Terrible customer service

We planned on coming to SA from London, and booked two nights at Nambiti Hills as my British husband has never been to a game reserve before and this looked gorgeous and really spoily. We recently got married so were treating it as a delayed honeymoon. We were forced to cancel our trip due to Covid-19 beginning to spread and SA closing their borders, and agreed to their policy of 50% refund and 50% voucher which Nambiti told us needed to be spent by October 2020. Then lockdown in SA was enforced, the lodge had to close and international travel was banned so we were therefore absolutely not able to see out our two nights at Nambiti Hills, let alone get into SA. We fought to get this voucher extended to December 2020.

Given the unprecedented times we are all currently living in, and considering we did not cancel our holiday by choice, and we have not cost Nambiti Hills a cent, I have requested that they either further refund us our 50% or extend the voucher for a further 6months to 1 year, as it is almost guaranteed that we will still be unable to fly internationally in December this year. While we understand that companies require cancellation policies, it was due to SA and the UK not allowing us to travel between countries that meant we were unable to visit. We have not cost Nambiti Hills anything yet they have not responded, and continue to retain our 50% which equates to a lot of money. We stretched ourselves to get there and are thoroughly disappointed at the extremely poor customer service we have received from a 5 star hospitality company. In fact, it has made us not want to stay there at all and rather look at alternate lodges when we are eventually able to visit South Africa and go on safari to Nambiti.