A customer experience about Villa Plus by Anonymous

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What happened

Booked holiday with VP last year, was due to pay balance shortly after pandemic declared. Was advised by VP colleagues that we would receive a full refund even though we were a villa only booking if unable to travel. Surprise surprise are now saying we cannot have one as we cannot get there. This is despite advice they gave us to continue paying the balance and information present until very recently in their webpage and twitter account. They state that the restrictions have lessoned enough in Spain to allow us to use the villa which is not true. We are due to travel on 13th June for 1 week to Majorca

What I wish had happened

In line with all guidance and their promises made to us and others online, give us a full refund

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

Feelings:

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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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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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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

Frustrated

Let down

Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

Unsatisfied

Miffed

Surprised

24% Customer Service

Feelings:

Furious

Frustrated

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

Frustrated

Annoyed

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Sad

Offended

Anxious

2% Other

Feelings:

Furious

Disgusted

Frustrated

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Annoyed

Anxious

Disappointed

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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