Business ProfileforSandcastle Resort and Club, Inc.

We booked a room at the Sandcastle Resort through Booking.com in May. We paid ****** for 2 nights. On the website for the "studio room," they have pictures of a galley kitchen, coffee table, and terrace. We arrived at 3:30 pm And we were told that our room was on the first-floor room 404 about five rooms down the hall from the main desk we walked to the room and even before putting our suitcases inside we were overcome by a strong smell of cigarette smoke I immediately walked back to the front desk and the concierge came back with me and agreed and apologized and said it must be another room but this is a non-smoking hotel we then opened the door to the room and I went back to the front desk to share my concern about the picture of the room on the website and what we walked into. The young girl at the front desk turned to the manager who told me it was my problem it was the room I picked, and it was nothing they were going to do about it what would. And went back to the room and there was no terrace there was a window that opened about 8 inches and outside again the wall was a pile of pallets with cinder blocks and *****(photo). We then opened the ****** bed which was visibly dusty and found dirt behind the bed close to where are pillows were. There was no coffee table, no kitchen bar area, the refrigerator had rust(photo) and there was mildew on the ceiling. I went back to the front desk and they were dismissive I told them I was filing a complaint. I have 6 emails from the owners of the property that are not helpful, they did not care about our issues nor did they try to rectify them. I filed a complaint with booking.com and they said the owners refused to refund, even though we left the next day and went home because we couldnt stay there. I looked at YELP and we are not alone in our assessment of this awful service and accommodation. Please help us if you can. Thank you