I left countless messages but i don't get any response from them

I booked via Booking.com for Birds Paradise a very bad place to book a stay, they don't care about their customers they tell you to lodge a query with Booking.com instead of assisting. i booked with them via Booking.com and they told me that they don't do check ins after 20:00 pm and they will not assist me any further after i've paid them. and it would have been better if i was alone but the kids were there as well. imagine looking for a place to sleep at night with the kids in Durban a place i'm not fimi**** with hence i used booking.com. but now they don't want to refund me my money, but they were quick to say they won't be able to assist me at night.