POOR SERVICE FROM BOOKING . COM AND WAVECREST HOLIDAY APARTMENTS

I made a booking using the booking .com app for a week end away in Durban. Found WAVECREST and completed the formalities on the app and made online payment on the 8th of May 2023. The booking was for Friday the 12th May to the 14th of May 2023.I received booking confirmation via email.

Drove with my husband from Gauteng and on our arrival at Wavecrest the security guard said the building is for residence they do not have holiday apartments . Added that the receptionist left at 3pm and gave no keys on any information regarding guests. The security said the supervisor lives in the building but never opens his door whenever he knocks and opted to give me Cellphone number . The call I made was not answered and true caller showed the name ABU Karim . I was given another number that was a MAFADI agency number . A Tshepo answered and said he knows nothing about guests checking in I must call him tomorrow about this issue There was nothing more the security could do assist us. We fond ourselves driving around seeking last minute accommodation. Booking .com is reputable however this booking left me stranded, feeling unsafe frustrated and highly inconvenienced. Who do we hold accountable for such deals. Is booking .com in cohoets with ****mers? I have not received a refund on payment I made to date. I am appalled and disappointed with this debacle