Bogus venue and no refund

In Dec I made a reservation for accommodation for 1 May. Due to lock down having been extended and further circumstance I wish to cancel my reservation and get a refund however they are making it impossible to do so. Firstly the venue seems t have vanished off the planet, other guests were left stranded earlier this year, the phone number they provide is not answered. Their link to customer care is dysfunctional and the phone to customer care is answered by a BOT that will not let me speak to a human being and does not understand my issue. I cannot accept that I cannot receive a refund when the venue no longer exists. Also by limiting the days until travel before they pretend they will answer they push everyone into the no refund zone. Then to add insult even though its less than 10 days the BOT still won't let me speak to a person. This is atrocious. Please do not use hotels.com rather use a local south African company