A customer experience about Villa Plus by Anonymous

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What happened

Booked a villa in Menorca for 1/6/20. This was villa only. Our flights got cancelled so couldn’t get there. We tried phoning and emailing villa plus but just kept getting the answerphone asking people to not ring or email them but to check their website for updates. Firstly their website stated that they were only dealing with customers travelling in the next 7 days but they are issuing refunds so to just wait. So we thought fair enough we will wait to hear from them. They never got in touch. We kept checking their website and it changed to we are only dealing with customers travelling in 3 days but they are still paying cash refunds automatically for package and villa only holidays. Then on the 28th may - 4 days before we are due to travel they changed their website to state that no refunds were due to villa only bookings. Then we received an email saying our villa is available to use but they understand we won’t be able to use it but because it’s open we aren’t entitled to a refund. We can’t get through on the phone and they don’t respond to emails

What I wish had happened

We would of liked a courtesy phone call rather than email and would of been happy with an offer of voucher or switching to another date. However we weren’t offered anything. They are now saying if your insurance doesn’t pay out we will give you a voucher. But we don’t want a voucher now because we don’t trust them and do not wish to book with them again

Where this happened

Other - Email

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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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

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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

Feelings:

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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

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Unsatisfied

Miffed

Surprised

24% Customer Service

Feelings:

Furious

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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

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Offended

Sad

4% Rudeness

Feelings:

Furious

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Sad

Offended

Anxious

2% Other

Feelings:

Furious

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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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