Booking.com. Worst backup service.

Made a booking with booking.com. I paid them not the hotel. Now I need to cancel And after numerous calls to them for my refund and they insisting I must contact the hotel directly. The hotel is also in lockdown so no one available to assist. Phoned booking.com back to explain but they are not willing to assist. So now I have no way of claiming my refund. Will never book with them again.