A customer experience about Villa Plus by Denise

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What happened

Had a villa only booking with Villa Plus, was due to go 3rd June to Cyprus. VP emailed 4 days before 28th May, telling us our villa was available, sorry we cannot travel and no refund. Before this there was no communication and they failed to send any access info for the villa 10 - 14 days before departure, therefore preventing us from using the villa even if it were possible to get there. As Cyprus are not opening their borders until 9th June (subject to change) ,it's impossible to gain entry to the country. VP have consistently ignored emails, they seem to prefer communication via Trustpilot, responding to reviews with a generic response of no refunds. Had email from them on 4th June offering a voucher to the full value on the condition that we cancel down our booking. I have declined this offer and requested a full cash refund, to which I have had no reply. I feel Villa Plus are conducting business unfairly during this crisis and any help or advice you can offer will be greatly appreciated.

What I wish had happened

I would have hoped that Villa Plus would have communicated better and offered more help to their customers in these unprecedented times. If they had offered vouchers or an opportunity to rebook in the first place, it may well have been accepted. As it is the want you to relieve them of any liability by cancelling down.

Where this happened

On the Internet - www.villaplus.com info@villaplus.com

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

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9% Fraud

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3% Rudeness

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3% Other

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2% Quality of product

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2% Delivery

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1% Inconvenienced

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1% Discrimination

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Furious

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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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Leisure Customers

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How this makes Leisure customers feel

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33% Financial Loss

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24% Customer Service

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20% Communication

Feelings:

Furious

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9% Fraud

Feelings:

Furious

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4% Rudeness

Feelings:

Furious

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2% Other

Feelings:

Furious

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2% Inconvenienced

Feelings:

Furious

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2% Quality of product

Feelings:

Furious

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1% Delivery

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:

Furious

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Anxious

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Disgusted

0% Embarrassment

Feelings:

Anxious

Disappointed

Let down

0% Injury

Feelings:

Let down

Frustrated

Furious

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