International Cruise & Excursion Gallery, Inc.

Re: [redacted] Dear [redacted]: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. We have reviewed [redacted] concerns further and have found the following; [redacted] purchased the package in August 2014 and had the opportunity to cancel the package within the rescission period. [redacted] did not exercise this option during the respective timeframe. Therefore, our agency’s position remains the same at this time. Due to [redacted] financial circumstances, we refunded him $1,583.32. Our agency has provided the member with a reasonable resolution in this matter. [redacted] financial circumstances were not a factor during the four (4) months that he had the package. Moreover, if the financial matter was present during that period, our agency was not made aware of the matter by phone or in writing during the rescission period to receive a full refund. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have researched and documented our findings and we would like to provide you with additional details surrounding this...

matter.

Based on our review, Mr. [redacted] booked a 7-day stay at the Presidential Villas at [redacted] in [redacted], [redacted]. The arrival date is October 12, 2014 through October 19, 2014. Mr. [redacted] applied his 7-day resort certificate to the reservation. There were no additional monies paid out of pocket and travel protection was declined at the time of booking.

Mr. [redacted] indicates he contacted our agency and requested to book a family vacation for 4 adults with handicap accommodations and a partial kitchen. Our records reflect that Mr. [redacted] received the requested accommodations.

Upon review, we listened to the recorded call from August 27, 2014, between N. [redacted] and Mr. [redacted]. During the call Mr. [redacted] advised that there were only two (2) people being booked in the room with the possibility of family staying in the room for 1-2 nights. Ms. [redacted] verified that the requested hotel room would accommodate 4 people.

Additionally, Ms. [redacted] reviewed with Mr. [redacted] that there would be a partial kitchen in the hotel room. There was no specific discussion about the layout of the partial kitchen. Mr. [redacted] stated during the end of their call that he needed handicap accommodations at which time Ms. [redacted] advised him that she would make notations on the account; however, Mr. [redacted] would need to contact the property directly to ensure he received the requested handicap accommodations.

We have contacted the property and learned that he has a confirmed reservation for a hotel unit; as booked. The square footage of the unit is approx. 400 feet. At no time during the recorded call did Mr. [redacted] advise that he needed a larger room due to his needing to bring along his dialysis equipment.

At this time, the property is aware that Mr. [redacted] has requested handicap accommodations. The reservation is booked as a first come, first serve and the property will make every effort to assign him a handicap room upon check in. Mr. [redacted] has the option of upgrading his hotel room to a one-bedroom; however, per the property their larger units are not handicap accessible and range in square footage from 860 to 900 sq. ft. The cost of the upgrade would be at the expense of Mr. [redacted].

In addition, we immediately researched the vicinity for alternative resorts and found that, unfortunately, there were none available.

We apologize in advance for any inconvenience this matter may have caused Mrs. Robertson and we would like to thank you for the opportunity to provide additional details surrounding this matter. Best Regards, [redacted]

Resolutions Specialist

Office of the President

Re: [redacted]

Dear Sir or Madam:

We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented...

our findings and we would like to provide you with the facts and our resolution concerning this matter.

According to our records, Mr. [redacted] purchased a hotel stay at the L’ Hotel Island South in Hong Kong, China traveling March 26, 2014 to April 10, 2014. The cost of the stay was $2520.50 for two adults.

A review of the file shows that Mr. [redacted] contacted our agency and booked the reservation with Ms. [redacted] on March 6, 2014. Based on our research the reservation was booked outside of our system through Travelbound. Additionally, Mr. [redacted] located the same hotel on an unknown website. This website listed the hotel room as having a living room, mini bar, mini refrigerator, and rated as a four (4) star property. However, Mr. [redacted] states these accommodations were not provided during his stay. Mr. [redacted] also indicated that the pricing charged through our agency versus the hotels daily rate was significantly higher.

We sympathize and understand that the experience was less than expected; however, we are unable to refund Mr. [redacted] for the hotel stay that was booked. Mr. [redacted] purchased the stay through our agency as a means of using his [redacted], which is not an option through other travel agencies. Furthermore, the website that Mr. [redacted] utilized to locate the hotel in question was not an affiliated site that is regulated by our agency. Our agency has no liability for the content or descriptions of the accommodations outlined on the website. Mr. [redacted] also noted that the rate charged by our agency was significantly higher than the daily rate charged by the hotel. Our rates are quoted in US dollar while the rate in Hong Kong differs due to currency and the conversion rate. While we recognize the members dissatisfaction and apologize as such Mr. [redacted] indicated that the hotel did attempt to compensate him for the issues he encountered by offering a Suite for his next stay.

We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.

Best Regards,

Resolution Specialist

Office of the President

Re: [redacted] Dear [redacted] We would like to thank you for bringing [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like...

to provide you with the facts and our resolution concerning this matter. According to our records, on January 28, 2015 [redacted] was looking to book a weekly resort special reservation online at the [redacted] She indicated that the online pricing for the stay was $99.00, however, after she contacted Government Vacation Rewards she was informed that the price was actually $298.00. Based on our research the online pricing reflected $99.00, however, there are taxes and fees associated with the reservation, which will ultimately increase the total cost of the reservation. In this case the pricing reflected $99.00, but with the inclusion of the taxes and other applicable fees the total cost of the reservation would have been $298.00. We apologize for any misunderstanding that may have resulted in [redacted]’s negative opinion of the program. It is our intention to provide accurate pricing via our online platform, but when searching for weekly specials the price of the stay will be displayed for the length of stay and will not include the taxes and fees until the reservation is finalized. In addition, we have made the appropriate departments aware of the service that was provided to [redacted]. It is our goal to provide our members with satisfactory customer service. On behalf of our agency we will continue to strive to deliver the best quality and service in a friendly and professional manner. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Re: [redacted] Dear [redacted] We would like to thank you for bringing [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we...

would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 19, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. The Government Vacation Rewards Select Access membership included 75,000 points, $2,000.00 in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a 7 day [redacted] Certificate, a 7 Day Preferred Inventory Resort and a $200 Cash Card. The complaint, filed by [redacted] indicates she felt misled while trying to book her cruise using her points and has requested to cancel her membership and receive a refund of all monies paid. I have reached out to [redacted] and let her know that because she no longer wishes to remain in the program and in the interest of customer satisfaction, that we would certainly cancel her membership and issue her a full refund. We have cancelled the membership and issued the refund effective February 5, 2015 in the amount of $99.00 initial down payment, plus the four (4) monthly payments of $114.56 totalling $557.24. The refund will be issued back to the star card we have on file. Please note that the refund can take approximately seven (7) to ten (10) days to receive depending on the financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
I have did receive a call at the end of last week from [redacted] with the President's office of GVR, she apologized for the incident.  As of yesterday I did receive a full refund of all monies they had collected.  As far as I know, I do believe that everyone in my party was refunded and they did concede that we were all misled and profoundly apologized.Thank you for looking into this matter for me, I do believe your involvement prompted a speedy result. We attempted to get a resolve for a month with no assistance or even an attempt to call us back.  Your efforts are extremely appreciated but I do now consider this situation resolved to my satisfaction.  An apology and a refund, couldn't ask for more than that.
Regards,[redacted]

June 15, 2016Re: [redacted]Dear Sir/Madam:We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we...

would like to provide you with the facts and our resolution concerning this matter.According to our records, Ms. [redacted] purchased a Westgate Cruise & Travel Collection Membership on June 11, 2015.  The cost of the membership was $999.00 with a down payment of $99.00 and 10 monthly payments of $102.00.  Ms. [redacted] opted to pay the membership in full at the time of purchase.  It is the claim of Mrs. [redacted] that one of the benefits of purchasing is she would receive $700.00 in credit, which could be applied toward vacation options, such as onboard credits and upgrades.  However, Ms. [redacted] attempted to use said credit and was informed it had expired, which is a fact she states she was not made aware of.  Consequently, she would like to be able to use the credit as promised at the time of purchase. We have reviewed Ms. [redacted]’s claim and as a result we have extended the $700.00 Vacation Cash credit on her account until 6/10/2017 for customer satisfaction.  Ms. [redacted] needs to make note of the expiration date as the credit will expire if not used by the date indicated and no further extensions will be granted. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards, Shannon P[redacted] Resolution Specialist Office of the President

February 26, 2014

Re: [redacted]

Dear Sir or Madam:

We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We...

have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.

According to our records, Mrs. [redacted] purchased an RCI Registry Vacations package on October 20, 2012. The cost of the package was $3,299.00 with a down payment of $199.00 and eighteen (18) monthly payments of $181.22.

At the time of purchase Mrs. [redacted] completed a recorded validation call, during which all of the terms and conditions of her pending purchase are reviewed and explained. As part of the validation call, she was specifically informed that upon redeeming her cruise certificate, port charges, fuel surcharges, processing, and government fees are charged at the time of booking. Upon review of this information Mrs. [redacted] acknowledged the above information by stating “okay”. In addition, during the validation call Mrs. [redacted] was informed that she had ten (10) days to rescind her decision to make the purchase of this vacation package.

It is our opinion that Mrs. [redacted] was properly advised of the additional fees that would be associated with the use of her cruise certificate at the time of purchase. Additionally, the ten (10) rescission period to cancel the transaction and receive a full refund has lapsed, so she is not entitled to void the purchase agreement.

We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.

Best Regards,

March 4, 2016

Re: Ted F[redacted] Case No. [redacted] Dear Sir or Madam:

We would like to thank you for bringing Mr. Ted F[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts.

We have reviewed the additional information provided by Mr. F[redacted] and our position remains the same on this matter and no refund will be issued. Our decision is based on several facts. The fact that our records indicate that Christina S[redacted] did not make our company aware of any dissatisfaction with the resort until Mr. F[redacted] mentioned it in his complaint dated January 22, 2016. Ms. S[redacted] stay was a year ago on January 31, 2015.

Further, Mr. F[redacted] researched the resort in Barbados and made his reservation on line. Upon arrival, Mr. F[redacted] indicated he felt the resort was unacceptable, left and stayed at an All-Inclusive resort where he spent $2,500.00 for the week. Our records indicate that Mr. F[redacted] did not make us aware of any discrepancy until his return, therefore not allowing us the opportunity to resolve any issues during his stay.

We have informed Mr. F[redacted] that we do not own nor are we responsible for the operation of the hotels or resorts. As compensation for his inconvenience, we did re-activate his certificate. We have, however, taken Mr. F[redacted] feedback regarding the resorts and have made the appropriate departments aware of their dissatisfaction.

We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.

Sincerely,

Jannelle B[redacted]

Office of the President

Re: [redacted]  We would like to thank you for bringing Mrs. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you...

with the facts. According to our records, Mrs. [redacted] purchased an [redacted] and [redacted] Package on May 26, 2015.  The cost of the package was $1,999.00 with a down payment of $199.00 and eighteen (18) monthly payments of $109.00.  It is Mrs. [redacted]’s claim that she purchased the package, but she did so with the intention of being able to speak with her husband to make an informed decision on whether they would keep the package or not.  Subsequently, they opted to cancel the package and contacted our agency to advise accordingly.   After several phone calls the cancellation was honored and they were informed a refund would be issued.  Mrs. [redacted] indicated after two weeks had passed no refund had been received and a dispute was filed with their bank for the deposit amount.  Furthermore, Mrs. [redacted] noted a secondary concern about dissatisfaction with a hotel stay they booked.  Due to the unsatisfactory conditions they received a partial refund for a one (1) night stay in the amount of $58.63.  They have requested a free night or reimbursement equivalent to one night.  Based upon Mrs. [redacted]’s statements she did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective June 24, 2015.  A refund was issued for $100.00 for one (1) monthly payment.  However, our agency was charged back by the member’s financial institution on June 19, 2015 for $199.00, therefore, no refund was processed for this amount by our agency. As a courtesy, we have also refunded $66.37 for the difference for the one (1) night stay.  The refunds were issued back to the credit card we have on file ending in xxxx—3602 exp. 04/19. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.  Best Regards, [redacted] Resolution Specialist Office of the President

Re: [redacted] Case # [redacted] Dear Ms. Glass: We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we...

would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Sears Vacation package on November 8, 2014. The cost of this package was $1,999.00 with a down payment of $199.00 followed by thirty-six (36) monthly payments of $62.38. In Ms. [redacted]’s complaint, she has indicated that her primary concern is that she can not view her account, so she can not tell how much she has paid into her account, or what her balance is. When Ms. [redacted] purchased her vacation package, we included instructions, along with user name and password, on how to access the web site to manage her account. Ms. [redacted] can access mypaymentmanager.com and use the user name and password included in her purchase documents. I have further reached out to Ms. [redacted] and left her a message with my contact information. I will be happy to assist her with the web site in order that she may manage her account on line in the comfort and convenience of her own home. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Thank you so much.  You have given my confidence back as a consumer to know that we do have people like you to represent us.  Thank you so much and may God bless each one of you.

 

Merry Christmas and have a successful Happy New Year!

Ms. [redacted] S. [redacted] 

Regards,

Re: [redacted]: We would like to thank you for bringing [redacted]s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with...

the facts and our resolution concerning this matter. According to our records, on Janaury 27, 2015 [redacted] used the Sears Vacations online platform to book a river cruise through Scenic Tours for November 23, 2015 to November 30, 2015. Based on the information reviewed [redacted] received a price of $165.00 per person for the 8-day cruise. Shortly after booking the reservation she was contacted and advised that the price she received was incorrect and the cost of the cruise was actually $5,200.00. We have conducted some additional research into this matter and determined that there was an error in the pricing that was loading for that cruise. As a result of the incorrect pricing [redacted] opted not to continue with the cruise reservation and it was subsequently cancelled on January 28, 2015. We have reported the pricing discrepancy to the appropriate departments within our organization, and As a goodwill gesture and in the interest of customer satisfaction, our agency is offering [redacted] a $150.00 Future Cruise Credit to apply toward a future cruise vacation. The credit will be good for one (1) year from today’s date. There are specific redemption requirements for using the credit, which [redacted] can contact our agency to obtain the full terms of use. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Re: [redacted]: We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the...

facts and our resolution concerning this matter. According to our records, [redacted] attempted to make a reservation online at the [redacted] Upon trying to complete the reservation the system returned with an “error”, which did not permit [redacted] to finalize the transaction; however, a pre-authorization as completed against her [redacted] for $348.00. We have verified that the pre-authorization has been released and the $348.00 has been returned to [redacted]’s account. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards[redacted] Resolution Specialist Office of the President

We would like to thank you for bringing [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this...

matter.According to our records, [redacted] purchased a [redacted] Vacations Direct Access Springboard Ruby package on February 22, 2015. The cost of the package was $2,999.00 with a down payment of $299.00 and thirty-six (36) monthly payments of $93.57.It is [redacted] claim that she purchased the package on February 22, 2015 and contacted our agency within two days to cancel the package. She states she has spoken to multiple agents and made several attempts by phone and in writing to cancel the package. Based our records, it appears that [redacted] contacted our agency on February 26, 2015 and requested to have the package cancelled and a refund issued, however, the package was not cancelled as a result of not the correct customer support line for the product she purchased.Subsequently, after [redacted] failed attempts to have the package cancelled by our agency, she filed a dispute for the down payment with her financial institution. On March 12, 2015 our agency was charged back for the $299.00 down payment by [redacted] bank.As of today, the account has been cancelled and the $299.00 has been credited to the customer by her bank. There are no future payments due to our agency and there are no additional funds on the account to be refunded. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Best Regards,[redacted]Resolution SpecialistOffice of the President

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]   8

Well, I will start off by saying do not buy into this program. They charged my card the 1500 dollar buy in. When I used the program to book a flight to [redacted], they charged my card. I get to the airport and there is no flight purchased with my name, even though I have a confirmation from [redacted] I had to re purchase my ticket. The company never returned my money. Or gave me any compensation. They still call to extend with them, what a joke, and a rip off.

My husband & I booked an Alaskan Cruise (for June 2016) through RCI, to celebrate my husband's birthday. We were given a price before booking the cruise, & we were told that it would cover all that we wanted (upgrade to balcony). We paid for the cruise, & were told that we were paid in full. Months later we received a call, & were told that we owed more money (we paid it). We were later called, & told again that we needed to pay more money. We instead wanted to cancel the cruise, but were told that we would loose our money (we paid for insurance). We are now paying more than double the price of the cruise, than my sister & her husband (they did not book through RCI).

Re: Richard Wilson # [redacted] Dear [redacted]: We would like to thank you for bringing Mr. Richard Wilson’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would...

like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on April 24, 3013. The cost was $1,499.00 and [redacted] paid in full at the time of purchase. On October 8, 3014 we received email correspondence from [redacted] indicating that he was upset about not being able to book a cruise that he had found on the website on line and using his points,. At that time, we had discovered that our web site was not reflecting the correct pricing and only reflecting the cost of port fees and government taxes without any cost for the actual cruise itself. When [redacted] tried to book the cruise on line, the booking system would not process his request. Two issues occurred: he did not have enough points in his account, and website was experiencing technical difficulties. We took immediately steps to correct the web site. However, when this was explained to [redacted], he got upset claiming it was a “bait and switch”. Our records indicate that [redacted] used 50,000 points to book some air fare, on [redacted] in August of 2013, which did not leave him the correct points needed to book the cruise. We have been working on this issue and felt we had arrived at an equitable solution for both [redacted] and our agency and called [redacted], leving him a message. [redacted] returned our call this morning and we were able to get him booked on the cruise of his choice. We added 25,000 points to his account, which allowed us to book the cruise as a featured redemption into the cabin category that he wanted. His only out of pocket expense was $202.80, which was a 65% reduction. [redacted] was thrilled and we completed the booking. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

The referenced bank statement is not attached.  Please provide so that we can investigate further.

Thank you