Booking.com Reservation Rejected by Hotel Despite Payment

I made a reservation through Booking.com for November 21–22, 2025 at Bonita Lakes Inn by Capital O Meridian I-20. My reservation number is 5399040246. Immediately after the booking, $5 USD was charged to my credit card. The bank transaction description clearly states “Booking.com Prepay”; there is no charge under the name OYO.

When I arrived at the hotel, however, the property refused to accommodate me. The front desk stated, “We did not charge this $5; Booking or OYO must have charged it,” and denied my stay. As a result, I was left stranded at night and forced to find another hotel.

Despite contacting Booking.com customer service multiple times over the past three weeks, I have received no resolution. I am repeatedly told about a company named OYO. I made this reservation through the Booking.com app, and I have no relationship with OYO. All documents clearly show that the charge was made by Booking.com.

The following documents I provided:

the confirmation email received from OYO,

the reservation screen within the Booking.com app,

the bank transaction showing “Booking.com Prepay,”

clearly prove the issue I experienced.

My Requests:

A refund of the $5 USD charged to my card,

A clear explanation regarding why the hotel refused to accommodate me,

Resolution of this issue by Booking.com, without shifting responsibility to other companies, since the reservation was made through Booking.com.

The fact that no solution has been provided for three weeks is unacceptable. I am requesting an urgent resolution.