Terrible customer service. Fighting for refund.

We paid for accommodation and at the last minute the property owner cancelled claiming that the property has been damaged. I immediately contacted booking.com to request assistance for a refund. To date I have sent proof of payment numerous times, tried calling their customer care number and I just get put on hold and no resolution on refund.

Please be very careful when booking through them.

We are now over 14k put of pocket and no sign of receiving a refund even though I was told by a customer care consultant Gabrielle that booking.com will refund us and chase the property owner for the money. That's the last I heard. Useless.