Initially my husband and I couldn’t have the room type we had booked and paid a considerable amount extra for. This was sorted on our second night but we were only in NYC for 5 nights so this was a disappointing start. The rest of the holiday was very good until I had to deal with Virgin customer services or lack of service! The hotel then overcharged us by £1573.99. We tried to get a refund via the hotel but Virgin’s intermediate company meant we could not get the money back direct and we had to deal with Virgin customer services. It took a significant number of phone calls and emails over two months before I finally managed to get a manger to send me the supposed refund documents but they clearly showed the money had been refunded to a different random account to the one charged. During this period on three separate occasions customer complaints staff had told me that I would hear back either by a phone message or email on the same day - this never happened. The manager has never responded to my email responses or when I have tried to speak with her she has never been directly contactable. After pointing out the account number error I have been refunded £1385.97 and still have £75.65 of interest charges due to the length of time this has gone on for (initial overcharge was on 14/12/18). Therefore, I am still owed £263.67 despite all my efforts and time wasted writing emails and making phone calls - several of which were never even answered. For a company which supposedly prides itself on customer service I hope very much that this is deemed unacceptable and I hope to get all the money back soon.