Bad Customer Service

It was my mom's birthday the 13th of Feb so I helped my dad book a weekend away for them. We picked a room at the Protea Hotel near the Kruger gate in Mpumalanga. I specifically booked a room with a king sized bed, but when they got to their room it was two twins pushed next to each other. What on earth? And it is not like the price for the room was cheap. They tried to fix this at reception, but the reception staff was very rude, shrugged and blamed booking.com for tghe mix up. They did not apologise and they did not give them the right room - even though my dad had an email confirming their king bed room booking. I think that it is absolutely pathetic that we paid over R10k for a room where a king sized bed was selected - and then my parents had to sleep for my mom's birthday and for valentine's day on twin beds. I am disgusted. How is this 5 star service?