Disgusted to say the least

From arrival to departure, our experience was utterly dreadful. The staff at the front desk weren’t welcoming at all and it seemed as if we were intruding on their private conversation. My husband is 199cm tall so we specifically requested a queen or king bed. The room we were given had a double bed that overlooked a dilapidated courtyard filled with rocks. After complaining that the room we booked and paid for (Kitchenette overlooking the lake or garden), we were told the room we booked was occupied. Our booking was done over a month in advance. We were allocated another room with a tiny window, but it was a king bed. The Chinese mattress was so hard it felt like we were sleeping on concrete. There was no give in the mattress whatsoever. The plates and bowls provided were greasy and hadn’t been washed, yet were stored in the cupboard. At night we heard rats in the ceiling. We asked what time breakfast commenced (6:30) yet when we went at 6:30, the food wasn’t yet available. We left after 20 minutes and no eggs had been made even while we were eating what was available. When we asked about dinner, we were told that the dining room at the Cielo restaurant only serves dinner Friday to Sunday and we needed to pre-book. The staff were disinterested in assisting and need a wake up call about customer service. I don’t see how they have achieved a 3 star rating with 1 star service. What they show and advertise on their website AND what you pay for, certainly is NOT what you get.