No communication on easter weekend booking

We booked a stand and paid the full amount due. Closer to the arrival time we enquired about cancelling or postponing our reservation. Lizelle confirmed that they will attempt in finding someone in our place. We assumed that if we did not hear anything from them we will be obliged to take up our reservation otherwise forfeit the amount we paid, we therefore accepted that we would have to take up our reservation if we did not receive confirmation that our stand has been rented to another person. The day before our arrival date we confirmed our booking and was informed that our stand had been given to someone else. On a telephonic conversation with Caroline we shared with her our frustration and the assumption that they would correspond with us the fact that they had found someone to rent our stand. Caroline just said that they cannot manage every persons booking and that we are responsible for managing our own booking. Caroline was beyond rude and was screaming at me on the other side of the line and eventually put the phone down while I was speaking with her. This is not the service we expected from a 4 star reserve. We moved our plans around as not to lose money.