A customer experience about Villa Plus

Status: Approved

#FinancialLoss #CustomerService #Communication  Annoyed Frustrated Disappointed 

Kindly shared by s. cousins

What happened

Villa Plus changed their stance on issuing refunds for villa only bookings due to Covid 19. This change was not widely communicated - just appeared on their web page. I had been patiently waiting for them to contact me as per their request as I had noted that my villa status had changed from booked to not available. Date of travel 06 June to Mallorca. My only communication arrived 5 June to inform me that I would not be refunded as, although, I could not travel (FCO/Spain in lockdown to International travellers) my villa was available - however, Villa Plus had not supplied travel documentation or entry key as they knew it couldn't be challenged. I contacted the local Town Hall and Tourist Board who both said no holiday lets were permitted only local residents could have access to their second or holiday homes. Villa Plus have not answered my mails and it's impossible to get them on the telephone. I am seeking a full refund of £4,459

What I wish had happened

have kept their promise about refunding and not moved the goalposts

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
Feelings:

Furious

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Sad

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24% Customer Service
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Furious

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Let down

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Disgusted

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Annoyed

Sad

21% Communication
Feelings:

Furious

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Disappointed

Annoyed

Anxious

Sad

9% Fraud
Feelings:

Furious

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Annoyed

Anxious

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Sad

Offended

3% Rudeness
Feelings:

Furious

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Disappointed

Sad

Annoyed

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3% Other
Feelings:

Furious

Disgusted

Frustrated

Let down

Anxious

Sad

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2% Quality of product
Feelings:

Frustrated

Let down

Furious

Disappointed

Annoyed

Disgusted

2% Delivery
Feelings:

Furious

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Annoyed

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Disgusted

1% Inconvenienced
Feelings:

Furious

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Disappointed

Let down

Disgusted

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1% Discrimination
Feelings:

Furious

Anxious

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Miffed

Disappointed

1% Returns
Feelings:

Furious

Disappointed

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1% Delay
Feelings:

Disappointed

Furious

Anxious

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0% Embarrassment
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Anxious

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0% Injury
Feelings:

Let down

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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

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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