Terrible experience

I have experienced the most terrible service from the above mentioned guest, I have made an early reservation for accommodation with them and due to time constrains I was unable to check in on time, so I called to check with them and I was only allowed to check in the next morning which I slept on the streets with my buddies. I then enquired about getting a refund for what I hadn’t enjoyed the service for which I had to forfeit, secondly I wanted to cancel the entire reservation and I was told that I was going to forfeit my entire money but their policy says, “they reserve the right to keep 50% of the money as a cancellation fee”. I have been treated unfairly and I would like to ask for assistance regarding this matter