Worst service

I am staying at Four Seasons room 1208 One day when we got back the door wouldn’t open and I immediately notified our agent, the building maintenance came and checked told us the door has been double locked

They told the to send a locksmith yet they send their maintenance guy when he arrived after over an hour, when he got here he didn’t know what he was here for so he didn’t bring his tools, then he left to fetch it and made us wait a further 30 minutes and it took him over an hour to break the lock which caused me to miss appointments

This has previously happened so they were aware that the door double locks but did not warn me or notify me about it

I have proof of conversations with them and also the staff at the venue were all here, to see the bad service we received and also the attitude of the maintenance guy

Then they contacted me yesterday telling me I have to pay R350 for the lock replacement because somehow this is my fault

I refuse to make this payment and I’m scared they hold back my money they owe me

I wish I could ask for a full refund and go somewhere else their service has been pathetic

Yesterday he was here for another hour to replace the lock which he also didn’t complete so they disturb our time to replace it and then wants to come back again today instead of waiting until we check out