Sondela Nature Reserve Does not have customer service

I don't even know where to begin the way I am heartbroken💔we booked with sondela Nature Reserve in June 2024 for 3 nights day between the 5th to the 8th December 2024. On Thursday the 5th of December 2024 on arrival at the security gate we discovered that our reservation was not on the guest list. We informed security that the reception said our keys will be left at the gate because we had called earlier on the day that we are running late. We were shocked that we are not on the guest list and security called the manager who was on shift that night it was around 7:30pm. The manager just told us we are not confirmed and there is nothing he can do we must return back. We were 15 women at night. He didn't care what was happening to us even after security told him we have proof of payment and emails. The treatment we received was so disgusting and disrespectful. Even now we been taken to Pillar to post for our refund.