Accepting bookings and payment for a closed-down establishment

We have booked Turaco Cabins in Knysna through Afristay. The deposit was duly paid and confirmation of booking received. After driving 5 hours from Cape Town we arrived at the establishment just to find it has closed down.

I have phoned the host and spoke to her daughter in law (Monique) who advised that Christi will return my call and will meet us at the venue to sort out the issue. Two days later, she has not phoned or, obviously, met us at the venue. Not a peep from Afristay either.

How do you accept the booking and payment if the establishment is closed? Furthermore, I have logged into my Afristray profile and rated Turaco - one star as (1) they accept payment (2) for a closed down establishment = ****. Yet the review is not displayed on Afristay's Turaco Cabins page - so you only display the 5* ratings which mean you are deceiving people into thinking they're booking an establishment that only received 5* and it is not an accurate or honest depiction of guests' real experience.