A customer experience about Villa Plus by Anonymous

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What happened

We booked a villa only holiday in portugal with them in February and paid in full. Then lock down happened, we were due to fly to Portugal on May 28th but Ryanair cancelled our flights. Villa plus' updates on facebook basically said not to contact them, that refunds were happening and not to worry. So we didnt! Then the week of our holiday they changed the goalposts and said not to contact them and that villa only bookings were being contacted separately. 2 days before our holiday I emailed them, asking for some clarity, nothing! I rang and rang, no answer and the lines always cut off after 21 minutes. On the day we were due to fly home they emailed stating no refund as they made the villa available but they would issue a voucher if we were unable to claim on our travel insurance. This isnt an option for us as we didnt book travel insurance until March 19th and it didnt cover anything to do with covid19. I think we have been treated terribly, I do not believe they made the villa available, and why would they, if they had read my email they would have seen that our flights had been cancelled. They havent released any information about the covid cleaning that should be taking place at the villas between stays, which should take more than the 6 hour turn around time they have. We have had no contact with them since February apart from the email on what would have been the last day of our holiday to say no refund! Everyone is advising against accepting vouchers so we just dont know what to do.

What I wish had happened

We wish we had just been offered a refund for a service that due to FCO guidelines, no unnecessary travel, we could not access. We have holidayed with villa plus before but now we feel let down, I do not wish to holiday with them again so do not want to accept their voucher, which can only be used against a villa only booking so if the company folds is therefore worth nothing. Felling very let down by it all, whilst they boast they havent furloughed any staff because they can afford to pay them whilst they are sat on mine and thousands of others money!

Where this happened

On the Internet

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33% Financial Loss

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24% Customer Service

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21% Communication

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9% Fraud

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3% Rudeness

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2% Quality of product

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1% Inconvenienced

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1% Discrimination

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Leisure Customers

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33% Financial Loss

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24% Customer Service

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20% Communication

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9% Fraud

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Furious

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4% Rudeness

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2% Other

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2% Inconvenienced

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2% Quality of product

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1% Delivery

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1% Discrimination

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1% Returns

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1% Delay

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0% Embarrassment

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0% Injury

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Furious

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