A customer experience about Villa Plus by Anonymous

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What happened

We requested to cancel our Villa Only holiday to Majorca back in March. We were persuaded by Villa Plus to keep our holiday in place, with the assurance that we would receive a full refund in the event there are restrictions in the country we are travelling to, or there are flight restrictions and advisories not to travel to that destination. We have this in writing as well as screenshots from their website stating the same. They have since withdrawn this statement and said we are not entitled to a refund. They have deliberately mislead us.

What I wish had happened

We would have expected them to honour their assurances of a refund, rather than take our money for a holiday we cannot go on.

Where this happened

Other - Via email with one of their employees. We have evidence of all email correspondence. There were also a number of phone calls.

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

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Sad

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24% Customer Service

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Furious

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Disgusted

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21% Communication

Feelings:

Furious

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9% Fraud

Feelings:

Furious

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Annoyed

Anxious

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Sad

Offended

3% Rudeness

Feelings:

Furious

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Sad

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3% Other

Feelings:

Furious

Disgusted

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Let down

Anxious

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2% Quality of product

Feelings:

Frustrated

Let down

Furious

Disappointed

Annoyed

Disgusted

2% Delivery

Feelings:

Furious

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1% Inconvenienced

Feelings:

Furious

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Disappointed

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Disgusted

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Miffed

1% Discrimination

Feelings:

Furious

Anxious

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Miffed

Disappointed

1% Returns

Feelings:

Furious

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1% Delay

Feelings:

Disappointed

Furious

Anxious

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0% Embarrassment

Feelings:

Anxious

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Let down

0% Injury

Feelings:

Let down

Frustrated

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

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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