R20448.45 taken and never refunded!!!

Paid for a holiday at the Blyde Luxurious Villa. Paid R20448.45 via eft. Contacted them within 48 hours and notified them that I need to cancel as I could get leave. Booking.com kept telling me that they have sent the monies back to The Blyde Luxurious Villa and are not contactable. (The numbers simply arent answered) Contacted The Blyde Luxurious Villa and they told me that Booking.com didnt make a payment to them. So someone just took my R20448.45?