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Empress Travel (Bell Blvd.)

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Empress Travel (Bell Blvd.) Reviews (2)

At this time, I have been contacted directly by Empress Travel (Bell Blvd.) regarding complaint ID ***, however my complaint has NOT been resolved because:
They offered a $gift certificate to use for a future trip (that I have to book THROUGH THEIR AGENCY). I will NO
LONGER be using their services, and after I was promised a $refund at the very least, this is completely unacceptable. I would like a $credit for the issue we had to deal with in Hawaii and the frustration thereafter. It has been over months and we can't even get them to respond!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Review: We booked a trip to Hawaii, back in February, through Empress Travel (Travel Impressions) and we dealt with [redacted]. While we were in Hawaii, we had a bad experience at one of the hotels and we weren't getting any help from the hotel and tried to reach out to [redacted] while we were there. We emailed him and requested a callback or an email as soon as possible with some guidance on how to proceed with moving from this hotel to another. We never heard back from him. We had to take it upon ourselves (the next day), to pack up and leave the hotel and go to another hotel for the remainder of our stay. We had already been on 2 other islands, stayed in beautiful hotels, and then we got to Maui and he had put us up in a hotel that really was not very nice at all, and was no comparison to where we had stayed. We also requested the nicest hotel on Maui, this is where we clearly stated we would spend more for the best hotel. We had a bug problem at the hotel and contacted the front desk and even though we complained twice to the [redacted], we couldn't get one phone call returned or any help in resolving the issue. So, therefore, we really didn't have any choice but to move to another hotel on our own. We contacted [redacted] as soon as we were back and let him know we were not happy about what happened and that we never heard back from him. This was 6 months ago. I have more than several emails and letters that I have sent and it seems no matter when I try to reach him, I can never get an answer or a return phone call with any answers. I have tried for months (almost 6 now), to resolve this and we were told 2 months ago that we would be receiving a voucher for $300 (it was being emailed to us that day) and they are still working to get us a $300 credit as well back to our credit card. I called again last week and left a message, as he was not in. I have finally had enough, we were promised the voucher at least 2 months ago and haven't even rcvd that. We were told at that time that we should know about the $300 credit by the end of that week. Every time I call, I am told he will know something by the end of the week. I hear nothing for weeks and when I follow up, it's the same old story, I have emails and letters if I need to send to someone, as proof that I have tried reaching out for months. At this time, I would like a credit of $634 for the amount we paid for the room. The way they have handled this is completely UNacceptable. We paid $2536 for the hotel stay (4 nights and getting 1 free), but since we stayed the one night and barely got 2 hours of sleep bc there were bugs everywhere, I was afraid to close my eyes, we requested a refund for the room for that night. The hotel did the right thing and left us with a zero balance. They didn't charge any of the extra hotel charges to us and advised us to take up the balance for the room charge with the travel agent. They apologized when we left.

I was asked to write a letter and explain the situation so that [redacted] could submit it and get us a refund. I wrote this letter on May [redacted]. I still have NO answers. This is not acceptable. I also have several emails showing dates I have tried to reach [redacted], and also showing my frustration with not one reply.

Hi [redacted]~

As per our conversation, this letter is a request for a full refund for our stay at the [redacted] in Maui. We were very disappointed in the whole experience there.

We arrived, after being in Oahu and Kauai for 8 days. This was our last stop. After spending 8 days in Paradise, we arrive at the [redacted] and when we got to the room, we found bugs - in the closet, in the bathtub, and small gnats all over the bathroom counter. Then, I found another bug under the sink on the floor of the bathroom.

I immediately called the front desk and advised them of the issue with the bugs in the hotel room. They apologized and offered to come and spray while we were out to dinner and stated that this should take care of the problem. We left about an hour later, we were gone for a few hours, and when we got back to the room, there were more bugs on the carpet and in the bathroom. I immediately called the front desk again. It was late at this point and the [redacted] I had spoken to earlier had left for the day. I explained the situation and I was told that I would get a callback first thing in the morning. I asked to be contacted on my cell phone, since we were getting up at 3am to go see the sunrise and would be gone all day.

I never got a phone call the next day. I thought maybe they left a message in the room. We arrived back at the room, approximately 5:30PM. NO CALL, NO MESSAGE. We were more than disappointed in the staffing and the customer service. We were left on our own to go find a new hotel, as I was not comfortable at all staying here. It seemed like nobody really cared that we were having a problem and they didn't even offer to move us. I was told the night before that the spraying should resolve the problem, and if not to call back and they can always move us elsewhere, if we were not comfortable. After 2 complaints, I did not even get a callback! This was very unprofessional to me and being that we were on a honeymoon, that was postponed from last year, we were not going to ruin the last 5 days of our vacation, so we decided to move to another hotel.

We moved to the [redacted], literally 1/2 mile up the road, since we had stayed at the [redacted] in Kauai and it was amazing. When we went to check out, the [redacted] on staff was very understanding and advised that we would not be billed for the 4 remaining nights. But since we paid for 4 nights and were supposed to get 1 night free, we are requesting a full reimbursement for the one night we had to pay for. We had to move hotels and wound up paying for 5 nights in Maui, which really is not fair to us. This hotel was in no way comparable to the other 2 that were booked for us. We were extremely disappointed in the choice of this hotel. This is where we asked for the nicest hotel and stated we would spend the most money.

I appreciate any help you can give us. Hawaii was fabulous and other than that bump in the road, it was an amazing trip!

Thanks again!

[redacted] and [redacted]Desired Settlement: I would like a full refund (for the 1 night we stayed) at the [redacted]. I feel this is a very acceptable request. The full amount was $634

Consumer

Response:

At this time, I have been contacted directly by Empress Travel (Bell Blvd.) regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They offered a $100 gift certificate to use for a future trip (that I have to book THROUGH THEIR AGENCY). I will NO LONGER be using their services, and after I was promised a $300 refund at the very least, this is completely unacceptable. I would like a $600 credit for the issue we had to deal with in Hawaii and the frustration thereafter. It has been over 6 months and we can't even get them to respond!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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Description: TRAVEL AGENCIES & BUREAUS

Address: 39-22 Bell Blvd., Bayside, New York, United States, 11361

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