David Morris International

Dear [redacted] , Response ID [redacted] and [redacted] I am responding to your letter of May lconcerning a complaint from a client who recently sailed on [redacted] – copy of the letter is included above The client in question was part of a group of clients from a time share company called Interval Interval negotiated preferential pricing for their clients Each client before they booked and sailed acknowledged that they understood the terms of the cruise which did NOT include shore X or GratuitiesSample of these documents were sent to your office previouslyInterval International, which is the company that we have the agreement with has advised that we are honoring the terms and conditions of the contract that they published to the members The confirmation from Auto Europe our booking company was a standard confirmation sent to all North American clients Interval clients because of their preferential pricing are not entitled to shore X or Gratuities It is highly inappropriate to ask for a refund for something they did not pay for in the first place and to which they were clearly not entitled The cruise is International and as such languages are international because the majority of the guests were German on that cruise German was the first language spoken, guests can always book their own excursions privately with English guides if there are insufficient English guests to make up a full tour (usually l5) We offered the on board credit for future use of approximately euro only as a gesture of good will but in no way are the clients entitled to a refund for something they did not pay for in the first place I hope you understand our position on this matter All of this was explained to the client on board In advance thank you for your attention

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not accept the response made by [redacted] for the following reasons: 1) Current ads (previously attached) show that extreme discounts (50% off Arosa [redacted] cruise) are being offered to English speaking passengers and those offers INCLUDE 100-euros toward excursions; 2) Terms and Conditions from Travel agent representative of [redacted] and the Arosa Cruise line sent to me AFTER the Interval Exchange supercede (sent when additional fees were paid twice) the one original screenshot that occurred at time of the timeshare conversion; 3) Email to ***--travel agent while I was onboard Arosa stated that euros was included; 4) Materials provided while on cruise were in German (previously provided); 5) Tours that I did join were mostly in German as wellAll of these materials were included in the original complaintI am extremely disappointed in the handling of this cruise, responses from [redacted] International, the pointing fingers between [redacted] , Interval International and the travel agency (Autoeurope), and overall confusing and misleading communication that occurred while on the cruise and afterwardsTo think that any of us involved would ever cruise again with a cruise line or tour company associated with [redacted] International is laughableThe current proposed resolution of a euro discount toward a future Arosa Cruise is unacceptableI expect the euros that were in the Terms and Conditions sent by Autoeurope through agreements with [redacted] InternationalIf there is an exclusion to the euros for Timeshare clients then that needs to be printed CLEARLY in materials and communication coming from everyone involved AFTER the timeshare exchange occurredParties should NOT be sending and misleading information to guests before and during a cruiseThis issue with communication is NOT the passenger's fault [redacted] should take responsibility for this significant error of communication, rectify the current situation, and clarify this with all involved so that this problem and bad press does not continue to occur Regards, [redacted]

We have attached: The email received from Dylan [redacted] with the terms and conditions listed for us to review The pg invoice received at the end of the [redacted] Cruise for the excursions and laundry The letter we received on April well into the cruise stating we would not receive the agreed services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not accept the response made by [redacted] for the following reasons: 1) Current ads (previously attached) show that extreme discounts (50% off Arosa [redacted] cruise) are being offered to English speaking passengers and those offers INCLUDE 100-200 euros toward excursions; 2) Terms and Conditions from Travel agent representative of [redacted] and the Arosa Cruise line sent to me AFTER the Interval Exchange supercede (sent when additional fees were paid twice) the one original screenshot that occurred at time of the timeshare conversion; 3) Email to [redacted]--travel agent while I was onboard Arosa stated that 200 euros was included; 4) Materials provided while on cruise were in German (previously provided); 5) Tours that I did join were mostly in German as well. All of these materials were included in the original complaint. I am extremely disappointed in the handling of this cruise, responses from [redacted] International, the pointing fingers between [redacted], Interval International and the travel agency (Autoeurope), and overall confusing and misleading communication that occurred while on the cruise and afterwards. To think that any of us involved would ever cruise again with a cruise line or tour company associated with [redacted] International is laughable. The current proposed resolution of a 100 euro discount toward a future Arosa Cruise is unacceptable. I expect the 200 euros that were in the Terms and Conditions sent by Autoeurope through agreements with [redacted] International. If there is an exclusion to the 200 euros for Timeshare clients then that needs to be printed CLEARLY in materials and communication coming from everyone involved AFTER the timeshare exchange occurred. Parties should NOT be sending false and misleading information to guests before and during a cruise. This issue with communication is NOT the passenger's fault. [redacted] should take responsibility for this significant error of communication, rectify the current situation, and clarify this with all involved so that this problem and bad press does not continue to occur.
Regards,
[redacted]

Dear [redacted], Response ID 1[redacted] and [redacted]     I am responding to your letter of May l4 concerning a complaint from a client who recently sailed on [redacted] – copy of the letter is included above.   The client in question was part of a group of clients from a time share company called [redacted].   [redacted] negotiated preferential pricing for their clients.   Each client before they booked and sailed acknowledged that they understood the terms of the cruise which did NOT include shore X or Gratuities. Sample of these documents were sent to your office previously. [redacted] International, which is the company that we have the agreement with has advised that we are honoring the terms and conditions of the contract that they published to the members.  The confirmation from [redacted] our booking company was a standard confirmation sent to all North American clients.  [redacted] clients because of their preferential pricing are not entitled to shore X or Gratuities.   It is highly inappropriate to ask for a refund for something they did not pay for in the first place and to which they were clearly not entitled.     The cruise is International and as such languages are international because the majority of the guests were German on that cruise German was the first language spoken, guests can always book their own excursions privately with English guides if there are insufficient English guests to make up a full tour (usually l5).   We offered the on board credit for future use of approximately 100 euro only as a gesture of good will but in no way are the clients entitled to a refund for something they did not pay for in the first place.   I hope you understand our position on this matter.   All of this was explained to the client on board.   In advance thank you for your attention.

Dear [redacted], Response ID [redacted] and [redacted]     I am responding to your letter of May l4 concerning a complaint from a client who recently sailed on [redacted] – copy of the letter is included above.   The client in question was...

part of a group of clients from a time share company called Interval.   Interval negotiated preferential pricing for their clients.   Each client before they booked and sailed acknowledged that they understood the terms of the cruise which did NOT include shore X or Gratuities. Sample of these documents were sent to your office previously. Interval International, which is the company that we have the agreement with has advised that we are honoring the terms and conditions of the contract that they published to the members.  The confirmation from Auto Europe our booking company was a standard confirmation sent to all North American clients.  Interval clients because of their preferential pricing are not entitled to shore X or Gratuities.   It is highly inappropriate to ask for a refund for something they did not pay for in the first place and to which they were clearly not entitled.     The cruise is International and as such languages are international because the majority of the guests were German on that cruise German was the first language spoken, guests can always book their own excursions privately with English guides if there are insufficient English guests to make up a full tour (usually l5).   We offered the on board credit for future use of approximately 100 euro only as a gesture of good will but in no way are the clients entitled to a refund for something they did not pay for in the first place.   I hope you understand our position on this matter.   All of this was explained to the client on board.   In advance thank you for your attention.

We have attached:
The email received from Dylan [redacted] with the terms and conditions listed for us to review.
The 2 pg invoice received at the end of the [redacted] Cruise for the excursions and laundry.
The letter we received on April 21 well into the cruise stating we would not receive the...

agreed services.

Dear  [redacted],
 
I am responding to your letter of  May l4 concerning a complaint from a client who recently sailed on [redacted] – copy of the letter is included  above.   The client in question was part of a group of clients from a time share company called [redacted].   [redacted] negotiated preferential pricing for their clients.   Each client before they booked and  sailed acknowledged that they understood the terms  of the cruise which did NOT include shore X or Gratuities (see attached form the Terms and Conditions are listed under Important Information).   The confirmation from [redacted] our booking company was a standard confirmation sent to all North American  Clients.  [redacted] clients because of their preferential pricing are not entitled to shore X or Gratuities.   It is highly inappropriate to  ask for a refund for something they did not pay for in the first place and to which they were clearly not entitled.  
 
The cruise is International and as such languages are international because the majority of the guests were German on that cruise German was the first language spoken, guests can always book their own excursions privately with English guides if there are insufficient English guests to make up a full tour (usually l5).   We offered the on board credit for future use only as a gesture of good will  but in no way is the client [redacted] entitled to a refund for something she did not pay for in the first place.   I hope you understand our position on this matter.   All of this was explained to the client on board.   In advance thank you for your attention.
 
 
[redacted], [redacted]
[redacted],
[redacted]  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY
David Morris International response did not address the email conformation sent to the 5 [redacted] customers by an employee of David Morris/[redacted]  AFTER the [redacted] International document. This email asks us to look over the attachments, recept of payment and the terms and conditions, we agreed to over the phone. I asked this employee about the cost of the shore excursions before booking. This employee stated the shore excursions were included in the all inclusive up to the amount srated in the previews complaint. The last document I received from this transaction included the terms and conditions for the shore excursions. It is logical the most recent terms and conditions applied to this transaction and overrode the [redacted] International document. 5 other [redacted] International guests received the same document. It is obvious to us that this representative of the David Morris / [redacted] made a mistake. The 5 [redacted] International guests found out about the switch to the previous terms well into the cruise. We should not be asked to bare these additional expenses for this mistake and poor training by David Morris / [redacted]'s representatives. It appears David Morris International /[redacted] are not willing to admit their representative's error. We remain unsatisfied customers and David Morris /[redacted] do not stand behind their agreements.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLYDavid Morris International response did not address the email conformation sent to the 5 [redacted] customers by an employee of David Morris/[redacted]  AFTER the [redacted] International document. This email asks us to look over the attachments, recept of payment and the terms and conditions, we agreed to over the phone. I asked this employee about the cost of the shore excursions before booking. This employee stated the shore excursions were included in the all inclusive up to the amount srated in the previews complaint. The last document I received from this transaction included the terms and conditions for the shore excursions. It is logical the most recent terms and conditions applied to this transaction and overrode the [redacted] International document. 5 other [redacted] International guests received the same document. It is obvious to us that this representative of the David Morris / [redacted] made a mistake. The 5 [redacted] International guests found out about the switch to the previous terms well into the cruise. We should not be asked to bare these additional expenses for this mistake and poor training by David Morris / [redacted]'s representatives. It appears David Morris International /[redacted] are not willing to admit their representative's error. We remain unsatisfied customers and David Morris /[redacted] do not stand behind their agreements.
Regards,
[redacted]

Review: Five of us on the [redacted] cruise April 18-25 did not know each other before this trip: 2 from [redacted], 1 from [redacted], and 2 from [redacted]. We all received the same terms and agreements with promises of 200 euro per person for shore excursions and covered gatuities as included as part of the all inclusive booking. We ALL found out we were not getting this well into the cruise after several excursions that we would not be getting these promised services. In addition the [redacted] cruise was and still is advertised catering to English speakers; all excursions were in German. I booked the cruise because the focus was wine tours yet we only visited one and information all in German and one winery excursion was cancelled. The companies David Morris International, [redacted], and [redacted] Riverboat Cruises, has offered this as compensation, "Future Cruise Certificate of 100euro per person towards your next [redacted] cruise. This offer will be valid on any sailing date in 2015 and 2016."I don't have anymore money to book another [redacted] cruise in 2015 or 2016 and if I did have money I would book an English speaking cruise line company. This was a once in a lifetime trip and we missed a great deal on the excursion because of the language issue. [redacted] and David Morris employees were the last people to speak to us, give us the final information and to whom I paid the remainder of the fee after making the [redacted] International trade. They are the ones who sent us the terms and conditions in which these terms are stated. David Morris, [redacted] and [redacted] Riverboat Cruises did not honor the terms and conditions that they SENT us on this cruise.Desired Settlement: The settlement I would like to receive is 200 euro per person for the shore excursions promised in the terms and conditions. There were 2 people in our booking so a refund of 400 euro or dollar equivalent.

Consumer

Response:

We have attached:

The email received from Dylan [redacted] with the terms and conditions listed for us to review.

The 2 pg invoice received at the end of the [redacted] Cruise for the excursions and laundry.

The letter we received on April 21 well into the cruise stating we would not receive the agreed services.

Business

Response:

Dear [redacted], I am responding to your letter of May l4 concerning a complaint from a client who recently sailed on [redacted] – copy of the letter is included above. The client in question was part of a group of clients from a time share company called [redacted] negotiated preferential pricing for their clients. Each client before they booked and sailed acknowledged that they understood the terms of the cruise which did NOT include shore X or Gratuities (see attached form the Terms and Conditions are listed under Important Information). The confirmation from [redacted] our booking company was a standard confirmation sent to all North American Clients. [redacted] clients because of their preferential pricing are not entitled to shore X or Gratuities. It is highly inappropriate to ask for a refund for something they did not pay for in the first place and to which they were clearly not entitled. The cruise is International and as such languages are international because the majority of the guests were German on that cruise German was the first language spoken, guests can always book their own excursions privately with English guides if there are insufficient English guests to make up a full tour (usually l5). We offered the on board credit for future use only as a gesture of good will but in no way is the client [redacted] entitled to a refund for something she did not pay for in the first place. I hope you understand our position on this matter. All of this was explained to the client on board. In advance thank you for your attention. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLYDavid Morris International response did not address the email conformation sent to the 5 [redacted] customers by an employee of David Morris/[redacted] AFTER the [redacted] International document. This email asks us to look over the attachments, recept of payment and the terms and conditions, we agreed to over the phone. I asked this employee about the cost of the shore excursions before booking. This employee stated the shore excursions were included in the all inclusive up to the amount srated in the previews complaint. The last document I received from this transaction included the terms and conditions for the shore excursions. It is logical the most recent terms and conditions applied to this transaction and overrode the [redacted] International document. 5 other [redacted] International guests received the same document. It is obvious to us that this representative of the David Morris / [redacted] made a mistake. The 5 [redacted] International guests found out about the switch to the previous terms well into the cruise. We should not be asked to bare these additional expenses for this mistake and poor training by David Morris / [redacted]'s representatives. It appears David Morris International /[redacted] are not willing to admit their representative's error. We remain unsatisfied customers and David Morris /[redacted] do not stand behind their agreements.

Review: I have returned from an [redacted] on the [redacted] 4/18-4/25, 2015. Upon booking this cruise, I was sent Terms and Conditions that included a 200 euros per person credit for excursions and other expenses. Free laundry, transfers and gratuities were also to be included. I was given a discount for this cruise as this was a timeshare exchange. However, only $1200 was granted and my travel partner and I paid the difference for a FULL Cruise price. We also arranged and paid for airfare. A month before this cruise, I did notice on AROSA website that cruises in April were being discounted and airfare deals were also available. Once on board the ship, those of us who spoke English became aware of the same issues: 1) 200 euros per person was not being offered--in fact the Hotel Manager, [redacted], had never heard of this; 2) Gratuities, transfers and laundry were not included; 3) Tours were in German not English; 4)All port information available in German; 4) A major winery tour was completely canceled. Communication began while on the ship and has continued until May 9th when [redacted] and [redacted] (the USA contacts for A-rosa) offered 100 euros toward a future cruise. This is an unacceptable offer. I expect compensation for the past cruise. I have no interest in taking another [redacted] given the way I have been mislead and treated. I expect terms and conditions provided to be upheld. I expect advertised cruises and services to be provided and in English is advertising to an English speaking group.Desired Settlement: I would like a credit of 200 euros to be applied to my credit card.

Business

Response:

Dear [redacted], Response ID [redacted] and [redacted] I am responding to your letter of May l4 concerning a complaint from a client who recently sailed on [redacted] – copy of the letter is included above. The client in question was part of a group of clients from a time share company called Interval. Interval negotiated preferential pricing for their clients. Each client before they booked and sailed acknowledged that they understood the terms of the cruise which did NOT include shore X or Gratuities. Sample of these documents were sent to your office previously. Interval International, which is the company that we have the agreement with has advised that we are honoring the terms and conditions of the contract that they published to the members. The confirmation from Auto Europe our booking company was a standard confirmation sent to all North American clients. Interval clients because of their preferential pricing are not entitled to shore X or Gratuities. It is highly inappropriate to ask for a refund for something they did not pay for in the first place and to which they were clearly not entitled. The cruise is International and as such languages are international because the majority of the guests were German on that cruise German was the first language spoken, guests can always book their own excursions privately with English guides if there are insufficient English guests to make up a full tour (usually l5). We offered the on board credit for future use of approximately 100 euro only as a gesture of good will but in no way are the clients entitled to a refund for something they did not pay for in the first place. I hope you understand our position on this matter. All of this was explained to the client on board. In advance thank you for your attention.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not accept the response made by [redacted] for the following reasons: 1) Current ads (previously attached) show that extreme discounts (50% off Arosa [redacted] cruise) are being offered to English speaking passengers and those offers INCLUDE 100-200 euros toward excursions; 2) Terms and Conditions from Travel agent representative of [redacted] and the Arosa Cruise line sent to me AFTER the Interval Exchange supercede (sent when additional fees were paid twice) the one original screenshot that occurred at time of the timeshare conversion; 3) Email to [redacted]--travel agent while I was onboard Arosa stated that 200 euros was included; 4) Materials provided while on cruise were in German (previously provided); 5) Tours that I did join were mostly in German as well. All of these materials were included in the original complaint. I am extremely disappointed in the handling of this cruise, responses from [redacted] International, the pointing fingers between [redacted], Interval International and the travel agency (Autoeurope), and overall confusing and misleading communication that occurred while on the cruise and afterwards. To think that any of us involved would ever cruise again with a cruise line or tour company associated with [redacted] International is laughable. The current proposed resolution of a 100 euro discount toward a future Arosa Cruise is unacceptable. I expect the 200 euros that were in the Terms and Conditions sent by Autoeurope through agreements with [redacted] International. If there is an exclusion to the 200 euros for Timeshare clients then that needs to be printed CLEARLY in materials and communication coming from everyone involved AFTER the timeshare exchange occurred. Parties should NOT be sending false and misleading information to guests before and during a cruise. This issue with communication is NOT the passenger's fault. [redacted] should take responsibility for this significant error of communication, rectify the current situation, and clarify this with all involved so that this problem and bad press does not continue to occur.

Regards,