Response from Carlos:
As a host, I always try to give the extra mile for my guests. Because of that, your review has really struck me in a negative way.
I'm sorry you had a bad experience. However, I feel your review is untrue and ill-intentioned because of the following:
* While it is true that the last guests asked me for a late check-out (3PM) and took the keys by mistake (which they went back and delivered as fast as humanly possible).
You spent a total of 34 minutes (as checked by AirBnb's personnel) between instant-booking and telling me that you had already left the house.
It seems that was enough time to get a Taxi, wait for the front office to give you access to Ciudad La Palma, clear the Security Gate, getting to the house, and spending 15 minutes outside.
I really understand that you wanted to get somewhere to rest, and we were doing our best to offer you such place, but to be honest even 5 stars hotels have hiccups and have to make you wait sometimes.
* In your review, you stated that you feel scammed.
I could go on and on about that, but the fact is that you asked me to give you back everything you paid for (which includes AirBnb's fees - which I never received) via (SENSITIVE CONTENTS HIDDEN), and that not only abusive but also against the rules and could have my listing suspended.
I even contacted Airbnb to let them know that you wanted a refund and they told me that it wasn't possible because:
A) You did not have a fair reason to cancel yet (because everything was being done in order for you to enter the house)
B) You didn't follow the procedure even when I specifically told you that it was the way it should have been handled.
* That takes me to my third and final point. your threats.
Sir, you used this platform to threaten me after having the access code for my house. That led me to changing the locks of the front and back door out of fear that you would do something to the property or anyone inside.
As hosts, we do everything in our power to make our guests feel great. However, experiences like that put fear in our daily lives. Please restrain yourself from doing that ever again, and remember that hosts are people and not big corporations, and we fear for our safety whenever someone likes you decides to threaten us.
A good piece of advice that I could give you is to plan your trips with time. No matter how you may feel about this situation, the truth of the matter is that we tried with all our might to make accommodations for you, but your attitude while chatting and reviewing us reveals that you didn't even read the description of the listing.
While I wouldn't personally accept host you ever again, I wish you well in your trips and hope that you and your family can get to know many countries and have great experiences.