Shocking service by the owner

Absolutely shocking appaling service. We booked a room via hotels.com and the booking was confimed. On our way the there the owner told us her place was fully booked and could not accomodate us. What makes this worse is she even says that she does not take calls. Very frustrating I dont know know why someone would be in the hospitality industry if they lack the basics of what the industry requires (HOSPITALITY)?