Booking.com

I have booked with booking.com from for my stay at never at home in Kloof street Cape Town. I am extremely disappointed with them. In January I was very ill. I was at deaths door. My mom was asked to fly from the UK to Cape Town to fetch your daughter, she is dying. I cancelled with never at home. Because I could not stay there, as I needed medical intervention. I have sent numerous emails to and fro. They are refusing to refund my money. I have sent an email to *** Amsterdam, they are also sending me to and fro. What else must I do. I am in the middle. The one company is saying I need to contact never at home. Never at home is saying I need to contact booking.com I am highly disappointed. This is my reservation number for the apartment *** pin 2421