Unacceptable Conduct by Booking.com

We made a booking for a venue at a game lodge recently, through Booking.com which was confirmed by the company. We were subsequently advised by Booking.com to make payment, which we immediately did. A couple of days later, we received notification from Booking.com that the particular venue is not available any more. As a result we naturally demanded our money back. As much as Booking.com has a "no refund/limited refund" policy, we as the customer is in no way responsible for this error. We did not cancel on our own account and therefore the refund policy cannot rightfully be invoked; Booking.com made the mistake. After numerous unsuccessful attempts to engage with the company, we eventually received an email from their customer service division conceding that we are entitled to a full refund. The communication however, did not provide details as to when the refund is to be expected. Yet, to date (near two weeks later) no refund has been forthcoming. It is extremely frustrating to send emails, only to receive either no reply or non-committal responses. Upon attempting to phone the call center, one is forced to hold for extended periods of time (anything ranging from 20 - 45 minutes! And again, only to speak with an agent who makes promises of "follow up" and "escalating the matter"... I have since, again attempted to - in writing - solicit information relating to the expected refund. Thus far, no response is forthcoming. What a frustration amidst the all the dishonesty!