Fresh-Trips

Good evening,As addressed in similar complaints, all clients affected after Feb have been fully refundedWe are working towards resolving any additional financial concerns that some guests may experience with airline tickets, etc and we're working on these on a case-by-case basis.Unfortunately - since we are a travel technology company and not a travel agency, we don't have dedicated or trained guest service agreements based on our relationship with this wholesalerHowever, we are committed to moving beyond this and folks accepting their refunds along with complimentary travel vouchers to be used through a direct wholesaler for future travel.Our process is laid out on our landing page for these guests: https://fresh-trips.com/travel-blog/Regards,FreshTrips Team

I am rejecting this response because their request is to have me email them, something I have already done three times prior to submitting this complaint without responseIn my last email to them, I indicated I would be submitting a complaint to the Revdex.com as their on-going lack of communication (at the email address provided in this response) had me lose faith they were a legitimate businessThis current advice boils down to email us a fourth time and this time we may actually respondThe proper response would be to respond to any of my previous messages, rather than once again place the burden on me and without any assurances of actually responding to my email this time Sincerely, Julia Rotondo

This response is not good for us, since we had a group of people book this deal, and only of them got confirmationsThe rest of us had to pay a full price to join the rest, since we all had flight reservations, which are not refundableWe did receive a refund from Fresh Trips for the original booking, but that only covers a part of the full cost we had to payThe additional cost came to about $per couple (or per room) at the same resortSo as far as we are concerned, Fresh Trips owes us $of additional cost per coupleIf they satisfy this, we will consider this matter closed, otherwise we will file a complaint with small clams court against themPlease let us know what, if any, will be done, so can proceedThanks.P.SAlso, we all tried to contact Fresh Trips by phone and email, and they did not responded to any of themThey do not answer the phone, and do not respond to emails we sent

Good evening,This client was fully refunded on February 3.We are no longer advertising this deal and have not advertised this deal since the original saleThere was a inventory miscommunication between us, a wholesaler and the resort as we communicated to all guests affected by this mishapWe made a mutual decision along with [redacted] and others involved to refund any future reservations beyond February 17th, and unfortunately it was not what we had hoped for but we could not handle this volume of trips.It is not our intention to disregard any clients requests but we are a technology company serving the resort communities and not a travel agencyWe have limited guest service because we do not have the bandwidth to currently handle this type of volume and our support is primarily via email.This was not intentional on any company's part who were involved and refunding those affected was the best and most viable solutionPlease let us know if you have any further questions.Regards,FreshTrips Team

Good evening,Thank you for your inquiryCould you email your refund request for the airline tickets along with a copy of the receipt to [redacted] ? Our management team will take a look and be in contact upon further review to remedy this situationOur apologies for the inconvenience and we look forward to rectifying this.Best Regards,FreshTrips

Good evening,Thank you for your inquiryCould you please email [redacted] and include the details of your refund request? Once submitted, our management team will be in touch to discuss and remedy the situation.Thank you,FreshTrips

First of all I was not the only customer Fresh Trips "dropped the ball on" There were hundreds Of customers that paid for Cancun [redacted] All Inclusive that did not get their hotel reservations I know for a fact it also happened to the family we were traveling with My trip was for Feb 13, and after not getting a confirmation from Fresh Trips I contacted Visa for a refund on my credit card on February 9, The worst part was Fresh Trips and [redacted] strung us along with promises that they would book I made alternate hotel plans days before my trip I couldn't cancel because my family of four booked non-refundable airfare tickets As for the third party travel agency and voucher deal The offer came the Wednesday before my trip I did contact the agency but the deal was not only not comparable as the hotel was not rated as well as the [redacted] and the room was not a suite and the agency tried to charge me $more I spent $1,just for accommodations and they were not All Inclusive Fresh Trips/Fresh jets should pay me $and that doesn't even include the extra expense of meals and airport transfers that were part of the deal I paid for

We still have not received our refundEven though they claim they issued it they have stated it can be up to business daysAlso a refund is not acceptableMy family vacation was ruinedThere were zero hotels or resorts available in the price range we pur***d this vacation inIf you research Fresh Trips they claim to have cancelled and refunded all vacation booked after 2/17/This is unacceptable and many families' vacations have been ruinedA refund is expected since they did not provided what was pur***dWhere is the compensation and accountability for no vacation? This company and its CEO engage in fraudulent bait & switch business practicesThey accept zero responsibility for the damage they have causedThis vacation were our daughters' Christmas present booked in NovemberI am suppose to believe Fresh Trips waited months before knowing there was an issue with the Resort & travel packagesA refund is not enough Sincerely, [redacted]

Good evening,Thank you for the further updateTransfer vouchers are typically issued 10-days prior to arrival, however if you could please email [redacted] and request they be expedited, we will accommodate your request.Best Regards,FreshTrips

Good afternoon,Mr*** has two confirmed reservations with us both under the following booking numbers:
***
***
We are unfortunately unable to accommodate them in the room they originally requested so we have them booked in two Jr Suites from March to April Both
reservations associated with Mr*** were placed by *** ***If Mr*** would like to keep these reservations, we are happy to honor themHowever, we do not have availability for those room types and we have the right to correct errors and omissions per our terms of serviceWe are unable to pay the difference Mr*** is requesting.Please advise us on whether to keep the reservations or whether to refund you in full.Thanks,FreshTrips Team

Fresh Trips:Please find my attached Receipt with the $dollars Cancellation FeeThe rest of the charge was refunded by the Airline.Please let me know how do proceed with the refund the $dollars.Thanks for the quick response on this matter.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** *** ***

I am rejecting this response because: the company says it cancelled the reservations after speaking to all those involvedIt did not talk to the customers that booked these trips nor did it talk to *** about it*** was blindsided by it and actually learned of the cancellation by those who had purchased the resort stayThey sent an email to customers saying they were cancelling the reservations and refunding the money,they did not offer the option of keeping the reservationTheir unilateral cancellation of the contract they had with customers cost people money to book more expensive reservations than were advertised or to cancel non refundable airline reservationsThe only acceptable solution would be for them to honor the contract or pay the difference in the cost of a reservation for the same resort booked
Sincerely,
*** ***

Good evening,Our apologies for the delay in responding but both refunds for $and $were issued on February 3, Could you confirm that they were credited to your account? I have attached the audit trail for both showing they've been refunded.Best Regards,FreshTrips

Good evening,As addressed in other complaints, we did NOT have any intention on cancelling these reservations, however with inventory issues based on miscommunications and misappropriated allotments we had no other choiceWe encourage this customer to email us at *** and explain
her caseWe'd be happy to look at her case and find a resolution whether it be compensation, restitution etc.We are currently experiencing numerous requests but will indeed respond as soon as we are able.Regards,FreshTrips Team

I am seeking compensation for the non-refundable airfare I purchased for this tripThey refunded my hotel but they not paid for the airline tickets that are non-refundable.......Thanks *** *** ***

Thank you for reaching outWe apologize for the delay in responding to any communication and we're doing our best to return emails as fast as we are ableWe are not a full service travel agency and we are a technology company that works with resorts and wholesalers in distributing excess
inventoryUnfortunately, there were inventory issues as a result of an error related to the original allotment and nothing was oversold intentionally. We apologize and take responsibility for this errorIf the original inventory existed, we'd be the first to accommodate any folks who purchased it - however, after speaking with all parties involved as soon as we knew this was not feasible; we mutually decided the best course of action was to process refunds ASAP and notify those affected. We did not intend to thrash anyone involved including the wholesaler, ***, *** ***s or the guests who purchased this packageWe can assure you that you were refunded in full on February 3, and this audit trail is attached. If you wish to further discuss your situation and any other circumstances that adversely affected your vacation, we encourage you to email the details to [email protected] so our management team can properly review and come to a resolutionWe truly appreciate your patience with this process as it will take some time to sort through the details*** has also offered similar/alternate options at other resorts and we encourage you to contact them to discuss these options. Again, our sincere apologies for the inconvenience this has caused and we will continue to work towards a positive resolution.Best Regards,FreshTrips Team

Good evening,Thank you for reaching out and addressing your concerns via this forumOur Cyber Monday deal was not a scam by any meansThere were inventory issues which affected guests including yourself who were then refunded in full as also discussed in our email communications sent on
January There were over trips successfully filled from the Cyber Monday deal and the remaining were affected due to inventory issues.We were not working with the resort directly as we had an arrangement with a wholesalerWe've done our best to communicate this arrangement to all of our clients since the beginningWe are being as transparent as possible which you can see by taking a look at the attachments as well as our landing page dedicated to this: https://fresh-trips.com/travel-blog/Additionally, we have been looking at those cases adversely affected by these cancellations on a case-by-case basis and we encourage you to email your information to [email protected] with as much information and documentation as possible so our management team can propose resolutions including further compensation.Your refund was processed on February 3rd as promised and you also should have received a receipt stating this (audit trail of refund is attached) Additional attachments include our open letter to Royal Resorts, email communications with you and general emails sent to those affected.Please let us know if you have any further questions regarding this and we are happy to find a mutually acceptable resolution.Best Regards,FreshTrips Team

Good evening,Thank you for reaching out via this forum and we apologize for any inconvenience and stress this situation has caused. All of the circumstances surrounding various issues involved with the [redacted] Cyber Monday promotion has played a role in the delay of confirmations being delivered....

Your case specifically we dropped the ball on and the delays you experienced were unacceptable. The $999.75 was immediately refunded after you made contact with us on February 9th and we've attached the audit trail from our processor showing this. It was never our intention for this situation to be handle as it was, and by no means was the runaround acceptable by our team. We also have been providing our guests affected by this with future travel vouchers that are bookable through a very reputable 3rd party wholesaler directly in the future.Please let us know if you have any further questions and we appreciate your patience throughout this entire process and sincerely apologize.Best Regards,FreshTrips Team

This response is not good for us, since we had a group of 14 people book this deal, and only 4 of them got confirmations. The rest of us had to pay a full price to join the rest, since we all had flight reservations, which are not refundable. We did receive a refund from Fresh Trips for the original booking, but that only covers a part of the full cost we had to pay. The additional cost came to about $1500 per couple (or per room) at the same resort. So as far as we are concerned, Fresh Trips owes us $1500 of additional cost per couple. If they satisfy this, we will consider this matter closed, otherwise we will file a complaint with small clams court against them. Please let us know what, if any, will be done, so can proceed. Thanks.P.S. Also, we all tried to contact Fresh Trips by phone and email, and they did not responded to any of them. They do not answer the phone, and do not respond to emails we sent.

First of all I was not the only customer Fresh Trips "dropped the ball on".  There were hundreds Of customers that paid for Cancun [redacted] All Inclusive that did not get their hotel reservations.  I know for a fact it also happened to the family we were traveling with.  My trip was for Feb 13, 2016 and after not getting a confirmation from Fresh Trips I contacted Visa for a refund on my credit card on February 9, 2016.  The worst part was Fresh Trips and [redacted] strung us along with false promises that they would book.  I made alternate hotel plans 4 days before my trip.  I couldn't cancel because my family of four booked non-refundable airfare tickets.  As for the third party travel agency and voucher deal.  The offer came the Wednesday before my trip.  I did contact the agency but the deal was not only not comparable as the hotel was not rated as well as the [redacted] and the room was not a suite and the agency tried to charge me $300 more.  I spent $1,600.00 just for accommodations and they were not All Inclusive.  Fresh Trips/Fresh jets should pay me $600.00 and that doesn't even include the extra expense of meals and airport transfers that were part of the deal I paid for.