Terrible experience and customer service - Midlands Saddle and Trout

Absolutely disappointed with manager - Jonathan and staff at First Group Midlands Saddle and Trout. Booked during December for 2nights, after checking into the chalet- was shocked to find it in such a terrible condition. The bathrooms were dirty, toilet broken, water leaks in lounge, trap door missing, ceiling coming apart in some areas. Definitely not what is shown on their website. I requested a change of chalet but was told it was not possible, we checked out the next day and was promised a full refund by manager Jonathan and an email confirming our discussion. To date after numerous phone calls to staff and manager Jonathan- nothing has happened. I would not recommend Midlands Saddle and Trout to anyone. I would like a response from First Group - how can you treat your guests this way?