What Quality?

We have been members for over 20years now. We went on holiday last week and did not receive the allocated unit we booked and to top it off, the unit we did receive was in such a state of disaster and a complete downgrade from what our reservation originally was. For example, the TV cabinet door came completely off and fell on my four year old!! Not one light in the kitchen worked. The extractor fan in the kitchen sounded like it was going to explode. The washing machine was so dirty inside we didn't even bother doing any washing. Both toilets were broken, one leaking the whole time and the other one kept running after a flush even when we lifted the handle properly. Three of the six dining room chairs were broken and this is only to name a few of the grievances. When we requested a new unit, the VRS representative at the estate told us that there are no units available. However, when we walked through the estate, there were numerous units empty for the WHOLE week - and even units we did stay in previously. No help or feedback whatsoever from the VRS office. Our whole holiday is planned a year ahead and we look forward to spending our time with friends, but to get there and not only be completely disappointed in the quality of the unit but to be dismissed at the office as a admin mistake. We are going to fight for a refund of our points!