Pearls of Umhlanga 4,3,2,1 or Studio or Penthouse

Not happy with the decision made by Pearls of Umhlanga 4,3,2,1 or Studio or Penthouse

I booked my mum a holiday on 23 Dec 2023 ( 2 nights) with this place... I am in Hong Kong, not in South Africa. My mum developed heart failure. and we had to postpone till sometime in January, I couldn't confirm a date as my mum's health was precarious. ( no apartment was reserved). I informed the holiday place of my mom's health and they were accommodating. My mum took a turn for the worse in Jan (all proof can be provided) and ended up the whole month in the hospital. I informed the holiday place ASAP and said I would get back to them in Feb with a booking date, as my mum is still unwell. (No date was confirmed., No room was held). We were not sure if she would live. During her third admittance to the hospital, I requested a refund. The doctor even advised that she couldn't be in a hotel. (We have proof thereof). My mum tried calling this holiday place several times from the hospital to provide proof of her condition. They ignored her call. and dismissed her. The company refused to refund me or my mum (not one cent) this was their response when r I complained on bookings.com, Quoted verbatim and with their spelling errors Pearls of Umhlanga 4,3,2,1 or Studio or Penthouse "Dear Guest, Thank you for your review. Be very careful as you did postpone your trip which is not normally in our cancellation policy as we tried to assist you where we can however you still cancelled twice, unfortumately we have a cancellation policy and it is applicable as we did reserve the apartment twice over and you did not SHOW or inform us in advance of your second cancellation or NO SHOW again" I wish to put on record 1. the booking was for my mum. I2. I kept this holiday place up to date every step of the way, via WhatsApp 3. This is a democracy with free speech so what should I be careful of........(being transparent and honest) 4. No rooms were held for me as I did not give any confirmed date as my mum was very ill. 5. Finally, I thought this holiday place was the Pearls Hotel. It is not! and the advertising was confusing to me. This company did not budge on their no-cancellation policy rule in this extreme situation. (my mum had heart failure (no fault of her own). I have never dealt with such a heartless service provided. They didn't ask once about my mum's condition. I suggest all customers check on the disclaimer before booking any holiday place. All professional places usually provide refunds under special circumstances (even with a disclaimer, of no cancellation). ************ service providers can take advantage of this disclaimer and in essence rob people of hard-earned money. This holiday place should be ashamed of itself. Ethical behaviour and moral values should be the ethos of all decision-making. It is what makes a business sustainable and keeps customers coming back.