Unpleasant property and poor customer service from bookings.com

I booked apartment Wex1 Style living when I got there the apartment was not as advertised, it reaked of cigarettes, it was not cleaned and very dirty, the furniture was extremely filthy as so was the appliances. The fridge did not work. I could not stay there as the place was very unpleasant. I contacted the property, they were not of help and said I must use the bookings app to lay a complaint. I have been contacting customer service and each time they told me of a 24 hour response time which never lead to a solution. I paid R4000 for the property which I couldn't stay in because of its condition and then recieve credit in my wallet that's not even a fraction of what I paid. I requested a full refund as I didn't stay in that property. 5 days now with no resolution to my issues