Pathetic service

Made a booking for 2. Money debited and we received a email confirmation. When we called the venue on the day we supposed to book in, we were told that there was no place available and they never got any confirmation from booking.com. Try calling the help line and there is no option to speak to anyone. It asks for a booking ref and when you type it in, it says not valid. I had to get a place last minute and pay cash. Need a refund without any charges as there was no place for us to stay.