Urgent: Booking Issue and Immediate Refund Request

Dear Booking.com Support,

This morning, my cousin booked a home in Brackenfell at 11 Fechters Close for the dates 07/03/2025 to 09/03/2025 and made full payment for the property. However, after completing the payment, they received a confirmation stating that the property is fully booked.

We need urgent clarification on why the payment was accepted for an unavailable property. My cousin and their family are currently on their way, and they have now been informed about a 48-hour policy and non-refundable terms. Where are they supposed to sleep tonight under these circumstances?

We request immediate action from Booking.com to resolve this issue and process a full refund to Yandiswa Vuyelwa without delay.

Your prompt assistance in this matter would be greatly appreciated.