SERVICE SUCKS, WANT MY REFUND

I ARRANGED A BOOKING IN DURBAN AT Bentley Backpackers AND TO MY SURPRISE WHEN I GOT THERE MY ROOM WAS NOT BOOKED AND THE PROPERTY MANAGER DIDNT KNOW ANYTHING ABOUT MY BOOKING, THEN I HAVE TO CALL THEIR CUSTOMER SERVICE WHICH TAKES FOREVER TO ANSWER, THEN YOU CAN BEARLY HEAR WHT THE CONSULTANT SAYSFROM THE OTHE SIDE, I WILL NEVER EVER USE BOOKING.COM, TOO QUICK TO DEBIT MONEY WITHOUT PROPER ARRANGEMENTS FOR BOOKINGS, WILL NOT EVEN RECOMENT IT TO NO ONE.