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Virgin Misold Holiday


dt1234565
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Thank you for reading I would approximate any advice.

 

We have written to Virgin who are investigating under 28 day rule.

 

We paid by credit card.

 

We specifically chose this holiday as the website described ALL rooms as interconnecting. We requested interconnecting rooms at the time of booking and were told "no problem all rooms are interconnecting", we also emailed the hotel ahead of our stay. Upon arrival we were given rooms 419 and 421 not only not connecting but one room apart.

 

This lead to a very stressful holiday. Our children are 8,7 3 and 16 months so far too young to be left unattended meaning we had to run between rooms split up for sleeping and generally be mega stressed at night time making sure the kids always had an adult with them.

 

We asked at reception everyday for rooms together but were told there was no availability. After a week we contacted Barbados rep and three days later we offered two extremely small interconnecting rooms. By now we only had 4 days left and many clients had complained about these small rooms and been moved to larger rooms we declined this tiny option.

 

We were told by another family they had been put in rooms 420 and 422 and had complained and been moved immediately this was the first Monday after our arrival so we could of have been moved then.

 

We spoke to the Barbados rep who fully agreed the incorrect website details were indeed a case of misselling on their part. The hotel advised us there are 20 interconnecting rooms not all connecting rooms and therefore the product was not as described. If we had not been misled by the website we would not of booked this resort. The hotel have since updated there website.

 

The day before our departure we had a meeting with the Virgin Barbados Management team who said nothing and the Hotel General Manager who offered us three nights free accomodation which we declined as this goes nowhere near compensating us for being apart for two weeks on a midsold stressful expensive holiday.

 

As we left the hotel The General Manager advised he would work fully with Virgin Holidays to heavily compensate us for a miserable two weeks, Virgin Holidays are yet to extend the same courtesy.

 

We also requested a sky cot at the time of booking for our youngest daughter. This was honoured on our outward journey, however we were refused this on our inbound journey leading to even more stress on our night-flight home.

Edited by dt1234565
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Hi

 

I have a reply. They say they have provided the correct room types and say about the hotel offering us a complimentary three night stay which was already offered before our complaint. They also point out we were offered a room upgrade. Yes after 10 nights!!!

 

They say that how the hotel advertise their rooms has nothing to do with them.

 

I have replied saying under regulation 15 my contract is with them and no the hotel and it is for them to check correct hotel information.

 

NO compensation offered by Virgin. :que

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