EXTREMELY UNHAPPY CUSTOMER !!!!!!!!!!!!!!!!!!!!!!!!!!!

We were supposed to book in by this guesthouse n the 29th of December 2017. We had an emergency and could no longer book in on the reserved date, I sent Debbie an email explaining the situation. Here is my email to her : ''Hi Debbie. We will no longer be booking in on the 29th. We have a family emergency. My grandmother is severely sick and we had to come back from holiday earlier than planned. She had a fit in the car. '' Hope you understand. Very sorry for having to cancel. What is the possibility of a refund?''

Her reply to me after 4 months of waiting was : ''December is a very difficult and busy time and bookings are done well in advance.Once a unit is booked, it is difficult to replace a guest who cancels on short notice, resulting in a loss of income for us.We will therefor not do a refund for cancelled bookings in December.''

Is this how they treat guests???? What should I have done, book in anyway???

DO NOT BOOK AT THIS GUESTHOUSE!!!! WORST SERVICE EVER, ABSOLUTELY NO UNDERSTANDING FOR A CLIENT'S SITUATION!!!!