A customer experience about Villa Plus by Anonymous

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What happened

We booked a villa only for 10 people on 30 May for 1 week with villa plus to Portugal; we had paid balance 2 weeks before lockdown. After lockdown happened Jet2 cancelled our flights and refunded promptly. Information on villa plus website advised that villa only bookings were being refunded and not to ring or email them, so we didn’t; they then changed their stance and sent us an email on 4 June to advise that we would not be refunded as we could access our villa; the best we would get were vouchers - maybe - if an insurance claim failed, but we would have to email them to cancel the booking to get a cancellation email from them! I believed we would get a full refund as there was obviously no way we could get there, or access the villa - there was zero communication from them - no covid information re the villa, no directions, no access code - nothing.

What I wish had happened

We would like villa plus to have refunded, in full, our holiday, as there was absolutely no way we could go on the holiday due to covid restrictions.

Where this happened

On the Internet

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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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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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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Frustrated

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Furious

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2% Delivery

Feelings:

Furious

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1% Inconvenienced

Feelings:

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

Feelings:

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Furious

Leisure Customers

Most talked about by Leisure customers

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How this makes Leisure customers feel

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33% Financial Loss

Feelings:

Furious

Frustrated

Let down

Disgusted

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Annoyed

Anxious

Sad

Offended

Unsatisfied

Miffed

Surprised

24% Customer Service

Feelings:

Furious

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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

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Sad

Offended

Anxious

2% Other

Feelings:

Furious

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Annoyed

Anxious

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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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