Wondering why Villaplus swap villas

[User657849]

I booked a villa in Spain with Villaplus a few months ago.

After making the booking, I found a few reviews saying they had been switched to a different villa, but most reviews were positive, so I decided to relax.

For context, I was always planning to come to Spain weeks earlier, so I was never stressed about having to cancel the booking due to travel restrictions.

Last Saturday, a week before my booking, I received an email saying we had been switched to another villa. It’s in their T&C that they can do this if they offer you a villa that is considered equal.

I don’t really like the new one, it’s actually bigger and the outside area is good, but the first villa was new and had lovely modern furniture/bathrooms. The new one is older and I really dislike the furniture.

I said so to Villaplus and they said sorry but the change comes from the local reps.

I know we’ll have s good time anyway, but I was talking to my sister (they’re coming with us), and we cannot understand the reason why they would switch us with just one week’s notice.

Does anyone know? Could they have offered it to someone else for more money?

Just on a final note, I’m aware how lucky I’m to be going on holiday at all, but it cost us a lot of money and I’m sad I won’t stay at a place I love.

[rookiemere]

I didn't realise they could do that and it's actually pretty rubbish as there are a lot of factors that we consider when booking a villa, so whilst it may technically be equal, I very much doubt everything would be the same.
Is there no option to get a refund ?

[User657849]

No, it’s in their terms and conditions.

I think they see it as ‘like by like’ because they both have the same features, eg pool, etc…

But I see it like a 5 star and 4 star hotel. They both have a bed and en-suite but the quality of the room can be massively different.

I just wonder why they’re not bothered about repeat customers. There’s no way I’m booking through them again.

[Zodlebud]

People sell villas. If it’s sold then the new owner is under no obligation to still let it out.

Things go wrong with villas. The ceiling falls in, the air con breaks, it floods. Tried to get a tradesperson in the U.K. at the moment? Same story in Europe.

Local Covid restrictions can prevent people visiting.

The neighbouring property might be undergoing major renovations and it would be hell to be next door to.

Sometimes the owner just decides to stop renting it out (and will take the financial penalty imposed on them).

If it’s in the T&Cs then you were made aware at the point of booking that this might happen. I get it. I am sympathetic. You book certain accommodation and expect to get it.

I have a small holiday cottage in the U.K. (left to me in a will). Sometimes things just happen that mean it’s not available (to add, I have never booted a pre booked guest in because I wanted to go instead).

It does break my heart though when people leave negative reviews because of things outside my control. One person left me a one star review because the pub down the road was closed because of Covid and this apparently ruined his holiday (like Covid and the staffing arrangements of the pub are in my control).

I would always book direct with an owner where I can though. You then have a direct contract with them and if they are in breach / unable to provide your booked accommodation then they are liable. They don’t have a bank of other accommodation they can shift you to.

[User657849]

Thanks @Zodlebud, I realise something must have happened, it would help if they explained what it was.
I would have appreciated some nice human touch on their email, rather than line after line of ‘we can do this, you’re not entitled to a refund, etc’.

It’s just the only company I’ve heard who seem to do this, maybe it’s more common than I think.

It’s still showing on their website, so definitely not sold.

[rookiemere]

Is it showing as available for the week you booked it ?
I'd definitely ring them and see what's up.
Wouldn't book with them again anyway after a very disappointing villa a few years ago where the midweek clean and sheet change consisted of a woman handing me a broom and saying I might like to use it and the 30 euro welcome pack had no toilet roll and had nit much more than a nasty bottle of rose and three tins of Brussels pate. Such a shame as we had a great trip with them a number of years ago.

[User657849]

@rookiemere, hello, no, it’s showing available for later dates (august is fully booked).

The comment was in response to the post that said the villa might have been sold by the owner.

I’m sorry you had a bad experience with them too.

I sort of booked it in a rush, partly because the villa was lovely, but mainly because most people in Spain are staying on holiday in Spain and there weren’t many villas available in the market.

I usually research thoroughly before booking with a company I haven’t used before.