Virgin Vacations Incorporated

I attempted to book travel with this company and had issues with both their ability to book the hotel reservation I requested and their ability to refund my money when they were unable to accommodate my travel requests It took many calls to the company to rectify the issues, and I eventually booked the same flight and BETTER hotels myself cheaper than the travel company (who is actually Gate Travel) couldWould not use for any travel needs in the future

If it does not go as planned they drop you like a hot rock! No hope of satisfactionRun don't walk away from this one

Re: Virgin Vacations Reservation #*** /***Thank you for your request for information in regard to the above referenced claim.Virgin Vacations does not typically contract rooms for quad occupancy on our escorted toursFor this reason, our clients were unable to make a reservation
for that room categoryUpon review, it appears that due to a system anomaly, a reservation was accepted by the tour provider for another customer for a quad roomSince this tour departure fell during the holiday peak season, it was not possible to amend the booked accommodations (with the exception of the final evening), as the hotels were at full capacity at the time that this situation became known during the tour.When *** *** contacted us on January 2, upon returning from Costa Rica, we immediately reached out to the hotels and were unable to secure any refunds for the second room which he indicated was not used*** *** did receive keys for two rooms booked and confirmed on his behalf. However, we do recognize that another customer was able to secure quad accommodations and therefore, as a gesture of goodwill, we will offer a refund of $per night for nights for a total refund of $

I attempted to book travel with this company and had issues with both their ability to book the hotel reservation I requested and their ability to refund my money when they were unable to accommodate my travel requests. It took many calls to the company to rectify the issues, and I eventually booked the same flight and BETTER hotels myself cheaper than the travel company (who is actually Gate 1 Travel) could. Would not use for any travel needs in the future.

Thank you for your request for information in regard to the above referenced claim. It is certainly unfortunate that Ms. [redacted] was unable to travel. As we never want clients to experience this type of eventwe work hard to stress the importance of having the proper documentation for travel....

This information is included on theirpassenger agreement sent on the day of booking, March 21, 2017. It requires acknowledgement that, “I understand that itis my responsibility to obtain the correct travel documentation (passport, visa,identification) for the destination(s) to bevisited. I understand that passports are required to be valid for at least 6 months beyond my travel dates.” This was completedon March 23, 2017. In addition to having this information on our website we also include reminders several times prior to thedeparture via email to the lead contact. Regrettably, due to the last minute nature of their cancellation, we are unable to offer any refunds.

Review: They booked our London hotel reservation under my husband's middle name instead of his last name and there was no record of our reservation. Luckily I always confirm before I leave for a trip and found this out several days before. When I called Virgin to tell them about the problem, the Virgin [redacted] representative sounded like she didn't care one bit and said that all I would need is the booking #. I asked her for the reservation number which the hotel said I needed but was told Virgin does not give out the reservation # and that the name on the reservation didn't matter. This was the opposite of that I was told by the hotel. The hotel in London was nearly impossible to contact (in part because they listed the wrong phone #), and it took me several days of nonstop calling, but I was able to fix the reservation issue despite the complete lack of help from Virgin Vacations. I got the same 'I don't care attitude when I called to tell them the hotel # was wrong. The reply I received was "well, what do you want us to do?" In addition we requested special meals on our flight and whoever did that sent the request to the wrong airline and there was no record of the meals at the airport. Again I found this out beforehand and was able to get food for the flight (at my expense). They offered us a $100 credit on our next trip after they read my compliant on a different site. I told them if they really wanted to prove they're trying to fix it they would just give us the $100 refund, but they refused to do so.Desired Settlement: I don't need the credit. I'm not using this company again. I want the $100 as a refund.

Business

Response:

Dear [redacted],

Thank you for your request for Information In regard to the above-referenced claim.

Upon review, I see that we did respond to **. [redacted], answered her points and offered our goodwill credit gesture of $50 per person, as she has stated,

However as our only wish Is to provide full customer satisfaction to all of our clients, we agree In this case to change our offer of compensation to $100.00 cash refund, By copy of this message to the appropriate department I ask that the refund be processed directly.

I trust this will serve to fully settle this account. Please advise should you or **. [redacted] have any additional comments or questions.

Respectfully,