Relaxing experience turned into a horror

We had the most despicable at this spa. We had booked and received confirmation for 11 and our time was pushed to 12, with no apologies. We were squashed in a tiny room that couldn’t accommodate 12 people (6 of us and 6 of their staff members). The dish we had to soak our feet in was dirty and somewhat rusted. The towels were dirty and ripped, the beds had oil from previous clients and when we told them to cancel and give our money back we did not receive it. We have since been waiting.