AVOID!!!! Complete & utter rip off + plus worst customer service experience EVER! Purchased a voucher for a hotel break – cost £198.00. 1st hotel (Coombe Abbey) would only upgrade room at an additional fee £180.00, ( total cost £378) when the room itself was only £247. Decided to book separately and exchanged voucher at a loss of £15.00. 2nd hotel (London Ambassador/Shard) refused to allow booking, even though they showed rooms available. They finally admitted it was due to the Virgin voucher and that they’d already exceeded the allocation. Had no option to but to book a different hotel and exchange voucher. 3rd hotel (Matfen Hall) - Virgin charged an extra £41.00 to exchange. Total cost of £239 for a room that’s advertised at £140. Escalated complaint to Virgin & they simply couldn’t care less. Response is ‘sorry you feel that way’. Had they simply refunded the additional fee of £41.00, I’d have been happy and moved on. Instead, they now have one beyond pissed off customer; shouting from the roof tops & advising everyone to AVOID the gawd awful experience at all costs! Resent giving 1 star – would have given ZERO stars if it was possible.