I am trying to get a villa deposit back from a UK subsidiary of a very well known internet US booking group. It gave a 100% deposit refund guarantee in December but now its website does not function properly and the only method of contact is an interminable wait on the telephone or, eventually, an e-mail response after a negative comment on Trustpilot (where many one star, negative reviews from villa renters and managers have appeared in recent weeks). It is now over a week since I responded to the company's e-mail asking me what was wrong with its own website and the trail has again gone cold.
We know these companies are under pressure but many are contacting customers with as much re-assurance as they can give. This one appears to have gone into hiding, refusing to say where our deposits are, let alone return them. I will continue to chase the company, try to get a response from my credit card company and contact the villa manager. The only certainty is that I will not be paying the balance of the holiday cost and using this company again, that is if I am ever allowed to travel again!