Worst customer support

On Friday the 25 my family and I stayed at a guest house where the place was a mess there was construction going on so no privacy the drawers had needles in and the host knew we had kids

I asked for a 25%compsation refund and client service promised me to get it back

Now I receive a message no they can’t it is against policy this is a **** story to let someone host a house in that condition you pay so much and you can’t even enjoy the place and booking.com does nothing about the complains