A customer experience about Villa Plus by P watson

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What happened

Villa plus have told us we are not entitled to a refund for a villa only holiday we have paid for in full,but were unable to travel to due to the coronavirus restrictions, and the lockdown of both the UK and Spain. We have had no contact with them since they asked us to pay our final balance (which we did) 2 days before the lockdown was implemented by the government back in March. They have not sent any details of how to get to the villa, or where to pick up the keys to gain access. As they said they would send us these details 10 days before we were due to depart for our holiday. We have tried to contact Villa plus on numerous occasions, by email and telephone only to be left on hold listening to music, until the line goes dead after 20 minutes. No response from them until yesterday we received an email stating they would not be refunding us and that we should go through our insurance company, but failing that we could cancel with them and they would offer us a voucher. I was eventually able to speak to villa plus today on the phone and they told me I would not be receiving a refund, and they also admitted they "new we couldnt fly to Majorca, so what was the point in sending the access details" !! Please could you look into this company as I feel we are being treated unfairly. As customers who have had package holidays with them have been fully refunded. We were under government lockdown unable to leave our country. It is unfair to be treated this way by a well known company during this awful pandemic. Thank you so much for taking time to read this email. Kind regards Mr Paul Watson

What I wish had happened

I would like to have received a full refund from villa plus. As this is the suit other reputable companies have followed. If they had of refunded us we would have no qualms to re-book with them at a later date. I will never use Villa Plus again!!!

Where this happened

On the phone

Villa Plus Customers

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33% Financial Loss

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24% Customer Service

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21% Communication

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9% Fraud

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3% Rudeness

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2% Quality of product

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2% Delivery

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1% Inconvenienced

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1% Discrimination

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1% Returns

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1% Delay

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Leisure Customers

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33% Financial Loss

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24% Customer Service

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20% Communication

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9% Fraud

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4% Rudeness

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2% Other

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2% Inconvenienced

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2% Quality of product

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1% Delivery

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1% Discrimination

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1% Returns

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1% Delay

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0% Embarrassment

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0% Injury

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