When we arrived, we found out that Adams and Didi gave our house/apartment to someone else, although we've booked, ordered and payed 2.5 months before check-in time.
Didi and his family accompanied us to the room without saying nothing. When they showed us the room and we've noticed that something was not right, we've took out the page we've printed out and showed them that this was not the apartment we've booked, ordered and paid for. Even when we've showed it to them, we still needed to explain to them that we paid for an apartment.
Didi said that the reason that they gave to someone else is because they have a supposed policy of minimum 3 nights stay for the apartment we wanted, although we've managed to make the reservation for 2 nights. Didi claimed that the reason for that was that they had some kind of an administrative manager who made a technical mistake- instead of 2 nights, it was supposed to be 3 nights minimum.
He also claimed that they tried to contact us about this, though he didn't say where or when. The last message we've got from Adama was a reply about a question we've had, she didn't mention anything about downgrading us from the apartment we've wanted to a little room. Didi said that "this things happen" and that "we are losing money".
We didn't know if we could find another place last minute in time when the tourism in the Canary Islands are thriving. The other apartment they have showed us was not very nice compared to what we we're expecting.
As a result we declined and decided that we better leave and even pay more money than we intended rather to stay in a place that we felt uncomfertable in and with a grief that Didi and Adama left in us.
Didi's first reply was "where will you go now?", and after he realised that we were determined to leave, he agreed to cancel and refund us on the spot. He insisted that we cancel within the Airbnb platform and that we will get our money back.
Although We demanded our money back and got their confirmation, Adama wrote a reply on Airbnb solution platform declining our request and wrote a different story altogether.
until now we didn't get a refund.