Worst service at the Maslow hotel

My cousin and her husband booked at the Maslow for their honeymoon coming from Zimbabwe, they made the payment and got a booking confirmation. Once they got here they are told their payment does not reflect and were turned away at 10pm at night we had to go around finding them a place to stay. My question why would they have a booking confirmation if the payment was not reflectiny? Why were they turned away at night knowing these people are not from this country?, where were they expected to go close to midnight? What was supposed to happen to them had they had no one in the country to come to their aid at that time? Worst service ever!!!!!