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Arch Vacations Reviews (117)

On July 20, my travel partner arranged a riverboat cruise with Arch Vacations. On 7/27, I spoke to them on the phone to give my card # for the airplane flight. I asked to be sent the information on the trip as my travel partner does not use email well & cannot print information. On 7/29 I had received nothing & called again & was told I would receive the information & flight confirmation by 7/31. On 8/3 I had received nothing & spoke on the phone with someone who said it would be sent out in a few hours. The sent me the flight confirmations for both of us but nothing about the cruise. On 8/5 my travel partner got the name of the cruise line, our reservation #. She spoke to the cruise line directly & confirmed that our reservations were paid for. That was a relief since we had gotten nothing from Arch Vacations. On 8/14 I called the cruise line because I still had gotten nothing from Arch Vacations & found that we needed a Guest Confirmation Form in order to board the boat. Arch had said nothing, sent nothing about this. The cruise line said we should get it from the travel agent but when we told them the problems with communication they agreed to sent us the forms. They also sent brochures - Arch never did. We mostly communicated with the cruise company when we had questions at this point. Arch did send the luggage tags. We had to find out about airport transfers, etc. from the cruise company. At some point, Arch Vacations decided to "go green" & use phones or email for everything. This was frustrating for my companion because she does not work well with email & has no printer. I have been on a number of vacations using a travel agent. They always made sure I was well informed & were very helpful. They sent information promptly as needed & when it was requested Arch Vacations seemed to not know how to work with their customers. I well never use them again or recommend them to anyone.

Review: I am a member of ARCH VACATIONS, in that I paid them over $6000. for a vacation package. I just recently chose 3 cruises for myself and 2 other families, but before getting a chance to look at the cruises, before receiving any paperwork which we were supposed to get to sign, before even seeing a confirmation number or any such thing, we were immediately charged on our credit /debit.cards. we decided we didn't want to do the chosen cruises because it was going to cost us a lot more than purchasing it from the actual cruise co (we've been in touch with them) and i'd already paid them $6000. for the package-which includes not just cruises, and now they are saying we can't cancel, haven't even offered to let us change what we asked for, and will not get any kind of refund. the cruise wasn't even going to be till nov. 2016, and we know they've not paid the cruise co. ( royal caribbean) they did use our charge/debit cards to pay the cruise co. the cruise co. says there's no reason we can't cancel or change and they do it all the time!! I feel like i've been more than used, and they've had my money for a long time and should be willing to work with us. after this fiasco, and having the representative scream at us on the phone and hang up in 1 day alone, 6 times. now, I have no desire to do business with them at all-and would like to get all my money back. how can I plan a trip with a consultant that screams at me, writes very nasty, illegible, hard to understand emails and the list goes on. I am trying to make this short, but I could write a book. during the time i've been with ARCH, i've had 4 or 5 different consultants so there's no way to have any continuity of reasonable help. the latest consultant is 'off the wall' crazy. in trying to communicate with the co, everything (phone calls, emails etc) just goes back to the same consultant so we are unable to get anywhere. her name is VERDEESE CARR, and emails to the president etc. have not been answered. reedyDesired Settlement: I believe in view of our situation with the consultant, I would like to be totally free from this company. I don't believe I can get anything, in view of travel/trips etc. from them , and I not only want the trips cancelled, I want my money refunded including the money I paid to join the company in the first place. today, (dec.1st) all the paperwork and confirmation numbers appeared suddenly on my computer, and I was charged nov. 25, and 26th. I have already contacted my credit card co. to dispute the charge, but this doesn't help for the $6000. i'd already paid them. one big reason we wanted to cancel is that what they called "taxes and port fees" were more than double what the actual cruise line is charging. there are 3 families involved and we are all writing you. they are 1., the REEDY'S, 2. THE SCULLY'S 3. THE KRATZ'S thank you for your time and looking into this. rachel reedy

Review: On July 18,2014 I purchased a vacation package from Arch vacations with a down payment of $599. On July 25,2014 I paid off the vacation with a payment of $4048. On October 22,2014 I was contacted by Joe D[redacted] of Arch Vacations to ask if we wanted to upgrade our cruise portion of the package. I upgraded the cabin and also paid port charges and taxes on the Hawaiian cruise with another $2163.58. At that time I was given preliminary reservations for the airfare, hotel accommodations and our cruise. I was told that final reservations as well as all tickets would be sent or emailed to us two months prior to our departure date of November 4,2015. That date came and we heard nothing. I called and was told that it was supposed to be coming in about two weeks. Two weeks passed and still no information. After many more calls they do not even respond to me.Desired Settlement: Since our vacation is already ruined, I would like a complete refund at the least. Some extra compensation for all of our headaches would be nice.

Review: I purchased a vacation plan from Arch vacations; they took my money, promising an immediate email with a confirmation number. They have never sent me a confirmation # but have taken my money. I want my money back and I want to cancel this trip (even if it's legitimate, which I doubt.) So basically, at this moment, I'm out $987 and I have no guarantee of a trip.Desired Settlement: I want my money back.

Review: I am writing in regard to a trip that was purchased by my husband and myself through ARCH. I will outline the story as follows:

1. ARCH Vacations called and solicited via telephone, a vacation on or about April 1, 2014. Cindy [redacted] was the agent that my husband talked with at that time. A down payment of $439.80 was made via credit card. The trip included a 7 day Caribbean Cruise on Princess Line and airfare from SeaTac to Florida.

2. Subsequent payments of $439.80 were made on the 1st of May, June, and July of 2014 via credit card. A final payment of $439.80 was made on July 27, 2014.

3. Total so far $2199.

4. We booked our cruise for November 29-December 6, 2015 with Joe DeSan (?) on May 4, 2015.

5. On May 4, 2015 we paid $535.99 in port charges and Taxes to ARCH vacations, again with “Joe”

6. At that time we were told that an airline representative would be calling us to make and confirm reservations for the trip.

7. When I heard nothing from ARCH or the airline representative by September, I called ARCH to see if there was a problem. I left several messages with no response.

8. I went on line and filled in the information with the cruise line. We had a reservation #, which I had to call and get from ARCH, the name of the cruise ship and a room number. I filled in the Personlizer information without problem and paid for our gratuities which is required.

9. At that time I also got the number for travel insurance.

10. Having made several attempts to contact ARCH and getting no response, I contacted the Cruise line online, only to find out that the cruise had been canceled.

11. On October 14, I spoke with a representative from the cruise line in an attempt to discover who had canceled the trip and why we were not notified before this action took place. By now the cruise placed a charge of $262 as a cancellation fee. The representative was only able to tell me that the ‘final’ payment had not been made. The cruise line offered to cancel the $262 charge if we wanted to rebook the cruise. We are retired and live on a fixed income and of course didn’t have the money to rebook and pay for another cruise.

12. The representative told me that the trip was canceled because the deadline had passed for final payment which didn’t make sense because we made that payment in May.

13. I immediately disputed the charge on my credit cards for a total of $2734.99 plus $262 cancellation fee.

14. I also called and left several messages at ARCH, saying how unhappy I was and that I expected a refund. Finally someone called back and was quite rude on the phone and very negative. I asked how we could resolve the issue and this person was most concerned that I reverse the dispute on the credit cards to give ARCH time to seeing why the accounting department did not complete the transaction (or final payment).

15. I did reverse the $535.99 at that time.

16. When I didn’t hear back from ARCH within 10 days, I again disputed the credit card charges again. I have tried numerous times to reach the company without success.

17. I contacted an attorney and he recommended my next steps which were to write a letter to ARCH, the Revdex.com and also look into small claims court if this can’t be resolved. A copy will be sent to my Attorney General.Desired Settlement: My expectation is to be contacted by a representative of ARCH immediately upon receipt of this letter. I expect to be reimbursed the total of our canceled trip which is $2734.99 and the cancellation fee of $262 which the cruise line charged us. If this doesn’t happen I will have no recourse other than to take ARCH Vacations, Inc. to small claims court.

Consumer

Response:

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.

Review: We were phoned by a [redacted] from ARCH vacations on July 8, who gave us information about a fantastic cruise deal. We had been planning to take a trip to Europe and this deal sounded good to us. The package included air fare plus two hotel nights up front and 1 night after the one week cruise. The cost was $3799.00plus taxes for both of us! We jumped at the sale and gave her our credit card information. On July 11 she gave us a tutorial of the cruise and at that time she revealed the true costs of the package, which included a near $1000.00 charge for an inside cabin,( not an upgrade)At this time we said that she had not honestly represented the cruise deal and we asked her NOT to process the credit card charges and that we wanted out of the arrangement. at this point she hung up the phone and when we tried to call back we to an answering machine. I checked my [redacted] credit balance and saw that it had already been charge! We called back the next day and left a message on her phone saying we were no happy with her business practices and demanded our refund. We received a call from another sales lady (I did not get here name) Who said that the "package had been mailed out to us and no refund would be given until this package was returned.

July 15 we received the package and did not open it , but sent it back to ARCH registered mail . (which cost me $25.75 cdn.

July 22 postal tracking indicated that the package was received by a [redacted].

July 23 we called [redacted] only to get an answering machine.

We called the accounting department and talked to a J[redacted], who said the issue would be handled by the end of that day.

July 23 we also called [redacted] and opened a complaint case with them.

July 24 we received a call from [redacted] who said the refund was processed. BUT it would take up to 21 days to appear on our card.

It is now August 24th and nothing has happened yet.

August 22 I sent an Email to [redacted] , again voicing my displeasure with their service and asked why the refund was not sent yet. No response from ARCH vacations

So this is why I have contacted the Revdex.com, Hopefully you can jolt these people into being more honest, and maybe warn others of their underhanded services.

Because of this our credit rating and any hopes of a vacation this year have been damaged severely.Desired Settlement: Hopefully you have the power to give this company a warning about fraudulent representation of sales and have them speed up the return of my funds.

Review: They contacted us in July of 2014, we were sold a premium collection with air. We were told that this package would cover a stay in a hotel for up to 3 nights, a 7-10 day cruise and airfare for two adults. We indicated that we would use this package to go to Greece and were told that it would. The total amount paid in American funds was $4999.00

We were contacted in January 2015 requesting an additional amount to cover port fees that amount was $448.93. This amount was paid. Then we were contacted in May 2015 to actually book the flight, they requested an additional amount of $2360.80, we asked why and they said it was for upgrade and taxes. We said we were not going to pay an additional amount for what was already paid for. [redacted] who we were speaking with told us to contact [redacted] our travel concierge, after having tried a number of times to contact her and having left messages for her with no response we contacted costumer care again. We spoke with [redacted] and told her of our concerns, she was to pass on this information to an executive. We were supposed to be contacted by an executive and this did not happen, received a phone call from [redacted] as well as an email apologizing for not keeping the appointment and that she left a message saying she hoped to contact us soon, that date was June 3rd on her email. On June 3rd we sent [redacted] an email with our concerns and a history of our dealings with ARCH. She has not responded to this email. (a copy of this correspondence can be forwarded to you if requested). On June 8th having not heard from ARCH we phoned and spoke with [redacted] again, we were advised that an appointment would be set for Friday June 12th between 5 and 6 Eastern time with [redacted]. We requested an email confirming this appointment this was not done, and did not receive a call as of this date Saturday June 13th. We have clearly said that they are not fulfilling their contract and at this point we just want our money refunded in full.

We no longer have faith in ARCH Vacations to deliver the vacation that we were expecting.Desired Settlement: We want the money paid to ARCH to be refunded in full.

Business

Response:

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 11:31AM 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 gatewayairport. 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 additional 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 [redacted]. We therefore request this dispute be closed as Arch Vacations, Inc. is willing to work with Mr. [redacted] in resolving his concerns.

Consumer

Response:

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,

Business

Response:

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

Review: Arch Vacations promised to pay my booking with them for [redacted] booking as of 5/6/2015 and the cruise is within 45 days of sailing. Now I am unsure if my other reservations are actually made and paid in full too. They called and assured me payment was in the mail two weeks ago, but [redacted] has NOT received the full payment as of today. I have flight reservations, hotel reservations, transfers from the airport to the hotel and from the hotel to the airport, and transfers from the hotel to the port and from the port to the hotel, and insurance on the whole vacation too. When I call, I cannot get a person to answer. [redacted] does not have x3012. When I call finance, the voice mail cannot take any messages. My E-mails go unanswered by both [redacted] and [redacted]. The one customer service agent, [redacted], is on mountain time when I get her voice mail, but the agency is in Scottsdale, AZ.Desired Settlement: Pay all the reservations in full immediately as promised.

Business

Response:

In response to the complaint above received on 5/7/15 we are filing this response.Mr. [redacted] purchased from us 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 his requested travel dates. Copies of all confirmations are attached to this response. Mr. [redacted] has received copies of all of his confirmations.Mr. [redacted]'s complaint is based on when Arch Vacations, Inc. pays their suppliers. It is our response that the relationships that Arch Vacations, Inc. has with their respective suppliers and when payments are due to suppliers of Arch Vacations, Inc. is of no concern to Mr. [redacted] and is an internal confidential matter.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.Arch Vacations, Inc. has completed and fulfilled each reservation of Mr. [redacted], copies attached will demonstrate all of Mr. [redacted]s' 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 which states confirmed, and airfare which e-tickets have already been issued to Mr. [redacted].We therefore request this dispute be closed as Mr. [redacted] has no basis for a dispute as he in fact has all of his travel plans confirmed and active.

Consumer

Response:

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]. [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]. [redacted]

Business

Response:

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

Consumer

Response:

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]

Business

Response:

In response to the complaint attached received on June 2, 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] at least three times since May 20, 2015 the latest on May 29, 2015 to review all of his travel arrangements and confirmations. Since May 29, 2015 we submitted 4 emails to Mr. [redacted], answering his questions concerning his travel reservations. Copies of these emails are attached.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 fact has all of this travel plans confirmed and active.Sincerely,[redacted]Director of Business Management

Review: My friend and I have been attempting to make plans for a European trip and cruise through Arch Vacations. We purchased a"luxury collection" package to include airfare, cruise and three nights in a hotel over a year ago. We have been told that they have booked the cruise we wanted (after paying an additional amount) and our airline and hotel reservations (after an additional couple of thousand dollars in fuel surcharges), but have received no written confirmation (email or otherwise) about any of our trip. We don't know what airlines they supposedly booked us on or what times we are supposed to fly. We have nothing from the cruise lines and no confirmation number. Numerous messages left at Arch Vacations have gone unanswered. We have made appointments to talk to representatives and then received calls saying the appointments would have to be re-scheduled. No one ever answers the phone. We are left wondering whether they actually booked anything for us or just took our money. The only evidence we have that we have arranged a vacation is the charges that have been made against our credit cards. The couple times we have called Arch Vacations and actually talked to a person, we were told that the person we talked to was not a booking agent and a booking agent would have to call us back. So far, the only times anyone has called me back were times when they decided it was time to collect more money. We have been told that they sent us emails, and they have confirmed our email addresses, but somehow once we selected the cruise from among the itineraries they sent us, none of the emails have arrived. We have checked our spam and trash, and they are not showing up in those files either.Desired Settlement: I would like to get confirmation that the vacation we paid for has actually been arranged and I would like for someone in the company to have the courtesy to follow through. I would also like to be able to take this vacation, which was promoted as being a special deal through the contacts that Arch Vacation has, to be at least no more expensive than what I could have done with less expenditure of time on my part had I booked it on my own.

Business

Response:

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].[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], [redacted].[redacted], and [redacted].[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.

Review: We have fully paid for a two person cruise through Arch Vacations Inc which was to set sail Oct 29th 2015. Today, Sept 2,2015 we received notification from [redacted] that Arch Vacations Inc have only paid the deposit for the cruise and not the full amount for two people which was due August 15, 2015. I attempted to contact Arch Vacations multiple times and have left numerous messages and have not had any success in contacting any representative from the above mentioned company. [redacted] have informed me they will hold my reservation for the cruise for two until September 8, 2015 at which that time they will forfeit our cruise.Desired Settlement: We would like our cruise, in which we fully paid for to Arch Vacation, to be paid to [redacted] as promised so we can our enjoy our paid for cruise. If not we would like a full refund.

Review: I put a $799 deposit on a vacation package on July 23, 2015. I called back within the 10 day cancellation period and cancelled the vacation package. I was told at the time that it would take 5-6 days for my credit card to be credited with the refund of the deposit. When I received my August credit card statement, not only was there no refund of my deposit but Arch had charged me an additional $750 for the first of 4 installment payments. I phoned again and talked to a supervisor. She said that the refund would take 7-21 days to process. I just received my September statement and there still is no credit for my deposit and the first installment payment. I called again (September 23,2015), and got a full mailbox. Called 2 more times and left voice mails on 2 different voicemails. I haven't heard anything from them. I want my $1,549 credited back to my credit card. [redacted]Desired Settlement: $1,549 credited back to my credit card or cashier's check for $1,549.

Business

Response:

See attached response to case [redacted].

Business

Response:

See attached response to case [redacted].

Consumer

Response:

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]

Review: Paid for a cruise on Royal Caribbean , 4day/3night hotel and airfare but did not receive any information, tickets nor final details from this agency prior to planned departure.Desired Settlement: See that this agency is closed so as not to dup unsuspecting people with their incompetence.

Consumer

Response:

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]

Review: I was contacted by Arch Vacations via telephone in reference to a vacation package . after many solicitation telephone, I was promised a package for $1999.00 for accommodation and airfare for two people any place in the world. some months later I tried to book a flight only for two people to Italy Rome and to my dismay I was told that I would have to pay an additional fee. since then I tried to book a flight to Guyana, SA without a response from the company. I then tried to transfer the package to a friend who was going to do one airfare only to australlia. he made multiple calls before getting a response, then finally they told him that the trip would cost him $5000. their customer service is a disappointment, they never answer the telephone and very seldom return calls, and when they do, they always say that someone else will call back..Desired Settlement: .full refund

Business

Response:

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

Consumer

Response:

This letter is in response to Arch Vacations in the matter of receiving a full refund for the Getaway Travel Collection I purchased on June 14, 2014. Arch Vacations has stated that I contacted them in October of 2015 to transfer this vacation to a friend, Mr. D[redacted], for travel in January 2016 which is incorrect. The travel was for December 2015 and they failed to get in contact with me in reference to any of my issues. In the two attempts they made to Mr. D[redacted] he was advised they would have to get in contact with him for a follow-up call however they failed to follow-up on both occasions. I’m assuming the Sales Director for Arch Vacations is referring to those two calls as though this company, Arch Vacations, made an attempt to provide resolution. I am aware that they had someone call Mr. D[redacted] on two separate occasions to advise him someone else will get back to him to ensure they had proof of contact even though they truly had no intent to resolve his matter given there was no follow-up. Had I had communication with them as they have stated I wouldn’t have submitted a letter to the Revdex.com. I also attempted to use the vacation package for my own travel before and after attempting to give it away to a friend, Mr. D[redacted], and was very unsuccessful in finding any travel packages available for July of 2016 in New Orleans, or California in August 2016 or even the in Poconos, PA from September to December of 2016 and all vacation packages were either unavailable or cost more than if I booked new travel with any other company. I was not even aware that the package was only for 3 days and 2 nights given the cost was $1999 until I logged onto the website. I was advised during the initial sales call the vacation package was for 2 people anywhere in the world for a week travel and lodging accommodations included. When I used their vacation search on their website to my dismay I discovered this was incorrect. I also saw the fees associated with travel exceeded travel costs if I booked a new itinerary with any other company for any future travel dates not including the $1999 I had already given them. They sold me a useless and falsified package, which is false advertising. This isn’t my first vacation package purchase, I travel quite frequently with other reputable companies and have never had issues with such unprofessionalism and bold lies with any company. I wanted to inform the Revdex.com of this to avoid future issues with other clients. I also want my money back via a full refund because the package they initially offered me was not given. Unless I booked a vacation within the initial 10 day period of purchase, how was I to know of this businesses false advertisement. In the two years since my initial purchase I have yet to find any vacation that this package can offer me. Arch Vacations is taking advantage of people and should not be able to remain in business. I have numerous emails that I’ve sent to Arch Vacations in which I am still awaiting a response since November yet they followed up with the Revdex.com in 24 hours. I am willing to authorize the Revdex.com to review my email account to verify this as well as provide a phone log from my phone company directly to confirm who contacted whom within the months of my initial complaint to Arch Vacations to verify that the information in their response on February 22, 2016 is extremely embellished! I would appreciate if Arch Vacations cannot provide a valid account of their interactions with me or lack thereof that I be issued a refund for this headache!

Business

Response:

In response to complaint 11148875 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 airfarefor 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. [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. [redacted]’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. [redacted]. On November 11, 2015 we sent an email to Ms. [redacted]. Since we have not heard from Mr. Darrell, we requested she ask him to call us to speak about his personal information anddetails 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 Mr. Darrell. All our calls are recorded and we validated Mr. D[redacted] did indeed request travel for Australia. Since Ms. [redacted] sent Arch Vacations, Inc. a written request in October of 2015 to transfer this travel purchase to Mr. Darrell, and to avoid any further confusion as to Mr. Darrell’s travelchoices, we request that he contact our office directly. Mr. D[redacted] should call 1-855-200-7245 and selection option 2. Sincerely, Thomas Z[redacted] Executive Vice President, Sales

Review: 13 Months ago My husband and myself along with 2other couples purchased a vacation package from Arch.

The packages were $6000.00 each couple. We elected to do a cruise tour and numerous times ( as they admitted to after reviewing the telephone conversations) we let them know that we absolutely had to have a balcony room. Our travel gent said no problem you will have that room. When it came time to actually book the reservation (9 months later) we were told the price we paid was not for a balcony room. We told them that was a problem and they then had a "supervisor" call us. She proceeded to tell us that she would listen to the tapes and call us back and she did a few days later. She admitted we were told we would have a balcony room but there was nothing they could do for us but she would book us the rooms at their "cost" That night we each paid an additional $1980.00.

The vacation package had now cost us $7980.00 each couple plus taxes. We asked at that time for a printout and breakdown of what we had paid and were told we would receive it. I have left numerous messages on the supervisors voice mail but I never receive a return call. We did speak once in May this year when we were supposed to book the Airline portion and she said at that time that she would send the printout. I have requested it and was told we would have it at least 6-8 times and was promised but did not receive. I have found out that the cruise line has only been paid the deposit so far so I am wondering why they are just holding on to our money for 13 months. I am sure the airfare is not completely booked either because no one can give me the Airline or any flight times etc.

We are all totally disgusted with this company and a beautiful trip has now turned into a nightmare. The last promise of the printout was supposed to be for last Friday. They had the receptionist call and tell us that a few days before. When I did not get the email I called again Friday evening and was told Monday. Yesterday (Monday came and went...no email) I did let them know on Friday that if I did not have it yesterday I was reporting them to Revdex.com.

I do not know what else to do. I feel that we were overcharged and that is part of the problem. I received the total amount of the cruise from the cruise line and even with their commission include in that price there is about $2300 left over. They do have to pay the airfare out of that but the airfare for both of us is half of that. Please advise.Desired Settlement: first I would like a breakdown of charges. If they can not match what the prices should be I would like a billing adjustment or a complete refund. The cruise can be cancelled until 6/26/15 according to the cruise line since they have only paid a deposit.

Business

Response:

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], [redacted], [redacted]. A copy of the email is attached. We therefore request this dispute be closed as Arch Vacations, Inc. has provided the requested information.

Consumer

Response:

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.I would like to address the response from Arch Vacations.1. The first part... On May 1, 2014 Mr.. [redacted] purchased a bundled vacation package for a cruise, round trip air fare and hotel. Please note: The travel agent was told at that time that we would be going to Alaska and we wanted a balcony room on the ship. We were told we would get one and it was not a problem. No mention of additional fee. We called the agent numerous times to ask about booking and we were told it was too early.2. On February 13, 2015 an Arch Vacations booking agent did call to book the cruise part of the trip.. We had the [redacted] with us and we conferenced in the [redacted]. During the booking process we mentioned the balcony and was told by the booking agent that the balcony was not part of the cruise package and it would be additional. We let him know that we were promised a balcony and additional money was not mentioned. We did not book that evening and the agent was going to speak to his Supervisor and get back to us. On February 19th we spoke to the Customer Care Director and she said she pulled the telephone tapes and the balcony was mentioned 34 times. She said that she would book the balcony at cost for us and that together with taxes and port fees we had to pay an additional $1980.00 We are now up to $7979.00. We do not feel that we should have had to pay extra for the balcony. If we were told up front, like we said it up front that would be different but this was not our mistake. Also we were past the time for cancellation. 3. On May 11th we booked the hotel portion of the vacation and we paid $28.84 taxes and I believe that on May 18, 2015 we booked the air portion of our package with the booking agent and we all paid an additional $327.74 for taxes. Our vacation has now cost us $8335.58. 4. We requested a breakdown of charges back in February and a few other times I called again on June 8th I never get anyone on the phone except the travel agent who can not help us and our voice messages are never returned from the Customer Care Director. Again I requested a breakdown as to where our money went. I called again on June 10th again asking for a breakdown I did not receive a call back until the receptionist called us on the 10th and said we would get it by the end of the week. I called again on Friday and asked the status and it still was not completed. I let the receptionist know that if I did not have it by Monday the 15th I would contact the Revdex.com. Well they did send it on the 15th but it only went to [redacted]. Our email and the [redacted] email was on the "breakdown" but not sent to us or the [redacted]. (We still have not received it but [redacted] sent me a copy the night of the 15th) Now what was sent was not a breakdown of the charges but a breakdown of what we paid. I already knew what we paid I wanted to know where our money went and I responded to the Customer care Director giving her a breakdown of what I knew to be paid.Please note: As of last night the cruise was still not paid off. A deposit was sent and the deadline was actually June 28th. Arch told [redacted] the check was sent and they were given an extension until June 30th. It may have been paid off today I do not know. I do know that they have had all of our money for the 3 couples since May 2014 and they have defaulted on the payment.This has been a nightmare for us. It is very frustrating that voice messages are not returned and we can never get answers to the questions we have. Even for the airline. No one knows which airline we are using only that it was booked. The cost of the Cruise was $5246.96 per couple. (The hotel in Vegas for 2 nights was $100.00 I know this because I also booked rooms there for the same week.) I think the airfare is approximately $1600.00 round trip per couple. We paid Arch a total of $8335.58. That leaves $1388.04 unaccounted for. I am only asking for Arch to be fair. We all feel we were overcharged and we should all be getting a refund or a few upgrades. I think that would be the fair thing to do.Regards,[redacted]

Business

Response:

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

Caveat Emptor, my eye! Run from these people like the building is on fire, is more like it. I refer here to

ARCH VACATIONS, Inc.

In May of 2014 my wife and I purchased a Mothers Day Cruise Package (constituted of round tip air fare, three days/two nights hotel accommodation, and a 7-14 day cruise) from Arch Vacations, Inc., for $4000. This cost was paid in five transactions of $799.80 on our [redacted]. (A minor point here, which I mention solely because it is the opening salvo in the supremely sloppy, unprofessional way in which we were treated): These 5 payments were quoted to be one each in May, June, July, August, and September. In fact there were 2 payments charged to our [redacted] in August (makes our budgeting a bit more interesting) and none in September. I called ARCH about this, and got an “ah, well,” response.

In the course of our dealings with ARCH, we were assigned originally to a “Travel Concierge” named Maria, who left the company shortly after our purchase, then a chap named Darryl, then a lady named Diane, then a man named Joe, who was nearly impossible to contact (we were continually put off, rescheduled by his admin; besides, since when do I, the customer, need to schedule a telephone conversation with my supplier?). Joe was condescending when we did get to speak with him. We were unwilling to go forward with this man, and at our insistence we were subsequently reassigned to Colleen, through whom we were able to make the reservations desired for the Cruise ([redacted]). Colleen proved to be a great resource, and was very helpful, once we got to her (which took several months of backing and forthing with the others at ARCH. Figure it out: we purchased the package in May of ‘14, and did not travel until Autumn of ‘15). Hotel and Cruise ship confirmations came only after multiple queries. Air confirmations were even worse: flight information, it was explained to us, would not be available until 10-14 days prior to takeoff (planned for 09/23/15). These wait times were not pleasing to us, but we were told that was the way ARCH did it (multiple conversations, from May 2015 onward). As we neared this 14 day window, we, with increasing agitation, attempted to contact ARCH, an effort which yielded nothing satisfactory, and certainly no flight info.

We called tried both the ###-###-#### and ###-###-#### phone numbers listed at [redacted] several times, and were met with a voice mail jail announcement that their phone system was down and repairs would take about a week (same message day after day, so the week must have been a rolling week, I guess). The message went on to advise that we must try back later. We we did this and left increasingly urgent pleas for a call back, on each occasion. It struck us as curious that their phone system was down only to the extent that they could not speak with us, but their voice mail system remained functional. We heard nothing from ARCH in reply until 9/16 when a lady (obviously a temp, with severely limited knowledge of the company, products, methodologies) named Verneese, a very pleasant if ineffectual woman. She assured us that all was well, and that she’d get the air reservation information to us ASAP (likely overnight, she said). Good as her word, we got an email with air confirmations late next day, 9/17 (6 days prior to departure!). That is the good news. The bad news: by waiting to make our reservations until nearly time to fuel the aircraft for our outbound flight, there must have been precious little left for sale, for our ** to [redacted] flight, with connection, was a 30 hour proposition. It gets worse! Our westbound flight comprehended a 12 hour layover between disembarking the ship and the first flight ([redacted]), a 10 hour layover in [redacted], then an 11 hour layover in [redacted] prior to the last leg of our journey (which lasted a net 39 hours). Repeated attempts, first calling ARCH in the little time remaining prior to departure [no response whatsoever], then at the airlines desks in [redacted] and [redacted] both, were met with “these are non-refundable, non-exchangeable tickets, so no, we cannot get you an earlier connection.” Oddly, we were able to get an earlier flight than originally reserved for $50 per ticket.

So, the take-aways: 1) [redacted] Cruise Lines provided us with a magnificent experience, 2) the cities visited were all in their own ways truly wondrous, 3) [redacted] Airlines and their affiliates ([redacted]) are unevenly helpful to ticketholders, 4) if a deal seems to good to be true, that is likely because it IS too good to be true, and lastly 5)dealing with ARCH VACATIONS, INC. is a debacle. If they were the only agency through which we could make travel arrangements, we should never leave our back yard. Be forewarned! This outfit is a real test for the consumer.

Review: I have tried numerous times to contact this company regarding concerns about vacation packages I purchased with them to no avail. Emails go unanswered, voice mails go unreturned and questions and issues I have are ignored. We are trying to plan a vacation with another couple who also purchased a package with this company and they are having even more issues with Arch to include being charged repeatedly. We are both told that upper management will not deal with customer issues. When a rep says they will contact us at a certain day and time, it usually doesn't happen. I then email or call back and these messages are either ignored or I get a call back to reschedule and the process continues in a never ending circle. I cannot even rely on this company to address questions and customer service issues, how can I put my trust in them planning and scheduling my dream vacation?Desired Settlement: I would like a full refund of the 3 packages I purchased.

Business

Response:

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].

Consumer

Response:

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.In response to the response from Arch Vacation, Inc received on June 23, 2015, I am filing this response. I am not satisfied with the resolution they provided. To begin with, they are leaving out a lot of things and lying about others. After all that’s been done and not done on their end, I do not trust them to plan my vacation and am requesting a full refund.I did purchase 3 vacation packages (cruise and hotel stay) from Arch Vacations, Inc on December 9, 2014. The representative at that time ([redacted]) walked us through Arch’s website and told us that this vacation package was a great deal in which we would save money and have them plan our vacation. [redacted] had told us that we would have port fees and taxes on top of the $999 we had already paid per package, but that unless we wanted to purchase a suite, we wouldn’t incur any other overage charges. So we purchased the 3 packages with Arch Vacations, Inc.In January 2015, we paid off the 3 packages.On May 26, 2015, we received an email from [redacted] in response to travel wishes we had submitted in our account on Arch’s website. I responded to [redacted] on this same day and we tentatively set up an appointment on May 29, 2015. On May 27, 2015 I emailed [redacted] again asking questions as to why I’m seeing these overage charges on every cruise on their site. [redacted] responded back to me on that day and I responded back to her another time on that same day, May 27, 2015. On May 29, 2015 no call from Arch was received and no voice mail left on either my husband’s or my phone.I emailed [redacted] on June 2, 2015 and June 4, 2015 asking questions, noting that we did not receive a phone call on May 29, 2015, and asking for a call back from Arch. [redacted] emailed back on June 4, 2015 saying the whole office was unavailable until the following week and an appointment for June 9, 2015 at 7pm central time was set up. No phone call was received on either mine or my husband’s phone on June 9, 2015. I then emailed [redacted] on that date telling her this. I received no response back.On June 10, 2015, I emailed the president of the company via Arch’s website and received an email confirmation saying I will receive a response back within 24 hours. On June 11, 2015, I once again emailed the president via Arch’s website saying that it had been 24 hours and I had not heard a response. I received another emailed confirmation saying that they will get back to me. I then called and left a message on [redacted]’s voicemail as well as [redacted]’s voicemail and received no response.On June 15, 2015, I emailed [redacted] saying that I would really appreciate getting this cruise taken care of and booked. [redacted] then called me on this date and we set up an appointment for June 16, 2015 at 7pm central time. I told [redacted] at this time that I would like to speak to management regarding all the discrepancies of the packages I purchased and [redacted] informed me that management does not deal with customer issues and that they would encourage me to go ahead and file a complaint with the Revdex.com.On June 16, 2015, I did file a complaint with the Revdex.com. On this same date, I received a call from Arch at 7pm and when I got on the phone, I was hung up on. I called back and they told me they would call me back. [redacted] called me back and we discussed the cruise options. I was very upset to learn that I would have to pay $711 more than the $999 I had already paid for the cruise I was interested in. We talked about other cruises and I still would have to pay up to $400 more than the $999 I had already paid per package and these amounts still did not include the port fees and taxes (these were for inside rooms without a window, so nothing special like a suite). I was told something completely different at the time I had purchased these packages. In addition, I had talked to a [redacted] representative regarding the same cruises and Arch’s prices were still $500 more than what [redacted] quoted me for a balcony room! I asked [redacted] to have a supervisor call me and explain these fees to me and we set up that appointment for June 17, 2015 at 12pm central time.On June 17, 2015, I received no phone call at 12pm and so I called [redacted]. He said that Arch’s prices are more expensive than anyone else’s. I told him we never would’ve bought a package with Arch had we been told this and shown this when we purchased the packages. I asked [redacted] for a detailed invoice as to what all the charges go to and [redacted] said that management will call me by June 18, 2015, if not before once they listen to all of the calls I had made to the company. I specifically told [redacted] to have management call my number, not my husbands and I gave him this number. On June 17, 2015, I received a message via [redacted] from Arch saying they are turning my case into their legal department. On this same date, my husband (who was away training in the military) forwarded me a voicemail left on his phone from [redacted]. I immediately called [redacted] back and left a message on her voicemail to have the legal department call MY phone number and I once again gave her that number.On June 18, 2015, I emailed [redacted] the business manager for Arch, explaining my situation, that I contacted the Revdex.com and that I would like a resolution, preferably a refund since I feel as though Arch was very dishonest with presenting the packages and saying there would be no overage fees and then once time to book came, there are hundreds of dollars in overage fees. I also said that my husband is a Veteran of the Army and we belong to the VIFP club with [redacted] and [redacted] had assured us that these discounts would be applied when it came time to book, yet no one was able to provide me with an answer to that.On June 18, 2015, [redacted] once again called and left a voicemail on my husband’s phone and I emailed her back telling her again I specifically asked for them to call my phone. [redacted] then called me and proposed a resolution to me. I emailed her back on June 19, 2015 telling her my husband was expected to return from training that weekend and we would discuss it and asked her to call us back on June 22, 2015. I also asked her to put the resolution they are proposing in writing at this time.My husband and I looked over Arch’s resolution and contacted our [redacted] rep and [redacted] was still offering us a balcony room for the same price as Arch was offering us an ocean view room. On June 22, 2015 my husband emailed Colleen, forwarding the message from [redacted] regarding the balcony room and their pricing and asking why Arch was still more expensive. On June 22, 2015, [redacted] called my husband and said Arch would give the same price for a balcony room that [redacted] was quoting. My husband then said we would be happy with that and that I would email with names and birthdates and we would then set up an appointment to book the cruise.On June 24, 2015, my husband once again emailed [redacted] giving her our [redacted] VIFP number and names and birthdates as well as the names of another couple who was going to use one of our packages and asked her some questions regarding whether the same resolution will be applied to our third package if used at a later date. I had also looked up the CID number for the specific cruise we had been discussing on Arch’s website and noticed that it did not specifically match the cruise that [redacted] had been quoting us about. My husband asked [redacted] to explain and make sure they are the same cruises. In addition, my husband told [redacted] that the Revdex.com had been re-contacted and once we can verify through Carnival’s website that we are booked on the cruise that has been discussed, we will inform the Revdex.com that the complaint has been resolved. We do not trust Arch to follow through with correctly booking our cruise with the whole experience we have had and thus need some kind of verification before we can truthfully say this is resolved.On June 24, 2015, [redacted] emailed back saying that “we will need all of them (complaints) removed within 24 hours in order to move forward with the booking process and the pricing agreed upon.” My husband called and left a voicemail on [redacted] extension once this email was received saying that we will say the complaint is resolved when it’s resolved.I am asking for a full refund of the 3 packages that we purchased in order for this complaint to be resolved. Arch Vacations was dishonest with me from the start and I never would’ve purchased these packages had I known how much more expensive it was going to be. Due to that and to the other complaints and reviews I’ve recently read on the internet, I do not trust Arch Vacations to plan our vacation without any more issues and complications. I have not been provided with appropriate customer service in order to establish a trusting relationship with this company.Regards,[redacted]

Business

Response:

In response to the follow up correspondence received on June 29, 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 June 22, 2015 Arch Vacations, Inc. contacted Mr./Ms. [redacted] to discuss their concerns of cruise costs. Mr./Ms. [redacted] informed Arch Vacations, Inc. of the cruise price quoted to them directly from [redacted]. Date of cruise is November 23, 2015 through November 28, 2015 on [redacted] Victory sailing from Port of Miami.On June 22, 2015 Arch Vacations, Inc. offered to match the [redacted] price quoted to Mr./Ms. [redacted] and apply any payments made to Arch Vacations, Inc. towards this cruise. Arch Vacations, Inc. also asked Mr./Ms. [redacted] to remove their complaint with the Revdex.com since matching and charging them the same price as [redacted] Cruise Lines should resolve their concern.On June 24, 2015 Arch Vacations, Inc received and email from Mr./Ms. [redacted] accepting our offer to match the [redacted] cruise line price. Mr./Ms. [redacted] also provided Arch Vacations Inc. with all the booking information required to complete the reservationWe therefore request this dispute be closed as Arch Vacations, Inc. as the [redacted]'s accepted the terms via email as presented by Arch Vacations, Inc.Sincerely,[redacted]Director of Business Management

Consumer

Response:

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.

I cannot confirm that my complaint is resolved at this time. My husband did send the email that Arch attached to you on June 24, 2015, however he also asked a few questions in that email that have not been answered nor addressed. I attached the same email with the issues needing to be addressed as highlighted. In addition, [redacted] sent another email to my husband on June 24, 2015 in response to his email only stating that they will not move forward with booking our cruise until all complaints were removed. (Please see attachment). I, myself, then emailed back on June 25, 2015 saying that the complaints will be removed when I feel they are resolved. (Please see attachment). We have not gotten any answers to the questions and issues my husband brought up in the email on June 24, 2015. We do not feel this complaint is resolved. There was no response to my June 25, 2015 email and we haven't heard a word from Arch since then. The issues that need to be addressed: 1. This is the [redacted] Victory out of Port Miami going to Grand Turk and Amber Cove. The CID number on your site is #[redacted], however that cruise does not completely match the one [redacted] quoted above. The one on your site says we disembark on November 27, 2015 which is Friday. I want to be completely sure these are the same cruises before I book. They have not confirmed that this is the same cruise. 2. If at a future date we add another couple to this same cruise, I expect that the resolution deal for our third package will still stand. In addition, if we do not add another couple to the same cruise and instead we ourselves schedule another cruise in the future (before the package expiration date), I expect the resolution deal for our third package will still stand with our $999 put towards the price of the cruise and our military and VIFP discounts applied. We have purchased 3 packages with Arch. I do not trust that they will uphold their agreement on their end. They did not address the above and because of this I would rather have a full refund. 3. and will confirm that our complaint has been resolved once I can verify that we are booked on the above cruise per Carnival's site. I urge you to go and read the rest of the reviews on [redacted] and [redacted], etc regarding this company. They are repeat offenders of sabotaging peoples' vacations. I have no trust in them what-so-ever, especially with all that has gone on now between us with complaints to Revdex.com. At this point, I do not trust them at all. I would like a full refund in order for my complaint to be resolved. In addition, we initially purchased these vacation packages with Arch because of the great deals they were offering. Only to find out at the time of booking that they add hundreds of dollars worth of overage fees (this is NOT including port fees and taxes). I understand that they are proposing a resolution to us to please us, but their resolution is not cheaper nor a better deal than what we can get through Carnival. Their services were not as described originally. We have a much better trusting relationship and standing with [redacted] themselves and if we are going to get the same price/deal through them as we would with Arch then we want our refund with Arch and will take our business directly through [redacted] whom we know we can trust.

Regards,

Business

Response:

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. sched led an appointment with Mr. [redacted] for February 3, 2015 to discuss booking his cruise electiOJ?S. On February 3, 2015 Mr. [redacted] informed Arch Vacations, Inc. they are not prep red to select their cruise options at this time.On May 27, 2015 Arch Vacations, Inc. received ap 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 As a goodwill adjustment, 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]. This goodwill adjustment also included on board cruise credits. Mr. [redacted] verbally accepted these terms.Arch Vacations, Inc. is willing to honor the goodwill adjustments presented to Mr. [redacted]. However, since Arch Vacations, Inc. offered this goodwill adjustment, Mr. [redacted] requested chargebacks with his credit card for payments made to Arch Vacations, Inc. Arch Vacations, Inc offers to honor the previously presented goodwill adjustment, when all chargebacks have been reversed and Mr. [redacted] account is current and alll complaints have been removed or resolved.We therefore request this dispute be closed Arch Vacations, Inc. and the [redacted]'s verbally accepted the cruise terms the [redacted]'s were quoted by [redacted] Sincerely, [redacted]Director of Business Management

I purchased travel through them in Feb. from a [redacted]. I have to say the customer service has been truly outstanding. I even received a thank you card, I can't even remember when the last time I got one of those from making a purchase. We just recently got back from our vacation and the overall trip and experience was great. I would recommend them to my friends and family.

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