Host Refuses Entry on Confirmed Booking.com Alexandroupoli Reservation

I made a reservation via Booking under the name Didem B*** for the dates of September 5–6, 2026, for a property named "Dream Hane Home City Relax Alexandroupolis" in Alexandroupoli, Greece, paying 14,049.59 TL by credit card. While my reservation appeared as confirmed in the system, the property official called me to state that the reservation had been canceled and that, not wanting us to be left stranded, we should send them a direct wire transfer, claiming the money would be returned later. I shared a screenshot with them showing that no cancellation was visible on the Booking app and emphasized that my reservation was active.

Despite this, the property representative stated that they would not hand over the house under these terms. We nevertheless traveled to the provided address (Avantos 14, Alexandroupoli, 681 00, Greece) to try our luck for check-in, but there was nobody there to assist us. A total of 5 people were left completely stranded; we were forced to check approximately 10 different hotels and were only able to find availability at a single hotel in Komotini. The stress, hardship, and loss of time we experienced were beyond measure.

Furthermore, on the exact same day, we clearly observed through a search on Booking that the very same property was re-listed for sale under a different name, and we are attaching the screenshot of this listing. The fact that the property owner refused to hand over the house despite our confirmed reservation while simultaneously re-listing the same location under a different name clearly demonstrates that the owner is not acting in good faith and that this is a deliberate scheme rather than a system error.

I reported this fraud-like situation multiple times via the in-app messaging system on Booking, but I have received no response for 5 days, and no alternative communication channel is available. Despite having a confirmed reservation, I was both left without accommodation and suffered severe financial and emotional hardship.

My expectations from Booking are: first, an immediate and full refund of the 14,049.59 TL payment made for this reservation; second, appropriate compensation for the hardship and extra accommodation expenses we incurred; and finally, a thorough investigation into this property to prevent other users from being victimized in a similar manner.