Booking was not refunded - Dirty guesthouse

I booked online through bookings.com for accomodation on the 6th of December 2025. Ref nr *** at Neon Moon Welkom. I did not sleep over due to dirty guest house. I put in a complaint to bookings.com and they offered me R500 refund - I accepted. The owner of Neon Moon said bookings.com must refund me - they said 10-15 days - I never received my refund. I will never use bookings.com again and Neon Moon in Welkom will never see me again - one very dirty room was offered. I am very disappointed with bookings.com and the way I am ignored with my refund.