Horrible Service at Road Lodge

My mum called in Road Lodge and spoke to Vuyo to pre-book two rooms for our family. We were driving from Durban to Cape Town and were going to stop over to PE for the night to rest. Vuyo had provided my mum with a reference number and said that we would need to be there by 3pm or our booking would be cancelled. She also explained to her that we were traveling from Durban so we might be a bit late. There were unforeseen circumstances that led us to be late so we ended up calling the hotel to notify them and were then told that our booking was cancelled and that they could not accommodate us. There were no supervisors or any competent person to talk to and they could not help us. My family did not budget for anywhere else and we were left STRANDED and ended up resting at a nearby garage. This service is absolutely disgusting. A customer should be made aware of their booking being cancelled, especially after we called in and spoke to them. We made a call to them to report their poor service and spoke to another manager who apologised profusely and said that he will get into contact with us via email. This has not been done. I am quite irate as no one deserves this sort of treatment.