Poor service in hard times

I made a booking in March for August, paid off my booking in full by end June. Sadly i lost my job and we had a family member loss. I sent numerous emails, tried to call, rep**** on my actual booking on their app, but to no avail. The owner of the establishment refunded the portion that was paid over to them from safarinow, but i had no luck trying to get my refund from safarinow.com. I got a prompt reply when I tried to make a booking online now which indicates that they are responding. Its sad that one pays for a service then gets this kind of treatment. My booking was paid in full , before the arrival date but the service does not meet industry standards. You guys should really think twice of advertising a service if you can not back it up.