Booked a Hotel in Rome via Booking.com—Arrived to Find It No Longer Listed

On October 18, I booked a stay through Booking.com at “Comfortable Luxury Apartments Near The Colosseum – Rome”. When we arrived at the hotel, we discovered that the property no longer had an agreement with Booking.com and had not been removed from the system, which left us stranded on the street. Booking.com told us they would re-locate us and cover €30, but the alternative they found was in a very isolated location, so we did not accept it. After that, we were asked to find another place ourselves and made a new reservation through Booking.com in my account, which resulted in a charge of 18,000 ₺ to my card. When we arrived at that hotel, we were told our booking did not appear. During this entire process we had to call Booking.com customer service many times, and each time we had to explain the same story to a different agent.

Later, Booking.com offered us a different hotel—but it was in Venice, while we were in Rome. The idea that we should travel from Rome to Venice was shocking and added to our distress. During this whole situation we experienced serious hardship in a foreign country, carrying our luggage and searching for a hotel, and we received no definitive resolution from Booking.com.

I expect an explanation for what happened and a satisfactory solution from Booking.com given the hardship we experienced abroad.