Parkdean Resorts complaint: Refund

This company is a joke. My mother in law booked a holiday break with the family, however, she has sadly passed away recently. We have contacted Parkdeans joke customer services on numerous occasions. I then sent a copy of the death certificate as requested but received no response from them. Finally after ringing for over a week spoke to someone in customer services who stated they had not received the e-mail. However, I had an auto response stating they had received. However, I again forwarded the certificate and again no response from them. I managed to get a web chat with customer services as again their telephone are stated as unmanned at the moment and they stated that they are going to keep 80% of the holiday cost as a cancellation fee. This is on top of the death of my mother in law and causing stress for hard working families who have struggled to finance a holiday. This company is shameful and I would avoid making a booking with them at all cost, just look at the reviews and I am not the first. I am going to make as many people aware of this company as possible.