Bookin.com *********/****-like behaviour

I have my own problem with booking.com and Bentley lodge & lifestyle in durban south africa. I requested a refund as the pictures were not a true reflection, iwas mostly unhappy with the location that was not presented online. I request a refund and they say they cant help me i have to deal with booking.com. Booking.com then contacts me and says they will make an exception and look for a solution but have to wait to get into contact with the property which they cant do and neither can i. That was 05/03/22, today 08 March 22, i has a POS purchase for that booking now for the second time. I dont know if im being ****med. and initially there was no confirmation option for the booking like i had previosuly with a booking i had tried about an hour before that.

Booking.coms email to me about the refund: 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 Bentley Lodge & Lifestyle 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.

The first place i booked in durban south africa was The Crescent, also has bad service like bentley lodge and lifestyle. they said i have to select confirmation which i i didnt but it was confirmed ans charged anyway. Its strange that i had asked for a refund and an ‘exception’ was made, but i did not see any charges for this booking in the first place. Booking.com is very sketchy.Booking.com asked me for my card number and cvv 3 digit number which is behind the card. not sure if that is ****mng or not.