Virgin Holidays Reviews

I thought a recent review had been written by myself. We also paid for a specific area for our Orlando villa, 24 hours before departing address provided and to my surprise not what we’d paid for! Ages to get through nothing they can do we would get better or equivalent villa!! Oh no we didn’t! Complained in resort +++ nothing done, complained 27/6 and still nothing! No acknowledgement nothing! Rang again after visiting a store asking if I had correct email address, told no you need this!! Rang to check and again after much messing around given confirmation that email address for complaints on website is correct but no acknowledgment is sent!! Seriously Virgin please get yourselves sorted and reply to us as I’m close to approaching the travel ombudsman very soon!! Do not negate on your contract or what we’d paid for so disappointing. Compensate us please!!

If i could give less than one star i would.

I booked & paid for named premium villa in Orlando. The day before departure i was sent the villa address details, which was not the right accomodation. I was advised i'd got allocated on arrival. Despite calling Virgin uk the day before travel 10 times, i was constantly fobbed off & advised it was urgently being looked into.

I spoke to US Virgin rep on arrival &was told someone would call me the next day. Of course more lies as no contacted me until a few days before my return. When it was confirmed Virgin owed me £600 for the price difference plus individual compensation. To date nothing received, my complaint goes unanswered as they hide behind an email address. Virgin Holiday have the worse customer service i have ever experienced, they take no respinsibility, they lack service & lack transparency. Never will i use them again.

Booked dominican republic in Feb. Had some reservations as they were less than useless returning our money on a previous trip that they had cancelled. It was difficult to get clear info on travel requirements at that time and virgin took no responsibility for helping us to ensure we had the right documents for travel. (we had transit flights thru Paris and New York). No thanks to Virgin we managed to sort that bit out ourselves. When we received our flight details we noticed that there was only an hour and a half to change planes at JFK for the second part of the return flight. We checked with virgin on the phone (1hr wait on phones at the time) and we went down to the Bristol store and checked in person and was told this was plenty of time. The reality actually was that not only did it take an hour and twenty mins to get thru to the virgin check-in desk, but they close their check-in two hours before the flight. So it had already closed as our incoming was landing. Virgin people booking our holidays from the UK didn't know this.... So, as this was clearly a mistake on Virgins part we expected assistance and resolution from the virgin help desk across from the check-in desk. Mohammed at the desk could only offer that we had missed our flight and he couldn't do anything for us. This revelation was delivered in small snippets whilst he was talking to a colleague. Completely lacking in any sympathy or appreciation for the situation we were now in. Also, we had already put our luggage in the drop off trying to save time. My partner managed to get him to give us his full attention and he suggested that we trythe American Airlines desk downstairs. Thankfully after initially saying Virgin needs to sort it they booked us on the next flight and told us how to get our luggage sorted. Bottom line is Virgin failed to properly organize the holiday, so keen were they to get bookings, then they abandoned us. NEVER EVER WILL WE USE THEM AGAIN.

The worst package holiday I’ve ever experienced in over 30 years of booking holidays
My husband and I wanted to treat our 4 daughters, there partners and our grandchildren, 12 of us in all, to a dream holiday in Orlando. I thought booking with a reputable company like Virgin Holidays would make things a lot less stressful for myself, how wrong I was!! As there were 12 of us in total we had to have 2 separate bookings, not too much of problem until you try to book seats for the plane. I pre booked these as soon as I was able to, all sitting next to each other and the row behind. But when I tried to check in online 24 hours before 3 of our party were put 5 rows behind the rest of us, once on the plane there were plenty of seats a lot nearer to the rest of us?? Our flight was delayed 2 hours, why do they never inform of why your flight is delayed?? Once we finally arrived at Orlando International airport we didn’t have clear details of where to find the virgin representative so that took a while. We were meant to emailed our accommodation details before we arrived, I had tried contacting the virgin representative with whom I booked the holiday with, but she hasn’t replied to any of emails. Obviously keen to get her bookings up but not interested after she has her sale! when we finally found the representative she finally gave us the details of our property.
Alamo skip the counter/self check in wasn’t as easy as they make out. Thought it was too good to be true! We had 2 vehicles, my pick us wasn’t too bad but my daughters partner had terrible trouble as I had used my credit card for both vehicles but they said he needed to use his own one, this took over half an hour to sort out. We are all getting rather tired and annoyed as we’d been up very early that morning. Our car hire was included in our package but Alamo took $1800 from my daughters partners account ? it took them 10 days to refund it after a few calls to virgin!
When we finally arrived at the villa it was 9pm, I had booked 2 travel cots but they were not supplied by the company that look after the villas, I phoned them and said that I had asked for them, but she told me that this was not on my booking, but I had proof that it was. She said that this would be an extra charge of $75 per cot per week, a total of $300 and they couldn’t be delivered until the next day, so our 2 x 14 month old granddaughters had to sleep in beds with there parents. On first impressions of the villa it looked rather impressive but looking closer it was rather dirty, skirting boards that didn’t look like they’d been cleaned in months, stained coffee cups, not enough cutlery, bbq was disgusting and had no gas, dishwasher didn’t work properly, no tea towels, plug hole in one of the en-suites had a sharp edge pointing out if it and broken floor tiles that you needed to be careful not to cut your feet on. We did enjoy our 2 weeks doing the usual universal and Disney parks but our return journey was yet another shambles, tried to check in on line again but couldn’t so did this at the airport, our seats were all over the place again, they were even going to seat my 3 year grandson in a row by himself! I had pre booked seats as I had on the way out, but they weren’t the seats I’d booked yet again! We asked for us all to together but that didn’t happen but once again when we finally got on the plane, over an hour delay, there were plenty of seats free all together ? I need another holiday to get over all the stress of what was meant to be a dream family holiday. I won’t be rushing to book another holiday virgin.

Booked our dream holiday to Dominican Republic in September 2022, has been delayed for two years because of covid. Now over before it's even begun.

Our flights were changed two weeks after booking, then changed again and again. Flights then changed day, never had confirmation from Virgin all came from their partner airline Air France (Don't even get me started about AF) told Virgin about the flight change and was told someone would be in touch with me, took them two months to contact me. I called them numerous times just to be told they don't have the updated flights on their system, and got told that they would be in touch.

They finally managed to get in touch and found out today that because of the flight changes made by AF, we have to pay £850 extra or we can cancel the holiday.

We are not happy to pay the £850, not for something that is completely out of our control and that Virgin have known about for two months, and have done NOTHING. The cost is already mounting, £300 to sit together on the airplane, the cost of hold luggage and the initial holiday cost which was 5k. To add insult to injury, because we are cancelling the holiday, we have also lost money for pre departure airport hotel rooms and airport transfers that have already been booked. I asked for compensation and got told to email the feedback team, I expect I will not even get a reply to that email.

If we ever manage to get our refund we are going to book another holiday with a decent company and put this whole Virgin nightmare behind us.

If you are planning on booking a holiday with Virgin, for your sanity, please consider your decision very carefully. It has just been one drama after another for us and we completely regret ever booking with Virgin.

Booked individual holiday which included Las Vegas ,overnight stay in Atlanta and then Memphis.My issue was with the overnight stay in Atlanta.We had booked 4star spectacular double queen suite,it turned out to be spectacularly awful.The manager would not accept the room had been prepaid and we were forced to pay another$320 dollars .The room itself was dirty,bathroom fitments hanging off the wall,the bath tap was in the bottom of The bath.The restaurant was not open but you could buy bar food but there was nowhere to sit apart from reception area.Sent bank details of payment,photos of the room was told they would respond in 28 days if not resolved would update on progress 46 days later one responce to first email sent now they are just ignoring emails.NEVER AGAIN,Do NOT BOOK WiTH VIRGIN HLIDAyS until their customer service improves significantly.They Take your money then it’s up yours.

The site is extremely slow, options are all over the place. Head hurts using this site!

We have just come back from a 2 week holiday in Orlando where 4 of us were staying in a Select Villa. We have been holidaying with Virgin Holidays for years and have booked holidays in villas at least 5 times. On every previous occasions the villas have been beautiful. The tables have been laid up lovely with everything matching. We’ve always been put in large villas even though there has only been 2 adults. Plus we’ve been about 30 minutes from DisneyWorld. This holiday was booked for 2020 but due to Covid we had to reschedule to 2022. We went with my son and his fiancé who had saved hard for this once in a lifetime trip (for them) and as they both worked in the NHS and Care Homes sector they desperately needed this break.
We were very disappointed in the standard of villa we received. It was very small, very rundown and needed a lot of work doing to it. The shower head was taped together, there was tape over the frames of the doors and in a hole in the doorframe was a family of lizards living there. The only double bed was small and broken. None of the kitchenware matched and most of it was plastic. There was no door on the toilet in the master bathroom and there was a piece of wood by the door out to the pool area which was sticking up and was a serious trip hazard. Most days it was taking us hour an a half to two hours to get home from the parks because we were so far away. We requested to move but the Virgin rep told us there was no availability as villas were in short supply. This was not our fault and we certainly didn’t receive what we paid for. We are going next year but sorry Virgin we will not be booking with you again.

We had a terrible experience at the hotel and it was nothing like the site virgin 4 stars. It was like a 2 star motel. Complaint process is terrible and they have said what did you expect for an £ 80 per night hotel. (we stayed there for 11 nightsof our hols that cost £6500.
Now trying to say bulk of cost was flights . feel Proper conned

Terrible company - they do not reply to complaints by letter, email or contact forms - take money under false pretences. Avoid,

Neat 2 years down the line, an still awaiting for our deposit back.

Totally disgrace of a company. Good job I didn't pay the full amount of 14k.

Rob dogs

I travelled with virgin holidays back in November 2021 I booked with virgin holidays because they present themselves as a high end travel agent.

How wrong I was to book with them...
I had issues from the very start of my booking experience but becouse I had waited a life time to have opportunity to travel to the USA and finally having to chance I continued to place my faith in Virgin Holidays when I should have gone elsewhere.

The customer care at Virgin holidays is absolutely disgusting,

I will never ever book with Virgin again. Not only can you NOT get hold of them hardly EVER on the limited occasion you do that don’t and won’t help. Never in my life have I experience customer service so bad. I booked a holiday to get an email telling me the price had changed from what I’d booked at, apparently it’s in the small print. So now I either cancel or accept the cost increase. After doing my research I’ll be booking with a trusted person who I will actually answer my calls. Virgin get people in by advertising cheap prices but that isn’t what they give. Beware of virgin holidays.

Due to a family issue had to cancel our booked holiday, I only wanted to rebook another with Virgin and just move the deposit we had already paid. Not interested!!
Wel, their loss will now never use Virgin!!!

I'm staying in a budget hotel whilst on holiday in Orlando. I expected basic but certainly not filthy. On arrival I was greeted in my room with a nappy that was full
Of faeces, the room was full of mould and smelt horrendous. The bathroom was disgusting. I immediately alerted the staff receptionist of this and they weren't even apologetic just said you can have another room. On entering another room in the squalid facility I was greeted with bed bugs and mould again and a squalid bathroom. The entire room
Was filthy, I concluded that this was probably the outcome of all the rooms. I contacted virgin holidays via a WhatsApp and didn't receive a reply for a almost a week when eventually they said they could find me another hotel at a cost of £2000 which is obviously ludicrous, Due to the fact they were not really resolving the issue or addressing the standards at the hotel
I was already in, this wasn't a solution as this was out of my price range as I had already spent money on my holiday accommodation and although the hotel said budget this was a glorified hostel with filthy rooms and filthy facilities, that could cause illnesses and diseases to its customers. All of which Virgin did not care. After repeated messages to the rep back and forth it was clear the only thing virgin acknowledged were the conversation I
Had with them about bed bugs( when this was only
One of the major issues of this establishment. Virgin reps were rude unhelpful and disregarding of my concerns. As a Qualified staff nurse cleanliness is an absolute priority when staying anywhere. Virgin are advertising this hotel as budget but they are failing to address the major problems with this hotel. The main one being you are giving customers a view that the hotel is budget but nothing too advertise or
Display is a true representation of
The filthy squalid hole it really is. You are supposed to
Care about your customers and claim
You want them to
Be satisfied and happy whilst on vacation. Yet this is certainly not what I got. You failed to even respond in a professional way and
Closed down the conversation whilst I was explaining the situation. I will be pursuing
This further and don't want anyone
To stay in
This hotel and have a holiday ruined or
Become unwell if they stay there. This was my first vacation since lockdown having worked relentlessly all the way through it like many other people
From
The NHS, I will
Continue to pursue this matter until
I get a better response from virgin holidays as so
Far you have failed to adhere to
Your own
Policy . I paid for
This holiday having works extremely hard for a well earned holiday and because of
The disrespectful way virgin have ignored the issues, other people
Will be unfortunate if they stay there. You advertising of
This hotel is so far from the truth it's almost laughable. But at the same time
It's an incorrect representation
Of it also.