Lack of communication and terrible service

This lodge is completely unrealistic and lack professionalism and proper communication as per customers rights , they are unfair.

My partner and I found their lodge on the booking.com website we proceeded to call the lodge and obtain information from them as they stated they would communicate with us via whatsapp, we agreed to stay at their lodge and we paid the invoice that was provided as all communications were done on whatsapp.

On the second day of us been there my partner was in excruciating pain (due to his wisdom teeth ,) we informed the lady(Thando) that was at the reception and asked that if we were to leave a night earlier could we be possibly refunded she informed us the owners/manager were not there but “it shouldn’t be a problem” as she also informed them about our situation and to contact their offices on the following business day as a reminder as we booked and paid for 3 nights but only stayed for 2 nights.

We had to explain that we needed to leave as at that time I was 30 weeks pregnant and with our 1 year old daughter , which I was not managing with my partner been in so much pain, and it was stated they understand .

As communicated on the working day there after I contacted them on whatsapp asking to be assisted with our refund , the response I got stated they don’t do refunds , I then stated that this was not communicated to us as when making the booking we were only given an invoice , no terms and conditions or anything else of the sort , then only was I sent a picture of their terms and conditions and was told I would be provided with a credit note valid for 3 months.

As mentioned to them I am about to deliver and obviously cannot use the credit note within 3 months with a 1 year old and new born , I then asked if I can give this credit note to someone of my choice as technically this is my money I was first ignored then answered as “not transferable, sorry” .

I feel as if this is now used as a money making scheme and is not fair on paying customers as I was not provided with the terms and conditions(if early cancelation is requested).

Based on the consumer protection act as a client I have the right to fair, just and reasonable terms and conditions which they are treating me like I should be punished that we could not stay our full stay but should still be charged