We booked a villa in Lanzarote for a week. Prior to arriving to the villa we went to a supermarket to buy some food. When we arrived, we noticed there was a hire car parked on the driveway and the code we were given for the key box was wrong. We managed to work out what the code was but there was no key inside. As it was Sunday afternoon, we called the customer service line and got through to the India team. We explained the situation and they said they will call us back. After a while they called back and said the local Spanish team will contact us. Again after a while the Spanish team contacted us but they were unable to explain what was going on and why we couldn't get in the villa. Then they said they will contact the maintenance guy- we thought he would be able to let us in but when he finally called us he said the previous guests extended their stay for an extra night. He said he spoke to James Villa multiple times to remind them that we were booked in that villa and they will have to sort something out for us. So they knew the whole time! We got this information after sitting on the driveway for over 2 hours. It was getting dark and late and the food we bought was going bad. We then proceeded to call the India team again to find out why they didn't tell us straight away that the villa was double booked and why they didn't contact us in advance. They said we should book a hotel room for that night. There was no apology or attempt to fix the issue on their end. Awful customer service. They should have been the ones sorting out the temporary accommodation for us instead of leaving us to do it all ourselves. We tried to go to the nearest hotel but as it was last minute they were fully booked and turned us away. We then received a phone call from the Spanish team who wanted to know if the maintenance guy contacted us. We explained what he told us about the double booking. As you can imagine we were extremely unhappy and stressed out at this point. The Spanish team found out that the villa directly next door to the one we booked was empty and we could stay in there for the night. We were relieved that we had somewhere to stay however we lost at least €40 worth of food and spent 2 hours on the street stressed out. And to top it all off the door to the villa next door was unlocked the whole time, the door lock was broken so the door wouldn't lock. We spent the whole night worrying that someone could easily break in. We were able to move into the villa we originally booked the following afternoon but the only "apology" we got from James Villa was "Sorry for the confusion." This was pure neglect from them and not a confusion! The cherry on top was when a pool cleaning man appeared out of nowhere and poked his head over the fence to find out if he can come in and clean the pool. The reason we picked this villa was because it was very private. I was sunbathing topless and as I didn't expect a stranger to show up, it really frightened me and I felt uneasy for the rest of the stay. We will not be using James Villa again and definitely do not recommend unless you want your holiday ruined.