Emirau

We paid through booking.com for the entire Emirau house, and Rochelle confirmed that was what we had booked. After we had already exchanged texts about collecting the keys, Rochelle called eight days later, just 24 hours before arrival, to discuss the keys. During that call she mentioned that other guests would be staying downstairs. I pointed out that both the listing and my receipt said the whole house was ours. When I challenged the lack of transparency, Rochelle texted to cancel our booking. Her explanation to Booking.com was that she could no longer accommodate us from Wed 31 Dec 2025 to Thu 1 Jan 2026 because the accommodation supposedly couldn't find or confirm our reservation. I have receipts of our conversation, and the booking.com listing still says guests get the entire house, which is misleading. I feel Rochelle misled me and then lied to Booking.com, though they could see what had happened from the texts. They're investigating my complaint and said the host may be penalised. Rochelle is liable for the cost of finding us somewhere else to stay, and our New Year's Eve plans have been ruined. I strongly advise against booking this place through any website. She continues to lie and treats guests disrespectfully.