Apple Vacations

Initial Business Response /* (1000, 5, 2014/03/11) */
March 11, 2014
Attn: [redacted]
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: [redacted] / Complaint Case # XXXXXXXX
Apple Vacations Booking #...

XXXXXXXX
Dear Ms.[redacted]
Thank you for your interest in the above complaint. We 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, 2014 for a seven night land only vacation package commencing on March 21st, 2014. This package included roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and 7 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 Only. Mr. [redacted] selected Hotel Only during the booking process. We were sorry to learn of any confusion that Mr. [redacted] experienced while making his reservation online. Reservations 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, 2014 to inquire about adding roundtrip airfare but he declined the options provided and requested a full refund. A refund for the full amount of the vacation package was processed to his credit card ending in 1392 on March 10th, 2014. Please note that some refunds take between 3-5 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
Final Consumer Response /* (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 /* (4000, 9, 2014/03/14) */
March 14, 2014
Attn: [redacted]
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL XXXXX
Re: [redacted] / Complaint Case # XXXXXXXX
Apple Vacations Booking # XXXXXXXX
Dear Ms.[redacted]
Thank you for your continued interest in the above complaint. We 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 airfare. He booked his reservation online for hotel only. As previously mentioned a full refund in the amount of $2,058 has been processed to his credit card on file.
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, 2014/04/10) */
April 10, 2014
Attn: [redacted]
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case # [redacted]
Apple Booking #[redacted]
Dear...

Ms.[redacted]
Thank you for your interest in the above complaint. We appreciate you forwarding a copy of Mrs. [redacted] complaint to our attention and your patience as we pursued this matter on her behalf.
As indicated in Mrs. [redacted] correspondence, our records confirm that she has previously been in contact with our Customer Care Department regarding her July 2013 vacation to the Riviera Maya. Upon receipt of Mrs. [redacted] original correspondence, we forwarded it to the management of the Iberostar Paraiso Del Mar for review and consideration. We have enclosed a copy of our correspondence dated October 2nd, 2013 to Mrs. [redacted] including a copy of the previously issued Vacation Certificates and an itemized bill from the hotel for charges that Mrs. [redacted] incurred while in destination. The mentioned refund in the amount of $50.00 total was processed to Mrs. [redacted] credit card on file ending in 005 on August 30th, 2013.
Please let me assure you that all complaints are taken very seriously concerning our client's stay at any hotel booked through Apple Vacations. Apple Vacations is a wholesale tour operator. We contract with independent companies such as airlines and hotels, to arrange for the components of a vacation package (typically hotel accommodation, round-trip air travel and round-trip ground transfers in the destination). We do not own, operate or control the hotels, the airlines or the transportation companies involved comprising the vacation package. All of our vacations are subject to the terms and conditions of the Fair Trade Contract, which states, in its pertinent part:
5. OUR RESPONSIBILITY TO YOU
"Apple Vacations has made arrangements with airlines, hotels and other independent suppliers to provide you with the services you purchase and is represented in Mexico and most Caribbean destinations by companies organized and existing in that destination, including providers of transportation and excursions. We 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.
While we certainly appreciate Mrs. [redacted] concerns, we can assure you that her comments are not reflective of the usual feedback that we receive about this property. Please understand that the Iberostar Paraiso Del Mar is rated as a 5 Golden Apple property in our brochures and on our website (www.applevacations.com). We can assure you that we will continue to monitor the property to ensure that the standards that are expected are being maintained.
We are unable to honor Mrs. [redacted] request for additional or alternate compensation as their package including roundtrip airfare between Chicago, O'Hare and Cancun, Mexico, roundtrip transfers in resort to and from the airport, as well as seven nights all inclusive hotel accommodations at the Iberostar Paraiso Del Mar including all meals, beverages, entertainment, hotel baggage handling fees, taxes and gratuity were utilized in full. Please note that our records do not indicate that Mrs. [redacted] paid for "upgraded seating" as indicated in her correspondence. We do feel that we have made an effort to resolve Mrs. [redacted] concern's amicably and hope that Mrs. [redacted] will use the previously issued Vacation Certificates in the spirit in which they were intended.
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
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2014/04/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it is totally unacceptable to not have working plumbing in my room, having to deal with rude apple reps when I finally did get to talk to them that I was staying in a 5star hotel and if I didn't like it I should have stayed somewhere else. They just totally ignored my having to deal with toilet issues bugs no working tv.
being told I shouldn't use toilet paper and that I was in Mexico is absolutely nonsense.
Also when I came home I checked my email and there was a correspondence asking me to answer their questionnaire of which there wasn't any, and I still responded to their email (see attached) and I sent a letter via us postal service (see attached) It wasn't until [redacted] addressed the issue that they acknowledged on that I was dissatisfied, nothing about the specifics I mentioned especially the bugs, toilet and feces issue and a non working tv a less than clean room, not the use of different restaurants as advertised(which was small in lieu of the other issues) I am attaching correspondence with them and iberostar.
Iberostar riviera Maya never responded to my letter, and the fact that they sent me 2/ 100.00 vouchers towards my next apple vacation was like an insult I WILL NEVER TRAVEL WITH APPLE AGAIN and if the opportunity ever arises I would make sure I would let others who would consider apple know of my experiences.
Please see all attached correspondence and when you review them you'll see there were things that happened that I didn't even mention earlier.
Final Business Response /* (4000, 9, 2014/04/17) */
April 17, 2014
Attn: [redacted]
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case # [redacted]
Apple Booking #[redacted]
Dear Ms.[redacted]
Thank you for your continued interest in the above complaint. We appreciate you forwarding a copy of Mrs. [redacted] complaint to our attention and your patience as we pursued this matter on her behalf.
We were sorry to learn of Mrs. [redacted] continued disappointment. Please allow me to reiterate that upon receipt of Mrs. [redacted] initial correspondence, as a gesture of goodwill, we did contact the Iberostar Paraiso Del Mar for review and consideration. The hotel authorized and we processed a refund in the amount of $50 total in addition to Vacation Certificates in the amount of $100 per person as full and final compensation for their disappointment.
Apple Vacations made the requested arrangements for Mr. and Mrs. [redacted] and the services that they purchased through Apple Vacations were provided. We feel that we have offered reasonable assistance in trying to resolve this matter to their satisfaction, however since we neither own or operate the Iberostar Paraiso Del Mar, we are unable to offer additional or alternate reimbursement in this matter.
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
Consumer Response /* (3000, 15, 2014/05/15) */
I don;t believe that Apple vacations responded appropriately, Please don;t consider or list my case as resolved.
I don't think just because apple has been rated a 5 star apple hotel is any reason to be disregarded or considered there ever was a solution to the problem.
A 50.00 credit from the hotel and a 100.00 gift certificate only to get me to spend more money with a company I never did business with before nor ever will again.
I really don't want this to be considered resolved.
Have an arbitrator listen to and see the facts, and I will accept a decision made by an unbiased party.
Business Response /* (4000, 17, 2014/05/19) */
Dear Ms. [redacted]
Thank you for your continued interest in the above complaint. We appreciate you forwarding a copy of Mrs. [redacted] most recent complaint to our attention and your patience as we pursued this matter on her behalf.
We are sorry to learn of Mrs. [redacted]s continued disappointment. Please allow me to reiterate that upon receipt of her initial correspondence we did contact the Iberostar Paraiso Del Mar for review and consideration. The hotel authorized a refund in the amount of $50.00 total which was processed to her credit card on file ending in [redacted]. Additionally, as a gesture of goodwill Apple Vacations included Vacation Certificates in the amount of $100 per person as full and final compensation for their disappointment.
Apple Vacations made the requested arrangements for Mrs. [redacted] and the services that she purchased through Apple Vacations were provided in full. We feel that we have offered reasonable assistance in trying to resolve this matter to her satisfaction, however since we neither own or operate the Iberostar Paraiso Del Mar, we are unable to offer additional or alternate reimbursement in this matter.
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, 2015/08/27) */
August 27, 2015
Attn:
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: [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.
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 areas. The hotel does have a cleaning program to clear the beach of seaweed and debris. It 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 trip. We recognize that clients may find after arrival that a different hotel better suits their needs. Upon request, the resort representative offered to assist Mr. [redacted] with a hotel change. The only stipulation was that he would be responsible for any additional costs if a higher priced hotel was chosen. Mr. [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.e. roundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etc. As 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 dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations

October 29, 2016
   Attn: Revdex.com of Chicago and Northern Illinois, Inc. 330 N. Wabash, Suite 2006 Chicago, IL  60611   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 vacation. Please 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, $160 total to Ms. [redacted] credit card on file. The refund will be processed within 3-5 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 /* (1000, 5, 2014/07/29) */
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 previously been in contact with our Customer Care Department. Upon receipt of his initial correspondence, we contacted the management of the Vik Arena Blanca [redacted] Beach Resort for review and consideration. As per our previous correspondence, Apple Vacations has arranged for a refund in the amount of $250.00 total. This refund was processed to Mr. [redacted] credit card on file on July 17th, 2014.
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 property. Please understand that the Vik Arena Blanca [redacted] is rated as a 4 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 consideration. We are in receipt of a response from Mr.[redacted], Resident Manager of the hotel. Mr. [redacted] regrets any disappointment that Mr. and Mrs.[redacted] experienced. The hotel regrets that they were initially unable to accommodate Mr. and Mrs. [redacted] bedding request. The hotel has stated that the honeymooners were provided with a complimentary upgrade to an Oceanfront Suite. After which, they have no further record of any complaints during their stay. However, as a gesture of goodwill they have authorized an additional refund in the amount of $72.00 total as full and final compensation for their disappointment. This 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 package. The plan does provide some coverage limited to the policies in the insurance pamphlet. Apple 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 trip. Please understand that the hotel had numerous other guests during the same time period that Mr.[redacted] traveled and has no reports of food poisoning. As 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 Mr. and 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 dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations
Initial Consumer Rebuttal /* (3000, 7, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the initial $250 as well as additional $250 refunds. As you stated, the refunds was authorized by the VIK Hotel and I thank them. The total of these refunds is less than half of the $663 I paid at the VIK Arena Blanka onsite clinic after my wife and I haggled with the doctor from an initial price of $2000 while I was cringing in pain at 4am. I have documents supporting this. Primarily, it was insulting to my wife and me as were both Americans that the doctor thought he could get a potential $2000 to save my life. It's a good thing that my wife and I negotiated the price down to $663 in the manner than we did even as I was cringing in pain at 4am - it was a decision that saved my life. What'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 prices. Lastly, 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 think. We rarely take any tropical vacations and the one time we did turned into a nightmare for us both. The fact that I was put on 4 IVs during our honeymoon really put things into perspective for me and I'm just thankful to be alive. I hope someone can please understand my grief and thoughts about this situation. Since 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 resolution. Based on your response, it looks like the VIK has authorized these refunds but I haven't seen any refunds authorized by Apple Vacations. I'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 same. If the VIK agreed to a refund than I would kindly request Apple vacations also refund $250+$72= $332. 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 refunds. I've been waiting over 3 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 5 apples or more to further guarantee our safety, health, and well being on any vacation we take.
Final Business Response /* (4000, 13, 2014/08/08) */
Dear Ms. Riggins:
Thank you for your continued interest in the above complaint. We 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 disappointment. Allow 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 satisfaction. As mentioned in our previous correspondence, we have secured and processed refunds totaling $332.00 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 $50.00 per person for Mr. and Mrs.[redacted] to use on a future Apple vacation. While the certificates must be applied to a confirmed booking prior to the expiration, actual travel may take place after this date. The Vacation Certificates will be mailed directly to Mr. and 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 dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations
Final Consumer Response /* (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 soon. May 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 trip. This matter has gone for over 3 months now, an unnecessarily long time. For future Apple Vacations trips I'll make sure we pick a resort with 5 apples or more. I am looking forward to redoing my wife's and my honeymoon.

Booked an Apple vacation to Punta Canadian in November. Vacation was good until our departure. The bellhop never put our bags in the van after he took our receipt and told us to get in the van . We get to the airport and no luggage. Called Fantasia and they said they were not responsible but for $40 they would send our luggage by taxi. OurApple (Amstar) person at the airport could not help us. We paid the $40..Apple said the hotel is responsible - Fantasia says they are not. I wanted my $40 back but all they sent me was $50 voucher for another vacation. Who is responsible for the luggage from the hotel to the airport? Me????

March 30, 2016       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 department. They reviewed his comments and responded directly to him. We have enclosed a copy of the March 2, 2016 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 stay. The hotel confirms that the clients received the correct room category which was Junior Suite Superior. They have apologized for any disappointment that our mutual clients experienced.   We regret that we are unable to honor Mr. [redacted] request for reimbursement. We 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, 2016 [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] Airlines. Please accept our most sincere apology as we regret the inconvenience that Ms. [redacted] and you experienced. We understand this was a disappointing way for your trip to Punta Cana to begin. Unfortunately, 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 schedule. Apple Vacations recognizes that waiting is never pleasant. Please 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 transportation. We also regret the lack of communication from the [redacted] representative, compared to your past experiences meeting with the representative to discuss tours and departure information. As a gesture of our concern, we have enclosed vacation certificates in the total amount of $200.00 ($100.00 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 certificates. The 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 arrangements. The credit will then be applied to the new record.  Apple Vacations hopes to have more opportunities to serve you in the future. Thank you again for sharing your feedback.  At your service! [redacted] Senior Customer Care Specialist Apple Vacations [redacted] enclosure

Initial Business Response /* (1000, 5, 2015/02/20) */
Dear Ms. [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.
We appreciate Mr. [redacted]...

making us aware of hiss dissatisfaction with various aspects of his recent vacation. It 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 this. It is for this purpose that we ask clients to complete a Vacation Satisfaction Questionnaire at the end of their vacation. The 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 vacations. We 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 purchased. We have taken all reasonable steps to ensure that proper arrangements have been made for vacation packages. However, 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] expectations. The majority of our clients returning from Costa Rica find the service to be acceptable. However, 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 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 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 dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations
Initial Consumer Rebuttal /* (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 supplier. I'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 customer. When 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 actions. The price for the tour was $139 per person and we had 4 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 liable. I feel a refund of the tour is the right thing to do by Apple Vacations as the rest of the trip was decent. I 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 satisfaction. Hopefully 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 adjustment. If this situation is not fixed within the next 30 days I will contact an Attorney to look at my options via the legal process for breach of contract and false advertising.
[redacted]
Final Business Response /* (4000, 9, 2015/03/06) */
Dear Ms. [redacted]
Thank you for your continued interest in the above complaint. We 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 Rica. We 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 Travel. We can assure you, that these are not comments we frequently receive regarding this service or the excursions they offer. We do appreciate Mr. [redacted] concerns and have forwarded his comments on to the Resort Representative Management for review and corrective action as needed. Steps 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 excursion. Concerning the driver comments, they have assured us that the safety of our clients is their number one priority. They do monitor their vehicles for speed and maneuvers made by drivers on the road. While 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 48 hours with any supplier. However 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 $138.00 per person for the excursion. A refund in the amount of $276 will be processed to each of the credit cards we have on file ending in 8054 and 8016 within the next 3-5 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 reimbursement. We hope that Mr. [redacted] will understand our position and again consider Apple Vacation when making future travel plans.

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

Please find a copy of our correspondence that was sent directly to Mr. [redacted]
 
 
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Mr. [redacted]
[redacted]
[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] brand. It 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 possible. While 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 $1,906.00 to our mutual clients with their deepest apologizes for the many inconveniences faced while staying at the resort. The 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 $100.00 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]
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/06/25) */
June 25, 2015
Attn: Sarah [redacted]
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint ID# 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.
Our records indicate that Mrs. [redacted] booked her family's vacation via her travel agent for a 10 night package commencing on June 1st, 2015. . The package that she selected included roundtrip airfare between Philadelphia, Pennsylvania and Punta Cana Dominican Republic, foreign departure / arrival taxes, roundtrip transfers in resort between the airport and the hotel, hotel taxes, gratuities, and hotel baggage handling fees, and 10 nights at the Iberostar Dominicana including all meals, drinks, and entertainment.
We offer a wide spectrum of hotels and do our best to describe the facilities available and standards, which our clients may expect through the Apple rating system. The Iberostar Dominicana is rated as a 5 Golden Apple hotel. This rating, as described in our brochures, represents an excellent resort with superior first class accommodations and guest services.
We would like to note that Iberostar Dominicana is one of our "5 Golden Apple" resorts. This award is granted to those extraordinary resorts and hotels that have earned exceptional ratings on our Vacation Satisfaction Questionnaires. All "Golden Apple" resorts and hotels win the award for their exceptional service, value, and quality. We do regret that Mrs. [redacted] was disappointed in the service, food and overall accommodations. We can assure you that these are not comments that we normally receive regarding this property. We have forwarded her comments on to the Iberostar's Customer Service department for review and corrective action as needed. We can assure you that they value feedback.
In reference to Mrs. [redacted]'s comments regarding her phone calls to Apple Vacations, we have listened to the phone calls from the phone number provided in this complaint from Mrs. [redacted] to our reservations department and Customer Care department on June 16th, 2015. Mrs. [redacted] was asked to send an email into our Customer Care department to review and investigate her concerns. Apple Vacations makes every effort to review and investigate our clients concerns and we do request that all of the correspondence come in writing so that we properly address our clients concerns with the independent suppliers with whom we contract for services such as Iberostar Dominicana. We do regret that Mrs. [redacted] was disappointed in this procedure. However, we have no record of Mrs. [redacted] requesting to speak with a manager.
It is unfortunate that Mrs. [redacted] did not contact the resort representatives during her stay at the Iberostar Dominicana for assistance. Please understand that a representative has regularly scheduled desk hours at each hotel. During Mrs. [redacted]'s stay the representative was scheduled from 8:30am-12pm and 2: pm-5pm. These hours are posted on our notice board and are explained at the Welcome Reception. A representative is not present at the desk throughout the day, but during scheduled hours only. It is possible that clients may not see their representative if they don't attend the reception or look for them at the desk during the specified hours. Clients are also provided with the local office phone number for questions outside of the staffed desk hours. These numbers are included in the client documentation as well as posted on the notice board.
Please understand that the price of a vacation package is based on actual costs involved; i.e. roundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etc. As all components of your vacation 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,
Chris [redacted]
Apple Vacations
Initial Consumer Rebuttal /* (3000, 7, 2015/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When speaking with the customer care rep she basically said they have people whom rate the hotels and that person rated that hotel a 5 golden apple, I responded with well I don't know when the last time you had it done because it was no longer a 5 golden apple hotel. She asked why and I explained all the details in why it was not rated correctly. At that point she said she would call the hotel. I also told her about how the other apple rep spoke to me she said she would try to pull the recording. She tried giving me certificates totaling like $350, I asked how that was justifiable to the situation? She then took my address and said she would be in contact with me. I have not gonna a response since about a little over a week ago.
Final Business Response /* (4000, 9, 2015/07/14) */
July 14, 2015
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL XXXXX
Re: Complaint ID# XXXXXXXX / [redacted]
Booking # XXXXXXXX
Thank you for your continued interest in the above complaint. We appreciate you forwarding a copy of Mrs. [redacted]'s most recent correspondence to our attention and your patience as we pursued this matter on her behalf.
Upon receipt of Mrs. [redacted]'s previous correspondence we forwarded her comments on to the management of the Iberostar Dominicana. We are in receipt of a response from the hotels Customer Service Manager in which they have apologized for any disappointment or inconveniences that the [redacted] family experienced during their stay. After reviewing with the hotel, they verified that the clients did present some issues and they spoke to Melissa Foy, Rooms Division Manager, on several occasions. The hotel maintains that any issues presented were promptly taken care of by hotel management. The housekeeping issues were resolved immediately. The clients requested additional dinner reservations which were also granted.
Additionally, we forwarded her comments on to our Customer Care Manager who has reached out to Mrs. [redacted]. As a gesture of goodwill, Apple offered a Vacation Certificate in the amount of $125 per adult and $100 for the child for the [redacted] family to use towards a future Apple vacation. While the certificates must be applied to a confirmed booking prior to their expiration actual travel may take after this date. The certificates will be mailed to the address Mrs. [redacted] provided to our Customer Care Manager.
While we do empathize with their concerns, please understand that Apple Vacations bases our hotel ratings on the results of Vacation Satisfaction Questionnaire's completed by our clients at the end of their vacations. Based on the results of Vacation Satisfaction Questionnaires, the Iberostar Dominicana does maintain positive feedback overall and is deserving of the 5Golden Apple rating received. We do appreciate Mrs. [redacted] for bringing their concerns to our attention and we will continue to monitor the property to ensure that the standards that are expected are being maintained.
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
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I must state that several outright lies are stated above in the response by Melissa [redacted]. The 1st major problem is that we did NOT receive an extra dinner reservation. What happened was the maid trashed the small piece of paper with our dinner reservation on it and when we went to the front desk about it we found out that the dinner was that nite and they changed it since we did not have enough time to get ready for it. it was never an extra dinner! So please do not insult me like that. Now onto the other lies. Our maid service was terrible and never "fixed" after complaint after complaint, we just learned to deal with it since we knew that it would not be fixed just like every other issue.
I have since did some research and found out that apple rates its own hotels via its apple rating. I along with lots of others believe that the system is based on fraud. Since this claim was not resolved to my likings I will now be filing a complaint with the attorney general of Pennsylvania for fraud based on apples rating of the hotel.

June 17, 2016       Attn: Revdex.com of Chicago and Northern Illinois, Inc. 330 N. Wabash, Suite 2006 Chicago, IL  60611   Re: Ramona [redacted] Booking # 53504438...

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 3 G Promotion. Based on the correspondence we have received from Ms. [redacted]’s travel agent we have confirmed that their group has received credit for 2 complimentary rooms totaling $2,656 which will be processed to credit card ending in [redacted] after travel has been completed. Additionally, a complimentary upgrade has been requested for one of the standard room categories to the next room category based upon availability. We 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 /* (1000, 5, 2014/10/29) */
October 29, 2014
Attn:[redacted]
Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case #[redacted]
Apple Vacations Booking #...

XXXXXXXX
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 Ms. [redacted]'s disappointment regarding her recent vacation. Upon receipt of her correspondence we have contacted the management of the Luxury [redacted] for review and corrective action as needed. We are in receipt of a response from the hotel and have enclosed a copy for Ms. [redacted]'s review.
We would like to note that Luxury [redacted] is one of our "5 + Golden Apple" resorts. This award is granted to those extraordinary resorts and hotels that have earned exceptional ratings on our Vacation Satisfaction Questionnaires. The questionnaires are given to clients at the end of their vacations and the results are tabulated. All "5 + Golden Apple" resorts and hotels win the award for their exceptional service, value, and quality. We will continue to monitor the property to ensure that the standards that are expected are being maintained.
It is unfortunate that Ms.[redacted] was disappointed with the transfer from the airport to their hotel. Please note that they had complimentary shared transfers. It is not uncommon for clients on shared transfers to wait for other guests to collect their luggage and clear customs. Also, other stops to drop off other guests may increase the length of the transfer. We have noted her comments regarding the condition of the transfer vehicle and while it is not our experience to have complaints we have addressed her comments with the transfer company to avoid similar complaints.
Please understand that the price of a vacation package is based on actual costs involved; i.e. roundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etc. As all components of Ms. [redacted] vacation 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,
[redacted]
Apple Vacations

Initial Business Response /* (1000, 5, 2014/05/14) */
Re: Complaint Case # [redacted]
Booking #[redacted]
Thank you for your interest in Ms. [redacted] complaint. We 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, 2014. We do understand that this was a frustrating start to their vacation. Please understand that flight delays are an inescapable aspect of air transportation in spite of the airlines' best efforts to avoid them. Aside from safety itself, we realize that nothing is more important to passengers than maintaining a schedule. However, there are a multitude of factors beyond any airline's control, which can arise to frustrate these objectives and affect the timeliness of departures. Please 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 Department. As a gesture of goodwill, our Customer Care Department issued a Vacation Certificate in the amount of $75 per person for Ms. [redacted] family to use towards a future Apple vacation in our correspondence dated April 1, 2014. While the certificates must be applied to a confirmed booking prior to their expiration, actual travel may take place after this date. We 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.e. roundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers, etc. Despite the flight delay, the cost of providing their vacation remains the same for this situation, which was beyond our control just as it was theirs. Regrettably, we are unable to offer any cash reimbursement as requested. We 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 dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely
Apple Vacations
Initial Consumer Rebuttal /* (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 experience. They 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 flights. As 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 /* (4000, 9, 2014/05/22) */
Thank you for your continued 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 her behalf.
We are sorry to learn of Ms. [redacted] continued disappointment. We understand that this experience was not pleasant. Regrettably, flight delays are an inescapable aspect of the travel industry. While [redacted] Airlines operates within their schedules the greater part of the time, many factors beyond their control can affect the timeliness of departures. As 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 $75 per person for them to use towards a future vacation. We 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 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, 2015/08/24) */
August 24, 2015
Attn: Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL XXXXX
Re: Complaint ID#:[redacted]
Apple Vacations Booking # XXXXXXXX
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 Mr. [redacted]' behalf.
While we empathize with Mr. [redacted]' 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 $45 Apple Fee plus applicable hotel and airline penalties." Apple Vacations is willing to forego the $45 Apple Vacations Fee. However, we have reached out to[redacted] Airlines on several occasions on Mr. [redacted]' behalf, which was initially unwilling to forego the penalties and we have no control over the actions of the airlines. On 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 dispute. Please do not hesitate to contact us if you have any questions in this matter.
Sincerely,
[redacted]
Apple Vacations

December 9, 2016       Attn: Revdex.com of Chicago and Northern Illinois, Inc. 330 N. Wabash, Suite 2006 Chicago, IL  60611   Re: [redacted] Complaint...

[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 her behalf.   Our records indicate that Mrs. [redacted] has been in contact with our Customer Care department. Enclosed please find a copy of our response, which was sent directly to Mrs. [redacted]   We appreciate your interest in this dispute.  Please do not hesitate to contact us if you have any questions in this matter. Sincerely, [redacted]     December 8, 2016   Dear Mr. & Mrs. [redacted]   Apple Vacations is contacting you in reference to the email we received regarding your recent vacation to Punta Cana.  We truly regret to learn that you were injured during yoru stay at the [redacted] Blanca Resort.  Upon receipt of your dental receipt we immediately forwarded it to the General Manager for the resort to request reimbursement.  A credit in the amount of $279.00 is being issued to your [redacted] and should post to your account within the next 7 to 10 business days.   Thank you for contacting us!   Sincerely,   Apple Vacations [redacted] Customer Care Department [redacted] Newtown Square, PA 19073 [redacted]

April 21, 2016 Attn: Revdex.com of Chicago and Northern Illinois, Inc. [redacted] Re: Complaint Case
Calibri,sans-serif;">[redacted] [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 behalf. Our records indicate that Mr. [redacted] has been in touch with our promotional department in regards to his complimentary certificate. In cooperation with the hotel they have secured 7 nights’ all-inclusive hotel accommodations at the [redacted] roundtrip airfare between Indianapolis, Indiana and [redacted] Mexico via [redacted], roundtrip transfers between the airport and hotel. They did opt to purchase the [redacted] Promotional Travel Coverage for an additional $104.99 per person which was charged to his credit card. We regret that the [redacted]r was unable to honor their initial travel date requests. Please note that the offer on his certificate states that it is subject to availability. We hope that Mr. [redacted] enjoys his 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

Initial Business Response /* (1000, 5, 2015/08/11) */
August 11, 2015
Attn: Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case [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 appreciate Ms. [redacted] making us aware of her overall dissatisfaction with various aspects of her stay at the [redacted]. Please let us assure you that all complaints are taken seriously concerning our client's stay at any hotel booked through Apple Vacations. As Apple Vacation is a travel wholesale company, we contract with independent suppliers such as the [redacted]; however, we do not own or operate these suppliers and do not accept responsibility for their actions or omissions. As mentioned in our Fair Trade Contract, should our clients have a complaint pertaining to their vacation, we will provide as much reasonable help as possible to resolve their concerns.
Ms [redacted] and her traveling companions were booked and confirmed for an 8 night vacation package commencing on June 2nd, 2015. 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 8 nights at the all-inclusive [redacted] in a Privilege Superior Room including all meals, drinks, and entertainment.
We have noted Ms. [redacted] comments that she was expecting an ocean view room and two beds. Please allow me to highlight that the [redacted] Privilege Superior Room does not specify a view and is described as offering a King bed or two twin beds. We are sorry that the hotel was unable to honor their request for two beds on their arrival. At the time of booking, we enter special requests into our computer, with the stipulation that this is not a guarantee, but a request only. Room assignment is made upon arrival, at the discretion of the hotel personnel; we do not have control over such assignments. We were pleased to learn that the hotel was able to assist them with a room change to a room with two beds.
On June 3rd, 2015 Ms. [redacted] Travel Agent contacted our Departure Day and Destination Services department requesting assistance for them. We contacted the local resort representatives and hotel management requesting assistance with a room change. The hotel advised that upon arrival the clients received a Superior room [redacted] on the ground floor with king bed and rollaway. The hotel maintains that the location was near the ocean, pool and restaurants. The hotel advised that they did offer an alternate room with two beds on a higher floor but the clients declined due to the proximity to the ocean and pool. Additionally, the rep's checked into a possible upgrade as the clients asked about an ocean front room that was bigger, The hotel offered an upgraded room or change to their sister property but it was an additional cost and the clients declined to pay anything additional. Regarding the wheel chair, the hotel advised that they do not have one that clients can keep throughout their stay but they could arrange a rental through a private company at the clients' expense.
Please understand that the price of a vacation package is based on actual costs involved; i.e. roundtrip airfare, hotel accommodations, hotel taxes and gratuities, roundtrip transfers etc. As all components of their vacation 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,
[redacted]
Apple Vacations
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we did ask for ocean view room and 2 beds we were told our room was given away and we had to wait for a room to be found . Yes they did find us a room 1 king bed and a roll away cot NOW tell me truthfully would you accept a cot to sleep on , when you paid 1300 dollars for this trip, sorry but I truly believe no one would accept this arrangement, and our view was of a block wall , what was this resort thinking about ,to us they made a aweful mistake and are not admitting to this inconvience . They know this was not to our satisfaction and they just sweep us aside , trying to keep us quiet so other vacationers did not hear our complaints .also for the subject of room change we were the first flight that morning to this resort and they said our room WAS GIVEN AWAY ...WHY WOULD THEY GIVE OUR ROOM AWAY WHEN THEY KNEW WE WERE COMING Communication was missed somewhere down the road and as my own personnel feelings about this wheel chair mess where is it written that they have only one chair BUT we could rent one ???????? And another this so called Travel Agent Fox Travel [redacted] told us oh this will be a wonderful vacation, this was aweful and what is this , FIRST COME FIRST SERVE, ON A TRIP PEOPLE WAIT FOR A LIFE-TIME FOR , No I and [redacted] and[redacted] will Not accept this decision from this resort or Apple it self, we feel we need to be re-emberessed, A COT TO SLEEP ON FOR 3 NIGHTS AND 1/2 the next day was uncalled for , this is not acceptable for adult sleeping. , this is unfair and we feel we were mislead on this trip.What about Mr. [redacted], he never had a chance to see the whole resort I really do not feel we are asking for anything that we do not deserve, how many times do we have to say this was a messed up vacation and the resort the travel agent and Apple are all to blame , sorry but true, they are selling and taking money from the public and stand behind nothing, maybe this subject should be bought visible to the public so that they are not the next victims in travel arrangements from these companies
Thank You,
[redacted] and [redacted]

Final Consumer Response /* (4200, 11, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as the apple agency explains , upon having Fox Travel setting this up for us , then apple taking over which one then should be responsible I can not understand this whole mess the Fox travel worked with me ([redacted] ) and as stated by me we had 3 people not 2 Not one 3 then why would she give us this package , with One King Bed or 2, with these beds. twins,there are 3 people, maybe THIS Problem is more so Fox Travel, when a person sets up a vacation for 3 people then WHY offer us this certain pkg . And most people trust their travel agent to give them the best price, and accomadations. NEVER NEVER being told our rooms would not be reserved??? That to me is false advertisement and both the Fox Travel and Apple should be held for this problem, I feel we were falsely advised and I feel this not being responsible for anything once they have the money is also wrong. What did we get charged over 100.00 dollars for insurance for , not being satisfied and very unhappy should be included. I have sent a request for ALL papers from this trip June 2-10 to Fox Travel, Upon receiving these papers and having an advisery look them over , I will then contact the Revdex.com with their thoughts .
never did hear the response from the resort about the 3rd floor room and the elevator not working, when we asked numerous times do they have an elevator for the disabled, we had to refuse this room because of this .
Thank You
[redacted]


Final Business Response /* (4000, 14, 2015/09/02) */
September 2, 2015
Attn: Revdex.com of Chicago and
Northern Illinois, Inc.
330 N. Wabash, Suite 2006
Chicago, IL 60611
Re: Complaint Case [redacted]
Thank you for your continued interest in the above complaint. We appreciate you forwarding a copy of Ms. [redacted] most recent complaint to our attention and your patience as we pursued this matter on her behalf.

As mentioned in our previous correspondence, Apple Vacation is a travel wholesale company, we contract with independent suppliers such as the [redacted], however, we do not own or operate these suppliers and do not accept responsibility for their actions or omissions. As mentioned in our Fair Trade Contract, should our clients have a complaint pertaining to their vacation, we will provide as much reasonable help as possible to resolve their concerns. Apple Vacations does not own or operate the independent suppliers with whom we contract for services. We do not accept and expressly disclaim any liability.
Upon being notified of Ms. [redacted] disappointment with aspects of her stay at the hotel, we did contact the hotel management on their behalf both during their stay and after. Unfortunately, the hotel has not authorized compensation in this matter. While we empathize with her continued disappointment, we are unable to honor their 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,
[redacted]
Apple Vacations

October 19, 2016Attn: Revdex.com of Chicago and Northern Illinois, Inc. [redacted] Chicago, IL  60611   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 behalf. We 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 72hour1016 promotion it must be booked October 18-20, 2016 and must be utilized at the time of booking. Ms. [redacted] reservation was booked on September 11, 2016 for travel December 29th, 2016 thru January 4th, 2017.   As a gesture of goodwill and a onetime exception, we have applied a refund in the amount of $420 total to their credit card on file. Please note that this refund will be processed within 3-5 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

My husband and I (Joseph & Deirdre [redacted]) traveled to Cancun Mexico (Riviera Maya) on Monday, September 28, 2015 for 8days & returned on the following Monday, October 5th with 2 other couples traveling with us.

We stayed at the Ocean Coral & Turqueusa, an all-inclusive resort during this time and was told by Apple Vacations that this was a 5Apple Gold Resort.
First I would like to say your aerial view of the resort's beach & the resort itself must be old. Although the resort itself is nice, it does not compare to the photos you have on your website and the photos you have of their beach, well, I'm not sure what view those pictures are from but it definitely looks nothing like it... There's a short hill side you have to come down before you reach the small beach (coffee like ocean with the worse smell in the world).

First off when we drove up the road leading to the Resort the side roads (which I will call a forest) was less than desirable (garbage all over the sides of the roads (tires, furniture, garbage and the list goes on and on) which is something I've never seen at any hotel or resort before (it was a mess). Once we arrived at the Resort, we were prompted by an Apple Vacation Rep who gave us information and told us if we had any questions or issues; he was there to assist us (that didn't happen, although Mr. [redacted] was nice).

Then we were prompted by the worse spell that I've never ever smelled before in my life and again the smell was less than desirable. I believe we should have been warned and/or notified of this prior to coming. The Resort contributed the bad/dead smell to the High Levels of Dead Coral Reef coming in land. There's absolutely no way in [redacted], that was all that contributed to that awful smell. Although Coral Reefs are a living organism and dead could put off a smell, but the type of smell we had to endure during the 8 day stay at this all-inclusive resort was way worse (dead carcasses & raw sewage type smells). The ocean/water was the color of black coffee which there was no way in [redacted] I was going in or near that beach water/ocean. The closer you got to the beach the worse the smell was which probably prompted the increase number of bugs at the resort (yes we were bit up from head to toe).
We also visited the conference center on the resort and once we entered this building the smell was 10x worse than what we were confronted with on the beach/pool front. It was so bad, I had to ask the resort staff where their sewer system goes to and of course no one could answer that question.

This was the worse vacation/experience I've ever experienced and I think that this resort should be put on notice/warning. The Resort smell was so bad we had to book Excursions every day just to leave the resort for fresh air & food. We paid for all-inclusive but had to leave just to get relief, not cool at all and I was/am [redacted]. I'm not saying all the food was bad, but when you have to eat outside and mix your food with that smell and all the bugs around due to the smells, it doesn't make for a good vacation spot for any type of vacationing or eating.

We will never ever book to this resort ever again and may not book through Apple Vacation again if this is what we have to look forward to on our future vacations.