Unhappy customer from Le Bac Estate, Paarl

Good day, I would like to express my frustrations and irritation towards Le Bac Estate Paarl, the rooms that we were in was not like they portray it to be on their website. Our room had a dirty carpet. We had no towels in our room. We had to borrow from the couple that was with us that stayed in the other room. I found two bed bugs,one on my pillow and one coming from behind the bed. We expected to at least have a peaceful sleep after a long day. We could only sleep for an hour and awoke by the noise on the roof. Animals fighting on the rooftop and stuff constantly running up and down in the ceiling from the one side to the other. For whatever it was,it sounded like a lot of mice running around in the ceiling and it occurred on both nights that we were there. I was so tired that I didn't even bother to have their complimentary breakfast at my stay. This was sapposed to be a relaxing weekend and a nice surprise for the couple that has never been in the Western Cape before. Out of all the places that I've been at, this is the worst place that I stayed at and regret taking these people to this place. I feel that I have the right to a refund, as it was a lot of money that I spent on my stay and yet they did not meet any of my expectations in the executive suite that we were in. The staff is very neverminded about this whole matter and has been ignoring my emails that I sent on various occasions and when I phone to the property, their lines seem to be very bad and they cannot wait to drop my call.