Paradise on Ridge Knysna!!!! Disgusting and not to be trusted!!!

Booking made on booking.com with confirmation received and a further follow-up confirming booking. Accommodation was paid for in advance and was for a family of 6 traveling the garden route on a 5 day trip with a tight schedule. Time was confirmed for arrival between 4-5 pm. Arrived at the location and no one was at the house. Tried multiple times to contact the number provided, by email and whatsapp but totally unsuccessful. After 2 hours, got hold of booking.com direct who indicated they would assist and get back to us in 30 minutes. With kids in the vehicle, this was becoming unbearable and frustrating. I never received a call back from booking.com and after a while received an email indicating that Paradise on Ridge had canceled the reservation with no reason given and giving me alternates which I had to rebook and check availability. This is absolutely disgusting and atrocious leaving a family stranded at 7pm at night and booking.com provided little assistance. Their 9.6 rating should be taken to zero and they should be banned from the advertising their accommodation on booking.com as I have re**** on this platform and trusted it in the past. Paradise on Ridge has given Knysna a bad name. I still must get a refund as the alternate accommodation required payment from me directly due to.the last minute. I ended up choosing substandard accommodation due to making a rushed, pressurized decision. Paradise on Ridge, you put me through "hell" on that Ridge!!!!!