Virgin Holidays - www.virginholidays.co.uk

Booked flight and Villa through in-store Virgin holidays agency. The staff were friendly and helpful. The flight was exceptional, the crew were wonderful, excellent service. Brilliant start.

It ended there………..

The allocated Villa was more than stated 25 minutes from Disney and, in my opinion, disgusting, so bad we did not stay there. Virgin Orlando and Homebeds (rental company used by Virgin) were extremely unhelpful and, I felt, dismissive.

We sourced and spent two nights in hotels. As we had no real assistance from Virgin, we sourced a beautiful Villa through AirBeds. However; Virgin did refund the money paid for their Villa and for the two nights spent in hotels.

Due to travel tomorrow and my wife has tested positive with Covid, was told have to forfeit entire cost of holiday and no refund, have booked to go same place in a few week but now booked a Virgin Atlantic flight and hotel through booking.com, not impressed with Virgin Holidays.

Would give these clowns zero stars if I could.

My Fiancée & I booked a 2 destination holiday to Florida September 2022. We made it clear at the time of booking we were looking for an adults only type of holiday.

Upon arrival at the first destination in Kissemmee we found it to be a sprawling timeshare complex only suited to families. We were subjected to continual sales pressure for the timeshare & the resort was definitely not what we requested. At no time during the booking process did Virgin make any reference to this being a timeshare resort. Had they done so we would never have booked it.

3 days after arrival Hurrican Ian hit, which whilst out of Virgin's control, their response was appalling.

We were due to travel from Kissemmee to Clearwater a few days after the hurricane passed. Calling the Clearwater Hotel directly we knew it was fully open but found out Virgin had cancelled our booking & after many calls & emails to Virgin they stuck us in a far inferior hotel in the middle of Orlando.

Eventually we had to make our own travel & hotel arrangements in Clearwater at considerable expense.

Virgin have totally failed to acknowledge their errors, or reimburse us for all the out of pocket expense we incurred fixing their problems.

It's clear once they have your cash they don't give a damn about your holiday.

I would advise anyone reading this to stay well clear of this company.

My friend and I recently returned from holiday at the Royalton Antigua, which we booked via Virgin Holidays. When booking we deliberately chose a 5 star resort, however unfortunately we were not happy with a number of things, which we contacted Virgin Holidays about whilst we were away. Despite assurances that our concerns would be addressed, nothing was done whilst we were away. This is, despite us raising a long list of issues and concerns such as poor quality food and drinks (so bad that we had to pay to eat out on several occasions), health & safety standards (incl. the fire alarm going off in the middle of the night and no staff being around once we evacuated), cleanliness in public areas, inconsistent housekeeping, rude and unresponsive staff etc etc.

When we got home, I contact the customer care team and the office of the executive but have received a less than satisfactory response. It appears that Virgin Holidays refuses to take accountability for our sub-par holiday experience, despite theirs being the 'trusted' name we booked through. Safe to say, I will not be booking with them again.

Virgin Holidays at Next, Marsh Mills, Plymouth

Very disappointed. Booked our honeymoon through Virgin, including travel insurance and parking. Everything with Virgin, we thought "at least it will only be 1 company we deal with if something goes wrong".

Around 1 month before travel we are informed our flight has been cancelled due to covid, and our options are credit voucher or a different flight several days later.

The later flight would cause me to miss my sisters wedding. So after visiting the branch & having multiple back & forths with the team regarding the extra legroom seat requirements (I am over 6ft & cannot sit in standard legroom on a 8+hr flight), now flying 2 days earlier after the confirmation the required seats were available. Having flights available 2 days before and 2 days after the original flight also shows that they lied about covid being the reason for the flight cancellation.

Asked for help towards changes with travel insurance and parking charges. Despite all being booked through virgin, they have said no, so I am stuck paying triple the carpark charge and am still unsure about the insurance.

AVOID THIS PACKAGE COMAPNY. They are very happy to take your money, but you will have a lot of issues and minimal help if something goes wrong.

I won’t use expletives, and will try to keep it as short as possible.

You are sold a Bentley and end up with a Fiat panda. I wouldn’t recommend this holiday to an enemy. believe me don’t waste money on these...

On a positive not the flight home wasn’t bad.

AVOID AVOID AVOID terrible service terrible villias if you experience a problem they will not care or help

We visited kho a lak merlin resort in August 2017' we are a family of 4 and I have to say that it was the best holiday we have ever had, the staff were amazing especially the lady who cleaned our room on a daily basis, the resort hotel was superb, the pools amazing and the beach and sea was stunning, the food was great and the trips we did were good in all I would recommend this hotel to any family. 

Our Florida 4 bed villa doesn't match the Virgin website description, very small with the cheapest decor and furnishings. Supposed to be able accommodate up to 10 (we paid for the upgrade) but at best even with the 4 bedrooms you would not want more than 4/5 people in the villa. Small bedrooms and and beds and the living area is like a studio flat, not what you expect from a Florida villa, we were hoping to entertain at the villa but not possible because of the size, also the place is soulless and no one wants to spend any time there!

We alerted customer service on the night we arrived, they responded via email the following day saying the villa met their standards, we asked to escalate the complaint and 48 hours laster had heard nothing....:::getting the feeling they don't really care!

customer service need retraining . once they have your money they don't what to know . They are rude and lie to you and really don't care .one star is one too many if i could have given none i would