Terrible Experience!!

We booked one room at Victorian Guest house in Nelspruit during July 2019. This guesthouse is advertised as a 4 Star guesthouse by Bookings.com and only the good reviews are listed. I would like to know what qualifies as 4-star accommodation under bookings.com because we were so shocked and disgusted with this 1star place. Firstly, the staff could not understand English, and was not at all trained to work with customers. They disagreed with us that we paid in full even after showing them our receipt of full payment. Furthermore, it is mentioned that they have tea/coffee makers in all rooms which is not true. There was only plastic cutlery in the room, not enough towels, no hair dryer and my list can go on and on. The next morning, we had the worst breakfast ever! They gave us one menu after we had to go and ask after waiting several minutes without anything happening. We ordered our breakfast and did not even get what we asked for. We also asked for Milk as there was only cremora available at the coffee station and even that was a problem. Not sure if it was maybe because the staff did not understand us. I read through other complaints now on this property and seems like the owner does not take responsibility for anything. She keeps responding to complaints, saying that it is not true! How can this guesthouse still be on Bookings.com?? I keep Bookings.com responsible for this absolute terrible experience I had at Victorian Guest house. I truly hope Bookings.com will take action and something! I will warn everyone about this terrible place!