Arrogant rude ********* behaviour

We booked her guesthouse and we paid R3000 deposit. We were supposed to check in on the 31st October 2015 but we didn't as she told us we were late. We started at esuncity for a party on the 31st Oct and during the course of the day I tried calling Carina to notify we will check in around 21h00<br> ..071 number on website said it was not available on mtn network, other cellphone was on voicemail, landline was busy....eventually got hold of Felicity her partner who said she was in cape Town we must call the landline and I did I got hold of Carina who told me her guguesthouse closes at 19h00 therefore were not allowed in I asked her why has she not mentioned to me awe frequently communicated via email and phone and she told she has just done that. I said OK I need my deposit since I have not used her guesthouse she started swearing at me that i was talking ******** and if I need my deposit I must come and fetch it by the gate of her guesthouse...I asked for directions she said I must use GPS I told her I don't have....she is extremely rude ********* arrogant at one point she called me a *****...I need to escalate this to the Ombudsman she is reaping people offf and has no customer servi