bad service

We have been trying to get hold of Safari now because we made our booking through them. No one comes back to us to resolve the issue with the owner Sharon of the establishment called "the cottage in Hartebee****rt" we are waiting for a refund because we had to pack our bags in the middle of the night to leave the establishment because we saw that we were in a spider infested room. This lady probably never fumigates the place. please can you respond and can someone at Safari give me contact details to resolve this issue.