Unfair Vitality Travel Refund Fee

I booked a night's stay at Gold Reef City Hotel through Vitality Travel.

After booking, the hotel contacted me and informed me that they would have no water at the time we were meant to stay. They also offered a full refund with no penalty should we wish to cancel.

I cancelled the booking through Discovery Travel. I was then informed that a "refund fee" of 10% of my booking would be levied by Vitality. The refund would also take 4-8 weeks! This is ridiculous.

I find it extremely unfair that this is being charged this penalty as I did not know the hotel would not have water when I booked.

I will definitely think twice before booking through Vitality Travel in future.