Unaccommodating and impossible to reach management of the actual game reserve

I am sooo incredibly disappointed and upset! My family and I wanted to get away for a few days before school starts again; we had not been away for nearly 2 years and really need a break. As a family we absolutely love the outdoors as well as a bit of pampering at like a SPA (and the ideal is a heated pool we can relax in) Long story short, we are welcome at the Aquila but not in their SPA area; we pay we are well behaved but my son (14 years old) are not allowed in the spa; he is expected to sit outside and use a ice cold pool (in the midst of western cape winter) whilst his parents and sister enjoy a relaxing time inside. I cannot get through to speak to anyone at the game reserve and the reservation consultants just keep saying they tried but rules are rules; what nonsense!! Let us in and if the 14 year old does not behave according to your rules, then kick him out; for goodness sake, my kids look 18 and 16 (can send you photos). I am surprised that through the whole Covid ordeal, Aquila is not interested in accommodating a family's request. RULES can be amended! (and interestingly it was not clear on the website and only when I wanted to make a reservation it was mentioned in an email). I want to cry of disappointment (was so looking forward to spend quality time with my family)