Apple Vacations

Initial Business Response /* (1000, 5, 2014/09/23) */
September 23,
Attn:***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint Case # XXXXXXXX / *** ***
Apple Vacations Booking #
XXXXXXXX
Dear Ms***
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 Mrs*** behalf
Our records indicate that Mrs*** was booked and confirmed for a seven night vacation package commencing on November 11, This package included roundtrip airfare between Chicago, O'Hare and Cancun, Mexico, foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and seven nights at the all-inclusive Now *** including all meals, drinks, and entertainment in two Junior Suite Tropical view rooms
Please allow me to clarify that Mrs*** contacted our reservations department on August 25th, to book her reservationSeveral options were explored and Mrs*** accepted the Now ***The reservation was recapped in full and an invoice was emailed to Mrs***
On August 27th, Mrs*** called to add "AV-O.K." Total Vacation SecurityTheir reservation was recapped again and an updated invoice was emailedAdditionally, as requested by Mrs.*** travel documents were printed and mailed to her
Mrs*** contacted us on September 17th, claiming that her paperwork was wrong and that she requested a different hotelManagement reviewed the recorded phone call and verified that Mrs*** accepted the Now Sapphire at the time her booking was madeWe offered to check into changing her reservation but unfortunately, the hotel she asked for was no longer available
We are sorry to learn of any confusion that occurred regarding Mrs*** vacationPlease understand that it is to avoid any confusion such as this that our staff fully recaps reservations and sends out itinerary invoices which include the name of hotelsIt is unfortunate she did not review these invoices immediately upon receiptMrs*** did purchase the "AV-O.K." Total Vacation Security which does offer the option to cancel up until one hour prior to the flights scheduled departure except for no-shows and no show related cancelsMrs*** was given the option to cancel her reservation utilizing the pre-departure cancellation option of her insurance, her party would receive a refund less the cost of the insurance, which she declined
We are unable honor Mrs***'s request for a complimentary upgradeIf she is interested in an upgrade she can feel free to contact our reservations department to review the available cost and options
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 /* (3000, 7, 2014/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These people was making u stay on the phone for an hrThey talk about different hotel giving different pricesThen they said that this resort was a golden apples and they lied it isn'tTHEN they said the ocean was the top and to found out it isn't they lied about everythingAnd I can keep on going onThey need to be responsible for there actions
Final Consumer Response /* (4200, 11, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These people goes out of there way to destroy people vacation.They con u into a model saying this is the model get beaches get motelPlus it's a applesAll they did was con u out of your moneyThen they call us known weeks for your vacation saying u can have your money back Known Now my grandchildren wanting and known were goingSo now u have to go anywaysYa I am very mad God knows how many more people they did this tooThey need stopped
Final Business Response /* (4000, 13, 2014/10/09) */
We regret Mrs*** continued disappointmentWe do maintain our position and regret that we are unable to offer her family any compensation in this matterAs stated in our previous correspondence Mr*** booked and paid for the Now ***
According to our website, www.applevacations.com, Now *** is one of our "Golden Apple" resortsThis award is granted to those extraordinary resorts and hotels that have earned exceptional ratings on our Vacation Satisfaction QuestionnairesThe questionnaires are given to clients at the end of their vacations and the results are tabulatedAll "Golden Apple" resorts and hotels win the award for their exceptional service, value, and quality
If Mrs*** is interested in changing her vacation package she can feel free to contact our Reservations Department for further assistanceOur staff has reached out to her on numerous occasions and she has declined all options providedNo further consideration will be offered in this matter
Thank you for your continued interest in this matter
***
Apple Vacations

May 4, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** ***
*** ** *** Re: *** * *** *** * *** *** ***
Thank you for your interest in the above
complaint. We appreciate you forwarding a copy of Mr*** complaint to our attention and your patience as we pursued this matter on his behalfWe are sorry for the pricing increase that affected this vacation package priceWhile we truly regret that this occurred, per our Fair Trade Contract, we do reserve the right to re-invoice in case of an increase of priceCertainly, our intention is to provide the vacation, which our clients have selected at the price at the time of bookingHowever, in this situation the cost o the scheduled airline tickets increased resulting in a price increaseper the Fair Trade Contract, we will offer the option of cancellation without charge provided that the client notifies us within seven days of the receipt of notice of the increaseWe did provide these clients with the option to cancel with a full refund or to travel and pay the difference in priceMr*** chose to cancel their trip and a full refund was arrangedWe appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matterSincerely, *** *** Apple Vacations

November 30, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** *** Chicago, IL Re: Revdex.com Case # *** *** * *** ***
Thank you for your interest in the above complaint. We appreciate you forwarding a copy of Ms***’s complaint to our attention and your patience as we pursued this matter on her behalf We were sorry to learn of her disappointment regarding her May Square Deal vacation to the Riviera MayaWe regret that it did not completely live up to her expectations Please understand that Square Deals are discounted air and hotel packages, which Apple offers from time to time in order to utilize last minute air and hotel availabilityThe client chooses the departure date, destination and hotel Apple ratingApple will inform clients or their travel agent of their hotel just prior to departureBecause of the nature of Square Deals, no special requests may be made including a preferred hotel, location bedding or room typeAs indicated in Ms*** correspondence, they were assigned to the Luxury *** *** Sian Kaan We have noted that Ms*** was displeased with various aspects of her stay at the adults only Luxury *** *** Sian KaanWe can assure you that these types of comments are not reflective of those we usually receive regarding this hotelWhile we empathize with their disappointment, in fact, based on the results of our Vacation Satisfaction Questionnaires for the same travel period, the majority of our clients find that this hotel property has merited the Golden Apple Adults Only rating which it has receivedUpon receipt of the hotel comments in Ms*** letter, we forwarded it to the management of the hotelWe are confident that the hotel management appreciates client feedback so that they can take corrective action where neededLike all service industries they are constantly working to improve the services provided to guests Please understand that the price of a vacation package is based on actual costs involved; i.eall inclusuive hotel accommodations, hotel taxes and gratuities, roundtrip transfers etcAs all components of your Ms*** package were fully utilized, we are unable to offer any reimbursement as requested. We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter Sincerely, *** *** Apple Vacations

I booked a trip through *** Travel who booked our trip through Apple VacationsWe recently got news that our resort we planned to stay at has changed their grand opening dayOnce I got news that this was happening I immediately called my agentWe got news that their was a change in our booking on Friday January 22ndIt is now Friday January 29thOnce I called my agent we were told we had to wait until Monday or Tuesday to get a response back because of the weather and the cancellations in customers flightsOnce Monday came we called, our options were to stay a* *** or *** and we were not satisfied with those optionsSo we told them we wanted to stay at *** *** the agency said they would get back with us, but we probably wouldn't be able to stay there because it's a extra costSo they said they would call apple and see what they could doTuesday went by no response, Wednesday went by still no response from Apple vacations, Thursday went by still nothing and now we are here on Friday and still nothingLet me remind you my agent from *** travel is contacting them and she said she has been calling them and emailing them and they told her they would get back to her everyday this weekIt has been ridiculousWe have been left in the dark this whole timeThis is not our fault that the resort changed their datesWe just a resort that's on the same level as the resort we were gone to stay atI don't want to go away and have to settle for an option they gave me and I'm not happy with it

Initial Business Response /* (1000, 7, 2014/03/04) */
Thank you for contacting us regarding the above complaintUnfortunately, there were not enough details provided in order to adequately investigate Ms***'s concernsPlease provide us with additional information in order to locate
Ms***'s reservationPlease include her booking #, travel dates, name as it appears on her reservation and name of hotelWe appreciate your interest in this matter
Final Consumer Response /* (3000, 9, 2014/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's not really an answer, I will provide the further details and see what happensBooking #XXXXXXXXXXTravel Dates are 3/30/to 4/6/for ***Playa Blanca Hotel in Panama City PanamaAnd I'm telling you that when I planned this trip for my daughter I choose to have an ALL INCLUSIVE package, not once did I ever check the box that requested ground onlyand the Disclaimer at the bottom of the email sent (Apple Vacations has made arrangements with airlines, hotels and other independent suppliers to provide you with the services you purchasedWe have taken all reasonable steps to ensure that proper arrangements have been made for your vacation; however, we do not accept and expressly disclaim any liability for the actions or omissions of these independent suppliers.) Very misleadingI remember picking the flight times and airport departuresAND I for sure remember picking the package that included a dinner cruise for twoBut somehow I GET NOTHING for this mishap not even a compliment bottle of water!! Nothing but another charge of for airline tickets I know came with the package I chooseDoes this explain it enough
Final Business Response /* (4000, 11, 2014/03/06) */
March 6,
Attn: ***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL XXXXX
Re: *** *** / Complaint Case # XXXXXXXX
Apple Vacations Booking # XXXXXXXX / ***
Dear Ms.***
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Ms***'s complaint to our attention and your patience as we pursued this matter on her behalf
Our records indicate that Mrand Mrs*** reservation was originally booked directly by Ms*** via our Consumer Booking Engine (www.applevacations.com) on December 24th, The reservation was booked and confirmed for a seven night land only vacation package commencing on March 30th, 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 Playa Blanca resort including all meals, drinks, and entertainment
Unfortunately, the vacation package did not originally include airfareThe cost of the land only vacation package was originally $per person ($1,total)A total of $was charged to Ms***'s credit card that she providedFor all bookings that are made on our website, both the on screen confirmation and email confirmation for the booking provide full details for the booking itinerary
Ms*** contacted our Reservations department on February 12, Our reservations agent and Ms*** discussed the fact that the reservation was booked to include only the hotel and transfer portion of the packageManagement reviewed the reservation and confirmed that, Ms***'s reservation did not include airfareAt that time our reservations agent assisted her with arranging roundtrip airfare via ***, the only stipulation was that Ms*** would be responsible for the additional costsAn additional $1,was charged for the airline ticketsAt no time, prior to Ms***'s call on February 12th, were any changes made to her reservation as alleged in her correspondence
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, etcRegrettably, we are unable to offer any reimbursement as requestedWe hope that Ms*** will understand our position and Mrand Mrs*** will enjoy their vacation
We appreciate your interest in this disputePlease do not hesitate to contact us if you have any questions in this matter
Sincerely,
*** ***
Apple Vacations
Consumer Response /* (3000, 17, 2014/03/25) */
I recently sent a complaint against a company I did business with and they did reply, indicating that they needed more info in order to provide a solution if one was to be madeSo, I gave them the requested information and sent it out on 3/5/I hadn't heard anything so I checked it today and the message indicated that this case has been closedWhy is that? I did not receive any answer to my second message or a chance to accept or deny their answer
Any information you can give me would be great
Thanks
***
Business Response /* (4000, 19, 2014/03/26) */
The attached information was provided on March 6th, We maintain our position

December 28, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** *** Chicago, IL Re: Complaint ID 1*** * *** *** Booking # ***
Thank you for your interest in the above complaint. We appreciate you forwarding a copy of Mr*** complaint to our attention and your patience as we pursued this matter on his behalf Our records indicate that Mr*** and his traveling companions were booked and confirmed for a night vacation package commencing on December 26, This package included roundtrip airfare between Chicago, O'Hare and Cancun, Mexico, foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and nights at the Riu Palace Peninsula including all meals, drinks, and entertainment We do regret any confusion Mr*** experienced regarding seat assignments and checked luggage feesPlease note that it is common for most airline carriers to charge for checked luggage fees and pre-reserved seatsWe do include this information in the travel documents under Airline Baggage and Optional Service FeesWe are unable to honor Mr *** request for reimbursement We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter Sincerely, *** *** Apple Vacations

Initial Business Response /* (1000, 5, 2014/12/10) */
December 10,
Attn:***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL XXXXX
Re: Complaint Case XXXXXXXX / ***
Apple Vacation's Booking #
XXXXXXXX
Dear Ms.***
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr.***'s complaint to our attention and your patience as we pursued this matter on his behalf
We truly regret that Mr.***'s family was affected by a hour and minute flight delay on their outbound flight from Chicago, O'Hare to Punta Cana, Dominican RepublicWhile Frontier 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
As a gesture of goodwill, Apple Vacations has issued Vacation Certificates for all affected clients to use towards a future tripWhile the certificates must be applied towards a future Apple vacation prior to their expiration actual travel may take place after this date
We are sorry that the hotel was unable to honor Mr.***'s request for double bedsAt the time of booking, we can enter special requests into our computer, with the stipulation that this is not a guarantee, but a request onlyRoom assignment is made upon arrival, at the discretion of the hotel personnel; we do not have control over such assignmentsWe are confident that if Mr.***'s preferred bedding was available, that the hotel personnel would have been happy to honor the requestWe are pleased to learn that the hotel was able to accommodate their request the following day
Please understand that all clients were affected in the same way and therefore received the same compensationWe are unable to honor Mr.***'s request for additional or alternate compensation
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 /* (3000, 13, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My desired resolution is 600$/person not like it was before , offered 100$/person and since I am extremely unsatisfied with their services I do not need to get any kind of voucher to use for a vacation with them again...never
Final Business Response /* (4000, 15, 2015/03/06) */
March 6,
Attn:***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL XXXXX
Re: Complaint Case XXXXXXXX / *** ***
Apple Vacation's Booking # XXXXXXXX
Dear Ms.***
Thank you for your continued interest in the above complaintWe appreciate you forwarding a copy of Mr***'s most recent complaint to our attention and your patience as we pursued this matter on his behalf
We truly regret that Mr*** remains disappointed with his family's November vacation to Punta CanaWe understand that this experience was not pleasantRegrettably, flight delays are an inescapable aspect of the travel industryWhile Frontier 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 controlAs mentioned in our previous correspondence, as a gesture of goodwill Apple Vacations issued Vacation Certificates in the amount of $per person for clients affected by this flight delayThe Certificates must be applied to a confirmed reservation prior to their expiration date however travel may take place after this date
We are unable to honor Mr***'s request for a refund as 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 accommodations at the all-inclusive *** including all meals, beverages, entertainment, hotel baggage handling fees, taxes and gratuity were utilized in full
We are unable to honor any additional or alternate compensation in this matterWe hope that Mr*** will understand our position and accept the previously issued Vacation 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 Business Response /* (1000, 5, 2015/07/01) */
July 1,
Attn: Sarah ***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint ID# *** / Charles ***
Apple Vacations Booking #
Dear Ms***:
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr***'s complaint to our attention and your patience as we pursued this matter on his behalf
Our records indicate that Mr*** booked his reservation on June 1st , via our Consumer Booking Engine (www.applevacations.com)The same day he called into our reservations department to cancel the packageThe reservation was cancelled with a full refundThe refund of $2,was processed on June 22nd, to Mr***'s credit card ending in We do apologize for the delay in the processing and have addressed it with the relevant departments
We have noted that Mr*** has booked another vacation package departing on July 4th, As a gesture of goodwill, we have arranged for a refund in the amount of $per person to be processed on his upcoming vacation packageThis refund will be processed to his credit card ending in in the next to business days
We hope that Mr*** will enjoy his upcoming vacation and again consider Apple Vacations 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

Initial Business Response /* (1000, 5, 2014/10/16) */
October 16,
Attn: ***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash, Suite
Chicago, IL
Re: Complaint Case # XXXXXXXX / *** ***
Apple Vacations Booking #
XXXXXXXX
Dear Ms***
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Ms***'s complaint to our attention and your patience as we pursued this matter on her
behalf
We do regret that she was disappointed in the service of the resort representative regarding the Ziplining excursion that they purchasedOur records indicate that Ms***'s travel agent has previously been in contact with our Customer Care departmentWe have enclosed a copy of the
response, which was sent directly to Ms***
Additionally, as we value Ms***'s patronage and as a gesture of goodwill we have arranged for a refund in the amount of $total which will be processed to her credit card on file ending in within the next 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,
*** ***
Apple Vacations

Complaint: ***
I am rejecting this response because:
There was a refund given for (3) of the (6) people that participated in this excursionWhile I do appreciate and am partially content with knowing half of the money was given back, the other half was notThe other excursion participants names and CC information I am able to give if Apple Vacations does not have them on fileThey should be attached to the *** *** ReservationWe had roomsPlease advise if I need to provide this information
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meIf you could please verify the last digits of the CC you have on file, it would be greatly appreciatedThank you very much for your response and resolution
Sincerely,
*** ***

I booked a package with Apple Vacations to Punta Cana, DR from Philadelphia for April 11, for adults, total of package was $including insurance At the time of booking I asked the representative if the prices went lower would they honor it, the answer was YES I check periodically and found that the price was now $same identical package, same airline and same flight numbers, leaving at the same time, same hotel, same kind of room When I called Apple the representative told me that they could adjust it, kept me on the phone for at least minutes and then he comes back that he would change it but I would lose the $that I paid for the insurance, I explained that the package was identical and he kept talking about the airplane class being different even though it was the same flight numbersAfter keeping me on the phone for a very long time he came back with that they would send it to me on a voucher, I would sign it and return it He went ahead and cancelled the first package and booked us on the second one keeping me on hold for another half hour and then he informs me that the insurance money is not refundable anyway, even when I am pointing out to him that I am reading that the insurance policy includes price match guarantee At this point I am stuck with a losing the first insurance money and now I have to pay it again, so it’s a total of $629.94, only because they wouldn’t adjust the price

Do not book a vacation from this company! *** Apple vacations and see all the complaintsWe are currently filling a law suit in order to obtain some money back for our trip From start to finish this trip was a disaster I will also never return to this resort or any Secrets resortsHere is a copy of SOME of the ISSUES that occurred on the tripI would like to express our extreme dissatisfaction with our 5-year anniversary/honeymoon trip with Apple vacations and the Secrets resortsUpon arrival to Mexico, due to the plane delay, we had to wait outside in the heat for a total over minutes for an *** Van to take us to the resort Further waiting in the *** van, it had a broken air vent, hence no air condition while sitting and waiting for other Passengers from other airlines/resorts to arrive, apparently the van can not leave until it is full(The vans air conditioner vent for the middle row, far left side was broken.) Upon arrival to the hotel, my T -shirt was soaking wet with perspirationThe secrets hotel staff greeted us with a cold washcloth (which was a nice touch) and took us to check in We arrived around 11:30am;our rooms would not be ready until pm The staff said we could store our luggage and hang out in the lobby until our rooms were ready Since this idea was not appealing we decided to go to the Spa where we could take a shower and relax vshanging out in the hotel lobby for another hours We purchased each purchased a $spa package totaling $via the hotel spa sales staffWe were then escorted over to the SPA with golf cartAfter the relaxing spa visit we returned and received our room The room was exactly as it appeared in the pictures except the electrical outlet in the bathroom didn’t work I had to blow dry my hair without using a mirror by the bedsideThe first night of sleep was a disaster, until about am the people above us were making a lot noise, including the rumble of the hot tub cycling on and off (Later we would find out it was the kitchen chairs scraping across the floors)
The second night again very similar sounds coming from the room above At around 12:pm we heard yelling, screaming, banging and slamming doors coming from above us At am the next morning, we requested a room change Apparently other guests on the same floor had also made a complaint about the noiseAt 7:am we were shown two rooms, one room was still being painted and was on bottom level without views (not comparable to the current room we were in) The second room was same floor opposite end of our current room, we made the switch to room The entire moving process, waiting for it to be cleaned, exchanging keys, packing up, moving and unpacking took about total hours First night in the new room was wonderful, got some sleep and the next morning we left for an off resort excursionWe returned around 3pm and it was raining so I lay down to take a nap while my husband was reading a book At about 3:pm he went to turn on a lamp located on a bedside stand and was electrocuted Additionally, my *** 5C was on the same outlet, which also stopped working Immediately we reported the incident to the manager and staff The manager came to the room and took a report Apparently the lamp has faulty wring and was replaced with a new lampWe felt completely unsafe in this current room, after arguing about the safety of the roomAnd requesting another room change The Manager suggested we stay in the honeymoon suite for the last two days of our trip This time moving to the new room took us over hours Again we had to wait for the room to be cleaned pack up all our belongings and unpack again! Upon arrival to the new room we determine the noise we complained about the room was coming from the chairs scraping across the floor around the kitchen table located in the suites Additionally, the bedroom had leaks coming from the ceiling, where we had to place towels down and also blowing in from the sliding glass doors (it was raining that day)The Spa at the resort is the only saving grace! My complaint was the day of arrival I was sold a package for my husband and I to only find out after check in we received a similar package complimentary I would have never purchased the amount of massages I did, if I was informed by the sales person (resort staff) out room included spa services The resort sales staff that gets paid by commission, failed to mention or ask what out package included Secondly, we were allowed to exchange the fish therapy versus two facials The fish therapy was explained, as it would make your feet as smooth as a babies butt This was not the case at all You sit upright against and uncomfortable wall with your feet dangling in large water bowl with fish After the therapy, I needed to have a pedicure because not even percent of the dead skin was removed This is a gimmick and would advise do not purchaseAdditionally, once your service is over, they allow you to sit in the mediation room to relax, but during the time your trying to relax the staff is constantly trying to sell you a beauty product or two Not what I expected from a high end SPA Leave me to RelaxFurthermore, I purchased a straw bag for my daughter in the hotel gift shop As soon as I returned to the room I noticed the bag was ripped and had a large hole in the side I immediately took the bag back and was told they only do exchanges, no refunds They did not have anymore of that bag, so I demanded a refund and threatened to call my credit card company I argued for minutes with the cashier Apparently, a refund in Mexico is difficult and time consuming and she didn’t want to take the time to do it Due to amount of time the refund was taking, I left the gift shop and advised I would return bc/I had a romantic dinner waitingUpon arrival to the room, the dinner had already been served and was cold!!
The food was always beautifully arranged on the plate but the quality and taste was terrible The steaks served at the *** restaurant were nothing but grizzle and very thin The hamburgers from the grill during lunchtime were always over cooked and burnt When requesting mimosa they were made with tang/flavored orange water not fresh orange juiceLastly, were hounded every time entering the lobby area of the hotel was always asked to attend a presentation to another resort We began avoiding the area and walking poolside, the longer walk, just to avoid the lobby I understand there are certain things out of the hotels control but a lot of these things can be fixed with better customer service and upgraded to the rooms We had requested the resort refund two days of our trip based upon the events and the hotel denied the request

October 13, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** ***
*** ** *** Re: Revdex.com Complaint # ***
*** *** Booking # *** Thank you for your interest in the above complaint. We appreciate you forwarding a copy of Ms*** complaint to our attention and your patience as we pursued this matter on her behalf We were sorry to learn of Ms*** disappointment with aspects of her stay in JamaicaWe have noted her comments regarding the issue at check in and have addressed this with hotel managementThe hotel apologized for the inconvenience they did indicate that their room was upgraded and the charges were waived The resort staff tries to offer a variety of quality excursions at reasonable rates. Unfortunately, while we monitor these excursions for quality and value, we cannot control the content of the product provided by independent suppliers. We do recognize that everyone has differing viewpoints and expectations regarding excursions. We do value their concerns and have forwarded a copy of your correspondence to the Senior Resort Representative for reassessmentWe are in receipt of a response from the management team regarding Ms* *** and her traveling companions disappointment with their purchased Ultimate Thrill Seeker Tour which includes a rum tasting experience and not an actual visit to the Rum Factory as what clients' had thoughtDue to the misunderstanding they were refunded $15.00 pp which was accepted and signed for by Ms. *** ***While our records indicate Ms*** signed and accepted this partial refund for their disappointment, As a gesture of goodwill, we have refunded additional $per person to their original forms of payment on fileThe refunds will be processed within the next three to five 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, *** *** Apple Vacations

May 12, Attn: Revdex.com of Chicago and Northern Illinois, Inc*** ** *** *** *** Chicago, IL Re: Revdex.com Case # *** - Apple Vacations# *** *
*** *** Thank you for your interest in the above complaint. We appreciate you forwarding a copy of Ms*** complaint to our attention and your patience as we pursued this matter on her behalfOur records indicate that we have already been in contact with Ms*** traveling companion regarding their concernsTheir concerns have been forwarded to the Jamaica Resort Representative Management office for reassessment and considerationWe are in receipt of a response from the Representative Manager in which they have indicated that they shared the concerns with the supplier for the Ultimate Thrill ExcursionIn cooperation with the supplier we have arranged for a refund in the amount of $total to Ms*** credit card on fileThis refund will be processed within the next 3-business daysAdditionally, we were sorry to learn of Ms*** disappointment with aspects of their stay at the *** *** Hall BeachWe do value their feedback and have forwarded her comments to the Management of the *** *** Hall BeachWe can assure you that they appreciate their comments and will take corrective action as neededHowever, we are unable to honor Ms*** request for additional reimbursementWe appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matterSincerely, *** *** Apple Vacations

Initial Business Response /* (1000, 5, 2015/05/15) */
Contact Name and Title: ***
Contact Phone:***
Contact Email: ***
*** 15,
Attn:***
Revdex.com of Chicago and
Northern Illinois, Inc
NWabash,
Suite
Chicago, IL XXXXX
Re: *** *** / Complaint Case # XXXXXXXX
Booking # XXXXXXXX
Dear Ms.***
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Ms ***'s complaint to our attention and your patience as we pursued this matter on her behalf
We regret that Mrand Mrs*** and their travelling companions were displeased with aspects of their stay at ***We can assure you that these types of comments are not reflective of those we usually receive regarding this hotelWhile we empathize with their disappointment, in fact, based on the results of our Vacation Satisfaction Questionnaires for the same travel period, the majority of our clients find that this hotel property has merited the Apple rating which it has receivedUpon receipt of the hotel comments in Ms ***'s letter, we forwarded it to the management of the hotelWe are confident that the hotel management appreciates client feedback so that they can take corrective action where neededLike all service industries they are constantly working to improve the services provided to guests
Our records do not indicate that Ms *** or her travelling companions contacted or Apple Representatives to discuss their concerns while at the resortWe did receive a response from the *** who advised us that they do maintain proper pool cleaning standards and they do employ an outside inspection agency to monitor their standards
As a gesture of good will, Apple Vacations has offered our mutual clients Vacation Certificates in the amount of $ per person for used on a future Apple VacationThese certificates have been sent to Ms *** under a seperate cover
We are unable to honor Mrs***'s request for additional compensationPlease 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 remaining components of their vacation package were fully utilized, we are unable to offer any additional 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,
***
Apple Vacations

Initial Business Response /* (1000, 5, 2014/04/29) */
Re: Complaint Case # ***
Apple Vacations Booking # ***
Thank you for your interest in the above complaintWe appreciate you forwarding a copy of Mr*** complaint to our attention and your patience as we
pursued this matter on his behalf
We were sorry to learn of the issues that Mr*** experienced website when attempting to book his vacation to Cozumel on our websiteUnfortunately, the particular*** flights operated by*** Airlines that he was attempting to book were no longer availableThat resulted in the error message that he received prompting him to contact our reservations departmentOur reservations department checked into the package he was asking for and confirmed that the*** flights were no longer availablePlease allow me to clarify that this issue is a result of an issue that*** and*** Airlines are having during their mergerThe airlines are working to resolve this issue
Upon receipt of his Revdex.com Complaint, our reservations department contacted Mr*** on April 28th and assisted him in booking a vacation packageInstead of the night vacation package that he was originally inquiring about he accepted a seven night vacation package commencing on May 22nd, This package includes roundtrip airfare between Cleveland, Ohio and Cozumel Mexico via Delta Airlines, foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and nights at the Sunscape Sabor Cozumel including all meals, drinks, and entertainmentThe cost of his night vacation package was $per personWe hope that Mr*** enjoys his vacation to Cozumel
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 /* (2000, 7, 2014/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apple told me they could not give me the trip that I originally wanted at the price that was offered, and the price they were advertising for at the exact time of conversationThey in there written response to the Revdex.com still take no accountability, and blame there advertisement on an airline mergerApple told me they could offer me the night trip, which I could have booked myself as it turned out at the time of booking was only a $differenceWhen I told them it would be very difficult to take the extra days off work without pay, and would rather have the night trip, they said they absolutely couldn't because the price was to highWhen I asked for a one step room upgrade to make this inconvenience worth wile, they said they were going to pull the offerSo I settled for the trip they offeredI feel Apple needs to admit that they knowingly post rates that they know are not possible to bookDuring the whole time I spoke with them I kept asking them why they didn't take the advertised rates downThey answered me with numerous excuses, and as of 10:pm 4/29/the "bait and switch rates" are still thereApple needs to stop this practice and not blame it on the airlines, because I'm sure the airlines do not run there web site

Initial Business Response /* (1000, 5, 2015/04/16) */
April 16, 2015
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 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 airport. We 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 hotel. transfers are scheduled based on clients' flight times. Ms. [redacted] made her own flight arrangements and according to our records was departing from Cancun 8:00 a.m. Most airline carriers suggest clients arrive three hours prior to scheduled departure time. We regret that Ms. [redacted] was disappointed with the transfer service however we are unable to honor her request for a refund. Despite her disappointment her vacation package was utilized in full including roundtrip transfers in resort to and from the airport, as well as 7 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 dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations

Initial Business Response /* (1000, 5, 2015/06/17) */
June 17, 2015
Attn: Sarah [redacted]
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case [redacted]
Booking # [redacted]
Dear Ms....

[redacted]:
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 behalf.
We were sorry to learn of any difficulties Ms. [redacted] experienced making her family's travel arrangements to Cancun. We have reviewed their reservation and regret that there was misunderstanding about the connecting flight from Mexico City to Cancun on June 17th. We have contacted the airline on Ms. [redacted] behalf and made arrangements for her to travel on the same flight as her family. We have also arranged for roundtrip private transfers for her family between the Cancun airport and their hotel as a gesture of goodwill. The refund that was offered to Ms. [redacted] in the amount of $100.00 was processed to her credit card on June 10th, 2015. We hope that Ms. [redacted] enjoys her vacation.
We appreciate your interest in this dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely
Chris [redacted]
Apple Vacations

Initial Business Response /* (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