Non-existent customer service

This should be a ZERO star rating. I booked a 2 bedroom apartment. Upon arrival the apartment complex only had 1 bedroom apartments left that looked nothing like the photos & was very run down in comparison; so I left & filed a complaint with booking.com. Booking.com took ONE MONTH to reply to my complaint. They then proceed to tell me that I needed to make payment for the booking because the host informed them that I did received the accommodation that I had booked. I told booking.com that I had video & photographic evidence that the booking was not what I had booked. They did not ask for any of the evidence & simply followed up with a repeat message that I owed the host money for the booking. This is the most disgusting customer service I have ever received in my life.

Just one of their messages: On behalf of the property, please accept our heartfelt apologies for the inconvenience and disappointment you experienced during your stay due to incorrect room type.

We've followed up with Mactan newtown cebu, however, no compensation could be provided in this case as the room was exactly what you booked.