Bad customer experience

I checked in at about 8pm with my son and had to check out around 10pm because of a terrible smell coming from the bathroom. The place was fully booked so they couldn’t move me to a different room and reception ladies had knocked off already so I had to find alternative arrangements at about 10:30pm. Luckily I was able to secure a booking with booking.com at a nearby hotel. Now Sandton Times Square is playing games and not wanting to refund me. The manager (Pranesh) apologised for the unfortunate event and agreed to refund but the accounts department still want me to repeat the story to them again.