Villa Plus - Lost Deposit

Invicta_Man

Can anyone help?
We booked a holiday with Villa Plus before the pandemic, anyway to cut a long story short, before we paid the holiday in full we tried to contact Villa Plus everyday for 3 weeks we sent them a recorded delivery letter and even messaged them on messenger requesting to speak to someone regarding our holiday never the less we received no contact other than a email and letter telling us that we have lost our deposit because we haven't paid for our holiday 
TBH i'm fuming 

Any help in this matter would be great 

Thanks 

sheramber

If you did not pay the balance then you lose your deposit.
You should have paid and waited for them to cancel.

Invicta_Man

We had questions to ask about the holiday that could have affected the price!

bagand96

The T&C's will state when you need to pay the balance by and will also likely state that failure to pay will be treated as customer cancellation and result in loss of deposit. I don't think the fact you were trying to contact them will change this. 

Whilst I completely understand the frustrations of your position, many travel companies were in chaos during the start of the pandemic. Getting hold of them was impossible due to the overwhelming workload they had of processing cancellations and queries, whilst also having to close contact centres and set up working from home etc.  Can't be 100% sure but I think Villa Plus did have FAQs on their website basically saying if your holiday is cancelled we will be in touch, but otherwise please pay balances as required so you're ready to travel. 

Not really sure what advice to offer you other than maybe try to appeal to their better nature and see if they'll reinstate the deposit for a future booking or similar?

[Deleted User]

unfortunately with the high demand of people to get to most agents were unavailable to ask questions.  You would have been bound by terms and conditions you booked under. 

You may be able to challenge it if the Villa was unavailable at the time your full payment was due and remained unavailable at the time of your vacation.   Check your insurance cover as well.  I think you may have a fight on your hands though as technically you cancelled.