Virgin and abta complaint before departure anyone had sucess??

Emzmom

Hello!

Please be nice i am new and really confused...anyway heres the story i will try and keep it as short as i can!!

I have received an email from Virgin regarding the building works through the reception area bar and eating aeas for our trip, well as i have been planning it for 18months and it was booked in 2017 being told less than 12 weeks before we go on this "holiday of a lifetime" i am so upset and really popped my bubble of excitment i have been offered other accomidation but either doesnt have the breakfast included its a room only in a not very nice hotel with bad review, several offered were actually cheaper than out hotel when we booked... where do i go from here? i cant cancel my holiday everything is booked and nearly paid for nevermind my dd is excited to go there for her birthday...virgin wont offer any compensation or offer my anything that is the same as what we had paid for! Feel like crying i know its only a holiday but weve worked hard and been planning for so long im just so annoyed and upset! 3 weeks ago i contacted Abta to complain as the girl from virgin recommended and i have had 1 email from abta saying they are waiting for virgin to reply, i read the email wrong and called virgin they sent their response on 18th July and i still havent heard anything...do you think i will have any sucess as this is seriously stressing me out and defo took the shine off my holiday!!!

Sorry the post is so long

Thanks in advance

Westin

How much do you feel this work will impact your holiday?

If you are in an all-inclusive beach resort possibility more than if you are going to Orlando and will be at the theme parks all day.

This is not the Enclave Suites by any chance?

What else have you been offered?

Emzmom

Hello

Thanks for your reply, yes it is the Enclave Suites in Orlando they are having a whole new reception including flooring....not exactly idea the food courts will be moved whilst a new one is being made i asked if they would have rough ideas of when the work will start or if i could be moved to a room high up but i was told no!! Im more annoyed at the fact that they sent me this email 3 days after my payment due date and i dont plan on being in the parks all day everyday we will have some rest days and pool days!! Ive looked online to see if anyone else is dealing with the same thing or has in the past i just cant find anything!! Im just not sure what to do or if i stand any chance of sucess with abta regarding this?

Emzmom

Sorry westin these are what i have been offered
Grand Hotel Resort at Celebration staying 14 nights room only in a standard room
Clarion Suites Maingate staying 14 nights with complimentary buffet breakfast for 2 adults (child payable) in a standard room
Legacy Vacations Resort staying 14 nights, self catering
Rosen Inn staying 14 nights, room only in a standard room with two double beds
The worst one is the rosen...not the hotel the offer because i remember that being a lot cheaper than my holiday when i booked.

Westin

The hotel has been undergoing refurbishment for a while. Up to now mainly new rooms.

There is no accommodation in the building where the lobby, food area is. I understand that the Grab and Go breakfast will still be available and you can take in back to your apartment. Alternatively other areas will be made into temporary seating areas if you wish to sit elsewhere. Food facilities remain as before but they may deliver food to your table rather than you stand in an area which they are reflooring. If you look on Google maps you will be able to see lots of other alternative places to eat near by.

I expect you would only really be around the lobby and food court area for a limited time. Most people will be off and out to theme parks by 10am and back late evening. The outdoor pools are not impacted from what I can see.

I guess we all want to go to a hotel that is fresh and up to date. The Hotel will therefore have to do work at times which impacts some guests. I find in the States that they are normally really good at screening off work and minimising disruption. Disney and Universal are constantly under new construction.

Whilst I can understand why you might be slightly annoyed that what you expected may now differ, I think from what I hear it is relatively minor.

What are you hoping Virgin will do for you?

Emzmom

I know it has been having some work but minimal work e.g end of May was being painted as my friend jusy got back again from there and the rooms have been renovated for a while!! I would like Virgin to at least say sorry i havent paid a small forutne for the pleasure of there being substancial work at my hotel if we knew sooner we would have changed our dates, they have given me no information as to whats go on except what i said above and all i asked is for the rough times of the work and to not be far away from it and they could even say they would try. This is meant to be the holiday of a lifetime and its just put a complete dampener on it because i am not sure what to expect (well unless you hadnt put that detailed explanation on)Virgin havent been able to give me a straight answer and that worries me the most!!

cubegame

Emzmom wrote: »

Sorry westin these are what i have been offered
Grand Hotel Resort at Celebration staying 14 nights room only in a standard room
Clarion Suites Maingate staying 14 nights with complimentary buffet breakfast for 2 adults (child payable) in a standard room
Legacy Vacations Resort staying 14 nights, self catering
Rosen Inn staying 14 nights, room only in a standard room with two double beds
The worst one is the rosen...not the hotel the offer because i remember that being a lot cheaper than my holiday when i booked.

To be honest, all the hotels in the area are a bit crap. They are more designed for people who aren't spending time in a hotel.

Also, if you're expecting more than a few microwaved Turkey sausage patties fir breakfast in any Orlando resort hotel you also need to start some expectation management.

The usual caveat applies though. If you'd booked your flight and hotel yourself instead of getting an agent to package it up and charge you more you could probably have cancelled your hotel free of charge and booked another!

Westin

The first three alternatives are Kissimmee and the Rosen (there are a few) are International Drive and one in Lake Buena Vista.

I would think the Clarion Suites might best suit your needs but that is obviously a location change.

The Enclave has a good location with lots of things walkable.

Westin

If you still need assurance about the Enclave why not post on the hotel!!!8217;s Facebook page, or call/email them.

I would have thought Virgin would have been supplied information by the hotel regarding working hours etc. but if that has not been forthcoming then contact the hotel direct for clarification.

Westin

cubegame wrote: »

To be honest, all the hotels in the area are a bit crap. They are more designed for people who aren't spending time in a hotel.

Also, if you're expecting more than a few microwaved Turkey sausage patties fir breakfast in any Orlando resort hotel you also need to start some expectation management.

The usual caveat applies though. If you'd booked your flight and hotel yourself instead of getting an agent to package it up and charge you more you could probably have cancelled your hotel free of charge and booked another!

May be. May be not.

If a non-refundable room rate had been booked the choices would have been staying or loosing your money on the hotel. I feel sure the hotel would not be offering alternative hotels elsewhere.

Emzmom

Thanks i am not on social media but i didnt think to email them to ask for some more details to put my mind at rest! Or so i can at least know what to expect!! Actually i remember looking at the Claron Inn before i booked the Enclaves i will try and have a look and also try and speak to abta tomorrow too see what they advise