****med by booking.com

I have been ****med twice already by this app Booking.com ,the 1st time I got to the property only to find it was booked already was left strended lucky I got my refund 2 weeks later... This time I booked only to find the property does not operate as a BnB or has any knowledge of such ....it's 3 weeks now and no refund or communication from Booking.com I have sent multiple emails with no joy the customer care number is being picked up by an Indian person who does not understand English