Unforeseen happens

I had very unpleasant situation where I was involved in a accident due to that I had to cancel my booking with Silver Oak Boutique Hotel in Durban Glenwood, I called the premises I was advised to contact Booking.com for assistance whether it postponing or cancel with free of charge this was on 27 November 2021, I did so I was promised there I will be refunded , on that day late I had call that I need to be in Durban due to my injuries so I called in to ask if my husband can stay there for the night but I was told the transaction it already approved for cancellation..

Even the lady from this boutique hotel so cold , she was inpatient with me , never sympathy but she was very ****** oh YOU people addressing me and you can tell she was very annoyed 😠 by me.

Till today the premises they are unreachable and Booking.com always giving me half story we are sorry 😐 so so ... I’m disappointed ☹️