Pathetic service! I want my money!

Hotels.com I will never use their services again. We booked from the 21/06/2020 to 23/06/2020

South Africa was under lockdown, but the website stated they were open, after driving to the venue, they informed us they were closed and had not taken any occupants since the 29/03/2020 we consulted with the owner and she informed us that she has not received any payment from hotels.com, we have been in contact with the owner via WhatsApp and email

I have made more than a dozen calls and spoken to countless agents, I either get hung up upon, stay on the line and listen to elevator music for 20 minutes or the agent advises they will escalate the call to another department to contact the venue.

Here's the funny story, the number registered on their website belongs to the gardener and he resigned last year 2019. When trying to provide them with the new number they refuse to accept it, which is understandable due to ***** etc, but they have been "trying" for 3 months and are unable to get in contact with the owner, so that tells me either the email or number or both are incorrect.

I have logged numerous calls and when I call back they advise the call has been closed but we can log a new call. I dont receive any notifications from them. Email, cell, whatsapp etc they do not get back to me and i need to keep calling them with no luck as all the agents are only able to log and close calls, not resolve the issue.

I'm fed up and tired of phoning.

I want my refund!!

Ps, phoned today and they advised all my previous calls are closed and a new call has been logged, I should expect feedback within 72 hours... lol same old story.