Very disappointed and dissatisfied with the results of the holiday provided to me and my family from Virgin Holidays. It was the specific details promised in the Caribbean brochure that made me choose our holiday in Antigua. Specifically with regard to swimming with dolphins and the children's activities.
The opportunity to swim with dolphins was the primary attraction for me and my husband. It was one of the things offered in the brochure which we really wanted to do. Only well after my booking was I found out that the activity wasn't going to be available at the time of our stay as the place is no longer in operation.
Of even more importance, was my priority to find a suitable resort for us to enjoy with our two year old. I chose The Beach Club Hotel specifically because of the kid's club entertainment available for children from 2 to 12 years. Only at our arrival at the Hotel was I was informed that the children have to be potty trained needing no assistance. At no point in the brochure, website or at the time of booking or after was this information given us. All I could do when I found out was to ask for help from Guest Services, from which I requested to arrange a nanny for the two weeks of our stay so that my two year old son could spend some time in the kids club with her extra supervision. I was asked to come back the next day, which I did. At that time I was told that was that they would call me later on. I am still waiting for that phone call. Further, at additional expense I had to use the hotel's provided baby sitting service. This service was unreliable at best as on one occasion the sitter did not show at all forcing me to cancel my pre-booked appointments for that day.
The following day of our arrival I spoke with the virgin representative, to lodge my complaint. She passed my problem to customer service in the UK. The response the following day stated that it was standard in the United Kingdom for a two year old to be potty trained. I would like to know which government agency is responsible for setting such a standard as my preliminary investigation within the National Day Nursery Association has not provided any set standard. Further, my queries to child welfare organizations indicate that only a small minority of children are potty trained by age two and of those the number that can reliably go unattended by an adult is negligible.
Because of this matter my husband and I were very restricted in our use of the facilities which were available. Furthermore, part of the beach for snorkeling was closed for some building works at all times of our stay and the Jacuzzi was demolished of which we were also not advised at the time of our booking.
The amount of problems we faced at this holiday has shocked me. I have an 8 months old baby as well, and before our departure I contacted Guest Services to check the accessibility of blending food. I had an email reply that they have all the facilities and it was not going to be a problem. Well it was a problem when we arrived. Each time I wanted something I was not allowed to speak to the chef directly but had to go through guest services. All I wanted to do was indicate how thick the food needed to be for my son. However, once the message passed via guest services the message was lost and still on our last day the baby's food was not right.
There were other issues as well, but I think that is enough.
Whilst I can understand your dissatisfaction I am a little puzzled by your posting. Are you asking for some advice or just getting it off your chest? The members of HT are always willing to assist if they can, but can only give their own opinions. May I suggest that you download the Safe & Sound booklet - Link at the top - This will be of help you if you are considering taking further action. You could also contact Ros Fernehough who has helped many members of HT
01922 621114
Ros Fernihough will give you free legal Travel Law advice on I'd be tempted to play-down the baby food aspect and to some extent, the 2 year old's child minding - or lack of.
Focus on the area that is clearly the responsibility of the Tour Operator - namely, provision of services as stated in the brochure. Virgin should have informed you of the lack of availability of the Dolphin encounter if this is advertised as being available - however, if you did not pre-book the "encounter" with Virgin before departure you probably have little redress. You should also have been informed of the losure of the beach due to building work. The jacuzzi is probably listed as one of the hotel's facilities and is unavailability is ultimately the responsibility of the T.O. I believe you should be compensated for it's loss - but the amount is likely to be negligible.
I sympathise with you in as much as it's not easy with a two year old and a baby of just 8 months. We visited Orlando many years ago - with a 16 month old and a 3 and a half year old. It was tough, but we had my mum & dad and my aunt and uncle, plus brother and wife to help. I have to add, self-catering in your circumstances would perhaps have proven to be easier for you.
Mike
My family and I went to St.James Club last May, also with Virgin. As you will know, the Beach Club is part of St.James Club. Virgin have the Beach Club exclusively for their customers. The facilties are all however shared.
I can recall the Dolphin swim activities being featured in their brochure when we booked about 10 months before hand. It was offered as an optional excursion that could be booked before going on holiday. Virgin wrote to us about 2/3 months before we travelled to say that the Dolphin swims were no longer available. The third party that ran that excursion had stopped operating. Nothing to do with Virgin, just one of those things. It didn't bother us as we hadn't booked them - but they told us anyway. When the next edition of their Caribbean brochure came out there was no mention of this excursion, so they seemed to have removed it from sale. I don't understand why you were not also informed?
I don't recall a jacuzzi being at either St.James or the Beach Club area. That said I don't recall one being advertised in their brochure either. I have just looked in their current brochure and no mention of that facility.
Could not fault the hotel. As a family we had a great time, both with the hotel and with Virgin Holidays. The kids loved the kids club and cried when it was time to come home.
We went to St.Lucia (St.James Club Morgan Bay) with Virgin in 2004 - had a great time so booked St James Club with Virgin for 2005. We were not disappointed.
As for this year - booked for the Almond Beach Village in Barbados. The kids choice. As soon as we returned from Antigua they picked up the Virgin brochure and chose it. Off there in May!!!
Hi traveller,
Done - thanks MarkJ
Post a Reply
Please sign in or register an account to reply to this post.
Similar Topics
-
Virgin and abta complaint before departure anyone had any sucess??
Posted by Emzmommy99 in Holiday Complaints
- help..........holiday virgin
-
Thomson holiday complaint
Posted by Kaylieanne88 in Holiday Complaints
-
complaint of holiday reps
Posted by swifty1969 in Holiday Complaints
-
Crystal Holiday Complaint
Posted by StuartJohn in Holiday Complaints