I made a fully furnished house booking ref 4718490684 a month ago for 5 people and it was a non refundable booking. I reached out to the customer service last week as I did not receive checkin info and I was given a fake promise of help by booking.com. I also thought that maybe due to security reason house owner does not want to share checkin details. Today 2 hours before check in time, property owner cancelled my booking. I was left stranded at airport with my elderly parents and family after a 10 hours flight. Again i spoke to booking.com customer service but the option given to me was not even close to what I needed for my family since I booked a whole house and booking.com offered a poorly rated hotel. Its like you book a car, it isn't available and the company offers you 2 scooters and if you dont take it, its your fault. Impact of this to me mentally and financially - Early morning I went from my house to LHR T2 to receive my parent via bus. Cost 64 GBP - I had to take my family to my home using Uber from airport. Cost 410 GBP - I had to cancel a prebooked taxi from airport to the property ( via booking.com - no 95763086 )..cost around 100 GBP - I have to cancel my train reservation from London to my home as I am already home due to this situation. Cost around 100 GBP Why should I bear the cost for no fault of mine ? Instead of giving me correct alternative, customer office seems stated that it is property owner policy and they can cancel anytime. Also they are blaming that I did not take alternative. So the house owner can cancel without being penalised and in case guest cancels than whole booking amount is deducted because the booking is non refundable.