Our accounting department does charge a cancel fee of $per person and has required us to charge a fee. But the accounting department said the fee is waived if the money or deposit is moved to another date or reservation. We understand circumstances change and sometimes guests are
unable to travel. We prefer to move the money to another reservation to alleviate this fee and do offer this choice to our clients. It has been our policy for well over plus years and clearly stated on every invoice. I do understand you are a repeat guest and appreciate that so much. This same policy has been in effect and stated on every invoice.**In addition to vendor penalties, a $per person accounting fee applies to all changes/revisions/cancellations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Considering we did not book our vacation in the office, we would never have seen this policy. I'm sure most of your customers book through email and phone. Unless you disclose this information verbally or through email, your website, or on the itinerary that you receive prior to booking your vacation, this is never disclosed. I find it interesting that you state this isn't hidden, however, the only documentation that shows this agency fee policy is the document you receive AFTER booking. My husband and I have chosen not to transfer our deposit to another date or destination because of the customer service we have received from your company during this. You offered us a transfer, however, with the stipulation that we need to re-book with you within 6 months. "We are a business and this is not a hobby" is a very unprofessional statement. We were under the impression that travelers insurance would cover us in the event of an unplanned cancellation. I understand you are a business, but that does not mean that you do not need to act in an ethical matter. This is not the first complaint that you have received on this and yet you did not take ANY corrective action from that complaint, which to me shows a lack of customer service.
Regards,
Stefanie [redacted]
On every desk in the office our cancellation and other fees are clearly visible. On every invoice the cancellation fees are also clearly visible. It is like any other business. We only send out invoices once a deposit is made or final payment. Since this is the 3rd trip you are booking with our company you must have read one of the 5 or 6 invoices we have mailed to you with the fees clearly stated on them. Again this is not hidden or shouldn't be a surprise to you.No one usually says they are cancelling when they are booking a trip, because why would you even bother to book it unless you planned on traveling? When you booked your trip this time you never asked or mentioned that you might not be able to go or need to cancel. If you would have asked us, even though you are a repeat client, we would have explained the cancellation policy. I understand that you are cancelling your trip for a non emergency and personal matter. It is really your choice to cancel and not transfer the deposit to another date or destination which are the choices we have given you. We prefer to move the deposit so there are no fees. It is really your choice to cancel.Again, we are a business and this is not a hobby.
Our accounting department does charge a cancel fee of $per person and has required us to charge a fee. But the accounting department said the fee is waived if the money or deposit is moved to another date or reservation. We understand circumstances change and sometimes guests are
unable to travel. We prefer to move the money to another reservation to alleviate this fee and do offer this choice to our clients. It has been our policy for well over plus years and clearly stated on every invoice. I do understand you are a repeat guest and appreciate that so much. This same policy has been in effect and stated on every invoice.**In addition to vendor penalties, a $per person accounting fee applies to all changes/revisions/cancellations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Considering we did not book our vacation in the office, we would never have seen this policy. I'm sure most of your customers book through email and phone. Unless you disclose this information verbally or through email, your website, or on the itinerary that you receive prior to booking your vacation, this is never disclosed. I find it interesting that you state this isn't hidden, however, the only documentation that shows this agency fee policy is the document you receive AFTER booking. My husband and I have chosen not to transfer our deposit to another date or destination because of the customer service we have received from your company during this. You offered us a transfer, however, with the stipulation that we need to re-book with you within 6 months. "We are a business and this is not a hobby" is a very unprofessional statement. We were under the impression that travelers insurance would cover us in the event of an unplanned cancellation. I understand you are a business, but that does not mean that you do not need to act in an ethical matter. This is not the first complaint that you have received on this and yet you did not take ANY corrective action from that complaint, which to me shows a lack of customer service.
Regards,
Stefanie [redacted]
On every desk in the office our cancellation and other fees are clearly visible. On every invoice the cancellation fees are also clearly visible. It is like any other business. We only send out invoices once a deposit is made or final payment. Since this is the 3rd trip you are booking with our company you must have read one of the 5 or 6 invoices we have mailed to you with the fees clearly stated on them. Again this is not hidden or shouldn't be a surprise to you.No one usually says they are cancelling when they are booking a trip, because why would you even bother to book it unless you planned on traveling? When you booked your trip this time you never asked or mentioned that you might not be able to go or need to cancel. If you would have asked us, even though you are a repeat client, we would have explained the cancellation policy. I understand that you are cancelling your trip for a non emergency and personal matter. It is really your choice to cancel and not transfer the deposit to another date or destination which are the choices we have given you. We prefer to move the deposit so there are no fees. It is really your choice to cancel.Again, we are a business and this is not a hobby.