Greenbelt Travel Services

Thank you for letting us know that a complaint ( [redacted] ) was filed with you I would like to state that the issue was considered resolved by the Agency when we confirmed her on the original travel dates, in the room with her friends as the client requested.When the office was contacted (9/7) about the mistake we had assured them that a solution would be made to be sure they were able to go on their trip We worked diligently with the tour company her vacation was booked through, in the middle of also solving hurricane displacement issues, to be sure something could be arranged The client was asked if a change of dates would be an option so that we were able to explore more possibilities We we examined the alternative dates, it was more money for everyone involved to change (the other reservation was now under penalty by the hotel) We went back to the tour company to press the hotel for an answer and go the approval (9/12) to add the client into the room with her friends, as was desired This made it so everyone could go on the original dates with no further costs than the original trip price We told the client of the approval, we were informed that the client had already made other arrangements and now could not travel any more on the original dates There are e-mails from the client on 9/stating we need to find something sharing a room or a hotel close, the n later that day an e-mail saying they were fine with the triple room I am confused why the client choose to arrange other plans when they knew we were working to get them on the trip this whole time.In terms of the amount of the refund in the complaint, the reservation they made was booked and deposited for two people, the client in this complaint and her boyfriend The boyfriend did not pay anything but was paid on the record by the deposit , as the client instructedThe boyfriend did not cancel with us nor did he pay which is what caused most of the problem The lack of payment in full on the trip caused the cancellation Since the boyfriend was on the record with deposit the cancel fees ($per person) applied to each traveler on the reservation The client had paid $of the %due, so the $penalty upon cancellation was removed from the amount she paid The boyfriend should pay her $for his penalty if he said he was going The remaining $is being refunded back to her credit card by the tour operator.Please let me know if you have further questions as I have the e-mail trail We considered the issue resolved when we could get her on the trip with her friends on the original dates requested, which she then choose not to go.Warm Regards,Adam R***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: as I stated before, the dates were suggested but we did not know that they were unavailable until the week prior to leaving originally so everything was miscommunicated on their endYes my boyfriend did not pay, but I told the travel agent that I’d pay a little more and that she would call me to show availability for a single in which she did not the week prior to leaving originallyIf we were offered travel insurance, in which we did not, we would not have had this problemThe travel agent consistently told my friends and I three different things that she would do and we had to hear it from one anotherThat is not anything that we would want to do because she should have communicated with all of us constantly and consistentlyShe has became really unprofessional when she was being rude on the phone when I did not do or say anything badShe also mentioned to my friend that “she wished the hurricane would hit badly so she would not have to pay us back from her own pocket”I do not like how I have been treated or the professionalism from the whole situationThe rest of my money should be refunded because all of this would not have happened if we were offered insurance, in which we could have rescheduled if something horrific happenedI did not hear anything from her until the week prior to leavingAs a travel agent, you are supposed to communicate with everyone properly in which she did notThis is very unprofessional!
Regards,
*** ***

October 12, 2017Dear *** ***,Thank you for handling complaint (***) that was filed with you. I would like to again state that the issue was considered resolved by the Agency when we confirmed the client on the original travel dates, in the room with her friends as the client requested. The client was asked if a change of dates would be an option so that we were able to explore more possibilities. When we examined the possibility of alternative dates (suggested by the client from a range we provided), they were not able to accommodate the air and hotel changes, so we informed the client that it was not an option. We never suggested that these dates would be available as a package, and never told the client to reschedule her days off. We apologized if the client felt we offered dates that would definitely, be available as a package, but this was never suggested since full research was not done. We suggested dates when the hotel had availability, thus giving us our range of dates to choose from. We went back to the tour company to press he hotel for an answer and got the approval (9/12) to add the client into the room with her friends, as was desired. This made it so everyone could go on the original dates with no further cost than the original trip price. We we told the client of the approval, we were informed that the client had already made other arrangements and not could not travel any more on the original dates. These are e-mails from the client on 9/stating we need to find something sharing a room or a hotel close. Later that day an e-mail saying the clients were fine with a triple room. Finally, the client informed us they could not go on the original dates, even though they knew we were working to get them on the trip this whole time. In fact the client keeps saying we were making them leave on short notice is not correct, as we were having them depart on the dates planned originally and given to us to work with back in June. We made sure the client was aware we were still working with the original dates. We apologize for the clients feeling of unprofessionalism and have addressed that with the independent contractor. The fact the trip was resolved shows diligent work and extreme professionalism by the Agent. We have also addressed the issue of if an agent is unable to contact the client for any reason, we are here to help as we did when the client alerted us of issues a week before the departure and we were able to get the dates they had requested. Finally, we addressed the fact that if the client is not getting travel insurance it pe put down on all documentation and written in emails. In terms of the amount of the refund in the complaint, the reservation they made was booked and deposited for two people, the client in this complaint and her boyfriend. The lack of payment in full on the trip caused the cancellation. Since the boyfriend was on the record with deposit the cancel fees ($per person) applied to each traveler on the reservation. The client had paid $of the $due, so the $penalty upon cancellation was removed from the amount she paid. The boyfriend should pay her $for his penalty if he said he was going. The remaining $is being refunded back to her credit card by the tour operator. The request to be refunded as insurance was not offered is not valid as travel was cancelled due to lack of payment and travel insurance would not have covered that

Thank you for letting us know that a complaint ([redacted]) was filed with you.  I would like to state that the issue was considered resolved by the Agency when we confirmed her on the original travel dates, in the room with her friends as the client requested.When the office was contacted (9/7)...

about the mistake we had assured them that a solution would be made to be sure they were able to go on their trip.  We worked diligently with the tour company her vacation was booked through, in the middle of also solving hurricane displacement issues, to be sure something could be arranged.  The client was asked if a change of dates would be an option so that we were able to explore more possibilities.  We we examined the alternative dates, it was more money for everyone involved to change (the other reservation was now under penalty by the hotel).  We went back to the tour company to press the hotel for an answer and go the approval (9/12) to add the client into the room with her friends, as was desired.  This made it so everyone could go on the original dates with no further costs than the original trip price.  We told the client of the approval, we were informed that the client had already made other arrangements and now could not travel any more on the original dates.  There are e-mails from the client on 9/12 stating we need to find something sharing a room or a hotel close, the n later that day an e-mail saying they were fine with the triple room.  I am confused why the client choose to arrange other plans when they knew we were working to get them on the trip this whole time.In terms of the amount of the refund in the complaint, the reservation they made was booked and deposited for two people, the client in this complaint and her boyfriend.  The boyfriend did not pay anything but was paid on the record by the deposit , as the client instructed. The boyfriend did not cancel with us nor did he pay which is what caused most of the problem.  The lack of payment in full on the trip caused the cancellation.  Since the boyfriend was on the record with deposit the cancel fees ($300 per person) applied to each traveler on the reservation.  The client had paid $924.83 of the %1849.66 due, so the $600 penalty upon cancellation was removed from the amount she paid.  The boyfriend should pay her $300 for his penalty if he said he was going.  The remaining $324.83 is being refunded back to her credit card by the tour operator.Please let me know if you have further questions as I have the e-mail trail.  We considered the issue resolved when we could get her on the trip with her friends on the original dates requested, which she then choose not to go.Warm Regards,Adam R[redacted]