Complaints

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked & prepaid a stay for *********** sister w/ Virgin Hotels New Orleans for 6/27/23 - 7/5/23 via Hotels.com. The Chamber light in my room didnt work. Called front desk who sent maintenance up who only changed light bulb. Checked light B4 leaving (still wasnt working). Mumbled something & left. we checked light & realized it still wasnt working. We called front desk AGAIN. front desk informed us that maintenance said they fixed it. I told them they didnt. they informed me that they would send their engineer up. no one ever came 2 fix light. We had to use reading light over bed during our entire stay. In my sisters room her shower door was literally coming off the hinge. front desk was made aware. They were told someone would be up 2 fix it no one ever came during entire stay as well. Upon coming back home I realized my room was charged 4 mini bar. We did not use mini bar. I called, spoke 2 someone. She said it was for 4 flower bottles. She didnt know what it was when I asked. She said she would contact housekeeping 2 figure out what it was & contact me back. She emailed me stating housekeeping said it was for 4 glass bottles (soap, lotion, *********************** told her there were no glass bottles in the room, there were plastic bottles (sent pic as proof) & those bottles were tossed once used up. She said housekeeping told her they refilled bottlesnot true. Then she came back & said that even if I tossed bottles I had 2pay 4them. I told her that listing I paid 4stated toiletries were free so I assumed once used 2toss bottles. housekeeping had only been inside my room twice & last time those PLASTIC bottles were gone. She said menu that was supposed 2B in my room stated I would B charged 4those items. I told her there was no menu in my room at all upon arrival. She said she could only refund 1/2 fee. I said I would like a supervisor 2 contact me. No one has. Instead they refunded 1/2 ********* didnt agree to that.

  Customer response

  08/17/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Virgin Hotels New Orleans regarding complaint ID ********. I was told prior to my complaint that this issue would  be forwarded to the supervisor but I have yet to hear from them. 
  
  Regards,
  
  *****************************
  

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