BRUT by Slaviero Hotéis

I checked in for 3 days and the FD agent was rude. The room was dingy and asked for extra towels and never got them. I had to ask another agent to get them. Had a family emergency and had to leave the next day and asked the FD to check out early and cancel the 2 nights. The FD agent said that they will charge me for the remaining 2 nights. I work in the hotel business for 25 years and my partner is a lawyer so I know what they are doing is illegal. Called Hotels.com and spoke to an agent who was amazing!!! She reassured me that I will get a refund for my 2 nights. She tried calling the front desk and speak with the manager and got no answer. We checked out that morning and i asked to speak to the manager and the front desk agent said he is in a meeting. But she was able to talk to him on the phone which means they are lying. I told the agent that hotels.com agent said I will be refunded and that I am only paying for one night and checking out! She was rude and the manager didn't want to talk to me. Please refund me my 2 nights and I must say that the agent for hotels.com was amazing. Since I work for Marriott International for 24 years I will definitely recommend this site. But please deal with this hotel management. They are terrible. Thank you!