Unauthorised transactions on my account

I made reservation on bookings.com with the Hyatt Doha, due to visa issues and flights I was unable to attend to my booking. I made concessions for this by selecting “pay at venue” option and my card was not supposed to be charged but it still was. Now the Hyatt keeps saying I must contact bookings.com and then below is the bookings.com response. First my money was ********ly removed my account as the terms of the agreement is pay at venue so I want my money back.