********* and ******** business practice by Zimbali Boulevard Suites 219 and Booking.com

I would like to share the ********* & malpractice of the owner of Zimbali Boulevard Suites 219. I made a booking via booking.com on the 10/03/2023 for a 1 night stay at Zimbali Boulevard Suites 219, check-In the 11/03/2023 at 14:00 PM and check- out 12/03/2023 at 10:00 AM. On the early morning of the 11/03/2023 I had sent a cancellation request via booking.com at around 06:30 AM with the request of a refund as I needed to attend to a family emergency. Please note I did notice the terms on a cancellation request of booking.com which stated “If you cancel a booking and the owner of that unit does not reply, the booking is still valid to the individual whom has rented that unit.” At around 12:30 PM that day after not receiving any response from the owner, I called them to advise that I will be able to take up the already paid for booking as I was able to attend to my family emergency ( this is before check- in time), the owner of the property advised that I would now not be able to take up my already paid for booking as they mention booking.com would process a refund as a cancellation request as already lodged( noting this owner did not respond to until I called). As per the owners response I did not take up my already paid for booking and I wanted for a response from booking.com and the owner of the unit. After Numerous follow ups I only received a response from the owner on the 24/03/2023 (2 weeks later) advising me that they will not refund me. This is a direct violation of booking.com terms and condition as I was willing to take up my paid booking before check in times and there was no response from the owner until I called them to inform them I will still take up my booking so this transaction should be null- in void and I should receive my refund. Also this goes directly against the CPA as I paid for a service which I did not receive. This also breaks the Treating Customers Fairly Act as by law the booking was still rightfully main but I was denied it. With all of the above I should be liable for a full refund. This owner directly **** to me when I wanted to take up my booking and this is ********* business practice. If booking.com is willing to stand with such property owner, then they should also be exposed for the lack in quality they offer to clients. I will take this matter to the national consumer commission if both parties can assist me with my refund. Booking number is ***. The owners email address is ***