The senior management of villa plus you should feel extremely ashamed at the way their company are treating customers, you have taken peoples money and basically taken no responsibility and just told customers to claim through their insurance, you have told me I need a cancellation invoice to do this but have failed to respond to any request , only an automated reply and no one can contact you by phone, no way to complain. You are going to lose a lot of customers due to this poor response, start taking responsibility and look after your customers who money you were happy to take but refuse to return.