Boking.com refund policy stinks

Scottish friends booked an apartment in Mouillie Point through Booking.com. the apartment was not available for another 2 days from when they arrived and an alternate apartment was offered which was not acceptable in any way. Nothing like what they had requested and paid for. We found alternate apartment via airbnb in the same original block. This after confirming the booking as they were boarding their flight in the UK. When asking for a refund were told that this could only be paid into a South African bank account and not repaid to their UK account. We had to accept the refund on their behalf and now have to get the money over to the UK for them. Not acceptable practice