Valentines Week End Hotel Booking Gone Bad

My Girlfriend booked me a surprise week end away for Valentines this year. She used an online booking agent called [URL Removed] [URL Removed] received payment via credit card (up front payment) and secured the booking with L'Ermitage. When we arrived there the Hotel refused to honour the booking telling us we were ****med. We managed to get the Hotel management to call the call centre for [URL Removed] which confirmed that a booking and payment had been done. Hotel management refused to assist either the [URL Removed] agent or us as a customer. The [URL Removed] agent tried to find us alternative accommodation (which on a week end like that is impossible in Franschhoek) and finally offered us a full refund. L'Ermitage's customer service attitude was really pathetic that day, no consolation was offered and I believe that they were at fault for the mishap. We have used [URL Removed] many times before, it is a legitimate booking site. L'Ermitage still advertises on [URL Removed] and [URL Removed] but calls them a **** site. I would advise anyone against a stay at this ******* attitude hotel which spoiled a Valentines long week end.