Newest Review: ... to say the least and immediately put a downer on the holiday. I immediately contacted your representative at the resort, and after so... more
Member Name: mynameisrui
Advantages: Great customer service, everything went as it should have!
We flew to Los Angeles and Las Vegas with Virgin Holidays a while ago and, in contrast to a lot of other reviews, found the whole service to be excellent.
It all started when we went to see one of their representatives in the local department store. The lady we spoke to was very nice and talked us through all the different options available in terms of locations and flights. We went away with a good quote but wanted to do a bit of research about the hotels so we took her email address and telephone number.
Once we got home we looked at the booking and reviews of the hotel and weren't completely happy with them so called her up the next day and made a few changes here and there until we got a quote we were happy with. The Virgin rep also mentioned to us what the date was that the peak season finished and if we went after that date the cost would be a lot less.
After a bit of communication and negotiating, we finally agreed on a price and booked our holiday and were told when to expect the documents and tickets and other related items.
Sure enough, we received everything when we were supposed to and there were no problems.
Once the holiday came around things couldn't have gone more smoothly, there were no problems checking in at the airport and everything was exactly as arranged.
Once we landed in LA, we were even greeted by a Virgin rep who was very polite and welcomed us to LA and gave us a few details about local tips as well as a list of possible excursions and her telephone number in case there were any problems.
We had hired a car as part of our holiday and this was absolutely fine. They were able to find our booking without a problem. The only issue we had here was that after a long flight and waiting in the queue for the car for about an hour, we were quite tired and didn't realise that the car company automatically added like a breakdown cover of $5 per day which we only realised when we got back to the UK and were presented with a bill showing these additional charges. However, this was not Virgin's fault.
Once we got to the hotel there were again no problems. Our booking was found and we were checked in very quickly. During our stay in LA we were even called by the Virgin rep to check that everything went ok and if there was anything they could do for us.
The second part of our holiday was in Las Vegas and after driving over there we, again, found that there were no problems with our reservation at the hotel and within half an hour of being in our room we got a phone call from the Virgin rep in Las Vegas to invite us to a welcome session at Planet Hollywood the next day.
We went to this session which consisted of us getting a free breakfast while the rep welcomed us and told us about the different parts of Vegas and offered us any excursions we may want. In the end we decided on getting a helicopter ride over the Grand Canyon and this was all booked very easily and we were told about the pick up times and given information about the excursion which ended up going perfectly (other than my fear of heights which I had to quickly get over!!)
As I said earlier, once we returned to the UK we were presented with a larger than expected bill for the car rental so called Virgin who chased up the booking and explained what each of the charges were.
Overall, we couldn't have been happier with the service received. Everyone was very nice and everything was organised as it should have been. I would definitely recommend it!
Summary: Would definately recommend
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