A customer experience about Villa Plus by Anonymous

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What happened

We booked two villas through Villa Plus. Before we paid the balance we telephoned them to enquire what would happen if the Covid 19 caused disruption and they stated that the monies would be covered as they are ATOL protected & ABTA members. We were unable to travel due to restrictions imposed in the UK and Spain. Villa Plus released a statement saying that we would get a refund. The date to travel to the first villa came and went and then one week later we received a generic email to say there would be no refund. We have not yet heard anything about the second villa we booked. We have tried emailing, telephoning and tweeting but have not received any response. Villa Plus have £3382 of our money. Surely they should contact us?

What I wish had happened

I would have liked to have been able to discuss this with a Villa Plus representative. A refund should have been actioned immediately.

Where this happened

On the Internet

Villa Plus Customers

Most talked about by Villa Plus customers

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How this makes Villa Plus customers feel

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33% Financial Loss

Feelings:

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24% Customer Service

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21% Communication

Feelings:

Furious

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9% Fraud

Feelings:

Furious

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Anxious

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3% Rudeness

Feelings:

Furious

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3% Other

Feelings:

Furious

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Anxious

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2% Quality of product

Feelings:

Frustrated

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Furious

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2% Delivery

Feelings:

Furious

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1% Inconvenienced

Feelings:

Furious

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1% Discrimination

Feelings:

Furious

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1% Returns

Feelings:

Furious

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1% Delay

Feelings:

Disappointed

Furious

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0% Embarrassment

Feelings:

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0% Injury

Feelings:

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Furious

Leisure Customers

Most talked about by Leisure customers

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How this makes Leisure customers feel

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33% Financial Loss

Feelings:

Furious

Frustrated

Let down

Disgusted

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Annoyed

Anxious

Sad

Offended

Unsatisfied

Miffed

Surprised

24% Customer Service

Feelings:

Furious

Frustrated

Let down

Disappointed

Disgusted

Annoyed

Anxious

Sad

Offended

Unsatisfied

20% Communication

Feelings:

Furious

Frustrated

Let down

Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

9% Fraud

Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Offended

Sad

4% Rudeness

Feelings:

Furious

Frustrated

Annoyed

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Disappointed

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Sad

Offended

Anxious

2% Other

Feelings:

Furious

Disgusted

Frustrated

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Annoyed

Anxious

Disappointed

Sad

2% Inconvenienced

Feelings:

Furious

Frustrated

Annoyed

Disappointed

Let down

Disgusted

Anxious

Miffed

2% Quality of product

Feelings:

Furious

Frustrated

Let down

Annoyed

Disgusted

Disappointed

1% Delivery

Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

1% Discrimination

Feelings:

Furious

Annoyed

Anxious

Frustrated

Miffed

Disappointed

Let down

1% Returns

Feelings:

Furious

Let down

Disappointed

Disgusted

Frustrated

1% Delay

Feelings:

Furious

Disappointed

Frustrated

Anxious

Let down

Disgusted

0% Embarrassment

Feelings:

Anxious

Disappointed

Let down

0% Injury

Feelings:

Let down

Frustrated

Furious

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