Virgin Atlantic Holidays Avis 

Beware when booking with Virgin Holidays to the USA to find out how much incidental hold the Hotel will demand on top of what you already paid -

The Virgin Hotel in Las Vegas demand $100 per night -so in a week that’s $700 of dead money that could take 30 days to get back if and when it’s released if all is well.

Response to Virgin Holidays -

I already complained directly to you before I posted on here but sadly did not receive a satisfactory response, you actually defended The Virgin Hotel Las Vegas.

I actually heard from Virgin Holidays USA local representative who made matters worse was just rude and objectionable.

The Hotel need to make sure that everything in the room works before they dare to ask for $100 hold per night.

The hold and how I was treated definitely spoilt my holiday.

Virgin Holidays need to liaise with The Virgin Hotel Las Vegas and sort out the $100 per night hold.

As if staying 14 days ($1400) or this hotel is impossible to really stay at and the manager on duty told me if I didn’t pay thr $100 per night which they actually charge to Credit/Debit Card and need to refund on check out -THAT I couldn’t stay at the hotel which of course was very distressing.

Had time to reflect on the holiday and can now be very clear part of the holiday were excellent but sadly the villa we were allocated was nothing short of a hovel. The first 4 days of the holiday were ruined as we had only one working toilet out of 3 and neither the front or rear door would lock. This meant for first four days we had to carry our valuables with us. Tropical escapes who were the agents were useless and for three days ignored our calls for help . When we turned to Virgin they visited the property and agreed we should not have been allocated a villa in this condition. The following day they managed to move us. When we asked for compensation we could not agree an amount at which point the level of service dropped through the floor. It took six requests to receive their complaints process and how to escalate the complaint.
I have sent the details to ABTA and will keep you up to date . If you are offered a six bedroom villa on paradise palms be very careful as virgin will not confirm they have stopped renting this hovel.

I was in the USA on a virgin holiday when I suffered a medical emergency and ended up in hospital, as I was travelling the next day I called Virgin who said they would not allow me to travel and forced me to pay £812 to fly the next day. Even after paying they made me keep messaging them and would not give me flight clearance, even though I told them I was ill, needed rest and then needed to return for my young daughter. After hours on the phone I decided to go to the airport and chance it, a check in attendant asked me a couple of questions and was fine so all this stress, when ill, for nothing. The biggest gripe is not just the time but forcing me to pay £812 in the fear of not being able to return home. I message Virgin a week ago and have been chasing them and they haven’t even acknowledged my email. All I’m asking for is a reply and resolution. Absolutely shocking service.

Just as an update… 04/06/2026, only an automated response saying I’ve contacted the wrong team. Can someone just deal with this?!?!

Racheal and Natasha at the Meadowhall store have been super helpful with my holiday to Florida. Nothing was room much trouble for them!!

The store in Next at Giltbrook is the best and so helpful and welcoming. I will be back again. They go above and beyond to help.

Had a recent appointment at the Merry Hill store and Jamal was nothing short of fantastic. We recently returned from a trip to Disney and Universal in Orlando which he assisted us with so I ensured we dealt with him for our honeymoon next year. He was patient, kind and looked at every detail to help us find a perfect multi centre trip that ticked all our boxes and fit within our budget. He went above and beyond to support us with extra tips for our holiday and quoted us on lots of different resorts to help us find our perfect destination. I would highly recommend Jamal for booking your next holiday as he is knowledgeable and listens to you, your wants and needs. Thank you so much you are a superstar 🤩

My son and I try to book a holiday with Virgin Atlantic in Cardiff for our Holiday to go to Walt Disney world in January . At start the lady was nice with use asking every question and then we asked nicely to go for 5 nights and then lady got very rude, aggressive towards us because lady wanted us to go for 7 nights instead. We both agreed to leave the shop fast because it did upset .

Jamal greaves at merry hill store made our holiday booking an absolute joy to sort it ,he is a star 🤩every query and question i have asked he has answered ,he is an asset to virgin holidays ,i would be happy to take him on holiday with me 😁😁😁😁

What was meant to be a once-in-a-lifetime family holiday to Orlando has turned into one of the most disappointing travel experiences we have ever had.

We booked and paid approximately £14,000 for what Virgin Holidays advertised and sold as a luxury family holiday. Unfortunately, from the moment we arrived, it became clear that the accommodation provided was not the accommodation we had booked, and the overall experience has fallen dramatically short of the standards promised.

The most frustrating aspect is that Virgin Holidays appear unable or unwilling to address the central issue: we did not receive the villa we booked. Instead, we were placed in a different property in a different area of the resort, surrounded by much larger groups, resulting in repeated disruption and antisocial behaviour that is completely unsuitable for a young family holiday.

Throughout our stay we experienced:

• Loud music, pool parties and excessive noise continuing well beyond the resort’s stated curfew.
• Multiple complaints to security, including having to call at 10:40pm after our young son was woken by loud music.
• Vehicles racing around the resort roads.
• E-bikes travelling at speed around pedestrian areas.
• A rear patio door that did not lock correctly.
• Non-functioning air conditioning in the games room.
• Damaged and poorly maintained games equipment.
• Poor standards of cleanliness and maintenance.
• Damage to the pool screening which I temporarily repaired myself to protect my family.
• Wildlife entering the pool area through gaps in the screening, including having to remove a snake.

What has made matters worse is the customer service. Communication from the local Virgin representative has been virtually non-existent, and responses from customer services have focused on auditing the condition of a villa we never booked in the first place rather than addressing the fact that we were not provided with the accommodation we paid for.

To add insult to injury, after specifically instructing that no maintenance work should take place until we had provided a list of issues, we returned from a day out to find contractors inside the villa replacing items without permission. When challenged, they expected to continue working while we fed our children and put them to bed.

This holiday was funded using money left to me by my late mother and was intended to create special family memories. Sadly, the memories Virgin Holidays have created are of frustration, disappointment and stress.

We are currently pursuing a formal complaint seeking a full refund, reimbursement of additional hotel costs incurred, and compensation for the significant loss of enjoyment caused by Virgin Holidays’ failure to provide the holiday that was sold to us.

Based on our experience, I would strongly advise anyone considering booking through Virgin Holidays to carefully review exactly what is being provided and to be prepared for a lengthy battle if things go wrong.

A very expensive lesson and a hugely disappointing experience.

This is the second year running that we’ve used Virgin Travel in the Morfa store in Swansea, and once again the service has been absolutely first class.

Last year we received outstanding service from Gemma, and this year was no exception. Communication throughout was perfect, with emails answered incredibly quickly, and nothing was ever too much trouble.

We also visited the Swansea store in person and dealt with Caitlin, who gave us truly exceptional service from start to finish. Friendly, professional, knowledgeable, and genuinely helpful throughout the whole process. Shout out to Leanne too who was fabulous and a wealth of knowledge.

We are absolutely delighted with everything and can’t wait for our holiday to Florida.

A huge thank you to the whole team — customer service exactly as it should be!

From the outset, Miriam was so helpful and her knowledge and experience of the holidays helped enormously. Thank you Miriam, I had a good experience, dealing with Virgin Atlantic Holidays.

Just back from 2 weeks in USA. Flew with Virgin and also booked Hert rental car with them. All good. Helpful staff on the phone too when checking book in etc. Very attentive cabin crew and all seemed happy.

I went in to the Chelmsford branch on the 18th of May and was immediately helped by Katie, she found the cheapest and best flights for me and took time understanding my needs, I sent lots of follow up email requests and questions and these were answered immediately. I did lots of research myself to try and get a cheaper price but I couldn’t get anywhere near where what had been quoted! I went back in today and Emily helped me through the actual booking, everything was ready to go thanks to Katie. The booking process was simple and slick!! There was no hard sell, no trying to upsell - just 2 amazing enthusiastic Virgin holiday advisors wanting to make my holiday dreams come true! Thank you so much. 😊

The professionalism and dedication to high quality customer service was exemplary. Many thanks Heather!

Booked holiday to Vegas. No issues with flight there. On the way back we specifically paid extra to upgrade to Premium expecting an elevated onboard experience, however the service fell significantly below the standard advertised and expected.

Issues included:

- Welcome drinks service was poorly handled and sparkling wine had already run out
- Cabin crew were noticeably rude and dismissive, including eye-rolling and unpleasant facial expressions when basic requests were made
- When requesting water, we were given only half a cup in a dismissive manner
- On a half-empty flight, breakfast options had already run out, with no English breakfast available and only a cold salmon bagel or granola offered
- Cabin service standards were poor throughout, including rubbish not being collected during the flight

Overall, there was nothing “Premium” about this experience, and it did not reflect the level of service we paid extra to receive. In fact our economy flight was far better.
Given that we paid specifically for an upgraded Premium experience that was clearly not delivered we’ve complained to Virgin but they didn’t see the problem with our experience and offered pathetic amount of travel points.

Safe to say i wont be rushing to fly with them again.

Booked a package holiday to Jamaica by calling Virgin Holidays directly, as the website would not allow me to book part of our group in Upper Class. The sales representative arranged the booking for us over the phone.
However, upon arrival at the airport in Jamaica, we discovered there was no transfer waiting for us. After around half an hour of confusion and having to prove the transfer booking using our documentation, transport was eventually arranged to the hotel.
When we arrived, we then found that our party had been split across two separate neighbouring hotels within the same chain, but with no reciprocal access between them. (IBEROSTAR Rose Hall Suites and IBEROSTAR Rose Hall Waves). This meant our parents were unable to visit us and spend time with their grandchildren in our hotel. We had specifically booked this as a family holiday, so after receiving no resolution from Virgin via. Whatsapp conversation, and also no response from the sales rep who had booked us, we ended up paying ourselves to move them into our hotel.
I would like to add that the airport staff and Virgin Atlantic flight crew were excellent throughout. However, this situation appears to have resulted from an error made by the sales representative, and I would still have expected Virgin to provide some form of resolution or compensation for the inconvenience and additional cost caused by their mistake.

Very warm welcome, really knowledgeable explaining all our questions

Amazing experience from initial enquiries to booking to the actual holiday itself. Will always book our WDW trips with Virgin. Thank you for the perfect holiday!

Extremely patient extremely helpful explained everything to me. Couldn’t help me enough.

Easy to book with, Shane is very knowledgeable and made it easy.

Has helped with all aspects of things after we had booked too.