A customer experience about Villa Plus by G Thwaites

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What happened

I had a villa only booking with villa plus 23-30May in Spain. On 8May I emailed VP to request a refund as lockdown restrictions in both UK and Spain meant that we would not be able to travel. I did not receive a response, but an automated reply said "Villa Plus are paying cash refunds to customers with flight inclusive package holidays and villa only holidays with 14-days of scheduled departure dates..." This automated reply also asked customers not to call or email unless their holidays were within the next 72 hours. Villa Plus never got in touch, neither did they provide Villa access details and therefore one can only assume that the villa we booked was not available. I received a generic email on 4June saying that lockdown restrictions have eased in some resorts, including mine and they are sorry I was unable to reach my villa and I am not eligible for a refund on this basis. Only if I cannot claim on travel insurance will they provide a voucher. I have emailed requesting a full cash refund as they did not make the villa available. I have also tried to call and make contact via social media platforms, Villa Plus are uncontactable. They have refunded other customers who had villa only holidays booked. The inconsistencies and variation lead me to believe that they are making it up as they go along. The lack of communication is extremely frustrating.

What I wish had happened

Full cash refund offered. In the beginning, I may have accepted a voucher or to transfer my booking to another date, but now I suspect any voucher will be worthless as Villa Plus wont be able to survive the furore that will ensue.

Where this happened

On the Internet - www.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

Feelings:

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3% Other

Feelings:

Furious

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2% Quality of product

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2% Delivery

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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

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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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Anxious

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Unsatisfied

Miffed

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24% Customer Service

Feelings:

Furious

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Unsatisfied

20% Communication

Feelings:

Furious

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Disgusted

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Annoyed

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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

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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

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Disgusted

Anxious

Miffed

2% Quality of product

Feelings:

Furious

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Annoyed

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1% Delivery

Feelings:

Furious

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Annoyed

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Disgusted

1% Discrimination

Feelings:

Furious

Annoyed

Anxious

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1% Returns

Feelings:

Furious

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Disappointed

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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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