Villa Plus: most-reported complaints
Automated analysis of 1,415 public Trustpilot reviews published 2026-06-18 to 2026-09-23. TrustScore 4.3 from 44,395 total reviews — see the Trustpilot page. Quick answer: is Villa Plus legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 1415 Trustpilot reviews analysed, the most-reported issues with Villa Plus were: Not as described (246 reports), Faulty product (86 reports), Other (67 reports).
How to reach Villa Plus
These are the contact details Villa Plus publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, address 16 Adelaide Street, St Albans, AL3 5BH, GB.
The company claimed its Trustpilot profile on 2014-05-09, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 27 of 34 in Vacation Rental. We last checked this profile on 2026-09-23 and found 104 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 60 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Villa Plus Cancellation and travel insurance”, “E: 26/08 Win a wonderful week in the Algarve with Villa Plus”, “Villa Plus”.
Elsewhere: 3.9★ on Google (0 reviews)
TrustScore over time
4.3 → 4.3 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 0.0d) · 2026-08-15 (100%, 0.0d) · 2026-08-18 (100%, 0.0d) · 2026-08-21 (100%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-27 (100%, 0.0d) · 2026-09-01 (100%, 0.0d) · 2026-09-04 (100%, 0.0d) · 2026-09-07 (100%, 0.0d) · 2026-09-11 (100%, 0.0d) · 2026-09-14 (100%, 0.0d) · 2026-09-17 (100%, 0.0d) · 2026-09-20 (100%, 0.0d) · 2026-09-23 (100%, 0.0d).
Severity: 19% of this company’s 415 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2026, 22% of 129 one-to-three-star reviews were 1★; in September 2026, 26% of 103.
Counted from July 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 5.4 days between the experience and publishing their negative review (716 reviews record both dates).
Two readings of the same reviews
Trustpilot’s own automated summary of this company’s reviews reads as predominantly positive. Our classifier, reading the review text in our recent window, judged 18% of those reviews to be complaints — most often not as described. Both are automated readings of the same public reviews; they weigh them differently.
Measured reply time: across 716 negative reviews that received a public reply, the median wait was 0.1 days — the company profile reports an average of under a day.
Reply quality: of 716 company replies to negative reviews analysed, 36% engaged with the specific problem and 31% were generic templates.
What employees say
Employees rate Villa Plus 3.1★ overall from 16 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 1162 company-invited reviews in the recent window average 4.29★, while 43 organic (uninvited) reviews average 2.28★.
15% of its 662 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: not as described makes up 59% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 5,813 of this company’s 44,395 Trustpilot reviews (13%) were written in the last 12 months.
What are the most common complaints about Villa Plus?
Not as described
246 reports · 59% of complaintssteady“The kitchen was dirty, we had to wash all crockery before using.”
The company replied on 2026-09-22: “Hi Yvonne, Thank you for taking the time to share your feedback. We're very sorry to learn that other aspects of your stay did not meet your expectations. The high standards of cleanliness and…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“pictures and reality completely different.”
The company replied on 2026-09-13: “Hello Rachel, Thank you for your review. We're very sorry to hear of the issues you found and that you have been disappointed with our service. As previously confirmed, we have received your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The villa was not as advertised by Villa Plus, major safety issues and very unclean.”
The company replied on 2026-07-26: “Hi Michelle, Thank you for taking the time to share your feedback following your stay. We are truly sorry to read that the villa did not meet your expectations and that you experienced both…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Faulty product
86 reports · 21% of complaintssteady“dirty pool day one, never cleaned during stay very dirty ,broken filter flap, two windows couldn't be opened ( BROKEN)”
The company replied on 2026-09-20: “Hello Brian, I have just tried to call to discuss your experience in a little more detail, though unfortunately have been unable to reach you. We are very sorry to read your comments upon your recent…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“pictures and reality completely different.”
The company replied on 2026-09-13: “Hello Rachel, Thank you for your review. We're very sorry to hear of the issues you found and that you have been disappointed with our service. As previously confirmed, we have received your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“the pool was out of bounds for over half our holiday”
The company replied on 2026-07-06: “Hi Lucy, Thank you for taking the time to share your feedback following your recent stay. 😊 It's great to hear that you enjoyed the villa itself. However, we're sorry to learn that you experienced…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Other
67 reports · 16% of complaintssteady“they stood by their position throughout and did not offer any contribution towards the additional cost”
The company replied on 2026-09-15: “Hi Mark, Thank you for taking the time to share your feedback, and we’re sincerely sorry for the disappointment and inconvenience caused by the cancellation of your holiday. Cancelling a booking is…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Our villa in Crete was absolutely filthy, the AC leaked all over the floor creating a puddle & the pool had a green patch”
The company replied on 2026-07-24: “Hello Annis, Thank you for taking the time to leave us your feedback following your stay with us. While your review does not include a booking reference, we are happy to address your concerns as best…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Terrible company only wanting your money no compassion at all”
The company replied on 2026-08-15: “Hello Norman, We're very sorry to read your review. While we haven't been able to locate any previous contact from you with our Travel Team, we can see that your booking was recently cancelled in…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
51 reports · 12% of complaintsrising since 2026-09“the pool was out of bounds for over half our holiday”
The company replied on 2026-07-06: “Hi Lucy, Thank you for taking the time to share your feedback following your recent stay. 😊 It's great to hear that you enjoyed the villa itself. However, we're sorry to learn that you experienced…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“poorly dealt with by Villaplus”
The company replied on 2026-09-19: “Hello Bryn, We're sorry to hear about the issue you experienced at the villa and that our response did not meet your expectations. We always aim to support our guests as best we can, and appreciate…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“villaplus already knew it was broken and dangerous before we arrived”
The company replied on 2026-09-14: “Hello Deb, Thank you for taking the time to share your feedback. We're pleased to hear that you were impressed with the booking process and the communication you received in the lead-up to your stay,…”
Our classifier read this reply as a substantive response.
Poor core service
33 reports · 8% of complaintsrising since 2026-09“dirty pool day one, never cleaned during stay very dirty ,broken filter flap, two windows couldn't be opened ( BROKEN)”
The company replied on 2026-09-20: “Hello Brian, I have just tried to call to discuss your experience in a little more detail, though unfortunately have been unable to reach you. We are very sorry to read your comments upon your recent…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“you delayed our entry into the property on arrival and we called you many times, throughout the week we have been unable to shut the door and you haven’t even checked in with us”
The company replied on 2026-07-13: “Hi Steven, We are sorry to hear about your experience during your recent stay with us and appreciate you taking the time to share your feedback. If you have already contacted our Customer Services…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“He also told us abruptly that he would be coming on Tuesday afternoon to do the gardening and clean the pool, (but he never did)”
The company replied on 2026-09-20: “Hello, Thank you for your review and sharing feedback on your recent stay with us. It's great to hear you enjoyed the outside space in particular, as well as the location, close to the nearby towns.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
17 reports · 4% of complaintssteady“They treat the security deposit like an extra hidden fee rather than a damage bond”
The company replied on 2026-09-15: “Hi Paul, We’re very sorry to hear about your experience and appreciate you taking the time to raise your concerns. We understand how disappointing it would be to feel that you have been charged for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“you delayed our entry into the property on arrival and we called you many times, throughout the week we have been unable to shut the door and you haven’t even checked in with us”
The company replied on 2026-07-13: “Hi Steven, We are sorry to hear about your experience during your recent stay with us and appreciate you taking the time to share your feedback. If you have already contacted our Customer Services…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I’ve emailed the post travel complaints email address TWICE to find a resolution and had no response whatsoever.”
The company replied on 2026-07-12: “Hello Elaine, Thank you for your review. We're genuinely sorry to hear about the issue you had with the pool whilst you were staying and the inconvenience you had changing villas. We appreciate you…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Compare Villa Plus with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.