Bad service from Booking.com

I cancelled this booking I did via booking.com as the property was filthy and had no secure parking but I have not recieved my refund yet. Details of the cancellation are here below

NURA HOTEL AND RESTAURANT via Booking.com <***> Thu, Aug 29, 1:08 PM (4 days ago) to me Booking.com Manage booking

Dear Takalani Nemaungani,

We have received your request to cancel reservation ***.

Although there is a charge associated with this cancellation, we will try to find the best possible solution for you. We have asked NURA HOTEL AND RESTAURANT to make an exception for your reservation, and hope to have an answer for you shortly.

The reservation policy selected by you does not allow for a free cancellation or modification at this time. This means that a fee will be charged if you decide to cancel or make changes to the reservation. The policy details are stated at the time of booking, and are included in your reservation confirmation for reference.

For any questions, you can contact the property at +***0 or send them an email.