Villa plus

Totalbear

I to have had the VP treatment no comm’s except 1 generated e-mail no documents key code 14 days before departure date. Appalling customer service in fact non exsisting. Due to go 6thJune to Majorca despite saying not to worry we will contact you about refund, now the generated e- mail saying basically get lost the villa is available, which in fact if you were able to swim and walk to the villa you would not be able to enter as because of the lock down for covid they would have to deep clean which would render the villa closed for a couple of days. I doubt weather VP have heard of what goes around comes around which means for most people if you do a good turn it will get passed on, then on the other hand you have VP. Perhaps they think by ignoring us we will go away, sorry VP no chance. I would now not touch Villa Plus with some one else’s barge pole.

Life__Goes__On

Totalbear said:

I to have had the VP treatment no comm’s except 1 generated e-mail no documents key code 14 days before departure date. Appalling customer service in fact non exsisting. Due to go 6thJune to Majorca despite saying not to worry we will contact you about refund, now the generated e- mail saying basically get lost the villa is available, which in fact if you were able to swim and walk to the villa you would not be able to enter as because of the lock down for covid they would have to deep clean which would render the villa closed for a couple of days. I doubt weather VP have heard of what goes around comes around which means for most people if you do a good turn it will get passed on, then on the other hand you have VP. Perhaps they think by ignoring us we will go away, sorry VP no chance. I would now not touch Villa Plus with some one else’s barge pole.

If they didn't send you the info 14 days before then I would have thought that is when the breach started,  can't see how they can claim villa is available when they haven't supplied the info you needed to enter.
 

M1ke123

@Totalbear - good news - latest update from VP on their website

15 June 2020

N.B. Information below is correct at time of writing.

Important News for Villa Only Customers due to holiday up to 28 June 2020

In the light of recent developments, we will now provide a full refund to those Villa Plus villa only customers who believe that is the best option for them. It was never our intention for these customers to be left out of pocket, but we are now aware how many of them are unable to make travel insurance claims and want to help them too.

Whilst we understand the general remit of the Competition and Market Authority (CMA), we believe that their rules / regulations do not extend to the provision of overseas holidays and we will be asking the CMA to clarify this point.

Notwithstanding this, we maintain that we have acted lawfully throughout the COVID-19 crisis and within our terms and conditions, which have been in place for over a decade. Under the PTRs, we are not legally obliged to refund villa only customers in a scenario where villas can be made ready for occupation, but customers cannot leave the UK.

We believed that the offer of a villa only voucher was a reasonable gesture of goodwill, but for those customers that have insisted on a refund, we will indeed now refund you in full, in departure date order. We will send you an e-mail very soon to confirm what will happen next.

We apologise for any worry that we have caused to our customers

N.B.

(i) those villa only customers who are pursuing insurance claims via their travel insurance, please continue with the process and we will send you a voucher for an additional £200 for use against a future Villa Plus holiday.

(ii) those villa only customers who have already requested a villa only voucher, we will send you a value for an additional £150.

It has been a fast-moving and complex period and we accept that on occasions our communications might have been better.  We are grateful to our customers for their patience and understanding and are putting in place measures to improve this.

Navy74

Can anyone HELP ! We are due to go on holiday with Villa Plus on the 8th August. They arent answering any correspondence, phone calls e-mails etc. We need to know if the holiday is still going ahead. We have a lot of money in this holiday and dont know which way to turn ?

[Deleted User]

Navy74 said:

Can anyone HELP ! We are due to go on holiday with Villa Plus on the 8th August. They arent answering any correspondence, phone calls e-mails etc. We need to know if the holiday is still going ahead. We have a lot of money in this holiday and dont know which way to turn ?

Where are you flying to and who with?   Have you checked to see if flights are scheduled to go?    Villa Plus are probably like every other agents in the world i.e. working strictly in date of travel.   Most are only getting in touch 7-10 days before date of travel.   Keep looking at  'my account' section on their website.  They often post there.

bagand96

Navy74 said:

Can anyone HELP ! We are due to go on holiday with Villa Plus on the 8th August. They arent answering any correspondence, phone calls e-mails etc. We need to know if the holiday is still going ahead. We have a lot of money in this holiday and dont know which way to turn ?

Have you looked on the website with their latest information? https://info.villaplus.com/news

Navy74

Yes, look every day and it's the same statement week in week out. How can they get away with what they are doing. Customers arent getting any form of contact till the day they should have gone. Then they are saying NO SHOW, you have lost your money. 
Surely they are committing some kind of fraud, ie taking your money and not honouring the terms and conditions of the contract. 
COME ON VILLA PLUS COMMUNICATE WITH YOUR CUSTOMERS. 😡

bagand96

Navy74 said:

Yes, look every day and it's the same statement week in week out. How can they get away with what they are doing. Customers arent getting any form of contact till the day they should have gone. Then they are saying NO SHOW, you have lost your money. 
Surely they are committing some kind of fraud, ie taking your money and not honouring the terms and conditions of the contract. 
COME ON VILLA PLUS COMMUNICATE WITH YOUR CUSTOMERS. 😡

If you have a booking and you have not heard anything from VillaPlus, then surely your booking is still active.  I don't see how that's fraud?

Navy74

Correct. Not for me !. All we ask is villa plus contact customers who have paid for there villas with hard earnt money at least two weeks before departure. Obviously there other things to organise ie car hire, taxi transfers etc.
Again I ask villa plus talk to your customers, on the day or day before is just not good enough