Pathetic Service and no refund

On the 31st of May 2019, I contacted to Road Lodge in Umhlanga to book a room for 1 night on the 1st of June. I could not do an eft payemt at the time, so I drove to the Road Lodge in town, to make a direct payment and was assisted by Wesley.

On the 1st of June my grandmother passed away at 10.am. I am the only grandchild and had to start the funeral arrangements right at that moment. This was beyond my control and very unfortunate circumstance. The last thing on my mind was to call the hotel and cancel my reservation, which I paid in full the night before.

A week after my grandmother had passed away I contacted the hotel and asked for a change of date or a refund, also wanted to provide them with the death certificate. All of the above fell on deaf years and the refused to assist me with any of the above options. I spoke with the GM, who insisted that it was my responsibility to call them and notify them that I will be coming.

They charged the room as a no show, without giving a curtisy call to find out if I will be coming through, like most of the hotels do when a person does not check in at the required time. I did not sign for any cancelation policy, neither did I agree to anything.

I am mortified with the service that I've received thus far, especially after explaining the circumstances that were beyond my control