ill treatment and no refund

Good day

We reserved a booking via booking.com at Serena Palms in Strand for the following dates from the 6th to the 8th (this weekend).

Unfortunately our stay was cut short for noise related complaints. The owner of the property and her husband brought tasers to chase us out at 4am in the morning today. Threw them our bags out which one broke and also drove on my friend’s foot who has been bleeding profusely. These are 4 black Women who were left stranded outside very early in the morning

We requested for a refund for the remainder of our stay & the owner said we must do a cancellation on the App. Doing the cancellation from our side means we forfiet the booking which will subject us to cancellation penalties.

We requested the owner to cancel from their side since she chased them out. But refuses to do that.

The experience was horrible and my friend is in serious pain.

We have contacted Booking.com via their contact centre, which took us close to an hour to finally get an agent, which advised that we are reliant on the response of the owner to get our refund which is really unfair.

We seek atleast a refund.