As a birthday gift from my family we visited Kew Gardens with cream tea for 2. Obviously nothing wrong with Kew Gardens it’s the most beautiful place. The ‘cream tea’ was the problem, the overview on voucher mentioned heading for the beautiful Orangery for a self service cream tea. On arrival at the Orangery, which was almost empty that day, we were told by a waitress that our voucher could not be used and we should go to ‘Botanicals’, so we walked the fair distance to be told ,’ no you can’t use a voucher here, go over to the Cafe. We then headed to the Cafe, which is part of the very busy gift shop. On enquiring to staff what the cream tea consisted of we were told, slice of cake and coffee!! So we proceeded to cashier with said cake and ordered coffee, and were told,no this isn’t part of cream tea and pointed out th member of staff we had previously spoken to, her reply was ‘Oh ok but just this once’. So basically the ‘cream tea was coffee in a paper cup with cake, (no scones and cream). No chance of a table in such a busy section either. To be honest, this is far from my idea of an afternoon cream tea!! What made the whole experience worse is that Over a two week period and at least 12 emails back and forth, Customer Support merely thanked me for my feedback. Obviously the problems arose through lack of knowledge/helpfulness by staff at Kew, but Virgin should really investigate so that people like my family do not buy experience days which are expensive and are not delivering what they promise.