A customer experience about Villa Plus by Anonymous

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What happened

I paid for a villa only booking with myself and a group of friends totalling £2917, due to depart on 6th June to Mallorca, they were due to send access details including the villas location 14 days before, I didn’t receive and comms and contacted then multiple times with no answer or reply. The first email I received was a generic one on the 5th June at 5.45pm. Just detailing that they understand I can’t travel due to lockdown conditions but the villa is available so no refund is possible. Firstly Spain are still in lockdown and have heavy restrictions in place. Secondly if the villa is available why have they not provided me any access information and there is still a international pandemic so if it’s available they should be detailing exactly how the cleaners and pool etc. Will comply will covid advice? Lastly I should be half way through my holiday now and I replied to their email and still haven’t had any communication back, I’m nearly £3000 down and I don’t see a voucher as acceptable especially when they won’t offer it until I cancel the holiday, which in my mind removes any of my claim for money and they then could go back on the voucher offer once if cancelled? Thanks.

What I wish had happened

I would like a full refund like they were offering all customers upto a week before my departure date, then they back tracked and now say no refunds. And also would have liked some more communication from the company.

Where this happened

Other - 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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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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3% Rudeness

Feelings:

Furious

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3% Other

Feelings:

Furious

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2% Quality of product

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Furious

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2% Delivery

Feelings:

Furious

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1% Inconvenienced

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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

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Leisure Customers

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How this makes Leisure customers feel

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33% Financial Loss

Feelings:

Furious

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24% Customer Service

Feelings:

Furious

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20% Communication

Feelings:

Furious

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9% Fraud

Feelings:

Furious

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Annoyed

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Sad

4% Rudeness

Feelings:

Furious

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Sad

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2% Other

Feelings:

Furious

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2% Inconvenienced

Feelings:

Furious

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Annoyed

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Disgusted

Anxious

Miffed

2% Quality of product

Feelings:

Furious

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Annoyed

Disgusted

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1% Delivery

Feelings:

Furious

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Annoyed

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Disgusted

1% Discrimination

Feelings:

Furious

Annoyed

Anxious

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Miffed

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1% Returns

Feelings:

Furious

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Disappointed

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1% Delay

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Furious

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Disgusted

0% Embarrassment

Feelings:

Anxious

Disappointed

Let down

0% Injury

Feelings:

Let down

Frustrated

Furious

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