A customer experience about Villa Plus

Status: Approved

#CustomerService #Communication #FinancialLoss  Frustrated Anxious Disgusted 

Kindly shared by C. miles

What happened

We booked a villa only booking with villa plus for May 23rd in Majorca. Unable to travel due to no transport there. Also, only Spanish citizens, residents and front line workers allowed in the country so we would have been refused entry. Villa plus saying they prepared the villa for our arrival and sorry we could not make it so refusing to refund us our money

What I wish had happened

That they honoured their updates promising refunds for all of their customers, and then not changing the update so villa only bookings are not entitled to a refund

Where this happened

Other - Phone, social media and via email

Villa Plus Customers

Most talked about by Villa Plus customers

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How this makes Villa Plus customers feel

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Low
33% Financial Loss
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Sad

Miffed

Surprised

Offended

24% Customer Service
Feelings:

Furious

Frustrated

Let down

Disappointed

Disgusted

Anxious

Annoyed

Sad

21% Communication
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Sad

9% Fraud
Feelings:

Furious

Frustrated

Disgusted

Let down

Annoyed

Anxious

Disappointed

Sad

Offended

3% Rudeness
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Sad

Annoyed

Offended

3% Other
Feelings:

Furious

Disgusted

Frustrated

Let down

Anxious

Sad

Annoyed

Disappointed

2% Quality of product
Feelings:

Frustrated

Let down

Furious

Disappointed

Annoyed

Disgusted

2% Delivery
Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

1% Inconvenienced
Feelings:

Furious

Frustrated

Disappointed

Let down

Disgusted

Anxious

Annoyed

Miffed

1% Discrimination
Feelings:

Furious

Anxious

Annoyed

Frustrated

Let down

Miffed

Disappointed

1% Returns
Feelings:

Furious

Disappointed

Disgusted

Frustrated

Let down

1% Delay
Feelings:

Disappointed

Furious

Anxious

Frustrated

0% Embarrassment
Feelings:

Anxious

Disappointed

Let down

0% Injury
Feelings:

Let down

Frustrated

Furious

Leisure Customers

Most talked about by Leisure customers

High
Low

How this makes Leisure customers feel

High
Low
33% Financial Loss
Feelings:

Furious

Frustrated

Let down

Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

Unsatisfied

Miffed

Surprised

24% Customer Service
Feelings:

Furious

Frustrated

Let down

Disappointed

Disgusted

Annoyed

Anxious

Sad

Offended

Unsatisfied

20% Communication
Feelings:

Furious

Frustrated

Let down

Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

9% Fraud
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Offended

Sad

4% Rudeness
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Disappointed

Let down

Sad

Offended

Anxious

2% Other
Feelings:

Furious

Disgusted

Frustrated

Let down

Annoyed

Anxious

Disappointed

Sad

2% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Let down

Disgusted

Anxious

Miffed

2% Quality of product
Feelings:

Furious

Frustrated

Let down

Annoyed

Disgusted

Disappointed

1% Delivery
Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

1% Discrimination
Feelings:

Furious

Annoyed

Anxious

Frustrated

Miffed

Disappointed

Let down

1% Returns
Feelings:

Furious

Let down

Disappointed

Disgusted

Frustrated

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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Least positive experiences about Leisure companies

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