Horrible customer service

We booked at the Old Foundry hotel in Cape Town through Bookings.com. The room was dirty and the water pumps made such a noise that we could not sleep. The next morning we asked for a refund because we slept so badly with all the noise and we wanted to switch hotels. We sent in all the photos and details Bookings.com asked for and they just dismissed us. Horrible service and pathetic employees. You might as well fire the people in the customer service/care department because service is non-existent.