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Press statement in response to recent coverage on BBC The One Show

August 28, 2020September 10, 2020chiracshah

Refunds for package holiday customers

For any customer who books a package holiday with flights and villa, or a non-flight inclusive package holiday, their refund rights are governed by the Package Travel and Linked Travel Arrangements Regulations 2018 (PTRs). Customers are entitled to a full refund if their holiday cannot go ahead if the destination is closed, or the FCO advise against travel to that destination. We have a very good record of paying these refunds quickly and in full to our customers.

The situation for villa only customers

Customers who chose to book only a villa with us, and decided to make their own travel arrangements, are not covered by the Package Travel and Linked Travel Arrangements Regulations 2018 (PTRs). Our terms and conditions make this clear. Where the destination is open and the villa is available to be used, we are not obliged to give a refund if the customer decides not to travel. Customers have the option to take out travel insurance to provide them with protection against cancellation in these circumstances. Where a villa is not available, and we cannot provide a suitable alternative (e.g. where the destination is closed) then customers are offered a cash refund.

Refund payments

Over the course of the pandemic we have made full refunds to many thousands of package holiday customers where travel restrictions at the villa destinations have prevented holidays or the FCO advised against travel. Where possible we have offered suitable alternative arrangements and created alternative travel plans so that customers can enjoy a holiday. We have also refunded villa only customers in cash where the destination is closed or we can no longer provide a suitable villa in the destination.

Changing policy on refunds

The UK government has frequently changed its travel advice throughout the pandemic, often with very little notice, and we have had to adjust our own policies accordingly.

Impact of local lockdowns

Local lockdowns have been put in place by the government however these do not affect our ability to provide the booked holiday. The current Government advice is that customers can still travel to a holiday destination outside of the affected area provided that they take suitable precautions.

If flights and villa are available and the destination is open, but the home address is affected by a local lockdown and a customer does not travel, then that is something that they should take up with their travel insurer as they would under normal circumstances. This does not give rise to a right to a refund. We always encourage our customers to take out travel insurance which is appropriate for their circumstances.

The advice from ABTA on local lockdowns, such as the one put in place in Leicester, is that there is no obligation upon travel operators to refund a customer if the customer decides not to travel because of a local lockdown in the place they live. ABTA also encourage travellers to take out travel insurance which is appropriate for their circumstances.

Shielding customers

If a member of the party is unwell or unfit to travel on health grounds but flights and villa are available and the destination is open, then that is something that they should take up with their travel insurer as they would under normal circumstances. This does not give rise to a right to a refund. We always encourage our customers to take out travel insurance which is appropriate for their circumstances.

ABTA advice on local lockdowns and shielding

Sean Tipton from ABTA says, “If your holiday can go ahead as planned but your circumstances unfortunately mean you cannot travel, for example due to local restrictions or because you are shielding, then normal cancellation charges will apply. In these instances, you should check your travel insurance to see if you can make a claim, or, if you have booked a package holiday, you can see if you can transfer your holiday to another person. Many travel companies are doing all they can to offer more flexible booking policies at this time, so it’s important to speak to your travel provider to see if they can offer any alternative options, but they are not legally obliged to do so. If you have an accommodation-only or flight-only booking, these are not covered by the Package Travel Regulations so you will need to read the terms and conditions to establish your rights to a refund.”

Availability of information & T’s & C’s

All of this information is laid out in the T&C’s which we encourage all our customers to read and we also have information available on the “Frequently asked questions” page of our website. We always advise customers to ensure they have adequate travel insurance in place to cover any unforeseen eventualities.

Customer communications

As the pandemic took hold the volume of our customer contact rapidly and massively increased. Because of this we took the decision to put relevant information for customers on our website and our social media pages in the form of FAQs. We believed that by doing this we could ensure the most up to date key information was available to our customers whenever they needed it. We understand that customers may have made repeated attempts to contact us directly however our online information was there for them until the point we were able to contact them directly.

Our customer contact has increased over a hundred times beyond what we would usually experience, whilst at the same time our business like others in the UK has been affected by Covid-19, by such things as having to close our offices and relocate our staff to working from home.

As a result of the ever changing nature of the situation we have needed to engage with our customers in departure date order to provide the essential information they needed. This included such things as if their holiday was going ahead or not, if they were due a refund and information about balance payments. This direct information which was unique to their holiday and what they principally needed to know to get them away on holiday. Had we not approached the challenge in this way then customers would have missed out on holidays or had their refunds delayed.

When the situation has been at its most dynamic our contact has, in some cases, been only a few days before their scheduled departure date. We accept that this is not ideal, and we recognise there have been occasions this summer where this has not always worked as it usually would. We apologise to those customers who have experienced worry or frustration as a result.

Commitment to customers

Throughout the period of this unprecedented pandemic we have done our very best to respond to and answer customer questions as quickly as we could, although in many cases we often did not have the answers to those questions ourselves in a fast moving and at times chaotic situation. Consequently, it has been impossible to answer customers individually, so we took the decision to put the relevant information on our website news pages and our social media pages in the form of FAQs.

We have done our utmost to deliver the holidays that our customers wanted and the fact that many of our customers have been able to travel and enjoy a holiday is testament to a great deal of hard work by our team at Villa Plus delivering on our promises.

Managing customer complaints

As an ABTA member we will automatically review twice any complaint we receive. When a review is underway it would be inappropriate to add any further comment until the review is completed. The link to the relevant ABTA advice; https://www.abta.com/news/coronavirus-outbreak

Press statement in response to recent coverage

June 12, 2020June 13, 2020chiracshah

Covid-19 is an ever-changing, complex and challenging situation for everyone across the travel industry. We understand the impact the global pandemic has had upon the holiday and travel plans of many of our customers and we are working very hard to provide them with the best possible outcomes under the circumstances.

The lifting of lockdown across Europe is being managed on a country by country basis and, in some cases, such as Spain, on a regional basis. In addition to this countries are moving at different rates on easing restrictions and this is adding complexity to the situation.

Where a holiday could not be fulfilled because the destination country was in lockdown, customers were entitled to a refund and we have already made full refunds to thousands of flight inclusive package holiday and villa-only customers. However, due to local lifting of restrictions in certain destinations it meant that those non ATOL protected villa-only customers were unfortunately no longer eligible for a refund.

Initially we set about actively helping those customers affected to claim back monies through their travel insurance, however it became apparent that this was more challenging to achieve than expected. We also learned that a significant number of our customers had not taken out appropriate travel insurance. It was never our intention for any of our customers to be left out of pocket and as a result of this we are providing a full refund to those Villa Plus villa only customers who believe that a refund is the best option for them.

“Nicholas Cooper and Rajesh Mavani, Company Directors at Villa Plus” said, “Whilst throughout all of this we complied with our booking conditions, we came to understand that some villa only customers would suffer financial loss which was clearly very disappointing for them. We are sorry for the upset that they experienced and are determined to help them. Offering a full refund to those customers seems to us the right thing to do.

“The majority of our customers have been happy with our response to a testing set of circumstances, however we understand there have been some frustrations that at times we have been unable to respond as quickly and as clearly as we might have done. We have acted to improve the speed and clarity of our communications and we are working around the clock to try and get back to customers as fast as possible. Where concerns remain we are working with our customers on a case by case basis to resolve them. In the meantime we continue to encourage customers to visit our website that has all the latest updates on our Travel News section.”

12 winning reasons why shoulder season travel is the best

February 24, 2020February 24, 2020chiracshah

The “shoulder seasons” are those travel periods that fall in spring and autumn, between the peak and fully off-peak seasons. For those not at the mercy of school terms – like couples, retirees, and families with tots – they can be the perfect times for a villa getaway. Here are 12 top reasons to get booking and jet off this spring:

1. Save on accommodation

There are great bargains to be had on our huge range of villas outside the summer holidays. This spring 2020, you could book a fantastic property for just £500 per week – that’s a whopping saving of £1,500 compared to peak season!

2. Nab your dream villa

There’s much better availability in the shoulder seasons, so you can have the pick of the bunch and snap up that fabulous villa you’ve been eyeing for months.

3. Spend less on flights

Air fares are often lower at off-peak times too, which can significantly cut the cost of your trip even more. Across our destinations, flying in the spring shoulder season is on average £100 cheaper than peak season.

4. Bask in better weather

Love the sun but hate melting in the heat? The shoulder seasons’ slightly cooler temperatures are perfect for sightseeing and adventure, while still warm enough for lazy days spent lounging by the pool.

5. Beat the crowds

You won’t be jostling for space in the museum or fighting for spots on the beach, meaning a much more pleasant experience all round.

6. Skip the queues

Who wants to waste precious time waiting in long lines when you could be fast-tracking straight to the fun?

7. Get around easily

With fewer cars on the roads and less busy public transport, you’ll find it a stress-free breeze to get from A to B when you’re out exploring.

8. Be snap happy

Looking to make your Instagram followers green with envy? You’ll be free to capture those perfect holiday shots without throngs of other people ruining them!

9. Live like a local

With fewer tourists about, you’ll enjoy a more authentic experience of your destination and have better chances to mingle with the locals.

10. Enjoy discounts on foods and attractions

Did you know some tourist spots slash entrance fees and menu prices outside peak times? So you could come home with even more pennies in your pocket.

11. Support the local economy

By visiting and spending money outside the main tourist period, you’ll be benefiting your destination’s local economy – so everyone wins.

12. Help reduce overtourism

Travelling in the shoulder seasons helps distribute the weight of tourism on a destination across the year. And that’s much better news for locals and the environment.

Fancy a bargain last-minute getaway during the upcoming shoulder season? Take a look at our fantastic range of holiday villas still available this spring 2020!

Discover the Val di Noto

February 11, 2020March 4, 2021chiracshah

Cruising through Sicily’s stunning and lesser known south east corner, you might start to feel a little conflicted. On one hand, you may want to tell all your friends to stop what they’re doing and come immediately! However, the desire to keep this endearing pocket of the island a secret may triumph…

Take Siracusa for instance, a UNESCO protected city full of energy and history, divided into the mainland and its beating island heart, Ortigia. From the interesting architecture to the buzzing, local markets and streets teeming with craft shops, it’s hard not to fall in love with. Wandering around the narrow, pretty lanes, you’ll discover something fascinating at every turn – from churches with no roofs to tiny, tucked away ristorantes serving excellent food.

And then there’s the Archeological Park, housing relics of the Greek and Roman eras. Most impressive is the huge 5^th century BC Greek theatre. Believe it or not, it is still in use today for the annual Greek Theatre Festival. When you’ve finished exploring for the day, sit along the lungomare (seafront) in Ortigia and watch the sun set over the water.

Elsewhere, step back in time as you visit the unmissable late Baroque towns of Val di Noto. Collectively, they make up a UNESCO World Heritage site, of which Sicily has 7. They were all rebuilt following a devastating earthquake in 1693, whereby the architects were given free rein to add their flourishes.

You’ll see this in the expressive gargoyles of twisted, wrought iron balconies and the colourful marble used inside churches. Nearest to Siracusa, Noto is a great spot for lunch or gelato. Dine among the grand, honey coloured buildings or climb up a bell tower on the main street, Corso Vittorio Emanuele, for magnificent views across the town.

Heading west along the winding mountain roads, the sight of Modica as it appears will take your breath away. Its remarkable buildings seem to tumble down the sides of 2 hills, with the heart of the town nestled in between. If you’re feeling especially active, you can scale the stone staircases that separate the upper and lower parts of the town.

All that exercise surely deserves a treat, which Modica is perfect for! Famed for the art of chocolate production, you’ll find the oldest chocolatier in Sicily here, Anticua Dolceria Benajuto. Tuck in to the delicious cocoa treat, which uses an Aztec recipe and comes in a range of unusual flavours such as cardamom and nutmeg.

Other Baroque gems of the Val di Noto include Ragusa and Scicli, brimming with grand palazzi and divine dining options. Fans of the detective series Inspector Montalbano may recognise filming locations in Scicli and might also like to visit Punta Secca on the south coast, where you’ll find Montalbano’s fictional home.

After site-seeing to your heart’s content, indulge in a well-deserved glass of local wine, Nero d’Avola, at one of the region’s stunning sandy beaches such as Fontane Bianche – bliss!

View our full range of villas in Sicily

Competition T&Cs

March 12, 2019March 5, 2020chiracshah

Please see below a list of T&Cs for competitions run by Villa Plus

Home Comforts 2020 – Customer competition T&C’s

Terms and Conditions:

1. Each promotion is open to UK residents aged 18 years and over, excluding employees of the Promoter, their families, agents and any other person professionally connected with this promotion.

2. No purchase necessary to enter.

3. Must be an existing Villa Plus customer, with a holiday booked between (31/03/2020) and (31/05/2020) if you do not already have a holiday booked with Villa Plus, your entry will not be valid.

4. The promotion will start and end on the following dates: 05/03/2020 – 31/03/2020

5. Entry instructions relating to the promotions (including the closing date/time) will be shared via email from Villa Plus. To submit a valid entry, participants must submit answers to: marketing@villaplus.com or enews@e-villaplus.com

6. The winner will be selected at random by Villa Plus, within 7 calendar days of the closing date specified in the competition email. The judge’s decision will be final.

7. Unless otherwise agreed in writing by the Promoter, a prize will only be awarded directly to the entrant responsible for the email account against which a winning entry was registered. Unsuccessful entries in any promotion will not be carried over to subsequent promotions.

8. Once Villa Plus receives a message from the winner with their details, the Promoter will endeavour to have organised/supplied the prize during the customer’s holiday with Villa Plus.

9. The Promoter reserves the right to verify the eligibility of entrants. The Promoter may require such information as it considers reasonably necessary for this purpose and a prize may be withheld unless and until the Promoter is satisfied with the verification.

10. The prizes are as stated for each promotion, are non-transferable and there is no cash alternative. The Promoter reserves the right to award alternative prizes of equal or greater value should the advertised prizes become unavailable for any reason.

11. The Promoter is not responsible or liable for any entries that fail to be registered or are delayed due to faulty or failed electronic data transmissions.

12. Any entry which the Promoter reasonably determines to contain obscene, offensive, libellous- or anti-social content will be rejected. Where an entry includes a photograph, the photograph must be the entrant’s own original photo and the entrant must obtain the permission of anyone else appearing in the photograph prior to posting it on Facebook.

13. The Promoter will disqualify entrants it reasonably believes are acting in breach of these terms and conditions.

14. Automated/bulk entries and entries from third parties will be disqualified. No incomplete or corrupted entries will be accepted. Entries will only be accepted if they comply with all entry instructions.

15. Entry to this promotion is via an email response to marketing@villaplus.com or enews@-evillaplus.com and no other entry method will be accepted.

16. Incomplete entries or those not submitted in accordance with the entry instructions are invalid and will not be entered in the draw.

17. It is a condition of entry that all content created to showcase the prize may be used for publicity that may arise as a result of this promotion, such as inclusion within online and offline news articles, published on the brand’s website or blog, or used in the brand’s Facebook, Instagram and Twitter posts. By submitting their details, the entrants agree to the Promoter publicising the promotion and their names as well as using their personal data for the above purposes and fulfilment of prizes. Any personal data shared will be held by both Villa Plus and Journey Further, and neither will pass on data to a third party other than for prize fulfillment purposes. By agreeing to these terms, entrants agree to their personal data being used as set out in these terms and as set out in the Promoter’s privacy policy. Prize fulfilment will be handled by Villa Plus.

18. All entrants must consent to the Promoter(s) using any text, photo or video content supplied as part of their entry in future marketing activity for an indefinite period of time.

19. The Promoter and Journey Further are bound by applicable data protection legislation and will act in accordance with data protection legislation.

20. Entrants can request access to the personal information the Promoter holds about them by contacting Villa Plus, Drover House, 16 Adelaide St, St Albans AL3 5BH

21. The Promoter’s decisions regarding all promotional matters will be final, and no correspondence will be entered into.

22. The Promoter is unable to advise entrants if they have not been successful.

23. The Promoter reserves the right at any time to cancel, modify or supersede the promotion (including altering prizes) if, in the sole discretion of the Promoter, the promotion is not capable of being conducted as specified.

24. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and any disputes shall be subject to the exclusive jurisdiction of the English courts, unless you live in another part of the UK, in which case your local courts will have jurisdiction.

25. The Promoter: Villa Plus, Drover House, 16 Adelaide St, St Albans AL3 5BH.

Villa Plus Oct 2019 Halloween Competition

Competition runs from 9am 31/10/2019 and ends 9am 4/11/2019. Only entrants that post their “spookiest costume” and tag @villaplus will be entered into the prize draw. Prize is a £100 high street voucher. The top entrants will be selected anonymously on the morning of the 4/11 with the winner being decided by Villa Plus followers on Instagram over 24hr using Instagram stories to vote. Winner will then be announced on the channel within 7 days of competition closing. Competition winner has 7 days from notification to claim their prize. If the winner does not claim their prize within this time-frame the promoter reserves the right to withdraw prize entitlement and will award the prize to the person who finished runner up in the public vote. By entering this competition users agree to Villa Plus promoting and using the image shared by the entrant on Instagram.

AVIS FREE Car Hire Competition – October 2019

Competition closes 1st November 2019.

The rental prize conditions are as follows:

Rental Period: Up to 7 days

Car Size: (up to group K)

Pick Up Location: Sicily

Return Location: Sicily

Includes: all mandatory charges Age Restriction

Driver must be over 21 years of age with a full driving license

Terms: the prize is non-transferable and non exchangeable. Fuel

costs are not included. Please note insurance excesses may still apply.

Standard Avis rental terms and conditions apply , subject to availability.

Please note: we require a minimum of 7 days’ notice when placing your reservation.

2020 vision – March 2019

Competition closes midnight Sunday 28th April 2019.

All correct answers will be entered into a draw to win a £2020 Villa Plus holiday voucher. Winner will be selected at random and announced on the channel they entered the competition within 14 days of competition closing. Competition winner has 14 days from notification to claim their prize. If the winner does not claim their prize within this timeframe the promoter reserves the right to withdraw prize entitlement and will award the prize to a reserve drawn at the same time as the original.

Promoter’s decision is final and binding. Entry implies acceptance of these terms and conditions.

Any personal information that entrants share with the Promoter will be kept secure and only used in line with these terms and conditions unless the entrant has opted into future marketing from the Promoter. by entering the promotion, entrants agree that their information may be used by the Promoter to administer the promotion and winners content to their name and country being listed on the winners’ list.

Not open to staff, no cash alternative prize will be offered.

Book Competition – March 2019

Competition closes Sunday 24th March 2019.

Entry into the competition is via Twitter. Only entrants that retweet and follow @villaplusnews on Twitter will be entered into the prize draw. Prize is 6 brand new books. Winner will be selected at random and announced on the channel they entered the competition within 14 days of competition closing. Competition winner has 14 days from notification to claim their prize. If the winner does not claim their prize within this timeframe the promoter reserves the right to withdraw prize entitlement and will award the prize to a reserve drawn at the same time as the original.

Promoter’s decision is final and binding. Entry implies acceptance of these terms and conditions.

Not open to staff, no cash alternative prize will be offered.

Taking Children Out of School for a Holiday

January 7, 2019January 8, 2019

Term Time

Have you ever been tempted to take the kids out of school to take them on the trip of a lifetime? Perhaps work commitments get in the way, you’ve found an amazing mid-term deal on a holiday to Spain, or maybe there’s a package on a family getaway to France that you just can’t pass up.

As we start to think about where we’re off to on our travels in 2019, the debate about whether it’s ever ok to go on holiday with your children during term time is starting up again – and according to our research, it’s one that doesn’t seem to be settling any time soon.

At Villa Plus, we asked 2,000 British parents to see what the general consensus seems to be now. Here’s what everyone’s saying about running the risk of fines for a family break.

The Big Getaway Debate

If you think it’s fine to take the kids away for a little break, you’re not alone. When it comes to taking our children out of school during term time for a holiday, almost three-quarters (70%) of the parents we asked think it’s ok to take our children out of school during term time for a family getaway.

Timing-wise, over a quarter (26%) say that a getaway of up to seven days is an acceptable length of time to keep them out of school, while a surprisingly high 14% think taking them away for seven to 14 days is ok.

Most parents who are happy to book their holidays mid-way through the school term say they do so because they don’t have a choice when they take holidays and also because it’s cheaper to book at this time. In addition, many said that travel is just as important as education and a few days doesn’t hurt.

However, those who are opposed have their reasons for holding off until the school holidays to book their break. These parents believe children have enough holidays and that too much learning is missed if they are taken out of school. According to them, the only acceptable time to keep the kids off during the school term is for medical reasons or bereavements.

Challenging Times

While many of us are in favour of going on holiday during term-time, with a whopping 100% of parents in Sheffield saying it’s fine, almost half (46%) would challenge a fine for doing so.

In addition, the numbers of those who would query a fine vary across the UK. In Bristol, 75% wouldn’t think to challenge a fine while over half (58%) in Cardiff and over a quarter (37%) of those in Leeds would.

The Grand Getaway

Interestingly, the over-65s are the most lenient age bracket who are happy to take their child out for up to 14 days (50%). Their younger counterparts aren’t so sure, however.

We found that 19% of 35 to 44-year-olds and 32% of 55 to 64-year-olds think it’s never acceptable. With these stats in mind, it looks like grandparents may have to spend some time convincing their children that they can take the grandkids away.

Only 42% of those aged over 65 would challenge a fine, though. This implies that the older generation are happy to foot the bill if it means they can get away with the children.

Would you allow your own child or children to take time off from their studies to go away with grandma or to spend some quality family time with you all? Would you challenge a fine for doing so or would you accept it as part of the risk of taking them out for a week or so?