"During a trip booked for 2 weeks in a Villa (well two actually)"

During a trip booked for 3 weeks in a Villa after day one unfortunately the Portuguese Constriction industry decided to start building on a plot at the rear of the Villa, the noise and dust was horrendous. We immediately contacted Affinity both locally and in the uK, within 20 minutes the local Villa Management Company (Michelle) attended and assured us the situation would be reviewed with the Construction site

After realising the construction would not be stopping Affinity (UK) offered a smaller villa approximately 3 km from where we were. The speed and organisation support was positively outstanding from Affinity and their local Partners. We were visited by the local Affinity Senior Manager (Stella) who assured us of her support in the move and offered any assistance. The following day we were moved and although out initial couple of days on holiday was slightly disrupted it was more than made up for the way both the local Affinity management and the UK team (Donna specifically) assisted us to ensure our holiday proceeded with as little disruption as possible.

Overall I cannot say anything about our slight disruption given the way Affinity were there to immediately assess the unfortunately situation and support us so it did not ruin our break. Thanks you affinity and specifically Donna for keeping us in the picture so quickly and efficiently. Thanks you from Sue, Janet, John and myself for turning a possible catastrophe during the holiday we expected (less the move of Villas). Both villas were excellent and the Customer service was OUTSTANDING :). Thank you Affinity we will be in-touch for another booking soon. :)

"Air conditioning"

We had a very successful holiday in Casa Barnace for two weeks in July 2022.We were a family group of individuals, all adults. We arranged for all three villas to be open and we spread ourselves as we wished. In general, the villas are as described in the brochure but there were some unfortunate occurrences which were significantly below what a reasonable person might describe as five star service.
The meet and great was delivered in severely dictatorial tones and consisted of a long list of things that we were not allowed to do.
This was backed up by a superfluity of laminated labels struck all over the walls and thus detracting from the general standard of decor.
Our main problem lay with air conditioning in that we had rented a property described as a fully air conditioned when in reality one of the superior bedrooms was experiencing a breakdown.
This breakdown persisted for the length of the holiday on the excuse that spare parts are difficult to obtain and that nothing could be done about it. Bad feeling was substantially inflamed by the derisory offer of £75 in compensation.
Anyone who conders their enjoyment is dependent on air conditioning to escape the extremely high temperatures in the Algarve in summer should read that small print vey carefully and consider if they will take the risk of full air conditioning not being available.
I quote the offending paragraph ‘Air Conditioning
Air conditioning, where provided, should provide sufficient cooling within a property to reduce the internal temperature. The type and age of the system will have a bearing on the efficacy however, the majority of systems will cool rooms within 10-20 minutes of being activated and therefore clients are respectfully asked to not leave air conditioning units switched on 24-hours a day and to switch off units when rooms are not in use or when external doors are open. We recommend an operating temperature of 20-24 degrees centigrade is applied to ensure optimal cooling, any lower and the units may freeze or malfunction but please bear in mind that external temperatures and the age of the units will have an effect on the efficacy. As with other facilities, air conditioning can go wrong and every effort will be made to ensure that repairs are carried out as soon as possible but it is not always possible to arrange for engineers to visit or obtain spare parts at short notice. If any problems with air conditioning are reported during your stay, portable fans will be offered to help alleviate the problem where possible and our liability shall not exceed £120 per week.’
It is clear that Affinity villas actions were fully in line with the contract, but I am left with the view that this is unreasonable, and that the organisation ought to hold a stock of parts that are prone to failure in order to be able to repair failures rapidly in the manner to be expected of a five star service

"Exceptional service"

Jane and Donna went above and beyond they couldn’t have been more helpful I don’t think they know how grateful I am for sorting out my holiday car when my original supplier let us down many thanks

"Clear straightforward communications & excellent customer service."

Previous customer of Affinity Villas. At a time where COVID has impacted on so many travel businesses I wanted to say how helpful we found Affinity Villas. They're not supposed to be a travel insurer but they have given us clear and helpful steers and advice through 2020/21 about what our options are. Here's hoping 2022 will be more 'normal' and we will be back booking with you very soon.

"Incredible Customer Service"

Having already cancelled our honeymoon to the USA, we booked a new honeymoon to the Algarve with Affinity Villas when Portugal was green-listed.

The team were so helpful in helping us book, extremely transparent about the process and what was required for entry in terms of testing and very flexible amid constant changes.

The latest change meant that we would have to quarantine upon arrival in Portugal which would have been impossible for us give our time frame. Affinity arranged a credit voucher for us even though we his was not in our contract and they were not obliged to do so. A wonderful gesture and touch of class from a company when many in the travel sector seem to have turned into unscrupulous opportunists.

Thanks so much folks - we’ll use Affinity any time we come to Portugal!

"Portugal"

We returned from Portugal on the 3th June after a fabulous week staying at Casa Kios . Affinity Villa’s where amazing the villa was everything they said it would be. And all the staff at affinity where so helpful and could not do enough especially before we travelled . Like many with the situation with covid and the travel restrictions we where very concerned about going or if we had to cancel or had to return early due to the traffic light system or be out of pocket ,But Affinity villa worked with us, and we where lucky enough to travel and have a wonderful time. Like many companies at the start of this virus they where unsure how to deal with it and how long it would last and mistakes where made by many . And I for one was very concerned after reading some of the reviews, but there was no need I could not fault affinity villa they worked with us and I will definitely be booking again with them. Thank you Affinity xx

"Fantastic, first class service!"

We only booked late and the service we received was first class. Correspondence was easy, responsive and informative. The Villa was incredible and our holiday was amazing. Due to Covid protocols our holiday could have been compromised but thanks to information supplied by Affinity Villas we were able to organise everything easily both in the UK and Portugal. It definitely helped!!

"Would never use this villa company…"

Would never use this villa company again. Had booked for 2 weeks in Portugal from 18th June 2020. At point where balance of holiday was payable, it was clear that travel would not be possible (As confirmed by UK Government later). Affinity Villas refused to allow us to push holiday into 2021 and consequently I was forced to cancel losing my deposit of £1,739.20. Other villa companies did allow holidays to be deferred. What a disgraceful way of treating customers (a repeat one in my case).

"Really disappointing"

Unfortunately they decided to keep our £1800 deposit for a week in May last year. They wouldn't refund or even offer us alternative dates. Obviously it was illegal for anyone to travel or indeed meet up in Portugal yet they wouldn't help me at all. Really disappointing as we would have happily rebooked for 2021. I wouldn't trust this company i am afraid.

"In reply. You never asked if we were covered for Covid as it never existed when we booked our holiday 3rd March. We took out comprehensive cover with our insurer. This is to put the record straight."

Extremely poor service and understanding of the Corona Virus Outbreak. Holiday booked with Affinity on the 3rd March. Deposit of £1090 paid. The total villa rental cost was £3,640. Holiday Insurance taken out also. It quickly became apparent a few weeks later the problem with the Virus was escalating. Before final payment was made I asked if I could delay payment by a few days to see how things developed. Told No it would be deemed as a cancellation and I would lose my deposit . Duly paid balance. Told you can always claim of your Holiday Insurance . A few weeks later Flights were cancelled, and refunded. Back to Affinity and told them our flights have been cancelled and asking if we could move the holiday to later in the year or to 2021 to be told 'No they hadn't concontractual rights to the Villa for 2021' only to see the very same Villa advertised on their website for 2021.also to be told us cancelling gave them no opportunity to let to anyone else. Claimed on my Insurance declined as disinclination to travel, despite it being Comprehensive Cover. Claimed under section75 on Credit Cards, (declined recently for the same reason.) We are currently £2,730 out of pocket. Which is Affinity Villas cancellation fee. I feel Affinity have been very unfair not allowing us to move our holiday to 2021.The only people to have gained here are Affinity and the Villa owners. They could have moved our holiday as a gesture of good will, of which they don't appear to have. We have used them in the past 3 times, but never again. Solmar Villas, a similar Company have seen fit to refund Customers despite their Terms and Conditions .
Several very poor reviews against this Company on Trust Pilot. With similar problems reported. We will never use Affinity again.
They have been reported to the CMA for Bad Practice.