Worst service provider

Very bad service. As a group of colleagues we booked a sunset cruise in Cape Town. We are from Rustenburg. We got lost on our way and did not know where to go to get the boat. We were 20 min and the boast left without us. We tried calling to tell them we are lost and will be late. Struggled to get to speak to someone, where the phone was just dropped in our ear, multiple times. When we arrived at the point we went to the staff and they informed us they cant do anything for us because we booked through Trip Advisor and therefor we lost our money. R3080 is the amount. We tried everything but no one was willing to help and Trip Advisor just didnt answer after that.