Unhappy customer

I booked 3 nights via booking.com for Intle Boutique Hotel Jeffrey's Bay. Now I spent 2 nights due to emergency I had to cancel. I requested the property for cancelation and refund. They sent me to Booking.com and Booking. Com has refused to refund while the transaction was made online to Booking.com. I feel like they are playing games with me because they said last month they will return my call but none of that has happened. I hvxae been in contact with the property( intle boutique Hotel) ad the agent but no way forward. I need my money back.