BAD SERVICE

I booked a room at emerald Resort yesterday(28 Jan 2020) 13h30 and at 13h43 I made payment and sent through proof of payment. At 16h50 I receive an email to say that my reservation is rejected due to no availability. And then instead of trying to accommodate me due to your system glitches your unfriendly staff call to say they will refund me in "10 days" after I fill out documents requesting a refund. This is such an inconvenience as I have rearranged everything to cater for this mini holiday with my kids....WHAT PATHETIC SERVICE!!!!! SUCH UNRELIABLE SERVICE FROM SUCH A BIG RESORT!!! From looking at the reviews I see that I am not the only customer to encounter this problem so why is Emerald not bothering to fix this problem or even respond to the reviews