Booking.com Kuala Lumpur Stay Failed Due to No Check-In Support

I made a confirmed, prepaid reservation through Booking.com for Vortex & Royal Suites Kuala Lumpur for one night on 24 May 2026, with check‑out on 25 May 2026. The reservation was made under confirmation number 6961.046.957. In the booking information, it was stated that a person at the property would assist with check‑in on arrival. When I arrived at Vortex & Royal Suites Kuala Lumpur on the reserved date, there was no one available to check us in. We waited for around two hours at the location and tried every contact option provided. The phone number for the property listed in the booking details was not reachable, and during this time I also tried to contact Booking.com customer service via phone, chat and email. However, I was unable to reach any real support, as the customer service phone numbers did not work or were effectively non‑existent, and there was no clear and accessible customer service email. Because we were left without any support and could not access the room we had booked and paid for, we had no choice but to book another hotel room at short notice at roughly twice the original cost. This situation caused financial loss as well as significant stress and inconvenience, and I am extremely disappointed with the lack of support and the inaccessibility of Booking.com’s customer service at a time when assistance was urgently needed. I kindly request a full refund of the original Booking.com reservation for Vortex & Royal Suites Kuala Lumpur and reimbursement for the additional hotel costs I had to incur due to being unable to check in to the booked property. I ask that this matter be investigated and resolved as soon as possible.