Cullinan premier hotel and booking.com

I have used the service in the past, but I'm disappointed at how my matter was handled I booked for accommodation for the 21st of November at Cullinan Premier Hotel for a night stay, how ever I wasn't able to check-in as on the morning of the 21st November my niece passed away and I had to attend to family matters. I was told I will get my refund of cause with certain clause and deductions to date I haven't received any response from the hotel they not responding when I call they disconnect the call I have sent emails, a lady by the name Loreen responded once and I provided her with the banking details. I also suggested to forward them with the Death certificate but still no one has bothered to respond. Service from booking.com and cullinan premier hotel is disgusting.