Double booking

To whom it may concern @Booking.com

Imagine traveling in over whelming traffIc for hours to arrive at the destination you have PAID for and confirmed your booking with the owner in person, telephonically the previous day, only to be told " Sorry Booking.com made a double booking. But we have found you more expensive accommodation, not previously used. We will pay the difference."

Then be shown round the back of a house. No greenery, though we had specifically booked a GARDEN COTTAGE.

We are gutted. We can't go back home through all that traffic. It's 30th December in Cape Town after all.

We have used Booking.com since your inception. This has never happened before and under these particular circumstances is totally unacceptable.

Attached please find a photo of what we got instead of a deluxe garden cottage. Also the area where we ended up staying is notoriously dangerous. We would never have booked accommodation in this area( which we know well) even though it is less than 5 Km from Guinea fowl house.

We really feel cheated & need to understand what happened.