Unacceptable service

My elderly parents checked into Kruger Park Lodge booked with flexi club points. They were given a top unit which is so difficult for them with stairs to climb. After requesting a bottom unit, no one helped them and they were just left. Even after calling flexi club, no one helped. They are there for 10 long days now which is a huge disappointment for them. If they fall down the stairs we will hold flexi club responsible for all bills.