All Inclusive 4U Vacations

This letter is in response to the complaint that was initiated by our client Mr.. We would like to take the opportunity to apologize to Mr. if he feels as though he hasn't received our level best in customer service. Mr. purchased a travel package from All Inclusive 4U Vacations on February 14, 2018 and paid a total of $1,310.00 for 6 separate vacations. Mr. package included a mixture of domestic and international destinations as well as a combination of ali~inclusive and non~inclusive stays. When Mr. purchased his package with us, he was advised at that time, that the intemational resort stays would require that he pay resort fees and taxes at the time he was to call and schedule his reservations. With regards to the domestic and non-inclusive locations, it was explained upon purchase to Mr. that he would be responsible for any incidental costs or any fees that one would normally incur while on vacation, such as but not limited to: meals, transportation, gratuities, hotel room taxes, if you were to use any rooms sen/ice, make any long-distance phone calls from the room, etc.

As a business of integrity, we do not use any immoral, bait and switch, high pressure or "hard selling" tactics to sell our product that Mr. has chosen to label our company with. As a matter of fact, the day after Mr. purchased his vacation package with our company, he called in with questions about the resort fees that were associated with the International, all-inclusive stays in the package. He was confused and thought that all of his resort fees and taxes were already paid for because he chose to
upgrade his package. With the upgrade that he willingly added to his vacation package, he received 3 additional all-inclusive days and nights to both his Cabo San Lucas vacation, his Costa Rica vacation and one extra all--inclusive day and night in Cancun, Mexico, as well as additional year to travel on the package. After review the voice audio recording with Mr. and explaining the upgraded options that he chose to add to his package, we offered Mr. back the $500.00 that he paid to add the extra nights and additional time to his package, but he refused the offer and asked that we keep the package as he had originally purchased it.

We are extremely disappointed to hear of Mr. frustration. Mr. references in his complaint that we hid pertinent details; however, to indicate that we "hid" or did not advise him of any additional fees is just not accurate. Furthermore, the amount that he states he paid of $75.00 per night is complete false and in fact the specific and accurate cost of $38.54 per night was not only advised to him verbally, but it was also stated in the confirmation letter that he received via email once his stay was confirmed. This is actually the first time that we are hearing of this concern, as he never brought this occurrence to our attention and he traveled way back on April 18, 2018 yet he still proceeded with booking more reservations. Additionally, Mr. purchased his package with the understanding that he would attend a preview for vacation ownership or for that of a travel club membership. Since Mr. was dissatisfied with the selection of properties that we had offered to him, we went above and beyond to ensure that he stayed at a property that he would be happy with, therefore forgoing the option that would have obligated him to attend a preview, which is how our promotional offers work. Not only did we lose out on potential revenue for the promotional preview, but we also paid out of
pocket for the entire Las Vegas stay to ensure Mr. satisfaction. Although Mr. is stating otherwise, we went out of our way because it matters to our company that our clients are happy. l have attached the confirmation letter that he received for the Las Vegas reservation that shows what Mr. was responsible for. In additional to the "hotel fees" being given to him in writing, these incidental costs (costs normally incurred while on vacations) were also discussed with him when he originally purchased his package. When Mr. called to schedule his Orlando stay, we offered him several properties in the theme park area. We informed him that we were gaining a new contract with many other locations in the Orlando area and across the country, but we weren't sure how much longer it would be before we could begin booking reservations with these new properties. He chose to wait to see what was offered. We spoke to Mr. on a pretty regular basis, at least once a week, if not more. During this waiting for our new partnership and the release of new properties Mr. change his Orlando Eocation to Lake Tahoe. Unfortunately, no we did not have availability for his desired travel dates in Lake Tahoe. We would like it to be very clear that if we are advising a client or guest that we do not have availability at a particular location there is nothing we can do to make a hotel or property become available. When Mr. states that we advised he would have to move his dates or pay more money per night is very misleading and that is not the way we do business.

On October 17, 2018, Mr. called to schedule the all-inclusive Cancun portion of his package. He is accurate in stating that James was a new employee at the time that he references in his complaint. As with any new employee, James went through a thorough training process, but people learn in different ways and at different paces. As a company, we would ALWAYS prefer that one of our representatives be forthright with our clients and explain that if they do not have the correct answer to a question that they will and the answer, rather than giving incorrect or misleading information. Therefore, James turned the questions over to ***, who is our Reservations Department Supervisor to properly address Mr. questions. She recalls the conversation as Mr. describes it. He was extremely irate. When he purchased, he was given a choice of three different resorts. After discussing the properties that he had options of, Mr. was yet again dissatisfied with the options that came with his package. We then sent him a list of other properties that he could choose from. He chose a property that required a room upgrade. This was not offered to him during his original purchase because we do not offer a product that would require additional fees without disclosing this information up front. After sending Mr. the list of alternate properties and advising that there was an additional cost for the room upgrade due to the fact that we were again booking a destination that fell outside the parameters of the package, *** made the decision to financially cover the cost of the room upgrade to ensure Mr. happiness.

The reservation was completed and protocol was followed as with all of our reservations. The call is recorded and permission is granted by the client to record the call. A short series of questions is asked, including the question of whether Mr. and his guest are either United States or Canadian citizens. This is a requirement of the resort and we are contractually obligated to ask this of all clients for all destinations. Some properties or resorts allow other countries of origin to be acceptable but in this case Mr. and his guest would need to be either a U.S. or Canadian citizen. Mr., without hesitation answered YES! The reservation process was completed and sent to the resort for processing. Upon intake and processing of the reservation Mr. was sent the terms and conditions for the stay. It was not until this time that he called our office to inquire further about the terms and conditions. After much back and forth with ***, Mr. finally revealed that his is in fact, NOT a United States citizen, nor is he even a legal resident of the U.S. or Canada for that matter. He finally provided truthful and accurate information as to his legal status for being in the U.S. He is here on a Visa and that would disqualify him from being the primary reservation holder for the promotional stays forthe international destinations in his package. This does not mean that he could not still travel on the package. Had he been truthful with us from the beginning we would have been able to advise exactly how he is still able to travel on the package. If a set of circumstances were to prevent a guest from traveling on any portion of the package, we would make other arrangements for the guest/client to travel. If we are not able to accommodate a client with a comparable location then we would happily and promptly issue a refund to the client because we are an upstanding, fair business of integrity and we do not do business in a deceitful or malicious manner.

As per the recommended instructions that are outlined in the complaint that we received from the Revdex.com, we attempted to reach out to Mr. to resolve the situation with his complaints. He accepted none of the attempts to reach him. In fact, he waited until late in the evening when he knew that there would be no one in the office to take his call and informed us on a voicemail that we were now harassing him and to make no further attempts to contact him. As a company we take any and all complaints or concerns very seriously. We also take great pride in providing our clients with only our level best in customer care and our number one priority is to provide our clients with the expected outcome of many wonderful vacations. ln return, we hope that our clients will think to contact our company first before any other with their travel needs and desires. This road must run both ways for there to be a successful relationship between us and our clients. If we are given false or misleading information to begin with then that relationship is likely going to be strained. lt is for this reason that we were happy give Mr. his money back. We do not wish to do business with anyone who cannot afford us the same opportunity of truthfulness that one would expect from our company in the first place.

Mr. has been refunded, in full, the desired amount of $1,428.00 and any outstanding, previously confirmed reservations have been cancelled in his name.