Virgin Holiday - lies on the phone

debjacka

Hi,


I was looking for some advice. I booked a holiday some time ago with Virgin Holidays. I was given information over the phone from their customer services team about the facilities available at the hotel. This was a one off holiday; we don't normally spend so much but saved up to splash out on what will probably be the last holiday we have as a family as my sons are older. I asked specifically about water sports as the website wasn't specific about which we available. I was told on the phone (after the lady I was speaking to discussed it will a colleague we "had just been" that there was kayaking, surfing, body boarding etc. at the hotel. I was keen to know how difficult it was to book as I had read many trip advisor comments about other hotels and having to be up at 6am to book equipment. I was told that there was more than enough of everything and you went and got what you wanted, used it and then could take it back and get something else.
All of the information I was given was untrue. The water sport at the hotel was volley ball in the pool. There was no kayaking or anything even similar available at the hotel. Being there with two older teenagers this was a very important part of the holiday. Being there for 11 day, my eldest in particular was often bored.
I have spent over a year writing to Virgin. They said they could trace the call, but were trying to trace the wrong number (my mobile), they then said they could trace the call on my land line. I then sent a copy of my phone bill with the exact time and date. They are now telling me they have a new phone system in and do not having call that far back.
Virgin have offered me £200 in compensation, which is a joke.
I have reported this to ABTA but this seems to be of little help in this situation.
Does anyone have any advice of how to proceed. It absolutely disgusts me that they can get away with things like this.
Many thanks,
Debbie

richardw

It appears they may be making things up about the 'lost' phone call recording.

If you are determined, read up about the small claims procedure, but don't make threats, make promises.

cubegame

Why did you not read Tripadvisor comments about the hotel you booked? This would have probably indicated that the hotel had no watersports facilities.

Regardless of this, what actual loss did you suffer? It seems like you chose not to pay extra for watersports locally? With hindsight, if you'd chosen to do this for your children's benefit then the offered £200 compensation (if in the form of cash) would have covered the outlay you would have made on this.

tomtontom

Which hotel was it? Do you have anything to prove what was said on the phone?

photome

tomtontom wrote: »

Which hotel was it? Do you have anything to prove what was said on the phone?

I think that was one of the points of the OP,

She has tried.

OP how much compo do you want

tomtontom

photome wrote: »

I think that was one of the points of the OP,

She has tried.

OP how much compo do you want

I'm asking what evidence she does have, not what she doesn't

MasterPoo

OP Which hotel was it?

Personally I think £200 is plenty for "miss selling" of non-motorised sports, how much would make you happy? Or are you saying you'd want the full/half cost of your total holiday or the cost for your teenage son?

debjacka

It was The Grand Occidental Xcaret. I did read trip advisor reports but they didn't mention much about the watersports. This is why I phoned Virgin to clarify it. I paid an extra £1500 for this hotel compared with a similar hotel near there with a different company (and surfing/kayaking), which also flew from Newcastle instead of having to go down to Gatwick. This is what I've asked for, or 50% off another holiday.
I have no evidence of what was said on the phone. Would the courts have any power to demand that the phone calls are found? I don't believe for one second that they couldn't find them. If they have got a new phone system I wonder if they have strung this out know that the records would be lost on the new system.

debjacka

Regardless of this, what actual loss did you suffer?




As well as the £1500 extra that I paid for the holiday, I ended up paying £200 for on of the trips out and also £60 for internet access to entertain my eldest son.

budgetflyer

Read it. Loss of free water sports.
TBH. £1.5k or 50% is not likely to happen. If you got upped to £300 id suggest taking it.

peachyprice

debjacka wrote: »

It was The Grand Occidental Xcaret. I did read trip advisor reports but they didn't mention much about the watersports. This is why I phoned Virgin to clarify it. I paid an extra £1500 for this hotel compared with a similar hotel near there with a different company (and surfing/kayaking), which also flew from Newcastle instead of having to go down to Gatwick. This is what I've asked for, or 50% off another holiday.
I have no evidence of what was said on the phone. Would the courts have any power to demand that the phone calls are found? I don't believe for one second that they couldn't find them. If they have got a new phone system I wonder if they have strung this out know that the records would be lost on the new system.

Were they advertised in the brochure/internet as being available? What made you ask in the first place?