Poor hospitality

We booked two nights at Omega luxury mountain retreat for the 26th and 27th of december. My fiance got very ill, after struggling to get in contact with anyone at Omega on christmas day(understandable yes) jonathan told me without even considering my offer to pay a fine by just moving our dates to later in the month we would still lose our deposit. Not knowing we payed the full R6000 for two days already. We did not ask for our money back, there is enough spaces left to move our dates to another time but still no helping hand to accommodate us. I expected more of this place and the “friendly” staff.