Reception does not answer

We had to cancel our booking (nr ***) at this hotel for the 17/12/2015 to the 21/012/2015 because two of members had to rush back to South Africa because their dad had an unplanned emergency operation. I tried calling (19/.12/.2015) the reception to say that they will arrive tomorrow and that we would like to spend the last evening of our booking in the accommodation that we booked because we LOST our money even though we explained that it was an emergency beyond our control and were hoping that tney could move our dates so that we do not loose all our money spend.<br> <br> Now the receptionist take forever to answer but when they do they do not speak? I am hoping that it is not the English language that scares them because the Hotel boasts that they have English speaking staff!