No intervention from Booking.com . Neutral stance

Booking.com takes n neutral stance when you want to complain about the customers on their website. I booked international accommodation from SA to stay in Italy. Due to unforseen circumstances I had to cancel or move the dates. When I asked for a move the said they don't have availability but I can see they do have on their website. than they change again and say Kidz under 18 not permitted in their unit. Booking.com just dont intervene. So becarefull when you make a booking. No matter what the rating