Heartbroken and ****med

I had the worst customer care experience with Avalon guest manor in Newcastle earlier this year. I made a bed and breakfast booking for me and my partner for valentines day eve (13 February 2022). The booking came with free cancellation . Just a few days after I received the sad news on my cousin passing away and I had to cancel this booking in order to attend the funeral. I called Avalon guest manor to cancel on the 10th and I was told to send an email of which I did. I was surprised when they debited R1050 from my account the following Monday. I personaly went to the guest house to ask for a refund for my money since I cancelled but they refuse. They said I must come a stay one day in February which was impossible for me since I work in Johannesburg . This was a heartbreaking experience to be ****med of my hard earned money and their receptionist was rude and did not sympathize with me. I will not recommend anyone booking with them until they start valuing people.