A customer experience about Villa Plus by F Lane

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What happened

I booked a villa only deal with villa plus for a 2 week holiday in Menorca starting on the 15th of May & booked flights separately. Due to coronavirus I couldn't go on holiday as I wasn't allowed to fly out of the UK or fly into Spain. Villa plus advertised for weeks on their website & their social media accounts that all customers would receive a full refund so I wasn't too worried thinking I'd get my money back without a problem but they then changed their policy on the 22nd of May & aren't refunding villa only customers. They claim my villa was "available" and that's why I'm not entitled to a refund. I didn't receive any access information or directions from them 2 weeks before travelling which I should of done to be able to access my villa. So they knew I wouldn't be able to go but are refusing to refund my money. I have been offered a voucher but I don't want that as if they go into administration it will be worthless. I have screenshots of their social media posts from the 13th of May stating that people due to travel in the next 5 days would get a refund processed so I should of had my money back as I was due to travel 2 days after that post but I haven't. I got an email instead 2 weeks later telling me I wasn't entitled to a refund as I booked a villa only holiday.

What I wish had happened

Villa plus gave me a refund as they had previously advertised they would.

Where this happened

On the Internet

Villa Plus Customers

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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

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2% Quality of product

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2% Delivery

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1% Inconvenienced

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1% Discrimination

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1% Returns

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1% Delay

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Leisure Customers

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33% Financial Loss

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24% Customer Service

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20% Communication

Feelings:

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9% Fraud

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Furious

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4% Rudeness

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2% Other

Feelings:

Furious

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2% Inconvenienced

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Furious

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2% Quality of product

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Furious

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1% Delivery

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1% Discrimination

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1% Returns

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1% Delay

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Furious

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0% Embarrassment

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0% Injury

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Furious

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