BAD CUSTOMER SERVICE FROM VILLA PARADISO

I did a booking through bookings.com for a weekend away at Villaparadiso and have paid 50% of the amount. i had to cancel due to unforeseen circumstances which i explained to both booking.com and Villaparadiso.

I did the cancellation on 2nd October 2018 and have been taken from pillar to post with regard to my cancellation and the refund. Booking.com tell me that Villaparadiso refuses to pay back my deposit although they have pleaded with them to do that. I spoke to Elma Viljoen from Villa Paradiso who was not very kind on the phone. She even told me that i can report them wherever i want. Your prompt assistance is highly required.