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Victory! Virgin Holidays refund teenage dance group forced to sleep on cockroach-ridden hotel floor in New York

Fred Isaac

Fred Isaac
May 25, 2016

Virgin Holidays have compensated a British dance group forced to sleep on a cockroach-infested floor, after A Spokesman Said took up their case.

The Stourbridge Dance Academy were left stranded in New York because Virgin cancelled their hotel booking months before – without telling them.

In the end, the group of 28 – 16 of them girls aged 13 to 17 –  bedded down in a corridor, where they had to dodge cockroaches and broken glass.

Academy head Beverley Rabone racked up a huge mobile bill calling Virgin’s emergency number.

And Virgin's response?

A measly £100 compensation per person - for a trip that cost £23,800, or £850 each.

Disgusted with the offer, Katie Hadley-Scott, 26, a teacher at the academy, brought the case to A Spokesman Said.

We featured the group’s story and it got picked up in The Sun and Daily Mail.

Virgin quickly upped the offer to £106 per person, plus £22 a-head for breakfast and £244 for Beverley’s phone bill.

But we told Virgin we still didn’t think this was good enough.

Now, a delighted Katie has got in touch to reveal Virgin has finally put things right:

“Virgin have offered us £250 per person, so the full cost of the whole four nights’ accommodation, breakfasts and Beverley’s phone bill. We’re very happy and are going to accept that offer! Thank you A Spokesman Said for all your help! It definitely beats the previous offer!”

The grand total comes to £7,860.

We’re delighted we could help Katie and the group get what they were owed.

If you need help with your holiday nightmare, post on A Spokesman Said – we’re in your corner. 


Virgin’s response:

“We never want to disappoint our customers and were deeply sorry to hear about the experience of the Stourbridge Dance Academy. The mishap occurred as part of a hotel booking error and we are investigating further to ensure that this doesn’t occur again. 

"We understand that the first night was an upsetting experience for the group and have therefore, as a gesture of goodwill, offered to reimburse the entire group with a full refund of their hotel accommodation for the four night trip.  In addition, we have also offered to cover the costs for all breakfasts and a reimbursement of their phone bill and some additional sundry costs.”


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