Booking.com Hotel Had No Water – Full Refund Request

I made a hotel reservation through Booking.com at St Andrews Boutique Hotel in Johannesburg for a stay on 8–9 August 2026. The reservation was under the name Dikeledi M***e. When I arrived at the hotel around the 2 pm check-in time, I was informed that there was no water at the property. Because there was no water, it was impossible to stay there under normal and acceptable conditions, so I had to make other bookings and arrange alternative accommodation at my own cost. This situation caused me serious inconvenience and additional, unplanned expenses. Despite this, my reservation with Booking.com still appears as if it is active, whereas I could not use the service I paid for due to the hotel’s lack of basic facilities. I request that my booking be cancelled on this basis and that I receive a full refund for this stay, as the hotel did not provide essential conditions for accommodation. I kindly ask Booking.com to review this situation and process the cancellation and refund as soon as possible.