story short we were in a spot with no hotel room and the hotel stated we didn't have a reservation. Even though we did and I had actually printed off the confirmation and emails showing the reservation.

Basically the thing I have learned is these hotels and businesses can kind of screw both you and booking.com over. They just ignored our calls and emails. I am not saying that booking.com isn't at fault in your case, but sometimes their hands can be tied. That said, my experience ended up with them helping me out and crediting me what I had and additional credit for my trouble.

Hopefully you can get this sorted, but don't sit back and just wait. In my opinion you can be kind, but direct. No need to yell but don't let them continue to push this off. That solves nothing.