On arrival at the villa, we were surprised and disappointed to find that the apartment was occupied. We had travelled for 12 hours non-stop from New Zealand and were looking forward to settling in. The booking was made on 22 March 2022 with a first payment paid on that day, so Airbnb had 50% of our money for almost a year.
We tried phoning the owner (Annabel) without success. We phoned the property manager (Helen) who said she would sort it out. A lady called Rosemary arrived. She spoke to the occupant, then suggested we go for dinner while the problem was solved. Rosemary could not have been more helpful and we are grateful that she managed the situation and cleaned the villa in a very short time. It is very disappointing that the owner did not have the decency to contact us or apologise. The manager also never appeared.
Our understanding is that the villa is listed on several sites which have different booking systems and mix ups do happen.