Booking.com – Mismanagement of a booking

We went to St Margarets Loch Apartments on 25th May to stay for 2 nights, for my son to run the marathon on 26th May. En route we were delayed by accidents and phoned customer services to try and make arrangements to pick up key as keyholder was not available after 7 pm and we were going to arrive at 9pm. Was on phone whilst on road for over an hour - agent didnt understand anything (very poor english). Eventually we phoned proprietor direct and made arrangements with him (he had been told we were waiting outside and he wouldnt give us keys which was untrue!)

On Monday 27th May as we were leaving I got an email saying booking had been cancelled by Booking.com and that a refund would be issued., The landlord got same email and promptly took another £259 from my account to cover himself as he wasnt at fault.

No refund came from B.Com and when I phoned to complain was told they dont handle the finance (so why tell me a refund is coming from B.Com?). When I said my account was now overdrawn I was offered £21 as compensation! For all that stress and hassle! I still am overdrawn - no sign of any money to come back - no word from B.Com