Atkinson & Mullen Travel II

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not want to use them in the future for booking I do not trust that they will be able to book the proper stuff we ask for I want a refund in dollars not a travel credit I made that very clear to them when I filed the complaint Regards, [redacted]

August 14, Dear [redacted] , Apple Vacations is in receipt of the Revdex.com’s communication regarding the travel plans for [redacted] and [redacted] ***They booked their vacation with Apple Vacations on July 25, for a nights’ Philadelphia to Punta Cana package, departing September 19, return September 26, 2015, staying at the [redacted] Resort in a Deluxe Tropical View Room.They also purchased the [redacted] Trip Protection which in addition to covering if they need to cancel before departure it also covers the Best Price Guarantee: 2) APPLE VACATIONS' BEST PRICE GUARANTEE - You can claim the savings prior to departure if Apple Vacations advertises a discount on the exact same vacation that you have booked and all components are still available-same date, duration of stay, hotel, room category and flight (same scheduled airfare class, or any charter airfare class)This does not apply to Air Only, Fly/Drive, Square Deals, special packages, booking date-restricted sales and hotels with a "closed" booking statusMany added values offered by hotels are booking date-restricted and are not covered by the Best Price GuaranteeOn August 06, [redacted] contacted Apple Vacations inquiring about obtaining the Best Price Guarantee since she received an email directly from [redacted] advertising her exact tripUnfortunately this is not covered under the Best Price Guarantee for several reasonsOne reason is that this offer was made by [redacted] and not advertised by Apple VacationsTravel must be booked with [redacted] Another reason is that the [redacted] special is date restrictedFor the [redacted] special the stipulations are: [redacted] PUNTA CANA bookings is valid for bookings made between 08/04/and 08/13/for travel beginning on or after 08/04/and through the night of 08/15/or for travel beginning on or after 08/27/and through the night of 10/31/ [redacted] and [redacted] booked their vacation with Apple Vacations on July 25, 2015.For these reasons Apple Vacations could not honor the Best Price Guarantee.We appreciate your consideration in this situationSincerely yours, Apple Vacations Betsy BManager, Customer Care Department 8/14/

January 8, Dear [redacted] ,Apple Vacations has received your follow inquiry advising [redacted] has rejected our original response of December 30, [redacted] and [redacted] purchased a Apple Adults Only Square Deal All Inclusive – [redacted] package.While our Square Deal Adults Only hotels are just that Adults Only there will be hotels nearby that do permit children As to the beach, there is a section of the beach reserved for the Adult Only guests but there will be children on other sections of the beach and in the ocean.Our advertising picture does show two chairs on a beach but that is only a general advertising picture not associated with any particular hotel[redacted] selected the regular Apple Adults Only Square Deal and was upgraded to the Golden Apple Adults Only hotel.If a client wishes to have a hotel on the beach then they should select a specific hotel since any of the Square Deal Hotels, while an exceptional value, are assigned by Apple Vacations and not selected by the client.As advised in our original reply the Luxury [redacted] ***, [redacted] stands in the middle of the [redacted] Golf Club, surrounded by mangroves, freshwater wells and the most authentic flora and fauna and is an adults only hotel, it is separate from the other Bahia hotels that are oriented more towards family[redacted] and [redacted] did avail of all nights at the [redacted] Resort, as well as their roundtrip transfers and roundtrip air.We appreciate your consideration of this information.Sincerely yours,Apple VacationsBetsy B [redacted] Senior Manager, Customer Care Department

Unfortunately the response made by Apple Vacations is not true Their Website specifically indicated that [redacted] was ALL INCLUSIVE and this is what I was lead to be purchasing[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Unfortunately the response made by Apple Vacations is not true Their website specifically indicated that the [redacted] was All Inclusive and this is what I was lead to believe I was purchasing After receiving the phone call from the rep who was calling me to inform me that I did not purchase an all inclusive, she went to the website herself and saw the errorI than emailed Apple Vacations with the situation and below is the responding email from the Apple Rep: To: [redacted] Subject: Re: FW: Booking # [redacted] Date: Tue, Jan 09:52:-0500From: [email protected] ***,Thanks for contacting Apple VacationsI am sorry to hear that you received misleading information regarding the meal plan at the [redacted] Beach resortOur marketing department has been notified and advised to correct the information on our websiteI do apologizeThis is not a occurrenceInformation on our website is usually very accurateFortunately, our hotel operations department was able to notify you of the mistake within hoursOur course we would have preferred to send you on a fabulous all-inclusive vacation, but our contract with this hotel does not offer this meal plan option.If you are still interested in travelling to this [redacted] , we have an all-inclusive plan with the [redacted] resortIf you like, I would be pleased to send you a quoteAgain, I apologize for any inconvenience caused by this error.Best Regards, [redacted] Apple Vacations Customer Assistance [redacted] , PA ***Phone: ###-###-####[email protected] As you can see by the above email received the Apple Rep is acknowleding the website error (should you require I can forward the original email)I am also attaching a photo of the apple vacations web page that "Clearly" states the [redacted] was Indeed an ALL INCLUSIVE Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Apple Vacations seems very experienced at dodging issues , I never said I was double billed!My complaint was and still is that Apple Vacations incompetent and inefficient handling of my trip bookings resulted in my suffering and wasting many hours of my time and aggravation at the airport here in the US and in Cancun across the whole supposed to be my vacation and Apple vacations promisesI think Apple Vacations staff and management should RE-READ my communications and complaints.I am not sending my credit card statements to this suspicious and highly incompetent companyAny self respecting company will compensate their client for all the troubles that he/she had, but not Apple Vacations.And, I did check with my travel agent who confirmed what I said all along: Apple vacations DID take my hotel reservation, he actually told me Apple vacations kept him on the phone for over an hour discussing and collecting info about my reservations the day before flyingIt is not the customer fault if they did not do anything with the reservation that they confirmedApple vacations DID NOT act on 1) My outward flight, 2) my inward flight and 3) the hotel, anyone can see the trend here.I am not going to waste any more of my time, aggravation or heartache on this issue, I ask the Revdex.com to keep this complaint for as long as is possible on their website for others to see how Apple Vacations operates and what loss of time, heartache and aggravation they caused to a paying customer without any appreciation to their customer or their promisesI am transferring the whole issue to my lawyers Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

October 9, Apple Vacations has received your inquiry regarding [redacted] and [redacted] ’s Cancun vacation booking They are requesting that we honor Promo Code [redacted] since they purchased the [redacted] Trip Protection which includes the Best Price Guarantee.Promo Code [redacted] information:We're Back! Up to $ in Promo Code Savings Promo Code: [redacted] Passengers traveling to all destinations and hotels save on Exclusive Vacation Flight, Scheduled Air, and Land Only Packages!Book: October 7-9, 2015Travel: October 7, 2015-April 30, 2016Savings:$per adult for nights or less$per adult for nights or moreAs shown in our information for the Best Price Guarantee and [redacted] also mentions in his complaint, the Best Price Guarantee does not apply to booking date-restricted sales, which is the case for Promo Code [redacted] .APPLE VACATIONS' BEST PRICE GUARANTEE - You can claim the savings prior to departure if Apple Vacations advertises a discount on the exact same vacation that you have booked and all components are still available-same date, duration of stay, hotel, room category and flight (same scheduled airfare class, or any charter airfare class)This does not apply to Air Only, Fly/Drive, Square Deals, special packages, booking date-restricted sales and hotels with a "closed" booking statusMany added values offered by hotels are booking date-restricted and are not covered by the Best Price Guarantee[redacted] and [redacted] booked their vacation with us on September 14, 2015.In order to avail of Promo Code [redacted] the trip could only be booked between October 7-9, 2015, therefore they are not eligible for the Promo Code.Apple Vacations appreciates your consideration in this situation.Sincerely yours,Apple Vacations Betsy B [redacted] SrManager, Customer Care Department Apple Vacations [redacted] Newtown Square, PA***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and I have learned my lesson about reading the fine print I also want to say though that I find it hard to believe that the business would not honor a lower price for their vacation package just a few weeks after purchasing the same exact package at their asking pricePrior to purchasing I made a few calls to their representatives and had reservations about buying at this time as holiday sales were right around the cornerI was told not to worry though as the [redacted] insurance had a liberal guarantee and not to worryI feel this is a poor way to do business with a long time customer and will take this into consideration for future bookingsThank you for your time in this matter Regards, [redacted]

Thank you for contacting Apple Vacations, we appreciate the opportunity to address and all concerns our valued customers might have As a whole sale tour operator, Apple Vacations does not recommend any one hotel over anotherWe buy blocks of rooms from different hoteliers, and we use an independent rating scale to give our assessment according to the amenities and offerings at each resortThat way our customers are free to research and choose their own hotels, or work with an independent/3rd party travel agent as **& [redacted] did to choose their travel accommodations In the case of **& [redacted] , they chose a Red Apple propertyThe highest rated property we sell is a Golden Plus propertyApple Vacations firmly believes that The [redacted] Beach is rated fairly, and we regret that the [redacted] 's did not agreeAs Apple Vacations does have solid relationships with our suppliers, we were able to get the hotel to give a refund of all but one night, and Apple Vacations refunded the final nightThus refunding the [redacted] ’s in full for the land portion of their trip of $per person for all nights, all-inclusive, meals and drinks included, Honeymoon suite with transfers and tips included The air costs were separate and fully utilized and cannot be refunded Again, Apple Vacations truly regrets the that **and *** [redacted] were not more pleased with their honeymoon, we appreciate the feedback

Thank you for contacting Apple Vacations, we always appreciate any opportunity to address our valued customers concerns As Ms Orlosky is aware, unfortunately there was an unidentified and incorrect room description on our website for one of the properties that Apple Vacations sellsApple Vacations strives for 100% accuracy in all manners of our business, and we deeply regret this incorrect room description we were unaware of As the original room [redacted] booked "Superior Deluxe Ocean" did not actually contain two rooms as she was led to believe, Apple Vacations has adjusted the package price for her to be able to obtain two "Superior Deluxe Ocean" rooms for the price of one Thank you for bringing this issue to our attention, again Apple Vacations deeply regrets this incorrect information was posted, and it was immediately correctedWe wish the Orlosky family a lovely vacation Melissa B [redacted] Senior Manager Customer Care Apple Vacations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Apple vacations has still yet to justify, in five separate responses, exactly how the [redacted] rates as a six GOLDEN apple property The [redacted] is NOT on the beach (Betsy, you don't have to reply with your standard form letter quote of "surrounded by mangroves, freshwater wells, the most authentic fauna etc etc etc...we get it) Two restaurants that are impossible to get reservations at...unless you want to eat dinner at 4pm or 1030pm One buffet restaurant One barWhich to boot is un-air conditioned (the [redacted] ***s only bar is an un air conditioned, outdoor bar in the hot humid Mexican jungleGOLDEN APPLES...Really? Sweating, being bitten by mosquitoes while having a drink...This is an "Exceptional standard of service and quality ") A 15-25mim trolley ride to the beach...luxurious...? Absolutely no other "amenities...zero If you want anything other than a swimming pool that's it, there is nothing else at the [redacted] ***, you must travel to other family friendly Bahia propertiesApples description of their Adults only packages never ever said or have on their website that there will be hotels nearby that do permit children or that the beach area will have children as wellWe selected an adults only package and were never told their might or there could be children Apples six apple, not six golden apple, just six red apple rating criteria/description: "A luxurious resort offering the highest standards and widest variety of dining and amenities " Two restaurants, & one buffet is the widest dining variety? And as far as amenities, the [redacted] doesn't even have an on site fitness center The [redacted] meets zero of the criteria to be a six apple hotel yet alone a six golden apple ratingAnd as far as us selecting a six red apple adults only vacation and being "upgraded"to a six golden apple adults only package, there are absolutely NO six red apple adults only [redacted] hotels in Apples portfolio....ZERO, so that is an inaccurate point Apples own website description of Apples Vacations makes your Vacation Dreams A Reality states that "Apple Vacations offer the widest selection of BEACH vacations under the sun at the best prices" no where on their website mentions anything about jungle hotel vacations minutes from the beach via trolleysPut in your adults only [redacted] square deal description that you could end up in the jungle, with a minute trolley ride to the beach and see how many customers would sign up for it Regards, [redacted]

Apple Vacations regrets that [redacted] found it necessary to cancel her vacation with usMs [redacted] had an original booking with us, booking # [redacted] , scheduled to travel on our charter from Chicago to Jamaica on April 12, for nightsOn this booking she did purchase the AVOK Trip Protection for the cost of $per person, which will issue any refund due in AVOK vouchersUnfortunately Ms [redacted] had to cancel this original vacationThe total monies paid for this booking was $and she was issued AVOK vouchers in the total amount of $since the cost of the AVOK Trip Protection of $per person is not refundable.Ms [redacted] then made a new booking, [redacted] , for travel on scheduled air from Chicago to StThomas April 14, for nightsShe also purchased the AVOK Trip Protection but on the voucher back option and not the cash back option at the cost of $per personThe reason the cost for the AVOK Trip Protection is higher for this booking is that it was on scheduled airThe original booking was on ourcharter air packageMs [redacted] used her AVOK vouchers, total cost of $252518, from her original cancelled booking, towards payment for her new bookingShe paid for the balance of $with her credit cardWhen a passenger cancels the refunds are issued in the form of paymentSince Ms*** used AVOK vouchers as part of her payment the refund would be in the form of AVOK vouchersThe portion of the booking [redacted] that was paid by her credit card, $263.20, was refunded to her credit card.Ms [redacted] was never charge by Apple Vacations for the cash back option, which would have been $per person additional for the AVOK Trip Protection.Ms [redacted] did receive her refund in the correct form of payment received by Apple Vacations.Sincerely,Apple VacationsBetsy B***Betsy B***Manager, Customer Care Department

Thank you for contacting Apple Vacations, we welcome the opportunity to address any and all concerns our valued customers might have On February 25, Apple Vacations received an electronic booking # [redacted] for a customer named [redacted] for an air and land packageThis reservation came from a travel agent, and was for ***, and ** [redacted] only for a travel date of March 11, to Cancun, MexicoOn March 10, at approximately 5:PM the travel agent of record called and explained that he had added a passenger to this same reservation by the name of " [redacted] ", but now needed that same passenger ** [redacted] to be removed from the reservation Our reservations agent was able to determine that while ** [redacted] 's name was listed on the reservation, no money had been collected for ** [redacted] , nor had any reservations been made for him Not much later that same day, March 10, at 5:PM, again the travel agent called back, and wanted to once again ADD ** [redacted] to this reservationIt was explained that the resort was on what is called "Request Status", which means they will only allow additional customers with if requested (essentially the hotel is full, but they will hear requests)At this point of day however, the hotels reservation center was already closed for the day The travel agent then called Apple Vacations back the next morning March 11, (actual day of travel for the first customer on the booking), asking to add ** [redacted] to the reservationHe was told that any reservations would have to be handled in person and directly at the hotel It would appear as if therefore ** [redacted] was under the impression that he had hotel reservations prior to arriving in Cancun, when he did not Meanwhile, the travel agent made an additional booking for the air only portion of ** [redacted] 's tip, reservation # [redacted] This reservation was unfortunately made less than hours in advance, and as I have explained, and apologized for previously, the manual process of adding a passenger name to a manifest already sent broke downWe apologize for that, however, ** [redacted] was able to board that flight, [redacted] ***s Airway flight #1, and return on the originally booked flight, [redacted] Airways #on March 16, The total amount of money charged to ** [redacted] on reservation # [redacted] by Apple Vacations was $ The total amount of money charged to ** [redacted] on reservation # [redacted] (his airline reservation) by Apple Vacations was $ Any additional money spent by ** [redacted] , ($965) was paid directly while in Mexico In summary, ** [redacted] paid Apple Vacations ahead of time (on 3/10/14) for his airfare, and paid directly in resort for his hotelIf ** [redacted] has any credit card statements he would like to provide that shows any other payments made to Apple Vacations, we would be more than happy to review Apple Vacations appreciates the opportunity to address our valued customers, and stands ready and willing to answer any additional questions

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It truly is a shame that Apple Vacations cannot own up to the facts that for two straight days we suffered in rooms with "NO" Air Conditioning and at "NO TIME" was anyone dispatched to any of the rooms to execute repairs we received nothing but excuses. Now we were there to celebrate our Wedding Anniversary on June 8th with another couple who were subjected to the exact same nonsense we were put through so there are a total of 4 individuals that were assigned to a total of 6 different rooms and over the course of two days 48 hours none of us had air conditioning and no one ever tried to repair so for Apple Vacations to say someone was dispatched to the rooms is utter b/s. Six different rooms in two days and you cannot provide one room per couple with working air conditioning which is even available in a -5 Apple Vacation which is what we were subjected to. Let's move beyond the Air Conditioning which put my wife's health in jeopardy for two days at a hotel that could have cared less, the rooms had no wash clothes pretty minor but for a company such as Apple Vacations which is supposed to provide the highest level of customer service no wash clothes we were given hand towels, no hangers in the rooms in one of the rooms we were given there were 20 some plastic hangers most of which were broken and unusable, there was a scrub brush with cleaning solution open in the bathroom so a child could have simply drank and died fairly careless of Apple Vacations, there was no safety lock on any of the rooms my wife and I were naked changing into dry clothes because we were sweating so bad from no A/C we went thru multiple clothes and a maid walked in on us while we were "Naked" thank "God" we were not having sex yet again such awesome accomdations provided by Apple Vacations in their so called 5 Apple Deal. Apple Vacations should be Rotten Decayed Apple Vacations we were mistreated, lied to consistently by their representative who said there were no other rooms available at any of the Apple Hotels my Father in Maryland called around for us and found out there were mulitple rooms available at another hotel but the Apple Representative said that there were none available which if that was the case then how did we move to that hotel on Monday. Apple Vacations ruined my Wedding Anniversary, put my wife's health in jeopardy, provided sub-standard accomadtions that I would not allow an animal to endure, and provided zero level of service when it came to repairs to any of the six rooms with no Air Conditioning. Apple's resolve is a good will gesture of $100.00 well "NO THANKS" I have copied every email and every letter and I am mailing to all of the local news media outlets Channels 4, 5, 7, 8, and 9 we also sending to ***, ***, and [redacted] and Friends hoping that any of these will report this and or ask us to appear on their show to discuss the nightmare we went thru. I am sending a copy of this to the Governor of PA for their review as I believe Apple Vacations promised us the moon and we were given the "Out House" in 100 degree weather with all the smells associated with the "Out House" if Apple wants to make this matter right refund 100% of the total amount paid or let my wife and I with our two friends pick a destination of out choice anyplace in the "WORLD" that Apple Vacations represents in the best rooms available with 4 First Class Tickets for a 7 day stay and I mean anyplace even if that means Rome, Italy or the Swiss Alps. I would truly like to see if Apple Vacations is willing to stand behind it's so called reputation and their belief in providing 1st class treatment and accomadations for their customers so far all I have seen is more of what we got in Punta Cana a bunch of lame excuses. Regards, [redacted]

Thank you for contacting Apple Vacations, we certainly appreciate the opportunity to address any and all complaints or concerns our valued customers might have Apple Vacations, on behalf of ** [redacted] , did approach the [redacted] hotel on multiple occasions seeking compensation for our guestApple Vacations was able to obtain an offer of $to cover the medical bills incurred in Jamaica, and in addition, a night complimentary return stay for ** [redacted] , and his guest ** [redacted] This offer was sent to ** [redacted] and ** [redacted] on multiple occasions between July and September of 2013, and was not accepted [redacted] Hotels contacted Apple Vacations in May of this year to let us know that they had been contacted by ** [redacted] directly, asking if we would again send the offer of $and the night complimentary stay to our mutual guests [redacted] stated ** [redacted] indicated she and ** [redacted] were ready to accept the offer at this time Accordingly, Apple Vacations resent the offer letter to Ms [redacted] on May 23, and has not gotten a return responseThe offer was sent to: [redacted] and [redacted] Today, June 24, Apple Vacations received the complaint from the Revdex.com Apple Vacations is more than happy to release the $and the complimentary return stay as soon as ** [redacted] and ** [redacted] sign the acceptance form provided to them at the above email addresses Thank you for contacting Apple Vacations, we look forward to an amicable resolution with our valued customers

December 30, Attached please find Apple Vacations' reply to the Revdex.com complaint regarding [redacted] Thank you Betsy B [redacted] Betsy B [redacted] Senior Manager, Customer Care Department Apple Vacations [redacted] Newtown Square, PA ###-###-#### (Phone) ###-###-#### (Fax) [redacted] @applevac.com

April 21, Dear ***,Apple Vacations has received your inquiry regarding *** and *** *** who purchased a Punta Cana vacation departing Baltimore on June 07, They purchased what is known as the Apple Square Deal Punta Cana AI package, whereby the clients
book the category of hotel, in this case Apple and then Apple Vacations assigns the hotel the day before departureThe hotel assigned was the *** ***.During their stay at the hotel they complained about the air conditioning and the hotel did work on this issue and offered to change rooms for **and *** ***After a few room changes they decided to obtain another hotel and they only charge was for the additional costThe monies paid for their original hotel were used to cover the cost of the new hotel.When they returned home from their vacation they filed a credit card dispute and Apple Vacations was able to obtain a one night’s hotel refund for them in the amount of $They paid a total cost of $per person for nights’ hotel accommodations, which included their room and all inclusive package**and *** *** also contacted the Office of the Attorney General for the State of Maryland and Apple Vacations did reply to them and also offered **and *** *** $per person vacation certificatesAs a gesture of goodwill Apple Vacations will convert the $per person vacation certificates to cash and credit their credit card on file $Sincerely, Apple VacationsBetsy BManager, Customer Care Department

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Apple vacations made a mess of my vacation and are lying about it to cover their inefficiency and incompetence. The excuse that my booking was made less than hours is a farce, we are in the twenty first century and I am sure Apple vacations have computers, internet and on line accessI did travel without any hitches many times with bookings made few hours before and not hours earlier to departure.Also, Apple vacations neglected commenting on the absence of their supposed to be resident agent at the airport, and the fact that *** *** reps have seen my reservation done at 13:the day prior to departure AND that was cancelled by apple vvacations at 4:00, why was that and for what reason was my confirmed reservation cancelled? (inefficiency, incompetence and a big mistake) Apple vacations DID receive my payment of $that I paid in Mexico to their agent and I do a statement from my credit card to show thatHow dare they insinuate that I am lying? Customer care and satisfaction is not only a slogan repeated in all our communication, but companies have to make good on their promises to earn customer appreciation, which I definitely did not get because Apple Vacations did not honor their committment and are refusing to take responsibility.I strongly advice anyone reading this to buy their vacations from anyone else other than Apple Vacations unless they want to end up in a similar situationThat is why I would like this complaint to be posted on the Revdex.com site for reference
I reserve my rights to take any action I see fit to pursue a proper apology and compensation!
Regards,
*** ***

Thnank you for contacting *** Vacations, we certainly appreciate the opportunity to address any and all complaints our valued customers might have
As an additional gesture of good will, *** Vacations will be refunding each of the members in *** ***'s party $to their credit
card
Thank you for allowing us the opportunity to try to earn back this party's faith and trust in *** Vacations

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***