Unfairly Treated

I'm aware of the previous complaint. This poor family had saved for years to go on this trip only to be ****** by 'terms', 'conditions' and 'process'. They were unable to attend a family wedding which had been planned and agreed well in advance because of the underhandedness of this guest house. How can they want to take over R3000 for cancelling within a few days? Also the cancellation was months before the booking date. This poor family. I feel for them.