Unprofessional and unreliable service provider

I made a booking through Safari now on the 30th April 2020, then after paying I was told that I couldn't be accommodated by the owner. I have been tirelessly trying to contact Safari now even with assistance but no response. This is really frustrating and unprofessional. Why can't they even acknowledge an email, yet they could respond quickly to get my money. Secondly why raise expectations when you know the rules very well, this is really annoying