Inconveniencing customers and lack of accountability

I am disappointed with the response time and customer service from the booking agency. A booking was made on the 17/05 for 30/05-03/06 at The Kingdom resort,days later(19/05) I tried to cancel one of the two chalets booked since some of the ladies had work commitments to attend; meaning the second chaley was not necessary anymore. I was told that it is not allowed to cancel the booking without forfeiting points. A week later on the 26/05,a reservation letter the possibility of cancellation post the 26/05 was received on the day? This dispute behind the agencies misleading and inconvenient communication was raised through an email with supporting documents and via a call. However there has not been any concrete feedback on the matter;mind you I am writing this while at the accommodation. The second room is vacant still as we are awaiting feedback from them. Their customer service is by the the worst;they do not attend to customer complaints with urgency,fail to take responsibility for discrepancies and do not relay credible- consistent communication. The agency caused a great deal of inconvenience and opted to neglect their customers complaint with urgency and accountability. I recommend and request that they revisit their approach,on how they handle customers' concerns. Such incompetence is intolerable and tarnishes the agency's reputation. Kindly attend to the matter referred as necessary.