A customer experience about Villa Plus by F Hopes

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What happened

We booked and paid in full for our villa-only holiday in Majorca, which was due to take place from 23rd May. We heard nothing from them until 2 weeks after our departure date, despite numerous attempts to contact them. They were also at that point specifically asking customers not to make contact because they were too busy but they would be in touch in departure date order. When we did finally hear from them, it was an email to say that they were "sorry we couldn't reach our villa" but were not obliged to offer a refund as lockdown restrictions there were lifted and the villa was available. This despite not contacting us once in advance - and if the villa was available where were the access details? They were paying refunds to all customers up to mid May - now they are trying all sorts of tricks and seem to change their policies daily. They will offer a voucher only if you tell them you want to cancel (!) and you are unsuccessful at claiming on travel insurance. Their behaviour has been disgraceful.

What I wish had happened

I would have liked Villa Plus to have had a clear and fair policy from the outset so even if communication was poor because of demand, we knew what was going to happen. Also I would have liked to have been offered the choice of voucher or refund automatically, as I believe I am entitled to.

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

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Furious

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24% Customer Service

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21% Communication

Feelings:

Furious

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9% Fraud

Feelings:

Furious

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3% Rudeness

Feelings:

Furious

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3% Other

Feelings:

Furious

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2% Quality of product

Feelings:

Frustrated

Let down

Furious

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2% Delivery

Feelings:

Furious

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1% Inconvenienced

Feelings:

Furious

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1% Discrimination

Feelings:

Furious

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1% Returns

Feelings:

Furious

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1% Delay

Feelings:

Disappointed

Furious

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0% Embarrassment

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0% Injury

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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

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Disgusted

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Anxious

Sad

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Unsatisfied

Miffed

Surprised

24% Customer Service

Feelings:

Furious

Frustrated

Let down

Disappointed

Disgusted

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Anxious

Sad

Offended

Unsatisfied

20% Communication

Feelings:

Furious

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Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

9% Fraud

Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Offended

Sad

4% Rudeness

Feelings:

Furious

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Sad

Offended

Anxious

2% Other

Feelings:

Furious

Disgusted

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Annoyed

Anxious

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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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