Very Bad service Hotel.com

Hello Peter I have make a booking of the accomodation with Hotel.com. I paid using my Visa card. And the transaction went though,recieved the confirmation Ref.no. ***. When we arrive to the Guesthouse they did not have our confimation booking Ref: the place was even inappropriate. We could not check in as the place was fully booked. So we called the owner using this number ***.to give out refund. She then told us she can not give it back because the Hotel.com did not give the money to her. She instructed to request our money back from Hotel .com. I have been sending them emails since the 4th of December till till the 8th December I haven't hear any response from them I even Called their Call Center in this Mumber.*** spoke to Glenda who refused to provide me with her Surname. All I need is my money back.

Regards JUSETTE Tel: ***