Booking.com Canceled My Rome Reservation Without Clear Check-In Rules — Requesting Refund

On November 14, 2025, around 4:00 p.m., I made a reservation through Booking.com for an apartment in Rome, Italy called “Palace Fontana di Trevi Home.” My reservation confirmation number is 5522****21, and my PIN code is 3894. The listing stated that check-in begins at 14:00, with no end time or time window mentioned. However, shortly after making my reservation—around 4:30 p.m.—my booking was canceled on the grounds that I had not checked in between 14:00 and 17:00. As shown in the attached photo, the listing only indicates “Check-in available from 14:00,” with no specific timeframe.

Following this unfair cancellation, I was informed that no refund would be issued. I paid 190 euros using my bank card. I contacted Booking.com customer service regarding the issue, but I have not received any response.

Since the cancellation policy was not clearly stated and I was unfairly penalized, I request a full refund of the 190 euros I paid.