Bad customer experience

We went to Nwenya for ur first time from 1 to 5 Desember. We were very excited, booked in Monday late afternoon and left for Kruger park early Tuesday morning, just a hour or so after we got back a terrible hail storm hit Nwenya. We left the next morning. My wife and I has reached out to Nwenya and asked if we could please just get a week voucher to come back. She has made it very clear that she will not help. The hail was not their fault. I fully agree but is was not ours either. I do not think re – booking a mid-week to come back was a unfair request. Yet she is very clear that she will not help. The water and power was off all week, they even sent a message saying that there are health and safety risks, and you are responsible for you and your kids. Does not sound like a holiday to me. I cant believe they would treat people like this. I still dont think it was a unfair request to get a chance to go back. I was not going to say anything, but i feel unhappy about how this was handled.