Stranded in the rain: Booking.com’s "guarantee" is a **** (***

I am writing this to warn other South Africans about a severe service failure by Booking.com.

I had a fully paid, confirmed reservation ***) at Amazibu 203. Upon arrival, the host refused to answer, later claiming they couldn't accommodate us due to a "late checkout." My family was left stranded in the rain for over three hours while I dealt with *********** support agents. Specifically: Broken Promise: An agent promised to load R1,620.00 in "Travel Coins" so we could book emergency shelter. This never happened, and I was disconnected without a callback. Financial Hardship: Booking.com is withholding my only remaining funds for "7–14 days," leaving us with no way to pay for another stay tonight. Insulting Response: Offering a €25 credit for leaving a family in a dangerous situation is a slap in the face. Under Sections 19 and 47 of the CPA, Booking.com is legally required to honor bookings or provide an immediate refund plus reimbur*****t for consequential damages (transport and distress).