Bear Mountain Guest Ranch

[redacted] *** [redacted] Dear [redacted] : This is in response to complaint ID [redacted] that was forwarded by the Revdex.com to [redacted] ***, Vice President of Direct Line Cruises, Inc On May **, [redacted] booked two cruises with Direct Line Cruises; Jewel of the Seas and Jewel of the SeasBoth reservations included prepaid gratuities On March *, [redacted] called Direct Line Cruises to remove the prepaid gratuities on both of his reservationsWe then called Royal Caribbean to have them removed and Royal Caribbean initiated the process of refunding [redacted] ’s credit card On March **, [redacted] called Direct Line Cruises to say his credit card was refunded for the gratuities from the reservation but not the We called Royal Caribbean to check on the status of the missing refundRoyal Caribbean said that the client had made a change in a corresponding air reservation resulting in money being transferred from one reservation to another This somehow caused the refund request to be canceledRoyal Caribbean once again set up the refund On March **, [redacted] called Direct Line Cruises to follow up on his refund We called the cruise line and the Royal Caribbean agent told us that they see the refund was initiated but could not give us a status because of the money associated with the airfare transfer was still in the process of being moved from one cruise to the other On March 16, Direct Line Cruises called Royal Caribbean to follow up on the refund It was pending On March **, [redacted] called Direct Line Cruises to follow up on his refund Direct Line Cruises spoke with the resolutions department at Royal Caribbean We were told the refund was completed and the client’s credit card would be credited in 3-days On March **, Direct Line Cruises followed up again on [redacted] ’s refund and we were told it was processed and would post to the client’s credit card shortlyWe told them that on [redacted] we were assured it would post in 3-days They could not explain the delay and this time said it would take 8-days On April *, we received an email from Royal Caribbean that the refund was rejected due to insufficient funds on the reservation (due to the money not transferring from the air reservation that was modified) On April *, Direct Line Cruises spoke to Royal Caribbean again and reviewed all the monies on the reservation Royal Caribbean stated that a refund of $and $was set up On April *, Kayla from Royal Caribbean Resolutions Department spoke with [redacted] assuring him that Direct Line Cruises had been actively following up on the status of his refund and telling him it would post shortly On April *, and April **, Direct Line Cruises called Royal Caribbean to be sure the refund was being properly processed On April **, Direct Line Cruises spoke with [redacted] and he confirmed his refund had posted on his credit card statement In conclusion, the above timeline shows that Direct Line Cruises had consistently and repeatedly followed up with Royal Caribbean in regard to [redacted] ’s refund of his prepaid gratuitiesIf you have any questions or need additional information, please e-mail me ( [redacted] ) or phone me at ###-###-#### Regards, Andrea T [redacted]

Revdex.com:
Finally someone was able to assist me after many calls,  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 the matter has been resolved..
Sincerely,
[redacted]...

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  Dear [redacted]: This is in response to complaint ID [redacted] that was forwarded by the Revdex.com to [redacted], Vice President of Direct Line Cruises, Inc.      On...

May **, 2015 [redacted] booked two cruises with Direct Line Cruises; 4/**/16 Jewel of the Seas and 5/**/16 Jewel of the Seas. Both reservations included prepaid gratuities.   On March *, 2016 [redacted] called Direct Line Cruises to remove the prepaid gratuities on both of his reservations. We then called Royal Caribbean to have them removed and Royal Caribbean initiated the process of refunding [redacted]’s credit card.      On March **, 2016 [redacted] called Direct Line Cruises to say his credit card was refunded for the gratuities from the 4/**/16 reservation but not the 5/**/16.  We called Royal Caribbean to check on the status of the missing refund. Royal Caribbean said that the client had made a change in a corresponding air reservation resulting in money being transferred from one reservation to another.  This somehow caused the refund request to be canceled. Royal Caribbean once again set up the refund.   On March **, 2016 [redacted] called Direct Line Cruises to follow up on his refund.  We called the cruise line and the Royal Caribbean agent told us that they see the refund was initiated but could not give us a status because of the money associated with the airfare transfer was still in the process of being moved from one cruise to the other.   On March 16, 2016 Direct Line Cruises called Royal Caribbean to follow up on the refund.  It was pending.   On March **, 2016 [redacted] called Direct Line Cruises to follow up on his refund.  Direct Line Cruises spoke with the resolutions department at Royal Caribbean.  We were told the refund was completed and the client’s credit card would be credited in 3-5 days.   On March **, 2016 Direct Line Cruises followed up again on [redacted]’s refund and we were told it was processed and would post to the client’s credit card shortly. We told them that on [redacted] we were assured it would post in 3-5 days.  They could not explain the delay and this time said it would take 8-10 days.   On April *, 2016 we received an email from Royal Caribbean that the refund was rejected due to insufficient funds on the reservation (due to the money not transferring from the air reservation that was modified).   On April *, 2016 Direct Line Cruises spoke to Royal Caribbean again and reviewed all the monies on the reservation.  Royal Caribbean stated that a refund of $250 and $309 was set up.   On April *, 2016 Kayla from Royal Caribbean Resolutions Department spoke with [redacted] assuring him that Direct Line Cruises had been actively following up on the status of his refund and telling him it would post shortly.   On April *, 2016 and April **, 2016 Direct Line Cruises called Royal Caribbean to be sure the refund was being properly processed.   On April **, 2015 Direct Line Cruises spoke with [redacted] and he confirmed his refund had posted on his credit card statement.   In conclusion, the above timeline shows that Direct Line Cruises had consistently and repeatedly followed up with Royal Caribbean in regard to [redacted]’s refund of his prepaid gratuities. If you have any questions or need additional information, please e-mail me ([redacted]) or phone me at ###-###-####.                                           ...⇄                                 Regards,                                         ...⇄ Andrea T[redacted]

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[redacted]       Dear [redacted]:   This letter is in reply to complaint ID [redacted] that was forwarded by the Revdex.com to Thomas C[redacted] Vice President of Direct Line Cruises, Inc.   On January **, 2016 Amanda Hans booked a cruise / air package on the Direct Line Cruises website.  Her reservation was for a 7-night cruise departing November **, 2016 aboard the Norwegian Escape, along with non-refundable airline tickets through [redacted]. The cruise cabin total came to $2,369.94 and the airline tickets were $462.95 per person. The cancellation policy for the cruise portion of the package as well as the non-refundable status of the airline ticket is disclosed on the Direct Line Cruises website during the booking process as well as on the Cruise Reservation Confirmation and Air E-Ticket Itinerary that were sent to [redacted] within 24 to 48 hours after she made her reservation.  A copy of these documents are available to the Revdex.com at your request.  On July **, 2016 [redacted] traveling companion, [redacted], called Direct Line Cruises to inquire about canceling their trip.  As documented in our recorded call files, one of Direct Line Cruises’ agents explained to [redacted] that the cruise could be canceled or the sail date moved without incurring any penalty from the cruise line. However, [redacted] would impose a $200 per ticket penalty /change fee with the balance ($262.95 per ticket) being held by [redacted] to be used as a credit on a new flight that needed to be reserved within one year of the original purchase date (January **, 2016). However, no cancellation or change to the reservation was requested by [redacted] at that time. On August **, 2016 [redacted] called Direct Line Cruises to cancel her November **, 2016 cruise and reschedule it for September **, 2017.  Since [redacted] was already an established client, Direct Line Cruises waived its cancellation fee.  However, the travel consultant from Direct Line Cruises reminded [redacted] of the $200 per ticket change fee that was imposed by [redacted] and explained to her that, in accordance with the airline’s policy, she would now need to book her ticket directly with [redacted] to use their credit and apply the remaining balance to the new ticket. [redacted] was advised to call [redacted] at the end of October to [redacted] her airline tickets. Contrary to [redacted] assertion, at no time, did anyone at Direct Line Cruises state that we would be “[redacted]”  In fact, as our recorded call files show, it was conveyed to her that if she wasn’t going to use the airline credit in conjunction with the re-scheduled cruise, a Direct Line Cruise travel consultant could assist her with new airline tickets issued by the cruise line’s air department. [redacted] did not contact Direct Line Cruises again until March *, 2017 to say that she called [redacted] to [redacted] her airline tickets and was told by the airline representative that the credit had expired.  The travel consultant at Direct Line Cruises reminded [redacted] that the terms for using the credit were reviewed with her and that Direct Line Cruises had no authority to extend the credit for her because it was held by [redacted]. When [redacted] denied that the limitations of using the air credit were explained to her, we emailed her the recorded phone conversations from 7/**/16 and 8/**/16 (and these recorded phone conversations will be forwarded to the Revdex.com upon your request).  But, as we clearly explained, once the airline tickets were canceled and a credit issued, it became necessary for [redacted] to deal directly with the airline to use her credit.  After listening to the recorded telephone conversations, [redacted] concurred that Direct Line Cruises explained the terms and conditions of canceling and re-booking a non-refundable airline ticket on more than one occasion.  However, rather than take responsibility for her own oversight, she then contended that “due to lack of written communication reiterating airfare policy” she should not be held solely responsible for the financial loss she has incurred.  This subsequent contention was made despite the fact that her E-Ticket Confirmation specifically states (in writing) that “This is a non-refundable ticket / any changes subject to penalties.”  And, although the airline’s E-Ticket Confirmation does not specifically state what penalties would apply to this particular reservation (because the specific penalties are determined by the airline based on the application of their internal criteria to each cancelled reservation), there can be no doubt that Direct Line Cruises clearly informed her of those details, including her responsibility to contact the airline before the airline’s expiration date for the credit it granted her.          While we understand that the excitement of planning a wedding and purchasing a new home might make one forgetful as to the details of re-booking the flight for a honeymoon, Direct Line Cruises cannot assume responsibility for the actions or inactions of our clients, particularly when that client was clearly informed months in advance that she was solely responsible for re-booking her flight directly with [redacted] and using her partial credit before it expired.  We sincerely regret that [redacted] incurred any penalty from the airline at all, but we do wish that she would simply accept responsibility for her own oversight rather than trying to shift the blame to someone else (Direct Line Cruises) in an apparent effort to reduce her loss.           If you have any questions or need additional information, please don’t hesitate to e-mail me ([redacted]) or phone me at ###-###-####.  Thank you. Regards, [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 the matter has been resolved.
Sincerely,
[redacted]