Stranded with family in Plettenberg Bay

In April 2021 i made a reservation for accommodation at Jenmilla Plett Apartments as i was traveling to Plettenberg to celebrate my birthday with family. I used the Booking.com platform to make the reservation and since we were driving from Klerksdorp, i went through the check-in instructions updated the estimated arrival time to between 19:00 - 20:00. Unfortunately due to first time driving in the area, the GPS took us through a long gravel road that delayed our arrival to around 9pm. There was no one at the gate to open or welcome us, i managed to find the venue's contact number and called. The lady informed us that thier check-in is strictly until 5pm and the person who does that cannot travel to the venue after hours and no securty onsite. She couldn't explain why they did not contact me to confirm arrival or why the check-in time requested wasn't communicated as not allowed. For months the venue personeel said they are requesting Booking.com to refund me as the money did not reach them. To date i have not received my money back paid for a service i also did not get nor cancel.