Not happy with Booking.com

I have made a booking through booking.com for accommodation at Phoenix Home in Capetown. They have deducted the whole amount for the booking. When arriving at the accommodation at the time confirmed there were no one to open and no indication that we are at the correct place. When calling the host they said they are 10 minutes away and are sitting in traffic (which we were also in while driving from the airport to our destination) We had to go and could not wait any longer. Phoenix Home say they did ask Booking.com to help and refund the booking but Booking.com say they cannot. I am very sorry but will not use Booking.com for any future bookings anymore . Especially when they require upfront full payments.