Disgruntled customer

I recently made a booking via the booking.com platform for accomodation when I got to the guest lodge it did not exit the guest lodge in question is BY Guest lodge which is registered on the bookibg,com platform. I called booking.com explaining what had transpired and the agent Rachel explained that they need to investigate and will get back to me it had been 8 days and i did not recieve a callback or email response so i called back only for them to tell me they cant refund me because they did not get a confirmation from the accomodation in which does not exist so how are they to get any response and they refuse to give me a refund please don not use this platform to make bookings as you are not garanteed a booking its a fradulent platform.