A complaint about Villa Plus

Status: Approved

#CustomerService #FinancialLoss #Communication  Furious Anxious Let down 

Kindly shared by Anonymous

What happened

We booked a villa only holiday with extended family, booked separate flights with Jet2. The holiday was fully paid for in 2019 before coronavirus.We believed our money was 100 per cent safe as per villaplus adverts at the time No further communication from villaplus other than to request our flight details then later our passport info. We tried to contact them a few weeks before departure as travel advice was to not travel but villaplus didnt answer phones or reply to emails other than to bounce back a message to check their website for updates. Their phone lines and emails has been mostly unmanned since lockdown started in march A week before our departure our flights were cancelled and we tried numerous times again to contact villaplus for advice- nothing, then a quick email telling us they didnt monitor our flights, our villa was available for us, if we couldnt travel then we may be offered a holiday voucher but this would be a goodwill gesture only! Meanwhile, we discover our villa being advertised on Booking.com for our holiday dates despite us not cancelling and villaplus telling us we cant have refund as the villa is available and its our fault we cant travel to it. Last night our week at the villa was sold on Booking. com, so x2 parties have now paid for this holiday, us and the new family. We emailed Villaplus last night but no reply, we should be departing for our holiday on saturday and today is tuesday and still waiting for villaplus to update us

What I wish had happened

Ideally, Villaplus should have kept open their communication channels for their customers. They are one of the Uk largest Villa holiday companies so its disgraceful to cut off from their paying customers Other travel Companies have managed to communicate with customers during the pandemic

Where this happened

On the Internet

Villa Plus Customers

Most talked about by 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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25% Customer Service
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Furious

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21% Communication
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Furious

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8% Fraud
Feelings:

Furious

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3% Other
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Furious

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2% Rudeness
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Furious

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2% Quality of product
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2% Delivery
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Furious

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1% Discrimination
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Furious

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1% Inconvenienced
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1% Returns
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Furious

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0% Injury
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Furious

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0% Embarrassment
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Leisure Customers

Most talked about by Leisure customers

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How this makes Leisure customers feel

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32% Financial Loss
Feelings:

Furious

Frustrated

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Annoyed

Anxious

Offended

Sad

Surprised

Miffed

25% Customer Service
Feelings:

Furious

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Let down

Disappointed

Disgusted

Annoyed

Anxious

Sad

Offended

21% Communication
Feelings:

Furious

Frustrated

Let down

Disgusted

Annoyed

Disappointed

Anxious

Sad

Offended

8% Fraud
Feelings:

Furious

Frustrated

Disgusted

Let down

Annoyed

Disappointed

Anxious

Offended

Sad

3% Rudeness
Feelings:

Furious

Annoyed

Frustrated

Disgusted

Let down

Sad

Disappointed

Anxious

Offended

3% Other
Feelings:

Furious

Disgusted

Let down

Frustrated

Anxious

Disappointed

Sad

Annoyed

2% Quality of product
Feelings:

Frustrated

Let down

Furious

Disgusted

Disappointed

Annoyed

2% Delivery
Feelings:

Furious

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Annoyed

Frustrated

Disgusted

1% Inconvenienced
Feelings:

Furious

Disgusted

Frustrated

Let down

Annoyed

Miffed

Disappointed

1% Discrimination
Feelings:

Furious

Frustrated

Annoyed

Anxious

Miffed

Disappointed

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1% Returns
Feelings:

Furious

Disgusted

Disappointed

Let down

Frustrated

0% Injury
Feelings:

Furious

Frustrated

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0% Embarrassment
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Disappointed

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Anxious

Most complained about Leisure companies

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  1. Villa Plus
  2. Loveholidays
  3. Travel Republic
  4. On The Beach

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