hotels.com are they a con?

We were invited to a special friends wedding so I booked a room at the De Villiers Country Guest House in Villiersdorp for Saturday 27 March 2021 and paid in full a month ago through hotels.com. We arrived at 1:30 to check in and we were told they weren’t notified by hotels.com and were fully booked. I am waiting for a full refund.