I Face Refund Refusal After Booking.com Host Canceled and Left Us Without Accommodation

I experienced a serious issue with my Booking.com reservation (No. 5791***530). The host contacted us by phone and message, saying they had to leave town urgently and would not be able to meet us, instructing us to find another place to stay. When I called Booking.com customer service, they claimed the host was waiting for us at the property and told us not to go there. Despite this, we decided to go to the address, but no one was there, and our calls went unanswered.

When I contacted Booking.com again, the host falsely claimed we had arrived, disliked the house, and left. Neighbors even witnessed us waiting outside for hours. I have call logs and messages showing every step of my communication with Booking.com. Yet, each customer service representative gave inconsistent and disconnected answers—some tried to find us a different hotel, while others told us not to go to the property at all.

As a result, I ended up stranded in the middle of the night in France with my family, without any assistance from Booking.com. I expect a thorough investigation, a full refund, and the removal of this property from their platform to prevent other travelers from suffering the same experience.