worst customer service EVER

<p>a few weeks ago, i booked a trip for my family as it was my wifes birthday the following week ad wanted to surprise her. so i booked at SunCity the Cascades for the weekend of the 03rd - 05th Feb. my booking and payment was made on the 26th Jan. Unfortuantely my wife fell at work on the 27th Jan and broke her leg. she had to be hospitalised as she needed an operation and was put off for 8 weeks. The doctor requested for her to remain in bed and not put pressure on her leg for teh next 4 weeks. so i contacted Booking.com and advised them of my situation, i also sent them the doctors report as well the hospital admission report, so that i could get my money refunded, as we were only going to travel the following week. Booking.com told me that they will let the Cascades know and get back to me. i received an email from them advising me that my money will not be refunded, as Sun City has a cancellation policy. i was contacted by Sun city on the Saturday that we were supposed to be booked in, to check why we have done so, i explained my situation and spoke to a guy by teh name of Marks whom was extremely helpful. i sent him all teh docs as well as an explanation and he arranged for the refund. i received an email today from Booking.com advising me that my money will now be refunded,as if they did all the work to get me the refund ( i already recevied an email from the Cascades 2 days ago, advising me of the refund. )</p>