Happy Rhino Hotel being advertised as an up market hotel but in extremely poor condition...

Helo Peter. I would really like some assistance regarding an incident which transpired yesterday 8 Dec 2019: It's my birthday today, so my wife made an online booking at Booking.com a few days ago. Well everything was supposed to be a surprise for my birthday and it was reserved for the 8th -9th of Dec 2019. Upon our arrival yesterday at Happy Rhino Hotel to check in yesterday at the address 179 Loop Street, Cape Town CBD we were astonished to find the condition of the entrance already alarming to see that it looked very poor. The ceiling Cornish was torn apart, which gave us the indication that the venue was still under construction. Fine we overlooked all that subsequently we were asked to go with the hotel staff who will accompany us to the room which is 117 . When we arrived at the room we were shocked to see the condition of the rooms, and even the building itself... The place didn't even look close to anything compared to what had been advertised on booking.com regarding the accommodation. I am saying when we entered the room the first thing we noticed that it looked filthy, the floors, the bed had no frill on it the condition of the bed it looked like someone just checked out of the room without it being properly cleaned u again. The room was so small you could not even walk properly as the space was so limited, the walls were damped, and the ad mentioned that it was a view of Table Mountain only to find that the view was full of construction equipment left over materials. The bathroom was also very, very small narrow and the toilet door had a hole in. The tiles were so dirty and the list goes on please find attach images taken as proof to substantiate the condition of the room. My wife immediately called the *** and the telephone operator told us that he was stationed at Durban and that the person who were responsible and working with the refunds are not available, hence he advised that my wife goes back to the front desk to get our refund back. We did as advised, but when we went to the front desk the male at the front desk told us that he cannot give us back our refund as he was not working with refunds and that he was only responsible for checking in the visitors at the Hotel. We were so unhappy and I felt as disappointed as I felt that my wife was cheated by this ad posted online by Booking.com in conjunction with Happy Rhino Hotel. My wife left fuming and I followed her. My wife then called Booking.com and spoke to the telephone operator Andrea and she explained everything to him and he advised that he will contact Happy Rhino Hotel to request for my wife's refund added that she sent the photos in order to register the complaint at the hotel etc. An e-mail was received shortly after by Andrea and my wife forwarded all the pictures to him as proof but he later on sent another e-mail stating that he did however contact the hotel and they told him that my wife can go back to the hotel in order to get the refund. But my wife asked him which number he called and it was the same number of that in Durban and she explained to Andrea that she was advised the same and did as the operator in Durban told her, but to no avail. At this stage it was disastrous contemplating it’s my Birthday today and it changed the whole mood of me and my wife. I feel so sad and disappointed in the services that were rendered to us. No refund was returned to my wife and no apology. What can we do???