Poor customer service by booking.com and Great Choice guesthouse

I made a booking through booking.com. Upon arrival at the Great Choice guesthouse in Salt River, Cape Town, a very rude and unhelpful lady told us that the guesthouse is full. I have been sending emails about a refund but are just being ignored. The money was deducted from my account. It is morally wrong to allow a client to pay for a service that was never delivered. Great Choice guesthouse is a bunch of *******.