Here is the script of the email I sent VH today. Holiday from hell.
Dear Virgin Holidays,
I cannot find a section marked "post holiday feedback" or "complaints" so I ask that you forward this email to the appropriate department.
Myself, my wife, 2 year old daughter and 75 year old father booked a week in the Bahamas with Virgin Holidays earlier this year. I booked the whole party into a standard room at the Holiday Inn Sunspree Resort in Paradise Island. Some weeks later I amended the booking by purchasing upgrades from economy to premium economy on Virgin Atlantic.
The total cost of this one week holiday was £4269.32.
When we arrived at the Holiday Inn Sunspree my initial impressions were not good. My expectations of a hotel in the Bahamas is not of one that overlooks a row of rusty freight ships and two concrete road bridges (the brochure photos do not reflect this). On checking in and being allocated room 708 I immediately realised that this room was not an adequate size for 3 adults and a child. I went back to reception and asked about my "Frequent Virgins" room upgrade. "The room you are allocated is the room that goes with your booking" I was told. I then tried my Intercontinental Group platinum frequent stayer card - same response. I then spoke with the duty manager - Mr Leroy Johnson and explained the situation - my 75 year old father was not comfortable sleeping in the same bed as my 2 year old daughter (for safety reasons). He offered me another room adjoining our room 708 - for the sum of $279 per night. I explained that this was totally unacceptable and that I only wanted a bed for my father and that he was already part of the all inclusive party. I eventually haggled my way to a price of $150 per night and was given room 708.
Our stay at the Holiday Inn Sunspree was far from great. The food was bland and of mediocre quality - I didn't expect great things from this hotel as I do know what 3 star all inclusive means however, the location and feel of the place is just not good enough. The brochure pictures do not reflect the reality of this hotel - this was a feeling of many people we spoke to during our time spent there.
The end of our week was upon us quickly and we used the Virgin Holidays "Check in and Chill out" service which we have enjoyed using previously. I filled out the form and stated that we were connection onto BA2956 for Glasgow at LGW. Despite this being clearly marked the bags were only labelled through to Gatwick. I challenged the check in agents and asked them to read the form - they did and re labelled the bags.
Our 1400 transfer turned up at 1440 and we headed to the airport, proceeded through security and awaited boarding. I was then called forward to the desk and asked to return to the ticket desk. I was told that I had to pay a $148 per head "change fee" due to our seat upgrades. I protested that I had already paid Virgin Holidays £1650 for these seat upgrades but the agent was having none of it. I either paid $592 there and then or the 4 of us were in economy. I paid up AGAIN and boarded the aircraft in our previously booked seats in Premium Economy.
We arrived in LGW and transferred to the 0715 BA flight to Glasgow. Our luggage did not follow us.
A very helpful BA representative in Glasgow explained why the bags were not with us - 1) Virgin Holidays had no right to check them through as we were travelling on separate tickets on separate airlines and 2) BA have no agreement with Virgin Atlantic to transfer bags. The bags are now with us at home coutesy of British Airways.
So, to summarise.
I have since checked on your website and note that you no longer accept 3 adults and 1 child in a standard room at this hotel. When was the criteria changed and why was I not informed. You therefore by your actions must clearly accept that 3 adults and 1 child do not fit in a standard and this is why you are no longer accepting bookings such as mine. I believe Virgin Holidays are liable for the additional cost incurred by myself in obtaining acceptable accommodation for the size of my party..
Why, was I forced to pay an additional $592 for upgrades I had already paid Virgin Holidays for? I expect this money to be refunded in full.
Why did your check in agents check bags through to an airline that does not accept them thereby placing even more inconvenience on your customers through incompetence?
To finish...
This holiday was to be a special birthday trip for my recently widowed 75 year old father - I am a loyal customer of the Virgin group, a Frequent Virgin and Virgin Atlantic silver flying club member and I want to remain so but, this is by far and away the worst holiday experience I have ever had.
John Thompson
I am not a happy chappy....[:(!][:(!][:(!]
Dear Virgin Holidays,
I cannot find a section marked "post holiday feedback" or "complaints" so I ask that you forward this email to the appropriate department.
Myself, my wife, 2 year old daughter and 75 year old father booked a week in the Bahamas with Virgin Holidays earlier this year. I booked the whole party into a standard room at the Holiday Inn Sunspree Resort in Paradise Island. Some weeks later I amended the booking by purchasing upgrades from economy to premium economy on Virgin Atlantic.
The total cost of this one week holiday was £4269.32.
When we arrived at the Holiday Inn Sunspree my initial impressions were not good. My expectations of a hotel in the Bahamas is not of one that overlooks a row of rusty freight ships and two concrete road bridges (the brochure photos do not reflect this). On checking in and being allocated room 708 I immediately realised that this room was not an adequate size for 3 adults and a child. I went back to reception and asked about my "Frequent Virgins" room upgrade. "The room you are allocated is the room that goes with your booking" I was told. I then tried my Intercontinental Group platinum frequent stayer card - same response. I then spoke with the duty manager - Mr Leroy Johnson and explained the situation - my 75 year old father was not comfortable sleeping in the same bed as my 2 year old daughter (for safety reasons). He offered me another room adjoining our room 708 - for the sum of $279 per night. I explained that this was totally unacceptable and that I only wanted a bed for my father and that he was already part of the all inclusive party. I eventually haggled my way to a price of $150 per night and was given room 708.
Our stay at the Holiday Inn Sunspree was far from great. The food was bland and of mediocre quality - I didn't expect great things from this hotel as I do know what 3 star all inclusive means however, the location and feel of the place is just not good enough. The brochure pictures do not reflect the reality of this hotel - this was a feeling of many people we spoke to during our time spent there.
The end of our week was upon us quickly and we used the Virgin Holidays "Check in and Chill out" service which we have enjoyed using previously. I filled out the form and stated that we were connection onto BA2956 for Glasgow at LGW. Despite this being clearly marked the bags were only labelled through to Gatwick. I challenged the check in agents and asked them to read the form - they did and re labelled the bags.
Our 1400 transfer turned up at 1440 and we headed to the airport, proceeded through security and awaited boarding. I was then called forward to the desk and asked to return to the ticket desk. I was told that I had to pay a $148 per head "change fee" due to our seat upgrades. I protested that I had already paid Virgin Holidays £1650 for these seat upgrades but the agent was having none of it. I either paid $592 there and then or the 4 of us were in economy. I paid up AGAIN and boarded the aircraft in our previously booked seats in Premium Economy.
We arrived in LGW and transferred to the 0715 BA flight to Glasgow. Our luggage did not follow us.
A very helpful BA representative in Glasgow explained why the bags were not with us - 1) Virgin Holidays had no right to check them through as we were travelling on separate tickets on separate airlines and 2) BA have no agreement with Virgin Atlantic to transfer bags. The bags are now with us at home coutesy of British Airways.
So, to summarise.
I have since checked on your website and note that you no longer accept 3 adults and 1 child in a standard room at this hotel. When was the criteria changed and why was I not informed. You therefore by your actions must clearly accept that 3 adults and 1 child do not fit in a standard and this is why you are no longer accepting bookings such as mine. I believe Virgin Holidays are liable for the additional cost incurred by myself in obtaining acceptable accommodation for the size of my party..
Why, was I forced to pay an additional $592 for upgrades I had already paid Virgin Holidays for? I expect this money to be refunded in full.
Why did your check in agents check bags through to an airline that does not accept them thereby placing even more inconvenience on your customers through incompetence?
To finish...
This holiday was to be a special birthday trip for my recently widowed 75 year old father - I am a loyal customer of the Virgin group, a Frequent Virgin and Virgin Atlantic silver flying club member and I want to remain so but, this is by far and away the worst holiday experience I have ever had.
John Thompson
I am not a happy chappy....[:(!][:(!][:(!]
[y]"
