Great Value Vacations

Review: WE TOOK A TOUR TO ICELAND LAST MONTH THAT INCLUDED ROUND TRIP AIRFARE, TRANSFERS TO AND FROM THE AIRPORT IN ICELAND, FOUR NIGHTS OF HOTEL ACCOMODATIONS, DAILY BREAKFAST, ONE LUNCH, A CITY TOUR AND THE NORTHERN LIGHTS TOUR. AS PER INSTRUCTIONS, AFTER CLEARING CUSTOMS, WE BOARDED THE FLYBUS TO THE NATURA HOTEL, ONLY TO FIND OUT UPON ARRIVAL, THAT OUR RESERVATION HAD BEEN CANCELLED. WHEN WE CALLED THE LOCAL REPRESENTATIVE FOR THE TOUR OPERATOR, WE WERE TOLD THAT WE WOULD BE STAYING AT THE REJIAVIK LIGHTS HOTEL INSTEAD AND THAT TO GET THERE WE WOULD HAVE TO TAKE A TAXI, AT OUR OWN EXPENSE (27.00). SINCE THE REJIAVIK LIGHTS HOTEL DID NOT HAVE ANY RESTAURANTS, WE DID NOT GET THE LUNCH THAT WE WRE PROMISED. THE PSOLE REASON THAT WE ELECTED TO GO TO ICELAND IN THE WINTER WAS TO SEE THE NORTHERN LIGHTS, WHICH WE DID NOT GET TO SEE. WE WERE SCHEDULED TO TAKE THE TOUR ON THE THIRD NIGHT OF OUR STAY. IT WAS CANCELLED DUE TO BAD WEATHER. IT WAS LIKEWISE CANCELLED THE FOLLOWING NIGHT AS WELL. HAD THE TOUR BEEN SCHEDULED FOR THE FIRST NIGHT OF OUR VISIT, WE WOULD HAVE HAD FOUR CHANCES TO SEE THE NORTHERN LIGHTS, RATHER THAN JUST TWO.Desired Settlement: REIMBURSEMENT OF $201.00; NORTHERN LIGHTS TOUR - $144.00

LUNCH---------------------- $ 30.00

TAXI TO CORRECT HOTEL--$ 27.00

Business

Response:

RESPONSIBILITYPayment of the trip itinerary constitutes consent to all Legal policies and terms and conditions described here. Neither the [redacted] nor any mentioned or unmentioned subagents/affiliates shall be held responsible for any personal injury, property damage or other loss a passenger incurs on any tour arising from acts or omissions by any air carrier, public transport company, hotel, car rental company, subcontractor or other person or organization, whether or not such company is rendering any services supplied on the tour. All tickets and vouchers are issued and supplied subject to the foregoing and to any and all terms and conditions under which transportation and services are provided. The Tour [redacted] accepts no responsibility for losses or expenses due to delay or changes in schedules, flight cancellations or miss-connections due to mechanical problems, sickness, quarantine, weather, acts of God, strikes, government actions, war, terrorism or other circumstances beyond its control. Passengers must bear all such losses or expenses. To guard against unforeseen circumstances, we recommend you purchase our optional travel protection plan offered with each booking. The Tour [redacted] reserves the right to alter prices at any time prior to departure and without prior notice if circumstances so warrant. Any devaluation or revaluation of currencies may affect published prices.as an exception to the above policy, the client was refunded $147. Breakdown, Northern lights tour $80, Lunch $40 and taxi fees $27.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Of THIS IS IN REFERENCE TO COMPLAINT #[redacted], WHICH YOUR AGENCY HAS MARKED "CLOSED". THIS BUSINESS INDICATED THAT A REFUND OF $147.00 HAD BEEN MADE. I HAVE NEVER RECEIVED ANY REFUND. I INDICATED THAT I WAS SATISFIED WITH THE RESULTS, PENDING RECEIPT OF THE REFUND. SO AS FAR AS I AM CONCERNED THIS MATTER HAS NOT BEEN RESOLVED.

Sincerely,

Business

Response:

Our records indicates the the refund was processed on March **, 2015. Due to processing times between merchants usually takes 2-3 business days to show on the client statements. We recommend the client check with his or her credit card merchant for verification.Kindest Regards,Great Value Vacations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a package to travel to Ireland with travel insurance. Unfortunately, I was unable to go due to a medical emergency which I contacted them prior to my scheduled departure date which was June *, 2015. Since then, I've provided a Drs note and it has taken over a month for any type of resolution. Today I was told I would receive a 50% refund from the hotel, 100% refund from rental car and the airline (United) is only providing a credit to use only if I go on the same exact flight and connections good through April 2016 plus a rebooking fee. What's the point of purchasing travel insurance if it doesn't aid you in an emergency?!?!Desired Settlement: I would like the hotel to offer a full refund and the airlines to offer either a refund or a voucher to use for the same amount to destinations of my picking.

Business

Response:

[redacted] booked a non-refundable vacation package to Ireland on April *, 2015 for travel commencing on June *, 2015. This package included roundtrip airfare, hotel accommodations and rental car. [redacted] purchased Travel Insurance from TripMate. The TripMate Trip Cancellation Waiver, Plan #[redacted], provides a full refund as long as the trip is cancelled 72 hours prior to departure. Inside 72 hours prior to travel, full cancellation penalties apply and no refund is provided. [redacted] was provided the below information about the TripMate Cancellation Plan at the time she chose to purchase the insurance when booking on our website, and again on the voucher for the insurance that was emailed to her on April **, 2015: "Trip Cancellation*: The Trip Cancellation Waiver is designed to protect your investment on all featured self-drive and customized bookings. You may cancel your trip up to 72 hours prior to departure for any reason and you will receive a refund equaling the full amount of all payments made, less any Travel Protection Plan Cost and fees. Passengers who chose to rebook their vacation and originally booked airfare must rebook air on original air carrier. Coverage goes into effect on the day the premium is received. The cost of this coverage is 8% of your total trip cost and must be purchased at time of booking. Full description of coverage can be found by visiting [redacted]. Pre Departure notice of cancellation must be made during normal business hours (9AM to 5:30PM, Monday - Friday and 10AM - 6PM Saturday, Eastern Time) by calling ###-###-####. Note: Inside 72 hours prior to travel, full cancellation penalties will apply. Plan fees are not refundable at any time. *In the event of partial cancellation, (when one or more members of party cancels), a refund will be provided for anynon-shared products or services provided cancellation follows procedure above * Name change fees are not covered nor are changes or upgrades to package components Claims for travel insurance related benefits(post departure benefits) should be made to Trip Mate Inc. ###-###-#### or [redacted] Plan #: [redacted]." When [redacted] called Great Value Vacations regarding her medical complications she did not cancel prior to travel. [redacted] was not entitled to any benefits from the insurance and acknowledged she was aware that she missed the 72 hour time frame for a refund. June *, 2015 at 6:36pm EST[redacted] called us on June 5th stating that she may not be able to travel on June [redacted] due to complications from a recent medical procedure. [redacted] acknowledged that she was aware of the 72 hour window and that she missed the time frame for a refund, but wanted to know if there was a way to move the flight to a different date. Our Agent informed [redacted] that was not possible. [redacted] did not cancel the trip at this time.June *, 2015 at 6:38pm EST[redacted] called us again and spoke with a different Agent. She explained she had a procedure done and might not be able to fly. The Agent advised her that she was past the 72 hour window. [redacted] acknowledged this and conveyed that she was not sure if she was cancelling or not. Our agent advised [redacted] that she would make a notation in the account and that she should please call us and let us know if she was not going to make her June [redacted] departure and was cancelling the trip.June *, 2015 12:18pm EST[redacted] called us and explained to the agent that she did not travel on June [redacted] as she was in the hospital over the weekend. [redacted] asked about a refund. The Agent advised she was past the 72 hour window and that she email customer service for assistance.June *, 2015[redacted]’s Dr. sent an email to say [redacted] had been unable to travel.June *, 2015 6:55pm EST[redacted] called to confirm that we received her doctor’s email.June **, 2015Great Value Vacations sent [redacted]’s doctor note to the airline, hotel and the rental car company. [redacted] did not contact us prior to her departure on June [redacted] to advise us that she was not traveling. [redacted] did not travel on June [redacted] and the airlines and hotel contacted Great Value Vacations informing us that [redacted] was a no show. On June [redacted] contacted Great Value Vacations to let us know she had not traveled on June [redacted].[redacted] did not cancel her vacation prior to the 72 hour window and was not entitled to any refund. Due to [redacted]’s circumstances Great Value Vacations agreed to make an exception and contact our vendors to secure as much of a refund as possible.Great Value Vacations contacted the hotel on behalf of [redacted]. Because [redacted] did not advise us in advance that she was not traveling we were unable to provide the hotel advance notice. The hotel considered her a no-show and we were under full penalty from the Hotel. We reached out to the hotel on [redacted]’s behalf and they graciously offered to refund 50%. [redacted] was also considered a no show on the airline. We contacted United Airlines on [redacted]’s behalf. United Airlines agreed to issue a credit to [redacted] for the full value of her ticket towards the purchase of another ticket to Ireland through Great Value Vacations. According to airline policy she is not entitled to a refund, as refund exceptions are granted based on the inability to travel in the future. [redacted]’s illness did not qualify for a refund exception, however the airline did agree to reissue the full value of her ticket for later travel and to waive their $350 reissue fee, less a $50 processing fee.Great Value Vacations contacted the rental car agency on behalf of [redacted]. The car rental agency agreed to refund 100% of [redacted]’s payment.On July **, 2015 [redacted]’s her credit card was refunded $1013.00 representing the 50% refund from the hotel and 100% refund for the rental car. There is a credit on [redacted]’s reservation for the full value of her ticket, less a $50 airline processing fee. [redacted] can use this credit to reschedule her trip to Ireland. This credit is good until April 2016, one year from the original date of purchase. [redacted] did not cancel under the terms of the insurance and was not entitled to any refund at all. Regardless of this, Great Value Vacations empathized with [redacted]’s medical emergency and arranged for an exception to the policy. We regret that [redacted] was unable to take her trip due to her illness, but feel every effort was made to obtain as much of a refund to [redacted] as our vendors would agree to, and offer her the opportunity to reschedule her trip. We believe that the hotel, car rental and airline were fair in making an exception and offering her a refund. Sincerely, Cynthia M[redacted]Great Value Vacations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Great Value Vacations sold me a deal for a roundtrip ticket to Dublin with hotel included for $699. On their [redacted] page, they said that it would be $699 for travel between 11/*-11/**. Upon calling, I was informed that it would be an additional $700 if I wanted to travel on 11/*. 11/* is within the date range that they sold me a trip for $699. Their only explanation was that the prices of the airfare increased for 11/* so now they're charging more for that date. It's rude, bad business, and fraud.Desired Settlement: I should get the trip to Dublin for the dates I would like for the $699 I paid per person. Great Value Vacations needs to honor the deal they sold me and pay for the difference in airfare.

Business

Response:

This complaint refers to our Dublin City

Vacation marketed through [redacted]. This package has limited daily availability

and redeemed on a first come basis. As per the terms and condition list on the advertised

web page indicates “Advertised vacation package prices are based on select

departures as noted on the booking calendar and were available via the Great Value

Vacations website and may not represent current prices”. Also on [redacted]

website states “Additional fees: Airfare subject to availability. Additional

fees may apply for some departure dates.

In the event the advertised package price is

not available to the choice of dates of the customer, they have the options to

choose another date when applicable for the [redacted] prices or pay the

applicable supplements for the dates of their choice.

Review of the price calendar as shown on our

website, there are numerous other dates for the $699 price range that is

available for the client to book. We are ready and willing to assist the client in booking one of those dates.

we trust the above satisfy the client inquiry.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the business is going to continue to insist that they did not falsely advertise when they did. I do not want to continue a pointless debate with them. They clearly have little integrity. I hope this complaint is added to a pile of complaints that eventually exposes them for the fraudsters that they are.

Sincerely,

Review: I requested a quote for a vacation. The quote I received was incorrect in regard to dates, length of trip and cost. I inquired If it was possible to tailor trip to what I needed and was told via email that I could. I then requested an updated and accurate quote. I never received a response and called the office at which time I was told the dates were no longer available and that the information I was given was incorrect and I would be charged extra to have 2 hotel rooms and one car instead of 1 hotel room and 2 cars. When I informed customer service representative that I had been told that I could have vacation package tailored to my party's needs I was told that was not correct and no efforts were made to assist me in obtaining a fair package.Desired Settlement: I would like for company to provide services that were quoted.

Business

Response:

When there are 3 people traveling together there are two ways to configure the trip with regard to hotel rooms. It can be set up as a triple room, where all 3 people share one room. Alternately we can set it up where 2 people share one room and the third person has their own room. In this configuration the person with their own room will pay a single supplement fee. In the travel industry the single supplement is a standard procedure that is applied to a traveler who travels alone but will use a room that caters for two.

I apologize that our agent informed you that the quote was for 2 rooms but this was an error. The agent did follow up by sending you the written quote via email, though the agent did not notice at that time that it was for a triple room. As you can see, the written quote you received for was for 6 nights, departing August [redacted], and had each person paying $1299, with no supplement for the single room occupancy, because it was based on triple occupancy.

I listened to the call you made to our offices to follow up on the quote and the agent you spoke to was correct when she explained the single supplement would apply if you wanted 2 rooms. She did not say that the date is no longer available. Your date is still available and we would be happy to requote you for 8 nights, departing on August [redacted]. However, in order for each traveler to pay the same amount, and avoid the single supplement fee, we can only arrange the package as a triple room. This arrangement would provide one compact size car for 3 people. Please let me know if you would like us to send you a quote. We would be happy to quote you both available options.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Unfortuntely, there were multiple (conveniently unnamed) agents with whom I worked and I was given conflicting statements from each agent with whom I communicated. I WAS told that the date was no longer available and the claim that I was not, further demonstrates a lack of integrity within your agency. I understand that the single occupancy rate is standard; my complaint is that I specifically asked if that could be waved and was told yes. I have emails that document this but despite this you are not willing to honor what I was told and are trying to say that what I have written in black and white is not true. Moreover, your agency's practice of never providing an agent's name in response to any of my emails also demonstrates that your agents practice deception and plausible deniability. I no longer wish to receive services from your agency as I suspect your practices are fraudulent, or at best, dishonorable and incompetent.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On 4/**/14, [redacted] with Great Value Vacations emailed me advising they would be mailing a check in the amount of $251.00 to my home address. I emailed [redacted] my address the same day. On 4/**/14, I emailed [redacted] inquiring about the delay in receiving the check and I did not receive a reply email or phone call. On 4/**/14, I telephone [redacted] again inquiring about the monies owed to me and requested a return phone call or email. I have yet to receive any response from [redacted] and I still have not received my check in the amount of $251.00. I do have the email from [redacted] stating he was going to be sending a check.Desired Settlement: I would like the check in the amount of $251.00 mailed to my home address as soon as possible.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I attempted to book a vacation online on January *, 2015. I was sent an email stating that Great Value Vacations was unable to confirm my reservation, so please call customer service. I called customer service. I was told that a supervisor would have to call me back. No one called me back. I called again. I was told the same thing. Before I hung up, I told the customer service representative that I needed to hear from them by the end of business that day (January **, 2015), or I would be canceling my reservation and taking my business elsewhere because I was losing confidence in their ability to perform the services for which I was paying.

I not only never heard from them, even after a subsequent email in which I stated that if I did not hear from them right away that they would be hearing from my attorney (not an idle threat--I have spoken to my attorney), I subsequently learned that they had charged my credit card for the entire amount of the vacation--all WITHOUT EVER CONFIRMING MY RESERVATION!

I feel their behavior has been fraudulent and unethical.Desired Settlement: I want the entire charges on my credit card refunded.

Business

Response:

The client credit card was refunded in full.Best regards,

Review: Booked a prepaid vacation to Ireland through this company 9/*/15 to 9/**/15 this included hotel reservations at 4 hotels. When I arrived all hotel reservations had been cancelled. I incurred international phone charges trying to get them to resolve it and they never resolved the reservation problem or provided alternative arrangements. The hotels were kind enough to provide alternative arrangements for me or I would have had no where to stay. This caused considerable extra expense and problems for me and ruined some of my vacation. I have tried to register a complaint with them numerous times by phone but was told there was no one to take my complaint. I emailed a complaint but got no response.Desired Settlement: Partial refund of my prepaid vacation charges .

Business

Response:

Dear [redacted],We show compensation of$546.45 was paid to [redacted] on Sep **, 2015. This amount represents the cost of the hotels in question and goodwill to the client.Best regards,Harpaul E[redacted]Great Value Vacations

I purchased two trip vouchers online to be used at Great Value Vacations. The trip they organized has a landing time of 5am in the morning local time in IRELAND. I called the hotel and they do not accommodate guests that early and that I would have to book an additional room. I called the company to ask for assistance on this matter and in summary they offered to do NOTHING. They reminded me that I booked using a voucher, WHICH THEY PUT OUT THERE FOR PURCHASE, and that I needed to contact that them a week earlier to give them time to make requests to accommodate an early check in. I tried to remind her that this is supposed to be a package deal where I am not supposed to TAKE CARE OF ANYTHING and she continued to babble excuses that frustrated and upset me more.

This is pathetic excuse for customer service, how are you going to send someone to an international location and not warn them that they might have to deal with this. This is a terrible company to book with, expect nothing from them! The only thing that the phone operator did well was push blame on the customer.

BE WARNED GREAT VALUE VACATIONS ARE ONLY A VALUE BECAUSE THEY MAKE YOU PAY FOR COMFORT AFTER THEY TAKE YOUR MONEY!!!