Booking fees@ Sefapane Lodge and Safaris

I had booked for my parents to go there to relax as they are old people, but life happened and they informed me in time that they won't be able to make it so I had to cancel the booking, it's a long process to even cancel your booking and the time they attend your matter they will tell you that" it's late to even make any cancellation and we will fully charge you for the full accommodation" what the **** is that? It's festive season and people just wants to relax and enjoy, When paying for the booking I didn't give you guys problems and I know policies and procedures are in place and I respect that, instate of advising your customers properly and making them understand you guys do the opposite. Can you take your cancellation fee and give back my balance thank you.. Confirmation number: 2736554090.