Paid, confirmed, but locked out at arrival

I made a booking on Booking.com for Regal Retreat in the Blyde, Pretoria (Confirmation No: ***, PIN: 0406) for 30 August 2025 – 31 August 2025. The booking was fully paid upfront at R1,629.00 (non-refundable).

Upon arrival, I was shocked to find that the host’s phone was switched off, and security at the entrance denied me entry. Despite having proof of payment and a confirmed booking, I was stranded and left without accommodation.

This is unacceptable. Booking.com should not allow unresponsive and unreliable hosts on their platform. I demand a full refund and accountability for this terrible experience. Customers should not be left stranded after paying in full, especially under a so-called “non-refundable” booking that the host themselves failed to honor.

I expect urgent action from Booking.com to resolve this matter.