Not to be trusted

I made a reservation where a person called Michelle assisted me, after which I paid all the fees. After arriving in Cape Town I went to the hotel and no booking was made. I phone Michelle again and she said they do not do follow up calls and I never received a final confirmation, but I did receive an email giving me the dates when I will be at the hotel. She asked that I send my proof of payment to her so that she can make a refund but what does that really help because the largest expenditure is actually plane tickets and car hire, .... And all of this because it is an agency, middle man or company getting paid for giving assistance to organise your holiday planning but is unwilling to have two way communication.