No access to accommodation, request full refund

I am writing to formally express my dissatisfaction with the service we received from Lekkeslaap. We did not make use of the Dullvino house as planned. We were a group of five, including my elderly parents—my mother is 81 years old. Upon arrival, we found the property locked, and despite numerous attempts to contact the Dullvino representative, no one answered. After a long and exhausting journey, we were left stranded outside, waiting and unable to access the property.

Due to this, we were forced to book alternative accommodation so that my parents could rest. The Dullvino representative only returned our call after we had already paid for and unpacked at the new location. Upon explaining the situation to him, he assured us that he would refund us and make arrangements with Lekkeslaap.

However, we have now only received a partial refund, contrary to what was agreed upon with Dullvino. Furthermore, I am unable to leave a review on Lekkeslaap's platform, which prevents me from sharing my experience. I have again requested via email that Lekkeslaap, process the full refund as agreed and enanable reviews for the Dullvino property on their platform for other Clients to be made aware.