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Virgin Voyages

Terrible customer service.

By Adultsonlyyesplease , November 18, 2021 in Virgin Voyages

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Adultsonlyyesplease

In a nutshell, booked two years ago three cabins all next to each other so family could be close. Come to find out they switched up our rooms last minute apparently due to “cabin modifications” and now we are far apart. They won’t do anything besides making us pay for their unsolicited changes ($900/room since no inside cabins close to sea terrace cabin). Additionally, my husband no longer able to come due to family emergency. Due to some “coupon” applied to my husband’s account which I have no idea about, they are saying we OWE $302 to take my husband off the trip. What????? Makes zero sense. Beware anyone looking to book on Virgin. They have done nothing but upset us three days before we sail. I’m so disappointed.

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They downgraded my cabin two days prior to sailing recently... Said that they needed my XL Sea Terrace for the "quarantine area", and gave me a regular Sea Terrace and $100 in Sailor Loot for my trouble. Their customer service does leave a lot to be desired...

Totally unacceptable. This was to be a family holiday trip and now we won’t be able to hang out in our cabins and get ready together, etc, especially since now I’ll be traveling all alone. I can’t believe they couldn’t upgrade you as your ship was only half full. Grrrr

6 hours ago, Adultsonlyyesplease said: In a nutshell, booked two years ago three cabins all next to each other so family could be close. Come to find out they switched up our rooms last minute apparently due to “cabin modifications” and now we are far apart. They won’t do anything besides making us pay for their unsolicited changes ($900/room since no inside cabins close to sea terrace cabin). Additionally, my husband no longer able to come due to family emergency. Due to some “coupon” applied to my husband’s account which I have no idea about, they are saying we OWE $302 to take my husband off the trip. What????? Makes zero sense. Beware anyone looking to book on Virgin. They have done nothing but upset us three days before we sail. I’m so disappointed.

I totally agree, they moved our cabin 3 times with no explanation the week of sailing. They are in fact "renovating" the rooms. This means they are only changing the cabinet doors to a different color.

I spoke with the crew working on them. 25 workers are onboard for 5 weeks to change every door on every cabinet in every cabin from white to wood color. Simply stupid.

Note we did see a "nurses area" posted on some cabin doors, this must be quarantine, but we did not hear of any Covid cases while we were onboard. No masks anywhere. Crew wear them, but many either pull them down or don't wear them at all.

The cruise was fun, food very good, APP terrible, entertainment wacky, music great.

22 hours ago, Adultsonlyyesplease said: In a nutshell, booked two years ago three cabins all next to each other so family could be close. Come to find out they switched up our rooms last minute apparently due to “cabin modifications” and now we are far apart. They won’t do anything besides making us pay for their unsolicited changes ($900/room since no inside cabins close to sea terrace cabin). Additionally, my husband no longer able to come due to family emergency. Due to some “coupon” applied to my husband’s account which I have no idea about, they are saying we OWE $302 to take my husband off the trip. What????? Makes zero sense. Beware anyone looking to book on Virgin. They have done nothing but upset us three days before we sail. I’m so disappointed.

Hi, can you send us a message with your full name and booking # so we can look into this for you. 

@virginvoyages, cruise critic does not allow me to send you a message. Hopefully you can reach out to me. My 3 booking reservations are 65753, 65755, and 65756. My name is Kr… Ke…. I hope to hear from you as no one from your customer support could. PLEASE make this right!

1 hour ago, Virgin Voyages said: 1 hour ago, Virgin Voyages said:   Hi, can you send us a message with your full name and booking # so we can look into this for you. 

See above post please. 

35 minutes ago, Adultsonlyyesplease said: @virginvoyages, cruise critic does not allow me to send you a message. Hopefully you can reach out to me. My 3 booking reservations are 65753, 65755, and 65756. My name is Kr… Ke…. I hope to hear from you as no one from your customer support could. PLEASE make this right!

Thanks for the info. We'll be looking into this and getting back to you shortly. 

Interesting… still haven’t heard from them. I’ll let you know if I do.

To follow up… Virgin did call and had a representative fix our cabin issue. He very kindly explained what happened and stressed that they are learning from their mistakes. I’m impressed that they are reading Cruise Critic and addressing the problems that they see here. I’m happy to say they actually do care about their customers. Now I’m excited to set sail!!

On 11/18/2021 at 5:03 PM, Bruce4fun said: I totally agree, they moved our cabin 3 times with no explanation the week of sailing. They are in fact "renovating" the rooms. This means they are only changing the cabinet doors to a different color. I spoke with the crew working on them. 25 workers are onboard for 5 weeks to change every door on every cabinet in every cabin from white to wood color. Simply stupid.   Note we did see a "nurses area" posted on some cabin doors, this must be quarantine, but we did not hear of any Covid cases while we were onboard. No masks anywhere. Crew wear them, but many either pull them down or don't wear them at all.   The cruise was fun, food very good, APP terrible, entertainment wacky, music great.

 We were asked to vacate our corner suite for a day. We were the only occupied cabin on the corridor. They gave us a pass to the thermal suite for three hours, Our cabin was not even part of the renovation, but the Rockstar Agent Manager told us it was for own “health and safety”. We asked if we could use our balcony, and were told no.  We were assured they would notify us when we could return to our cabin, but they never did   They renovation work continued in the cabins on our deck all week. At times the strong adhesive-like smell was a bit overbearing. Funny they were only concerned about our health and safety for three hours 🤣 !   

It will be interesting to see the service level when they sail full.   

Wildcatllamas

I am very impressed that Virgin is following the boards here on Cruise Critic. I'm so glad they resolved your issue.

The only other cruise line that used to follow the boards closely was Norwegian. I haven't been on a Norwegian cruise for awhile now, not because I don't like them, but because work has constantly gotten in the way.

They moved me too, changed my solo sea view cabin to a regular sea view on one leg of a back to back. When I called to try to get the same cabin - any cabin - for both legs, they upgraded me to a balcony cabin for free. A couple months ago, a phone rep gave me bad information about the bar tab - said I could carry it over from one leg to the next. Turned out they can't handle that, so their solution was to comp me a $425 bar tab for the second leg. They are certainly in learning mode, but they are paying for their own education 😄 .

• 4 weeks later...

We are sailing tomorrow, Sunday December 19th on Scarlet Lady. We upgraded a couple of weeks ago to a mega rockstar suite. We have spent days trying to email, use the chat, and on hold with the sailor services line to arrange the transportation to the cruise port that is supposed to be included in our “perks.” It’s noon the day before sailing and we have not received any response and will have to Uber/taxi. Doesn’t feel very “mega rockstar.” 

CruzinMermaid

I just got off the 12/15 - 12/19 cruise, I'm sorry you had problems. My cabin lights decided to wake me up, I didn't report it til the last day before returning to Miami because I thought I'd somehow set up the room to wake me and was too embarrassed to admit I couldn't undo it.   🙄

When I did report it, Sailor Services was absolutely fabulous and offered to move me.

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• Virgin Voyages

Virgin "Experience" Question

By LTCSteve , August 20, 2022 in Virgin Voyages

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On several forums I have been told that the Virgin Cruises "Experience" is quite different than other "traditional" cruise lines, but nobody gives any examples! Other than most of the usual charges are included in the price and nobody under age 18 is allowed, why is Virgin different? Thanks for your advice!

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Many examples are everywhere. No buffet, no main dinning room. All specialty restaurants are included in fare, tips are in the fare. Soft drinks are included. Reasonable prices on drinks. No drink package that everyone in cabin has to purchase. Many more.

No nickeling and diming passengers, no art auctions, no photographers in your face at every turn, no announcements over the intercom in 3 languages for hours every morning, no formal nights and more.

CroozFanatic

To an alien visiting from outer space....it is 99% similar.

The changes are somewhat subtle and are really nice.  6 restaurants that would be "specialty" restaurants on any other line all included in the cruise fare, reservations recommended but not essential.  A food court sort of area where you sit at a table and a server takes your order, does the running around for you, and brings it to you.  You can go to the area and point to breads, desserts, or tell them how to make your custom salad, but there is nowhere that you can serve yourself or get near the food like at a buffet.  Most of the food is made when you order, so it hasn't been sitting in a steam table for hours.  There are a couple of "grab and go" areas where there are prepared foods in with labels in "to go" boxes...grab a box and take it anywhere on  the ship.  Most places can customize your order. The Pizza Place has a menu, but they will make your pizza any way you want IF they have the ingredients. There is a large salad area in The Galley where you can have them make it "your way."

Entertainment is a bit more edgy  If you are looking for a cut down of a Broadway show, choose a different line.  The entertainers are really good.  There is not the "dinner at 6, show at 8" concept.  You choose your dinner time.  Shows are repeated several times (depending on length of cruise), so you can choose your show nights and times.

Thanks for all of the replies...I am looking forward to the cruise, excuse me, the Voyage!

Excursions are  more reasonably priced.

Crew is happier and it shows.

You can get a tatoo on board.

Water stations in place of one time use bottles.

They actually have Naragansett beer in bottles and tap.

If you leave from Miami, you may even meet Yakov before entering the embarkation corrals  😊

the biggest differentiators are the crew and the food.

the crew is phenomenal because they're allowed to be themselves - hair, tattoos, makeup, piercings, whatever!  they seem to get perks that crew on other lines don't have like free wifi and ability to dine in the galley and actual restaurants (at times) vs. being sequestered to the crew mess.  while i'm sure there is  some  hierarchy for safety/operational reasons, there are no stripes on anyone's uniforms.  instead of a cruise director, they have 12 or 13 Happenings Cast members whose job is to make sure guests are having a good time/have things to do.  If you want recommendations, find one of them and they can give you some tips.

i had only been on 1 cruise before VV and that single cruise 10+ years ago turned me totally off from crusing until my husband convinced me to try VV.  on NCL, the included food was inedible, and passenger hygiene left a bit to be desired- i basically ate pretzel rolls from the buffet the whole time.  VV has great food, and lots of variety.  real mexican and real italian (vs. americanized stuff), pretty damn close to traditional korean BBQ, great pizzas, poke bowls, ramen, tacos, and so much more.  mmmmmmmm.

Yes, the crew on VV has commented that they are paid about three times as much as they made on other lines, even with tips counted on the other lines.  THey have a single crew mess, not one for crew and one for officers, and that makes them feel like everyone is more approachable.  They love the free wifi as that means ability to communicate with family at home.  They also get toiletries and laundry products at no cost--again, something else they don't have to pay for or shop for.  All this adds up to the happiest crew I've seen on any ship.

Food quality and availability is the best I've seen anywhere.  It may take you a day or so to figure out that fruit boxes are available in the morning and sushi to go in the afternoon...so if you want an afternoon snack of fruit, grab a fruit box in the morning and pop it in your fridge till afternoon!  There are "to go" things available all day, but the contents change as do the hours of the various outlets.  There is always something good open; it is just a matter of what time it is!

3 hours ago, cantgetin said: Food quality and availability is the best I've seen anywhere.  It may take you a day or so to figure out that fruit boxes are available in the morning and sushi to go in the afternoon...so if you want an afternoon snack of fruit, grab a fruit box in the morning and pop it in your fridge till afternoon!  There are "to go" things available all day, but the contents change as do the hours of the various outlets.  There is always something good open; it is just a matter of what time it is!

I watched some YouTubes today that showed that grab n go section. I saw what looked like a charcuterie & cheese snack box that would be about $12 in my local Wegmans, and something labeled “callebaut dark chocolate, crunchy pearls and pistachio crumble”. I’m not sure exactly what it was, maybe a mousse, but I love callebaut anything. Anyway, I was thinking at the time that I could basically happily survive on just that grab and go stuff. Imagine the rest of the food.

CruisingWalter

On 8/20/2022 at 7:23 PM, LTCSteve said: On several forums I have been told that the Virgin Cruises "Experience" is quite different than other "traditional" cruise lines, but nobody gives any examples! Other than most of the usual charges are included in the price and nobody under age 18 is allowed, why is Virgin different? Thanks for your advice!

The changes are more subtle than in your face.

No cruise director, they have a Happenings Crew with various 'leaders' like The Gamer, The Foodie, The Diva who all run their own elements of cruise entertainment and activities. Also no daily announcements of any kind except to let us know when we can leave the ship in port. If you want to see the 'morning show' you have to go down to Deck 6 in the Roundabout around 10:30 in the morning to see the live show that is performed there. They don't do that silly 2am pre-taped morning show.

No photographers. No nickel and diming you to death with every food or drink item. No upselling you at every corner. And the crew is well paid, and they have free WiFi so they're not being overly sweet hoping for that tip at the end of the cruise. You already paid a gratuity and they know that. That is a noticeable change. 

It's a very intimate ship. No three story atriums or four story main dining rooms. Almost all the public spaces are single story so the ship feels much smaller than it really is. It's almost like a mega yacht or a private resort vs. a cruise ship. There is more seating than I think I've ever seen with so many nooks and crannies with seating everywhere. The ship feels like it's designed to encourage socialization with fellow passengers vs. 'showcasing our big beautiful ship.' It's like it's your private resort, kick of your shoes and stay a while. 

The intimacy carries into the restaurants where they are not just huge boxes with hundreds of people in sight. There are walls, cubbies, nooks, crannies so you feel like you're eating with dozens of people in a more intimate restaurant. 

Incredibly laid back. No dress code, shorts are fine at dinner, though most everyone was at least business casual. Because you're going to actual restaurants each evening, you really feel like dressing up vs. going to the Main Dining Room where you feel more like cattle. 

No children is a HUGE difference in the experience and you don't realize just how much until your first full sea day. It's much quieter without the kids and we can be adults and have fun without worrying about 'saying something wrong in front of the kids.'

Of course the main entertainment is basically unlike anything else out there, but the small venue entertainment will be very familiar. Singers, small bands, guitarists and the like.

You're treated like adults, not cattle. Because so much is included, it's more freeing and the crew truly works to let you have a good time. 

The one thing I will add, we did the Rock Star experience, Cheeky Corner Suite, because of a 200% FCC when our first cruise was cancelled due to the shutdown. We upgraded from a Sea Terrace to the suite. Now having done that Rock Star experience I can say it's not necessary to have an exceptional experience on that ship. No matter what cabin you book, everyone on the ship eats at the same restaurants, has access to all the same lounges/bars, has all the same inclusions except Rock Stars get a fully stocked bar. Yes the balconies are larger and we have access to a concierge (Rock Star Agent) with some priority boarding perks. But for me, there's honestly not enough value in paying that extra for the suite when so much is included for everyone. I'll be fine booking the Sea Terrace for future bookings. 

My only complaint about VV was our 5 day cruise was too short. Hoping to book an 8 nighter on Valiant Lady when she comes over for the winter season. 

A friend defined it as "as ship for people who don't want to line up and be told what to do."

8 hours ago, cantgetin said: A friend defined it as "as ship for people who don't want to line up and be told what to do."  

Now THAT is a good summation of the VV experience we had on Scarlet Lady. 🙂  

17 hours ago, AdoraBelle said: I watched some YouTubes today that showed that grab n go section. I saw what looked like a charcuterie & cheese snack box that would be about $12 in my local Wegmans, and something labeled “callebaut dark chocolate, crunchy pearls and pistachio crumble”. I’m not sure exactly what it was, maybe a mousse, but I love callebaut anything. Anyway, I was thinking at the time that I could basically happily survive on just that grab and go stuff. Imagine the rest of the food.

  It’s a chocolate mousse cup and it’s delicious!

I haven't seen anything quite like the mousse above, but yes, you could easily live on the "grab and go" selections if you choose.  Do remember that they change throughout the day, so check back more than once!

4 hours ago, cantgetin said: I haven't seen anything quite like the mousse above, but yes, you could easily live on the "grab and go" selections if you choose.  Do remember that they change throughout the day, so check back more than once!

We just posted a 30 minute review on our YouTube channel that might give you some more insight on what the ship experience is really like vs. the perception. Beyond my original written answer above, this might be helpful for you as well as it does answer some of those 'differences' question.   https://youtu.be/-R0imB73ajg

On 8/24/2022 at 8:26 AM, cantgetin said: I haven't seen anything quite like the mousse above, but yes, you could easily live on the "grab and go" selections if you choose.  Do remember that they change throughout the day, so check back more than once!

Oh yeah, that mousse was there most days at the Grab N Go in The Galley. So freaking good. 🙂

On 8/23/2022 at 12:45 AM, AdoraBelle said: I watched some YouTubes today that showed that grab n go section. I saw what looked like a charcuterie & cheese snack box that would be about $12 in my local Wegmans, and something labeled “callebaut dark chocolate, crunchy pearls and pistachio crumble”. I’m not sure exactly what it was, maybe a mousse, but I love callebaut anything. Anyway, I was thinking at the time that I could basically happily survive on just that grab and go stuff. Imagine the rest of the food.

You can totally survive on the Grab N Go. I think we went through at least four of those charcuterie boxes over the course of the cruise. Those were legit, really awesome. With a few slices of bread you could make amazing sandwiches if you wanted to. There are least two Grab N Go stations. One on Deck 7 as you walk out onto The Dock at the aft of the ship. And one in The Galley on Deck 15 as you head out to the pool area. 

They're loaded with breakfast items in the morning. The Grab N Go lunch and charcuteries during the day and I'm honestly not sure if they're still running at night as I didn't look But The Galley is running at night which is essentially a huge grab N go. 🙂  

I have now had the mousse. OMG.

The mousse is in the top left of the picture. 

LandlockedCruiser01

The "grab and go" contains are all plastic on top of plastic, and I'm sure the utensils used to eat all that food are plastic too.  I hope Virgin Voyages recycles those containers and utensils properly, without virtue-signaling by using paper or sugar straws.  (Looking at you , Carnival!)

I'm as unwoke as it gets.  But I can get behind "innovation" if it's done right.  Even so, I'd much rather see reusable china plates and metal utensils, like on old-school lines.  It takes only one idiot to leave a plastic container on the deck, where it gets blown into the ocean by wind.

The grab and go containers are reused. They’re more like lightweight home Tupperware than something you’d get at gas station snack section.

There are no plastic utensils, the grab and go coolers have regular silverware and cloth napkins right next to them.

‘Virtue signaling’ is a concept invented by people who don’t want to make the effort.

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We’re absolutely thrilled to announce that we’ve been awarded cruise critic’s editors’ pick for best new cruise ship in 2021.

We’re absolutely thrilled to announce that we’ve been awarded Cruise Critic’s Editors’ Pick for Best New Cruise Ship in 2021! As the world’s leading cruise reviews site and online cruise community, it’s truly an honor for us — especially in our very first year at sea as a brand — to be recognized by Cruise Critic’s international team of editors in the 13th annual awards. 

“Our winners this year represent innovation and evolution in the cruise industry,” Cruise Critic Editor-in-Chief Colleen McDaniel said. “In a field that was surprisingly crowded, with a number of great new ships debuting this year, Scarlet Lady stood out for bringing new concepts to sea designed to give guests witty and smart features and options. We loved Scarlet Lady’s design-forward take on bringing even more fun to cruising.”

While we’ve known and loved Scarlet Lady far before the world was introduced to her, it’s been unbelievably exciting to have the greater public and experts in the industry experience her, understand her, and revel in all her unique glory. As a brand new company, and after a tough 18 months that had everyone in the industry questioning what’s next, it’s not lost on us how special this award is. We got into sea travel with the intention of revolutionizing it — but we never expected that the need for that transformative experience would come at such a pivotal time, and we’re grateful that both Cruise Critic and our Sailors have felt that.

In fact, Cruise Critic noted, “We also felt that by pushing through boundaries and past naysayers, Scarlet Lady had the potential to transform not just a cruise line but also provide excitement for the industry overall. After a year of setbacks, Scarlet Lady showed us that cruising continues to be a form of travel that's ever-evolving, with plenty of surprises along the way.”

We’re humbled by the award, and we’re deeply proud of our Crew, on board and shoreside, for building a ship and creating an experience that has caught the attention of critics and continues to captivate the hearts of the Sailors who come aboard her. A ship is only as good as its Sailors, and sure, we might be biased, but we happen to believe we have the very best ones joining us on board.

Thank you for all the love. We can’t wait to show Scarlet Lady to those who haven’t had the chance to experience her yet, and we look forward to seeing the familiar, sea-blazing faces back on board with us again soon.

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