Amazing Travel Adventures

To Whom It Concerns: Here is all the documentation that goes along with this clientShe had already threatened to sue me in small claims court via a text message so as of 20MARI was advised by my lawyer that since I have given her all the information she has asked for I no longer should speak with herYou can see in the emails that I have explained to her that the refund she is disputing is not in my control as it is coming directly from the Travel Operator that my company booked their vacation packages through, which is Universal Orlando ResortsThere is no actual exchange of monies between my company and the client I have also attached a contact outline as well as notes per advice from my lawyer on 20MAR17, I did update to add that I did respond after I was advised by my lawyer to let the client know that Universal informed me on 7APRthat the refund was in the process stages, per [redacted] You will also see that I have attached notes from today, after receiving the complaint letter, that the refund was issued on 21APRSince it was a Friday it might not show up on the client’s statement until business days after that date You will also see in all the emails that I provided that I did respond in a timely manner and that I had sent the client all the documents that are being claimed that I did not sendYou will also see that I also made changes for the clients on the day before they were to leave during time when I should have been eating supper with my familyAlso please note that I explained to the client that I had not received one of the e-documents for the changes that were made and informed them that the reservation number did not change and they would be able to use the old documents and reservation number when they arrived at the resort if I had not received them and forwarded them to the client (I did not receive those documents until after the client had been checked in at the resort) Lastly you will see that I have attached a faxed document directly to the Daytime Manager, [redacted] , from the resort they stayed at to give the client a room credit as well as to pay for days of their parking fees because of the issues they felt they had with my servicesIn the end, I got all the parking fees waived for them I would like to personally note that my agency does not charge any type of planning fee so it cost her nothing out of pocket for my services Please let me know if there is anything else you need from meI would like to get this issue resolved and in the past

Complaint: [redacted] I am rejecting this response because: I acknowledge an email I sent to agent on March 19, 2017, stating I would consider consulting Revdex.com and small claims court We arrived at the hotel and the parking had not been taken care Our day park to park tickets were not available We lost half of a park day waiting to get our tickets because of the mix up I tried calling and texting from the hotel at that time stating the problems we were having And, yes, I was frustrated having spent $for this trip She did not return my calls or messages the entire day or the any day after The hotel manager spoke to me and took care of it She also said I would receive trip refund within 2-weeks from cancellation which took place on 3/11/ That did not happen I, too, have saved all my emails I did not file this complaint until 4/19/while on hold with Universal Studios seeing if they could help with the refundAgent did return email on April 7th only saying refund was processing If it was processing at that time, I should have had it in my account by now UNIVERSAL STUDIOS, although they said the agent should have been taking care of this issue, helped me They took all my information My case number is [redacted] I was told my refund should be in my account by April 28, As of today, it is not, but it is not the 28th All of this happened because I did the work, not the agent I employed I feel any future clients should be made aware of potential problems using her as an agent Sincerely, [redacted]

The refund was completed on 4/23/

In response to the client, I take legal threats very seriously as this is my family’s livelihood that was threatened.  Again after speaking with my lawyer on this situation, here is my responds to the new claims.   Parking is never taken care of until the time of check out, the front desk should have told the client that. I called and again spoke with Mr. [redacted] and he said he did not know why the guest service person did not tell them that at the time of check in, again this is something that I have no personal control over. Mr. [redacted] did confirm that he had received not once but twice my request to pay for 2 days of parking as well as to give the client a $75 room credit from my agency as a retribution gift. As far as the tickets and the loss of “half of a park day.” Again that was out of my control. The reservation was done correctly, I again had a Universal Studio Resort employee look over the changes I made, which were less than 24 hours before time of travel for the client as well as during my family’s dinner time (which don’t get me wrong I do not mind doing things like this for my clients. I want them to get everything they want but because I am being accused of not responding in a timely manner or being helpful I want to make note of this again. My 8 and 11 year old daughters can vouch that I was in my office on that Friday evening and not at the table eating the dinner I cooked for my family). The reservation was check and no errors were made on my end. While speaking with the employee he did verify that the confirmation number ([redacted]) was still the same reservation with the new tickets. The only issue that the employee could think of that could have happened was with the computer system. Again, something I personally have no control over. If it had been a mistake I made it would have shown in the reservation and there was no mistake.For the refund, I again have no control over that. Any company you call, like Universal or even Disney for example, you do not get to speak to the same employee every call. So you do get different information 99.9% of the time when you call. I passed along the information that I was given to the client. Again, I personally have no control over how Universal Studio Resorts process their refunds to credit cards. I do have a request into Universal Studio Resorts’ finance department to see if they can provide me with some sort of confirmation on when the refund was processed and sent to the credit card company. I was informed that it is not normal practice for them to do this but would try and see if they could provide me with something (if I do receive something I will of course forward it to you).Again I have called Universal Studio Resorts twice after receiving this second letter (you will see me conversation notes attached) to ask about the refund. It was sent to the clients credit card company on April 21, 2017. At that point it was in the hands of the credit card company and their processing department. Again something I have no control over. Also when talking with the Universal Studio Resorts employee, I gave the case number referenced in the letter. I was informed that he could find nothing with that number. Again while speaking with Universal Studio Resorts, I asked the employee to look into the call notes to see exactly how many times the client did call. One both reservation numbers ([redacted] and [redacted]) there were no notes showing any calls from the client. I also know it is Universal Studio Resorts (and this goes with any other travel operator such as [redacted], etc.) that if a client calls the employee cannot speak with the client as it was an agency booking and the employee is supposed to direct the client back to the booking agent, which would be me. So I do have a formal complaint with Universal Studio Resort at this time because of this. Universal Studio Resort has given the client information that is not correct because of the two packages being booked through an agency. Again this was something I had no control over and unfortunately has cause many issues with this specific client. By no means and I saying the client did not call, but I do know that all travel operators make call notes within the reservations when a call has been made for that reservation. At this point I personally have not been paid at all for the two packages this client purchased through my agency. But stating that “all of this happened because I did the work, not the agent that I employed” I feel is not true at all. I have always passed along the information that I had when asked of as well as took the extra time to make sure the client got the upgraded ticket package that they wanted on the Friday evening before they were to leave on their trip. I have also continued to follow up on the refund for this client after being threatened with a law suit and still responded against the advice of my lawyer.   I am to the point that I do not feel there is anything I can do to make this client happy. I have given them the time and attention just like I give all my clients. We agreed on a retribution before the client traveled ($75 room credit for the client to use while on vacation as well as 2 days of parking being pay. This total was over $100) and again because of bad information relayed from an onsite Universal Studio Resort employee, I have been made to look bad.   Again everything that I am being accused of not doing, is something that was out of my control. I was fighting against wrong information given to the client when directly calling Universal Studio Resorts instead of coming directly to me. Please also note  that I personally costed nothing out of pocket for clients to use my services. They are free unlike other agencies who charge a planning fee. I only get paid through the travel operator after travel had been completed.   I hope I have shown you that I have done everything within my power for this client as well as to make it right. Please pardon that my response is later then I had planned. We have been battling the flood waters where we live.

To Whom It Concerns:   Here is all the documentation that goes along with this client. She had already threatened to sue me in small claims court via a text message so as of 20MAR2017 I was advised by my lawyer that since I have given her all the information she has asked for I no longer should...

speak with her. You can see in the emails that I have explained to her that the refund she is disputing is not in my control as it is coming directly from the Travel Operator that my company booked their 2 vacation packages through, which is Universal Orlando Resorts. There is no actual exchange of monies between my company and the client.   I have also attached a contact outline as well as notes per advice from my lawyer on 20MAR17, I did update to add that I did respond after I was advised by my lawyer to let the client know that Universal informed me on 7APR17 that the refund was in the process stages, per [redacted]. You will also see that I have attached notes from today, after receiving the complaint letter, that the refund was issued on 21APR17. Since it was a Friday it might not show up on the client’s statement until 5 business days after that date.   You will also see in all the emails that I provided that I did respond in a timely manner and that I had sent the client all the documents that are being claimed that I did not send. You will also see that I also made changes for the clients on the day before they were to leave during time when I should have been eating supper with my family. Also please note that I explained to the client that I had not received one of the e-documents for the changes that were made and informed them that the reservation number did not change and they would be able to use the old documents and reservation number when they arrived at the resort if I had not received them and forwarded them to the client (I did not receive those documents until after the client had been checked in at the resort).   Lastly you will see that I have attached a faxed document directly to the Daytime Manager, [redacted],  from the resort they stayed at to give the client a room credit as well as to pay for 2 days of their parking fees because of the issues they felt they had with my services. In the end, I got all the parking fees waived for them.   I would like to personally note that my agency does not charge any type of planning fee so it cost her nothing out of pocket for my services.     Please let me know if there is anything else you need from me. I would like to get this issue resolved and in the past.

Complaint: [redacted]
I am rejecting this response because:  I acknowledge an email I sent to agent on March 19, 2017, stating I would consider consulting Revdex.com and small claims court.  We arrived at the hotel and the parking had not been taken care.  Our 4 day park to park tickets were not available.  We lost half of a park day waiting to get our tickets because of the mix up.  I tried calling and texting from the hotel at that time stating the problems we were having.  And, yes, I was frustrated  having spent $4300 for this trip.  She did not return my calls or messages the entire day or the any day after.  The hotel manager spoke to me and took care of it.  She also said I would receive trip refund within 2-3 weeks from cancellation which took place on 3/11/17.  That did not happen.  I, too, have saved all my emails.  I did not file this complaint until 4/19/17 while on hold with Universal Studios seeing if they could help with the refund. Agent did return email on April 7th only saying refund was processing.  If it was processing at that time, I should have had it in my account by now.  UNIVERSAL STUDIOS, although they said the agent should have been taking care of this issue, helped me.  They took all my information.  My case number is [redacted].  I was told my refund should be in my account by April 28, 2017.   As of today, it is not, but it is not the 28th.   All of this happened because I did the work, not the agent I employed.  I feel any future clients should be made aware of potential problems using her as an agent. 
Sincerely,
[redacted]