Poor service, spa and rooms

Our spa experience was average, my husband enjoy his treatment and the lady who did my eyebrows was great but I would say my massage felt a bit half hearted, the overall cleanliness of the spa is also not great, the robes, the pillows and the jacuzzi - it was cold, smelly and seem a bit dirty on the edges, there was black mould on the roof as well. We were supposed to stay the night, unfortunately, our experience up to the point of departure was consistently poor, and we did not feel confident that moving rooms would resolve the concerns. For these reasons, we believe that leaving was the most reasonable decision, and we feel a refund is justified. We request a refund, received emails that “management”, which seem to be absent throughout anyway, will get back to us, so far we haven’t received any feedback from management.