What rights does a customer have?

leannelb1980

So, there is a lady who rents out holiday park caravans and chalets online in Hemsby near Great Yarmouth. She states on her facebook page that she does not own all of the 11 properties she lets out and she is acting on behalf of the owners. All money is paid to her for the holidays and she also says that should a problem arise that she is the first point of contact as she is the agent for the properties.
Anyway there have been 2 people in the last few weeks that have been unhappy with their properties ( these 2 are not her properties) . The first being that they had no gas to heat the chalet up and having a new baby this was unacceptable as it was quite chilly here then, the lady acting as the agent said she did not have any other properties available and so the customer went home again and wanted a full refund. The lady acting as the agent says that she is not entitled to a refund as the customer willingly left the property and she got quite rude with the customer as she was also on holiday. She also said she could not refund the lady because she did no longer hold the money for the property and the customer would have to get in touch with the property owner but would not give details of the owner,
The second customer posted pictures on the facebook page after trying to get hold of the "agent" for almost 6 hours with no luck as they were very unhappy. To be honest seeing the pictures i would also have been unhappy as it looked disgusting and as the customer said " a concentration camp". She eventually got hold of the "agent" , who again was quite rude to her as again she was also "on holiday" and refused to give them another property or a refund as again she no longer held the money as she was not the owner.
Where do these customers stand as to me the responsibility lies with the "agent" who takes the money for the properties. Firstly i think she should inspect each property she advertises, which she says is not possible as the owners dont want their properties shown on facebook, but should also protect customers in some way as to me what she is doing is against the consumer rights act? She is promising a property fit for a holiday which on both occasions clearly are not and then fobbing them off saying she does not own them and therefore cannot refund and wont give the owners details when asked?
She does let two of her own properties out and has done live feeds of her properties which look immaculate, but i think as far as treating her customers so badly when they complain is quite unfair and unprofessional? When they put complaints on her facebook page she removes them and blocks them aswell? Surely they must have some rights in regards to their refunds?