Trivago Hotel Booking Complaint Over Hidden Pet Policy

I made a one-night reservation at Lemon Villa Hotel in Alanya through Trivago, with check-in on September 9, 2026, and check-out on September 10, 2026. During the booking process, there was no information or warning stating that the hotel did not accept pets. As a result, we paid for the reservation and arrived at the hotel with our pet.

When we arrived, a staff member told us that pets were not allowed and that we could not enter the hotel. The staff member then called the hotel owner, who also refused to let us stay. We therefore requested a refund of the amount we had paid, but the hotel refused to issue one, leaving us stranded without accommodation.

While we were waiting in the garden, our dog barked. The staff then told us that complaints would be made and kicked us out of the garden as well. I find both the lack of information and the way we were treated completely unacceptable. I strongly condemn this behavior and want to make it absolutely clear that my rating for the hotel's service is zero.

I demand a full refund of the amount I paid for the reservation.