Atkinson & Mullen Travel II

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 response. If 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 error. I 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, 21 Jan 2014 09:52:13 -0500From: [email protected] [redacted],Thanks for contacting Apple Vacations. I am sorry to hear that you received misleading information regarding the meal plan at the [redacted] Beach resort. Our marketing department has been notified and advised to correct the information on our website. I do apologize. This is not a normal occurrence. Information on our website is usually very accurate. Fortunately, our hotel operations department was able to notify you of the mistake within 24 hours. Our 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] resort. If you like, I would be pleased to send you a quote. Again, I apologize for any inconvenience caused by this error.Best Regards,[redacted]Apple Vacations Customer Assistance[redacted], PA [redacted]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]

Apple Vacations regrets our customer **. [redacted] remains so dissatisfied.
If **. [redacted] can please forward copies of 2 different credit card statements showing he was charged for the hotel portion of his trip both prior to traveling and again when he got to his destination, Apple Vacations will certainly be prepared to refund him the original charges for his hotel stay. At the time of **. [redacted]'s travel, his travel agent had only booked a plane reservation with Apple Vacations, and no hotel room. Therefore it would make sense he needed to pay that additional money when he arrived.
Apple Vacations never made a reservation for a hotel room or take payment for a hotel room for **. [redacted] prior to traveling.
The 2 different receipts showing payment of the hotel portion of his trip can be emailed to [email protected]
Thank you and we look forward to clearing up any confusion.

From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Apr 22, 2015 at 4:22 PMSubject: Fwd: Automatic reply: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] Butts <[email protected]>
---------- Forwarded message ----------From: Betsy B[redacted] <bb[redacted]@applevac.com>Date: Wed, Apr 22, 2015 at 3:48 PMSubject: Automatic reply: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "[email protected]" <[email protected]>
Travelplex 53179929 [redacted] Riv Cancun. I’ve forwarded to custcare
I wanted to make you aware of an client’s experience at the [redacted] Riviera Cancun. I have booked this resort for many families and already have people booked for this Christmas 2015.
This is the Michael [redacted] family who traveled March 19 to March 25 and booked two ocean view Preferred Club rooms, paid the additional cost for guaranteed connecting. Their vacation cost a total of $10,230 plus the resort’s fee for guaranteeing the connecting rooms.
After the family checked in, the front desk clerk changed places with another [redacted] representative. This was the time share rep who was extremely hard sell and inappropriate at best. The first thing she said to my client’s was that their agent booked them at the wrong resort! She told them that with her children’s ages, they would have far more fun at the [redacted]! The boys were very upset and asked their parents if they could change the resort. This is before they even left the front desk at check in!
This woman continued this line of thinking and made a number of offers to convince them to go with her to see the [redacted]. This representative continuing making remarks about the [redacted] vs. the [redacted] that even **. [redacted] was asking his wife to reconsider making a change!
I will be out of the office Wednesday afternoon, April 22, 2015 starting at 2:00pm, returning to the office on Thursday morning, April 23, 2015, 9:00am, with very limited access to email.  In my absence you can email the Customer Care group at [email protected] , or call ###-###-#### [redacted].
Otherwise I will return your email on Thursday, April 23, 2015.
Thank you.

January 8, 2016
Dear [redacted],Apple Vacations has received
your follow inquiry advising [redacted] has rejected our original response
of December 30, 2015. [redacted] and [redacted] purchased a 6 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 6
regular Apple Adults Only Square Deal and was upgraded to the 6 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 7 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

August 14, 2015
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, 2015 for a 7 nights’ Philadelphia to Punta...

Cana package, departing September 19, 2015 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 status. Many added values offered by hotels are booking date-restricted and are not covered by the Best Price Guarantee.
On August 06, 2015 [redacted] contacted Apple Vacations inquiring about obtaining the Best Price Guarantee since she received an email directly from [redacted] advertising her exact trip.
Unfortunately this is not covered under the Best Price Guarantee for several reasons. One reason is that this offer was made by [redacted] and not advertised by Apple Vacations. Travel must be booked with [redacted].
Another reason is that the [redacted] special is date restricted. For the [redacted] special the stipulations are:[redacted] PUNTA CANA bookings is valid for bookings made between 08/04/2015 and 08/13/2015 for travel beginning on or after 08/04/2015 and through the night of 08/15/2015 or for travel beginning on or after 08/27/2015 and through the night of 10/31/2015.
[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 situation.
Sincerely yours,
Apple Vacations
Betsy B.
Manager, Customer Care Department
 
8/14/2015

Thank you for contacting [redacted] Vacations, we always appreciate the opportunity to look into concerns our valued customers might have.
[redacted] Vacations would like to take the time to pull and listen to the phone calls regarding this situation. I can however explain at this...

time that our online website for booking vacations is only able to book one room per reserevation. This is a system limitation, and accordingly the passenger is informed that only one room can be booked. Had the number of people on the reservation exceeded the allowable number of occupants per room, the message "for multiple roo**, please contact our reservations center at ###-###-####", would have popped up to the consumer.
[redacted] Vacations has attached a screenshot of a mock reservation using the same parameters to show where the booking made would indicate "Room 1 Type: Standard (All Inclusive", as you can see, no "Room 2 Type" is listed as multiple rooms cannot be reserved on our consumer website as mentioned.
It is possible that the reservation number started online was the one **. [redacted] asked to be converted to a booking, and the reservations agent duplicated exactly what was under that booking number from our consumer website. If after our investigation the two rooms were discussed and confirmed verbally to **. [redacted] Vacations will certainly make this right.
Thank you for allowing us the opportunity to research this further. Please expect a response within the next business week.

October 9, 2015
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 $200
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:$50 per adult for 4 nights or less$100 per adult for 5 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 status. Many 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]
Sr. Manager, Customer Care Department
Apple Vacations
[redacted]
Newtown Square, PA. [redacted]

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 price. Prior 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 corner. I was told not to worry though as the [redacted] insurance had a liberal guarantee and not to worry. I feel this is a poor way to do business with a long time customer and will take this into consideration for future bookings.
Thank you for your time in this matter.
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 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 promises. I 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 company. Any 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 flying. It is not the customer fault if they did not do anything with the reservation that they confirmed. Apple 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 promises. I am transferring the whole issue to my lawyers.
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 another. We 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 resort. That 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 4 Red Apple
property. The highest rated property we sell is a 6 Golden Plus property. Apple
Vacations firmly believes that The [redacted] Beach is rated fairly, and
we regret that the [redacted]'s did not agree. As 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 night. Thus
refunding the [redacted]’s in full for the land portion of their trip of $609 per
person for all 7 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].
[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
sells. Apple 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 corrected. We wish
the Orlosky family a lovely vacation.
Melissa
B[redacted]
Senior
Manager
Customer
Care
Apple
Vacations

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 guest. Apple Vacations was able to obtain an offer of $366. to cover the medical bills incurred in Jamaica, and in addition, a 3 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 $366 and the 3 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, 2014 and has not gotten a return response. The offer was sent to: [redacted] and [redacted]
Today, June 24, 2014 Apple Vacations received the complaint from the Revdex.com.
Apple Vacations is more than happy to release the $366 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.

Apple Vacations has received your inquiry regarding [redacted]...

[redacted] honeymoon. [redacted] booked the Junior Suite Run of House (ROH) all inclusive room category at the [redacted]. A copy of the room information as shown on the applevacations.com website is attached. They requested a king bed and this request was noted on their booking and submitted to the hotel. It is a request and not guaranteed. The request is subject to availability by the hotel upon check-in.A copy showing the request on the booking and a copy of the manifest sent to the hotel showing this request is attached. Since [redacted] were honeymooners the hotel upgraded their room accommodations to Partial Ocean View, but unfortunately there were no king bedded rooms available in this category either. We regret that the hotel was not able to provide the king bed for [redacted]. The online form submitted by [redacted] was received by Apple Vacations on 4/15/2015 while they were still in resort and was forwarded to the department that handles in resort issues. This department did follow up with the hotel to check on availability for king bedded rooms and unfortunately none were available. We regret the inconveniences that [redacted] encountered with their accommodations as we realize the important significance of a honeymoon but they did receive the accommodations purchased. As a gesture of goodwill Apple Vacations is offering Erin and Scott $100.00 per person vacation certificates which are valid towards another booking with Apple Vacations. Apple Vacations appreciates your consideration of this situation.Sincerely yours,
Apple Vacations

Review: This is my second attempt to rectify problems with apple vacations. First claim #[redacted]. Apple Vacations has failed to meet any promises for services that we were told we would have.. First in the complaint response apple vac states they would contact me within 21-35 days... it been almost 60 days.. STILL NO RESPONSE! Complaint 2... No Customer Service at [redacted] (apple rep) at the [redacted] tropical bay. [redacted] had me [redacted], THE BRIDE!!, DO ALL OF HER RUNNING AROUND TELLING MY 45 GUESTS WHEN AND WHERE THEY HAD TO BE FOR AIRPORT TRANSFERS... NOT MY JOB!! THATS WHY WE WENT THROUGH APPLE TO HAVE ASSISTANCE.. Service failed... paid for something didn't receive any assistance!!

Third Complaint... No wine and fruit baskets were delivered to guests rooms 47 people total!! Even though the fruit and wine may have been complimentary it was because we BROUGHT 47 PEOPLE ALL OF WHOM TRAVELED THROUGH APPLE!!

WOULD LOVE TO SPEAK WITH SOMEONE FROM APPLE VACATIONS THEY SCREWED UP ROYALLY! I was so busy running around trying to do [redacted] job I barely had any day time to hang out with my guests on the beach! VERY DISAPPOINTED!

DID NOT EVEN TAKE AIR TRANSFER FROM APPLE TO THE AIRPORT!! NO ONE CONTACTED US AT ALL ON OUR HONEYMOON(they knew where we were) to set up transfer, PAID FOR TAXI $100Desired Settlement: An apology for starters would be GREAT!! no contact from apple has been made to me what so ever!

My phone # is ###-###-#### if I don't answer please leave a contact # so I CAN return a phone call!

I am looking for some sort of compensation due to the fact we DID NOT RECEIVE WINE AND FRUIT FOR 47 PEOPLE

AND I DID THE APPLE REPRESENRTATIVES JOB THE WHOLE TIME WE WERE THERE!!

Business

Response:

Thank you for contacting Apple Vacations, we deeply regret that our valued customer **. [redacted] remains dissatisfied with the services she received from Apple Vacations. It is always our goal to please and delight 100% of our customers 100% of the time, we recognize and we regret that we did not meet our goal in this case.

To address **. [redacted] concerns, it should be noted; Apple Vacations asks that each of our guests contact our on site Apple rep personally 24 hours prior to departure to receive their transfer information. It is unfortunate that **. [redacted] felt that she had to provide this information to each of her guests, when in fact we asked each of them to contact the Apple rep on premises personally. It would be impossible for one Apple representative to track down the hundreds of guests we have in each resort every week to relay this information, therefore we do ask each guest to contact the rep. We are sorry if **. [redacted] spent any inordinate amount of time taking this task on, we certainly were never expecting her to do so.

Apple Vacations understands the resort committed to, and failed to provide complimentary fruit baskets to each of the guests attending the wedding. We were of course very sorry to hear this. However, as these baskets were complimentary, there is no monetary refund that Apple Vacations can offer to refund, only our sincerest apologies. In addition, **. [redacted] and her new husband were also entitled to complimentary return transfers to the airport. Apple Vacations has nothing on file from **. [redacted] to indicate why they did not take their assigned transfer, or why they might have opted to take a taxi costing them $100 instead. As **. [redacted] has pointed out, the Apple rep was certainly on the premises and available with the transfer information for everyone, but Apple Vacations is unaware of any reason her own transfer information would not have been provided to **. [redacted]. Therefore, Apple Vacations is unable to refund the $100 **. [redacted] is seeking.

However, As Apple Vacations is cognizant of the fact that **. [redacted] did not come back 100% satisfied, and did experience some issues, on June 13, 2013 we sent to her (2) $150 Apple Vacations travel vouchers that she and her new husband may use toward their next Apple Vacations trip as a gesture of good will. It is our hope that they will accept these travel vouchers in these spirit intended, and join us on another trip in the near future so that we may have another chance to earn back their trust.

Thank you again for contacting Apple Vacations, America's favorite vacation company!

At your service!

Senior Manager, Customer Care

Apple Vacations

7 Campus Boulevard

Newtown Square, PA 19073

P - ###-###-#### F - ###-###-####

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

They are just making excuses. Yes the fruit and wine was complimentary BECAUSE WE BOOKED 47 PEOPLE!! WE PAID FOR IT ONE WAY OR ANOTHER.. Apple vacations has failed to contact me other than sending the vouchers. The representative TOLD ME I HAD TO GO AND TELL PEOPLE ABOUT THEIR ARRANGEMENTS.. THEY DID GO TO DESK WITHIN THE 24 HOURS.. [redacted] DID NOTHING AND PHYSICALLY REMOVED MY NAME SHEET FROM MY HAND.. VERY RUDE!!! BEHAVIOR WAS UNACCEPTABLE AND THERE ARE NO EXCUSES FOR BEHAVIOR AND IF SOMEONE FROM APPLE WOULD CONTACT ME THEY WOULD FIND OUT EVERYTHING THAT WENT WRONG, INSTEAD OF HAVING THE Revdex.com BE THE MIDDLE MAN.... AGAIN, APPLE TERRIBLE CUSTOMER SERVICE!!!!! SOMEONE GOT A COMMISSION CHECK AND THAT PERSON CAN'T CALL TO APOLOGIZE?

WHERE ARE THE ONE YEAR VOUCHERS THAT WERE ALSO PROMISED?

Regards,

Review: In January I was awarded a trip from my work and they used Apple Vacations to book our hotel.

On January 20th I contacted [redacted] who works with Pleasant Vacations/Apple Vacations and I paid for an addition night stay in Mayan Rivera and the price was $320.00 which I charged on my [redacted].

When we arrived at the hotel we found that conditions were not what they said they would be. It was all Inclusive the food was not edible and there was cockroaches in the rooms and they were very dirty.

At that time I went to the Apple Vacations desk at the hotel where I told them I wanted a refund for the extra night. The extra night was for March 11th. The Apple representative said

I would be able to get a refund and that I needed to contact [redacted] because she was the one who collected my monies.

I emailed her from the hotel telling her of the raunchy conditions of the hotel and I wanted my money back and she said she would work on it.

I even booked my ticket to come home early because of the conditions Flight #[redacted] March 10th, 2013 departing at 8:30 am.

I got back to the states and [redacted] said I needed to go though [email protected]

got nothing but the run around. I tried to dispute my credit card and they were unsuccessful getting any response from Apple.

I was told I would receive a full refund and that has not been the case.

The BOOKING # with Apple is [redacted] they have all of my corresponding information (Plane ticket info & emails exchanged) I have called at least 10 times for status. [redacted].

This has gone on long enough and I would like a resolution ASAP.Desired Settlement: I want to be credited back $320.00 to my [redacted].

This company needs to be reported as a company not to do business with.

Business

Response:

Thank you for contacting Apple Vacations, we sincerely appreciate the opportunity to rectify any issues or concerns that our valued customer might have.

At the time of receiving this matter from the Revdex.com, April 10, 2013, Apple Vacations has not received any inquiries at all from [redacted]'s credit card company.

Regarding the matter of the $320 refund, Apple Vacations did receive [redacted]'s request for this refund on March 21, 2013. In response to the email she sent the Customer Care Department requesting the refund, she in turn immediatley received a reply back from us acknowledging her request, and explaining we would work toward this on her behalf, and asked for her patience. We explained she could expect to hear back from us within 21-35 business days, sooner if possible.

As of today, we are at the 14 business day mark and we are still working on obtaining the refund from the hotel for her. It is understandable that [redacted] is anxious for a resolution, and we are working as quickly as we can with our supplier in a foreign country which tends to take longer than our domestic partners.

In closing, we would like to express our regret that [redacted] did not better enjoy the very popular and well regarded [redacted] in the [redacted]. This hotel generally only gets the most favorable reviews, and is a repeat destination for many Apple Vacations customers. Apple Vacations has been in business for over 44 years now, and we believe we are America's favorite vacations company because we truly do care about our customers and treat them with the respect they deserve. We are sorry to learn that [redacted] disagrees.

Apple Vacations Customer Care Department will be in touch directly with [redacted] within the next 10-14 business days.

Thank you again for contacting Apple Vacations, America's favorite Vacations company!

At your service!

Senior Manager, Customer Care

Apple Vacations

7 Campus Boulevard

Newtown Square, PA 19073

Review: My wife and I booked a trip to Punta Cana. After finding out the resort was under construction we had to change resorts for almost $1,000 more. On top of this we were told to book under my wife's maiden name that it would be free and no problem to change since we were getting married before we went. When we tried change the name we were charged. After all the issues we decided to cancel and were told we would get $260 back (the amount we put down on the trip minus the travel insurance). [redacted] told [redacted] at [redacted] we should expect that money in 5-7 days. We never received it after 2 weeks and called again. We now were told $90 of that would be in vouchers. That does us no good. We will never book another trip with them so basically they are keeping $90 that belongs to us. We want refunded.Desired Settlement: Just a refund for the $260, not in vouchers, in cash just like we paid.

Business

Response:

Thank you for contacting Apple Vacations, we appreciate the opportunity to rectify any issues our valued customers might have.

It is unfortunate that there was any confusion regarding our cancelation policy when the 3rd party travel agent [redacted] chose called in to cancel this booking. The standard policy when "voucher back" trip protection is purchased, is for $45 per person Apple penalty to go back in the form of a voucher, and the remainder (at the point the [redacted]'s were in the booking process) to go back on their credit card.

On May 6, 2013 $170.02 was refunded to their [redacted] card ending in [redacted], and two vouchers totalling $90 were issued to them.

Yesterday, May 20, 2013, their travel agent spoke with another manager in the department, [redacted], who agreed to make an exception as a gesture ofo good will and agreed to refund the $90 to their credit card as well as soon as the vouchers are returned to Apple Vacations.

Apple Vacations is sorry the [redacted]'s will not be travelling with us this time, but do hope to see them on another trip in the near future!

Senior Manager, Customer Care

Apple Vacations

7 Campus Boulevard

Newtown Square, PA 19073

Review: My travel companion and myself paid an additional $600 for an upgrade to our room that we did not recieve apon our arrival at our resort. We contacted Apple on September 17th and were told we had to contact the resort ourselves and have them contact Apple. We called back on September 23rd and were told Apple had no record of our "issue" and no communications with the resort regarding this "issue" as well. Now Apple is claiming the resort has to be the one to grant the refund and it can take 21-35 business days just for the resort to respond. This is unacceptable for how much money we spent and the time we have already placed in resolving this matter on our own with no help from Apple.Desired Settlement: We want a prompt refund for the upgrade we paid for but did not recieve in the total of $600

Business

Response:

Thank you for contacting Apple Vacations, we appreciate the opportunity to address any and all issues our valued customers might have.

Review: We booked our honeymoon through Apple Vacations to go to the [redacted] Beach Resort, [redacted] in the Dominican Republic. Upon arrival to the resort we learned that the resort was under construction. The main pool with swim up bar was empty and under construction, along with the fountains throughout the resort. As we were walking through the hallway to our room the doors to the rooms around ours were open and visibly under construction as well. Due to the construction the hallways were very messy and dirty. Once we get to our room it looked nothing as it was advertised on the website.

The website falsely advertised this resort. There was nothing to do around the resort after 6 pm unless you were going to one of the restaurants. The pools and beaches were closed at 6pm. They advertise a 24hr snack bar, which is really only open 11-6. There were only 3 bars open during our stay. There didn’t appear to be any night life or shows going on. There was no advertising for shows. The restaurants were dirty. The food did not appear appetizing nor prepared to standards, and there wasn’t many meal selections to choose from at the restaurants.

We took our concerns to the resort and to Apple vacations immediately. On the second morning of our stay I called Apple Vacations and told them that we either needed to switch resorts or go home, that we could not stay at this resort any longer. The Apple representative then told me that I had to wait until the next morning when the Apple representative got to the resort, and in the meantime it was up to us to research what other resort we would be happy with. I asked the representative for some options because we had no clue as to what other resorts were good in the Dominican Republic. She told me she could not tell me that. My husband and I were able to get internet and found a few resorts that seemed reasonable. Since we were told we had to wait until the next morning before we could switch resorts. We tried to make the best of it, we went to dinner at one of the restaurants on the resort. The restaurant was visibly dirty and neither of us could finish our meals because they did not taste good at all. After that we went to bed because there was nothing else we could really do at the resort. The next morning at about 6am, my husband woke up sick, he had diarrhea and was throwing up. I went and ordered him some medicine from a local pharmacy but he threw it up shortly after taking it. He could not leave the room so it was up to me to meet with our Apple Representative. At this point, I was very worried about my husband and we were so upset with Apple that we decided we needed to go home. When I went down to meet with the Apple representative, he had no idea about what was going on. Apple did not inform him of our conversation the previous morning. He immediately went to work to help us get home. We were able to arrange for us to get home the next day. Shortly after returning to our room from meeting with the Apple rep, I became sick with diarrhea and throwing up as well. Neither of us left the room for the rest of the day, nor did we eat anything.

When we got back to the United States we were both seen by a doctor and diagnosed with traveler’s diarrhea and both put on antibiotics. A few days later, when we were feeling better. I starting to file a claim/complaint with Apple about everything that had happened. After continuing to fight with Apple three different times, we were able to get refunded all of our “land” expenses from [redacted]. I was happy that [redacted] took some responsibility for what had happened and agreed to refund us the money.

However, Apple is not taking any responsibility for the situation. They will not give me the time or day to listen to my concern and claim that it is my fault because I choose to go there. Apple misrepresents this resort on their website. They also claim that they did not know of the construction going on at the resort, but yet they have an Apple Representative who comes to that resort every day and has to walk right past the construction.

Apple claims that they were working hard to switch resorts for us, but yet made us stay there another night, which resulted in us getting sick.Desired Settlement: Apple needs to refund us the remainder of our expenses for this trip. Or give us a credit for a full expense paid vacation of our choosing.

Business

Response:

Thank you for contacting Apple Vacations, we appreciate the

opportunity to address and all concerns our valued customers might have.

Review: I booked my Jamaica vacation through [redacted] Vacation. When I booked it on line as an all inclusive vacation including airfare; I booked two rooms with 1 person in each room. When I submitted it after entering both credit card information (because there were two of us and we were paying separate) an error message came up stating the airfare was not available even though the online offer showed it was available. I immediately called [redacted] Vacation and the rep stated that the airfare was available and asked if I wanted her to book it for me. She confirmed the price as being the same as what I had tried to book online. (Her name was [redacted] or [redacted] not sure on the spelling)

I told her I needed two rooms with 1 person in each. She took the spelling of each name and both credit card numbers. We both paid $1,201.09 each. I received the invoice via e-mail and was told to verify the information was correct. They had my friends name spelled wrong so I contacted them the same day and they said they were not able to change it and that [redacted] would need to make the change. I received the corrected invoice with flight and hotle information the next day. When we arrived and [redacted] Jamaica they only had one room reserved for us. They asked us for our voucher from [redacted] Vacations. We never received any voucher. Maybe if I would have, I would have seen the error prior to us traveling. We arrived at 3:00pm at the hotel and numerous calls were made to [redacted] Vacation to resolve this only to be told at 6:30 or later that there was nothing that could be done until the following day because the offices close at 5:30pm. I proceeded to tell them that I needed another room and that we were not going to sleep in the same room together. They wanted to just bring us up another bed and I told them it was not acceptable and we needed another room. The [redacted] Rep. ([redacted]) told us she would try to contact the 24 hour representative on call to handle disputes. After 5 or 6 phone calls back and forth between myself and her, at 9:30pm she said she had not received a call back from them and that if I wanted another room I could pay for the extra room and we would need to resolve it the next day. Since I had no other choice I paid the $74.00 for the extra room for the night. The following day she said all the paperwork they had, showed that only one room was booked and that if we wanted the 2nd room we would have to pay an extra $553.00 for the second room for the remaining 6 nights. Again since we had no other choice, I paid the extra money. They stated the rooms cost more for single occupancy rather than double occupancy. So we arrived early enough to still enjoy the afternoon in the sun on the beach but instead spent the next 6 1/2 hours trying to resolve this issue so we had a second room to unpack my luggage. A waste of the remaining afternoon and whole evening, not a good way to start a vacation. Rather than paying the $1,201.09 each. I had to pay an extra $627.00. Had we wanted to pay this much money we would have stayed at one of the more luxerious hotels not this one. I don't hold anyone at the hotel responsible as this was not their fault. It was completely through the booking agency that the error was made, I never would have only booked one room.Desired Settlement: I want [redacted] Vacations to admit to their error and to refund me my $627.00. I do not want a voucher from them to use on future travel with them because I don't want to do any future business through them. We did not receive the first travel voucher from them and they booked us incorrectly.

Business

Response:

Thank you for contacting [redacted] Vacations, we always appreciate the opportunity to look into concerns our valued customers might have.

[redacted] Vacations would like to take the time to pull and listen to the phone calls regarding this situation. I can however explain at this time that our online website for booking vacations is only able to book one room per reserevation. This is a system limitation, and accordingly the passenger is informed that only one room can be booked. Had the number of people on the reservation exceeded the allowable number of occupants per room, the message "for multiple roo**, please contact our reservations center at ###-###-####", would have popped up to the consumer.

[redacted] Vacations has attached a screenshot of a mock reservation using the same parameters to show where the booking made would indicate "Room 1 Type: Standard (All Inclusive", as you can see, no "Room 2 Type" is listed as multiple rooms cannot be reserved on our consumer website as mentioned.

It is possible that the reservation number started online was the one **. [redacted] asked to be converted to a booking, and the reservations agent duplicated exactly what was under that booking number from our consumer website. If after our investigation the two rooms were discussed and confirmed verbally to **. [redacted], [redacted] Vacations will certainly make this right.

Thank you for allowing us the opportunity to research this further. Please expect a response within the next business week.

Review: We booked a 6 golden apple square deal package through apple vacations, and we were informed on July 19 that we would be staying at [redacted] Punta Cana. After hearing from our travel agent that we were assigned to that specific hotel, we voiced concerns about all the negative reviews about prior guest who have stayed there getting sick. Our travel agent called apple because we brought the reviews to her attention on the Apple vacations website and [redacted] website. After her correspondence all day the CEO [redacted] informed our travel agent we would not be moved to another hotel, because it just passed two inspections. We left for our vacation on July 20,2013, and arrived at our destination about 4:30pm, we went having a positive attitude about our dream vacation to [redacted] there were eight of us in our party. We ate dinner Saturday night, breakfast and lunch Sunday, and by Sunday afternoon my husbands stomach was not right. We went to dinner Sunday night and by the end of dinner my husband was going back to the room feeling terrible, me and my daughter had stomach cramps, and my friend had diarrhea. My husband got violently ill he was vomiting and had severe diarrhea, and my friend was stuck in her room with diarrhea, and me and my daughter had cramps. I called the medical facility at the resort and 28 hours after our dream vacation started I had my husband in the medical office getting checked out( we had to wait for the severe vomiting to stop to make the walk to the office). They had to give him a shot and then he had to take two prescriptions for 5 days at the cost of $175.00. My husband was then told not to drink, eat dairy, greens or anything spicy. Remember we are at an all inclusive resort which includes all drinks and food. We have the medical report from the onsite medic. She also informed us she had seen others and had gotten phone calls from other guest, but they did not want to spend the money to see her. We heard others staying at the resort how they had family and friends in the room because of being sick. I informed the Apple representatives, [redacted] and [redacted], at the hotel about my husband and the others in our group of being sick, and his solution was to squirt lime on our food and put limes in our drinks. [redacted] also insinuated my husband was so ill because he drank too much NOT TRUE. I also called my travel agent and made her aware of the situation, and said we wanted to be moved out of this terrible resort, and a total refund. My travel agent said she would keep me informed of her correspondence with Apple, I heard at 2pm Punta Cana time she was still waiting to hear from Apple. My travel agent also said the illness at the resort was brought in from a family in Maryland (per Apple), and another guest had concerns and her travel agent gave her the same story. [redacted] called our room and said they would move us to another [redacted] resort and I was apprehensive about being moved there because I knew someone who stayed there and got ill. My husband stated we wanted to go to any of the the other 6 golden apple resorts and [redacted] said it would cost us more money, because they were more expensive. When we booked our 6 golden apple square deal we were under the assumption it would be any of the 6 golden apple resorts, but now I think it is a SCAM because after checking into Apple Vacations the CEO [redacted] holds interests in [redacted], so Apple will place you in one of their 6 golden apple resorts. After [redacted]' call to us being moved I told him I wanted to talk to my travel agent, so I tried calling her but the phone lines were out. I tried for a couple of hours, but we could not call out and she could not call us.

We decided to move Monday evening about 6:30 pm because we were miserable and afraid to eat or drink anything at the resort, they moved us to [redacted], but before we left my daughter and I had a conversation with the Manger of [redacted] Punta Cana, and he said we should expect to be sick on vacation because we are in a different country. If it is to be expected, then why would anyone want to go out of the country in the first place. We have been to many different islands and Mexico and never got sick because we know the right precautions to take when traveling out of the country. I am not sure how Apple rates their resorts, but my group took and poll and would give [redacted] a rating of 2 red apples. I have stayed at other all inclusive resorts, so I know what to expect. The resort is run down, there is mold, AC did work properly in 3 of our 4 rooms and the mini bar refrigerator did not work. We did call about AC and refrigerator about 4 times and it was never resolved. We have pictures of some of the problems, i.e. mold & cracks. The bellmen just threw our luggage in a pickup truck, and handed us a map and our room keys and sent us on our way to find our rooms. While at [redacted], the bellmen put all of our bags on a luggage cart and gave a tour of the resort and showed all of us to our rooms and showed us how to work everything. These two resorts were a night and day difference. [redacted] does not care about anyone's well being. He is all about the money, we were worried about getting sick and we did Actually we are still experiencing affects from the vacation such as cramps and diarrhea. Thank You [redacted]. If we are still experiencing affects within the next couple days, our Doctor wants to see us. More doctor bills, Thanks Apple Vacations.We just had a vacation nightmare Thanks to Apple Vacations.

Sincerely,Desired Settlement: I would like a refund for my entire group of eight, plus my phone calls to the states paid for. If my travel insurance does not cover the medical cost I want reimbursement for the visit to the medic at the resort. How can you enjoy a vacation when you are ill and honestly I thought my husband was dying; it was awful.

Business

Response:

Thank you for contacting Apple Vacations, we appreciate the opportunity to address any concerns our valued passengers might have. We also appreciate this specific opportunity to clear up the confusion that neither Apple Vacations, nor it's CEO would allow our customers to change their hotels prior to departure; this could not be further from the truth.

Apple Vacations did indeed hear from the [redacted]'s travel agent the day prior to their departure our of concern regarding some rumors that there was illness at the specific resort that the [redacted] family had been assigned to through the "Square Deal" package they had purchased. A Square Deal package is where our customers pick the hotel rating, dates and country and allow Apple Vacations to pick the hotel. These packages are usually at deep discounts as it allows us to utilize last minute inventory. However, they will always be rated at least, if not better than the rating the customer chose.

When the [redacted]'s travel agent called, she was requesting the [redacted]'s be moved to another hotel at no additional charge, this is the only thing that was denied to the [redacted]'s. If the [redacted]'s had been willing to pay the difference in price between the "Square Deal" price they paid, and the normal rates at any other hotel in [redacted] where they were scheduled to go, Apple Vacations would have been more than happy to make those arrangement immediately.

At no time was Apple Vacations CEO involved in this decision, nor was he even aware of the situation. In fact, [redacted] has been retired for quite a while now, so we regret any confusion on **. [redacted]'s part, but **. [redacted] was at no time involved in this decision making process, nor was our current CEO. The same policies and procedures are applied equally and fairly to all of our customers who wish to change hotels at any time. Apple Vacations is always happy to help assist in the event that our passengers decide to change hotels, but all applicable change fee's will apply. This is in fairness to all of our customers. There were over a thousand customers who were enjoying [redacted] and not experiencing any illness at the time the [redacted]'s were insisting on being moved at no cost, when only a handful of customers seemed to be experiencing an isolated illness.

Apple Vacations deeply regrets that anyone in the [redacted] group was taken ill, but as mentioned earlier, over a thousand guests came and went that week and had no illness complaints at all. As all 5 nights, meals, amenities, etc were utilized between the 2 resorts, Apple Vacations respectfully declines the requested refund.

However, as a gesture of good will, and as an indication that we would look forward to earning back the [redacted] family's trust, Apple Vacations will be sending (via their travel agent) a $100 per person travel certificate which can be used toward their next Apple Vacations trip. Apple Vacations deeply regrets that this was not the vacations they were looking forward to, but we are pleased to hear that they found the Now [redacted] to be the resort they were looking for.

It is always Apple Vacations goal to please and delight 100% of our customers 100% of the time, we recognize and we regret that we were unable to meet that goal in the [redacted]'s case.

Sincerely,

Senior Manager, Apple Vacations

Customer Care Department

7 Campus Blvd

Newtown Square, PA 19073