Unfriendly Inhumane treatment of customers

I am extremely disappointed in the service we received. My husband arranged a surprise weekend for my birthday and a month before we were supposed to go, we sufferer a house fire, our house burnt down and my husband sustained serious injuries and was in ICU for two weeks. Mooiplasie refused to move the weekend booking to another weekend, and also refused to refund our money already paid. Apparently we do not understand how her industry works?? We were not cancelling but merely requesting she move it to another weekend when my husband was out of hospital and able to attend. This is absolutely shocking and i do not care how nice it is or how many animals you see, I would prefer to deal with people whom actually have a heart and compassion!!!!!! Its not like we asked for out house to burn down, but apparently this event did not fit into her industry and how it works. When my friend tried to give her weekend away, she called to try and secure another room and she was advised the place id fully booked, yet we still did not receive out 80% refund. Now they are claiming it was not booked. The lady has a terrible attitude and is not at all helpful. (I only rated one star just so that i could upload the post - they deserve a -5 star)