****med on Booking.com with no help from them at all

In short: ****! ALERT! On Booking.com, we made a booking for one night accommodation at Sunstone Lodge, Kathu and paid an amount of R745. We dont know the area at all and whole heartedly rely on Booking.com. It is a dirty vicinity, scary feeling. We never got hold of the owner, on both land line and cell phone. No connection. We need to seek and pay for other accommodation for the night. NOT EVEN DID BOOKING.COM GET IN CONTACT WITH US BY EMAIL OR CONTACT NUMBER. Discusting!

Email sent on Sunday, 14 September 2025 21:32 To: Booking.com <***>; *** Subject: Possible ****/***** - please help

To whom it may concern

POSSIBLE ****/***** ON BOOKING.COM

Booking number *** Pin 5532 Accommodation: 63 Nakop street, Kathu, Northern Cape Arrive: 14 Sept Depart: 15 Sept Contact numbers: +***, *** Email: ***

I think we were ****med on Booking.com

We seek for a one night accommodation on Booking.com. we selected Sunstone Lodge, 63 Nakop straat, Kathu. We book while we were on our way from Cape Town to Kathu. We had to pay immediately, what we did.

As we got closer to the address, we did not feel good about the area. It was a dirty area. At the address no name of such place was visible, only a Security adverti*****t with the house number handwritten.

There was a person hanging around in front of the house, we asked him if he stay there. He said yes. So another person came by. They spoke to each other in an unknown language. We asked if the owner of the so called Lodge is available. They said no, and gave us a cell number of the owner.

We phoned that cell number a few times, every time with voicemail message Not available. I have proof on my Recent call list.

So we phoned the number on the booking document, also a few times, and the number just dont connect. I have proof on my Recent call list.

We felt unsave, disappointed and were tired. We wait a while and then decide to go look elsewhere for better accommodation - but not on Booking.com

I feel strong that the Booking.com experience was a **** / *****. It is a matter of concern that needs to be investigated.

We request Booking.com to take responsibility for our loss.

How can we rely and believe in Booking.com in future?