Booking.com poor service delivery. Cannot trust the site

I booked an overnight stay for 2 adults and 1 child at Towerbay on Booking.com. I had to cancel it as the Dr ordered tests to be done immediately. I informed both Booking.com and Towerbay after Booking.com gave a contact nr. The guy answering the phone didn't even know what place I was referring too. I sent a WhatsApp and he promised that the Manager would attend to this. Needless to say - it never happened. Lost the total amount. Upon looking up the address the environment did not match the photos placed on Booking.com. It looked like a run down apartment complex and there were no sign of how they would have managed to include breakfast. I believe this Towerbay was not vetted by Booking.com which is totally unacceptable as peopke rely on Booking.com to offer legitimate overnight stay as promised on their website. We tried to complain on Booking.com website and the complaint was rejected every time!