A customer experience about Villa Plus by D Wright

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What happened

We are due to go on holiday to Cyprus with Villa Plus on the 17th June (x6 people). The full costs have been fully paid for £3.3k. This was done a number of months ago 25/03 after contacting the VP customer service department by telephone and being encouraged to pay our final balance despite the Covid19 dilemma . We have heard nothing whatsoever from the company until yesterday 10/06/20. They claim the villa is available for our holiday?? Although we cant possibly reach it due to the government travel restrictions in place on entering Cyprus. They are refusing to refund us our money asking us to cancel and claim via our travel insurance. We had booked flights separate from our Villa. The Flights were booked with Jet 2 along with separate transfers, We have already been refunded by Jet 2 . Transfers also refunded already. On the 5th May Villa Plus stated on their website that they would refund all holidays. They have apparently now changed their T&C's on 22nd May according to their website and are refusing to refund 'Villa only' bookings. If they refuse to refund our money we will lose £3.3k. Looking at social media there are 100's of people who may be impacted by this decision. They at ABTA & ATOL bonded. Disgusting behaviour and breaching the Government & CMA guidelines on refunding customers.

What I wish had happened

Refund our full costs including the deposit

Where this happened

On the Internet - https://www.villaplus.com/news

Villa Plus Customers

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33% Financial Loss

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24% Customer Service

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9% Fraud

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3% Rudeness

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33% Financial Loss

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9% Fraud

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4% Rudeness

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2% Inconvenienced

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2% Quality of product

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1% Delivery

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