Booking.com Hotel Listing Misleading — Room Completely Different From Photos

I made a prepaid, non-refundable reservation through Booking.com for a hotel in Rome, Italy, with check-in on February 23 and check-out on February 28, for 5 nights, paying a total of $615. During the reservation process, the photos and descriptions showed a spacious and comfortable room, and the listing specifically mentioned “comfortable beds.”

However, when we checked into the hotel, we were given a very narrow room, almost like a corridor, where only a single bed could fit. Instead of a proper bed, there was a mattress with blankets placed on top, which was completely different from the “comfortable beds” described in the listing.

When we raised the issue with the hotel staff, they told us that they do not actually have rooms like the ones shown in the reservation photos, meaning that they were never able to provide the type of room that was advertised. Later, they changed our room, but the new one was still very small and far below the standards shown in the listing.

We reported this problem through the Booking.com reservation page, but so far we have received no response or solution. Because the room we were given was significantly different from what was advertised, and no responsibility has been taken, we feel misled and deceived.

Our request is that, for the remaining nights beyond the two nights we were forced to stay in this unsuitable room, the hotel provide a room that matches the one shown in the reservation photos without charging any additional fee, and that Booking.com actively intervene to resolve this issue caused by misleading information.