A customer experience about Villa Plus by Anonymous

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What happened

Booked a villa only holiday for 31st May to costa Blanca. Flights were booked separately with Jet2 and refunded a few weeks previously. No contact from villa plus at all, their website stated, not to contact them they would contact customers in departure order but for Villa Only customers they were paying cash refunds. They changed their policy on paying villa only customers on May 22nd but still stated not to contact them they were doing their best. May 31st came and went, no correspondence from villa plus at all then I got an email on 4th June saying our villa was available, restrictions had eased in the destination i was going to and they were sorry I couldn’t get there but it’s not their fault so I need to go through my insurance. I have emailed them asking why, if the villa was ready and available they didn’t send me the standard documents 14 days before I was due to fly (directions to villa, key location details etc) and also if they can provide proof the villa was available and we were welcome to access the resort and amenities. No reply from them at all as yet.

What I wish had happened

I fully understand that villa only holidays are not ATOL protected, we have holidayed that way previously but these are extenuating circumstances and as such I would have like villa plus to recognise that and offer refunds to all their customers, I’m frustrated that they paid out up until 22nd May but won’t seem to give a reason. I’d have liked a response to my queries and I’d have liked them not to tell customers they would contact us when they obviously had no intention of doing.

Where this happened

On the Internet - Www.villaplus.com

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

Feelings:

Furious

Frustrated

Disgusted

Let down

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Annoyed

Anxious

Sad

Miffed

Surprised

Offended

24% Customer Service

Feelings:

Furious

Frustrated

Let down

Disappointed

Disgusted

Anxious

Annoyed

Sad

21% Communication

Feelings:

Furious

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Disgusted

Let down

Disappointed

Annoyed

Anxious

Sad

9% Fraud

Feelings:

Furious

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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

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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

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Low

How this makes Leisure customers feel

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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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