Mabalingwe Game Drive - caravan park

I've had a very disappointing and traumatic experience at Mabalingwe Caravan Park on the 24th of March 2024. I booked an online game drive a day before, i got a confirmation and luckily took a snapshot of it. On the day of the game drive, we arrived on time at Mabalingwe, all looked positive until we got to the gate. The security guy requested a QR code so we can go in, unfortunately we didnt have as caravan park didnt send any to us as its supposedly to happen when a booking is confirmed. The security guy then requested that we call the number at the board visible from the gate, we made a call and the receptionist requested all necessary details, created the QR code and shared it through whatsapp number, we then managed to go in with all the directions received from Security, we drove in got there on time still, met the game driver and we settled waiting for the time to leave. Just as we were about to depart for our game drive, the game ranger gets alerted that we booked on another game drive which is just by the gate, by then it was few minutes before the drive can start, so he called caravan park on our behalf which was a very good gesture, he then requests us to drive back to the correct reception, however the driver is leaving but the reception said they will make alternatives. When we got there, the receptionist was so rude told us that unfortunately the driver has left and theres nothing she can do for us, i then tried to explain that we are outside guests and we were not aware of two different game drive services as the booking says Mabalingwe, she just dismissed us saying there is no other game drive she can re-organise which i was willing to stay for, she even said she wont refund us back as we were at fault by not arriving on time and not knowing the directions? We were just in disbelief of what was happening, the cold shoulder she gave us with no considerations none whatsoever for the guests. I told her im going to record this conversation as this sounded like a ****, she walked away on us attended another guest, the treatment got so disgusting by minute, also blocked us out of the reception calling the security, i had to stand my ground, told her im not leaving until i get my money. She had to call the Manager finally which she didnt want to call when i requested earlier, we went back in the reception, the Manager calmly explained that they were at fault as they were supposed to share the QR code immediately after booking confirmation, this QR code would have had the details of where we were supposed to go and probably the security guy would have given us the correct directions earlier. Based on that they will refund us....i mean the receptionist should known this but she chose not to be honest, now they have opened a case of malicious damage of the door, which was blocked by the receptionist trying to keep us outside of the building without giving us a fair alternative. This for me sounds like its another strategy to avoid the refund, it seems like its a way of ******ing money from people then claiming we are at fault. This treatment has left us traumatized with our kids who were looking forward to the game drive.