Shocking service at Hartees

Hartebee****rt on Line offered a fantastic Valentine's day package deal which I app**** for online in the first week of January 2019. I didn't receive an automated response or any other kind so on the 22nd of Jan I at first called the number but was directed to their whatsapp service. I then sent a follow up whatsapp request that day for the booking. Again I received no reply. Perhaps, in hindsight, this is where I should have looked for alternative deals. But on 31st, I sent another request and received a response. I made full payment 100% and sent proof of payment. When my partner and I arrived to the booked lodge on the 13th of Feb 2019, my room wasn't the one that was advertised with the queen 4post bed and mosquito net with an ensuite luxury bathroom and balcony, but rather a cramped space with hardly any room to walk! The rose petals and romantic setting with wine and chocolate was nowhere to be seen. When I complained to the lodge manager, he said he hadn't even received payment from Annalie and Anthony on our behalf to date! I only found out then and there that the couple are agents who make bookings on clients behalf and not the establishment owners! I showed the manager my proof of payment and asked he get Annalie on the line as they were not taking my calls. When we got a hold of Annalie, she didn't even apologize and didnt come down to see what could be done as another guest was in the room we had paid for. Luckily, the manager was kind enough to offer another room equally charming. The basket and wine etc arrived 3 hours later that day. The next day we were scheduled for boat cruise which Annalie had the gall to tell us there would be no cruise as we didn't pay. I had to remind her that I paid for everything a whole 2 weeks earlier 100% upfront too. She would not take my calls or the establishment's calls either and we had to put our phone on private for them to take our calls. Anthony then said they would reimburse us latest by the next day at 08:00. The payment came in at 14:30 which they did not even bother to communicate. The service of this company from start to finish was shocking and offensive and I had to wonder if they treat all their clients like this? I would not recommend doing business with this company to anyone I know.