Advice please

[Mrs Doubtfire]

We fly out with Virgin Holidays on the 9th December - today they dropped a bombshell through the post - saying that our villa accomodation at Windsor Hills is not available and they have moved us to Windsor Palms.

The customer service centre were no use - said our 'hotel' might be having repairs and they would look at alternative options but we would have to pay.

It might not seem much to some - but we picked WH as it is a newer resort (definitely newer than WP), we like it and felt comfortable going there. I have looked at WP before when booking independantly but some reprots said there was sewage smell and noise from a nearby freeway.

Can anyone advise how best to speak to VH (I have asked for a manager to call me back) - do I have any rights or can they just do what they like? Any ways to ensure I am getting as good as accomodation?

Thanks for reading

 

[crabbie1]

Sam
Sorry to hear this .I would write to them.Phoning them will get you false promises.Address it to the complaints department.At the end of the day they are not providing you with the holiday you booked and you have paid a lot of money for(or will do).If you can find the accomodation with someone else or direct tell VA that and say you wish to have just flights and tickets from them.They cannot force you to do anything and as it is there doing(although not there fault the accomodation is not availible) .Be quite firm and express your disappointment with them . You could speak to 10 people and get nowhere.Photocopy the letter and add you want a reply within 10 days. Dont forget your booking reference.
Good luck

 

[fizz13]

I am so sorry they have done this to you, I think I would be downright angry! I don't have any better advice than what's been written, maybe asking for a refund of the accommodation costs and booking that independently is the way to go. please tell us what happens.
on a sidenote I also fly out on the 9th December from gatwick, the 11:15 flight,
sending pixiedust and hugs

 

[Mrs Doubtfire]

Thank you - I will write to them - it is just so frustrating 0 well they say things come in 3's - I think this must be my 3rd bit of bad luck recently

 

[Mrs Doubtfire]

Well I have spoken to a lady in the UK - the outcome is that they say they are not offering WH due to a high number of repossessions at the community. They were still available on the website this morning - but I did inform customer services and it appears Virgin have now taken that community off.

My options are.

1. Stick with the new booking at Windsor Palms (offered by their sister company Travel City Direct) - said I couldn't have no compensation as they do not see it as a downgrade - just very unfortunate!!
2. The supervisor did agree that I could have the money back I have paid for the villa - and then book my own accommodation.

Just need to think about it - or look at my option - we were having a 4 br villa with pool heat for 2 weeks over Christmas - so my options might be limited.

Thanks for your advice Crabbie & Fizz

 

[skelfbsfb]

Hope all works out in the end for you.

 

[JulieSharp]

Hi,

I agree Windsor Hills is very nice, however Windsor Palms is nice too and you generally find the pool areas more secluded.

We have looked at WH often for a villa rental, yet never been able to find a villa that has everything we want.

I understand your dilemma but WP is not a bad community, in fact it's one of the best in Kissimmee.

 

[howlongtillsummer?]

We really like Windsor Palms too. The only big difference would be the lack of a water slide at the community pool.

 

[Mickeymacresorts]

Hi,
We have a 3 bedroom townhouse with a pool in Windsor Hills. We are booked over Christmas, but have other availability in December. You can find us on Facebook at Mickeymacresorts

 

[irenep]

I can understand you being disappointed and angry. If you can't sort anything else with the short notice I would stick with Windsor Palms if I were you and try not to worry. We stayed there 2 years ago and it really is a lovely area and I am sure you will get a fabulous villa.

 

[Mrs Doubtfire]

Thanks

I have got over my initial disappointment and have stuck with Windsor Palms - we are looking forward to having a terrific time

(VH have added 3 of the meal vouchers for Planet Hollywood to our booking as a gesture)

 

[KELLY'S]

Sorry to hear you've had this before you go - If it's any consulation I just wanted to add we stayed in Windsor Palms 3 years ago after never been thee before ever and booked this one week before going as a family member had let us down with our accomodation. I have to stay we found the resort wonderful - near all the major parks, supermarkets etc but far enough away to be nice and peaceful. We had our own pool but the community pool looked lovely and had a park and baseball court which our children enjoyed. The community was quiet and everybody friendly. I'm sure you'll love it.

It also has just up the road the supermarket and restaurants - we really did love it so much we wanted to go back there next year - however the price was a little to high (it was a 5 bed and there is only 4 of us!) so we stayed with the same owner just on another resort.

I hope you have a fab time xxx

 

[tttessa]

Hiya - Virgin also do Emerald Island - we are just back from 2 weeks there - it is "next door" still in Formosa Gardens area - maybe they have some availability??

p.s. the "repossessions" stuff is garbage - Virgin will not pay a decent price for villas so not enough owners/management companies renewed with them this year. Was happening with Emerald Island too -we kept our fingers crossed and it all worked out for us.

Tessa

 

[Mrs Doubtfire]

I'm glad you got your villa in EI - I looked there when i was looking for a TH to rent a few years ago )but went with 1 at WH in the end).

I know looking at the prices of WH that ther are more expensive - seems like VH just tell you anything

I am hoping our villa at WP will turn out ok. Fingers crossed

 

[Jets fan]

I fly out on the 9th as well on the 1pm Virgin flight. Hope everything goes well with your villa.

Tina

 

[Mrs Doubtfire]

Where are you staying Tina?

 

[Jets fan]

Where are you staying Tina?

RPR, Universal for 2 nights and then the Polynesian for 8 nights. Cannot wait

Tina

 

[Mrs Doubtfire]

Lovely - we are at POFQ for 5 nights before moving to the villa