After years of using Booking.com and dozens of successful bookings, I’ve just had my first truly disappointing experience.I booked a property (Enea by TinosHost) listed as pet-friendly. After confirmation, the host imposed restrictive conditions (pets not allowed alone in the room, must be with us at all times, must return within minutes if barking occurs). These were never listed in the house rules or booking confirmation.I submitted a well-documented complaint with screenshots and messages. Booking.com's response was a generic “non-refundable booking” excuse — no real investigation, no responsibility, no protection for the customer.This is not about a refund — it’s about trust. If Booking allows hosts to apply unlisted restrictions and takes no action when that happens, then transparency and reliability are seriously in question.Very disappointed. Trust shaken.
