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Address: 1190 White St E, Rock Hill, South Carolina, United States, 29730-5954
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Description: I expect a full refund from my trip that I paid in full. I was denied service due to the pandemic.
On October 17, 2019, I submitted a deposit of $200.00 by credit payment to *** with Booking With LCV Travels/ Vacation Express leaving a balance of $2032.00 for my husband and I for our friend 50th birthday party that was supposed to take place in Punta Canta June 18-22, 2020. All monies weren't due until May of 2020 I continued making payments and paid the entire trip which cost $2032.00 on June 6, 2020. Ms. Glen, the birthday gentlemen fiancé reached out to *** March 30, regarding the trip with concern and covid. She stated to Ms. Glen that she didn't have any updates and that we could come together as group and she would let us know of any changes or we could wait a few more weeks. On April 14, 2020, Ms. Glenn was told by a friend that our resort was closed and emailed *** to get the information verified and any updates on our trip. On April 20, 2020 she finally replied to all parties of the trip and stated that the resort was closed and that it was scheduled to reopen on May 9, 2020. On May 13, 2020, Mrs. Glenn received an email stating that the resort was going to be closed until July 1, 2020 and for to be aware of the refunds for all parties in the group that are offered takes up to 90 days if we wanted future travel credit it will take 45 days. *** could provide any additional information regarding credits or giving me a refund. *** lack of service. At no time did *** take the initiative to reach out to me and any of the other parties in the group regarding the trip or its changes, I as well as other members had to reach out to her by phone (voicemail) and email because she has stop communicating with the group. I have emailed her she has stop responding to my emails and has not communicated with me at all. I have received a credit for my husband and I for the airplane on our tickets however the refund for the resort and excursion has been denied. I am not able to use the resort credit and with recently having health issues (iron deficiency, unstable thyroid disorder) I don't foresee me ever using a credit or *** due to COVID. She was very unprofessional. I am very disappointed and dissatisfied with the service my husband and I received. Due to her lack of professionalism not only did we have to book another trip somewhere else plus be ignored by ***.
This was a lot of money for my husband and I. I it was supposed to be a surprise for our best friend that was ruined initially by her service. I dont understand why I am being punished for something that was completely out of my control and the resort was closed.
Mrs. has removed all information regarding trip from the client portal dashboard, so I am unable to get an Invoice Number.
I received a refund $1362 for the airplane; however, I need to be refunded the remaining amount of $670.
Book with LCV Travels
The Clyburn Group: XXXXXXX
Product_Or_Service: Punta Cana Vacation package
Order_Number: XXXXXXX
Account_Number: XXXXXXX
Refund Refund the amount of $670.
I strive to give all of my clients quality service and I apologize that Ms. feels I have not. I was not informed of the hotel closure; even with me checking the site twice a week. The last information I had that the hotel was reopening May 9 and as of May 13, they extended the closure.
When Vacation Express was contacted, I passed along the information I was given. I did not state I could not get in touch with them, although there were long hold times during this panic. In the height of a pandemic, I tried to do my best. I have never had a group, 2, 4, 56 or 256 clients dissatisfied with my service.
And in my past communication, I agreed that you all deserved refunds. No one could have predicted this would happen in a million years. I have called, VE numerous times, emailed, and talked to the president of Vacation Express. I was only told of "policy" with policy being without insurance, only travel vouchers would be issued.
Unfortunately, I do not hold any funds, as they are submitted to the supplier. Refunds would have to come directly from VE, the supplier.
Once again I apologize that you feel I was not communicating as you deemed necessary but there was not one time that I was not answering or returning calls or emails.
Also, booking number XXXXXXX has already been refunded and closed by VE.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I somewhat sympathize, I do not accept the response because as the business owner/operator, it is your duty to know what type of suppliers you are dealing with and to go beyond checking a site twice a week. We, as patrons didn't only rely on your site for information, we went directly to the resort site where they had the information regarding the closure posted. I can't speak whether or not you had anyone else or any other groups was dissatisfied with your service, as you do not have a Google Review, Yelp, or etc. The only review that you have is on your FaceBook page and that is a page that you are in control of and can delete whatever comments or only allow others to see what you want them to see. As for my husband and I, the case is still open because we need to be refunded the $670 for a vacation that will not be taken.
Also, I acknowledge that a complaint has been filed against your supplier, Vacation Express, stationed in Atlanta, GA.
Document Attached***
Although, I as well as the rest of the "Clyburn Group" was dissatisfied withe the service and lack of communication. I recently received notice from the Revdex.com in Atlanta, GA that Vacation Express has decided to refund my husband and I. Attached, please find a screenshot of the correspondence.
Sincerely,
Marilyn M.