Safariow won't have your back

I have recently made a booking via Safarinow, and paid via their portal.

When I arrived at the venue, the lodgings was not as listed on their website. The owner was creepy. There was no fish in the damns. The damn levels was lower than indicated. The wooden cottage was in disrepair. The accommodation on the site stated that there would be a bar fridge in the unit, instead there was a coolerbox with ice. The listing said that was a braai area, there was only a hole in the dust with rocks packed around it.

I only stayed one night, and left the next day before lunch.

I requested a refund from Safarinow, and they said the owner of the place is refusing to give me a refund. Further to this, they won’t accept my claim, because I did not take any pictures. Eventhough I had taken screengrabs of multiple reviews from other people, complaining about the exact same thing at this venue.

Surely it is their responsibility to not only ensure the quality of their listings, but support their clients in refunds when the booking turns sour?