Poor customer service after payment

When we made a booking we had a quick response confirming our booking also enquiring about arrival times etc. Our booking was due to take place during level 5 lock down. Nottin hill lodge in KZN failed to contact us to tell us what our options would be going forward. I have tried to call, what's app, facebook and email and to date we have heard nothing. Very disappointed that they couldn't even acknowledge our request just to let us know where we stand. If we can't get the money back it's ok, but they should atleast allow us to come at a late stage as we have paid.