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

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

Holiday was mis-sold after costing a lot of money, with no compensation. I would avoid Virgin Holidays at all costs!

This is the second time in 1 year that I have had a terrible experience with Virgin holidays. I visited the Victoria store and the adviser took my details and found me a holiday, when I check the prices online they where cheaper than Virgin, as the adviser had took the time to look for my holiday I gave them the option of matching the price. They agreed with the price matching and I paid in full. Two hours later the adviser calls to advise that the email she had received from their price matching department didn't authorise the price that the adviser had agreed with me and, that I had to pay an additional £400 towards my holiday. The adviser stated that it was her fault as she didn't scroll down the email that she had received confirming the price that she should charge, that I could pay the additional funds or she would have to cancel the holiday. Obviously I was not going to pay the extra as I could get this holiday cheap from another company. I then advised that I would need these funds back into my account the same day to secure the price with BA and they advised would take 5 days for me to receive my funds back. They are all over you when its time to spend money, but when you want to get a reply back due to an error on their part they take their time in responding. I have since spoken to several holiday companies since, they all advised that if a customer was quoted and charged incorrectly due to an error on their agents part that the holiday company would take the loss. I will not be using Virgin holidays again.

Virgin not care about my holiday overcharged me not bower to talk to me really bad

It feels like virgin are blackmailing us to pay more money. They decided to change our hotel, giving us one that was old and make v a newly refurbed in a noisy place v a quieter resort with less amenities, but as they say the hotel has the same amounted ticks, it's the same hotel? Option 1. Stay at the undesirable hotel 2. Don't go 3 give us more money.... Furious, sad, desperate and unhappy. Virgin gave ruined what should have been our first holiday, (we have been married over 20 years), virgin not bothered.... Stay away from Virgin Holidays.

Phoning around for a trip to the Maldives and after talking to various other tour operators I gave Virgin a try. Other company's were quoting well over 11 k for our honeymoon island which we love and a girl at Virgin quoted me £10600 which I was over the moon about and checked with her twice and she confirmed that was correct and she would send me the email quote straight away. 2 hours later nothing!!!! So I called again next spoke to some girl who was very apologetic and said she would send the quote within 5 minutes. Another 2 hours and no email so called them again and spoke to a different lady and she found my quote and asked if I was a Virgin member......no was my reply.......sorry but your quote was based on being a virgin member with discount added! She said sorry but we can't get anywhere near that price and that it was not her problem that I was quoted wrongly and I couldn't become a member over the phone I had to do it online. Went on the computer tonight and new memberships are not available!! I got a quote from Hayes and Jarvis (who we usually use) and complained to them that Virgin quoted 1000 cheaper than them (after the first call) and the chap at Hayes said the reason Virgin were cheaper was because there customer service was appalling. THEY WERE RIGHT!!! AVOID VIRGIN HOLIDAYS AT ALL COSTS!!!! TERRIBLE CUSTOMER SERVICE AND LIES!!!! Read all the awful reviews.

Booking, abysmal service, Payment details wrong, try booking excursion's on line, direct and via on line chat all to no avail. They simply have not got a clue what they are doing, apart from when they want to take your money and then they are on the ball, after you pay it is all down hill. NO INTEREST!!!!!!!

My husband and I booked with virgin this year as we always do but have found this time that there sales reps at the shops are not as efficient as in recent years.We enquired first about a fly drive holiday doing route 66 Chicago to Santa Monica.They were not as helpful as in recent years noone really got back to us.Went back in to actually book much better service on second visit so felt a bit better.We were told that we would be contacted if the car we chose was not available but noone did.We now have just paid are full deposit early to find out from the airlines not from virgin themselves that are direct flight to Chicago has been changed and that we are now flying to new York with a 4 and a half hour wait then on to delta to continue.We have looked into this and as of first of may there are no direct flights.really disappointed with virgin as are itinerary with them when we log in still says we are direct.we will be contacting virgin about this but felt to warn others before you pay your full amount which only then you discover as virgin seem to be keeping this quiet really upset as we have spent a lot of money and time on our dream getaway.

Went into the virgin holiday shop in Sutton Coldfield to ask about a holiday. I asked for holiday details to be emailed to me and checked that my email was accurate. Three weeks later have not heard anything from them Should I be surprised - not really give the attitude of the person serving me who looked at me as if I had been dragged in off the streets. Shame really because I wanted to experience a Virgin holiday. It wasn't as if they were rushed off their feet. Any way have booked with another agent so tough on virgin. Won't be going to them in the future. I would have liked to give zero stars.

Just found out my Disney hotel in Florida is being rebuilt and the food court is going to be shut at Port Orleans French Quarter - not that Virgin let us know about it or offered to move our room to a hotel with a restaurant. They will only move us if we pay £1400. I do not recommend them and hope your have not already booked and are committed like we are. Renovations are also underway at Dosney Boardwalk and Wilderness lodge. I will never travel with them again as we have been loyal and travelled with them at least five times and that appears to count for nothing.