Poor service received,and I am disappointed as no one is willing to hear or even acknowledge my complaint

I made a booking,booking no ********** 9 .When we got to the place we called the owner to advise that we are there to check in.He gave us a code for the safe to get a key only to find that there is no key in the safe.I called the owner,Hilton to advise and he advised that he will call someone and then get back to me.We waited for about 20_30 minutes then he called and advised us to go to another place near Spar to get a key.When we got there we were told that there was a double booking on the room so they will make a plan to move us to another place.This whole process took over an hour to sort out as the new place needed to be cleaned first.I also found out that the new place was 1250 per night and I paid R2900 for the accommodation at the Cascades.I find this very unprofessional as we got to check in late and all the activities that were planned for that day were delayed because of the unprofessional conduct of the owner of 75 Cascades and the new place was not of the same standard as the one that we booked.The owner did not even bother to apologies or check on us about all this delays and inconvenience.I really am not a happy client as this whole thing almost ruined our holiday.I have sent numerous emails to safarinow and I have not received a response yet