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Victory! £3200 refund for Brits forced to stay at building site hotel

Fred Isaac

Fred Isaac
Jun 6, 2016

Virgin Holidays have refunded a group of friends forced to stay at a building site hotel in Mexico.

The group of eight, from Eastbourne, East Sussex, were awarded £3200 after A Spokesman Said highlighted their case.

Their eleven-night trip to Cancun was ruined by extensive building working taking place at the swish Omni hotel.

Drilling started at 7:30 am, the showers in the rooms leaked and plasterers dropped paint peelings around the pool area:

Group member Rosalind Hannan, 51, told us: “It was a nightmare. You couldn’t hold a conversation in the room and it was impossible to rest during the day.

“It was start to finish building work for the whole eleven days.”

The group lodged a complaint with Virgin Holidays when they arrived back in the UK.

But to their shock the travel giant offered them just £1200…in Virgin vouchers.

So Roz, an operations manager, posted the case on A Spokesman Said.


Consumer champions get involved

We featured their story on our site and contacted Virgin for a response.

And, to be fair, Virgin leapt straight to it. They responded:

"Virgin Holidays pride ourselves on offering a premium experience to all customers, and were deeply sorry to hear we disappointed Ms Hannon on her recent holiday to Mexico.”

The group were then offered £3200 - £400 a head.

A delighted Roz told us:“Everybody’s really happy. We never thought we’d get as far as we did. The group is very happy with the amount Virgin has refunded.

“It was all down to the publicity A Spokesman Said we’re able to provide, and the support offered, that made Virgin up their offer.”

Roz’s husband’s 50th birthday is next year and she plans on putting the windfall towards the celebrations.

She added: “Thank you very much. Until A Spokesman Said got involved Virgin just weren’t listening.”

Not at all Roz. It’s what we’re here for.

If you need someone to take up your holiday complaint, get in touch with A Spokesman Said.

We’re in your corner.


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