Worst customer service

I made a booking online during the week for one night at a guest house and received a booking confirmation that my booking has been made. When I arrived at the Guest house I was told there's no booking that came through from safarinow.com and I had to pay another money since I couldn't go back home I had a emergency during that weekend I called safarinow.com on a Monday about the issue and was told to send a written complaint (email), no one got back to me concerning the steps to be taken to solve my problem I called them back to find out why hasn't anyone called me back about my booking but they kept on saying they will contact the manager of the guesthouse and send me an sms asking for my banking details. Till now I haven't received any sms or heard from them. Their customer service sucks. Not to be trusted