Sanbona Game reserve

BOOK DIRECTLY WITH RESERVATIONS AND NOT A THIRD PARTY - I looked up Sanbona on the internet to see their rates. I clearly did not look properly and later found out I had booked through Hotels.com What a nightmare, I had booked for 3 people and luckily took a screen shot when it said success! you have booked and will receive a confirmation mail. The confirmation mail never came but the amount was immediately charged to my card for an amount I could not work out as it was far more than I had seen. On arriving at Sanbona I was told I had been charged for 4 people but that she would mail Hotels.com and their reservations to say we were only 3 and that I would get a refund. I did not hear from anyone so I contacted reservations to be told they could not do anything but would liase with Hotels.com Eventually I called Hotels.com (offices in USA) to be told they never had any info in their system and that I would have to get the invoice from them here. Not being able to contact them directly I eventually called the lady at Sanbona, who kindly forwarded me their invoice. The invoice amount, credit card and screen shot amounts were all different. After many mails and Hotels.com then saying you paid per room and not per person. I pointed out that the website asks how many people and not room. They then said they would in good faith refund me 10% Obviously I accepted this but am NOT happy I did not get a full refund. For an establishment of this standing I am shocked and disappointed in my whole experience.