Kindly shared by A. Trotter
What happened
We were unable to travel on holiday due to Spain’s state of emergency and FCO advising against any but essential travel so should be due a full refund from Villa Plus as the CMA stated that ‘a consumer should be offered a full refund where a consumer is prevented from receiving any services, because Government public health measures mean that they are not allowed to use the services.’ Villa Plus initially said they would provide a full refund. They then changed their minds saying that Spain wasn’t in lockdown and the Villa was available. They have only refunded two of our three weeks paid. They keep changing their terms and conditions on their web site and the latest said they would refund all villa only customers up to June 28th. Many people have received full refunds but not us. All emails, messages, phone calls remain unanswered. I am unsure where to go next with this as their web site stated the villa was not available for this week but they say it was. The fact that we couldn’t get there and, if we had we would have had to return on the last flights back two days later and, if we had travelled, our insurance would have been invalid and we could be still stuck there with no insurance in a villa that was ‘not available’ . They advised that we claim this week back from our insurance company but they have said we weren’t covered for this and it is the responsibility of Villa Plus. When I informed Villa Plus about this (via Trustpilot as this is the only way I have had any responses) they said if I emailed they would be willing to help with our insurance claim. I did this but have had not had a reply, even though I have resent the email a few times. I have lots of evidence to support my claim that Villa Plus owe us £744.34 but they are just choosing to ignore this.
What I wish had happened
Villa Plus to have provided us with a full refund in the first place as they told us that this is what we entitled to. I have the email to prove this.
Where this happened
On the Internet - info@villaplus.com
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