Customers often praise fast, hands-on support and a smooth checkout that sends vouchers right away. Several reviewers say they bought vouchers for experiences with no available dates or faced last-minute cancellations. Some purchases ran into technical issues such as duplicate charges and gift emails that failed, arrived late, or went to the wrong person. Reviews show a clear split between easy buying and trouble redeeming.
Examples from available reviews (Nov 2021 – Feb 2026).
Agent Lufti provided speedy, clear communication and booked the experience within 48 hours.
“confirmation sent within 48 hours of my first email.”
Purchase was quick, easy, issued instant gift certificate, and met expectations.
“provided a gift certificate instantly”
Purchased voucher without available dates and now needs a refund.
“there are no dates/times available for me to use my voucher.”
Website error caused double charge and recipient did not receive link.
“Got error messages but still was charged twice.”
Many reviews name specific agents who quickly sorted out booking, password, and refund problems. A smaller group describes cancelled bookings and fraud claims left unresolved, which disrupted travel plans. Positive reviews frequently single out support staff by name.
Several reviewers point to a distinctive selection of experiences and occasional discounts as key value. A minority says limited ability to redeem and a hard redemption process lowered the value. Positive accounts also mention using coupons and receiving quick refunds.
Many comments describe a fast, simple purchase process and gift certificates issued instantly. Repeated complaints focus on paying before booking, unavailable dates, and a booking system that doesn’t update in real time. Negative reports also mention delayed voucher emails and a return page that doesn’t work.
When bookings go through, reviewers describe strong on-site experiences and guides who know their stuff. Another group reports vouchers not being accepted, overcrowded events, or last-minute cancellations. Positive experience stories are common when redemption succeeds.
When customers speak with an agent, they often describe the communication as clear, quick, and helpful. Automated and scheduled messages sometimes fail, including emails going to the buyer instead of the recipient and missing the requested delivery date. Some reviewers praise chat for fixing booking issues, while others describe support that doesn’t respond.
Reviews show a sharp divide: many customers report easy purchases, quick support, and enjoyable activities. A notable minority runs into limited availability, transaction errors, and refund or delivery problems that block redemption. Overall impressions hinge on whether redemption works without technical or scheduling problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Two purchased gift cards were not accepted and extra fee was required.
“My purchase of 2 gift card were not accepted”
Purchase-before-booking model led to sold-out availability and broken return page.
“their return page doesnt work”
Customer service responded promptly to the inquiry.
“Prompt response to my customer service...”
Booked a discounted same-day spa visit and had an excellent experience.
“This place lives up to all the hype!”
Agent Lufti provided speedy, clear communication and booked the experience within 48 hours.
“confirmation sent within 48 hours of my first email.”
Purchase was quick, easy, issued instant gift certificate, and met expectations.
“provided a gift certificate instantly”
Process was easy and straightforward and company was praised.
“Easy, straightforward and the company is great!”
Had trouble booking online but chat support promptly booked the experience.
“was able to get my experience promptly booked.”
Support agent Lufti quickly resolved booking issues and kept me informed.
“Lufti was great, thanks”
Easy purchasing process with many options available.
“Easy to purchase and many options to choose from”
Used a 20% coupon to visit QC spa and was pleased.
“Virgin Gifts had a 20% of coupon.”
Gifting was easy and the reviewer anticipates their friend's experience.
“It was easy to gift and I can't wait to hear about my friends experience.”
Paid upfront for an experience that was unavailable and requested a refund.
“I pay upfront for an experience and then find out it’s unavailable.”
Purchased voucher without available dates and now needs a refund.
“there are no dates/times available for me to use my voucher.”
Bulelwa X provided very helpful assistance with concerns.
“Bulelwa X was great!”
Agent Lufti helped reactivate an old voucher so it could be used.
“Lufti was able to help me out and make it work again on the website.”
Easy to purchase and book the experience; reviewer recommends it.
“Easy to purchase and book experience.”
Website navigation and purchase process were quick and easy.
“It’s quick and easy to navigate website”
Uses Virgin Gifts for unique experiences unavailable elsewhere.
“They offer so many unique experiences that I can't find anywhere else.”
Buying process was easy and straightforward.
“Buying was easy and straightforward.”
Offers a unique selection of gifts with reasonable prices.
“Great and unique selection of gifts.”
Customer service processed a prompt refund within the return window.
“Phelela was super diligent in processing the request.”
Tour guide Clayton was informative, entertaining, and knowledgeable.
“Clayton could not have been a better guide.”
Sunset cruise was nice but overcrowded and lacked narration.
“it was overly crowded.”
Website error caused double charge and recipient did not receive link.
“Got error messages but still was charged twice.”
Booking was cancelled less than two weeks before their trip, causing disruption.
“OUR TICKETS HAVE JUST BEEN CANCELLED LESS THAN 2 WEEKS BEFORE OUR BOOKING”
Support agent fixed password and account issues promptly and professionally.
“Miss Michaela Snyders fixed my issue promptly.”
Ordering a gift card was seamless and easy to follow.
“The ordering experience was seamless”
Customer service lacked direct contact and was described as horrible.
“Customer service is horrible.”
Had a great time with excellent service and experience in Napa.
“Had a great time great service great experience.”
Site offered many choices and a quick, easy purchase experience.
“So much choice, but also so quick and easy...”
Escalated care specialist Kay Carrington handled the issue swiftly and professionally.
“Kay Carrington our Escalated Care Specialist handled our minor issue with speed”
Gift intended for recipient was sent to purchaser, causing confusion.
“This was supposed to be sent as a wedding present through JOY but you sent it to me.”
Gift email failed to deliver on the specified date and chat support stopped responding.
“Recipient did not receive the gift email on date specified”
Purchasing was easy but redeeming was difficult and added no value over direct booking.
“the redeeming process is a nightmare.”
Claimed fraudulent purchase; company did not void the purchase, allowing voucher use.
“This experience was purchased fraudulently by someone else using my credit card.”
Bought gifts easily on the website; experiences have not yet been booked.
“the web site is great easy to buy.”
Had reservation difficulties, but support agent Michaela helped secure time slots.
“Michaela was very helpful in making sure I got the time slots needed.”
Booking system was not real-time and support did not respond for refund.
“The booking system is not real time”
Voucher email was delayed by a day, causing frustration about slow delivery.
“Unfortunately the voucher was sent only the next day”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Cloud 9 Living runs an e-commerce site selling experience gift vouchers and e-gift certificates. The site lists experiences run by local and regional third-party operators and takes payment through its online checkout. It emails digital vouchers, and customers can manage them through online account tools. Support is available via chat and email for booking help and account problems.