We were promised a full refund but we’ve received nothing – and the host doesn’t reply

I used Vrbo to book a one-night stay at a flat in Hove where six of us were attending a family memorial service. Two days before our arrival, I was informed that the flat was no longer available and was offered an alternative. This turned out to be in a disgusting state. There were soiled and bloody sheets, rubbish and dirt everywhere, even a large knife inside the bathtub. There were also fewer beds than advertised.

We had to leave for the service before we’d got a response from the host. We were subsequently told we could use the property next door but when we returned at 1am we found the access code we had been given didn’t work. We ended up having to sleep in the filthy flat and, since the front door wouldn’t lock, we had to wedge it with a chair. We subsequently discovered that the place had been burgled three days before.