Booking.com Refused to Provide Invoice for Cozy Studio Kukaki in Athens

I booked a stay at Cozy Studio at Kukaki in Athens, Greece through Booking.com, for September 29–October 4, 2025. When making the reservation, there was no free-cancellation option. During the booking process, there was a section labeled “Request an Invoice,” so I checked that box assuming I would receive an official invoice. The payment was charged to my card immediately.

After booking, I messaged the property to confirm the invoice, but they informed me that since they are not a registered company, they cannot issue an invoice. Because there was no free-cancellation option and the payment had already been processed, I couldn’t cancel the reservation.

I then contacted Booking.com representatives, who told me that every property on their platform is required to provide an invoice and that they would investigate the issue. However, in the Booking mobile app, under “Reservation Details,” the message still says:

“We’re waiting for the property’s reply. We’ll update you within 48 hours.”

It has now been 10 days since that message appeared, and my stay has already ended—yet nothing has been resolved. I was traveling for official business, and because I never received a valid invoice, I cannot claim reimbursement from my company.

The “Request an Invoice” option was available during booking, and the property’s information section did not mention that invoices would not be provided. If they cannot issue invoices, why does Booking even include that option? And if that’s the case, why isn’t this clearly stated under “Important Information”? Also, you can only contact the property after booking, and in my case, the “Ask the Property a Question” option never appeared.

I paid €334, yet I have not received a legally valid invoice in return. I am therefore requesting either a proper, official invoice or a full refund of my €334 payment. I expect an urgent resolution to this issue.