NothingBook a room didn’t have it

I had booked my stay 3 months in advance. I received my confirmation that check-in was available at 3 pm. When we arrived around 5:30, we were told they didn't have any rooms available. At girst they

The Staff at the reception was very attentive and kind all the time. I understand that maybe he doesn’t have that responsibility. But the room was very dirty, damp floor, remains of food and packaging