Bad experience

On the 18th i booked The Executive Apartment in Ellipse Waterfall City, Address: 2306 Karkloof Crescent, Midrand, South Africa, 2066 for 1 night Check in Sat, Oct 18 Check out Sun, Oct 19 with Confirmation number ***. When i got to the property the owners provided contact number was off and i did not have access to the apartment although money had been deducted from my account as a result i have to pay for a different booking at the reception. Yesterday i managed to get hold of the owner and she asked me to cancel the booking so that i can be refunded and i explained to her i do not get an option to cancel and she told me she can't cancel from her side. Customer care from Booking.com is as good as useless because it doesn't make it easy for clients to request for their refunds. Can someone kindly contact me on my number *** or email ***