A customer experience about Villa Plus by D Wood

Kindly shared by D. Wood

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What happened

I booked a villa only With villa plus for my family and to celebrate my husbands 50th bday to Portugal. I booked the holiday in August 2019 to go away on June 4th 2020 I paid my balance in February 2020. I contacted VP in March 2020 to change a name on my booking and they assured me our holiday would be ok. They did not send me any details of travel documents as they said they would 10 to 14 days before our holiday. I had no further emails from them and couldn’t get through on the phone. I went onto their website which said please don’t contact us so I left it until 7 days before we were due to go and sent them an email asking what we were supposed to do. I have still not received a reply to that email. Our flights had been cancelled by Ryan Air so we knew we couldn’t get there. On Friday 5th June after we were due to fly out we received an email from VP stating that we were not going to be refunded as the villa was available. This is very disappointing as they had assured customers on their website that we would get a refund my family holiday cost over £2000 pounds. They gave now changed their policy (again) since this email saying we can have vouchers but the stress of this I do not want to use this company again.

What I wish had happened

For VP to look after their customers treat us fairly ( as some VP villa only customers have been refunded) and now I just want to be refunded.

Where this happened

Other - Email received the day after we were supposed to fly out x

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

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9% Fraud

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3% Rudeness

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3% Other

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2% Quality of product

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2% Delivery

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1% Inconvenienced

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Furious

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1% Discrimination

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Furious

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1% Returns

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Furious

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1% Delay

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0% Embarrassment

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0% Injury

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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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24% Customer Service

Feelings:

Furious

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20% Communication

Feelings:

Furious

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9% Fraud

Feelings:

Furious

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4% Rudeness

Feelings:

Furious

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2% Other

Feelings:

Furious

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2% Inconvenienced

Feelings:

Furious

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2% Quality of product

Feelings:

Furious

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1% Delivery

Feelings:

Furious

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1% Discrimination

Feelings:

Furious

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1% Returns

Feelings:

Furious

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1% Delay

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Furious

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0% Embarrassment

Feelings:

Anxious

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0% Injury

Feelings:

Let down

Frustrated

Furious

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