Booking gone wrong

I called on Tuesday the 12th September to make a booking for a night at Southern Sun for another couple as a birthday gift, and I clearly told the reservationist that it was for someone else. The couple got there Saturday evening only having to pay for their "gift" (the stay) and upon leaving Sunday they made the couple pay for the flowers. I called Monday morning the 18 September complaining to the assistant manager on duty and she said she will get back to me but up till today I am still awaiting for them to call me!! So unprofessional.