Complete incompetence from Totalstay & Rochelle

If I could give them 0 stars I would. I made a booking through booking.com, and received a message from Totalstay (through booking.com) asking me to make payment in 24 hours or my booking would be cancelled. I did not make payment and - naively - assumed that my booking would be cancelled. Fast-froward a month, and Totalstay says I owe R7000 through booking.com as they did not, in fact, cancel my reservation. Booking.com has been fantastic, and sorted out the entire mess through one phone call. A special shout-out to Rochelle at reservations, who failed to understand the issue, would not let me speak to anyone else, and then hung up on me. Potentially the worst customer relations management I have ever come across.