The support team have been extremely unhelpful and have sent me a continuous cycle of contradictory messages, misinformation, and administrative errors clearly indicating a lack of proper training and an unacceptable level of operational incompetence. To be told that they are a small company does not excuse the repeated mistakes and confusion caused throughout this process.It all started with an incorrect price being displayed on the website, as a first time villa booker I was not aware of the pricing and just thought it was a special deal, as when I looked into the villa itself it hasn’t been built yet, and there will be construction work during our stay. But I then received an email explaining the mistake, but it was addressed to the wrong person entirely.Following that, I was contacted with a message stating that assistance would be provided to help find an alternative holiday, and that the commercial team would be involved to support with the pricing discrepancy.However, this was immediately contradicted by a subsequent email advising that, once again, incorrect information had been provided and that assistance could not, in fact, be offered.I then received another email referring to their terms and conditions, suggesting that I should proceed with a cancellation.Shortly after, I received a booking confirmation email. Lewis had previously stated that, if a confirmation was received, support could be offered.Yet again, this was followed by another email claiming that the confirmation was an automated message and sent in error, and that the booking was in fact being cancelled.To date, no official cancellation invoice or documentation has been provided.I have also booked flights for this holiday as I received the confirmation, but was told that I should not of done this and tried offering me other villas for the dates which were way above our budget (didn’t even get asked what our budget was). I have asked to escalate this situation but have since been ignored.
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We're Solmar Villas and we help discerning holidaymakers enjoy wonderful, relaxing holidays by making it easy to book beautiful villas with private pools.
Celebrating over 30 years in 2025, we’ve come a long way. But we’re still a family business with personal service at the heart of what we do. Growing steadily over the years means we can offer you:
- Loads of choice – more villas and destinations to inspire your break.
- Peace of mind – villa managers nearby and 24/7 phone support while you’re away.
- Wonderful holidays – guests love what we do
With over 2500 beautifully selected villas across over 40 destinations and winners of 'Best Travel Company for Villa Holidays' at the 2025 British Travel Awards, you're in safe hands with us.See more
