Virgin Atlantic Holidays Lakeside

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Reviews

1. Iain Thompson ★☆☆☆☆

   The staff here are super helpful, can’t do enough for you and are really knowledgeable about their product. They treat you in a friendly and professional manor, and design your holiday to cater to your exacting needs and desires. They really are amazing. They are able to calculate the cost immediately and also advise you on areas you could save on if needed. I really can’t recommend them highly enough. However, the actual experience once you get on holiday is very different. We’ve been to a Virgin Select villa once and a really special 7 bedroom massive luxury villa the second time. The first time the villa was ok but the pool was full of black mould, it was so bad my son was throwing up for 3 days. The second time at the ultra nice villa, we arrived at about 11:30 pm having been up for almost 22hours. We walked in, turned the light on in the kitchen and about 20-30 cockroaches scattered in the kitchen. They were in the island, in the cutlery drawer, up the walls and on kitchen surfaces. We daren’t open our cases. On closer inspection the rest of the villa was utterly filthy, or damaged, or both. There was a huge crack in the ceiling of the living area, the kitchen taps were loose and broken, every piece of furniture was heavily stained, the games room amounted to a broken table tennis table in the garage which smelled like a weed den. The carpets were stained with blood amount other stains. There were stains and splatters up most walls and there were stains on sheets and curly hairs from previous occupants. The BBQ grill was covered in rust and old chunks or cremated food. The kitchen was hardly equipped as there was only 1 fork in a villa which catered for 14 in theory. We sat in the living room on cockroach watch until 5:45am then headed out for breakfast with our unopened cases. Contacted Virgin services who wanted to see evidence of the things we said. I took videos and pictures and showed them in the office. They said they’d sort out a new villa. But it meant we had to wear our clothing from home all that day as well. Normal check-in time is 4pm but we saw them shipping in new cushions and bits into the new villa which was along the same road. They had to do such a deep clean we couldn’t get in until almost 8pm that day. The new villa was fine, although some of the beds still had hair and stained sheets, fortunately we didn’t need all 7 bedrooms so were able to find the best ones. For missing the first day and putting us into a cockroach infested villa the first night we were refunded £278 which was apparently compensation. Our holiday cost £12582 paid to Virgin for 10 days without spending money self catering. Would we go with Virgin villa again? Probably not, I don’t think they care about the condition of the villas they put people in unless they get complaints. They clearly don’t check them regularly. They did send a pest controller out and he found two cockroaches nests in the kitchen alone. Shame as the people in the shop are amazing, pity it’s not matched by the staff in-charge locally in the US.

   almost 5 months ago
2. Ross ★★★★★

   Laura & the team have made booking all our holidays and absolute dream, going above and beyond to find us the best possible deal and best times.. supplying regular refreshments and keeping us updated every step of the way.

   1 year ago
3. Demonless_Travels ★★★★★

   Always great help with any questions or problems on any future or currently booked holidays, if they don’t know the answer they will find someone who will, whether that is by making a phone call or email. Nothing is too much trouble, and they have great hospitality/ people skills. Professional!

   almost 2 years ago

1. k c ★☆☆☆☆

   Staff don't have a clue, better off booking online and miss sold a holiday, not even a fridge in the room, covid tests that we wasn't told about spending an addition 420 pound whilst abroad. Go with Tui they have ensured all there customers are fully prepared with packs to take away. Never will I ever use virgin again and ill be telling people far and wide about the discusting unacceptable service. All they care about is selling you the holiday and then you're on your own. Be careful about this store they haven't got a brain cell between them

   almost 4 years ago
2. Mick Humble ★☆☆☆☆

   Trying to find out about my holiday later in the year but cant contact anyone about it

   almost 5 years ago
3. Richard Page ★★★★★

   What a lovely time we had in store this afternoon with travel advisor, Lindsay. Even though we arrived near to closing time, we didn't feel rushed and were offered drinks while we discussed our holiday requirements. Lindsay had great knowledge of our destination and involved other colleagues to help us finalise our choice. Nothing was too much trouble for the staff here and we felt we had made exactly the right choice in booking with virgin holidays.

   more 6 years ago

1. Serena Dep ★★★★★

   Very welcoming and nice people

   more 6 years ago
2. Simon Knott ★☆☆☆☆

   Great at selling in the store but sold the worse holiday I’ve ever been on. £5k and nothing but issues since and absolutely no support post payment. We’re stuck in Mexico in a hotel that sells as having over 10 restaurants but we can access 1 per day as others closed due to season were in, food is appalling and when I contacted customer services all they offered was to “investigate” and wanted £2k to move us when it was

   more 7 years ago

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