Apple Vacations

Initial Business Response / [redacted] (1000, 5, 2014/07/29) */ Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr [redacted] complaint to our attention and your patience as we pursued this matter on his behalf Our records indicate that Mr[redacted] has previously been in contact with our Customer Care DepartmentUpon receipt of his initial correspondence, we contacted the management of the Vik Arena Blanca [redacted] Beach Resort for review and considerationAs per our previous correspondence, Apple Vacations has arranged for a refund in the amount of $totalThis refund was processed to Mr [redacted] credit card on file on July 17th, While we certainly appreciate Mr[redacted] concerns, we can assure you that his comments are not reflective of the usual feedback that we receive about this propertyPlease understand that the Vik Arena Blanca [redacted] is rated as a Apple property in our brochures and on our website (www.applevacations.com)We will continue to monitor the property to ensure that the standards that are expected are being maintained Upon receipt of Mr [redacted] most recent correspondence we have contacted the management of the Vik Arena Blanca & [redacted] Beach again for considerationWe are in receipt of a response from Mr[redacted] , Resident Manager of the hotelMr [redacted] regrets any disappointment that Mrand Mrs[redacted] experiencedThe hotel regrets that they were initially unable to accommodate Mrand Mrs [redacted] bedding requestThe hotel has stated that the honeymooners were provided with a complimentary upgrade to an Oceanfront SuiteAfter which, they have no further record of any complaints during their stayHowever, as a gesture of goodwill they have authorized an additional refund in the amount of $total as full and final compensation for their disappointmentThis refund will be processed to Mr [redacted] credit card ending in [redacted] within the next three to five business days In regards to Mr [redacted] comments regarding the medical expenses he incurred, it is unfortunate that our records indicate that these clients did not choose to purchase the "AV-O.K." Total Security Plan in conjunction with their vacation packageThe plan does provide some coverage limited to the policies in the insurance pamphletApple Vacations does not provide refunds for additional expenses incurred on vacation due to unforeseen circumstances outside of our control We were sorry to learn that Mr[redacted] became ill during his tripPlease understand that the hotel had numerous other guests during the same time period that Mr[redacted] traveled and has no reports of food poisoningAs many factors can affect one's state of health, we trust you will understand we are not able to determine the source of Mr [redacted] illness While we regret any continued disappointment that Mrand Mrs[redacted] may have, we are unable to honor their request for a full refund as all of the components of their vacation package were utilized in full specifically- their roundtrip airfare between Chicago, O'Hare and Punta Cana, Dominican Republic, roundtrip transfers in resort to and from the airport, as well as seven nights' all inclusive hotel accommodations at the Vik Arena Blanca & [redacted] Beach including all meals, beverages, entertainment, hotel baggage handling fees, taxes and gratuity We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the initial $as well as additional $refundsAs you stated, the refunds was authorized by the VIK Hotel and I thank themThe total of these refunds is less than half of the $I paid at the VIK Arena Blanka onsite clinic after my wife and I haggled with the doctor from an initial price of $while I was cringing in pain at 4amI have documents supporting thisPrimarily, it was insulting to my wife and me as were both Americans that the doctor thought he could get a potential $to save my lifeIt's a good thing that my wife and I negotiated the price down to $in the manner than we did even as I was cringing in pain at 4am - it was a decision that saved my lifeWhat's more shocking is that I could've purchased the same medication that was prescribed to me from the resort store for a fraction of the price - thus proving the doctor was inflating medical care pricesLastly, even if my medical emergency was rare at the resort at the time, I still lost all that time on our honeymoon, lost an excursion, was in tremendous pain, felt embarrassed, and still think about how our honeymoon turned into a disaster - a thought that no married couple should ever thinkWe rarely take any tropical vacations and the one time we did turned into a nightmare for us bothThe fact that I was put on IVs during our honeymoon really put things into perspective for me and I'm just thankful to be aliveI hope someone can please understand my grief and thoughts about this situationSince the VIK Hotel authorized these refunds, I would kindly request Apple Vacations to match these refunds and I will gladly close this case and consider it a favorable resolutionBased on your response, it looks like the VIK has authorized these refunds but I haven't seen any refunds authorized by Apple VacationsI've spoken with my wife, as well as family members and friends and they all agree that is the VIK went out of their way to help compensate for my troubles, than Apple Vacations should at least do the sameIf the VIK agreed to a refund than I would kindly request Apple vacations also refund $250+$72= $Although there is no amount of financial compensation to help compensate for the lost time during our honeymoon, it would be a fair gesture by Apple to agree to this, just as the VIK has agreed to the refundsI've been waiting over months now for a fair resolution and both my wife and I plan to continue booking with Apple Vacations in the future - this time with only apples or more to further guarantee our safety, health, and well being on any vacation we take Final Business Response / [redacted] (4000, 13, 2014/08/08) */ Dear MsRiggins: Thank you for your continued interest in the above complaintWe appreciate you forwarding a copy of Mr [redacted] most recent correspondence to our attention and your patience as we pursued this matter on his behalf We do regret Mr [redacted] continued disappointmentAllow me to reiterate that while Apple Vacations neither owns nor operates the Vik Arena Playa Blanca, we have worked diligently to attempt to resolve his concerns to his satisfactionAs mentioned in our previous correspondence, we have secured and processed refunds totaling $on his behalf As we value the patronage of our clients and as a gesture of goodwill, we have issued Vacation Certificates in the amount of $per person for Mrand Mrs[redacted] to use on a future Apple vacationWhile the certificates must be applied to a confirmed booking prior to the expiration, actual travel may take place after this dateThe Vacation Certificates will be mailed directly to Mrand Mrs [redacted] We do hope that they will accept the certificates in the spirit in which they are intended and consider Apple Vacations when making future travel plans We appreciate your continued interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations Final Consumer Response / [redacted] (4200, 11, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for getting back to me on this matter, I'm sure we can arrive at a most fair resolution soonMay I ask then if you can offer me any travel vouchers or promo codes for future Apple Vacations packages for my wife and me? If the VIK Arena Blanka offered a cash refund, can you offer me a refund in the form of travel vouchers, or a coupon or promo code? It would be a last good gesture by Apple Vacations on this matter as you can understand what I've been through on my last tripThis matter has gone for over months now, an unnecessarily long timeFor future Apple Vacations trips I'll make sure we pick a resort with apples or moreI am looking forward to redoing my wife's and my honeymoon

October 29, Attn: Revdex.com of Chicago and Northern Illinois, IncNWabash, Suite Chicago, IL Re: [redacted] Complaint ID [redacted] / Apple Vacations Booking # [redacted] Dear : Thank you for your interest in the above complaint We appreciate you forwarding a copy of Ms [redacted] complaint to our attention and your patience as we pursued this matter on herbehalf We were sorry to learn of Ms [redacted] disappointment regarding to the baggage charges for her recent vacationPlease allow me to highlight that their vacation package included roundtrip airfare on [redacted] Airlines which is does offer a limited number of seats as our Exclusive Vacation flight and the remainder are scheduled airline seats Regrettably, Ms [redacted] reservation was not available at the exclusive vacation flight package which would have included baggage fees with the purchase of [redacted] Please note that we do include a link to the airlines baggage policies in the documents that were emailed to Ms [redacted] *** at the time of booking We were sorry to learn of Ms [redacted] incident involving the airport representative in Cancun.The majority of our clients returning from Cancun find the service to be acceptable However, we do value Ms [redacted] ***'s comments and have passed your concerns on to the appropriate personnel for review and corrective action as needed As a gesture of goodwill we have arranged for a refund of the return baggage fees, $total to Ms [redacted] credit card on fileThe refund will be processed within 3-business days We appreciate your interest in this dispute Please do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple vacations

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ August 27, Attn: Revdex.com of Chicago and Northern Illinois, Inc NWabash, Suite Chicago, IL Re: [redacted] Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr [redacted] complaint to our attention and your patience as we pursued this matter on his behalf We are very sorry that Mr [redacted] was unhappy with the beach and ocean at the [redacted] Please note that the water is extremely calm and often warm at this location, which can cause seaweed to grow along the shore areasThe hotel does have a cleaning program to clear the beach of seaweed and debrisIt is very difficult if not impossible for the resort to completely eliminate or control this act of nature Our records indicate that Mr [redacted] was in contact with the resort representatives during his tripWe recognize that clients may find after arrival that a different hotel better suits their needsUpon request, the resort representative offered to assist Mr [redacted] with a hotel changeThe only stipulation was that he would be responsible for any additional costs if a higher priced hotel was chosenMr [redacted] declined this option and remained at the [redacted] As they have received the accommodations for which they paid, we trust you will understand that we are unable to honor their request for a refund Please understand that the price of a vacation package is based on actual costs involved; i.eroundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etcAs all components of Mr [redacted] vacation package were fully utilized, we are unable to offer any reimbursement as requested We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations

April 21, Attn: Revdex.com of Chicago and Northern Illinois, Inc [redacted] Re: Complaint Case Calibri,sans-serif;"> [redacted] Apple Booking # [redacted] Thank you for your interest in the above complaint We appreciate you forwarding a copy of Mr [redacted] complaint to our attention and your patience as we pursued this matter on his behalfOur records indicate that Mr [redacted] has been in touch with our promotional department in regards to his complimentary certificateIn cooperation with the hotel they have secured nights’ all-inclusive hotel accommodations at the [redacted] roundtrip airfare between Indianapolis, Indiana and [redacted] Mexico via [redacted] , roundtrip transfers between the airport and hotelThey did opt to purchase the [redacted] Promotional Travel Coverage for an additional $per person which was charged to his credit cardWe regret that the [redacted] **r was unable to honor their initial travel date requestsPlease note that the offer on his certificate states that it is subject to availabilityWe hope that Mr [redacted] enjoys his upcoming vacationWe appreciate your interest in this dispute Please do not hesitate to contact us if you have any questions in this matterSincerely, [redacted] Apple Vacations

October 19, 2016Attn: Revdex.com of Chicago and Northern Illinois, Inc [redacted] Chicago, IL Re: Revdex.com Complaint [redacted] / Booking [redacted] / Chase Thank you for your interest in the above complaint We appreciate you forwarding a copy of Ms [redacted] complaint to our attention and your patience as we pursued this matter on her behalfWe hope that they enjoy their upcoming vacation to Cancun Please note that we do offer and recommend the AVOK Best Price Guarantee, if we subsequently offer the same exact vacation that your clients booked for a lower price, the client can claim the savings prior to their travel date Please note that promo codes do have restrictions for the 72hourpromotion it must be booked October 18-20, and must be utilized at the time of bookingMs [redacted] reservation was booked on September 11, for travel December 29th, thru January 4th, As a gesture of goodwill and a onetime exception, we have applied a refund in the amount of $total to their credit card on filePlease note that this refund will be processed within 3-business days We appreciate your interest in this dispute Please do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations

Initial Business Response / [redacted] (1000, 5, 2014/05/14) */ Re: Complaint Case # [redacted] Booking # [redacted] Thank you for your interest in Ms [redacted] complaintWe appreciate you forwarding a copy of the complaint to our attention and your patience as we pursued this matter on her behalf It is unfortunate that Ms [redacted] and her family were affected by a flight delay on her [redacted] Airlines flight from Chicago, O'Hare to Puerto Vallarta on February 3rd, We do understand that this was a frustrating start to their vacationPlease understand that flight delays are an inescapable aspect of air transportation in spite of the airlines' best efforts to avoid themAside from safety itself, we realize that nothing is more important to passengers than maintaining a scheduleHowever, there are a multitude of factors beyond any airline's control, which can arise to frustrate these objectives and affect the timeliness of departuresPlease understand that as we neither own nor operate the airline, their actions or omissions are beyond our control Our records indicate that Ms [redacted] has been in contact with our Customer Care DepartmentAs a gesture of goodwill, our Customer Care Department issued a Vacation Certificate in the amount of $per person for Ms [redacted] family to use towards a future Apple vacation in our correspondence dated April 1, While the certificates must be applied to a confirmed booking prior to their expiration, actual travel may take place after this dateWe do hope that Ms [redacted] will accept the certificates in the spirit in which they were intended and consider Apple Vacations when making future travel plans Please understand that the price of a vacation package is based on actual costs involved; i.eroundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers, etcDespite the flight delay, the cost of providing their vacation remains the same for this situation, which was beyond our control just as it was theirsRegrettably, we are unable to offer any cash reimbursement as requestedWe hope that Ms [redacted] and her family members will understand our position and will accept the certificates in the spirit in which they were intended We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely Apple Vacations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because they are not willing to accept responsibility for the unacceptable outbound travel experienceThey stated that they "neither own nor operate the airline and their ( [redacted] Airlines) actions or omissions are beyond our control" However, when we originally contacted [redacted] Airlines with our complaint, they forwarded our feedback to Apple because Apple apparently has requested to respond to all issues/complaints concerning their flightsAs a result, we as consumers are left with no one to accept responsibility and offer us adequate compensation for a lost vacation day Final Business Response / [redacted] (4000, 9, 2014/05/22) */ Thank you for your continued interest in the above complaintWe appreciate you forwarding a copy of the complaint to our attention and your patience as we pursued this matter on her behalf We are sorry to learn of Ms [redacted] continued disappointmentWe understand that this experience was not pleasantRegrettably, flight delays are an inescapable aspect of the travel industryWhile [redacted] Airlines operates within their schedules the greater part of the time, many factors beyond their control can affect the timeliness of departuresAs we neither own nor operate the airline, their actions or omissions are beyond our control Apple Vacations made the requested arrangements for Ms [redacted] and the services that she purchased through Apple Vacations were provided in full including roundtrip airfare between Chicago, O'Hare and Puerto Vallarta, Mexico, roundtrip transfers in resort to and from the airport, as well as seven nights' accommodations at the all-inclusive Riu Palace Pacifico including all meals, beverages, entertainment, hotel baggage handling fees, taxes and gratuity As a gesture of goodwill, Apple Vacations issued Vacation Certificates in the amount of $per person for them to use towards a future vacationWe do feel that we have offered reasonable assistance in trying to resolve this matter to her satisfaction; however we are unable to offer additional or alternate reimbursement in this matter We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely [redacted] Apple Vacations

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ August 24, Attn: Revdex.com of Chicago and Northern Illinois, Inc NWabash, Suite Chicago, IL XXXXX Re: Complaint ID#: [redacted] Apple Vacations Booking # XXXXXXXX Thank you for your interest in the above complaintWe appreciate you forwarding a copy of the complaint to our attention and your patience as we pursued this matter on Mr***' behalf While we empathize with Mr***' concerns, please understand that he made his booking subject to the terms and conditions of the Apple Vacations Fair Trade Contract www.applevacations.com/ftc which clearly states, in its pertinent parts: "For land only and scheduled air packages the cancellation penalty is a $Apple Fee plus applicable hotel and airline penalties." Apple Vacations is willing to forego the $Apple Vacations FeeHowever, we have reached out to [redacted] Airlines on several occasions on Mr***' behalf, which was initially unwilling to forego the penalties and we have no control over the actions of the airlinesOn August 21st, we finally received authorization from the airline to waive their change fees and Mr [redacted] reservation was refunded in full to his credit card on file Please note that Mr [redacted] declined to purchase travel insurance for this trip, which would have covered the airline's fees We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations

June 17, Attn: Revdex.com of Chicago and Northern Illinois, IncNWabash, Suite Chicago, IL Re: Ramona [redacted] Booking # Revdex.com Case # [redacted] Thank you for your interest in the above complaint We appreciate you forwarding a copy of Ms [redacted] ’s complaint to our attention and your patience as we pursued this matter on her behalf Our records indicate that our Groups department has been in contact with Ms [redacted] ’s travel agent Jon who made the reservations for the group on her behalf Please allow me to clarify that Ms [redacted] ’s group is booked under the G PromotionBased on the correspondence we have received from Ms [redacted] ’s travel agent we have confirmed that their group has received credit for complimentary rooms totaling $2,which will be processed to credit card ending in [redacted] after travel has been completedAdditionally, a complimentary upgrade has been requested for one of the standard room categories to the next room category based upon availabilityWe regret we are unable to honor Ms [redacted] s request for an additional upgrade or additional complimentary rooms We appreciate your interest in this dispute Please do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations

Initial Business Response / [redacted] (1000, 5, 2015/02/20) */ Dear Ms [redacted] Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr [redacted] complaint to our attention and your patience as we pursued this matter on his behalf We appreciate Mr*** making us aware of hiss dissatisfaction with various aspects of his recent vacationIt is only through client feedback that we can correct any problem and take steps to successfully avoid that problem in the future As with any service organization, we are always seeking to maintain and improve the quality of our vacations and our clients' views are essential in helping us to do thisIt is for this purpose that we ask clients to complete a Vacation Satisfaction Questionnaire at the end of their vacationThe results along with any client correspondence are carefully studied to ensure that our standards are maintained and to help us decide how we can improve future vacationsWe value their comments and have passed them on to the appropriate personnel for review and corrective action as needed As stated in our Fair Trade Contract, Apple Vacations has made arrangements with airlines, hotels and other independent suppliers' to provide our clients with the services that they purchasedWe have taken all reasonable steps to ensure that proper arrangements have been made for vacation packagesHowever, we do not accept and expressly disclaim any liability for the actions or omissions of these independent suppliers We do regret that the representative service did not meet Mr [redacted] expectationsThe majority of our clients returning from Costa Rica find the service to be acceptableHowever, we do value Mr [redacted] comments and have passed your concerns on to the appropriate personnel for review and corrective action as needed The resort staff tries to offer a variety of quality excursions at reasonable ratesUnfortunately, while we monitor these excursions for quality and value, we cannot control the content of the product provided by independent suppliersWe do recognize that everyone has differing viewpoints and expectations regarding excursionsWe do value concerns and have forwarded a copy of your correspondence to the Senior Resort Representative for reassessment We are unable to honor Mr [redacted] request for a refund as their roundtrip airfare between Minneapolis, Minnesota and Liberia, Costa Rica, roundtrip transfers in resort to and from the airport, as well as seven nights accommodations at the Riu Guanacaste including all meals, beverages, entertainment, hotel baggage handling fees, taxes and gratuity were utilized in full We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) So Apple Vacation promotes and pushes customers to use Swiss Vacation and tell us "they are the only excursion group you should work with and can trust"? Then when that company that Apple Vacations promotes doesn't live up to the standard and satisfaction of the customer, Apple Vacations says it is not responsible for that company and acts like they didn't push using the Swiss Travel to us and say they are an independent supplierI'm not asking for the whole amount of the trip back but I do think there is a meeting point in the middle that Apple Vacation needs to do as a company and stand by the product and independent suppliers they push on the customerWhen the customer is not satisfied Swiss Travels and Swiss Travels manages all your excursions and your travel agent says only use them and no one else then you are partially responsible for Swiss Travels actionsThe price for the tour was $per person and we had people (one unable to attend due to a sickness)When a tour is that unenjoyable and you have a supplier that you push on people that provides that tour you are liableI feel a refund of the tour is the right thing to do by Apple Vacations as the rest of the trip was decentI will continue to share my experience with everyone I know and keep them updated on how Apple Vacations failed to fix the situation and is not about customer service or satisfactionHopefully Apple Vacations changes their mind or finds someone who can respond to me with customer service in mind and also the authority to make an adjustmentIf this situation is not fixed within the next days I will contact an Attorney to look at my options via the legal process for breach of contract and advertising [redacted] Final Business Response / [redacted] (4000, 9, 2015/03/06) */ Dear Ms [redacted] Thank you for your continued interest in the above complaintWe appreciate you forwarding a copy of Mr [redacted] most recent complaint to our attention and your patience as we pursued this matter on his behalf We appreciate Mr [redacted] making us aware of their concerns regarding his family's vacation to Costa RicaWe regret that he remains disappointed with the representative service and Mega Combo Tour that he and his traveling companions purchased during their stay from Swiss TravelWe can assure you, that these are not comments we frequently receive regarding this service or the excursions they offerWe do appreciate Mr [redacted] concerns and have forwarded his comments on to the Resort Representative Management for review and corrective action as neededSteps have already been taken to ensure that the Costa Rica representative service meets the same high standards we expect of all the resort staff We are in receipt of a response from Swiss Travel Management in which they have apologized for any disappointment that Mr [redacted] experienced regarding their representative service and drivers for the excursionConcerning the driver comments, they have assured us that the safety of our clients is their number one priorityThey do monitor their vehicles for speed and maneuvers made by drivers on the roadWhile they have no reports of any situations involving high speed or unsafe maneuvers they will continue to monitor this service to ensure the safety of all of their clients In regards to the Mega Combo Tour, please note that it is standard for excursions to be completely non-refundable for cancellations made within hours with any supplierHowever in cooperation with Swiss Travel and in an effort to resolve Mr [redacted] concerns amicably; Apple Vacations has arranged a refund in the amount of $per person for the excursionA refund in the amount of $will be processed to each of the credit cards we have on file ending in and within the next 3-business days We do feel that this is fair and reasonable compensation for their concerns and will be unable to offer any alternate or additional reimbursementWe hope that Mr [redacted] will understand our position and again consider Apple Vacation when making future travel plans We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations

Initial Business Response / [redacted] (1000, 5, 2014/03/11) */ March 11, Attn: [redacted] Revdex.com of Chicago and Northern Illinois, Inc NWabash, Suite Chicago, IL Re: [redacted] / Complaint Case # XXXXXXXX Apple Vacations Booking # XXXXXXXX Dear Ms[redacted] Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr [redacted] 's complaint to our attention and your patience as we pursued this matter on his behalf Our records indicate that Mr [redacted] booked his reservation himself via our Consumer Booking Engine (www.applevacations.com)The reservation was booked and confirmed on March 6th, for a seven night land only vacation package commencing on March 21st, This package included roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and nights at the all-inclusive Viva Wyndham Fortuna Beach resort including all meals, drinks, and entertainment Please allow me to clarify that our website allows our clients the option of booking a Complete Vacation Package Including Roundtrip Airfare, Hotel Only, or Flight OnlyMr [redacted] selected Hotel Only during the booking processWe were sorry to learn of any confusion that Mr [redacted] experienced while making his reservation onlineReservations made on our website, receive an on screen confirmation and email confirmation for the booking which provides full details for the booking itinerary Mr [redacted] contacted our reservations department on March 7th, to inquire about adding roundtrip airfare but he declined the options provided and requested a full refundA refund for the full amount of the vacation package was processed to his credit card ending in on March 10th, Please note that some refunds take between 3-business days We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations Final Consumer Response / [redacted] (2000, 11, 2014/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have received the refund, we still are not happy with the service, Final Business Response / [redacted] (4000, 9, 2014/03/14) */ March 14, Attn: [redacted] Revdex.com of Chicago and Northern Illinois, Inc NWabash, Suite Chicago, IL XXXXX Re: [redacted] / Complaint Case # XXXXXXXX Apple Vacations Booking # XXXXXXXX Dear Ms[redacted] Thank you for your continued interest in the above complaintWe appreciate you forwarding a copy of Mr [redacted] 's most recent correspondence to our attention and your patience as we pursued this matter on his behalf We do regret Mr [redacted] 's continued disappointment; however, his reservation did not include airfareHe booked his reservation online for hotel onlyAs previously mentioned a full refund in the amount of $2,has been processed to his credit card on file We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ June 17, Attn: Sarah [redacted] Revdex.com of Chicago and Northern Illinois, Inc NWabash, Suite Chicago, IL Re: Complaint Case [redacted] Booking # [redacted] Dear Ms [redacted] : Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Ms [redacted] complaint to our attention and your patience as we pursued this matter on her behalf We were sorry to learn of any difficulties Ms [redacted] experienced making her family's travel arrangements to CancunWe have reviewed their reservation and regret that there was misunderstanding about the connecting flight from Mexico City to Cancun on June 17thWe have contacted the airline on Ms [redacted] behalf and made arrangements for her to travel on the same flight as her familyWe have also arranged for roundtrip private transfers for her family between the Cancun airport and their hotel as a gesture of goodwillThe refund that was offered to Ms [redacted] in the amount of $was processed to her credit card on June 10th, We hope that Ms [redacted] enjoys her vacation We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely Chris [redacted] Apple Vacations

Please find a copy of our correspondence that was sent directly to Mr [redacted] Arial,sans-serif;"> Mr [redacted] RE: [redacted] ORD [redacted] Dear Mr [redacted] Apple Vacations thanks you for taking the time to share your comments with us regarding their recent vacation to [redacted] Resort Apple Vacation regrets to learn the [redacted] Resort did not live up to your clients’ expectations or the [redacted] brandIt is only through client feedback that we can correct problems and take steps to successfully avoid them in the future The purpose of this letter is to convey Apple Vacations sincerest apologize for the many issues your clients encountered while staying at [redacted] Apple Vacations understands how stressful traveling can be It is our best intention to ensure our clients travel and vacation accommodations are as seamless and relaxing as possibleWhile we cannot minimize your disappointment and dissatisfaction, we certainly value your patronage Apple Vacations appreciates your patience while we contacted [redacted] on their behalf [redacted] has authorized a 50% refund in the amount of $1,to our mutual clients with their deepest apologizes for the many inconveniences faced while staying at the resortThe refund will be processed to your [redacted] within the next fourteen business days Apple Vacations would like to offer vacation certificates, in the amount of $per person, which are enclosed with this letter While the certificates must be applied to a new booking prior to expiration, actual travel may take place after the expiration date, which is noted on the certificates The original vacation certificates need to be submitted to our Accounting Department to apply toward final payment when you make the new travel arrangements The credit will then be applied to the new record You are very important to Apple Vacations and we look forward to having them travel with Apple Vacations in the future, so that we can prove the high quality of service for which we have become known Sincerely yours, Apple Vacations [redacted] Customer Care Department [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/12/26) */ December 26, 2014 Attn: [redacted] RevDex.com of Chicago and Northern Illinois, Inc. 330 N. Wabash, Suite 2006 Chicago, IL 60611 Re: Complaint Case # XXXXXXXX / [redacted] Booking # XXXXXXXX Dear... Ms. [redacted] Thank you for your interest in the above complaint. We appreciate you forwarding a copy of the complaint to our attention and your patience as we pursued this matter on his behalf. We regret that Mr. [redacted] was disappointed with his pre-assigned seat assignments on his US Airways' flights between [redacted] , Florida and Lihue, Hawaii. Please understand that like all scheduled airline carriers, US Airways does not allow all seat's on an aircraft to be preassigned. Some seats are only available at an additional cost. At the time a reservation is made Apple Vacations attempts to pre-assign complimentary seat assignments. Unfortunately, at the time Mr. [redacted] reservation was made complimentary seats together were not available. We regret that they were disappointed by this and have noted that they opted to pay for preassigned seats on their flights. While we understand their disappointment, Apple Vacations is unable to reimburse them for their preassigned seat assignments expenses. We hope that they will understand our position and enjoy their upcoming vacation. We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter. Sincerely, [redacted] Apple Vacations

March 30, Attn:Revdex.com of Chicago and Northern Illinois, Inc [redacted] Re: Complaint Case # [redacted] Apple Vacations # [redacted] Thank you for your interest in the above complaint We appreciate you forwarding a copy of Mr [redacted] complaint to our attention and your patience as we pursued this matter on his behalf Our records indicate that Mr [redacted] has been in contact with our Customer Care departmentThey reviewed his comments and responded directly to himWe have enclosed a copy of the March 2, correspondence that was sent directly to Mr [redacted] Additionally, we have checked with the management of the [redacted] to verify the room category that they were assigned to during their stayThe hotel confirms that the clients received the correct room category which was Junior Suite SuperiorThey have apologized for any disappointment that our mutual clients experienced We regret that we are unable to honor Mr [redacted] request for reimbursementWe hope that he will understand our position and accept the previously issued vacation certificates in the spirit in which they intended Sincerely, [redacted] Apple Vacations Enclosure March 2, [redacted] RE: [redacted] & [redacted] Dear Mr [redacted] Thank you for contacting Apple Vacations Apple Vacations was so sorry to learn of the flight delays and cancellation with [redacted] AirlinesPlease accept our most sincere apology as we regret the inconvenience that Ms [redacted] and you experiencedWe understand this was a disappointing way for your trip to Punta Cana to beginUnfortunately, flight delays are an inescapable part of air transportation despite the airlines’ best efforts to avoid them Aside from safety itself, we realize that nothing is more important to our passengers than maintaining a scheduleApple Vacations recognizes that waiting is never pleasantPlease be assured that Apple Vacations and the airlines do everything possible to advise of any changes in flight times and hope that you understand that the primary concern was to provide safe transportationWe also regret the lack of communication from the [redacted] representative, compared to your past experiences meeting with the representative to discuss tours and departure informationAs a gesture of our concern, we have enclosed vacation certificates in the total amount of $($per person)While the certificates must be applied to a new booking prior to expiration, actual travel may take place after the expiration date, which is noted on the certificatesThe original vacation certificates need to be submitted to our Accounting Department, by the expiration date, to apply toward final payment when you make the new travel arrangementsThe credit will then be applied to the new record Apple Vacations hopes to have more opportunities to serve you in the futureThank you again for sharing your feedback At your service! [redacted] Senior Customer Care Specialist Apple Vacations [redacted] enclosure

Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ April 16, Re: Complaint Case # XXXXXXXX / [redacted] Booking # XXXXXXXX Dear Ms [redacted] Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Ms [redacted] 's complaint to our attention and your patience as we pursued this matter on her behalf We are sorry that your clients experienced difficulties with their [redacted] transfer from the hotel to the airportWe have forwarded a copy of your letter to the Resort Supervisor for a full investigation in an effort to avoid a similar situation in the future Please note that Ms [redacted] 's vacation package included complimentary shared transportation between the airport and hoteltransfers are scheduled based on clients' flight timesMs [redacted] made her own flight arrangements and according to our records was departing from Cancun 8:a.mMost airline carriers suggest clients arrive three hours prior to scheduled departure timeWe regret that Ms [redacted] was disappointed with the transfer service however we are unable to honor her request for a refundDespite her disappointment her vacation package was utilized in full including roundtrip transfers in resort to and from the airport, as well as nights' accommodations at the all-inclusive [redacted] including all meals, beverages, entertainment, and hotel baggage handling fees, taxes and gratuity were utilized in full We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter Sincerely, [redacted] Apple Vacations

I made my reservation for Jamaica for 9/20-9/at secrets wild orchid this past TuesdayI found out the next day that I have a work obligation and I need to change my reservation to go a day laterI called and the representatives were unwilling to work with meI checked online and the hotel is availableI cannot afford to make a new reservation

I booked a trip to Mexico through Apple Due to a mechanical issue with a plane (according to a manager I spoke with)Our flight was canceled They then told us hours later that they had us rebooked for a flight hours later This flight was delayed for no apparent reason We had travel insurance but because they had an alternate flight we did not take advantage of rescheduling Two hours after reschedule departure time we are still at the airport We have lost an entire day of our vacation Apple is unwilling to compensate us in anywayTheir only response is that we can contact them after our vacation which would at best result in some sort of credit I have absolutely no intention of ever booking with Apple again so this would not benefit me They have blamed everything on the airline that THEY book through Had I not booked with them I could have rebooked with a different airline and hote, saved money and actually gotten on flight and been on my vacation Absolutely dissatisfied with my experience and will NEvEr book with them again and will advertise on every social media available that they are worthless to book with Better off booking on my own

APPLE VACATION IS A BIG SCAMERS DON`T GO WITH THESE PEOPLE I WOULD NEVER GO BACK AGAIN WITH THEM THEY ARE A SCAMERS LIARS GIVE YOU RUNNING AROUND ONCE THEY GET THEIR MONEY THEY WITH DISAPPEAR WHEN I WENT TO PUERTO RICO THEY BOOK A WRONG HOTEL FOR ME AND THEY SAID THEY WILL CALL ME BUT THEY DIDN`T EVEN CALL BACK AND THEY SAID THE REP WILL BE AT THE HOTEL I NEVER SAW THE REP AND THEY PUT ME ON HOLD THEN THEY HANG UP AND AFTER I SPEND MY WEEK AT THE HOTEL THEY SUPPOSED TO COME TO PICK ME UP TO DROP ME OFF AT THE AIRPORT THEY DIDN`T SHOW UP SO I HAD TO RENT A CAR TO GO TO THE AIRPORT THEY HAVE HERRIBLE CUSTOMER SERVICE THEY ARE A BIG LIARS AND THEY CARE ABOUT MONEY THAT ALL DO NOT GO WITH APPLE VACATION DON`T GO WITH APPLE VACATION

Complaint: ***
I am rejecting this response because:
Thank you for your responseAs mentioned in the original complaint not receiving the Junior Suite was only of the many issues experiencedThank you for confirming that we did indeed receive the Junior suite, can you provide the physical documentation from the resort that this was the case?
In addition in your response the following points were not addressed:
- Lack of *** support at Punta Cana airport
- Increased wait time after transportation was established for *** to the *** *** Resort
- Upon arrival to resort no Apple Vacations representative was present to provide vacation opportunities/support information for departure day
- At resort check-in, reservation for *** and *** were not found and were said to have been "cancelled"
- Due to checomplications Day of vacation was lost due to the sun setting before even making it to the room
- Upon *** arrival the following day, again no Apple Vacations support was to be found
- Final day at resort, majority of time spent at the Apple Vacations office to determine the time we would be leaving for the airport (resulted in added stress/anxiety/lack of enjoyment on final morning of the trip
- *** flight reservation was not found upon arrival to Punta Cana airport
Due to the above, we insist that some sort of reimbursement be madeThe work needed to accomplish all the above tasks were performed by myself and *** who fortunately were able to speak some Spanish and get byIt was the job of the travel agent: "Apple Vacations" to arrange for all of the above items, instead they were arranged by usWhich questions exactly what we are paying for if we did all the work ourselvesThe "convenience factor" that Apple is supposed to provide was non-existentFor that reason we would like reimbursement of 50%What is the best Apple Vacations can do? We have spent easily over $50,dollars in the past with Apple Vacations and had great experiencesThis is why we know that the standards that Apple Vacations upholds here not to par on this specific instanceAs a happy customer in the past and a potential customer in the future, I do NOT think it is a lot to ask for some sort of reimbursement for the unfortunate events of our vacationApple Vacations owes us AT LEAST that for all the trouble we went through and for our business in the pastApple Vacations should acknowledge their mistakes whether or not that were within their control and provide the customer service/satisfaction that they advertise and have displayed in the past
Sincerely,
*** ***

After spending hrs at O Hare for a flight leaving at AM, checking in at AM and flight board saying ON TIME Only to find out it was delayed to PM, then delayed again until 5:PM Guess what! Now it's canceled until the next day for a 7:AM departure Deju vu, sound familiar! Can't wait to stand in line and do it all over againApartently Apple was trying to book *** airline to save money and make us pay with an airline with only planes When calling to complain you were put on hold and eventually hung up onNot only did all the passengers lose a day at the resort, the people in Jamica were waiting for our plane to come home I'm sure many of them had a job to be back toWill never fly *** airlines again and Apple is on the bubble, vouchers don't cut it They successfully ruined my trip for my son and I