Siphokazi L

Refund on my booking

I have paid for booking on the 04/04/2025 checkout on the 05/04/2025. I have made the payment and received all the booking confirmation, I went to the Fountains Hotel in Cape Town 1st. Georges Mall, Cape Town. When I came there with my partner I was assisted by the guy and he told me the payment is not reflecting on their side and I showed him all the details on myside and the proof of payment , we waited for more than 2 hours with no help and it was at night around 11pm . The guy told us he won’t be able to assist us it was so cold and I’m pregnant we had to pay cash inorder for us to sleep. In the morning I asked to speak with a manager Yolander she checked on herside and told us the payment is still no reflecting , however she could see the payment on my side she offered us a breakfast and told that we must contact or send an email to her. I send the email tried to call with no luck but I was told that the payment is not reflecting I’m so disappointed on Booking.com as I have been sending emails and calls with no response. Today I called the booking again the guy told me the check in number it’s an old number from 2015 and he dropped the call after I called the Fountain hotel it rangs with no answer I’m so disappointed on the hotel and I want my refund urgently please assist me.