The Chocolate Suites Bruges Dirty Towels and Broken Lift Complaint

I stayed at The Chocolate Suites Bruges, booked via Booking.com, for one night from 14th to 15th June, in a room on the 4th floor. The overall cleanliness and condition of the accommodation were unacceptable. The room and general environment had a noticeable dirt smell, and the towels provided were dirty and even had holes in them, which is far below basic hygiene standards. When we complained to the property about the towels, they brought additional towels, but these were also dirty, so the problem was not resolved. Furthermore, the lift was not working, which made access to the 4th floor very difficult and added to our dissatisfaction with the stay. Due to these conditions, I do not believe the accommodation matched what was advertised on Booking.com. I am requesting a full refund for this stay and I also ask that you review this property and consider removing The Chocolate Suites Bruges from your listings so that other guests do not have a similar experience.