Holiday complaint : Refund question!

dan19_82

I recently went away with Virgin holidays, and whilst there the hotel was doing off season repairs. Work around the pool everyday including drilling etc, and work in the lobby.

We made an official complaint with Virgin upon returning (with pictures and videos) as we were not informed about this and they said that the hotel said it was limited work and that they thought we were happy, even though we had complained, and had decided that a refund of 15% of the accommodation cost was an adequate apology.

Now here comes the question. Should I be happy? This was our first premium holiday and I expected more, we were not told about it, and Virgin said we could have moved hotels (which we weren't offered), however we were part of a wedding party and couldn't leave the group.
The work was being done in the morning around the pool when the beach had been closed.

I just don't know whether to accept the amount and move on, since I'm not sure if A: I'm entitled to anything, or B: it's morally right to be entitled to more.

Can anyone share their thoughts.

ttoli

dan19_82 wrote: »

I recently went away with Virgin holidays, and whilst there the hotel was doing off season repairs. Work around the pool everyday including drilling etc, and work in the lobby.

We made an official complaint with Virgin upon returning (with pictures and videos) as we were not informed about this and they said that the hotel said it was limited work and that they thought we were happy, even though we had complained, and had decided that a refund of 15% of the accommodation cost was an adequate apology.

Now here comes the question. Should I be happy? This was our first premium holiday and I expected more, we were not told about it, and Virgin said we could have moved hotels (which we weren't offered), however we were part of a wedding party and couldn't leave the group.
The work was being done in the morning around the pool when the beach had been closed.

I just don't know whether to accept the amount and move on, since I'm not sure if A: I'm entitled to anything, or B: it's morally right to be entitled to more.

Can anyone share their thoughts.

Did you complain whilst you were there ? / contact the rep or the UK Duty office?.

lea2012

As the above poster has said did you contact them whilst in resort?

If not then it will be deemed to be that you weren't actually that bothered about it and it wasn't having too much of a detrimental effect on your holiday, otherwise you would have called them and demanded they do something about it.

As you say, you were there with a wedding party. Has anyone else made a complaint? If it was really bad surely you all would have wanted to move?

And what do you mean when you say that the work was carried out by the pool when the beach was closed? I presume it was a private beach, otherwise it couldn't actually be closed.

I think 15% refund would be a reasonable amount considering you didn't ask to move whilst there. (to another hotel that is). It;s unlikely you would get a great deal more if you didn't call them as you didn't give them a chance to rectify it for you there and then.

Westin

I think as ttoli asks, we probably need to know if you raised this whilst you were on holiday to the Virgin rep or via their contact number in the UK or the overseas local office. The operator or hotelier will often expect to have had the opportunity to rectify your dissatisfaction at the time.

Did you mention anything to the hotel reception?

I guess at some point over the year a hotelier has to carry out maintenance work and you mention that this happened during their low season so I guess they were trying to minimise inconvenience, albeit not for you.

Also sometimes hotels will take the opportunity to make repairs and enhancements at the last minute and at short notice. They may not have explained fully to Virgin how much work, noise etc would be happening which is why Virgin have offered compensation to you now.

What does 15% equate to in £'s? I'd probably say anything more than £50 was a fair gesture especially if you didn't report the matter whilst on holidays.

dan19_82

The reason the beach was closed on intermittent days was due to high wind, it was private. This meant the pool was exceptionally busy. This did not stop the workers taking out a jack hammer and breaking up concrete for 6 hours, 50 feet from our sunbed, although this was in the last week of our holiday, however the work was being carried out the whole two weeks (with constant chiselling and workmen gorping at you in the pool)
Including the pools being drained in the morning and being closed for 4 hours whilst they were painted with foul smelling paint on one day. (Why couldn't they do that flood lit in the night)

That said we did moan to reception about it and they said it was essential repairs.
Being a typical english person we took it on the chin, I myself am not one to get my back up about things, and I didn't contact the rep, due to thinking she couldn't do anything about it, and I didn't want to move away from friends. (several of which have also complained and got the gratuitous 15%)

This is why I asked because although I can handle some discomfort and carry on, I technically didn't get what I paid for, but then again it's my fault for accepting it would seem.
I will put my hands up to thinking recording it on video and photo and making the complaint on returning home was the correct procedure.
What I was curious about is whether I should continue to take it on the chin as I was at fault or pursue it further.

I think I shall have to chalk this one up to experience and accept what I have received.

ttoli

The point being that None of you thought it that much of a discomfort to want to contact the Rep / Local agent and demand a change of Hotel which they could well have done quite easily had you contacted them whilst in resort rather than waiting till you returned to the UK, I'd accept the 15% and put it down to experience.

crazycamper

I agree that you should have been informed by Virgin of any building work at or near the hotel but also agree that if you did not make your complaint known to the hotel reception or rep while on holiday, your chances of getting anymore are reduced.

stoneman

Compo culture. Wait till you get home where you then decide that it made a large impact on your holiday. You say because you are British you didn't want to make a fuss, BUT YOU ARE NOW!
I wouldn't offer you anything, take the money and run.