Poor Customer Service and Lack of Communication After Lodging a Formal Complaint

I made a reservation for an apartment online and paid a pre-payment. I received confirmation of my booking, but when I called the host on Saturday to arrange for the keys, she told me—rudely—that the apartment was no longer available, and that i need to contact Bookings.com to sort this out

After that, I tried calling her about 15 times, and she ignored all my calls. I reported the issue through the company’s Customer Service Chat Portal, but no one responded. On Sunday, I called the customer service line and lodged a complaint. The lady who assisted me tried calling the host, but even she didn’t answer. I was told they would send an email to the property and get back to me within three hours.

It’s now Tuesday, and I haven’t received any feedback. I had to make another booking at my own expense because of their poor communication and lack of professionalism.

I want a full refund immediately, with no excuses. The service I received was unacceptable, and the lack of response since the weekend makes it even worse.