Service scam

1 star is even generous it's a zero as I couldn't continue without selecting a star. Made a booking on 02/12 and within 15 minutes cancelled the booking. To my surprise an email confirmation comes and the cancellation fee is at 100% booking fee😡. Contacted them on Saturday spoke to John who told me it's up to the property which is Royal Marang to waive the fee, and that he will send an email to the hotel and come back to me within 48hrs. Until today I have not received an email from John. Contacted Royal Marang on 03/12 spoke to Neo, who told me a different story that booking.com must be the one authorising them. Since then I've been sent from pillar to post by both booking.com and Royal Marang. Yesterday 6/12 spoke to Mohammed from booking.com and Chris the manager at Royal Marang who could not conclude the outcome as Chris is waiting for an email from booking.com and Mohammed from booking.com is waiting for Royal Marang to respond. Meanwhile I am in a panic of loosing R4900. What scam are these service providers playing. Can an email from Germany to RSA take 5 days. Is this how these companies exploit people by putting terms that are not lawful and fair to customers. Where in the hell can a cancellation within 15 minutes be subjected to a 100% penalty. I understand if it's last minute cancellation. After 5 days I have still not received any feedback following numerous escalations... Between Royal Marang and Booking.com is someone going to come back to me....