Not happy at all

I was at penny holiday flats on the 20th December we were 5 my daughter and her friends, we arrived at penny around 4 and we find that the flat was very very dirty the sheets were also dirty the curtain was fallen the bed are broken and there tv was not showing anything but they said the tv is playing SABC1,2 and 3, but we tried so many times to phone Charmaine the flat owner but not answering her phone and also the security guy try to call her with the reception phone but she never answered we took our luggage to the reception and its where by the guy took us seriously and she called the manager of the flat and the manager took us to another room that was not clean but better and we spend the night in that room that we did not booked, the next day around 11 we go to the room that we booked the one that was dirty no 1021 because the lady Esther cleaned the flat and she said Charmaine did not tell her that there were people coming on the 20th. i want to tell you that till this day Charmaine never come back to me or send me an sms, today the 6th i phone her and she never answered she was also supposed to send me the 550 money of the breakage because we never break anything but she did not the flat was clean when we left because we cleaned it by ourselves we sleep with the same sheet for the days that we were there 6 days but i payed 11270 which is unfair Im not happy at all can you please help me Thank you in advance