01 June 2020
N.B. Information below is correct at time of writing.
Coronavirus ( Covid-19 ) continues to impact many countries, some of which are now starting to ease restrictions, in different phases, around movement and travel. Please remember to check this page for updates regularly.
If you have a booking on a departure date that has now passed and are waiting to hear from us
Please do not telephone or email us, we are sorry that it is simply not possible for us to respond to everyone.
Villa Plus is paying cash refunds in departure date order to customers that have booked ATOL Protected Flight Inclusive Package Holidays (e.g. a holiday comprising of at least villa and flights) and non-ATOL Package Holidays (e.g. a holiday comprising of a villa and a car hire or a villa and a transfer which is worth 25% or more of the total holiday cost). We are currently processing these refunds up to 10 days after scheduled departure dates. We will email you at this time to confirm when the cash refund has been made by Villa Plus. Cash refund payments can take another 14 days to reach customer accounts after being processed by card companies due to their high volumes. If, on occasion we are a little late in processing any refunds, then please accept our apologies in advance.
If you have booked a villa only holiday (e.g. a holiday comprising of just a villa or a villa and a transfer worth less than 25% of the total holiday cost) then we will contact you separately.
We regret that it’s not possible to contact all customers by telephone.
If you have a booking due to depart in the future with us
Please do not call or email us if you have a booking due to depart in the future as it is simply not possible to definitively advise whether your holiday can proceed or not due to the fluidity of the situation.
Circumstances remain fast moving and complex, so please keep an eye on this page for regular updates and we will contact you individually as soon as possible to advise further about your holiday, once we know.
If you are due to pay your Final Holiday Balance
Customers due to pay the final balance on their holiday will receive an email from our Travel Team. In some cases, we may be able to delay the date by which final payment is due and this will be explained to you in the email. A balance reminder email is sent 14 weeks before departure and again 12 weeks before departure, which is the day final payment is due.
Villa Plus Opening Hours
We are experiencing a huge volume of queries. Although our dedicated Travel Team are working longer hours, our lines of communication are currently 10am-4pm, 7 days a week, to enable more time to help those customers due to depart imminently or pay a balance. Our activity on social media will be limited until further notice.
Due to the rapidly changing situation, we will wait until closer to your departure date before any decision is made, regarding operaton of your booking with us.
IMPORTANT NOTE: All customers are recommended to have appropriate travel insurance in place, from the time of booking their holiday.
Villa Plus are ABTA members and are ATOL protected. ABTA also provides assistance and we abide by their Codes of Conduct. Flight inclusive package holidays booked with Villa Plus are protected under our ATOL licence.
ABTA additionally provides general information and advice to consumers regarding Coronavirus, which can be found on their website: https://www.abta.com/news/coronavirus-outbreak
Q. What are my options if there are no restrictions on British nationals for overseas travel, but travel to, or access to the location of my villa is currently restricted or prohibited by local or national authorities to that country or region?
A. If you've booked a flight inclusive package holiday with us, then you're protected under the current Package Travel Regulations. This means we can offer a refund, an alternative destination, or a deferred 2020 travel date. If we are unable to source an alternative destination or defer your travel date, you will be entitled to a full refund of the monies you have paid to us.
Q. I've booked a Villa Only with Villa Plus. Am I protected ?
A. Customers who have booked 'accommodation only' with us, are not protected by the Package Travel Regulations. If the travel advice changes for the destination you are travelling to and your planned arrangements are impacted, please contact your travel Insurers. Villa Plus will do its best to explore alternative options such as an amended travel date, but there may be additional costs and you are not automatically entitled to an alternative holiday or refund.
Q. What are my options if I’m due to pay my holiday balance ?
A. Customers due to pay the final balance of their holiday can discuss options with our travel team should they have any queries. In order to do so, please use the dedicated email address provided upon receipt of your balance reminder, to request a call..
Q. What if I've booked other elements to my holiday?
A. If you have made your own arrangements, such as flights, car hire, airport parking, transfers or hotel stop-overs, direct with a company other than Villa Plus, then you will need to speak to the service provider / airlines that you made the booking with. They will have their own policy in regard to how they manage these claims. You should also contact your Travel Insurance.
Q. If my holiday booking is cancelled, what will happen ?
A. Please review our travel news section which will provide the latest updates.
Q. What if I decide I don't want to travel ?
A. If travel advice has changed for imminent departures dates, please review our information above for the latest update. If holidays continue to operate, your holiday will be subject to normal booking conditions and cancellation charges will apply.
Q. I have a trip booked but no insurance. Can I buy it now ?
A. Please note that most major Insurers, including ANY new policy that you purchase through Villa Plus, have suspended new policies offering travel disruption cover due to Coronavirus (Covid-19 / Sars ) & related viral illnesses with immediate effect, from 14th March 2020.
Q. If I am unable to travel, am I entitled to compensation ?
A. You won't be entitled to any compensation, as the reason for the holiday not continuing, is outside the control of Villa Plus.
General queries about your travel arrangements with us, can be found in our website FAQ section.