Simbavati - poor customer experience with handling of booking refund

I booked a night at Simbavati Fynbos on Sea for a last minute anniversary night away on Booking.com. I booked this on the 26th Dec to stay on the 27th Dec. A few hours later, my husband informed me that he had also made a booking closer to home and so I sent a cancellation request (also on the 26th). I also phoned the property and they confirmed that they would accept the cancellation request asI had only just booked. However, it appears that due to holiday/shortage of office staff, they did not accept this cancellation on Booking.com and so this went through. I made countless calls, emails, calls, in app messages to Simbavati but was told that they would attend to it when all staff were back.

I am however STILL waiting for this refund which is unacceptable and now at the 11th hour am told to contact Booking.com. I assume that Simbavati has been paid by Booking.com so I cannot understand why they can't provide the refund. I have asked for this feedback but have not had a response.