Unacceptable service delivery

Worse experience ever... My son was booked for his Honeymoon at Rose Cottage in Durban .For the entire Saterday evening until Sunday midday they had no electricity . The Host explanation was that it was a switch that tripped and she has no night staff . The night it happened was her baby shower ..what nonsense to tell a client She further more promise a nights stays refund that will be paid into our account on thrc15 January 2020 . Which never happened ..upon inquiring about it she blocked us from her WhatsApp... The least you can do as a service provider is respect your customers and acknowledge when you did wrong..