Premier Villas - Birdham

Laura M.

We had an awful experience with this company. We booked and paid £3000 deposit for a lovely villa in Portugal which had to be changed 3 times due to the pandemic. On the 3rd occasion I spoke with someone (who I believe was the director) to confirm the 3rd date. There were 18 of us travelling so we all booked the time off.
Then a few months later when I got in contact, they had double booked the date we were meant to go. They refused to take any responsibility for this and actually tried to blame me for their mistake. They also refused to refund the £3000 deposit. I will never be using this company again

Jayne L.

I have also had exactly the same issues as the two previous reviewers. Premier Villas should be utterly ashamed of themselves. We were due to travel on 5th May, our flights were cancelled and Portugal was on full lockdown. Mr Jennings told me that my villa was still available and it was not their fault I couldn’t get there. No offer of a refund and no offer of moving the holiday to another date. Quite why he thinks it is acceptable to pocket my money without providing a service I have no idea, I call it theft! I have also reported them to the CMA. Please do not risk your hard earned money booking with this company.

Kirsty G. (.

As per similar reviews below, our flights were cancelled and the Government issued a directive that only non-essential travel to Portugal was permitted. We are aware that our inability to holiday falls outside the responsibility of Premier Villas. However, they have an obligation and duty to at least respond to our attempts to amicably resolve this.

We booked a family villa to the tune of thousands of pounds. Not only have we lost our deposit, but the director and the company have failed to respond to any emails regarding our attempt to move forward with/in this situation.

My elderly mother called to speak directly to the director and was faced with calculated misinformation and misadvice, which is tantamount to exploitation.

She advised that, as a family, we are keen to travel next summer and holiday specifically in this villa, which would be a suitable and agreeable resolution for both Premier Villas and the owner. After all, their websites clearly advertises that Premier Villas are doing ‘all [they] can find an agreeable solution by contacting the property owner’.

Simon/the company advised my mother of the following: 1) pay the full cost of the villa on a credit card, in order to be easily reimbursed by the credit card company. This is clearly not the case and would have cost my mother thousands of pounds. 2) He would send a cancellation form so she could claim her deposit back with her insurance. Again, untrue. There are multiple names on this booking. 3) Portugal is open. Clear further misadvice. Flights were cancelled and the Government have been very clear. Nobody books a family villa in the summer holidays for essential travel.

He/they advised her, over the phone of course, knowing that each decision would cost her and benefit him/them. Throughout the call, my mother felt belittled.

My mother reiterated that she merely wanted to carry the booking over to next year, as per the website position, and he advised that the villa may not be available next year. He then stated that the owner ‘has not renewed the contract’. However, the villa is advertised in the website for next summer.

I have since followed up all of this on my mother’s behalf, in emails, to ensure we have full written records. However, no response.

As per similar customers below, it is reassuring to know that the company exists and that they are responding to reviews.

It is simply not adequate to correspond in the way this company and its director have. Even in a pandemic. There are so many companies getting it right during this time and a simple acknowledgement/receipt of email would even have been enough. Arrogance and exploitation is exactly the right way to run Premier Villas into the ground.

Here’s to hoping that the CMA can help.

(I also posted this review on Trust Pilot and Premier Villas responded within 5 minutes - if only to report me for violating guidelines. I will continue to post until justice is served!)

Ella J.

Amazing!!! Not enough good words to say about this company!! Used this company for years and years now every summer always have the most amazing experiences and make the best memories.
The services are excellent and of a very high standard and the staff at the company are beyond helpful and friendly. Even when out on holiday I have been in contact with questions I’ve had regarding a location or things to do, and they have always helped!
During covid I had issues with my summer holiday that was booked, and the staff helped me sort every issue even when it wasn’t their fault my flight was cancelled! Honestly amazing and such beautiful villas and amazing holidays !

David C.

DO NOT USE THIS COMPANY.

This company is a disgrace. They have left me and my friends high and dry. A group of 16 of us have booked to go to Portugal next month in a villa. This was booked way before anyone had even heard of COVID-19. They are refusing to refund our booking or even move it to another date. Insisting we can still go. This is despite 1) having to quarantine for two weeks on return to the UK which is unfeasible for most of us. 2) From October 10 Portugal is banning groups of more than 10 people. They think it's ok for us to break the law. A horrible company, one to avoid at all costs. We have lost all money on this booking. It wasn't booked with a credit card and nobody had booked insurance when we booked it well over a year ago.

Sarah M.

EIDT: managed to recoup money through a Section 75 claim. If you’re in a similar position, don’t give up!

Paid almost 8k for a villa stay later this month. Obviously we are now unable to attend due to COVID-19. Premier Villas are retaining all money, and will not engage with me. After sending three different communications this week to no avail, I left a negative review on trust pilot. Rather than contacting me, they immediately reported the negative review- alongside another posters- despite the review containing absolutely nothing contentious- the review will be reinstated but they’ve bought a little time. The response is laughable and has no bearing on the original post.

The Competition and Markets Authority have stated that where a service has not been received due to COVID-19, companies cannot retain the money- consumer rights cannot be overruled by contracts. Premier Villas will not enter into a dialogue about this.

Please give your custom to one of the travel companies who have responded more fairly to the current crisis.

Anita F.

Do not give this company any of your hard earned money ever - holiday in Portugal obviously cancelled (August 2020). No communication from them whatsoever after sending them various emails regarding our deposit. Wouldn't let us move the holiday to next August 2021. Absolutley disgusting way to deal with customers. Anyone that books with them - you have been warned.

TOBY S.

Exactly the same as the previous review. Company not prepared to refund money that was paid in good faith prior to covid-19.

At a time where everyone is sticking together, this company believes it is ok to keep people’s money for no reason apart from pure greed.

The owner Simon Jennings just ignores any dialogue in relation to government guidelines from CMA. Guessing they will catch up with them with fines for there atrocious actions.

Happy to adjust this review if contact is made and refund received.