Centroom Apartments Zagreb

I've stayed at Centroom Apartments twice. On my first visit, in April, I was in the penthouse. It was lovely and well equipped, but the heating didn't work. There were no instructions, and the landlord didn't respond when I asked for help. On my last day, the shower stopped giving water altogether. He said sorry but offered no fix. In June I booked another apartment run by the same people, which I didn't know when I booked. The listing said it was dog friendly, but once I arrived, I was scolded for "showing up with a dog." I was told there was a very clear, strict rule to ask permission first, and they wanted extra money for the dog. That would have been fine in principle, but the message felt accusatory, and I was already in the room and deeply disappointed. I felt duped. The AC didn't work, the place was hot and smelled of smoke, and although the listing said there was a washer and tumble dryer, there was no washing machine in the apartment. I suggested calling it off because they didn't seem to want the dog, and I wanted a place with a washing machine and working AC for a hot summer day. I'd only booked at 1:30 pm and arrived at 2:30, so there was time for them to rebook another guest. They refused to refund me, but said the dog could stay at no extra fee. I kept trying to get the AC working and to use the washer and dryer. They were in a locked utility room outside the apartment, and tenants had no key. The response was "maybe tomorrow," even though checkout was at 10 am. I asked again to cancel and get my money back while there was still time to avoid inconveniencing either of us. Seven hours later they canceled the booking "at my request" and put me out on the street around 10 pm, texting that I had no legal right to be there and had 10 minutes to leave, followed by "NOW". They demanded €10 for cleaning, then immediately made the room available for another booking. I know because I was desperately looking for somewhere to stay. I told them I'd left it spotless and pointed out the hypocrisy of charging me to clean my mess while letting somebody else book before cleaning it. They twisted what I said and claimed I'd left a mess. There were vague police threats, which the Booking.com customer service person passed on "for my safety." Their stated reasons for canceling were that I'd asked them to cancel, but only if they'd refund me and do it early enough not to inconvenience either of us; that I hadn't asked permission for the dog, although he'd already agreed to it; and that I hadn't sent my passport for registration, which they only mentioned once I was out on the street. The managers, who I assume are husband and wife, are ineffective property managers and, worse, bullies.