BAD CUSTOMER SERVICE AND A ****

I had a booking on 12 March 2025 but when I got to the hotel I was told is fully booked. I contacted booking.com and I was informed by agent that its not their fault and they would put me in another accommodation which they deemed appropriate.

Regardless of hours on the phone with agents, I was informed that I needed to make a new reservation and I still haven't received my refund.