Dear Sirs, I had a problem with a flat in Petalidi, in Messinia, Greece. Below I explain the situation and I hope you could help me with that: We have arranged to stay at Vinas cozy flat in Petalidi, Messinia, from 9/8 - 11/8, with 305€ in total for two days. At first she gave us the wrong address and she blamed Booking.com for that. When we arrived in the correct destination out of Petalidi, she said that we had to descend 11 steps. The flat was in the basement. It had no windows, only one curtain to deceive with no windows under it. There were a small balcony looking at rubbles and rubbish. Immediately we contacted the owner and asked to stay in another place because we didn't want to pay 305€ for 2 days to live in a basement. And the photos and information given in the website were completely different. She told us to cancel the booking through the site and she tried to make a private arrangement with us to give her money on her private bank account. We denied that and we told her to cancel the booking. She didn't want to cooperate. We left during the night and we found another place to stay in Kalamata, the only place that we could find in the last moment. Eventually they didn't agree with cancelling the reservation and the money were taken from our debit card. So we paid 305€ for a place that we didn't stay and that it wasn't the one that we were supposed to stay. I tried to contact the Booking.com and explain the situation. They asked for photos that could prove that I am not lying. I said that I had only photographed the stairs, nothing else, I didn't think about that at 2:00 a.m. (we didn't even know where we were going to sleep). I was waiting for them to call me and inform me what will happen with the money. They never called back and neither send an email. I wrote a review on the website which they didn't approve and they deleted it. So I had to change it. When I called them to ask them about that, they left me on hold for 1 hour and 20mins without informing me about the result. I realised that they didn't want to cooperate and help me with my problem. So could you please let me know what could I do with that situation? I just asked to have the 305€ back because firstly I didn't stay in this flat and secondly i had a good reason to leave: it wasn't the flat that the photos showed. Kind regards, Katrina Boutou