flexi club , what a dissapointment

My complaint today stems from being a very good paying Flexi Club member for years , and maybe in a time of need expected a bit of compassion or a humane approach in dealing with my very reasonable request. A little while ago I made a booking for my cousin as a belated birthday gift , having to pay quite a substantial amount iro accomodation levy , I had to wait until having enough funds to confirm a booking to Club Mykonos. Unfortunately my cousin has suffered a severe stroke and has been hospitalised at Groote Schuur CT. Although his wife thought there was a slight possibility of still going , the doctors advised that due to the damage to the brain etc he still needs lots of medical assistance. I spoke to a very arrogant flexi club agent by the name of Mpenduno this morning, who had no interest or empathy at all. I told him that i knew the rules but he should please take this matter up with management as it is not due to my decision but rather all of this is in Gods hands.All i wanted was to possibly cancel for now as I would make the booking for a future date. Mpenduno then advised that his supervisor Natash Mahabeer said this was impossible and that I had 7 days after making the reservation to amend , bearing in mind I never had any idea that my cousins health would take such a bad turn so suddenly. I found that Mpenduno's attitude was totally unacceptable . Even though rules are put in place to ensure smooth running of business etc , in some cases there is nothing to loose by bending the rules and just being a bit compassionate :( . I would appreciate it if Karen Pretorius would kindly advise re the above.