A customer experience about Villa Plus by Anonymous

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What happened

I booked a Villa Only holiday for Spain through Villa Plus back in January , paid a small deposit and paid the balance on 5/3/20 .They replied with an email in receipt and told me they would contact me 10-14 days prior my check in date with documentation/instructions on how to access the Villa., Was due to check in to the Villa on 30/5/20. I have not had any contact with VP since I paid the balance. They did not send any documents as promised. They also said they would contact me to get everyone’s passport details and they didn’t do that either. I was not surprised as reading the Foreign Office advice we couldn’t travel anyway. They would have known this. I have received an email two days ago saying the Villa had been available for me and they are sorry I was unable to make it. I’m sorry but they knew we would not be able to make it. We followed their website daily and it clearly states not to contact them as they are dealing with refunds and are extremely busy. I did try once, waited 20mins and got cut off. Their website on the 5/5/20 stated they were dealing with Villa package and Villa only refunds and sorting in departure order. I waited patiently, only to receive the email two days ago say we are not eligible for a refund and should go through my insurance. They also said I need to request a cancellation. I f I get nowhere with my insurance they may issue me a voucher. ABTA advise against vouchers and suggest a credit note is safer. I have handed over £2023 of my hard earned money and have not had anything in return. No communication. I do not want to cancel myself as that may jeopardise my case going forward. I have joined a group on Facebook and someone sent a link to you. There are a lot more f us. Also they seem to be giving refunds to some and not others and we are all Villa Only customers. I have reported it on the government CMA site and they are saying they would expect a full refund in this sort prior f case. Really not sure what to do now. I feel I cannot trust them now.

What I wish had happened

I would like a full refund as I have paid for a holiday I have not even had the opportunity to have.

Where this happened

On the Internet

Villa Plus Customers

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How this makes Villa Plus customers feel

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33% Financial Loss

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24% Customer Service

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21% Communication

Feelings:

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9% Fraud

Feelings:

Furious

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3% Rudeness

Feelings:

Furious

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3% Other

Feelings:

Furious

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2% Quality of product

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Furious

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2% Delivery

Feelings:

Furious

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1% Inconvenienced

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Furious

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1% Discrimination

Feelings:

Furious

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1% Returns

Feelings:

Furious

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1% Delay

Feelings:

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0% Embarrassment

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0% Injury

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Leisure Customers

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How this makes Leisure customers feel

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33% Financial Loss

Feelings:

Furious

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Unsatisfied

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24% Customer Service

Feelings:

Furious

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Sad

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Unsatisfied

20% Communication

Feelings:

Furious

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Disgusted

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Annoyed

Anxious

Sad

Offended

9% Fraud

Feelings:

Furious

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Disappointed

Annoyed

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Sad

4% Rudeness

Feelings:

Furious

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Sad

Offended

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2% Other

Feelings:

Furious

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Annoyed

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2% Inconvenienced

Feelings:

Furious

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Annoyed

Disappointed

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Disgusted

Anxious

Miffed

2% Quality of product

Feelings:

Furious

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Annoyed

Disgusted

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1% Delivery

Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

1% Discrimination

Feelings:

Furious

Annoyed

Anxious

Frustrated

Miffed

Disappointed

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1% Returns

Feelings:

Furious

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Disappointed

Disgusted

Frustrated

1% Delay

Feelings:

Furious

Disappointed

Frustrated

Anxious

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Disgusted

0% Embarrassment

Feelings:

Anxious

Disappointed

Let down

0% Injury

Feelings:

Let down

Frustrated

Furious

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