False advertising and a 4 day delay in customer services returning a call. Booked to go to the grand Orlando hotel in Florida. Virgin gives this resort 4/5 rating. It’s a absolute hole... dirty, damp, drug use by ‘family pool’ and unsafe fittings in room. I immediately emailed virgin reps to request a move and had no response for 4 days. They then offered a 3/5 rating hotel and said if I didn’t like the situation I can break contract and find my own place. Totally below standard customer services. They are absolute amateurs. I had to move for the safety of my family. They’ll honestly ruin your holiday.