Missold package holiday

Pebbles555

I hope someone will be able to help me.

In essence....tried to book a holiday with Virgin online, request was not processed, it came up with an error code and to ring a number. Rang the number, Sales assistant did not know what to do other than try to book it herself. The price was acceptable, I asked several times if the hotel room was definitely a twin bedded room, she assured me it was. I made the booking and have since discovered the room only has one bed.

After many phone calls, Virgins solution was to request the hotel put in another bed, not much chance of that as the rooms are apparently small.

I only made the booking because it was a twin bedded room, otherwise I would have gone elsewhere. I was advised by the Sales assistant that Virgins database states it is twin bedded, but after she and I checked the hotel website, she admitted their information was incorrect.

Their solution is unaccepable to me and my friend. Can anyone advise upon what my options are? Holiday was booked on 9th Feb2013 , due to travel on 9th March 2013.

Thank you in advance
A very frustrated Virgin customer

cubegame

Which hotel is it?

Pebbles555

Hotel Metro 45 West, 34th Street New York

jpsartre

Checked a random date and a room with two beds is only about $60 more per night. Perhaps you could call the hotel and ask if you could upgrade directly with them?

agrinnall

As Virgin have admitted their information was incorrect I'd say the responsibility to provide what you booked lies firmly with them. I don't think an extra bed is the same thing as a twin bedded room, and clearly from what jpsatre has found the hotel doesn't think so either.

You should continue to press for what you booked through Virgin Customer Services, but also if you use google you can find various ways in which you might be able to contact Richard Branson, or at least someone who may be able to respond for him.

Pebbles555

Thank you jpsartre
I know what you mean, but I'm loathed to have to spend more money for something I thought I had already paid for.

photome

Not sure where you got your info but on the Virgin website relating to the hotel metro it says

Room info

176 rooms on 14 floors in 1 building with 3 lifts. All with air-conditioning, TV, iron and board, and hairdryer. Standard Rooms with 1 double bed, sleeping max 2 adults are compact. For a special occasion we recommend upgrading.

Room Upgrade

Contemporary Twin Rooms with 2 single beds, sleeping max 2 adults. Contemporary Queen Rooms with 1 queen bed, sleeping max 2 adults. Contemporary Deluxe Double Room with 2 double size beds, sleeping max 3 adults or 2 adults and 1 child.

Did you pay an upgrade fee as the standard rooms are indeed one bedded rooms.

Even if Virgin dont sort the misunderstanding before you go I dont think there will be a problem getting a twin bedded room either for a small fee or just by asking nicely (a small tip may be required)

Pebbles555

Thanks photome
Online I tried to book the Contemporary Deluxe Double room, the price was acceptable, but when I ended up booking over the phone, the price shot up, so I in effect downgraded the room with the assurance it had twin beds.