Arrivia Reviews (%countItem)
Arrivia Rating
Address: 7720 N Dobson Rd, Scottsdale, Arizona, United States, 85256-2740
Phone: |
Show more...
|
Fax: |
+1 (602) 308-1973 +1 (602) 395-6695 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for Arrivia
Add new contacts
Suing this company. Do not buy
We booked a trip for my wife to go to Boston, and did so more than a month in advance. She has wanted to take this trip her entire adult life, in the fall time. We paid for our airlines separately, and booked the hotel stay with GOV Rewards. My wife, fortunately excited about her trip, checked her reservation just now, a couple of days before she's supposed to get on the flight and fly across the country. My wife found that they had CANCELLED her reservation, no notice, e-mail, warning, anything at all. They just cancelled it. Then they proceeded to tell me on the phone that they were going to investigate it and see if WE had cancelled it?! Eventually, they just told me they were going to just give us a refund, within 24 hours. Basically, telling us good luck at getting a reservation in Boston with a 3 days notice. We paid for tours, airfare, and everything in-between. BEWARE, BEWARE, BEWARE! All of the call centers were overseas, and hard to understand, as well as short and discourteous. I usually don't throw fits about stuff like this, because generally things happen. The lack of customer service is literally disgusting. We booked the hotel PLENTY of time in advance, because we know how hard it can be to book in Boston. They cancelled our booking literally a month after it was made, and never even notified us. They ended up refunding us, and trying to book us with a MORE expensive option, because all of the hotels were booked up. They royally screwed us on this trip. Go with someone else, don't waste your time here, you're not valued or appreciated. DEFINITELY don't try to plan ahead with this company!
I booked a Mediterranean cruise for my mother's 80th birthday with you, ***, as you are Wyndham's cruise agents. I would never use you again. You lie and cheat people out of their hard-earned money! I booked two cruise packages, each $3,999.00 with a $399.00 deposit and $200.00/month payments after that. I was told this package included perks: $2000.00 cash to use on the cruise, a 7 night Wyndham resort stay to experience Wyndham and $4,000.00 towards any US Wyndham hotel to be used within the next two years. The cruise was cancelled due to COVID. I called many agents to get our refund and was told different stories from each of them, one even told me I'd be getting a voucher and he couldn't give me the amount because we were being recorded! I spoke to Sam a few days ago and he informed me that we would only be receiving $398.18 per cruise booking, but had no idea when we would receive this. This is criminal. I paid $7,998.00 for both bookings. So, what you are basically telling me is that $7,201.64 is your commission! My ID:*** - Booking one: ***; Booking two: ***. I was also told that if I paid off the bookings early, I'd receive $200 cash for each. I only received one, so still due $200. It should also be noted that only one package had the resort and hotel perks with $1,300 to use for the cruise. The other booking only had $700 to use for the cruise. That's crazy; both bookings should have been identical. I want my full refund of $8,198.00 ($7,998 paid for cruise and $200 owed on booking paid off early). We want to take my mother on her dream cruise as planned and cannot proceed without these funds, OUR funds!!!
August 20, 2020Revdex.com***
***Re: *** Your File No. ***Our Account ID Nos. *** & ***Dear Sir or Madam:We would like to thank you for bringing Ms. ***’s correspondence to our attention and for givingour organization the opportunity to research this matter thoroughly. We have reviewed and documented ourfindings and we would like to provide you with the facts.Ms. *** and Mr. *** did not pay us $7,998.00 for the cruise bookings per their complaint,they purchased travel packages from us. According to our records, Ms. *** and Mr. ***purchased two (2) *** vacation packages on July 16, 2019. The cost of each vacation package was$3,999.00 with a $399.00 initial payment, followed by eighteen (18) subscription payments of $200.00 permonth (for a grand total of $7,998).One package, *** included the following:One (1) Premium cruise for two in an inside cabin; ORTwo (2) 7 day cruises for two in an inside cabin, and4,000 Savings Credits good for 2 years from date of purchase, andQuarterly Specials good for 2 years from date of purchase; plus$1300 in Vacation CashOne package, *** included the following:One (1) Premium cruise for two in an inside cabin; ORTwo (2) 7 day cruises for two in an inside cabin, andOne (1) 7 day resort, and4,000 Savings Credits good for 2 years from date of purchase, andQuarterly Specials good for 2 years from date of purchase; plus$700 in Vacation CashThe Quarterly Specials are available to members who have access to significantly discounted vacations thatare available at below cost. Members have access to this list for a period of five (5) calendar days, everyquarter for two (2) years. Because these vacations are significantly discounted, there are a limited amountavailable and they are offered on a first come, first served basis.Savings Credits may be redeemed as a form of partial payment towards the cost of resorts and hotels.As standard policy, we conduct a sales validation at time of sale, which outlines the details of the vacationpackage. Sara, the validator, completed the validation on July 16, 2019 at 3:04 PM with both Ms. and Mr. ***. During the validation, they was advised to review the terms and conditions found on the website along with the ten (10) day rescission period. In order to receive a refund on thepackages, they would have had to cancel the packages within the ten (10) day rescission period. After therescission period, the packages are non-refundable.Our records indicate that on July 17, 2019, Ms. and Mr. contacted our agency to redeem thePremium cruise certificates included in each of the vacation packages, to book two (2) cabins for a 7 nightMediterranean cruise on board the MSC Fantasia leaving Valencia on June 18, 2020. The out of pocketexpenses, which included fees and costs that are not covered by the cruise certificate, were $146.15 for eachbooking, plus the cost of travel insurance protection of $199.00 for each cabin. Ms. and Mr.paid CSA Insurance Company directly for the insurance and we do not hold any amount related to thatpurchase. After this booking, Ms. and Mr. still had all of the other benefits and certificatesfrom each package detailed above.Ultimately, the above cruise booking was not cancelled by the cruise line or us due to COVID as incorrectlystated in Ms.’s complaint. According to our records, Ms. *** called our agency on March10, 2020 and cancelled the booked cruises due to her recent illness. Ms. received a refund of her outof pocket expenses and her cruise certificates will be reinstated, which will allow her to rebook her cruise,as she indicated in her complaint that she would like to. Please allow 24 – 48 hours for the certificates tobe reactivated.Ms. and Mr. also used the $2,000.00 total in vacation cash ($1,300 in package*** and $700 in package ***) toward travel expenses for their cruise.. Thevacation cash was later refunded in cash. According to our records, on August 30, 2019, we issued Ms. check #*** in the amount of $1,300.00 for her flight booking #***, and check #*** inthe amount of $700.00 for flight booking #***. Since they received cash checks for the vacation cashincluded in each package, it has been counted as used and no longer available on each package. They mayuse the cash they received for any purpose.Ms. has received all of her out of pocket expenses on the cruise. Her cruise certificate will bereinstated so that she can book a new cruise. She has also used the vacation cash benefits from her packages,and was given refund checks for the $2,000.00 in vacation cash that was included in her packages due toher cancellation. Due to the above and the fact that she is outside the rescission period to receive a refund,we are unable to honor her request for a refund.We would like to thank you for providing us with the opportunity to clarify the status of this matter byallowing us to explain the additional facts involved. If there are is any outstanding money that Ms.and Mr. believe they are owned from this booking, we can put them in touch with the travelinsurance provider to help resolve any claims.Sincerely,Jannelle BResolution SpecialistOffice of the President
The response by Ms. B's is contradictory, manipulative and for the most part, lies.
Paragraph 2: the $200 per month, were payments toward the cruise bookings totaling $7,998; the same amount as *** states, not what they say they were subscription payments? That's absurd; I've never even heard of this.
The two packages listed, both state one premium cruise for two OR two 7 day cruises for two, plus the additional perks. We weren't given a choice of premium or the one with perks. We were told that the packages included up to a 14 day cruise, 7 night resort stay at a Wyndham Resort, $4,000 savings credit and vacation cash. One, weren't told we were purchasing two different packages and two, we stated we just wanted a cruise; we did not want the rest. They said that was the only offer!
Paragraph 6: it says we redeemed a Premium cruise certificate - how can that be when supposedly that was not a choice - see above. This is totally contradictory! 2nd, we purchased the CSA Insurance through ***.
Paragraph 7: I did call in March to try to get our cruise refunded as I had cancer, but was told, as stated in paragraph 5, that I could not get a refund. They did not refund the cruise as stated or reinstate cruise certificates.
I called MSC cruises who told me that the cruise was most likely going to be cancelled because of COVID and I'd receive a full refund, not cruise certificates. I do not want cruise certificates; I do not want to deal with a company like this.
Paragraph 9: I received the vacation cash after the 3rd payment, not as a refund of the cruise; this is an out and out lie! And I'm not out of the recission to receive a refund as my cruise bookings were cancelled by MSC due to COVID. They were not cancelled by *** because I had cancer and couldn't travel with COVID! They couldn't care less.
This response is despicable. I did receive $2,000 so will accept $6,198.00.
September 4, 2020Revdex.com1010 E. Missouri AvenuePhoenix, Arizona 85014Re: *** Your File No. ***Our Account ID Nos. *** & ***Dear Sir or Madam:Ms. appears to be conflating the two travel packages she purchased with the two cruisesshe booked by redeeming certificates from those packages. To reiterate the information providedin our last response, she and Mr. *** purchased two vacation packages, each containingseveral components which are detailed in our first response. One component of the packages wascruise certificates that Ms. later used to book two cruises. Ms. and Mr.understood the nature of the vacation package and agreed to purchase the two packages and paymonthly installments of $200 for each package during the recorded validation of her purchase onJuly 16, 2019 at 3:04 PM.When we used the terminology Premium vs. Standard or Regular 7 day cruises in our firstresponse, it refers to the location and the overall cost of the cruise. A cruise to locations such asEurope, The Mediterranean, Hawaii, Tahiti, Australia, etc. are more expensive cruises, andtherefore termed a “Premium” cruise. The typical 7 day cruises to the Caribbean areas, Eastern,Western and Southern and the Mexican Riviera are termed as a “Standard or Regular 7 daycruise” and are less costly than the Premium locations. The packages were designed to includecruses in a variety of locations, which is why there is one Premium cruise certificate and twoStandard or Regular 7 day cruises. The Mediterranean cruise Ms. booked, was classifiedas a Premium cruise do to the location.Ms. is not entitled to a refund of the full vacation package amount and has been refundedher out of pocket expenses. According to our records, on March 10, 2020 Ms. called andspoke to Brandon. During this call that took place at 2:28:14 PM, Ms. told Brandon thatshe had cancer and that the State Department and the CDC had indicated that someone withhealth conditions like hers, should not be on a cruise ship and she wanted to cancel. She toldBrandon that she had spoken to MSC the night before, and MSC told her she would get a fullrefund. Brandon explained to her that she had purchased vacation packages of which the cruisecertificates she used to make the bookings were only one component. He told her he could notgive her a cash refund on the packages as they were outside of the rescission period (10 daysfrom the date the package was purchased), but that we would refund her out of pocket expensesand reinstate the two cruise certificates she used to make the bookings so that she could rebookcruises for a later date. We have followed through on those promises.Ms. purchased CSA Insurance at the same time she booked her two cruises, but *** neverreceived the funds for that transaction. CSA Insurance Company is an independent 3rd party vendor, who offers travel protection to *** members and Ms. paid the insurance premiumdirectly to CSA Insurance. To pursue a refund for any proceeds paid to CSA, she must contactthem directly at 1-866-922-0278.The $2000.00 in cash we sent to Ms. is not related to her cruise bookings, it was a refundfor two flights that she booked. Unlike the cruise booking, the flight bookings were not madeusing any kind of certificate or voucher, they were cash purchases booked by our agency on Ms.’s behalf. She applied the “Vacation Cash” that came with her travel package to thatbooking to minimize her out of pocket costs for those flights. Since there appears to be someconfusion on Ms.’s part it may help to explain that Vacation Cash is a form of virtualcurrency provided to our members to use to reduce the cost of travel, such as hotels, resorts, carrentals, tours and flights, as Ms. did when she booked her flights. It is another componentof the travel package she purchasedAfter reviewing Ms.’s latest response, our decision remains the same. We will not refundthe vacation packages because Ms. is beyond their rescission period to get a refund.Customers who purchase vacation packages are afforded a 10 day rescission period after thepurchase during which they can cancel their package and receive a full refund. Ms.’srefund request was sent to us many months after her 10 day rescission period ended. Further, wecannot entertain a refund of the vacation packages when Ms. has already redeemed the$2,000.00 Vacation Cash component of her travel packages which resulted in $2000.00 cashrefunded to her upon cancelation of the flights she booked with that Vacation Cash. That said,Ms.’s vacation packages still have a lot of value left in them. Ms. is back in theposition she was before she booked the recently canceled cruise using her travel packagecertificates since we have refunded all of her out of pocket expenses and reinstated the redeemedcruise certificates with an expiration date of January 16, 2021. Ms. does not have to haveher cruise completed by the expiration, she just has to have her cruise booked by that date andcan travel as far out as the cruise line has options available.Despite Ms.’s allegations of impropriety, our responses have been forthright and we havegiven her exactly what she bargained for when she purchased these vacation packages. Weencourage Ms. to contact our customer service department at *** extension2506 so that our customer service agents can play back the calls she participated in referenced inour first and second responses to clear up any confusion.We would like to thank you for providing us with the opportunity to clarify the status of thismatter by allowing us to explain the additional facts involved.Sincerely,Jannelle BResolution SpecialistOffice of the President
September 8, 2020Revdex.com***
***Re: *** Your File No. ***Account ID Nos. *** & *** Account ID Nos. *** & ***Dear Sir/Madam,First, let us start with the real facts. Every time I have called ***, I have been given false names, differing responses (one that didn’t want to give me an answer to my question as he said we were being recorded), supposed direct lines that never reached the person I spoke with, and a company that selectively chooses what it records. They do not record what is said before or after a sales representative is “selling” using strong sales technics. Second, I have Cancer, not Dementia! I am not conflating two travel packages. As I have previously stated, I was given only one cruise package that was the closest in meeting our criteria: deposit $399 for each booking as a down payment and then make monthly payments of $200 until fully paid at $3,999 each totaling $7,998. The booking included a total of $2,000 vacation cash, two cruise bookings, 7-day resort stays at Wyndham resorts and $4,000 in savings credits towards hotels. Note for a $360 hotel stay, you can use approximately $20. That was never explained. One would assume that you would be able to use those dollars to pay the full amount of a hotel booking until the $4,000 was depleted. Also, in this whole fraudulent transaction, it should be noted that we purchased a Wyndham Club membership that turned out to be a time share. They promised us that we would be able to book a Mediterranean cruise through their partner *** on the Oceania Line with the points they gave us. This was a lie and why we had to go with the lesser cruise on MSC. We fought this fraud with Wyndham and have since had our membership rescinded and our money returned. This situation is a continuation to that fraud, and I would not doubt, given the responses by Ms. R and our experience with ***, that this may be retaliation. My husband certainly believes this, particularly seeing similar situations while in court. This offer was started by Ghanendra M but pulled from him by “Omar”. Omar promised us upgraded veranda suites on a higher preferred level and some other extras on the cruise if we committed to this right then and made the $399 deposits on both bookings. So, we did. Then he told us that we had to do a validation recording with Sara, and to agree to the basics of the booking or he would get in trouble if It was found out that he gave us these upgrades. He even stopped us when we had a question, stating that he would cover it afterwards. The response on Premium vs. Standard is just semantics and not pertinent in my complaint. It does not answer the fact that our bookings were Premier, and yet *** gave us all the perks for a Standard Cruise?! Their first response clearly states Premier OR Standard with perks. NOT both, therefore *** makes no sense and begs their credibility. When I spoke with “Brandon”, I told him that I have Cancer and my doctor stated that I am immunosuppressed with a low white blood cell count and should under no circumstances travel at this time due to the COVID-19 outbreak. “Brandon” did tell me I could NOT get a refund, as previously stated, because I had cancer and could not travel due to COVID! I would only get vouchers back from MSC if the cruise were cancelled. He/they did not say our vouchers would be reinstated! They did not follow through on those promises as Ms. R wants to claim! That is a flagrant lie. They may have now, after my complaint to you, the Revdex.com, but not back then. I called *** many, many times after MSC cancelled the cruise due to COVID. I received contradictory messages: I would be getting vouchers straight from MSC, I would be getting a full refund from MSC. The last contact right before making this complaint was with “Sam” who told me that I would be receiving a full refund. I was a long-time bank manager; now certified teacher and my husband is an attorney. We can do the math. We paid you a total of $7,998 for both bookings. The cruise was cancelled due to COVID, so *** owes us a full refund of the monies we paid them: $7,998!We purchased CSA Insurance through ***. I could care less that it is a third party; they have a responsibility as the seller/travel agent to assist us with this. However, bottom line is *** took $7,998 from us, we did not receive the purchase, therefore, *** owes us a $7,998 refund.***’s statement that the $2,000 sent to me is not cruise related is completely inaccurate. I contacted *** and got a full refund directly from them. They are a reputable company that refunds monies when a service cannot be performed. As far as a lot of money in the vouchers, there should be $3,999 in each with upgrades to veranda suites which is what I paid. However, we were promised a full refund, not vouchers! The last thing I want to do is deal with *** ever again. *** is exceedingly difficult to reach, misleading, not truthful, agents that do not know what they are doing, and promises that are not fulfilled. Lastly, Ms. B responses are not forthright and have not given me what I supposedly “bargained for when purchasing the vacation packages.” All we wanted was two cruise bookings to the Mediterranean for my mother’s 80th birthday. We did NOT want or so call “bargain” for the perks!This is so beyond wrong, just, or fair. Also, hard to clarify Ms. B, when she does not know all the facts and wants to play me as a confused person with memory loss. How low and manipulative can one get. Sincerely
This company still won't refund my money. First it was 90 days, okay sure. Now, they're saying I won't get a refund but there's not guarantee non-refundable cancellations due to COVID. I had to cancel because I could not travel to our destination due to travel restrictions. An employee emailed and said she submitted a refund for processing but never mentioned it was not guaranteed. I disputed this transaction with my credit card company and this company had the nerve to say "well, it's not guaranteed" even after the employee told me she submitted my refund. This company is shady and takes advantage of people. RUN FAR AWAY.
We're so glad we were able to contact you and clarify this situation. We're happy we were able to assist with getting your refund released from the hotel, and on it's way back to you. Thank you so much for the opportunity to assist with this.
So my original booking got cancelled due to COVID-19. I didn’t receive all of my money back because they converted some of it to vacation cash. All I wanted was the money I paid to on my CC to be returned as I split the payment with others. Anyways I said fine I’ll just apply the amount to another trip in the future. I have been trying for over a week to get in contact with someone to help me book a hotel. The website doesn’t allow me to because it says I need to do a recaptcha. I’ve tried on 3 different devices and 5 different browsers nothing works. I’ve spent over 4 hours on the phone and have spoken to one person that was not helpful at all, he couldn’t even find my rewards number. If you select to try to book a hotel reservation it says they are experiencing tech difficulties and can’t help. I try calling email nothing can’t get through to anyone. I can’t even find the office of the president number to speak to someone either. I can’t wait to use these credits and move on.
Hi ***, we're sorry to hear you are having so many difficulties, and would like to assist. A member of our customer service team attempted to locate your account so that we could reach out and assist; however, we were unable to locate it with the email address given. Could you please email us a *** with additional information including the email address associated with your account, who your membership is with, and your booking number?
We had a cruise planned thru Marriott. Marriott used this company to manage the process. The cruise was cancelled on March 27. We received our refund from Marriott but this company has yet to refund us the %509.33 we paid for taxes. Many emails sent but the only response we got was about mid April that we would see the refund in 45 days. Not true. Just want our refund.
One of the members of our customer service team has reached out. Your refund was processed back to your wife, and you should have it available to you. If you do not see this, or have any other questions, please feel free to reach out to our customer service team.
Refunded was processes as quoted, late but completed.
NO STARS. These guys are shady. This company (DBA Our vacation center) is happy to take your money to reserve a hotel stay, but terrible customer service communicating with hotel (or allowing you to communicate directly with the hotel). Most importantly, they made it impossible to get a refund when the borders close (due to COVID 19) and you can't use the service (hotel stay) that you have prepaid for.
On 1/27/20, we booked a Viking cruise with a Viking rep. At the recommendation of a friend, we transferred our reservation in order to get a $1500 discount from Vida Lifestyles (Our Vacation Center aka ICE Enterprise) The representative I spoke with requested a deposit of $4173.26 to Our Vacation Center and $2938 for the deposit and Insurance to Viking.
On 4/8 we received vouchers for $42,697.36 We decided to apply the vouchers to the new cruise. I tried numerous times to reach an agent with this company. Since then I've spoken to at least 5 different agents and have spent hours on the phone.
They were finally able to confirm the vouchers were applied to the new cruise, but informed me that the deposit of $4173.26 is not applied to our cruise because it is considered their company commission! I knew when we paid it that it was their company deposit and that it was non-refundable if we cancelled the cruise but I was unaware that they would just keep the money when I used the vouchers. The service I've received in the many calls with them has been horrible so when I found out they were taking their deposit as commission, I asked them to transfer my reservation back to Viking. They are keeping our deposit because they say we've "cancelled."
I believe this is an unfair practice. They could not provide me with good service, they would not add our deposit to the cruise package, so I made the change back to Viking. At least I know I will be able to reach an agent when I need to and as the trip gets closer, someone who knows what they're doing will be completing our booking.
Thank you for giving us the opportunity to look into this issue further. We're glad that we were able to reach out and find a satisfactory resolution. If you have any further questions, our resolution specialist has left their number with you and is happy to talk.
Thank you for following up on this issue. It is unfortunate that it had to go this far for resolution. We would have kept our travel plans with Vida Lifestyle had the deposit been made available for our use. We really appreciate the emails and follow-up calls to ensure that this matter has been resolved. Our faith in ethical business is restored!
Government Vacation Rewards is a rip off and they play Veterans! I cancelled my subscription with this company in 2016 after my payments for my plan was complete. I would find cheaper prices on my own, and this company offered nothing for Veterans. Fast forward to June 2020, my credit card was billed after 4 years...an UNAUTHORIZED transaction I might add. I have a new card with different number. This is FRAUD! I finally reached the finance department and he states that I still had points that I could use up to 10 years. I don't care that I had points left, I cancelled the subscription...that is my choice. And I pointed out that I wasn't billed in 4 years, so the points are irrelevant! Then I was put on hold for 30 minutes just to refund my money. This place is horrible and should be put out of business!
Thank you for giving us the opportunity to rectify this situation. We apologize for the misstep and are happy we were able to contact you and resolve any issues.
Our cruise with Royal Caribbean was cancelled in March due to Covid-19. I requested a full refund from Royal Caribbean, since they said it included the non-refundable deposit. After talking with an agent with *** cruise agency we booked with he said we would not be refunded the non-refundable deposit. It would be held as a future cruise credit. I talked again Royal Caribbean and they assured me that the non-refundable deposit should be refunded. I have since received refunds on my credit card for everything but the deposit. I called on May 28th and was on hold for 3hrs. and 30 minutes until I got an agent, after 5 minutes talking with him, he hung on me and I am still waiting on the balance of my refund. He started out by saying Royal Caribbean has to do the refund and the cruise line is saying it has to go through the agency. Not sure who to believe. Would never recommend *** cruise agency.
We're so glad we were able to get in contact with you and offer further clarification. We hope we were able to answer any remaining questions, and look forward to assisting you again soon.
RCI Travel / ICE responded to the complaint below and they won't budge an inch in refunding the $3,999 they took from us, even though the cruise was canceled and Viking refunded all of their portion of this cruise. The travel package was presented to us as part of booking this cruise, and they should be willing to refund the cost during this COVID crisis. This does not appear to be a reputable and customer-friendly organization. They certainly will lose all future business with us and all of our friends and relatives.
I have a complaint about this organization’s policies during this COVID-19 crisis.
Near the end of 2019, we decided to book a Viking River Cruise in Europe for April, 2020. My wife’s cousin and her husband wanted to go also and they booked through ***. They recommended that we also book with William at *** Travel. William said that he could get us a better price than booking directly with Viking. However, the prices he kept quoting us were quite a bit more expensive. When we threatened to book directly with Viking, he got the price down to $100 over Viking’s price, but promised that the included Travel Package would more than compensate, because he stated that we would be getting discounted hotel prices 40% to 60% below the normal hotel rates. This has proven to be untrue as a majority of all the hotels I’ve checked have a discount of only 5%. We can get the same prices on *** or ***. We have used the Travel Cash once since September for a total of $43.
When Viking canceled our cruise and agreed to totally refund the cost of the trip, I asked Miguel (***) and his manager Safraz for a refund of the $3,999 for the Travel Package that was booked as part of this. We never asked for this travel package and were told it was part of the cruise booking. Safraz has indicated that the *** policy is not to refund this part of our booking. He told us that he would look further into it and get back to me, but he hasn’t and has not returned any of my calls. I recently spoke to Rudolph at *** and he has indicated that *** will do nothing to reimburse us for this Travel Package.
Every other company has agreed to work with their customers during this terrible crisis, but ***/ICE is standing out as a company with no compassion for older customers that stand to lose hard-earned money. My wife and I are retired and don’t know at this point if we’ll be well enough to reschedule this cruise next year. During this pandemic, almost all travel companies have altered their normal policies. This company appears to be the scam organization that all the other reviewers have indicated. I faxed a similar letter to them on April 6, almost a month ago, and have received no reply.
We're sorry to hear that you are not pleased with the package you had purchased with us. We're glad we were able to reach out and better explain. After reviewing all calls, we can confirm the package and all terms were properly explained and validated at the time of purchase. We're sorry that the current climate caused issues with any travel plans you had. We are happy to work with you to extend any expiration dates so that you can use them again in the future. We would like to thank you for providing us with the opportunity to clarify the status of this matter.
I cannot recommend that anyone do business with this corporation. They are not about providing a service. They try to get you to pre-buy these vouchers and credits that will end up costing you more money and grief in the long run. After 10 days per the contract they will not refund the money you spent on the vouchers and credits once you figure out what happened. They investigate themselves. There is no mediation. No one to talk to after investigation. The website examples they show you when you are making a decision are never that good again when you go to book. The fees to redeem the "no additional cost with voucher" are more than booking directly. Do NOT do what we did and call in with an offer or that you are loosing credits or you need to activate a saving card... additional credits or savings or anything they are offering is not going to save you money if you paid money up front and pay each time you use it and you pay renewal fees...maybe after 7-10 bookings you can break even so why bother with substandard customer service when you can book directly from the carrier's cruise site. 7-10 trips is even questionable for breaking even because there are fees to renew each year and right now there are advisories not to travel internationally or go on cruises if you want to get back into the USA. You have a right to go to the AZ State District Attorney, your own State District Attorney, the Federal Trade Commission and file a consumer complaint. 20 min on line.
Thank you for giving us the opportunity to look into this further for you. After review, we are able to confirm that all steps were taken to properly explain and validate the membership for you. We're sorry if there was any confusion during your interactions with us, and have made an exception to issue you a refund.
It is under terrible circumstances that I have to write this review regarding ICE Rewards Travel Agency. I purchased a honeymoon package for Mazatlan for nearly $1500 in 2018. We planned to go in 2019 however I became pregnant and Zika was a huge concern. Knowing we had 2 years to use it we decided to book it in 2019 for this upcoming April- nearly 2 weeks away. However, the entire country, world is experiencing the pandemic of Covid-19. While Mexico is not a tier 3 country at this time, employers and the government is advising against all foreign travel, which is completely understandable!
Due to the immediate and unforeseen shutdown of schools, and other such businesses we decided we should look into changing our trip. I called on 3/15 at 11:22 am and spoke with a representative who stated that I could cancel and reschedule within the same phone call due to circumstances. Great! That’s all I want to do! However, I was told we would need to wait until the next day (3/16). After discussing with my husband we agreed this is the safest thing for us and our 4 month old. So, sure enough I call back on 3/16 at 4:30 pm and after being on hold for nearly half hour I was told “we cannot cancel and reschedule. However we could transfer the package to someone else or lose our money. But refunds and reschedules were not an option”. Yet the day prior I was told it was! These calls are recorded and they are not honoring their word. I am not asking for a refund, just to reschedule! I’m not trying to take business elsewhere just to reschedule to keep my family safe. I understand there are policies, I did pay for cancellation insurance and yet they are not honoring anything, not even their recorded phone call the day prior. ! What’s the point of insurance if you expect me to call prior to 30 days?! At this point they are being greedy thieves during a terrible time in our nation!! I will never do business with this company nor will I ever recommend any of my traveling friends to them. Every travel group I am in will hear of this experience and the disappointment and hypocritical business received from Ice Rewards.
We're so glad we were able to reach out and assist you. Thank you for giving us the opportunity to ensure everything was re-booked to your satisfaction.
We're so glad we were able to reach out and assist you. Thank you for giving us the opportunity to ensure everything was re-booked to your satisfaction.
Due to the Coronavirus alerts from the CDC and FL Dept of Health, we decided to cancel our cruise with Royal Caribbean as booked through this agency. Royal Caribbean told us that we needed to cancel through the booking agency, and that started the multi-HOUR attempt at getting through to cancel the trip. My mother was on hold for two hours before getting disconnected. I was on hold for 90 minutes before being disconnected. My mother attempted again and was on hold for over 12 hours before she finally hung up.
I understand that there are many people attempting to cancel due to the alerts, but if you want repeat customers, you will switch some sales people from selling to cancellations. We lost the opportunity to get a cruise credit from Royal Caribbean due to this agency’s inability to answer the phone.
Beware to anyone booking through this agency that you may lose your money if things don’t go well.
We appreciate the opportunity to look into this further for you and provide some clarification. We have to comply with cruise line policies, and at the time you tried to cancel, the cruise line was unfortunately not offering credit. We've attempted to reach out to explain further, and hope we've been able to offer a resolution.
In early 2019 while planning a group trip to GHANA for the 400 year Return and researching flight information, Government Vacation Rewards (GVR) appeared in my browser allowing me to ‘chat” with a representative who seemed to be aware that I had a Military Star card which he tried to convince me to use to pay for the membership (which I did not do). GVR was deceptive in holding themselves out to be part of the government.
GVR listed a reasonable flight to Accra, GHANA so I joined this “scam” thinking that I could save my group of 18 on the flight. I made note of all the information but when I went back to book the flight a few days later, the option had disappeared. When I questioned the company, I was told that they specialize in cruises, not flights.
I went to Africa. Skipping a head a few months (Sep 2019), I lost my debit card. GVR called. I gave them the new card number and they deducted two $107 installments (although only one was due). They claim to have refunded one of the payments but I find so evidence that they did so. Skipping ahead another couple months (Dec 2019) I lost my new debit card. On Dec 31, 2019, I received an email from GVR that I had one remaining payment—the $29 annual fee. I called with the new number and was informed that I had five remaining $107 payments.
While on the phone with GVR, I checked on a Princess (Emerald) Alaskan cruise for June 2020 (for which I had a quote from PCL). GVR’s quote was substantially higher. When I said I had seen the cruise cheaper on GVR a couple weeks earlier the representative said that if I gave him the Princess quote, he was sure he could MATCH it. I paid this company over $1,500 so they could match competitors’ quote.
I immediately cancelled the contract that day although they had debited my account for the $107. It took being transferred several times to get GVR to finally agree to cancel the contract. They took my money and I go absolutely nothing in return. They pray on veterans and the unsuspecting.
I find it hard to believe that the U.S Government allows this company to continue to bait and switch in the name of the government. I am going to keep writing letters until I find answers. In the meantime, I expect a full refund from GVR. I shutter to think of the money they rake in perpetuating this fraud
Hi ***, thank you for taking the time to leave us your feedback so that we could further look into this for you. After careful review, we were able to verify that the package was explained correctly, and validated. We were also able to verify that the cruise was less expensive when booking through our platform, and would have given you additional points that could have been used towards a resort stay. We hope we were able to offer some clarification.
This is untrue. You claim to record calls ... provide proof that Jonathan offered me anything other than to MATCH Princess Cruise’s Alaskan Cruise June 21-28, 2020. That is what I was interested in. You can certainly verify the cruise cost. Give me information on the better cruise GVR claims to have. If you can’t do that refund my money.
My nephew and his fiancee are having a destination wedding and used Westgate for all their guests to book their rooms with the resort. We paid for this more than a year in advance of the wedding. After making all the payments, Westgate called to get all the information for the rooms to be booked at the resort. 4 days later I got a a call saying our reservation was rejected because they couldn't book that many rooms at the same time and they were happy to book another week there for me. The bride and groom received no notice that all their guests were having their reservations cancelled. We were promised a full refund, by phone and email, but were asked to wait a few days to see "what they could do to fix it".
When they could not work things out with the resort, we were told to call Westgate to get our refund. I called to get my money back and was assured it would be taken care of. 2 weeks later I still had not received the money. I called again to find the status and told to wait another day. I did not receive the refund again. I called for the third time, was put on hold for 25 minutes and then told my refund was not processed. They would do it that day and I'd have to wait another 2-4 days for it. When I asked what happened I was told there were too many room to refund and there was only 1 person to do it. No answer on why my refund wasn't processed when I called the first time. I asked to speak to finance and told I could not, yet had spoken to finance before to change a credit card. I asked to speak to someone higher up and told no. The gentleman I spoke to was quite rude. I was given another number to call for more help. That person couldn't help and I was given another number to call. That person couldn't help either. I was told to call back and answer the prompts differently. When I called back and followed the instructions, I got an automated message no one was available and hung up on.
I would never use Westgate, I will tell every person I know to never use them. They are a total scam. They promise things they can't deliver and refuse to give you back your money.
We're sorry to hear about this experience. We've tried to reach out to discuss further a few times, but unfortunately have been unable to contact you. Our systems show a full refund was successfully issued to you. If you need any further assistance, please do not hesitate to reach out.
Sleazy sales tactics were used to deceive me into buying a 7 day vacation to Mexico. I called within 10 days to cancel because I was trying to conceive and my doctor prohibited me from traveling anywhere in Mexico due to the Zika virus. The salesman who answered my call to cancel, Ian, did everything in his power to convince me not to cancel, and talked me out of it by not only throwing another week in. After agreeing, I still didn’t feel comfortable doing it and called to cancel again, and spoke with Tadeo who said on the phone that he would extend the expiration date on the packages, allowing me to use both vacations for an additional year, which meant I’d get at least THREE years to use this vacation. He then went in to my account and expired the vacations right then and there, his reasoning being that it would give me even more time, and that I would be able to call as soon as I was ready to book and get three years! Here is the email:
Hello,
As per our conversation today, I'm sending you this email in regards to your cancel request. Due to timing your certificates will be extended for you at NO CHARGE to make sure you can use them for future travel. Please make sure to call Customer Support whenever you are ready to travel so they can be reactivated at no cost.
Kind regards,
Tadeo
Well guess what happens? I call SEARS, no answer. I email Tadeo, no response. I call Tadeo, no answer. I leave a voicemail, no call back. I feel totally scammed into keeping these packages and was promised up and down that I would be able to use them once I was ready due to my circumstances but once it came down to actually booking, crickets.
DO NOT TRUST THIS BUSINESS! Untrustworthy and deceitful business practices. I am out $693 and will be taking this to small claims court.
Thank you for giving us the opportunity to look into this further for you. We are glad we were able to speak with you, and offer a satisfactory resolution.
How does this company stay in business? I believe the practices of this company are illegal. Nothing can be done for me but I want to save others from forking out money to this company. They do not provide any service- you might get one nice trip out of a membership but we are "life time members" (but I see an expiration date of 7/16/2047 on my profile page and I am sure they will try to charge us when that rolls around.) and have been unable to get cheaper travel through this membership. Every time I have attempted to use any of my 85,936 credits, it has been impossible. about a month ago we had to call a rep because my login was not working, while on the phone I mentioned how I could no longer even see a way to use those credits, it used to tell me for example: if I use 2,500 credits I could save about $50 on a hotel room. She did change something and I was able to see how much I could save with using some credits. However, days later, it was gone again. I now have spent a total of 2 hrs on the phone getting passed from rep to rep, 9 reps in all. All had different excuses and no one could help. I was told when I signed up those credits were for cruises only, but I know that was not the case((my husband and I can not do cruises), unless they lied to us in the beginning but even then I don't know why I would be allowed to see how much those credits would save me on a hotel room. If a company can not put their address on the website, making it hard to research, and there appears to be multiple business names out there ICE, Westgate Travel and Cruise, Westgate Cruise and travel, Westgate travel club, and International Cruise & Excursion Gallery, Inc. It is difficult to research and to complain. Many complaints about Westgate cruise and travel are everywhere, even on their FB Page Westgate Cruise and Travel Collection. I don't understand how this company continues or how the employees can continue to work for such a company.
Hi ***, we are glad we were able to contact you, and better explain how to use your points for purchasing merchandise and travel.
Very deceiving sales practices. My husband and I purchased a vacation package since we wanted to take a cruise. This package for just a few hundred dollars more included our cruise and a 7-day vacation we could take later, plus access to quarterly deals. The sales guy promised a balcony with 2 freebies (all you can drink, $50 excursion discounts, wi-fi, or specialty dining).
He really hyped the drink package because that would save a lot of money since my husband likes to drink. Once we agreed, we were transferred to "validation" -- make sure you listen carefully to what they say. Apparently she didn't include the "freebies" that the sales guy promised. When we tried to reach our sale person, who claimed he was an account manager and would be very responsive to our needs, we were sent to voicemail and he never returned our calls. So we called the general line and was told the package did not include freebies -- it would cost us more money. We then talked to customer service who said they would listen to the calls -- they came back and said there was no mention of freebies. We said we would like to listen to the call with them -- but he said it was against company policy. I feel like we were scammed. They have sleazy sales tactics. Based on reading other complaints I'm not sure we'll get what we are expecting for the 7-day vacation. Now we will have to spend way more money than expected for our September cruise.
Hi ***, thank you for giving us the opportunity to research this further. We are glad that we were able to reach out and clarify any confusion. Enjoy your cruise!