New City Homestay - Grand World Phu Quoc

I contacted the hotel via mutravelchat.com because they asked me to inform them if I would arrive later than the 2 PM check-in time. Even though the hotel was fully aware of my booking, they overbooked and I couldn't use the room. They didn't even notify me in advance of my travel date. I clearly booked this through Trip.com after seeing a listing for two queen beds, suitable for four adults. However, upon arrival, the room provided had only one queen bed and one single bed, and I was told it couldn't accommodate four adults. When I insisted on seeing the booked room, it was full of luggage, confirming the overbooking. This incident caused extreme stress for my entire family on what was my mother's first overseas trip. Trip.com repeatedly apologized for not being able to find accommodation. I was terrified at the thought of possibly having to sleep on the streets in a foreign country. Trip.com couldn't take responsibility for this issue, stating the local hotel would find us a room. The first option they offered was a room with four massage beds. The next was a room with one queen bed and no running water in the bathroom. The last resort, the room we were forced to take, is pictured below. Our trip became a nightmare. On the second day, they promised to give me the room I originally booked at their own hotel, but when we returned from sightseeing in the evening, they put us in a room in a building with a laundromat on the first floor. There was no hot water, so we couldn't properly wash for two days. Moreover, the bathroom had opaque glass walls, making it incredibly uncomfortable for my mother-in-law and son-in-law to use. Unfortunately, I was too upset to take pictures of the second hotel room. In this panic-inducing situation, Trip.com offered me Trip Coins worth 110,000 won. Even though I didn't agree, they kept rotating customer service representatives, trying to quickly close the issue. While I understand this might be due to company policy and not the fault of individual staff, I feel deeply humiliated by Trip.com and am furious about my ruined trip.