A customer experience about Villa Plus by M and Karen Keatings

Kindly shared by M. and Karen Keatings

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What happened

On the 20th January 2020 I booked a villa including private transfers for 7 people, 2 adults and 5 children aged 5-16, through Villa Plus, departing 16th July - 30th July 2020. On the same day I booked flights for the same 7 persons through TUI. The flights were booked separately as the flight times were most suitable when travelling with children. On the 25th June I received notification from TUI that our flights from Edinburgh to Lanzarote had been cancelled due to ongoing COVID19. I tried to contact Villa Plus regarding this but they had suspended all phone lines. Emails were sent to Villa Plus without successful contact/response. Villa Plus guidance on their website was not to make contact and await contact from them as they were working in departure order. 5 days prior to our arrival, Saturday 11th July, we received an email from Villa Plus to acknowledge our cancelled flights but advised that they were indeed still expecting us and should we be unable to travel requesting us to cancel our booking. Despite replying to this on Saturday 11th July, no further correspondence has been received from Villa Plus. A review was posted by myself on Trustpilot to which Villa Plus replied to on Sunday 12th July advising that we were not entitled to a refund, or to amend our booking as it was too late. This is despite Villa Plus closing all phone lines and not responding to any emails to resolve this matter. Villa Plus are aware that no flights are available from Scotland due to current restrictions and they themselves are not offering flights from Scotland just now. Villa Plus have also failed to forward final travel documentation as per their own t&c's which should have been done 10-14days prior to departure, yet find it acceptable to make contact with 5 days notice.

What I wish had happened

I would have expected Villa Plus to have made contact at the very minimum within their own t&c's of 10-14days prior to departure. I would have liked to have shared empathy with how this pandemic has impacted both the travel industry and their customers and come to an acceptable resolution. I expected to at least have been offered to amend our booking to a later time when flights are available from Scotland to Spain either through Villa Plus or another agent, however this is not something I would consider now as I feel they are untrustworthy as a business and want a full refund of the £4500 that we as a large family have worked hard for. This would have been our first holiday abroad in 3 years which I now feel has been stolen.

Where this happened

On the Internet - https://www.villaplus.com/

Villa Plus Customers

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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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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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Leisure Customers

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33% Financial Loss

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24% Customer Service

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20% Communication

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9% Fraud

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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

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Furious

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1% Delivery

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1% Discrimination

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1% Returns

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Furious

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1% Delay

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Furious

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0% Embarrassment

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0% Injury

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Furious

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