Bookings.com

I booked a long weekend at Pendelberry at Bela Bela and paid in full on 21st February 2023, I received the confirmation and pin. The weekend started on the 28th of April 2023. We arrived at Pendelberry at 15:00 but was told there was no booking, despite having the confirmation from booking.com and numerous empty units. I tried to get hold of bookings.com telephonically but the automated voice asked for the confirmation and pin code which I inserted and was told they cannot find the reservation? After numerous attempts we got hold of somebody who told us the money had been refunded - which it hadn't as we checked our banking details. We were then told that the money would be refunded and reflect in 5 working days. No alternate accommodation was offered and we were left stranded. This is totally unacceptable and I would advise anybody to not use booking.com.