2 star rating. Poor customer service and follow up

We had booked and paid for two rooms as a family travelling with mum dad and two teenage kids (age 18 & 16). On arrival around 5 pm we had to wait 30 minutes and were then told there was only one room available as a guest had decided to stay longer. I spoke to the owner by phone who apologized and said he would find us an alternative place to stay at no charge. 10 minutes later he phoned back to say no where else was available and that if we agreed, our children could sleep on mattresses on the floor and he would refund us in full. With no alternative option, we agreed. On checking out the next morning I asked about the refund. I said that as they had provided breakfast a full refund was not required but I expected a 75% refund for our room and 100% on the kids room. Instead I was told we needed to pay extra for the mattresses added to our room. I eventually spoke to the owner by phone who said we would receive a full refund via his agent. Months later and still no refund. The rooms and location are good and breakfast ok.but booking service and follow up leaves a lot of room for improvement. 2 star rating IMO