dirty , bed bugs and terrible customer service ”

We arrived late just as member of staff was leaving, she said the room was open and key inside - all ok. when we went into room, before doing anything, we inspected bed for bed bugs as we usually do . lifted the pillow and found 3 bugs crawling around and once we looked around the rest of the bed they were in every corner . with no staff in the building we contacted both numbers given via whatsapp. The first of which ignored my messages (I know this as I could see they were online) , the second replied telling me there were no bugs as she had already checked! I told her there were and asked if there were any other rooms as we would leave if not and as it was late we needed to know asap. There was no rooms left - fair enough - so I asked for her to refund us as we would be leaving. I was told this was against policy, and when i asked for more information regarding this policy I was ignored. I can't understand why I am the one losing money over this - our two options were either stay the night in a bug infested bed and risk infecting every accomodation we stay at following, or leave and find another place to stay. Highly doubt any effort will be made to control the infestation as they were denying there were any bugs at all and ignored the video I had sent of them as proof. Extaremely frustrating and the worst experience we have had throughout our 2 months travelling in southeast asia!