Horrible!

I made a booking and paid for it on 19 July. Yesterday I contacted the establishment to add a extra day to the booking and to my surprise they could not locate my booking that i made through hotel.com. The establishment said there had occurred a double booking and that I should cancel the booking through hotel.com. its been going back and forth with hotel.com and all they say is that they cannot get hold of the owner therefore cancellation policy stands. This is appalling as I didn't make the double booking and i didn't choose to cancel the booking but between hotel.com and the establishment its a struggle to get a refund. They say one thing and do another thing. So basically they just expect you to write off money for booking they couldn't honour.