Booking.com - left us out of pocket and disappointed

Booking.com features misleading information about accommodation. They insist on full payment up front but refuse to refund the money when you want to cancel. I had a nightmare experience after booking accommodation at a "4-star guesthouse" (The White House) in Port Shepstone which turned out to be a shabby establishment in a noisy neighborhood with distinct "hire-by-the-hour" vibes. The staff at the guesthouse seemed surprised when we arrived and informed us that Booking.com had not informed them of the reservation. I cancelled the booking on arrival but received no refund. What followed was as futile as a dog chasing its own tail. Booking.com claimed that we must seek a refund from the guesthouse owner while the owner told us to recover the money from Booking.com... Like many of the other people who have commented here, we have ended up disappointed and out of pocket. I will never use Booking.com again!