Bad service

I made a booking through booking.com and paid the amount due only to be told a short while later that the establishment could not in fact accommodate us. (Second experience in 6 weeks through booking.com) Booking.com said that they would try and waive the cancellation fee and that I would be refunded in 7-12 days.......even though I had to pay immediately It’s 14 days later and I have still not been refunded !!!! I will certainly not use booking.com again nor will I recommend them