Misled and Let Down - Cost Us a Precious Family EventIn August 2024, we booked a villa for October 2025 through Solmar Villas. In April 2025, a significant family celebration was announced that clashed with our dates. We immediately contacted Solmar Villas to request a postponement to May 2026.They informed us that the owner's policy was only to allow changes within two weeks of the original date. As these dates were already booked, this wasn't possible. We specifically asked them to contact the villa owner on our behalf to make a special request, given the circumstances and the considerable lead time (over 6 months before check-in).After several weeks, they replied saying the owner had refused. I followed up with a phone call to confirm, asking directly: "Did you contact the owner?" I was assured that they had, and that the owner's answer was a firm "no." With no other option and facing a further financial penalty to cancel, we reluctantly proceeded with the holiday.The truth emerged only when we met the villa owner during our stay. We mentioned the situation, and she was shocked. She confirmed she had never been contacted by Solmar Villas about our request, and even checked her emails to be certain. She explicitly stated that had she been asked, she would have gladly approved the date change, as it was so far in advance.We are deeply disappointed. This wasn't just a simple booking error; it was a deliberate misrepresentation. Because Solmar Villas did not do what we asked and then lied about the outcome, members of our group missed a major family celebration. We cannot get that missed moment back. We advise future customers to be wary, as you cannot rely on them to act as an honest intermediary with property owners.===================================Update following the reply from Solmar Villas where they asked me to contact their customer care team to discuss as they claimed they dont know which booking it is even though I entered the booking reference when I filed the original report. As requested by them I have now tried calling them 4 times and each time after being kept on hold for several minutes it just asks me to leave my details and then cuts me off. I will not be trying again!
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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
