Kindly shared by L. Nicholson
What happened
We had booked in a villa in Portugal from the 12th-19th April. On March 17th we received notice from Jet 2 that all flights were cancelled. On checking Portugal also went into state of emergency around then. With this in mind I contacted villa plus as it was close to 2 weeks to us leaving and they had not put any communications out regarding what to do (non that I saw anyway). I asked VP what my options would be as there was no way of us getting to Portugal. I asked for a refund, credit note or change to a date next year. Nearly a week later someone from VP emailed to say if we were to cancel then we would only get back 10% a credit note was not even mentioned or we could rebook for another date as long as it was before the end of Sept this year. Not an option as we could not a get dates together before this time. I told them we could not do this so they said and I quote "the we would have to cancel the villa" not me...them. They would then send cancellation. This was done on the 1st April. Charge back is now with our CC provider. However, they then start notifying everyone on social media saying they would then refund villa only. This was a day after our cancellation was done. When I contacted them via FB someone DM'd me to say we were entitled to a refund. Great I thought. 10 mins later another msg to say they had made a mistake and I wouldn't get one! After seeing more and more people getting refunds when they were due to go on the same dates as us I contacted them again via email. Was told for the second time that as rules had changed I would get a refund. Later that day I got an email back saying they had (again) made a mistake and I was not entitled to one as I had cancelled the contract the day before lockdown was extended on Portugal. Surely it was on lockdown before the 2nd April for it to be extended!! I feel that they did not have a clue how to handle the situation and all people who had booked close to the COVID situation kicking off have been very hard done by. We had our patents coming to with us and to think that they have lost money is stressful. I am so angry and disappointed with VP. We have used them a few times over the years. Everyone who had holiday booked with them during this time must have their money back. Are they forgetting the UK was on lockdown from the 23rd March so no one was going anywhere??!! They need to stop changing their goalposts. Lots of people are losing out. Us to the tune of £1200
What I wish had happened
We would have taken a voucher at the start but we now want our hard earned money back. The sympathy/empathy they have not shown is shocking. Yes COVID-19 is a horrible thing for everyone but they must be fair to all and not just a few which seems to be happening.
Where this happened
On the Internet - https://www.villaplus.com/
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