Bad and unprofessional service

The place is run unprofessionaly. No point of contact for the place. They take long to respond to queries. The place has different rules to the ones they published on booking.com. On booking.com ,they say no upfront payment and free cancellation but the owner requested a 70% upfront payment. The booking was cancelled 7days ago but up to date no refund has been made. Instead the owner a certain B Dlamini refers me to a booking and cancellation policy that's not published anywhere for guests to see which is different from the one on booking.com which he himself referred me to. The service and level of professionalism in that place gets a zero rating from me. The place deserves to be removed from any booking platforms.