I had booked a cruise + hotel holiday via Virgin Cruise, as the first one I did, it was great. This time, it wasn't. Before we embark on our Caribbean cruise, we had stayed in Orlando for 4 nights. On our final night, we wanted to leave the some luggages at the hotel, so that when we finish the cruise we can collect it. On our return and collection we notice 1 bag was missing. I've reported to the hotel, who told me that they will get it resolve ASAP. To cut a long story short, this never happened, and the person who was in charge of storage didn't want to compensate the lost. I had to raise it with the GM inorder to get the cost of my item back, but they still have not provided me with a compensation. This is where I reported to Virgin Holiday, who advise since I've already resolve the issue with them then its finalise, I told them I never resolved the issue, I only resolve the cost of the lost item, I need them to chase for the compensation. Another very stupid response from Virgin Holiday, saying that if I wanted Virgin to act then I should report this with them when I'm back and not with the hotel. I told her, if I had not reported this, how would they have a log that it went missing and acted so promptly after I escalated with the GM. Still Virgin Holiday refuse to help me contact the hotel for compensation, saying that since I agree with the compensation the hotel would consider the case close. I told them no case is close, is only if you are willing to act on your clients behalf or not. I contacted the hotel directly, and they had agree to give me a form of compensation. I forward the email of compensation back to Virgin Holiday, since then nothing back from their wonderful team. Total useless. I had told them I'll never use their shoddy service again.