Arch Vacations

In response to the complaint attached received on May 18, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations, Inc. on November 11, 2014 a bundled vacation for a cruise and hotel. Mr. [redacted] also purchased from us at a later date, airfare, transfers and insurance to protect his entire vacation.All of Mr. [redacted]'s reservations are in place and are all confirmed for this requested travel dates. Copies of all confirmation are attached to this response. Mr. [redacted] has received copies of all his confirmations. Our customer care department spoke with Mr. [redacted] on May 20, 2015 and reviewed all of his travel arrangements and confirmations.Mr. [redacted]'s complaint is based on when and how Arch Vacations, Inc. pays their suppliers. It is our response that the relationships that Arch Vacations, Inc. has with their respective suppliers is an internal and confidential matter. Per contractual agreement, we cannot disclose our private arrangements.Arch Vacations, Inc. has specific contract guidelines with every supplier and has specified payment terms to those vendors which are not offered to the general public and are not the same payment terms offered to general consumers nor are the same payments terms published on travel supplier websites. We have explained this by telephone to Mr. [redacted].Arch Vacations, Inc. has completed and fulfilled each reservation of Mr. [redacted] 's travel, copies attached will demonstrate all of these travel components are confirmed and are active in good standing for Mr. [redacted]'s upcoming travel plans beginning on June 16, 2015.Attached you will find confirmed reservations for Mr. [redacted]'s hotels, transfers, insurance policy, cruise confirmation which states confirmed, and airfare which e-tickets have already been issued to Mr. [redacted]. These confirmations explain the details of how and when Mr. [redacted]'s reservations are made and confirmed.We therefore request this dispute be closed as Mr. [redacted] has no basis for a dispute as he in face has all of this travel plans confirmed and active.Sincerely,[redacted]Director of Business Management

What they are telling you is somewhat of a fabrication.  We paid over $7000 for a cruise, 3 nights lodging in a hotel of our choosing and air fare to and from the cruise.  They provided no ticket information nor provided us any information regarding our trip. They did return...

a phone call on September 29 after our leaving a message on the 28th.  We become alarmed that we had not received the customary ticket information within a 2 to 3 week period prior to the trip.  We were not home and they left a message which indicated that they would check why we had not received the tickets and would call us back.  We had no contact from Arch Vacations after the 29th through October 6th.  I called the hotel we had requested Arch to schedule and they had no record of a reservation in our names.  I called the Cruise lines twice, the first time contacting a customer service agent with the cruise line which instructed us to contact our travel agency even after explaining that our travel agency would not contact us with ticket information.  The following day I again contacted the cruise line and talked to another person who told us we had a fully paid cruise for October 7 through the 19th.  This person sent us the required tickets for the cruise and instructed us how to schedule our cruise through preregistration.  Still no contact from Arch after 5 or 6 messages left on their voicemail.  We then knew we had a cruise that was paid for but no airline tickets to the cruise or home at the conclusion of the cruise because we still had not heard from Arch Vacations.  We had received no further ticket information even though we had paid for those tickets.  Further we had still not heard about reservations for the 3  nights lodging not air information.  We then decided to find our own airfare to and from this cruise since we knew the cruise was scheduled and fully paid at our additional expense.  We also decided we should forgo the 3 nights lodging because it would be at additional expense to us after having already paid for these nights.  Late afternoon on October 2, we then scheduled flights to Bayonne, NJ on the 6th of October as our schedule with Arch called for and flights from Quebec City, Canada home to St. Louis, MO.  We incurred a cost of $1,031.86 for those flights.  While we were gone on this trip we did receive three messages to our home phone trying to contact us regarding the hotel reservation.  All three calls we receive after October 6th, the day we had arranged with Arch Vacations to begin our trip.   However, we were not home to receive them.  So their claim the called us is not exactly a lie, but it is  not the full truth either.  This is the worst agency I have encountered in 15 years of travel and people should be leary of dealing with them.  I have also filed a complaint with the [redacted]

Dispute Resolution DepartmentIn response to the complaint attached received on July 22, 2014 we are filing this response. Ms. [redacted] purchased from Arch Vacations, Inc. on February 19, 2014 a bundled vacation for a cruise, hotel and air. Ms. [redacted] approved this travel purchase by...

validating her purchase via a recorded message on February 19, 2014 and again by accepting the terms and conditions electronically on February 26, 2014 at 2:57PM MST. Ms. Ann [redacted] co-purchased this vacation bundle on February 19, 2014 and approved this travel purchase by validating her purchase via a recorded message on February 19, 2014. The primary email address on this account is [redacted].Ms. [redacted]/Ms. [redacted] redeemed their travel certificate on August 18, 2014 for purchase for travel to [redacted], ES. Arch Vacations, Inc booked this [redacted]. On June 22, 2015, Ms. [redacted]. Ms. [redacted] completed their air and hotel confirmations for this travel. On June 23, 2015 Arch Vacations, Inc. emailed the reservation confirmations to the primary email on this account. See attached reservation confirmations.On July 1, 2015 Ms.[redacted] /Ms. [redacted] again asked for the reservation confirmations. Again Arch Vacations, Inc. resent the reservation confirmations.On July 14, 2015 Ms. [redacted] Ms. [redacted] contacted Arch Vacations, Inc. for another copy of the hotel and air reservation confirmations. Arch Vacations, Inc. called and left a message stating the reservation confirmations would be resent.On July 22, 2015 Arch Vacations, Inc. again resent all the reservation confirmations to 3 email addresses now on file. [redacted],  [redacted], and [redacted].**.**.Arch Vacations, Inc spoke with customer on July 22,2015. Customer asked the reservation confirmations be mailed US MAIL. Arch Vacations, Inc. informed customer they would be mailed on July 23, 2015.We therefore request this dispute be closed as Arch Vacations, Inc. is willing to work with customer is resolving this matter.

Good Evening, I did receive a phone call from Arch Vacations on October 30, 2015. Since that call was received, things have gotten worse. I have communicated with a customer service representative named Verdees C[redacted] but that has not resulted in any progress. At the end of the very difficult...

conversation with an extremely rude Ms. C[redacted] we set up a call for Thursday, November 5th at 7 pm EST to review flight costs that were pertinent to planning my trip. After ending the initial call, I sent an email to the address [email protected] notifying them of the lack of professionalism of Ms. C[redacted] and requesting that I be assigned to a different agent. I then received a voice mail from Ms. C[redacted] notifying me that she was the only person that I could speak with and that since I did not want to work with her, she was cancelling our scheduled call for tonight. She also reminded me that I had to book my trip before November 30th. She did not offer any other person to speak with or any other way to receive the information that is necessary to book my trip other than to call 1-855-200-SAIL which I have called repeatedly and not gotten calls back from. Another concern is that Ms. C[redacted] notified us that she does no communications via e-mail which is very concerning considering the numerous complaints about trips not being paid for or guaranteed. Additionally, Arch Vacations has claimed that I have been calling the wrong number however, I have been calling the phone number that Thomas Z[redacted] Executive Vice President, Sales included in the Arch Vacations response to my initial complaint. That is the same number that appears on their website and I have been trying to call it for weeks.Thank you, [redacted]

I did not cancel this cruise and was not notified of the cancellation until I found out from the cruise line. I also do not see where the chargeback on the credit card was made, which is why I am pursuing the claim. If the $535.99 was removed, that only accounts for a portion of theaclaim. Who...

becomes responsible for a refund? I have not sent anything to the cruise line at this time because I feel that because ARCH didn't make a final payment $535.99 they should be responsible for the reimbursement.

Re: Complaint ID[redacted]Arch Vacations has not yet given me the refund that that was supposed to be processed, and that was stated in its response letter mailed to you dated October 6, 2015 and signed by Thomas Z[redacted] Executive Vice President, Sales.What further action can I take?[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
June 23rd - Upon receiving this e-mail, I called [redacted] at ###-###-#### ext [redacted] as per his written request. Got voice mail and left a message that I would call the next day.
June 24th - Called [redacted] again left a voice mail requesting a call back.
June 25th - Received a call from [redacted] and discussed our concerns. He advised that the tapes would be pulled and we would receive a call back.
June 29th - Received a call from [redacted] concerning our concerns. She advised that their conditions could have been explained better. She offered us a better deal on the extra for the air fare but we again stated our concerns for the extra cost.
She advised that she would look at the numbers and get back to us on Wed July 1st at 6:00 pm eastern time.
July 1st - As of 7:55 pm eastern time, no call or e-mail received from [redacted] or ARCH Vacations. Called ARCH Vacation at their Customer Cr [redacted] ext [redacted] left a voice mail for [redacted] expressing our displeasure. 
July 1st - At 8:05 pm eastern time, received a call from [redacted] apologizing for ARCH not getting back to us. I advised that it was not good business sense to make an appointments and then not keep them. No calls or e-mails cancelling or rearranging the appointment.
Further apologizes and I was put on hold while she attempted to contact [redacted]. As [redacted] wasn't available, Britany set up a contact for Tues July 7th between 7 & 8 pm eastern time.
I requested an e-mail as confirmation of the Tuesday July 7th appointment as well as another e-mail should they have to cancel or change the appointment.     
Regards,
[redacted]

In response to the complaint attached received on July 1, 2015 we are filing this response.  Mr. [redacted] purchased from Arch Vacations, Inc. on May 1, 2014 a bundled vacation for a cruise, round trip air from selected gateway cities and hotel.On May 1,2014 the purchase of this bundled cruise collection was validated with Mr. [redacted] on a recorded validation receiving authorization to process this sale. During the validation, Mr. [redacted] agreed to the terms and conditions. Included are: "taxes, port fees and surcharges will be charged at the time of booking. This recording was recorded between Mr. [redacted] and an Arch Vacations, Inc. travel concierge.On May 5, 2014 at 2:44PM Mr./Ms. [redacted] accepted the terms and conditions via electronic acceptance. On May 8, 2014 at 16:14 Mr. [redacted] accepted delivery of [redacted] package number [redacted] which included a copy of the terms and conditions along with the cancellation policy for this purchase. Copies are attached.On February 13, 2015 Mr. [redacted] spoke with an Arch Vacations, Inc. travel concierge who again reiterated taxes, port fees and surcharges were not included in the purchase. This call is recorded and available.On February 13, 2015 an Arch Vacations, Inc. booking agent called the [redacted]s and 2 other couples to discuss their cruise selection. The [redacted]'s informed Arch Vacations, Inc. that the Travel Concierge who sold them the vacation collection promised a balcony. On February 19, 2015 the [redacted]'s contacted Arch Vacations, Inc. to finalize the cruise booking. The [redacted]'s also selected an Alaskan Tour in addition to the Alaskan Cruise. The terms and conditions clearly state an inside cabin for 1cruise. The tour was additional travel Mr./Ms. [redacted] added at time of booking . Since the Arch Vacations, Inc. Travel Concierge promised a Balcony, The Director of Customer Care at Arch Vacations, Inc. offered to book the balcony portion of the cruise at cost at the time of booking.On February 16, 2015 an Arch Vacations, Inc. Director of Customer Care spoke with Mr./Ms. [redacted] offering the reduced rate on the Cruise portion of their vacation bund le. On this call again the Director reiterated there would be surcharges and taxes at the time of booking airfare.  On this call the Director of Customer Care stated she reviewed 34 recorded phone calls between Mr./Ms. [redacted] and Arch Vacations, Inc. The Director did not state that a balcony was mentioned 34 times at the time of this call. This call is also recorded.On May 7, 2015 the [redacted]'s contacted Arch Vacations, Inc. and stated they would like to use the hotel portion of their vacation in Las Vegas, NV at the [redacted] at the end of the cruise tour. On May 11, 2015 Arch Vacations, Inc. contacted the [redacted]s and 2 other couples to book the hotel selection. The Arch Vacations, Inc. booking agent quoted the additional fees and taxes as outlined in the terms and conditions of the original purchase made on May 1, 2014. Ms. [redacted] requested the Director of Customer Care call her back to discuss the taxes.On May 18, 2015 the Director of Customer Care contacted the [redacted]s to discuss the taxes and fees. This call was transferred to and completed by an Arch Vacations, Inc. booking agent. On May 27, 2015 Ms. [redacted] called stating she was expecting another call from the Director of Customer Care. On June 8, 2015, Ms. [redacted] called Arch Vacations, Inc. asking for a breakdown of charges for this booking.On June 10, 2015 a Customer Care agent called Ms. [redacted] and left a voice mail message stating she would receive a breakdown of these fees by email by week-end.  Arch Vacations, Inc. received a call from Ms. [redacted] stating she expects a breakdown of charges by Monday, June 15, 2015.On June 15, 2015 the Director of Customer Care sent an email breaking down the charges for this booking. The email was sent to each of the 3 couples at: [redacted], [redacted], [redacted]. A copy of the email is attached. All reservation confirmations are attached.We therefore request this dispute be closed as Arch Vacations, Inc. has provided the requested information .Sincerely,[redacted]Director of Business Management

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dismissal of the complaint without fully paying the booking as promised with the following information sent to you today does not provide resolution of any type.  In our phone conversation yesterday, I was told that the request for dismissal was not resolution of the agency perpetrated nonpayment within the stipulated guildelines of the industry as outlined below.Since my cruise booking that was confirmed, but not paid in full at the required 75 day point, I was not able at the 45 day point to print my boarding passes and luggage tags, since the booking is not paid in full.  Our cruise booking is still not paid in full, and therefore I still am unable to print my boarding passes and luggage tags this morning, today is day 36, May 15, 2015, before departing for the hotel on June 16, 2015 via [redacted].  This issue is not resolved and it is now day 36 before sailing.  According to [redacted], our booking should have been fully paid for before the 75 day point; you were notified by Princess of the problem repeatedly, and why on April 16, 2015 I found my booking cancelled on [redacted], whom I contacted and got them to reinstate the booking reservation and they chose to put it on hold for me after hearing my story of full payment given to Arch Vacations, Inc. via Discovery Package for $1999 plus the $9,162 on February 28, 2015.  Only $2000.00 has been paid to date according to my credit card company and [redacted] told me that a check had been sent in early April by overnight Priority Mail, but disappeared somewhere in the system, check was cancelled, and a new check cut and sent to [redacted], but still not received.  Tracking numbers provided to [redacted] were invalid according to [redacted].Please explain why my cruise booking still has not been paid yet since it has been over 30 days ago that this new check was supposedly sent to [redacted] to fully pay my cruise booking. Resolution occurs only when the cruise booking is fully paid as promised, since I have already given you the fully fare requested for this booking on February 28, 2015, according to my credit card company's records.  [redacted] disputes [redacted] allegation that Arch Vacations, Inc. has a different timeline for payment in full of my cruise booking as of May 14, 2015, as [redacted] stated that was due at or before 75 days prior to sailing from Travel Agencies too.  Making a Difference in Lives Worldwide,Dr. [redacted]

What they are telling you is somewhat of a fabrication.  We paid over $7000 for a cruise, 3 nights lodging in a hotel of our choosing and air fare to and from the cruise.  They provided no ticket information nor provided us any information regarding our trip. They did...

return a phone call on September 29 after our leaving a message on the 28th.  We become alarmed that we had not received the customary ticket information within a 2 to 3 week period prior to the trip.  We were not home and they left a message which indicated that they would check why we had not received the tickets and would call us back.  We had no contact from Arch Vacations after the 29th through October 6th.  I called the hotel we had requested Arch to schedule and they had no record of a reservation in our names.  I called the Cruise lines twice, the first time contacting a customer service agent with the cruise line which instructed us to contact our travel agency even after explaining that our travel agency would not contact us with ticket information.  The following day I again contacted the cruise line and talked to another person who told us we had a fully paid cruise for October 7 through the 19th.  This person sent us the required tickets for the cruise and instructed us how to schedule our cruise through preregistration.  Still no contact from Arch after 5 or 6 messages left on their voicemail.  We then knew we had a cruise that was paid for but no airline tickets to the cruise or home at the conclusion of the cruise because we still had not heard from Arch Vacations.  We had received no further ticket information even though we had paid for those tickets.  Further we had still not heard about reservations for the 3  nights lodging not air information.  We then decided to find our own airfare to and from this cruise since we knew the cruise was scheduled and fully paid at our additional expense.  We also decided we should forgo the 3 nights lodging because it would be at additional expense to us after having already paid for these nights.  Late afternoon on October 2, we then scheduled flights to Bayonne, NJ on the 6th of October as our schedule with Arch called for and flights from Quebec City, Canada home to St. Louis, MO.  We incurred a cost of $1,031.86 for those flights. 
While we were gone on this trip we did receive three messages to our home phone trying to contact us regarding the hotel reservation.  All three calls we receive after October 6th, the day we had arranged with Arch Vacations to begin our trip.   However, we were not home to receive them.  So their claim the called us is not exactly a lie, but it is  not the full truth either.  This is the worst agency I have encountered in 15 years of travel and people should be leary of dealing with them.  I have also filed a complaint with the [redacted]

In response to complaint [redacted] Arch Vacations, Inc. has taken...

the following actions to satisfy this customer’s request. On June 3, 2014 Ms. [redacted] purchased a ‘Getaway” travel collection for 2 adults which included a 3 day, 2 night hotel stay, car rental for 3 days or one activity for 2 adults, round-trip airfare for 2 adults. Tax, surcharge and processing fee were not included in the purchase and the terms and conditions of this purchase was signed for by Ms. [redacted] on June 14, 2014. The terms and conditions included a 10 day money back cancellation period. The cancellation period expired on June 14, 2014.On October 29, 2015 Ms. [redacted] called and asked if she could transfer the travel to another person, Mr. Victor D[redacted]. She stated he wanted to use the collection for travel to Australia in January 2016. The Customer Care department explained what was included in the collection. We also explained we would need Ms. Clarke’s request in writing to transfer the ownership of the collection. On October 30, 2015 we emailed Ms. [redacted] to inform her we received her fax requesting we change ownership of this purchase to Mr. Victor D[redacted]. On November 11, 2015 we sent an email to Ms. Clarke. Since we have not heard from Mr. D[redacted], we requested she ask him to call us to speak about his personal information and details for his travel. On November 12, 2015 Ms. [redacted] called stating no one contacted her from Arch Vacations. We explained we sent her an email. Ms. [redacted] informed us she would ask Mr. D[redacted] to call Arch Vacations. On November 16, 2015 we received a call from Mr. D[redacted] requesting information on this travel and that he wanted a one-month stay in Australia. We informed Mr. D[redacted] we would research his request and return his call. After this date we called Mr. D[redacted] 3 times at the phone number he provided and there was no answer and no voice mail system to leave a message. On November 23, 2015 we sent another email to Ms. [redacted] explaining we cannot reach Mr. D[redacted] and ask that he call us to discuss his travel request. On December 1, 2015 we sent two emails to Mr. D[redacted] stating we have tried numerous times to reach him. He was no voice mail and no one answers the phone. We requested he provide us with a phone number where he can be reached. We received another message from Mr. D[redacted] and again called him twice unable to reach him or leave a message. We sent another email to Ms. [redacted] on November 24, 2015 asking her to contact Mr. D[redacted] and provide us with information on how to reach him. On December 2, 2015 we sent another email to Mr. D[redacted] informing him we tried to reach him several times each day by phone. No one answers and we are unable to leave a message. In this email we explained the surcharges, fees and taxes to use this collection for an Australian trip. We also informed Mr. D[redacted] the travel collection Ms. [redacted] purchased is for 2 adults and cannot be split as outlined in the terms and conditions. On December 9, 2015 we again sent another email to Mr. D[redacted] informing him we have made several attempts by phone to reach him and we are unable to leave a voice message. We asked he contact us or at least leave us a message with a better phone number where he can be reached. On December 11, 2015 we sent another email providing details on how the customer can search themselves in the ‘customer only’ section of our website to view what travel options are available with the travel collection Ms. [redacted] purchased. We have made numerous attempts to satisfy the travel needs for this purchase. Since Mr. D[redacted] did not take our calls nor responded to our emails, we request this dispute be closed as Arch Vacations, Inc. has provided the requested information numerous times. Sincerely, Thomas Z[redacted] Executive Vice President, Sales

Dispute Resolution DepartmentIn response to complaint received on...

August 3, 2015 are filing this response. Mr. [redacted] complaint expressed concerns about receiving confirmations...⇄ for a trip. All reservations have been confirmed.  Arch Vacations, Inc. spoke with Mr. [redacted] on August 3, 2015 an...⇄ this trip.We therefore request this dispute be closed as Arch Vacations, Inc. has provided the service to Mr. Martin.Sincerely, [redacted] [redacted] Executive Vice President, Sales

In response to the complaint attached received on June 16, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations, Inc. on May 1, 2014 a bundled vacation for a cruise, round trip ,air from selected gateway cities and hotel.On February 13, 2015 an Arch Vacations, Inc....

booking agent called the [redacted]s and 2 other couples to discuss their cruise selection. The [redacted]'s informed Arch Vacations, Inc. that the Travel Concierge who sold them the vacation collection promised a balcony. On February 19, 2015 the [redacted]'s contacted Arch Vacations, Inc. to finalize the cruise booking. Since the Arch Vacations, Inc. Travel Concierge promised a Balcony, The Director of Customer Care at Arch Vacations, Inc. offered to book the balcony portion of the cruise at cost at the time of booking. On May 7, 2015 the [redacted]'s contacted Arch Vacations, Inc. and stated they would like to use the hotel portion of their vacation in Las Vegas, NV at the [redacted] at the end of the cruise tour. On May 11, 2015 Arch Vacations, Inc. contacted the [redacted]s and 2 other couples to book the hotel selection. The Arch Vacations, Inc. booking agent quoted the additional fees and taxes as outlined in the terms and conditions of the original purchase made on May 1, 2014. Ms. [redacted] requested the Director of Customer Care call her back to discuss the taxes.On May 18, 2015 the Director of Customer Care contacted the [redacted]s to discuss the taxes and ' fees. This call was transferred to and completed by an Arch Vacations, Inc. booking agent. On May 27, 2015 Ms. [redacted] called stating she was expecting another call from the Director of Customer Care. On June 8, 2015, Ms. [redacted] called Arch Vacations, Inc. asking for a breakdown of charges for this booking.On June 10, 2015 a Customer Care agent called Ms. [redacted] and left a voice mail message stating she would receive a breakdown of these fees by email by week-end. Arch Vacations, Inc. received a call from Ms. [redacted] stating she expects a breakdown of charges by Monday, June 15,2015.On June 15, 2015 the Director of Customer Care sent an email breaking down the charges for this booking. The email was sent to each of the 3 couples at: [redacted]. A copy of the email is attached. We therefore request this dispute be closed as Arch Vacations, Inc. has provided the requested information.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.You told me on Friday that you would call me today. I did not receive a call today from you concerning our conversation on Friday. [redacted] has told me on two occasions now that the cruise booking would be paid in full within a week, we are way over that time limit, and your own multiple promises of time limits since early April of overnight mail payment lost, cancelled, and resent. Appeasement does not work if you do not produce the results as promised, as it moves from a communication problem to a more serious breach of trustworthiness. Concerns I stated on Friday were:1. No full payment on the cruise booking as promised multiple times on a weekly basis since April 16, 2015,when my booking was cancelled due to nonpayment in full of my cruise booking on [redacted], Inc.2. No alpha numeric confirmation code for either hotel reservation you sent to me for the first time last Tuesday, May 26, 2015. I only had a receipt for the $80.96 room tax prior to receiving the two hotel reservation confirmations by E-mail on May 26, 2015.3. No alpha numeric confirmation code, company name, or contact phone number for either transfers, just a receipt of two payments for $120 and $180 via the company you used to do the credit card payment processing.4. No statement as to when the cruise booking will be paid in full, just promises of "I will talk with our accounting department to get it resolved." I have asked for the booking to be immediately paid for already, but no acknowledgement was provided for that request either.5.  I still have not been told what happened to the $50 AUD onboard credit I had when the cruise was first booked? Before the cruise booking was cancelled, I had $325 AUD credit on my onboard account, now it has dropped to $275 AUD which is my military benefit from [redacted].6.  As of tonight, I still cannot print my boarding passes or luggage tags because the [redacted] website states that my cruise booking is still not paid in full.7.  As a VTC, you received $7,162 cash via my credit card on February 28,2015.  Plus. in November 2014, you received the $299 downpayment for the Discovery Package, and an additional $425 a month for four months for a total of $1999.00 for the hotel and the cruise Discovery Package, in addition to the $7,162 cash for the cruise upgrade costs, and that was beyond the $2,000.00 directly charged to my credit card for downpayment directly to [redacted], Inc on March 1, 2015. As of today, I have paid Arch Vacations, Inc. a total of $11,241.96 for two hotel reservations and one cruise package, including room taxes and port fees.I am now at 19 days before sailing, 15 days prior to my flight, and 46 days of promises to resolve the full payment of my cruise booking. Please respond to my concerns by phone, E-mail, payment of booking, and giving of alpha numeric confirmation codes for hotel reservations, transportation transfers.Regards,[redacted]

WE CONTRACTED WITH ARCH VACATIONS AND PAID ALL FEES. AFTER THEY RECEIVED OUR MONEY, THEY COULD NO LONGER BE CONTACTED AND NEVER SENT US CONFIRMATIONS FOR AIR, HOTEL OR CRUISE. THIS COMPANY IS A FRAUD AND A SCAM. WE LOST THOUSANDS OF DOLLARS AND THEY'RE LAUGHING ALL THE WAY TO THE BANK WITH OUR MONEY.

In response to the complaint attached received on June 13, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations Inc. on July 18, 2014 a bundled vacation for a cruise, hotel and airfare. A copy of the travel certificate along with the terms and conditions of this sale is attached. In addition, Mr. [redacted] approved this travel purchase by validating his purchase via a recorded message on July 18, 2014 and again by accepting the terms and conditions electronically on July 18, 2014 11:31 M MST. Mr. [redacted]'s complaint includes a request to cancel his original purchase. The terms and conditions of his purchase included a 10-day full refund from date of purchase. At this time, Mr. [redacted]'s travel purchase is beyond the rescission period.On January 28, 2015 Mr. [redacted] selected a cruise on the MSC Musica embarking from Venice, Italy for 8 days, 7 nights and disembarking in Venice, Italy.Mr. [redacted]'s complaint is the additional charges for airfare and hotel for this cruise selection. Per the terms and conditions attached, Venice (VCE) is not listed as a gateway airport. The terms and conditions state other airport selections are available for an additional charge. In addition, the terms and conditions clearly indicate any airline taxes and fees are not included and will be charged at time of booking.Mr. [redacted] also states the lack of response from executives at Arch Vacations, Inc. The company Director of Customer Care has been in touch with Mr. [redacted] directly and through voice mail messages several times. Per our call logs, there have been 30+ calls or attempts notated since Mr. [redacted] purchased the vacation collection package. A copy of the call log is attached.The Director of Customer Care left a message with Mr. [redacted] on June 12, 2015 to discuss his concerns over the addition all costs for his cruise selection.The benefit of purchasing an open itinerary vacation collection is the selection of options available to our customers. It is our sincere desire that Mr. [redacted] return the Customer Care Director's call to discuss options that may be more acceptable to Mr. [redacted]. He can reach the Director by calling ###-###-#### at extension ####.As a goodwill adjustment, the Director of Customer Care offered a reduced price for booking airfare and hotel stay. The customer accepted these terms. Please see attached reservation confirmation.We therefore request this dispute be closed as Arch Vacations, Inc. is willing to work with Mr. [redacted] in resolving his concerns.Sincerely, [redacted]Director of Business Management

In response to the complaint attached received on June 16, 2015 we are filing this response. Ms. [redacted] purchased from Arch Vacations, Inc. on December 9,2014 bundled vacations for a cruise and hotel.On January 27, 2015 Arch Vacations, Inc. scheduled an appointment with Mr. [redacted]...

for February 3,2015 to discuss booking his cruise selections. On February 3,2015 Mr. [redacted] informed Arch Vacations, Inc. they are not prepared to select their cruise options at this time. On May 27, 2015 Arch Vacations, Inc. received an email from Mr. [redacted] to schedule another appointment to discuss cruise options. Arch Vacations, Inc. responded to this email in an attempt to schedule an appointment. No response was heard from Mr. [redacted] as of June 10, 2015. Another appointment was scheduled on June 15, 2015 to speak with Mr. [redacted] on June 16,2015 to discuss cruise options. On June 17, 2015 Ms. [redacted] asked that Arch Vacations, Inc. call her.On June 17, 2015 Arch vacations, Inc. presented cruise options to Ms. [redacted]. Ms. [redacted] felt these options were too expensive. Arch Vacations, Inc. explained the terms and conditions of the vacation packages purchased on December 9,2015. Per the terms and conditions of this sale, each package purchased did not include port charges or taxes on the cruise or hotel and they are due at the time of booking. Ms. [redacted] informed us she could reserve her own hotel for $40 per night. We informed Ms. [redacted] Arch Vacations, Inc. would search for less expensive options that may be within her budget. Ms. [redacted] asked that a representative from management call her back. On that same day, the Director of Customer Care called Ms. [redacted] to discuss her concerns. No one answered the phone and we left a voice mail message.On June 18, 2015 Ms. [redacted] called to speak to the legal department. A message was taken and referred to management. On June 18, 2015 the Director of Customer Care called Ms. [redacted] to propose a solution to make their cruise selection more affordable. Arch Vacations, Inc. offered to apply the purchase price of the original vacation package to another cruise selected by the [redacted]'s. A copy of the follow up email outlining this discussion and the solution is attached.On June 22, 2015 Arch Vacations, Inc. received another email from Mr. [redacted] presenting a counter offer for their cruise selection. A copy of this email is attached. On June 22, 2015 the Director of Customer Care called and spoke with Mr. [redacted] and offered to book their cruise at the price quoted directly to Mr. [redacted] by [redacted]. Mr. [redacted] verbally accepted these terms.We therefore request this dispute be closed as Arch Vacations, Inc. and the [redacted]'s verbally accepted the cruise terms the [redacted]'s were quoted by [redacted].

See attached. August 23, 2016 Re: Complaint ID# [redacted] Maria S[redacted]  Dispute Resolution Department In response to the complaint [redacted] received on August 20, 2016 we are filing this response. We have contacted Ms. S[redacted] to discuss her concerns. Unfortunately, we...

are unable to reach her at the phone number we have on file. [redacted].  Ms. S[redacted] also stated she contacted us several times and no one returned her calls.  We checked our call logs and cannot locate any messages from her or from the phone number we have on file.  [redacted].  We also sent an email to Ms. S[redacted]asking her to contact us as we are unable to reach her.   Perhaps Ms. S[redacted] does not have the correct telephone number or extension to reach our Customer Care department.  We ask that she call us at 1-855-200-7245 and press ‘2’ to be connected to the customer care team.  Our phone options have changed over the past year and perhaps Ms. S[redacted] is entering an invalid extension.   Our customer care hours of operation are Monday – Thursday 10 AM to  6PM Pacific Time. Friday from 9:30AM to 2PM Pacific time.  Our office is closed on Saturday and Sundays.  Weask that Ms. S[redacted]please call us as soon as possible.   Sincerely,  Thomas Z[redacted] VicePresident of Sales

Outstanding follow thru!
Arch Vacations really provided outstanding customer service. From the day we purchased to the week we returned home, they checked on us. Before we traveled they called to follow up to ensure we had everything we needed. Once we got home they called to ensure the vacation was perfect, which it was! We celebrated our 50th Anniversary on a cruise and we would definitely recommend them to our friends and family.
Nice to see some companies still provide customer service to their customers.

Re: Complaint ID[redacted]Arch Vacations has not yet given me the refund that that was supposed to be processed, and that was stated in its response...

letter mailed to you dated October 6, 2015 and signed by Thomas Z[redacted] Executive Vice President, Sales.What further action can I take?[redacted]