Zanzibar - 5 star booking turned to 3 star stay

Michelle Mbuyi from Mall of Africa store handled our booking; we had requested a 5 star experience at Sea Cliff for 7 nights, she initially agreed on the booking and subsequently only secured 4 nights after advising that the Sea Cliff had a stop sell in place so she then requested to move us to what she referred to and quoted as a 5 star resort which she sold as “at no extra cost”. This reassured us that we were getting the same or similar value for our money. Upon arrival at the second location we realised that it was a 3 star at best; the place was infested with insects, aesthetically unpleasant, had an unstable WI-FI connection and we were asked to WhatsApp reception if we needed anything as the telephones did not work (the list is endless, but I’ll stop there). We contacted Michelle and she blamed everything on her supplier and accepted no responsibility for her actions (i.e. not doing her homework); when we chatted to the staff at this resort they told us the place recently opened in Jan-23 after being closed for months post Covid; this further gave us insight as to no homework being done on this property. We are still waiting for a refund but have received no feedback. In summary, we were ****med and charged 5 star prices for 3 star service, the resort manager himself was shocked to find out we were sold a 5 star stay. What an awful day, but thankfully we had extra funds to move ourselves to a decent place, no thanks to Michelle who had no solution to our problems. We are truly disappointed.