Not reliable!

We booked through Booking.com and re**** that when we booked through them the accommodation would be up to standard. We booked at 1 on Albert in Cape Town The place was horrible- No duvet on the beds. Pillows was dirty. The place smelled horrible. We paid breakage fee which was refundable and never received our refund. I have submitted numerous request as we cancelled immediately after seeing this place and booked other accommodation. We have not received any feedback after our complaint either