A customer experience about Villa Plus by Anonymous

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What happened

We had a villa (accommodation only) booked for late May, for 14 family and friends, all from different households. Costing c.£3000 for a week. Then COVID-19 hit. From Mid-March, Villa Plus started telling customers that they would contact us to let us know our options for dealing with bookings. They then stated that Villa Only bookings would be refunded. Again, we were supposed to wait to hear from Villa Plus, and not to contact them as they are too busy to respond to customer contact. Then, from mid-May, they stopped saying Villa Only would be refunded, and began to say that they "would contact Villa Only customers". Again, do not contact them, they will contact us. Our departure date came and went with no contact from Villa Plus. Eventually, on the 29th May (the day we were due to return to the UK) Villa Plus emailed us to say that "our Villa was available to us" and although they were sorry we could not get there, we were NOT eligible for a refund. Despite consumer law being clear that companies should refund for services that the customer could not access, Villa Plus maintain that the Villa was available for use... so they will not refund us. Of course, it was impossible for us to travel to Spain, or even travel within the UK overnight... We are also a large group of 14 people, which also broke local Spanish law which maintained no groups larger than 10 could meet together. There is simply no way that this Villa service we paid for was available to us. Villa Plus recently changed their offer to a voucher (why on earth they couldn't have done this straight away, who knows). However, not only have they shaken our trust in them, we're also aware that vouchers are not protected by law in the event the company might go bust. This is a large amount of money, which we need back given the impact on income that members of our group have suffered as a result of lockdown and businesses closing down.

What I wish had happened

If Villa Plus had offered a voucher straight away, we may well have taken it. However, they treated us so poorly, with such a lack of communication and engagement, we've lost all trust in them. We now feel the only way forward is to push for a cash refund.

Where this happened

On the Internet - www.villaplus.com

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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Anxious

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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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Disappointed

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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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Annoyed

Anxious

Sad

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Unsatisfied

Miffed

Surprised

24% Customer Service

Feelings:

Furious

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Disappointed

Disgusted

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Anxious

Sad

Offended

Unsatisfied

20% Communication

Feelings:

Furious

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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

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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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