Kindly shared by K. Wright
What happened
We booked our Villa only holiday To Croatia departing 11 July for two weeks, with Villa Plus in January. We booked our Jet2 flights separately as firstly it was cheaper but also our son was only joining us for a week. During total E.U lockdown, two weeks before final payment in mid April we received an email saying our final payment was due but to not contact them as a member of their dedicated team would be in touch to discuss options. We received no contact from Villa Plus. On the day of final payment we received another reminder that Our final balance was due. We had still not heard anything re discussing options. I tried to call but no answer. They said not to email. I contacted them through Facebook messenger. Someone eventually called that day. We had no options. It was pay up the remainder of the balance or lose the holiday and what we had already paid. The start of this week Jet2 informed us that our flights from Edinburgh to Croatia on 11 July would not be operating. I Facebook messaged Villa Plus notifying them of this and would they give us a refund on our villa booking or say in writing that they would not do this. They replied saying the following “ Hi Kirsteen, Your booking with us isn't dependent on your flight situation as you have booked a Villa Only booking. If there were travel restrictions in your destination that prevented the villa from being occupied then you would receive a refund. If the villa was able to be occupied, but you were unable to get to your destination due to travel restrictions within the country you were due to depart from; then we would assist you in an insurance claim. Thanks, ^SN” I would understand if we cancelled of our own doing but we have been forced to cancel our villa booking because our flights have been cancelled and we can’t exit the UK. We can’t rebook flights as our travel insurance would be null and void because it is against FCO advice of essential travel only. Under current Scottish Guidelines we can’t exit a 5 mile locality unless for essential travel. My understanding from the CMA is that, who I’ve already put a complaint in to about Villa Plus is, “For most contracts, the CMA would expect a full refund to be issued where: a consumer cancels, or is prevented from receiving any services, because the lockdown restrictions mean they are not allowed to use the services.“ I have messaged Villa Plus twice with this, they no longer reply to this. Can you help us please? We stand to lose £4000 or have to fight to get this back to us via another means. Thanks
What I wish had happened
At the final balance reminder Villa Plus to have contacted us with options. To delay final payment or to move the holiday to 2021. Or To have contacted us by end of May to move the booking to 2021 - I honestly would have paid a fee to allow this. Or Understand this is way beyond our control and to agree to a refund, even if it meant a deduction of the deposit.
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