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Virgin has cocked up our cruise booking

After booking a cruise for our 30th anniversary, we find that the cabin we have been allocated by the cruise line (RCI) is not the one we agreed at the time of booking with Virgin. We do have the confirmation from Virgin that clearly states a particular cabin number. This cabin is now apparently booked out to someone else and we have been put in one of the same grade but it's 3 doors down from the bar! Handy, but I do like my sleep too.

This is definitely not one we would have chosen and probably wouldn't have booked on that basis. They tell us nothing else of same grade is left. I have asked whether they could do a deal on an upgrade under the circumstances. I wouldn't have minded paying a little more. They can offer better cabin but no deals. We would have to pay the difference - some £600+ and we cannot afford this.

They have also said that if we cancel, we're liable for cancellation fees. I am waiting for someone more senior to call me back (sometime in the next 48 hours) but would appreciate any advice about my legal rights, or suggestions about how I might resolve this.

Thanks

Comments

  • hollydays
    hollydays Posts: 19,812 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    But even if technically its near the bar,it is the same specification of room that you ordered?
  • I will bet the terms etc stated specific rooms couldnt be guarenteed and all they would do is try to accomodate your choice

    Either pay the £600, cancel with fees or get !!!!ed a lot, you wont have any other options.
  • swinstan
    swinstan Posts: 125 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    But surely if you booked a hotel room and were guaranteed the specific room you wanted and found when you got there they'd shifted you into one off the bar, that wouldn't be right. Is this so different?

    BTW - no such statement in T&C. I have checked.
  • hollydays
    hollydays Posts: 19,812 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    So you specified you wanted a certain room number?
    Or they allocated you a certain room,and you then decided you wanted that one and no other?
  • swinstan
    swinstan Posts: 125 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    They offered us a range of cabins at the time of booking and we slected this one. If we hadn't been able to get one in a quiet area, e.g. away from bars/stairs/not under the theatre, we probably wouldn't have booked.
  • Alias_Omega
    Alias_Omega Posts: 7,917 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    I can understand why you are unhappy.

    Noise pollution isnt very nice if your trying to relax / early night. Nothing worse than laying in bed listening to a live band that you have seen 2x that week, or listening to the class of glass bottles being thrown into the bin.

    On the bar front, usually they have doors between the cabin areas & the public areas, so you could probably get away with this, but under the music hall is a no go.

    I would ring them back, accept the 3 doors from the bar area and get them to throw something in for compensation for it.

    I know the walls are kinda thin, but you could run with it, and complain again afterwards / or when you are there.
  • swinstan wrote: »
    They offered us a range of cabins at the time of booking and we slected this one. If we hadn't been able to get one in a quiet area, e.g. away from bars/stairs/not under the theatre, we probably wouldn't have booked.

    Was the booking made online or at shop?
  • Hailz86
    Hailz86 Posts: 340 Forumite
    I can understand why you are unhappy.

    Noise pollution isnt very nice if your trying to relax / early night. Nothing worse than laying in bed listening to a live band that you have seen 2x that week, or listening to the class of glass bottles being thrown into the bin.

    On the bar front, usually they have doors between the cabin areas & the public areas, so you could probably get away with this, but under the music hall is a no go.

    I would ring them back, accept the 3 doors from the bar area and get them to throw something in for compensation for it.

    I know the walls are kinda thin, but you could run with it, and complain again afterwards / or when you are there.

    I think this could be a good plan xx
    2012 Wins - Danepak Fridge Magnet, £20 Just Eat Voucher, iTunes Song Download, Yellow Toaster and Kettle, Thorntons Bunny, 6 Months Gym Membership, £250 Multipower Products, 3 X Dalepak Vouchers, 10 minute sunbed session, Lucozade Sport, 2 X BMI Flights, Android Zeemote,
  • dmg24
    dmg24 Posts: 33,925 Forumite
    swinstan wrote: »
    But surely if you booked a hotel room and were guaranteed the specific room you wanted and found when you got there they'd shifted you into one off the bar, that wouldn't be right. Is this so different?

    BTW - no such statement in T&C. I have checked.

    If nothing in the terms and conditions then I imagine they would see the room allocation as a request, and not a guarantee. With regard to hotel rooms, unless you are booking a suite, I am not aware of any hotels that will actually guarantee a particular room number.
    Gone ... or have I?
  • Optimist
    Optimist Posts: 4,556 Forumite
    Part of the Furniture
    I would be very surprised if there was nothing in the T&Cs to cover. Usually it says something to the effect that they reserve the right to make changes or correct errors before or after confirmation of the booking.

    Holiday companies also have levels of change major changes or minor changes. For a major change i.e. different departure date/port you would be able to cancel and or they give some form of compensation. In this case they have given you a alternate cabin at the same grade and this is in no way a major change.

    The RCI ships are big and quite well insulated so I really wouldn't let it upset your cruise at this point. If in the unlikely event you do find it very noisy owing to the bar I suggest complaining on board.
    "The whole problem with the world is that fools and fanatics are always so certain of themselves, but wiser people so full of doubts."

    Bertrand Russell. British author, mathematician, & philosopher (1872 - 1970)
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