Disappointed by booking.com

They are not assisting me to get my refund from Hotel Diplomat despite my emails requesting them and informing them of the bad situation i met upon arrival at this horrible affiliated to their system. i informed them how bad the room was and i was expecting them to intervene because i booked through them and it was on their system where i saw this hotel rooms and food appearing good and encouraging to take. They should listen to clients and even take steps to investigate what a client is saying. But their silence is not golden at all. i am very disappointed booking.com. They are even aware that i booked a new accommodation still on their system as i was lost and homeless in Brasilia.