Atkinson & Mullen Travel II

Please see attached reply letter
Thank you for your consideration
*** ***
Betsy B***
Manager, Customer Care Department

Thank you for contacting Apple Vacations, we always appreciate the opportunity to rectify any issues our valued passengers had while they were on vacation
It is certainly unfortunate that from time to time, the hotels we sell (but neither own or operate), overbook themselvesThis is
certainly not indicative of the service we expect for our customersApple Vacations reached out to the hotel in question, and they have agreed to extend a night complimentary hotel stay (including all meals, drinks, tips) for our valued customers the *** familyThis return stay, for nights, will be explained in further detail sent directly to our customers
The complimentary return stay is for the land portion only, and does not include airfareHowever, as a getsure of good will, and in an attempt to re-earn their trust, Apple Vacations will be sending a $Apple Vacations travel certificate to each **& ***, and Master *** ***These vouchers can be used toward their airfare at the time of booking their new trip
Apple Vacations Customer Care team will be sending the hotel certificate, along with the travel vouchers to our customers home address indicated on the complaint
Thank you again for allowing Apple Vacations the opportunity to address the *** family's concern

December 30, Dear ***,Apple Vacations is in receipt of your communication
regarding the optional *** *** Tour that *** and *** *** purchased
during their recent Cancun vacation.Apple Vacations does not own or manage the operation of the
optional tours
but they are presented to our clients for purchase by ***, a
company not owned by Apple Vacations, but part of the Apple Leisure Group.We regret any inconveniences that *** and Miguel
experienced with the operation of this tour and have forwarded their
information to *** to review with *** *** and the tour operator for corrective
action.Apple Vacations is issuing a refund of $to Vanessa
and *** in the form of a credit to the credit card on file of *** *** ***.Sincerely yours,Betsy
B***
Betsy B***
Senior Manager, Customer Care Department
Apple Vacations
Campus Blvd
Newtown Square, PA.
###-###-#### (Phone) ###-###-#### (Fax)
***@applevac.com

Apple Vacations regrets that *** had an issue during her stay at the *** *** *** *** with the loss of her ***If it was not possible to obtain a lock for her room safe Ms*** should have contacted the hotel front desk staff who would have assisted her in securing any valuablesApple Vacations did follow up with the *** *** *** regarding their investigation and as you will note in their reply below they could not carry out their investigation the night of the incident since Ms*** would not allow both hotel employees into her roomAs mentioned below we have a Night Managers Report and the Security’s Supervisors Report both mention the same information that the lady went to the front desk after 11:aproxto tell the night clerk the *** was stolen not missing in her room that nightA few minutes later they (Night Mgrand Security’s Sup.) went to the room to check if the *** and anything else was missing in the room and the lady said only one could get in and she’d get in record with her camera the procedureFor that reason her room wasn’t checked the same night, the lost items procedure must be followed by the responsible staff members at the moment they get the informationWe regret she mentioned this lost happened in the room or in the resort but we can’t approve any reimbursementSincerely,
Milton H***
Resident Manager
*** *** *** ***
Apple Vacations cannot accept liability for client’s lost personal property that was not in our possessionWe appreciate your consideration in this matterSincerely yours,
Apple Vacations Betsy B*** Betsy B*** Manager, Customer Care Department Apple Vacations

Apple Vacations sincerely regrets when any of our customers is not 100% satisfied with their vacation experienceUnfortunately, *** *** chose to add a stop after our customer purchased his package, and *** did not alert Apple Vacations to this changeAs Apple Vacations
neither owns or operates *** ***, we are unable to mandate their flight schedules, although of course as a supplier partner, we would always hope they would hold themselves to the high level of standards that Apple Vacations doesThank you for contacting Apple Vacations, we will of course forward your issue to *** *** and ask that they contact you directly regarding your concerns

Apple
Vacations regrets that *** had an issue during her stay at the
*** *** ***/*** *** with the loss of her ***.Apple
Vacations has contacted the hotel and has advised the following:On
the 7th of June she went to the front desk around 11:30pm to
report a stolen *** from her room
(Superior Garden view room, double beds, ground floor in a very
quiet area)Almost
minutes after,
the night manager and a Security’s deptSupervisor went to the
room to check and follow the lost items procedure in which they must
verify the reported item is not just missing somewhere in the room
The lady said she couldn’t let them in to the room at that time of
the night and if she let one of them check she’d record with her
cameraThis kind of procedures must be followed for the
responsible staff members available at that time, so they decided to
do it the next day.The
next morning around 10:30pm she went back to the guest services desk
and at that time they (Guest Services Agent, Security’s Supervisor
and Ms***) went to the room and completed the process confirming
there wasn’t any *** in the room and didn’t want or didn’t
have time left for making a statement in the police station.We
follow a very strict record from all our guest’s requests and
complaints during their vacations, just to make sure our guests
receive a very good service, we don’t have any report from Ms
*** about malfunctioning entrances to the room during her nights
in the resortWe
suggest to our guests using the safety deposit box during their stay
because the hotel is not responsible for lost items in the rooms left
out of the safe and she rented it for the whole stayIt
is very regretful Ms*** mentioned her *** was stolen from the
room but due to the circumstances explained above we can’t accept
responsibility for it.Sincerely,Milton
H***Resident
Manager*** *** *** ***
Apple
Vacations cannot accept liability for client’s lost personal
property that was not in our possession.We
appreciate your consideration in this matter.Sincerely
yours,Apple
VacationsBetsy
B***Betsy
B***Manager, Customer Care DepartmentApple Vacations
Campus Blvd.Newtown Square, PA

To the Revdex.com,
Thank you for contacting *** Vacations, we appreciate the opportunity to address any and all concerns our valued customers might have
*** Vacations was very sorry to learn that the *** family was not accomodated at their original hotel as they
should have been*** Vacations has reached out to the hotel for a response, and hope to follow back up with you in the very near future
Thank you again for bringing this issue to our attention

[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:
This is what the main webpage says about being a wedding coordinatorPromises in Paradise
Your wedding day is one of the most important days of your lifeThat’s why Apple Vacations has selected the resorts that offer everything you’re looking for in a destination wedding --
professional wedding coordinators that take the stress out of planning, an incredible setting for your ceremony, whether indoors or barefoot on the beach, and the most romantic honeymoon you could ever imagine!
This is a misrepresentation of what they offer The email explanation and the rebuttal on here proves as much.
I am also rejecting this because all I want is not to be penalized for guests who book in the same hotel we are staying in because they found a better deal I am not dropping them, asking for a refund or money back at this time I will ask for my money back and dispute any fees or penalties I have because of my guests booking in the SAME hotel for a better rate All I want is peace of mind that I will not be charged any extra money if my guests find a better deal Many guests have found a better deal and Apple knows about this They have not done anything about trying to lower the package price which includes flights They claim the hotel deal is great however their huge sell is the transfers form the hotel to the airport They fail to mention that the consumers can get a great deal when they book a full package including a flight Apple Vacations has been retroactive and not proactive with us The sad thing is the DAY BEFORE I SIGNED THE CONTRACT I HAD THESE CONCERNS I was assured this would not be a problem When Apple says they are making an exception they are only admitting they made a mistake The mistakes consist of our link not working correctly the first day The other mistake is that they had the wrong date for the early cancellation deadline Lastly they tried to say one of our guests who booked their trip through the flight reservations ON OUR LINK will not be credited to our block These are not exceptions these are mistakes

Thank you for contacting Apple Vacations, we always appreciate the opportunity to hear any issues or concerns our valued customers might have
Any information that you would like us to review can be sent to;
href="mailto:[email protected]">[email protected]
Thank you, and we look forward to hearing from you

December 30, Attached please find Apple Vacations' reply to the Revdex.com complaint regarding [redacted]Thank you
Betsy
B[redacted]
"margin: 0in 0in 0pt;">Betsy B[redacted]
Senior Manager, Customer Care Department
Apple Vacations
[redacted]
Newtown Square, PA.
###-###-#### (Phone) ###-###-#### (Fax)
[redacted]@applevac.com

Apple Vacations regrets that [redacted] found it necessary to cancel her vacation with us
"">Ms[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 vouchers. Unfortunately 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[redacted] 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 $30.00 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[redacted]Betsy B[redacted]Manager, Customer Care Department

Thank you for contacting Apple Vacations, we appreciate the opportunity to address any and all issues our valued customers might have.
Apple Vacations regrets any room category issues our guests had while at their chosen resort, and had every intention of making this right upon learning of the issue. The customers contacted Apple Vacations on September 23 upon their return, and Apple Vacations had refunded the full $600 by October 6 as we assured them we would. $300 was credited to each of the two credit cards on file on that date.
Thank you again for contacting Apple Vacations.

[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: As stated in my complaint: Apple vacation charged a premium for this non stop flight and then payed [redacted] making [redacted] their sub contractor. Apple vacations should not be allowed to advertise a non stop flight and then have their sub contractor make this type of devastating air travel change. It should be noted in this package i payed Apple vacations a premium of $30 for a non stop transfer from the airport and I'm sure Apple doesn't own the transfer company. If I didn't get a non-stop transfer from the airport can Apple keep the money and point to their sub contractor? This is why Apple Vacations cannot advertise non-stop flights and not deliver or at least be held responsible for what was purchased in their vacation pakage's. Apple vacations need to accept responsibilty for their sub contractor and ensure this bait and switch practice stops immediately.
Regards,
[redacted]

[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:
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]

Thank you for contacting Apple Vacations, we welcome the opportunity to address any and all concerns our valued customers might have.
On February 25, 2014 Apple Vacations received an electronic booking #[redacted] for a customer named [redacted] for an air and land package. This reservation came from a travel agent, and was for **. [redacted], and **. [redacted] only for a travel date of March 11, 2014 to Cancun, Mexico. On March 10, 2014 at approximately 5:07 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, 2014 at 5:47 PM, again the travel agent called back, and wanted to once again ADD **. [redacted] to this reservation. It 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, 2014 (actual day of travel for the first customer on the booking), asking to add **. [redacted] to the reservation. He 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 24 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 down. We 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 #4 on March 16, 2014.
The total amount of money charged to **. [redacted] on reservation #[redacted] by Apple Vacations was $0.00
The total amount of money charged to **. [redacted] on reservation #[redacted] (his airline reservation) by Apple Vacations was $595.70
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 hotel. If **. [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: The facts as Ms. B[redacted] responded are incorrect to be polite, at "NO TIME" ever did the hotel try in anyway to fix the air conditioning not one person was ever sent to any of the three rooms to even try to perform repairs. The General Manager and Manager were unwilling to attempt to explain to myself or my wife why the Gift Shops around the Lobby Area had awesome air conditioning but not one room we had been placed in ever had or was ever worked on.
The only reason we moved to another hotel was because we were forced to for my wife [redacted]'s health because Apple's so called 5 Apple Square Deal should have been sold to us as a Minus 5 Crap Square Deal we were baited and then we were switched plain and simple.
Apple can call this whatever they like and crediting my wife $118.00 when the move to another hotel cost me $244.00 is an absolute joke and then to have the nerve to send me two $50.00 coupons for future use which that will never happen was also a joke they were torn in half and mailed back to Apple.
I will not except their lame excuse as they have not come close to answering my most basic of questions why at "NO TIME" did the hotel send a repair person to any of the three rooms to attempt to make repairs?
I am also going to make copies of this and send to the Governor for PA asking them to consider shutting this company down for their unhanded tactics.
Regards,
[redacted]

[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 [redacted], 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 always appreciate the opportunity to...

address and comments or concerns our customers have.
 
Apple Vacations has access to sell thousands and thousands of hotels and resorts around the world. As we neither own or operate any of them, we always strive to make sure our customers know exactly what it is they are purchasing. Not all resorts will have the same offerings, or amenities, therefore we put as much information as we can on our website, and we also have reservation agents ready to answer questions and make reservations 24/7.
 
**. [redacted] booked her reservation on line without the help of a reservations agent on January 19, 2014. The resort she chose was the [redacted] Beach. On Apple Vacations website showing all of our resorts in [redacted] on a single page, it looks like the first attachment shown. Please note the information on that first page for the [redacted] and compare it to the hotel shown just above it, the "[redacted] Resort". The [redacted] Resort states right up-front that it is an "All Inclusive" resort, the [redacted] does not.
 
Moving on to the next attachment, this is the information that is brought up when you select the [redacted]; please note it is stated right above the available room types "For room types that are listed as All-Inclusive, the All-Inclusive rate includes meals, drinks and hotel activities". **. [redacted] did not select an All-Inclusive room category. Shortly after **. [redacted] booked her trip on our website, at approximately 2:30 PM, Apple Vacations automatically sent electronic documents for the [redacted] trip to the following email address: [redacted] with all the pertinent details of the trip.
 
If you will note on attachment 3, the room category and meal plan options chosen by [redacted], (and sent for her review electronically) states; STANDARD RESORT VIEW - EUROPEAN PLAN.
 
As is Apple Vacations commitment to excellent customer service, we contact each and every customer who purchase a "European Plan" within 24-48 hours of their reservation to ensure they understand the resort they have chosen is not an All-Inclusive, rather a "European Plan". A European Plan is the option to pay for only those meals you eat while you are at the resort, and does not have an all-inclusive aspect to it. Some customers who know they will spend a great deal of time outside of the resort, and therefore eating the majority of their meals elsewhere prefer not to go with an All Inclusive option. This resort would be an excellent example of that situation where customers can opt to pay for only those meals eaten in the resort.
 
Apple Vacations contacted the [redacted] family, the day after the trip was booked, on January 21, 2014, who as it turns out was not aware they had purchased a European Plan package. Apple Vacations offered a 100% refund upon cancellation by [redacted]. And that money was refunded back to the [redacted] on file on January 21, 2014. In addition, as a gesture of good will, Apple Vacations issued $50 per person Apple Vacations travel certificates toward their next Apple Vacations trip.
 
It is our hope they will accept the vouchers in the spirit intended, and join us on another trip in the near future. Apple Vacations goal is to please and delight 100% of our customers 100% of the time. We recognize and we regret we were unable to meet that goal in this situation.

[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]

[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: 
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 bar... Which to boot is un-air conditioned (the [redacted]s only bar is an un air conditioned, outdoor bar in the hot humid Mexican jungle...6 GOLDEN 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 properties. Apples 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 well. We 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 rating.
And 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 20 minutes from the beach via trolleys. Put in your adults only [redacted] square deal description that you could end up in the jungle, with a 20 minute trolley ride to the beach and see how many customers would sign up for it...
Regards,
[redacted]