Bookings.com bad service and non delivery when payment has been made

Made a reservation on bookings.com and they confirmed our accommodation in Cape Town and took the payment. We arrive in Cape Town and the property owner has given someone else our accommodation. We have had to spend 4 hours calling bookings.com and speaking to various agents! We still have not been helped. We requested them to look for another property for us and it’s not allowing us to process payment not are they willing to give us a refund. They telling us about a 12 days refund as stated by the same property owner that *****ed us over? Are they not the middle man that’s meant to refund us? Why are they removing themselves from the situation and no one has even bothered to call us back. So we still sitting at a restaurant trying to reinstate a booking we already paid for!!!!!!!!!!!!