Non adherence to CPA... Didn't allow us access after paying and booking

I booked a stay at Hydro Park Sandton yesterday for my parents as they were arriving from Dubai.

The booking was confirmed on the website and i got my confirmation email letting me know that the accomodation HAS BEEEN BOOOKED SUCCESSFULLY.

Now, this company called Hostaway appears on my whatsapp and requests ID's for both my parents from me, to which I said "no way" that's personal info. And they were on the plane so even if I wanted to get their ID's they were offline. POPI ACT remember?

When we arrived at like 22:00 PM last night they said they cannot let us in because the receptionist knocked off at 9.

So I paid R1000 for a stay at hydro Park for my parents and I still had to make an alternative arrangement. No refund, no apology, nothing.