Booking Did Not Provide Access to My Dubai Accommodation and Ignored My Messages

Hello, I am G*** T*** K***. We booked our stay in Dubai from 31 August to 6 September 2024, with confirmation number 4695153849, at a place called "Stunning View & Awesome Location" at Beach Vista, Tower 1, EMAAR Beachfront, Dubai, and paid the full price. It was stated that we would receive detailed information about the accommodation. However, after arriving in Dubai, we sent a WhatsApp message to +971564001252 to inform them of our arrival, but we did not receive any response. No message or email was sent to us regarding how to access our accommodation. When we went to the address, we were not allowed to enter as they had not received any information from the booking team. We had to spend the night outside and find another place to stay the following day at a higher cost. Later, we received a message from +971564001252 saying, "Hello, sorry for the delay in response—our messaging system had an issue for the past 24 hours. If you still need assistance, please let me know." After this, they ignored us, as they did not respond to our further messages. Despite the inconvenience and trouble we went through, Booking.com charged us ₺9658. We request an immediate refund and resolution of our grievances. Thank you, G*** T*** K***, E*** K***, F*** K***.