Kindly shared by R. Fraser
What happened
I booked a villa only holiday to Majorca for two weeks from 23 May with Villa Plus. I had separately booked flights with Ryanair which were cancelled on 7 May, which I am also have trouble getting refunded but I am supposedly at least in a queue for that. When the flights were cancelled on 7 May the Villa Plus website stated that full refunds would be given to villa only customers and not to contact them as they would be in touch three days before the holiday was due to start. I was not contacted. On 22 May the website message was updated to say villa only customers would be contacted separately. I emailed Villa Plus on 22 May but have still not received a response to my email. From social media reports this contact would have said that I wasn’t due a refund as lockdown had been relaxed in Spain, my villa was accessible and it was no concern of Villa Plus if I couldn’t get to the villa. However I didn’t get that email. The only contact I have is to say I need to cancel the holiday and claim from my insurance. If this is unsuccessful they will provide a voucher to the value of my booking. I have emailed and called unsuccessfully several times, including to tell them I do not want a voucher. I have contacted the CMA and according to their website it looks as if I should be entitled to a refund. I contacted my bank, the TSB, to try to claim the money back through chargeback, I paid by debit card, but since Villa Plus are now offering vouchers chargeback is no longer an option, through the TSB anyway. I have also checked my travel insurance and unfortunately I do not have travel disruption included, although I didn't really want to claim through insurance as think Villa Plus should give me my money back. Villa Plus provided no information on how to access the villa and had stopped sending reminder emails to their customers regarding passport information. They are refunding all package holiday customers and Villa only holiday to Greece but as Spain was supposedly open customers who had booked villa there are not entitled to a refund. Villa Plus’s customer responses have been appalling and appear to change on a daily basis. The company is also contacting customers who have been given a refund asking them to post positive reviews online when their time may be better spent dealing with more important issues and their unhappy customers.
What I wish had happened
Villa Plus should have provided refunds to all customers who were unable to get to their villas. They are hiding behind the loophole that they could be selling a villa to someone who lived anywhere in the world and they are unaware of how anyone is getting to the villa. The fact that no air travel to Spain was possible and only people who lived in Majorca would have been able to access the villa doesn’t concern Villa Plus. They appear to be breaching CMA rules and will likely have to pay out anyway but have ruined their reputation in the process.
Where this happened
Other - This is happening online and via email.
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