I Booked Leva Hotel Dubai on Booking.com but Was Denied Check-In and Redirected

I made a fully confirmed reservation via Booking.com for Leva Hotel and Suites, Opposite Downtown Dubai, for the dates May 4–7, 2025. My reservation number is 12991128517233634800, and the confirmation is clearly documented (attached). Despite arriving at 3:00 PM, which is the official check-in time, I was refused entry.

The hotel staff first claimed that my reservation was part of a "shared offer package" and asked me to wait until 3:00 PM, which I had already complied with. Then, at check-in time, they falsely claimed that my booking was not visible in their system and attempted to redirect me to another hotel. This was completely unacceptable.

This experience disrupted my entire travel itinerary and denied me a service I had paid for in advance. A confirmed reservation should not be arbitrarily dismissed or manipulated. The attempt to shift me to a different hotel without my consent or clear justification not only violated my consumer rights, but also showed a serious lack of professionalism and accountability.

I demand a full explanation from Booking.com, an official investigation into this property, and a full refund or proper compensation for the inconvenience caused. Clear policies must be enforced to protect travelers from this kind of mistreatment.