A customer experience about Villa Plus by Anonymous

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What happened

Booked a villa in Lanzarote to dept on 21st May, tried to contact prior to departure with no one answering the phone. Never received villa details and social media said to wait and that they would be processing refunds. Now they are saying the villa was available for use and it is not their problem that the FCO advice was not to travel or that flights were cancelled so no refund is due. If that was the case, surely we should have still received villa details. All emails and letters have been ignored. We received a blanket email saying we can have a voucher if insurance doesn’t pay out but following CMA guidance and ‘frustration of contract’ law strongly believe we should be eligible for a refund.

What I wish had happened

We should be offered a refund for a service that we couldn’t use and they couldn’t provide. And they should have communicated with us.

Where this happened

Other - Statements they made on social media and then rescinded and emails. They have no acknowledged any communications from us.

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

Feelings:

Furious

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Sad

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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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Annoyed

Anxious

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Sad

Offended

3% Rudeness

Feelings:

Furious

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3% Other

Feelings:

Furious

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Anxious

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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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Miffed

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1% Returns

Feelings:

Furious

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1% Delay

Feelings:

Disappointed

Furious

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0% Embarrassment

Feelings:

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0% Injury

Feelings:

Let down

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Furious

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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Let down

Disgusted

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Annoyed

Anxious

Sad

Offended

Unsatisfied

Miffed

Surprised

24% Customer Service

Feelings:

Furious

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Let down

Disappointed

Disgusted

Annoyed

Anxious

Sad

Offended

Unsatisfied

20% Communication

Feelings:

Furious

Frustrated

Let down

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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