Malacca City rentals with pool

I am very disappointed that I booked two apartments requesting them to be next to each other. I communicated this in writing to the property managers as I was travelling with my elderly parents who are in their eighties and my aunt who is in her seventies. When I arrived there I was told that one apartment was on level 16 and the other on level 29!! We did not use the second apartment as it was too dangerous to leave my parents and aunt by themselves. The female who I tried to speak to was not helpful and quite rude. The apartment we stayed in needed the bathrooms cleaned more as there are stains on the walls. I would suggest that a toaster and hand towels be provided. The rest of the apartment was well appointed.