Hotel taken money for package holiday

MetalJack21

Westin said:

MetalJack21 said:

I did call the hotel customer services and all they can see is that this is for room rates. The email i sent to them has yet to recieve a reply.
They are unable to see how it was booked. I am currently waiting on virgin to get back to me on an email but I'm not holding out much hope has they haven't responded to another email I sent to them 2 months ago 

I suspect if the Westin Atlanta Peachtree or Westin Atlanta Airport that Virgin Atlantic Holidays will have used an intermediate bed bank to supply the rooms. 

Did you try the email and contact details that onashoestring kindly posted?

onashoestring said:

Have you tried 0344 472 9646 Option 2 ? 

Or email to : feedback.backhome@virginholidays.com .

or write to :
Customer Care,

Virgin Holidays Ltd.
The VHQ, Fleming Way.Crawley, West Sussex RH10 9DF

It was peachtree.Yeah I emailed over a week ago but no response. The number just asks you to email in. Going round in circles currently.

ellenvan

Don't forget you can maybe get the credit card company involved- mine queried a double payment to a hotel in Rome for me.
Credit card company have more power over accounts departments.

Westin

If only a week ago that your emailed the correct email address - you have to give them time.  In a previous post you referenced an email that you sent two months prior.

MetalJack21

Westin said:

If only a week ago that your emailed the correct email address - you have to give them time.  In a previous post you referenced an email that you sent two months prior.

The 2 months prior email was to virgin for items stolen from our luggage as a group.

Westin

Ok.  If then just a week since you raised the room charge issue then I think you will just need to give Virgin Atlantic Holidays time to investigate and respond.  Don't expect a quick response. Could be 28-35 day timeframe.

MetalJack21

Latest update on this

I have to call up Marrott hotels for a follow up on the case I raised with them

"Hi,

Good day, just wanted to give you a heads up that the request that we submitted on your behalf regarding the disputed amount of $624.39 has been rejected by our controller, the reason why they rejected the request is because you booked it via third party which is the Virgin, however you never provided credit card to cover the room and taxes that's the reason why you got charged. You also need to reach out first to the third party where you book your reservation so that they can assist you regarding your refund for the charged. Thank you for understanding."

No response from virgin or natwest yet

Looks like I wont be getting my money back

Westin

At this point and armed with the information from Marriott I would turn to Virgin Atlantic Holiday’s social media.  Just a brief and polite tweet or FB comment to say - “Stayed at xxxx hotel in xxxx, my credit card has been charged by hotel as they don’t seem to have been paid by you. Raised on xxxx to VHOLS customer services. Still awaiting response”.  I suspect their social media team will then escalate up to c/services.

MetalJack21

Westin said:

At this point and armed with the information from Marriott I would turn to Virgin Atlantic Holiday’s social media.  Just a brief and polite tweet or FB comment to say - “Stayed at xxxx hotel in xxxx, my credit card has been charged by hotel as they don’t seem to have been paid by you. Raised on xxxx to VHOLS customer services. Still awaiting response”.  I suspect their social media team will then escalate up to c/services.

Sadly virgin holidays don't have social media. 😪 

HampshireH

MetalJack21 said:

Westin said:

At this point and armed with the information from Marriott I would turn to Virgin Atlantic Holiday’s social media.  Just a brief and polite tweet or FB comment to say - “Stayed at xxxx hotel in xxxx, my credit card has been charged by hotel as they don’t seem to have been paid by you. Raised on xxxx to VHOLS customer services. Still awaiting response”.  I suspect their social media team will then escalate up to c/services.

Sadly virgin holidays don't have social media. 😪 

They are on the blue F social media they have a page with a blue tick. How responsive they are to posts I don't know. They don't appear to update content as such.

Edit : ignore I see their post says they have their own social media on their own page 

Westin

For Twitter use: https://twitter.com/intent/user?screen_name=VirginAtlantic
For Facebook use: https://www.facebook.com/virginatlantic/ 

These are the social channels and links shown on their website page.