A customer experience about Villa Plus by Anonymous

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What happened

We were due to travel to Tenerife on 14th March but our flights were cancelled and rescheduled for the 15th March but again flight was cancelled, we were therefore unable to take our holiday. Villaplus initially refused refund as ours was a Villa only booking. They then changed their policy so I called again and was told I would receive a refund, they issued a cancellation credit (dated 31st March) and said the refund would take about 5 weeks. I called on the 13th May to chase refund and was told they would look into it and call back. When I received a call later that day, they said actually I wasn't entitled to a refund as the lockdown wasn't implemented until the following week! I sent another letter pointing out the FCO statement of emergencies declared on the 14th March both here and in Spain, providing links to both Government websites. They have continued to state the Villa was available to us as per our booking. I've instigated a chargeback claim through my credit card but I'm not holding out much hope!

What I wish had happened

I would have liked a full refund. It was clear from the many posts on various social media sites that refunds were being made for Villa only bookings. I would have liked to see a clear refund policy - the company has changed their policy repeatedly causing confusion and resulting in customers being treated differently rather than all the same

Where this happened

Other - Booking made online but correspondence via email - info@villaplus.com

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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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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Leisure Customers

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How this makes Leisure customers feel

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33% Financial Loss

Feelings:

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24% Customer Service

Feelings:

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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

Disappointed

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0% Injury

Feelings:

Let down

Frustrated

Furious

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