Debbie's Villas www.debbiesvillas.co.uk
Value For Money
Debbie's Villas www.debbiesvillas.co.uk
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User Reviews
Value For Money
Heartless Company. Red Tape At Its Worst.
We booked a villa with Debbie’s Villas on 22nd June 2023 and paid a deposit of £664.95.
The booking is for 17th August 2024, which as of today is 351 days away.
Since we have nearly a year until the holiday, I have not arranged any travel insurance yet.
Unfortunately, my wife was recently diagnosed with a grade 4 brain tumour which is terminal.
If she does survive until then and is well enough to take the holiday, I have been told that travel insurance can be as much as £20,000 which makes the holiday impossible.
I spoke to Debbie’s Villas today to enquire about cancelling the booking due to my wife’s prognosis and was told that the deposit was non-refundable.
I informed them that if I were to cancel today, they would still have nearly a year to rent the villa to another party.
I was again told that they could not refund the deposit, even under these circumstances.
I explained that if I was to wait until the final payment was due (6th June 2024) and then cancel, it would be far more difficult for them to rent the villa in that short time frame.
I was told again that the deposit is 100% non-refundable.
I can understand this treatment if I’d changed my mind on a whim or at the last minute, but to refuse under these circumstances with so long left to go is just heartless.
Value For Money
Holiday Change
“Just wanted to place a personal message of thanks and appreciation to the Debbie's Villas team for sorting out our cancelled holiday arrangements to Florida for next year, not just once, but several times, which was brought about by the ever changing policy of a certain airline. Everything was done without a problem, smooth and easy, just how you want it to be. I just wish some of the bigger companies out there would take a leaf out of this companies approach towards customer service, which has been exceptional in my view.”
Value For Money
Amazing Customer Service
Like many other customers, my holiday has been massively affected because of Covid, not once but twice! The first time I needed to change dates was in 2020 and although I was about 4 months away from going I wanted to play it safe and change my villa over. Debbie's Villas staff helped me select alternative accommodation because my first choice villa was unavailable (the owner was selling). I have just managed to change my 2021 holiday to next year. We were meant to be going in June 2021 but there is too much uncertainty around. Debbie's Villas have once again allowed me to move my deposit to a future booking - 3rd time lucky - fingers crossed we get there this time. The only downside in all of this is that I now have to pay more for my children's flights and park tickets because they are older. Thank you for being so professional in all my dealings with you team DV.
Hi, we are very saddened to read this and would like to respond as we do feel that the content is unfair and also gives the impression of a company ‘grabbing the money and running’, something which we have never done in 20 years of trading. Our customers are at the forefront of everything we do and thousands of customers have experienced our Award-winning service over the last 20 years. In an effort to give a balanced viewpoint for the reader, here is our full response to the customer’s wife which was sent to her yesterday and which has prompted this Facebook post:
Hi Gillian,
I really am sorry to read your reply and we do sympathise with you at this difficult time.
Nicola Sturgeon and some other politicians are being rather unfair at the moment and ABTA are working hard to persuade them not to make such inappropriate comments. No one knows yet how the situation will be in 4/5/6 months time and as Boris Johnson said last night, it’s just too early to talk about the Summer. So at this stage we just don’t know for definite if your holiday will be affected.
It is correct that nobody should be out of pocket, but if all travel companies were to refund non-refundable deposits – there would be no travel companies left, it is the lifeblood of businesses, especially travel ones. In addition, when you made the booking with us, we took on financial commitments which we are not able to renege on despite the pandemic – we have obligations that we need to fulfil so it’s simply not financially possible for us to refund every single deposit. The pandemic is not anyone’s fault and we are just trying to do the best we can for customers within the constraints we are working.
We are following all ABTA guidelines, and trying to help every single customer where possible.
We are not saying your deposit is lost, we do not want any customer to lose their money, we are offering for it to be used in the future and we are trying to be as flexible as we can.
The Covid guarantee you mentioned is only for new customers after a certain date as we have been able to negotiate all future contracts with owners, suppliers, management companies etc – we would not be able to go back and change historical contracts I’m afraid, even though we would have very much wanted to do that, it has just not been possible.
The reason why in our FAQs we mention insurance companies – is because this scenario is what they are there for, to cover unforeseen circumstances. However unfortunately they would not currently accept a claim from you, as at present it would fall under ‘disinclination to travel’ as we don’t know what the Government restrictions will be in June.
We can look to extend the offer of a credit into 2024 if this helps you? Another option if you don’t think you’re able to partake of another holiday to Orlando in the next 3 years would be to move the booking to another party name? Some customers have done this and it keeps the deposit safe. The person taking over the booking would then give you your deposit back. Just a thought, we are trying to find as many ways as possible to help customers.
If you have any queries, please let us know.
We hope that this has given the reader some semblance of balance.
Value For Money
Disgusting Customer Service.
I booked with this mob in 2019 for a villa holiday in June 2020 for 8 people. Paid a £750 deposit plus £50 deposit for park tickets. Covid meant we couldn't go so they charged us £25 to move the booking to June 2021. Our Government have announced there will be no foreign travel again this year so contacted Debbie's and asked for a refund. Their answer was a point blank no. No negotiation just no. We are not in a position to delay again so this utterly unethical company thinks it's laughing all the way to the bank with my £825. Utterly disgusting and I would advise everyone to avoid a company who obviously value profit over people.
"Hi, we are very saddened to read this and would like to respond as we do feel that the content is unfair and also gives the impression of a company ‘grabbing the money and running’, something which we have never done in 20 years of trading. Our customers are at the forefront of everything we do and thousands of customers have experienced our Award-winning service over the last 20 years. In an effort to give a balanced viewpoint for the reader, here is our full response to the customer’s wife which was sent to her yesterday and which has prompted this post:
Hi Gillian,
I really am sorry to read your reply and we do sympathise with you at this difficult time.
Nicola Sturgeon and some other politicians are being rather unfair at the moment and ABTA are working hard to persuade them not to make such inappropriate comments. No one knows yet how the situation will be in 4/5/6 months time and as Boris Johnson said last night, it’s just too early to talk about the Summer. So at this stage we just don’t know for definite if your holiday will be affected.
It is correct that nobody should be out of pocket, but if all travel companies were to refund non-refundable deposits – there would be no travel companies left, it is the lifeblood of businesses, especially travel ones. In addition, when you made the booking with us, we took on financial commitments which we are not able to renege on despite the pandemic – we have obligations that we need to fulfil so it’s simply not financially possible for us to refund every single deposit.
The pandemic is not anyone’s fault and we are just trying to do the best we can for customers within the constraints we are working.
We are following all ABTA guidelines, and trying to help every single customer where possible.
We are not saying your deposit is lost, we do not want any customer to lose their money, we are offering for it to be used in the future and we are trying to be as flexible as we can.
The Covid guarantee you mentioned is only for new customers after a certain date as we have been able to negotiate all future contracts with owners, suppliers, management companies etc – we would not be able to go back and change historical contracts I’m afraid, even though we would have very much wanted to do that, it has just not been possible.
The reason why in our FAQs we mention insurance companies – is because this scenario is what they are there for, to cover unforeseen circumstances. However unfortunately they would not currently accept a claim from you, as at present it would fall under ‘disinclination to travel’ as we don’t know what the Government restrictions will be in June.
We can look to extend the offer of a credit into 2024 if this helps you? Another option if you don’t think you’re able to partake of another holiday to Orlando in the next 3 years would be to move the booking to another party name? Some customers have done this and it keeps the deposit safe. The person taking over the booking would then give you your deposit back. Just a thought, we are trying to find as many ways as possible to help customers.
If you have any queries, please let us know.
We hope that this has given the reader some semblance of balance.
Value For Money
Exceptional Customer Service
Excellent company that has supplied my wife and I with beautiful villas since 2017. Excellent help in sorting us out through covid situation. I would recommend to anyone for quality and customer service. Staff in UK and Florida are amazing and answer any questions very quickly via email or telephone. Website is excrptionaly easy to use and book
Debbies Villas - Failure To Refund Cost Of Villa Rental
I've just read a comment written by someone else who has fallen foul of Debbies Villas failure to refund villa accommodation costs.
I had a similar reply from Debbies Villas when I asked for a refund when my holiday was cancelled due to flight cancellations and travel bans that are completely beyond my control. Whilst I do have insurance, there would be an excess charge on my policy of £300, and I'm not at all happy about losing this amount when all my other outlays for my 'holiday' have been refunded in FULL.
It's only Debbies Villas who have refused to refund my £2,000 plus that I have paid for my villa.
We have used DV's many times over the years, and whilst they have been helpfull and supportive when we have encountered other issues, they are totally refusing to help when it comes to refunding my money.
The Competition Marketing Authority (CMA) have stated that all compaines should be refunding money that has been paid for goods and services that customers have lost due to the pandemic, so I suggest that anyone in this position reports these companies to the CMA via their website, and then ask your credit card company to ask for a chargeback, before meekly giving in and claiming from your travel insurance.
It's all about principal at the end of the day, and companies such as Debbies Villas should do the morally correct thing and give us back our hard earned cash.
Value For Money
Disappointed With Company Ethics
We have had our holiday cancelled due to the pandemic. Every other company we have dealt with has refunded the money. Flights (BA), car (Through BA), Orlando attraction tickets, booking. Com (refunded deposit even though they didn’t have to) apart from Debbies Villas who have kept over £2500 and told my parents to make a claim on insurance. For a service we haven’t and can’t receive. I’d steer clear of this company. We will not use again.
Have you reported to CMA ? also see TRUST PILOT
REPORT TO CMA SO THEY CAN INVESTIGATE THIS COMPANY!
We are very sorry to read these comments - from the information given, it sounds like the customers had 'accommodation only' which means that we would have already paid the villa owner and we would have no legal recourse to claim the monies back from them. Villa owners have cited many reasons why they are unable to refund, the two main ones being 1) They have been holding the dates for the customer for months, sometimes years and cancelling at such a late stage means it would be impossible for them to replace the booking
2) They still have bills (including mortgage) to pay despite the pandemic and have budgeted taking into account the rental income they expected to receive.
It can be seen from the vast majority of our reviews that we are a very customer-focused business and if we could have given refunds, we would have, but our contractual obligations prevented us from doing this on villa bookings (please note that we have been able to arrange refunds on attraction tickets and car hire). However, we were able to negotiate with the vast majority of villa owners for a 'change of dates' all the way up to the end of 2021 and large numbers of customers were very happy with this option and selected it.
In a few instances the customer has said this is not possible, and it is in these cases where, regrettably, we are unable to identify any other solution than to suggest that the customer speaks to their travel insurance company instead.
We have been working tirelessly on finding solutions for thousands of customers during this unprecedented time, listening to everybody’s needs and concerns and adhering to every guideline, suggestion and policy that ABTA are advising us to do. One point to mention is that it does seem unfair that some customers are spending thousands on a holiday and not getting insured for it, expecting individual villa owners to take the loss instead (please note that this booking is not an example of this, but we feel we should make this point in an effort to encourage all customers to take out travel insurance as soon as you have booked a holiday).
Top Florida Hold With Debbie Villas.
Our holiday was fantastic and the villa was superb. We had some issues following a storm and the local management team were fantastic and responded immediately. From the start of the booking process until the very end Debbie's Villas have been brilliant. We would definitely use you again.
Value For Money
Absolutely Outstanding!
Debbie’s Villas have been brilliant throughout the whole process and the villa was ‘out of this world’. It was really modern and felt like it was our home from home. The mobility scooter we hired from Debbie’s Villas was a real godsend. We really can’t sing your praises enough and we will definitely be using your company again.
Value For Money
Fab Holiday With Debbie's Villas
Booked a villa in Orlando with Debbie's Villas. Friendly, efficient, helpful - can't fault them at all. Just wished they operated in other places as well as superb company.
Q&A
I saw this company name mentioned in a facebook post and own 2 villas/townhouses in Fiesta Key.
Do they rent out villas for owners? What do they charge in commission?
I have had several guests from the UK stay at our homes over the years.