I arrived at the property, and they claimed they had no record of my Booking.com reservation. What steps can I take to resolve this situation?

If you get to a property that says they don't have your Booking.com reservation:
Show the email confirmation from Booking.com: Proof of your reservation can be found in the email confirmation you got from Booking.com. This document should have important information that confirms your reservation.
Ask the staff at the hotel to get in touch with Booking.com: Encourage the property staff to get help from Booking.com's customer service. The property can use Booking.com to help them find your reservation and make a solution.
Ask for different accommodations: If the property still can't find your reservation, ask them to make other arrangements for you. At the same time, contact Booking.com; they might be able to help you find good alternatives.
Get in touch with your bank or credit card company: If problems keep happening and you can't get them fixed with the property or Booking.com, you might want to call your bank or credit card company. Start a dispute for the reservation fee.

Keep very careful copies of everything that has to do with your reservation, such as the Booking.com confirmation email and any messages you send or receive with the property or Booking.com customer service. If you want to dispute the charge with your bank or credit card company, these records will be very important.

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