Paid for nothing

Very bad. We booked a transfer from the airport to the hotel. Our plain was 20 minutes late. There was nobody with our namecard waiting. We had to look through the whole terminal to find the office. We asked the info point of the airport. The told us were the office was. There we were rudely sent away: you have to go 4 offices the other way. There was a woman that said: the bus is already gone, take a taxi. We already paid for transfer, now we had to pay again? She said: you can ask your money back at the office. We e-mailed the office. No reply. E-mailed again. Answer; no we do not give your money back. You're plane was late. You arrived at 14.58, the bus left at 15.00, we waited an hour. Sorry? How is 20 minutes late an hour and how can we get off the plane in to minutes to get to our transfer that apparently leaves at three? How were we supposed to know? It is very common planes are late. Very bad service, we feel betrayed, because the woman in the office said we would get our money back. And we were totally left alone, finding our way to the hotel. This is not how you want to start your vacation: paying money for getting nothing.