Not Hospitality at All

I made a booking via Booking.com (worst mistake). I had to contact the Hotel directly as i was advised that Baleens Hotel had my refund. I spoke to the manager Petra who gave me lots of stories regarding my refund. Her last words were, i never told you to make a booking with us and your money is in the system which is held by booking.com. I booked and cancelled on the same day (19th Sept 2018) and still await constructive feedback regarding my refund! Extremely disappointed with the service at Baleens Hotel and in my case, Petra has no idea or concept of the meaning of the word "hospiltality"!!!