I wanted to confirm a couple of details on the hotel so I called the 'dedicated specialist' number as the detail I wanted was not listed on the Virgin site, the guy on the phone said I don't have all details on all the hotels we use, real helpful attitude. I went online and contacted the hotel myself, I suggest you do the same rather than wasting time and money calling Virgin. A shame as in my previous experience with virgin a couple of years ago I thought they were worth the extra money as the service was so good. I hope that the other areas within the business do not reflect this lack of focus and service, time will tell. Bottom line with Virgin you pay more and expect more in return, but in this case if you want something doing then do it yourself.