No response from booking.com or La Montagne Ballito with enquirey

I booked a trip for a weekend away and paid for it. It did not specify that it was non-refundable. I had to cancel and the website said I could cancel but I may be charged a cancellation fee. I did not know if it was through the hotel (La Montagne in Ballito, KwaZulu-Natal) or booking.com. I sent more than one email to both establishments over a week ago and have yet to even be acknowledged.

I asked if I was going to be refunded (thats what the website imp****). R5500 for a long weekend is a lot of money, and I have used booking.com quite a lot in the past and never cancelled before. I would not have cancelled if Id known I would not been refunded - the website should be clearer if this is the case (I still do not know). I would at least like to know the situation. Why cant booking.com or the hotel send me an email with any information at all?? Just a RESPONSE would be nice.

In addition, as soon as I book - and PAID for it - I received this email: "Unfortunately, we are unable to process the card details which have been submitted via Booking.com due to POPI and GDPR regulations. If you have paid Booking.com directly with the “PAY NOW” option at time of booking, please ignore the request below.**"

I emailed the hotel about that too - only to confirm I had paid and confirm my booking - with NO REPLY. This review is for booking.com but La Montagne will get the same one.

Seriously, BAD service!!! I use booking.com but if this is the customer service I will think twice in the future.

Booking Number: ***