I had an awful experience with the booking agent and hotel owner. The room wasn’t available for check-in as soon as I booked it, so I asked for a refund. The booking website customer service was awful. They couldn’t reach the owner by phone to approve the refund. So they will leave you with a room you paid for and can’t use. You would think if they can’t reach the hotel to find out why you’re not allowed to check-in, they would let you cancel. Nope. I even made a new booking for the same night thinking that might help my case. They could care less. I spent 90+ mins on chat to try to solve the issue. They finally created a “case” to look into it but emailed me back fairly quickly saying sorry we can’t contact the hotel but you have to pay for the room still. I even emailed them my messages with the hotel, plus the emails via the booking agent from the hotel denied my check-in too. I had ample proof! When I finally threatened to contact the Italian authorities, the hotel approved my refund. I would suggest always pay with a bank card that you know will have your back. It’s so sad you can’t trust anyone these days.