Virgin Holidays

Booking ref. 679****

Dear Sir/ Madam

I booked a holiday for my 60th birthday .I searched hotels decided on jamacia .

I called virgin went through the holiday it sounded a really nice hotel, so I went ahead and booked it . I upgraded our room . I was told to join the flying club then I would be able to book Seats online 7 days before, but every time I went to book my seats on the flight it was coming up I had to pay £50 per seat .eventually I called and got my seats booked .

I said I was going away for a special occasion and the hotel were emailed also ,virgin said they would inform the hotel . Well that was pointless as it was not made special at all .

Also I said I wanted a bit of a party feel entertainment again it was a deflation at night .I was told Jamaica would be the place to party and get the Jamaican feel .

When we arrived at the hotel we were quite tired ,we got taken to our room ,and on approaching the room I could smell damp ,we got into the room I just thought maybe it was because the room had not been used and needed airing .

The room looked ok ,but I was expecting luxury .

I was very disappointed as it was not luxury ,I took a shower and the water trickled out there was no pressure also the water was cold . The tap on the sink spun all over the place.

Then I started walking around I thought my daughter would not have even showered in the shower it was old dirty the floor hadnt been cleaned .

The room was nothing like the room ,I had booked ,it had small green tiles on the floor the room I had looked at had large cream tiles . Outside was a chair on the balcony thats was old and worn ,there was also a long lounge that was built in which was tatty and needed painting .

The next day we went to reception to complain .

The manger took on board our complaint and she said at first the paint was the distressed look then I showed her the photos she agreed the room was an old room that needed refurbishing .

She apologised and moved us to another room which was 100% better new rocking chair new decor ,shower that worked beautifully also with a foot shower and hot water.

I then realised the room we got was a downgrade from our room ,so she has done a letter for compensation on the downgrade ,but in the letter she has said 6 days but we were there for 12 days also , I had unpacked clothes in the first room so then had to repack to be moved . I was not very happy as it was eating into our holiday messing up 2 days of our holiday which was very upsetting considering it was for my special Birthday .I was so excited to have a lovely break which unfortunately started badly .

The room we got moved to at 6 am it was like the M25 the noise was dreadful every morning apart from Saturday and Sunday .

So it was not at all relaxing, but I certainly wasnt moving again .

It didnt end there as when it got to seven days before my returning flight , I thought right I must book my seats.

Once again I ended up having the same trouble .

I kept checking everyday but in the end as I couldnt phone to book seats , I decided to book seats online at the of cost £50 per seat .

I feel this is wrong and we should be refunded for this, as it states on your website if you are a member of the flying club you can book free 7 days before your flight .

Also I was not told bulk head seats are smaller my partner is 6 ft 4 and very broad, I am 5.11 medium build we could not move our arms these seat should state they are very small .

I was so uncomfortable I nearly sat on the floor .

This really was not a memorable holiday for me . This was the first time flying virgin and I really was not impressed.

Im so upset by this as was looking forward to having a restful break .

I was sent an email last October 2022 regarding a refund I was owed on a cancelled holiday during the Covid epidemic and how to claim it. The holiday Reference is 614**** and it was cancelled by Virgin holidays.

The amount Im owed is £95.57p.

Since receiving the said email I requested my refund the same day but nothing has been forthcoming. I have since requested this refund several more times but still no refund or any correspondence regarding this.

I am a loyal customer of Virgin holidays with two more holidays booked for this year alone so feel I am being treated very unfairly in this matter.

I would like some sort of response as soon as possible.

Regards Kim Sweeney.