Unhappy clients

We have made a booking thei Aafari Now at Club Mykonos in Langebaan. We hve send them emails to contact us as we are unhappy at Club Mykonos. There is now alternative nrs we can phone to resolve pur complaint. The owner of the unit says “it is not her problem” and refuses to give our money back. Why did we book thru Safari Now if we do not have any back up or assistance. Very dissappinted.