Flexi club unwilling to assist person with walker

Hi have a booking for mykinos from 28th to 4 March .when I booked I was not told it was a duplex .I phoned two weeks ago they said it is on ground floor I told them that my sister walks with a walker they did not tell me the bedrooms are up stairs .flexi club does not want help me get another flat where bedrooms are at the bottom.I phoned mykinos too they Flexiclub does not allow them to change the flats .I phoned 10 times this morning and then they disconnect the call I am disgusted as the two of us was looking so forward to go together for the week .Flexi club can help if they want to but they don't want to but when it is time to collect there money we cannot say we can't pay it we just have to .I am going to loose my points they don't have any availability anywhere in cape town for next week .