virgin & CBR fiasco

[TeamJEM]

Have noticed a lot of people who booked direct with disney are now getting solutions and moves. I note a few other threads about progress of other travel agents and this fiasco.

Wanted to create a thread for those of us who have booked with virgin.

To date we are being told they are looking into it.

Can anyone update their experiences please?

[Guest]

Dont hold your breath despite always loving virgin and there customer service they screwed me over this trip with flights thank god disney were able to come to my rescue and rectify the problem
Good luck everyone!

[DelBoy_C]

I have drafted up an e-mail covering all aspects of this CBR nightmare, I have sent an e-mail to my friend that works for Virgin so I anticipate to have some official answers tomorrow. Once I do I will update this thread along with my own.

Hope we all get what we want / deserve, its awful that we need to change but I would rather change resorts than endure a construction site.

All the best evreyone

[Guest]

I'm waiting. Have e-mailed my travel agent and tweeted.

Annoyed as ABTA say "your travel company must notify you without delay, and offer you the opportunity to transfer to alternative accommodation."

I think Virgin are breaking the "without delay" part as they are aware of it even if Disney haven't told them directly.

Also massively irritated with Disney for not informing Virgin!

[Guest]

How long is the construction for all year?

[fimcm]

This was my conversation from this morning

"Jonathan says:
Hello. Thank you for using the Virgin Holidays Click to Chat Service. How may I help you?
Fiona says:
hi
Fiona says:
what are you going about the work going to at cbr
Fiona says:
im am booked to go and diney are offering a move of resort or rome credit
Fiona says:
room
Jonathan says:
Hi Fiona, I don't understand the above
Fiona says:
we have a holiday booking to walt disney
Fiona says:
staying at the Disneys Caribbean Beach Resort
Jonathan says:
This is the only info I have: eneral Resort Refurbishments - Trinidad South Region Due to several refurbishment projects, Guests may see and hear construction in progress specifically around the pirate-themed rooms in the Trinidad South region of the Resort. Any work most likely to cause a noise impact will not begin until 9:00 a.m.
Fiona says:
The email from Disney states that Old Port Royale Food Court, Shutters at Old Port Royale, Banana Cabana Pool Bar, and Calypso Trading Post will be closed for refurbishment. The email also states that other options will be available for guests including breakfast and dinner in Centertown, and grab-and-go options will be available for purchase in three island markets located in the Aruba, Jamaica and Martinique
Fiona says:
The closing date for both Old Port Royale and Shutters is reportedly April 27.
Jonathan says:
At this point in time we're waiting on Disney to come back to us with some more information. Until they do I can't tell you anymore or discuss any possible options etc.
Jonathan says:
If you were to want to change anything now via me it would be the normal process.
Fiona says:
Disney have contact the cusomers
Jonathan says:
Have Disney contacted you?
Fiona says:
disneyparks.disney.go/bl...beach-resorts/
Fiona says:
i have a email from that with the closers
Fiona says:
We are delighted you have chosen to stay at Disney\u2019s Caribbean Beach Resort!\n\n In an effort to continually improve the Guest experience, we often refresh our offerings and atmosphere. In preparation of your upcoming stay, we would like to make you aware of Resort refurbishment work that will be taking place during your visit.\n\n Upon your arrival, you will notice construction work in various areas as we enhance our Resort. Noise may be heard while this work is being completed and certain pathways may be unavailable.\n\n Additionally, Old Port Royale Food Court, Shutters at Old Port Royale, Banana Cabana Pool Bar and Calypso Trading Post will be closed for refurbishment during your stay. While we work our magic, there will be a variety of dining options available to you for breakfast, lunch and dinner. Centertown will serve breakfast and dinner and a selection of grab-and-go meals will be conveniently available for purchase in three island markets located in the Aruba, Jamaica and Martinique regions of the Resort.\n\n We apologize for any inconvenience this work may cause and appreciate your patience. If you have questions or need assistance with your reservation, please contact your original booking agent.\n
Jonathan says:
As it stands above is the only information we have officially been provided from Disney. Our team are in the process of getting more information from Disney to define exactly what work is taking place and when. Once we have this information we will then be able to arrange what happens next.
Fiona says:
how long will that be, i am due there is 68 days
Jonathan says:
very soon, it's a priority
Fiona says:
will that be in according with abta/holiday-help-and-co...-hotel.-what-c
Jonathan says:
We are ABTA & ATOL
Fiona says:
what are you deeming at reasonable time to inform customer considering this has already been address by walt Disney world and is causing stress to customers
Jonathan says:
I do not have any further information regarding this right now. Our Disney specialists are working on this for everyone concerned
Fiona says:
but as a company what is deemed as reasonable time
Jonathan says:
with Disney themselves who from what I see are sorting themseves out 1st/
Fiona says:
but how long will it take or virgin to contact us
Fiona says:
ABTAs advice\n\n\nIf your holiday is booked and then your travel company finds out about building works at your hotel, and these works are considered extensive enough to seriously impair the enjoyment of your holiday, your travel company must notify you without delay, and offer you the opportunity to transfer to alternative accommodation.\n\nWhere the alternative constitutes a significant change to your booking, your travel company should offer you the option of cancelling without penalty, or transferring to an alternative holiday if available.\n
Jonathan says:
Disney have only told us officially the above that I gave you
Jonathan says:
we have to wait for them to come back to us (and all UK tour operators) with the rest of the info before we can do anything
Jonathan says:
from what we're seeing online and from customers we will be hearing back more but there is no need for you to worry as we wont be leaving anyone in the lurch with out viable options
Fiona says:
but the question is how long will that be other uk tour operators are already information
Jonathan
Jonathan says:
Hopefully this afternnon

i look forward to that thanks"

[MargaretMouse]

My daughter is going in May, staying at CBR with VH. I'm going to tell her about this thread.

[craaazyuk]

I'm going to keep a close eye on this thread. I've contacted VH numerous times since I read about it on the dibb yesterday and still keep getting the same response.
I am annoyed that Disney do not seem to care about their guests that have booked via a travel agent and VH seem to be taking their time with sending out an email to advise of the closures. Their will be a lot of customers that don't even know about this!
I'll be calling again in the morning so if I hear anything different and I'll update the thread.

[craaazyuk]

Is anyone contacting VH this morning? I can't call until later today but would be interested to know if there is anymore news.

[tallas77]

I have spoken to Virgin Holiday yesterday and today and I have been told that they know nothing about the food closure as yet, but the very helpful rep is working with central office to find out what is going on.

They have told me they should have more information later today.