Grand Hotel, Torquay review: Hygiene at hotel

After staying at hotel in 28th December with my family the next day I woke up itching all around my ankles, I was advised by medical advice there were bed bug bites. After notifying the hotel they were hostile, rude and said the room had been investigated. I asked for the report if this which they would not provide me with. I then said I would take further action if I am not refunded or shown the report. They continued to say that they wanted evidence from a doctors it came from the hotel which clearly a doctor would not be able to do but can state what it was that had bitten me. After a month and going through the agency I booked it through I was told by booking.com they were refunding me, I was then told a week later I wasnt. I then called the hotel on 2 occasions to ask to get intact details of who I can this further with, I wa s then called back by the general a manger who didn’t let me speak and was rude, accused of harassing staff and then he out the phone down on me. I am disgusted they could not provide me with any of the info I needed to take this further and am considering legal action