OYO Welsh Holiday Accommodation - Modern Stay

I booked this room at the last minute on booking.com for an extra family member because I wanted a self-catered place. When we arrived, the bed had stains, there was old food in the oven, the drying cloths were brown-stained, and black bin liners were taped over the window. The floor was generally dirty and dusty, and the bedsheets smelled. I was shocked, given the good reviews. The difference between the photos and description and what we found was so stark that it felt like false advertising. Self-catering only works here if you’re willing to risk food-borne illness. Have a look at the photos yourself. We left straight away for a nearby hotel and called the property manager, who promised a full refund. At that point I would have praised his professionalism and attentiveness on the phone. A few days later, though, he said he couldn’t give the full amount and that his promise had been a mistake. He offered 50% to cover it. He argued that because the booking on booking.com was non-refundable, they had the right to give nothing. I understand what non-refundable means, but at the time of writing they’re still refusing the full refund they promised us that night, so I’m disputing it further.