Discusting service fro BMW

Booked my BMW X5 in today after the have confirmed the date with me. Was told it would be done by the end of the day. At about 09:30 i phoned them the first tine. They told me that they havent started with it yet and i asked them to send me n quote on what needs to be replaced. At 15h15 i phoned back again to get the status and to what is going on, only to be told that they havent even started with it. I was planning on leaving tonight on n holiday with my family. Now i had to cancel everything as the car is not ready an according to them my car would have to stay another day. So there goes my surprise boat trip with my family. This is also not the first time this has happen. Tis is truly discusting service and i will not be abel to get refund on my trip i have lost.