Terrible customer service

My boyfriend booked the British hotel through ‘Cyprus Paradise’ holidays, do not stay here and do not book with Cyprus Paradise! Grumpy old owner who doesn’t smile, room had wallpaper hanging off the walls, damp patches and bed linen/towels with holes in! We told Cyprus Paradise we weren’t happy and to be fair they moved us to a better room, the only problem was it was on the fourth floor and the decrepit lift was out of order, which would have been ok but my boyfriend has mobility issues with his right leg. We then decided to stay - at our expense- in a much better hotel around the corner for the last night, we contacted Engin from Cyprus Paradise as a courtesy to let him know that we would need the airport transfer from the Kyrenia Palace 200 yards down the road (we had paid in full and weren’t asking for anything other than that) and he went ballistic telling us we have to pay him 55 euros or we won’t get our transfer! Outrageously terrible customer service!! They should have moved us at their expense and been apologetic, instead we were shouted at, told we owed them more money and were left wondering until the last minute if we had our transfer back to the airport (which we had paid for!)