Atkinson & Mullen Travel II

Review: I used Apple Vacations for my friends and family to travel to my wedding in Jamaica. 47 people (including bride and groom) attended the wedding in Jamaica. Wine, fruit basket, and private check in were promised, and NEVER received. After a few emails WHILE ON VACATION wine and fruit were promised and STILL NEVER RECEIVED!!! [redacted] Apple Vacations Rep at RIU Tropical Bay was also NO HELP!!! I (the bride) did all of her running around, so much so I rarely had a chance to enjoy the vacation. Emails have been sent, I called a man, [redacted] who is no help and wasn't friendly AT ALL!! Informed me there is no one I can speak to email only... No response received.Desired Settlement: I would first like a phone call from a supervisor from Apple, then I would like some sort of compensation, for lack of everything while on vacation.. and promise of services never received.

Business

Response:

Thank you for contacting Apple Vacations, we always appreciate the opportunity to address any issues or concerns that our valued customers might have.

It is unfortunate to hear that the hotel chosen by [redacted] failed to deliver the flowers, fruit and wine as promised. Apple Vacations will certainly make sure that any charges for these items (if any) are certainly refunded to [redacted].

Apple Vacations did receive an email from [redacted] yesterday, Thursday May 16, 2013 outlining these same concerns. Our Customer Care Department immediately acknowledged receipt of her email and advised they would have a reply back to her within 21-35 business days.

In an effort to set proper expectations, Apple Vacations will be happy to refund any charges for the flowers, fruit and or wine that was promised but not delivered; however all of the other services for the wedding were utilized and have already been paid for by Apple Vacation on behalf of [redacted] and her guest and are not negotiable.

Thank you again for bringing this issue to our attention, you can be assured that we will reply directly to [redacted] within the aforementioned time frame.

Senior Manager, Customer Care Apple Vacations

Review: Booking #[redacted]

To Whom at May concern:

Dear Sir/Madam

I purchased my package from [redacted] Vacations for $2700.00 for one week for a famile of 4 people.

I would like to report that my family did not stay at hotel we originally purchased.

After arriving to [redacted] on 02/12/2014 we were told that hotel overbooked and there are no rooms available.

They offered to move us to [redacted], but we insisted on staying in [redacted]. Then they move us to [redacted]. The problem was that we bought Privileged Superior room in [redacted] and [redacted] did not have that. We stayed in regular room and did not received Privileged service, plus we had to pay for WiFi and in-room safe, all of those were included in our package in [redacted].

I called and send e-mail to [redacted] Vacation on 02/21/2014, no response so farDesired Settlement: We are seeking for reimbursement of all those inconnvinses that spoiled my family vacation. I believe the difference beetween standard room and Superior like $30.00 per person, so I'm looking for a refund $700.00

Thank You

Business

Response:

To the Revdex.com,

Thank you for contacting [redacted] Vacations, we appreciate the opportunity to address any and all concerns our valued customers might have.

[redacted] Vacations was very sorry to learn that the [redacted] family was not accomodated at their original hotel as they should have been. [redacted] 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.

Review: We bought a vacation package through Apple Vacations. The airport we were supposed to fly into was canceled due to a tropical storm ([redacted] Dominican Republic). We couldn't re-schedule. We bought travel insurance from a different company but in order to file the claim we need 5 pieces of information from Apple Vacations and they won't give us this OR tell us if we can get our money back.Desired Settlement: Give us our money back.

Business

Response:

Thank you for contacting Apple Vacations and allowing us the opportunity to respond to our valued customers concerns. Apple Vacations deeply regrets that the original flight **. and [redacted]. [redacted] were originally scheduled to depart on was postponed for 24 hours due to a tropical storm, thus making it unsafe to fly.

Apple Vacations recognizes that the [redacted] were only on a 4 night vacation and did not want to make a lengthy trip for only 3 nights. Therefore, we have since refunded **. & [redacted] in full. A refund of $2927.98 was refunded to their [redacted] (used to pay for the trip) on July 25, 2013. This credit should appear on their on-line credit card statement within 7-10 business days.

Thank you again for contacting Apple Vacations, we regret any frustrations or inconveniences this may have caused the [redacted], and hope when they are ready to travel again they will look to Apple Vacations.

Review: I purchased a group vacation with two other people to [redacted] from 5/30/13 to 6/6/13 through Apple Vacations Consumer Group, [redacted] for $1,145.64. I called Apple Vacations on 4/29/13 at 2:44 pm to cancel my trip. According to their Fair Trade Contract: Cancellations 44-31 days will be subject to a $125 per person penalty and outside of 45 days there is a $45 per person penalty. For land only and scheduled air packages the cancellation penalty is a $45 Apple Fee plus applicable hotel and airline penalties. I was told on 4/29/13 by the customer service representative that canceled my reservation that I was lucky that I called to cancel because today was the last day that I could cancel and receive 100% of my purchase minus the $125 penalty. He told me that it would take 3 business days to process my refund. On 5/1/13, received an email stating that $324.99 was refunded to my credit card and that the rest of my money was applied to the other traveler's account. As of 5/1/13, this situation has not been resolved. I spent two hours on the phone with two different customer service reps ([redacted]) and one Supervisor [redacted]on 5/1/13.Desired Settlement: Refund the amount the Apple Vacation Customer Representative stated that was due to me on 4/29/13 @ 2:44 p.m. $1,020.64

Business

Response:

Thank you for contacting Apple Vacations, we appreciate the opportunity to address any issues our current, future or past customers might have. Our hotel suppliers charge based on the number of occupants per room. The more occupants per room, the less the rate per person. Therefore, it would stand to reason that two people in a room (a double) would cost less than one person in a room (a single). [redacted] did correctly reiterate the cancel policy information found in our 'Fair Trade Contract' in his complaint, however, just below what he read was the following, (still within our 'Fair Trade Contract'):

"If the number of individuals occupying a room changes due to an amendment or cancellation, the remaining travelers will be responsible for any additional costs incurred as a result of a change in the per person occupancy rate".

Fortunately, Apple Vacations was able to work with this reservation, and I am happy to report that as of this morning, Thursday May 2, 2013 a total of $1024.64 has been refunded to [redacted] credit card on file.

Thank you again for contacting Apple Vacations, we do hope this resolution amicably settles [redacted] concerns.

Senior Manager, Customer Care

Apple Vacations

7 Campus Boulevard

Newtown Square, PA 19073

Review: I am writing to express my dissatisfaction with Apple Vacations 5 Square deal to Punta Cana and to also advise of potential bait and switch operation. I purchased a 5 square apple deal for trip traveling from 4/17-4/22. We were placed at the [redacted].

The [redacted] is not a 5 apple hotel and you can see this by the many comments both on [redacted] and on the Apple Vacations’ comment section. If you take the last 50 reviews on [redacted] (the industry benchmark for hotel ratings) the average review was a 3.1 with more than 40% of the reviews rated then 3 stars or less. Many of the complaints were specifically stating that this was not a 5 Apple resort. The reviews on the apple vacation site were also low and the overall rating is less than 4 Apples. I would also like to point out that Apple vacations states that when a review is entered in on the questionnaire, which I received and completed, it will be posted as a review on their site, but they are moderating the reviews and not posting all reviews skewing the overall score. On 5/14 I went to look at the reviews for this hotel and they have now been hidden, however, no other hotel has hidden reviews.

Once we determined that this was not a 5 Apple Hotel as promised we simply requested to be placed in any other 5 apple hotel of Apple Vacations choosing. This should have been a very simple matter and would not have been outside the terms of the vacation. However Apple refused to do this. The only option offered our group was to pay an additional $450 per person to move to another resort. This equaled almost 50% of the original trip. This really felt like a bait and switch operation. The Apple rep recommended that we check with the hotel to see if they would move us and they offered the same 5 apple hotel that Apple Vacations was offering for $450 per person for only $150 per person. Given no other option we accepted the fee. By the way, the Hotel we moved to was also listed as a 5 apple hotel. The apple rep advised us to contact Apple vacations when we got back to correct the problem.

I called Apple vacations on April 24th and sent an email per their request on April 25th. I did not receive a response so I called back on May 4th to get an update and was told that it could take up to 5 weeks to get a response. This is excessive and I asked if I could speak with a manager and was told I could not and can only communicate via email. I did receive a letter offering me discount certificates toward future trips. I called on 5/9 and explained that I was not satisfied with this response and wanted a refund of the $450 I spent. I was told that I would have to email my disagreement and they would review the case. I called back on 5/14 and was told that they are still reviewing and I would have to wait up to another 5 weeks for a response. I again asked to speak with a Customer Service Manager and was told I could not do so and would have to wait.

I feel that Apple is misrepresenting their hotel ratings and is possibly participating in a bait and switch operation with the Riu hotel brand. The hotel is part of a complex and this is by far the worst hotel in the complex. The staff is rude and the amenities nonexistent. Then the apple rep recommends we ask the hotel for an upgrade. This seemed well planned and many of the other traveling with us upgraded too. The line at the hotel we moved to was filled with people from [redacted]. This is a classic bait and switch. We have no other option but to pay the increase. In the end I paid the additional $450 in fees under duress and should be refunded for the increase in costs. Apple vacations needs to hold to its guarantee of placement at a 5 Apple hotel and provide the refund.Desired Settlement: I would like a refund of the additional $450 that I had to pay to stay at a 5 apple resort.

Business

Response:

Thank you for contacting Apple Vacations, we appreciate the opportunity to address any issues our customers might have. Further, we regret to hear that [redacted] was dissatisfied with his 5 Apple Square Deal to Punta Cana, and remains dissatisfied with the compensation offered upon his return of $100 per person Apple Vacation travel vouchers that can be applied to his next Apple Vacations trip.

[redacted] and his two traveling companions purchased an Apple Vacations "Square Deal" trip for a 5 night/6 day trip from [redacted] to Punta Cana, Dominican Republic. A "Square Deal" is where our customers pick the country and dates of the trip they wish to go on, and allow Apple Vacations to pick the hotel for them. These are generally last minute trips whereby Apple Vacations can utilize excess inventory and generally offer drastic savings to our customers. This trip included airfare, taxes, round trip transfers, all meals, all drinks (both alcoholic and non), tips and use of the hotel facilities.

Apple Vacations regrets that [redacted] does not agree with the 5 Apple rating for the hotel he was placed in. Apple Vacations can assure the Revdex.com that no comments we received from any of the electronic questionnaires we sent out are monitored or censored before being posted, other than for inappropriate language. [redacted]'s review is not online because he booked a "Square Deal", and did not choose a specific hotel up-front. The way these reservations are booked in our reservations system is under a "Square Deal", not by a specific hotel. Therefore [redacted]'s comments have no "home" so to speak. This is a technical issue that we are aware of and are trying to implement a fix for.

Apple Vacations is always happy to help our customers choose a different hotel if the one they originally chose, or had selected for them in this case, does not fit their needs. We do make it very clear in our catalogs and on our website though that any additional costs will be up to the customers. Each hotel, regardless if the same Apple rating will have fluctuating costs, as costs do vary by day. Someone who booked back in February for instance (like [redacted] and his party) will get a much more favorable rate than someone who booked the same day they wanted a hotel room for. Same day travelers are subject to "rack rates". Rack rates are sometimes double, even triple of what "advance" rates are, and Apple Vacations has no control over this.

In the case of [redacted]'s party, their base rate, per person (prior to air and taxes) was only $147.51 per person for each [redacted] and his roommate/companion [redacted], and $298.51 for [redacted], the third member of their party as she had her own room. Considering the excellent deal therefore on the land portion of the Square Deal, being charged an additional amount to move to any other hotel should be quite expected. To not have to pay any additional money would be essentially asking an entirely different resort to take on customers for free. These hotels are all owned by various individual chains and hoteliers, Apple Vacations owns none of them. There is nothing we can do after paying [redacted]'s original hotel of choice, to convince a different one they should expect no payment for services rendered.

In reference to the amount of time it takes to respond to our customers concerns, I would like to give our official guidelines. [redacted] received this same information when he first contacted Apple Vacations by emailing his complaint to us;

Apple Vacations asks for 21-35 business days to bring to resolution the concerns you bring to us. This is because we are reaching out to suppliers in foreign countries, and this can take extra time. The majority of our suppliers have 2 weeks by contract to respond to our inquiries, if you add a week of processing (or so) on to each the front end and back end of the two weeks the hotel is looking in to the concerns, you can see where the 21-35 days comes from. We hope this better explains the 21-35 day time frame.

As mentioned earlier, prior to air and taxes, [redacted] and [redacted] each paid $147.51 for the land portion of their 5 night all-inclusive (all meals, drinks, tips and transfers) trip. [redacted] paid $298.51. As a gesture of good will, Apple Vacations has already issued each of them a $100 vacation voucher they can apply toward their next trip with us, essentially meaning that the land portion on this original trip was $99 for each [redacted] and [redacted], and $198.51 for [redacted]. With all due respect, Apple Vacations respectfully declines the refund of $450 which [redacted] and his party are seeking.

Thank you again for bringing these concerns to our attention.

Senior Manager, Customer Care

Apple Vacations

7 Campus Boulevard

Newtown Square, PA 19073

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: Apple Vacations was not honest in their response. They did not reduce the cost of my trip as stated they offered me a deduction in a future trip that may or may not be used. Proof of their deceptive practices was also admitted when they stated that their rating system does not post all reviews. They have just taken down the review section specifically for the [redacted] which is the hotel in dispute. All other review pages are working for all other hotels in the Dominican Republic. This review section has now been down for more than 2 days.

Lastly they did not answer the main complaint that they did not honor their guarantee to provide a 5 apple hotel. I don't think they understand the crux of my problem. I have traveled

with Apple for many years and understand the rating system well. I have

taken trips to other 4, 5 and 6 apple resorts in Both Cancun and the

Dominican Republic and the [redacted] is by far the worst hotel of any I have attended I

was guaranteed a vacation at a 5 apple resort and this was not provided

so the change to another 5 apple of their choosing would be an

understandable request as it would simply be Apple honoring the

guarantee I paid for. It is

clear looking at the comments in both Apple reviews and in Trip Advisor

reviews that this hotel is not a 5 apple hotel.

I also am questioning the ethics of Apple, when they wanted to charge

me $450 per person to move to the same hotel that I in the end had to

pay $150 per person. This would amount to a surcharge or profit of 200%

Also the hotel I moved to was rated 5 Apples so I did not upgrade.

Bottom line is I was guaranteed a 5 apple resort and one was not

provided. Apple needs to stand by its guarantees and refund the $450.

Regards,

I am attaching a screen shot of the non working review section captured today 5/15

Business

Response:

Apple Vacations regrets that [redacted] remains dissatisfied. Please rest assured that the original hotel he was placed in is absolutley rated a 5 Apple hotel. This information can be verified on our website or in our catalog.

It is our hope that he and his companions will accept the $300 in future travel certificates, in the spirit intended and join us on another trip in the near future!

Senior Manager, Customer Care

Apple Vacations

7 Campus Boulevard

Newtown Square, PA 19073

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:

What is being lost in this is that We had no intention of paying to move after arriving at the [redacted] and found that this was fraudulently listed as a 5 Apple hotel. Previous emails describe the reasoning for our and many others disagreement with the Apple rating so I won't go into them again. We immediately spoke with our apple rep at the [redacted] and provided Apple vacations multiple opportunities to move us to any other 5 apple hotel of their choosing. We did not define what hotel or make any restrictions. Apple Refused to do so. This was after having the rep call to Apple HQ multiple times. His answer to us was "once you're here you're stuck". We also did not know about moving to another [redacted] on the complex. This option was suggested to us by the Apple Vacations representative. He suggested we pay for the move and then contact our travel agent, when back in the states to correct the problem. We followed his suggestion and paid the $450 and moved to the next hotel. Again we would not have had to do this if Apple Vacations had honored their guarantee initially and corrected the error and moved us to a hotel of their choosing. And we would not have paid to move except the Apple Vacations rep suggested the move and reimbursement. So only through Apple Vacations refusal to honor their contract and through their Apple Vacations representative's suggestion did we pay the $450 with the expectation of reimbursement. Since we purchased the trip directly through Apple Vacations they were in effect our defacto travel agent and we contacted them as directed. I expected Apple Vacations to honor their commitment to providing what they advertise and what their representatives committed to. Yet all Apple Vacations and [redacted] continue to do is deflect the issue and allow what could be construed as fraudulent and misleading advertising or possibly a bait and switch operation. So while Apple Vacations did not profit specifically from the $450 we spent they were the cause of the expense and should gladly offer the refund with an apology.

Regards,

Review: A week's vacation at a all-inclusive resort in Cozumel Mexico for a group of 14 people was purchased thru a travel agent for

[redacted] Vacations. This was rated as a 5 golden [redacted] resort ([redacted] rating- meaning top of the line everything). The resort had

according to the agreement that we purchased this trip under, and have paperwork showing. 5 restaurants, and 3 pools, clean

and comfortable rooms. Very good food at these restuarants. We paid the price of $1176.14- of course [redacted] set the price.

This price did include air fare. WHEN we arrived at the 5 golden [redacted] resort. we had nothing as promised. The rooms were not in a clean, comfortable condition and the food was very bad, we had the same meals all week long- just a different name to the same dishes. The service was bad, we also did not have as advertised 5 restuarants, we had 4- the other restaurant was apparantly sold and not available to us, we had 2 pools not 3, again I guess that went with the restaurant. We have talked with [redacted], and been credited for 1 night stay for each room. ($103.00) per person. Plus a 50.00 voucher.

I feel we have still overpaid- from what was promised- and would like to have another $100.00 credit per person. NO VOUCHER That way we will have paid what the trip was worth. The advertising of a 5 golden [redacted] resort is erroneous and just a lie.

this group has taken 4 trips with [redacted], so we do know the rating of [redacted] and expected much more then we got.Desired Settlement: $100.00 per person credited back to our credit cards. When I tried to work with [redacted], I asked for a additional voucher, but,

I am sure our business with [redacted] is done.

Business

Response:

Thnank you for contacting [redacted] Vacations, we certainly appreciate the opportunity to address any and all complaints our valued customers might have.

As an additional gesture of good will, [redacted] Vacations will be refunding each of the members in [redacted]'s party $100 to their credit card.

Thank you for allowing us the opportunity to try to earn back this party's faith and trust in [redacted] Vacations.

Consumer

Response:

[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.]

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,

Review: I sent the following to Apple Vacations General manager on Mar, 24th 2014...

Dear **. [redacted],

I am writing to express my disappointment and utter frustration with the VERY unprofessional handling of my recent trip booked with Apple Vacations. Your team’s inefficiency led to my wasting a great deal of time and caused stress and aggravation which began upon arrival at the airport and continued to cloud the entire trip.

I was booked, confirmed and PAID IN FULL as the provided (upon request) Itinerary? showed on flight #1 to Cancun on [redacted] on Mar, 11th2014 with a confirmed return flight on Mar, 16th 2014. On the 11th, we arrived at the airport at 6:30 am (for a flight scheduled to leave at 8:50)---only to have the [redacted] check in representative tell me “you do not have reservation.” After an hour with 2 [redacted] reps, a supervisor and a manager checking, it was revealed although Apple Vacations did receive payment at 13:15 the previous day; Apple Vacations cancelled the booking at 16:00 of the same day for no apparent reason.

The supervisor at the [redacted] desk tried to contact the local Apple Vacations rep –without success as your rep was not at the airport (although by this time it was approximately 8:00AM). They next tried calling a ([redacted]) with your offices and after another 15 minutes it was finally confirmed that Apple Vacations DID receive my payment but not send it to or notified [redacted] of it. The [redacted] reps managed to get me a seat on the flight out. However, they told me there were no seats available on my return flight on the March 16th 2014 and that I have no seat reservation. They suggested I take the outbound flight and that they would work on the return to ensure confirmation by the time I arrived in Cancun.

My family and I were rushed to catch the flight after an hour and half of aggravation. By this time my stress level and blood pressure were over the top due to Apple Vacations irresponsible and unprofessional handling of this reservation.

But, the saga did not end there, upon reaching the hotel in Cancun we found out that Apple Vacations had struck AGAIN! The hotel had not received my reservation and we AGAIN were unable to find the Apple Vacation rep on site-- and AGAIN, my family and I had to endure another stress-filled hour and a half ---and I had to sign an open Credit Card voucher to get checked in, on the hope that upon locating her, your local rep would be able to sort this out.

Next morning we met the Apple Vacations Rep, [redacted] who was quick to tell me that Apple Tours had received no payment for the hotel and I needed to pay for that and that I could sort out the issue with the credit card company upon return to the States. I did pay $965.00 to your Cancun rep on 3.12.2014 morning just to expedite matters (as to whether I have paid twice for the hotel has yet to be determined). I asked about the return flight confirmation and after a few phone calls she assured me “IT WILL BE OK” and to check with her later. Another hour or so of my vacation wasted.

We continued to check with [redacted] over the next couple of days and requested hard copy proof of the so called confirmed reservation in my full name as there were other [redacted] family members. On 3.14.2014 after [redacted] had spoken to the Apple Vacations rep requesting an email confirmation sent to me, I was told that I did not pay for the transport. I reminded [redacted] that we had already shown her the transport vouchers that had been issued by your company and she had signed. When she requested that I show these to her again – as if she did not believe me-- I could not tolerate this ridiculous ineptitude anymore and I stormed away.

That afternoon I received this email from Apple Vacations “Dear **. [redacted], We send this confirmation for your Fly on Sunday 16. Have Nice Day”. What is that? No flight number, no time, not showing my full name. How professional!

Your Cancun office/rep although received payment on 3.12.2014 morning, they still failed to notify the hotel so as to return my open signed Credit Card voucher to me. At this day and age it takes your people more than 4 days for a simple online transaction! On the 15th afternoon when the hotel clerk still had not received a payment confirmation but he appreciated my situation and did return the voucher to me as I was leaving next morning.

To exacerbate matters even more, my son and my brother in law were bitten by “bed bugs” and still have impressions on their hands from them, and I had a rash on both legs and feet from the hotel accommodation.

I am still reeling from the inefficiency and rude treatment I experienced through this introduction to Apple Vacations. Although there is nothing you can say at this point that will improve my impression of your company and personnel, I am requesting receipt of a response within no more than 7 days—before I escalate this to the Internet, the media, the Revdex.com and the FTC warning people to avoid Apple Vacations at all cost.

On Apr, 15th 2014, I received this response from their "Senior Manager, customer care"...

Dear **. [redacted]by,

Thank you for reaching out to **. [redacted] of Apple Vacations, he has asked that I respond to you on his behalf. It is of course always the goal of Apple Vacations 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 your case.

In reviewing your reservation, we do see where the problem arose, we have identified the issue, and are taking steps to prevent it from happening again. Your reservation for your air was made on March 10, 2014 at approximately 1 PM, for travel less than 24 hours later. Unfortunately, as we have to send the manifest to the airline no less than 24 hours in advance, your name was not on the manifest yet. An Apple representative should have made a special alert that you were being added after the manifest cut-off, but did not, for that we truly apologize.

Regarding the hotel, and lack of a room reservation, unfortunately there was no reservation for you with Apple Vacations. It does look like from the reservations system that your travel agent did call late on 3/10, however this call was not received until after the hotels reservation center was closed for the day. Your agent called back the following day to see about confirming the reservation, and it was explained to them that any additions to existing hotel rooms have to be handled in resort, Apple Vacations is unable to add any rooms to a reservation at this late date. This would have to be done once in resort by the customer himself, with the hotel.

We were happy to learn that you were able to be added to the existing room once you arrived at the resort, and trust the rest of your trip was uneventful.

Thank you again for contacting Apple Vacations and allowing us the opportunity to address your concerns.

--------------------------------------------------------------------------------...⇄ />
outrageous and a completely incorrect response (goes in line with the rest of their service or lack of it). the issue of my booking at 1:00 O'clock the day before travel is not an accepted excuse as we are in the 21st century and not the 19th, in addition [redacted] did confirm having the reservation at 1:15 PM and that Apple vacations DID NOT send them the money. The other response of my travel agent not booking the hotel is again not true as I have a printout from Apple vacations confirming flight and hotel details.Desired Settlement: Apple vacations or whatever name they use to practice business fell short of delivering on their promise, I would like at least a 25% refund of the total paid to them of $1,616.00 ($404.00 refunded to my credit card)

Business

Response:

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

Review: On Sunday, Jan 19th I spent many hours searching and researching a vacation destination for my family for this upcoming summer, I finally decided to book with Apple Vacations with our destination being [redacted]. What I was lead to believe I was booking turned out to be grossly misrepresented on you website. (please see the attached photo) I booked and paid in full for an "ALL INCLUSIVE" package to [redacted] Beach, I can't tell you how thrilled my family was after learning of our upcoming vacation.

On Monday, Jan 20th I received a phone call from one of your representatives who was calling to make sure that I was aware that the so called "ALL INCLUSIVE" trip I booked the day before did not include a meal package. I'm sure you can imagine my surprise and disappointment with this news, afterall the term All Inclusive in the travel industry means that meal plan is indeed included. If that's not bad enough what comes next is even worse than this news.

I understand that mistakes are made from time to time by individuals as well as companies. However, It's how we choose to handle our mistakes and errors that make us who and what we are as an individual and also for our companies. So after your representative went online to confirm that I was indeed mislead by what is clearly advertised on your web as being an "ALL INCLUSIVE" package that I purchased my next question to her was "how is Apple Vacations going to make this right?"

I was on the phone for more than an hour trying to save my vacation. In the end your supervisor offered me a refund without cancellation penalties. Really! cancellation penalties?? I was lead to believe that I purchased an "ALL INCLUSIVE" vacation which clearly was not and your representative is talking cancellation penalties. At this point I am highly upset, I see I am getting nowhere with your representatives so of course I say refund my monies.

Now I have to go to my family and let them know that our vacation has been cancelled due to no fault of ours but Apple Vacations had no solutions for us other than to refund our monies without cancellation penalty.Desired Settlement: I feel that some sort of travel credit should be offered

Business

Response:

Thank you for contacting Apple Vacations, we always appreciate the opportunity to address and comments or concerns our customers have.

Review: I booked a vacation with Apple vacations to go to Mexico. I have been traviling to Mexico apx. every 6 months or so for the last 14 years. I have never had the experience that I had when using Apple Vacations. Not only did the bad service start at the time of receaving my first confirmation on booking this awful vacation, but it continued thru out the entire trip. I am very similar with vacationing to Mexico and have done it many times thru Apple Vacations and I will let you know that I can speek for myself as well as the other 3 people that traveled with me on this vacation, I will NOT be returning back as a client to Apple unless we receive a 100 % refund from our unacceptable trip experience. I have a very large written reoprt from start to finish with my experience of this trip and I would like to scan all of the documents to you if you can please provide me with a proper email address I can get to you everything you will need inorder to fight my case.Desired Settlement: 100 % Money back

Business

Response:

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;

[email protected]

Thank you, and we look forward to hearing from you.

Review: While at my son's wedding at the [redacted] in [redacted], Jamicia, on the baloncy above the resturant 2:00 A.M. [redacted] was bitten on his toes by a rat. I have the Dr. and nurses reports and the pictures of the blood all over the balcony. It was an hour before someone even came to the room then they told us we had to pay $275 before a Dr. would come. [redacted] is diabetic and needed a Dr. and antibotics immediately. No Mgr. ever come to help. Finally after we paid the money a Dr. came to confirm it was a rat bite. The U.S.EMBASSY TO JAMICIA suggested I call a lawyer since they said this is a saftey issue. All Apple Vacations said was the [redacted] gave me my original $366 and a three night stay. This has been going on for a year, I have asked a lawyer, they suggested I do not sign the offer, it is ridiculous. Please someone help me resolve this issue. [redacted] and [redacted]Desired Settlement: The trip was only $2100 , I'am not asking to sue anyone I just wanted my money that we put out for the trip and the medical. The medical was $366 . I guarantee a lawyer will ask for much more that that. I was trying to contact the owner of APPLE VACATIONS but it is impossible. [redacted] never even answers her phone its always an email. So I tried to go above her but can't. I hope you can get them.

Business

Response:

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

Review: My wife and I booked a vacation at [redacted], confirmation number [redacted]. We arrived at the airport and saw on the Departure screen that flight [redacted] was scheduled to be leaving at 9:30AM (I have photos of the Departure screen that I can upload). Our itinerary had the flight scheduled for 7:35AM, so with the new information we believed we had hours until our flight needed to be boarded. Later, we arrived at [redacted] Airlines baggage check in at 6:35AM. The woman working behind the counter told us the flight was leaving at 7:35AM and that our bags could not be put on the plane. She stated that we need to be there over 2 1/2 hours before departure time, which is NOT indicated on the itinerary or confirmation email (both I which I can upload as well). She instructed us to wait for a representative from the airline to come talk to us. Over a half an hour later a representative showed up and told us we couldn't get on the plane and that we would have to but tickets from [redacted] Airlines to complete our trip. I contacted [redacted]s customer service and the never return phone calls or emails.

No service has been provided and my wife and I are out $1476 for our vacation.Desired Settlement: I would prefer a full refund, but we are willing to negotiate for vouchers or anything Apple would be willing to do to correct their error.

Business

Response:

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

In this situation, our records indicate, that unfortunately [redacted] arrived at the [redacted] airport only 30 minutes prior to original departure time of their flight which was 7:35 AM. This was always the stated departure time for the flight and every other passenger was checked in and at the gate in time to board for take off. This flight left as scheduled.

The Apple Vacations documents issued to all of our customers are a wealth of information, and it is always our hope that upon receipt our customers take a few moments to read through all of the helpful information we give them to ensure a wonderful trip from start to finish. One of the first things we state in these documents is;

"WE RECOMMEND THAT YOU CHECK IN TWO HOURS PRIOR TO DEPARTURE (UNDER NO CIRCUMSTANCES SHOULD YOU CHECK-IN LESS THAN ONE HOUR PRIOR TO DEPARTURE). LATE CHECK-IN MAY RESULT IN YOU NOT BEING ALLOWED TO TRAVEL."

One of the reason this is so important is because in this day and age of heightened security, there can be no predicting how long it will take to get through the security lines and Apple Vacations can not take responsibility for that. In addition, of course all "Checked In" baggage must be scanned prior to being put on the plane, that is why typically the check-in for any flight will stop one hour prior to departure.

In the [redacted]'s case, the ticket counter attendants actually offered [redacted]. [redacted] the option of making the flight if they were willing to condense their belongings and forgo checking any bags and take carry on only. [redacted]. [redacted] declined this offer and opted not to travel instead.

It should be noted that [redacted] were made aware of the option to find an alternate flight down to Mexico on any other carrier and start their vacation as soon as possible, utilizing their Apple Vacations hotel, transfer and return flight. They were made aware that to not do so would be forfeiting 100% of their trip costs with no refund. It is unfortunate that they still chose not to travel.

It should also be noted that [redacted]. [redacted] did contact their credit card company and disputed the charges for this trip and that the credit card company found in Apple Vacations favor.

Apple Vacations truly regrets that we are not in a position to credit [redacted]. [redacted] for the trip they did not take. However, Apple Vacations had already paid the airline and the hotel in advance, prior to the departure date and no longer has that money available to refund.

Senior Manager, Customer Care

Apple Vacations

7 Campus Boulevard

Newtown Square, PA 19073

Review: Booking #[redacted]

To Whom at May concern:

Dear Sir/Madam

I would like to report that my family did not stay at hotel we originally purchased with privilege room and service.

After arriving to [redacted] Dominicans we were told that hotel overbooked and there are no rooms available(even thou I called apple vacation 1 day before and check my hotel was %100 confirmed). They offered to move us to [redacted]. The problem was that we bought Privileged Superior room in [redacted] and [redacted] did not have those rooms and service. Plus when we transferred to [redacted] they was overbooked too so we received the room very late and should pay Extra becouse the only available left pan-house, not sure why it called pan-hose it was only one room but few extra large balcony and kitchen why do I need kitchen in all inclusive anyway I paid for that an extra $220 dollars, plus I have to pay extra $60 for the internet which in [redacted] free, all of those were included in our package in [redacted].

We are seeking for reimbursement of all those incontinence that spoiled my family vacation $220 for poor update +$60 WiFi and +$30($90a day) per person for Privileged Superior service which I never received.

Please help me to resolve this issues.Desired Settlement: looking for reimbursement which spoiled my vacation which cast me extra $700 .

Business

Response:

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 themselves. This is certainly not indicative of the service we expect for our customers. Apple Vacations reached out to the hotel in question, and they have agreed to extend a 3 night complimentary hotel stay (including all meals, drinks, tips) for our valued customers the [redacted] family. This return stay, for 3 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 airfare. However, as a getsure of good will, and in an attempt to re-earn their trust, Apple Vacations will be sending a $100 Apple Vacations travel certificate to each **. & [redacted]. [redacted], and Master [redacted]. 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 [redacted] family's concern.