Complain about a booking

My wife booked for accommodation at P3 @ Protea Block and it was approved and then she paid in August 2018 to reserve the place for 28 December 2018 until 02 January 2019. Just on the 27 December 2018 she got an email that P3@ Protea block is double booked and they can no longer accommodate us. I find it unfair,offensive, insultive and embarrassing to my family. It doesn't make sense that they just realise this on the day. They want to refund us we don't need a refund we need accomodation that was booked in August and paid. We are communicating with Nicola via emails but no help as we speak now safariNow is the one responding on this matter with no help.their contact number +27 21 ********** Natalie sent the email. My contact numbers +27 71 ********** wife +27 73 ********** .