Pentravel taking no responsibility for hotel they recommended?

We were booked into the "5 star" Ramanda Powai Hotel in Mumbai. We arrived at mid-day and find that the place was extremely dirty with dirty cups, dirty furniture and plugs and fridges not working and mold everywhere on the walls. We phoned the travel agent and was only late that evening, when I started to get very impatient with them and refused to find "find and pay" for another hotel as suggested by the Shop manager from the Pitermaritzburg branch, that we were moved to another hotel. She didn't know the hotel and couldn't tell us how it would be. We arrived there around 10pm and found it to be something between a backpacker’s dorm and hotel where rooms are rented out by the hour. With ****roaches everywhere and taking another hour to get them to remove a spider from my room, needless to say, we didn't sleep at all and couldn't wait to get out of there. When I asked for a refund from Pentravel, this is the response I got from the Regional Sales Manager, Loryn Holmes: "As mentioned above, we have been in contact with our supplier, with regards to the experience at the Ramada Powai Hotel. We are currently not in a position to advice of a refund due, as the hotel was at the time in 100% cancellation. We have and will continue to raise this with the them and will keep you informed. Please understand this can take some time, with communication between Hotel, Supplier and Pentravel. Pentravel is a business that prides itself on outstanding customer service and take our pledge of “where customers love doing business” very seriously. Feedback of this nature will ensure we are doing just that, and I trust that this will not ***** any future dealings with Pentravel. " We haven't experienced this so called outstanding customer service as the reason we booked through a travel agent in the first place was because we don't know the hotels and needed their assistance and experience and accepting no responsibility for this booking is unacceptable.