I want my refund back from terrible experience @ Inn & Out plus rosebank accommodation

I booked for a 2 night stay at inn & out plus rosebank via bookings.com on 6th December for 6th & 7th dates for my mom and her friend who travelled from so far - all the way from KZN . When they arrived they regretted the trip immediately, they described the place to be extremely filthy just from the entrance , from the parking space , to the reception to the laundry / welcome area ; they said it was so filthy , ******* at the parking , poor and mal-functioned boom gate and security , poor reception space , the receptionist is locked on the inside , they said it looked like a brothol , They said dirty towels and bed linen was loitering around in sight at the reception , they did not even bother to continue going to look at the rooms because at the entrance space ; they were turned off. I want my refund because they did not stay there. They said according to the refund policy’s I’d get a partial refund , but there no progress with regards to this.