Poor Service

So, with everything going on currently in South Africa, it's been a hard few month and seems like it's become quite the struggle to also just take a break. For years my mother has booked holiday destinations for all of us to spend time together once a year as a family. This year due to the lockdown level implemented by the president we were not allowed to travel for leisure in and out of Gauteng. My mother resides in Mpumalanga and we reside in Gauteng. She did try to phone to get the date moved. It was a struggle to get hold of anyone via telephone and I know because of all the riots that happened in KZN the offices had to be evacuated for everyone's safety. We've had replies from a Morne P that says The Holiday Club can not refund on that weeks holiday but, we DO NOT WANT A REFUND we've been trying to change the dates and because of the lack of understanding our request the dates have long passed as well. He said that because my mother resides in Mpumalanga she could have still travelled because she did not reside in Gauteng and did not have travelling restrictions. I would like to bring to everyone's attention that my mother is 67 years old and they expect her to travel ALONE from Mpumalanga to Brits right after these countrywide riots started without travelling trough Gauteng, because Gauteng was in lockdowns, she has to travel around Gauteng. I'm sorry but this is absurd. I don't understand why a member can not change holiday dates? Is it standard for The Holiday Club to "force" members to make use of the bookings without being able to make changes? Does the member not have the option to freely make changes to their vacations ahead of time? Surely there is an option to make changes on bookings due to events that are out of our control? It's been a useless event of emails to and from. At this stage we are all highly frustrated with the service we've received from The Holiday Club trying to make changes. I understand that this past year has been difficult for everyone especially the Tourism industry but please keep in mind that it has been hard for everyone and a decent break from what's happening is much needed so being deprived of this is because of lockdowns levels is extremely disappointing.