REFUND REQUEST FRO CANCELLATION - booking.com and NKISI GUEST HOUSE

Made a booking through booking.com at Nkisi Guesthouse***nwer L Marnewick) KANG in Botswana for Robert L Barrie Confirmation number: *** in August 2019. Due to the death of a fellow traveller had to negotiate for the refund of their portion, and now due to COVIR-19 requested refund on 15th April 2020 for remaining amount. Since then constantly going through circles to proof that booking was done; full amount paid and then told to wait till owner will inform to pay the due amount. From a simple legal perpective the amount should be paid back as per the policy of cancellation BUT clearly booking.com and the owner play the delay game with a hope that request will disappear. LESSON learnt: cant thrust booking.com and those places suggested to stay over especially where upfront payment is required