Full refund and remove Motibidi guest lodge off your website

We went on holiday in Mpumalanga last weekend. We booked online and paid. When we got to the place - Motibidi guest lodge - the place was unsafe. The gate they used zinc as part of the gate. The place was dirty, people were walking up and down the passage like it was a hostel and we felt unsafe. The picture and the lodge were not the true reflection of the place. We told the owner that we were not happy and we would like a refund as we were not happy. He said he will only receive the money in 5 days and we need to cancel online. We did that and had to find another place as we were traveling with kids. To our surprise that we still have not received our refund. We called Bookings.com and we were told that a cancelation fee will be charged? Why?????? We're we supposed to stay in a place where we felt unsafe? We called them 5 times and we were told that they are waiting for the owner to send approval to refund us???? Why should we wait for our money cause we did show up, we felt unsafe, informed the owner, did the cancelation and added why we were not going to sleep there. To our surprise now we have to wait for our full refund? In fact we need to be compensated for the petrol we wasted as that lodge is not supposed to be on the booking.com website as it does not meet any of their standards and it's misleading the customers. We need our refund and in fullconfirmation number ***

Pin code: 0264