Refund

I made a booking for accommodation in December via booking.com made the payment same day,however, two days before my stay the owner of the unit I will be staying at called and told me there's a leak in the toilet which needs to be fixed therefore it's impossible to be accommodated and should therefore cancel with booking.com so that they can refund me.

I did that and the email said I will be getting my refund within 14 days, the 14 days has come and gone. I have written to their customer service more than once with no response.

Can booking.com refund me as it was no fault of mine that days before my stay there was a leak issues and was requested to cancel my accommodation.

Booking no: ***