Booking.com review: Hotel booking through them but never resolved..

I have booked the hotel with the description of having sofa bed which wasn't provided at all. So, I have contacted booking.com customer service I have been told it would be resolve in 2 hours, but nothing has happened. I had called back again to customer service and been promised that I would be relocate to another hotel if the hotel I was staying cannot provide me the room with sofa bed. But again no one contacted me I had to sleep on the floor for 3 nights having children I can't let them sleep on the floor. I had called again to customer service but no resolve booking. com blaming Hotel's staff and they are blaming booking.com. No one wants to take responsibility and I had to suffer while paying so much. I have complained again and again to booking.com instead of resolving they are telling me to deal with the hotel directly, so my question is did I booked the hotel directly or I have booked it with booking.com?

My holiday with my family was totally ruined I have driven 9 hours from my home to Chicago and hasn't slept.

Every time I had contacted booking.com they have all given me different answer I wanted to speak to the manager or supervisor, but no one passed it to him or her for me to speak.

I needed someone to look into this matter urgently as i have enough of this unprofessional customer service behavior.

Please do not hesitate to contact me.

Many Thanks