Terrible experience!

I booked via Bookings.com one of their Villa's with a private pool. I even spoke to a lady via the app to organise a bottle of champagne as it was my fiance's birthday. When we got there, we were put in a room with a balcony, no villa, no pool. I was so disappointed as this was a surprise for my fiance and I did not want a room that felt like a hotel as I could have booked a room like that anywhere for much cheaper! They did not even apologise, only told me the room I booked was already taken. Very bad experience!