Used Villa Plus Twice - Never Again I've bought 2 Villa Plus holidays in the last 2 years. One was good and one was disgraceful. Unfortunately, it's not until you have a bad experience that you realise how poor Villa Plus is. The in-resort teams aren't able to do any more than odd jobs, but they'll try and paper over the cracks enough to warrant taking your money. When you raise concerns or complaints, be it direct, on a review site or on social media, you receive a generic cut and paste reply. There really is no personal touch. It becomes apparent very quickly that this company is purely about taking money from you. I fully understand that is how a business works, but it's slightly unfair to advertise how much the company cares - it doesn't. Villa Plus is quick to brag in responses about the claimed 3.5% dissatisfaction rate and how great that is. This for me speaks volumes about the morals of the company. There are over 16k reviews on Trustpilot, that's over 500 customers who have had a bad experience - but stuff them, who cares? Collateral damage, focus on using the good reviews to rake in more business. I've found the attitude towards dealing with a complaint is more focussed on shutting the customer up and getting them out of the picture. In my opinion, the better way of dealing with complaints is to ask 'How do we change this customer's opinion from a negative to a positive?', then interact on a personal level. Nothing is more frustrating than seeing the generic cut and paste replies - 'very sorry you remain unhappy', 'rest assured a full investigation will be carried out', 'we will respond in due course'. I holiday in a villa most years and I will not use Villa Plus again. I'm aware that taking my custom elsewhere is merely a drop in the ocean for a company that annually turns over in excess of £50 million but I believe the morals of a smaller, more select company will far better suit my needs.