TAKES MONEY IN FULL BUT NO AVAILABILITY AT ESTABLISHMENT, MXM!!!!!

I made a booking REF: ********** 1 on the 28th December 2018 for accommodation in Durban at Bellair Suites, made the payment in full. When I followed up the next morning to get confirmation of the booking, the establishment tells me that they haven't received any requests from Safarinow. I call Safarinow and spoke to Sherry to find out whats happening and they told me unfortunately the establishment cannot accommodate me. WHY TAKE MONEY IF YOU ARE NOT SURE ABOUT THE AVAILABILITY. I need a full refund as soon as possible, as i'm checking into another place on Tuesday 1 January 2019 and I need to pay the establishment in full. YOUR URGENT RESPONSE WOULD BE APPRECIATED!!!!