Kindly shared by Anonymous
What happened
I booked a villa only holiday to Spain, due to arrive 30 May 2020. I did not receive any communication from VP prior to departure - the last email I received from them was 8 March 2020 when I paid the balance and they advised they’d send all travel documentation 10-14 days before departure. I did not receive any update from VP until 4 June 2020 (after my arrival date) to say that the destination (Spain) had lifted travel restrictions and the villa was available. If that was the case why did they not send the arrival instructions or key codes? The email stated that I was not entitled to a refund as the villa was available, but I was to claim on insurance by emailing them stating I wanted to cancel my booking. I responded querying why they sent no arrival information but received no response to my email querying why the details had not been sent. I note on trust pilot that when a similar question was asked the response was that if customers were able to travel they had been informed to ask VP directly for the details as they were conscious they didn’t want to upset customers so had stopped sending arrival information out. I had not been informed of this, nor had I had ANY communication from villa plus at all since 8 March 2020. In fact, all notices on their website and social media ask for us not to make any contact. Their website also still states this, and advises even today it is still not possible to advise if holidays can proceed or not for future dates. If indeed my villa/destination is now available I don’t know why they have not updated the site to say that Spain is open and customers can in fact go if they request the details! I contacted VP to advise I was not cancelling my booking on 4 & 8 June. I received no response and left a Trust pilot review today. I received a response from VP today coincidentally to say that they are sorry I remain unhappy but that they have no legal obligation to me as I booked villa only. They have not responded to any of my questions. I have resent my questions today but have no hope I will receive anything other than a generic response.
What I wish had happened
Villa Plus originally stated on their website that villa only holidays would be refunded. We were asked not to contact them and I followed that advice. To receive an email stating my destination has now lifted restrictions (which is news to me!) coupled with the fact they then prevented me from using the villa as they did not send any arrival instructions results in them having broken the contract. I would have expected better customer service - even an update before departure date with some information would have taken a lot of the heat off them from many customers, but the radio silence and changing boundaries of how they treat certain customers is unacceptable. I expect a full refund from their failure to provide the service/product I paid for.
Where this happened
On the Internet - https://m.villaplus.com/news
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