Refund Request From Booking.com

I made a reservation through the Booking.com application for a stay at Hideaway Haven between 24 and 26 October, with a total cost of R1440. When my partner and I arrived at the property, we were told that they were fully booked and they could not explain why the app had allowed our booking. The owner then said they would prepare a room for us. However, when we went to check the room, it was already occupied, with someone sleeping there and drinking inside. The occupants then had to be evacuated, and we still had to wait for the room to be cleaned, which I found completely unacceptable. Due to the condition of the room and this overall experience, I informed the owner that I wanted to cancel the booking. The owner agreed, apologised for the inconvenience and approved the cancellation in front of me. The free cancellation and approval also appear in our Booking.com messages. Despite this, my payment of R1440 has still not been refunded to me. I am extremely disappointed with this experience and the way it has been handled. I request that my full payment of R1440 be refunded to me immediately. Kind regards, Ziphozethu Mdo**   Contact: +27 71 101 82** Email: Zips**@gmail.com