Bad treat and guests threaten at Marlborough Durban Beachfront Deluxe Self Catering Self Serviced Apartments

Good Day, I made a booking through Booking.com for my guest coming from Gauteng to stay in Marlborough Durban Beachfront Deluxe Self Catering Self Serviced Apartments between Fri 30 Oct - Mon 2 Nov. And on arrival, they were treated very badly and threaten by the front desk employee with their security guards saying they are going to forcefully remove them if they don't pay R800. As these were ladies from GP who valued their safety and I had to make an alternative booking at Umhlanga. When I ask the venue to refund the money they refused. Really not sure what to do now.