Very unhappy loosing my hard earned money

I have been trying to get a credit/voucher for a accomodation booking i had made. What I dont understand is how a big group as themself is unable to assist me with a credit/voucher to any of there other resorts for a different date, when the ATKV group was able too. We as clients are loosing money while they keep it where is ubuntu in that in this time of covid.