Reference ***; pin code 1815

I booked accommodation for one of my staff members at Aqua Stone Guest House in Nelspruit and paid in full. Check in 18 March. Upon his arrival, the owner stated that they did not receive payment from Booking.com and as such did not secure his room. I had to make alternative arrangements and pay for accommodation again. The host/owner was rude but besides that, I have been to date, unsuccessful in obtaining a refund from Booking.com. They keep on requesting the same information already furnished. We are using Booking,com REGULARLY but I am now hesitant due to their inability to assist.