incompetency

I made a Booking , on the 1st of September for 2 of my events one for the 4th November to 6 November , then second booking was for the 29th December till 3rd January, i was then sent only 1 confirmation, I called the hotel today to see if all is still under control, i was then transferred to a "manager the name of Noma, who kept on asking me 1 question over and over again, i even opted to speak in her Africans language to make it easy for her as I could hear the confusion was just getting worse she then told me I maybe made the booking in another name i should go and remember the names, strange thing is my booking for the 4th November is there but the one for December I am told to go home and remember my names, I have booked flights and everything for the holiday and now this, is this how you treat your customers? let alone this the quality of managers you hire there? I am so irritated as now how am I going to get my money back from the airline and all the activities I booked for that period?