Bad, disgusting service from Sabie River Bush Lodge

I booked this place via bookings.com and made a payment for it. when it was about a week before the check in date l called and asked for postponement because the initial plan was that only me and my husband will go, but then we change plans we needed to bring our two kids with. I told the African lady that l was talking to that l needed the date for the 27th November because by then my exams would have been finished and also my kids would have been done writing. Upon me following up on a week before the 27th November l was told that my booking was not on the system as it was reserved for 2 October, and they have an email from me. I then requested that email as l was sent from pillar to post, and finally l got the lodge Manager, Candice Lane, who was very rude to me. I then requested my refund back since they couldn't help me with accommodation, and she told me to back off as l wont get my refund back since l didn't show up on the 2nd October as per the email I sent to them. I have been asking for that email for 3 weeks now and no one is responding, hence Im writing this review. Very bad, pathetic poor service from Candice and her team.