International Cruise & Excursion Gallery, Inc.

We ( family cruise of 9) was sent 5 hours away to a port in Miami vs the port in Jax where I live...it was our first cruise so we trusted our agent Bonnie J[redacted] to supply us with all the info needed...I called over a dozen times to discuss this cruise( nervous I would miss something ).. I even called 5 days before because I found out there was a Port here..I called to ask y we couldn't use the port here...she said and I quote " because then u wouldn't get to c the other ports..from jax it goes straight to the Bahamas but from Miami it'll stop at the other ports" when I called for an explanation it was all my fault because I didn't properly read the itinerary they said...IF I TELL U I AM PLANNING TO C OTHER PORTS I THOUGHT THEY WERE INCLUDED...I DIDNT KNOW EACH THING HAD TO BE LISTED...I FIGURED IF EACH PORT HAD TO BE LISTED U WOULD HAVE LUSTED THEM SINCE SHE KNEW WE WERE TALIKNG ABOUT GOING TO ALL THREE PORTS...IT WAS OUR FIRST TRIP...NOT HERS...SHE FAILED TO GIVE MY FAMILY WHAT SHE PROMISED...it will absolutely not be our last family cruise but it will be the last time I use them because of the response I received...little sincere apology but a lot of blaming me

Re: [redacted]: We would like to thank you for bringing Ms. [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, on October 19, 2013 Ms. [redacted] purchased a RCI Cruise and Resort Vacation Package. The cost was $3,299.00 with a down payment of $199.00 and eighteen (18) monthly payments of $181.72. Seventeen (17) of the payments have been made, with the final payment due April 21, 2015. Our records indicate that Ms. [redacted] completed a sales validation at the time of purchase. She was advised at that time, she could review the terms and conditions and the benefits of the program via the RCI Cruiser website. Records reflect that Ms. [redacted] has viewed the web site extensively. On the website is does indicate that the vacation package can be cancelled within ten (10) days of purchase to receive a full refund. We have no record that Ms. [redacted] exercised this option within the recession period. This vacation package included several vacations, consisting of two 7 night cruises, one bonus 3-4 night cruise and, either one 7 night resort stay or two 3 night hotel stays. The bonus 3 – 4 night cruise had expired, however, in the interest of customer satisfaction, we have extended the certificate for an additional six (6) months and Ms. [redacted] will only need to book her bonus cruise, not travel, by September 30, 2015. She can book the bonus cruise by calling our cruise department at 1-866-707-8412 extension 2421 and referring to her account number [redacted]. Furthermore, records indicate that Ms. [redacted] has booked 2 of her 3 cruises. One was booked on March 12, 2015 cruising to Hawaii on October 10, 2015 and the other one was booked on March 15, 2015 cruising to the Western Caribbean on April 10, 2016. The only additional fees Ms. [redacted] paid at time of booking her cruises, was for the cruise line pass through fees and any upgrades she requested. These fees were disclosed during the above mentioned recorded validation. Our agency does offer a Best Price Guarantee and Ms. [redacted] is certainly welcome to contact our cruise department, at the number listed above, and speak to a cruise specialist, who will be happy to review our Best Price Guarantee with her for her Western Caribbean [redacted] Cruise that was referred to in her complaint. 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

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 [redacted] package on June 23, 2014. The cost of the package was $3,195.00 with a down payment of $195.00 and eighteen (18) monthly payments of $175.67. Mr. [redacted] stated he was unable to log on to the [redacted] website and search for vacations using his resort certificate. We have researched this matter further and determined that our agency had been experiencing some technical difficulty with the website. As a result the option to search for vacations using the resort certificate was temporarily removed. As of today’s date the option to search for vacations using the resort certificate has been restored. We have made contact with Mr. [redacted] and advised of the following resolution. He has confirmed that he has logged on to the website and the certificate is visible again. As a courtesy and due to the inconvenience Mr. [redacted] experienced, we have provided him $200.00 in Vacation Cash to offset any additional upgrade charges he may incur due to his inability to book his desired vacation. We would wish to thank you for the chance to clear up the status of this affair by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

February 18, 2016

Re: [redacted] # [redacted]

Dear Sir / Madam:

We would like to thank you for bringing Ms. [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.

Our records indicate that Ms. [redacted] purchased an RCI Vacation Package on April 25, 2013. The cost of the package was $1,699.00 with a down payment of $99.00, followed by twelve (12) monthly payments of $142.33. Ms. [redacted] did book her cruise to Alaska on April 30, 2014; however, the resort certificate expired and Ms. [redacted] was able to extend the booking date by paying the extension fee of $99.00 on January 13, 2016.

Our records indicate that Ms. [redacted] booked a resort stay at The [redacted] for a check in date of April 9, 2016. Unfortunately, there was a longer than normal time frame getting notification that the booking was not confirmed as the date selected was not available. All funds associated with this booking have been returned to Ms. [redacted]

Our travel department has reached out to Ms. [redacted] and re-booked her into The [redacted] to her satisfaction. As compensation for her inconvenience, and in the interest of customer satisfaction, we have also refunded her the $99.00 extension fee.

We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Re: [redacted]  Case # [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 Sears Vacations Select Access Membership on July 15, 2015.  The cost of the membership was $1,499.00 with a down payment of $149.00, followed by eighteen (18) monthly payments of $87.00. Our records reflect that Ms. [redacted] contacted our company on August 28, 2015 and made a reservation at the [redacted] club for check-in on January 14, 2016, for three (3) nights.  Ms. [redacted] p**ced the reservation on the **yaway p**n.  Ms. [redacted] made two (2) **yaway payments, one on August 28, 2015, for $105.09 and the second one on September 28, 2015, for $105.08.  Ms. [redacted] called back several weeks **ter and cancelled the Holiday Inn reservation and made another reservation for the Westgate **s [redacted] Resort and Casino for check in January 14, 2016, for four (4) nights.  The agent cancelled the Holiday Inn reservation and refunded the two (2) **yaway payments that Ms. [redacted] paid as mentioned above. Ms. [redacted] called on January 5, 2016, to confirm her reservation, and unfortunately, the agent inadvertently confirmed the reservation for the [redacted]n **s [redacted] instead of the Westgate **s [redacted]  When Ms. [redacted] tried to check in at the Holiday Inn, there was no reservation for her.  Fortunately, the hotel accommodated her, however, charged her for the stay in the amount of $678.00.  We certainly apologize for this inconvenience, and our records indicate that a refund check in the amount of $678.00 has been issued effective Friday January 21, 2015, and mailed to the address on file, which is the same address on the comp**int.  Ms. [redacted] was refunded the two (2) payments she made on the reservation to our company, and also refunded the amount she paid the hotel for the reservation.  She was ultimately able to spend the week at the hotel at no cost to her.  Again, we certainly apologize for this inconvenience.  No further compensation is warranted at this time. We would like to thank you for providing us with the opportunity to c**rify the status of this matter by allowing us to provide and exp**in the additional facts involved. Sincerely,Jannelle [redacted]

Resolution Specialist   Please confirm the above response was sent to the Customer,Thank you Alicia RivasLegal Office AssistantInternational Cruise & Excursions Gallery, Inc.15501 N. Dial Blvd.Scottsdale, Arizona 85260Office: [email protected]

I didn't stay a week I stayed 3 days it was not for free Sears Vactions took 20,000 points off my account that should be returned back to my account

Re: [redacted] Dear Sir / Madam:

We would like to thank you for bringing Ms. [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, Ms. [redacted] purchased a Government vacations Rewards Select Access membership on December 10, 2013. The cost of the membership was $1,499.00, with a down payment of $99.00, followed by eighteen (18) monthly payments of $89.78.

It is Ms. [redacted] claim that she purchased the membership, but has not been able to utilize the service and find travel for less. She stated she was advised she would receive her membership details in the mail, but she has not received those materials to date. She further states that upon paying off her balance she was to receive a free vacation, which she indicates she has not received. As a result, she has requested a full refund and to be placed on the Do Not Call list.

Upon review, it appears that the bonus 3-night getaway and $100.00 dining bonus was added to the account on 01/04/2016. However, in the interest of customer satisfaction we are honoring Ms. [redacted] request for a full refund, as we understand that certain aspects of the membership did not benefit her vacation needs. Effective January 13, 2016, we have cancelled the membership and issued a full refund. It may take approximately seven (7) to ten (10) business days for the refund to be processed back to the account, depending on the financial institution Ms. [redacted] banks with.

We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

February 12, 2016

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

As mentioned previously, the information provided on Mr. [redacted] original complaint included an incomplete phone number ([redacted] and a different email than the one listed on his account. So you know, the phone number Mr. [redacted] provided in his rebuttal ([redacted] failed once again to match the phone number on his account. Fortunately, Mr. [redacted] provided a booking number that allowed us to locate his account. In pulling up his account, I could see that his last name was misspelled. Unfortunately, this created a difficulty in locating his file by his name. I have made the correction to his name. Using his account number, [redacted]n the future, will allow us to assist him in a timely manner.

Mr. [redacted] indicated that the [redacted] Hotel he stayed at did not serve a complimentary breakfast, as the others he has stayed at do, and that the elevator did not work. We do not own, operate or maintain the hotels and/or resorts available to Mr. [redacted] through his membership. Therefore we would not be able to list that information on the web site.

We have taken Mr. [redacted] feedback regarding the USD/CAD exchange and provided it to the appropriate management to ensure we address those concerns. It is our goal to provide our members with exceptional 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. Further, as a good will gesture, we have added $200.00 in vacation cash to Mr. [redacted] account for his use in booking his next vacation.

We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

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 just saw that [redacted] responded to my complaint on Revdex.com website.

 

They said they refunded the whole amount, however, they still owe me $257.10 ($99.04 down payment and one more payment of $158.06).

 

I do not know how to get ahold of them to get the remaining amount. The letter says they refunded my money to my credit card “on file” which was my [redacted] credit card (which is now closed)…. The bank statements that I sent you show that they only refunded $948.36 (6 payments of 158.06 – but I really made 7 payments plus the down payment).

The attached letter is from [redacted] explaining what happened. However, the number provided on this letter to contact [redacted] is just their general number and it is impossible to find the right people to talk to.

 

They also did not address my reservation in Las Vegas for July 3rd – 6th….

 

Can you assist further with this?

Regards,

Re: [redacted]

Dear Ms. [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 researched reviewed and documented our findings the facts in this case and we would like to provide you with additional details surrounding our findings and resolution this of this matter.

We have conducted additional research in this matter and have made contact with [redacted]s. In speaking with Manager, [redacted] he confirmed that the $85.00 charge was for the cleaning and linen package. He advised that this is a standard charge that is applied to each reservation. Although the [redacted]’s did not stay the full length of the stay and occupied the property for a few hours, Mr. [redacted] indicated that the fee would still be assessed.

At this time the refund and resolution to this matter needs to be facilitated directly through [redacted] as Westgate Cruise and Travel does not have the ability to refund the member the $85.00 fees as requested.

If the members wishes to pursue this matter and obtain a refund all inquiries can be addressed to [redacted] and the address listed below:

[redacted]s

At this time Mrs. [redacted] has been refunded all funds associated with the resort stay that was booked through our agency. We do not have record of an $85.00 charge in our system and unfortunately are unable to assist with issuing the refund in question.

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

Best Regards,

Resolutions Specialist

Office of the President

My family and I took a vacation this summer and I purchased the motel rooms for everyone to stay in, I tried booking through Government Vacation Rewards as I was booking the prices they had on the site were 3 times as much as the prices per room directly from the motel, I did some research and found that on Bookings.com the same rooms were also 3 times cheaper, I called Government Vacation Rewards because they have a lowest price guarantee but after spending nearly an hour on the phone with them they told me that the package had to be exactly the same or they didn't have to offer the lower price, the [redacted] had a breakfast included. They then informed me that if I spent $2500 on their select package I would receive the lower price. I also pointed out to them that the hotel had the exact package but when they researched it they came back with another reason why their $375 per night room compared to $130 directly from the motel was a far better room, (smoking, nonsmoking)
I wanted use my Military Star Card because the interest rate is so low, so I bought the rooms at the ridicules amount.
I also wanted to rent a car for my son and tried renting it through the Government Rewards but when I tried booking it I was forced to call only to get the run around why the price of the rental went up 3 times higher in just minutes but if I purchased the Select Package I could get the lower rate, then the customer service rep that I was talking to assured me that it was a great deal because she was a 6 yr retired vet and had purchased the package also, the problem with that is you have to be in the military for 20 yrs to get retired status, she was most surely using (falsely) being in the military as a sells tactic.

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 am not satisfied with the proposed resolution because I have already been told that my request for the conversion of the cruise portion of my package to be converted to a resort stay would be honored on multiple occasions and it has never been honored.  After almost 2 months of phone calls and hours of wasted time trying to contact anyone within Registry Vacations that would honor the package agreement that was sold to me I made the hard decision to contact the Revdex.com in regards to this issue.  I do not feel comfortable interacting with anyone within the Registry Vacations company after the numerous dead end conversations, "disconnections," and un-returned phone calls over the past 2 months.  I do not trust that whatever resort package I would book with this company (as a result of this complaint) would be legitimate or worry free for me; especially since I would have to continue to put out more money towards travel expenses (car or plane) to get to the destination and then, perhaps, find out that my resort stay was somehow not booked correctly.  In short, I am not confident that Registry Vacations will fulfill their end of the agreement, I am not comfortable in contacting them, and I am done wasting my time trying to get them to live up to their agreement after more than 2 months of trying to get them to do that already (and the only reason they are saying they will honor their agreement now is because I contacted the Revdex.com and filed a complaint!).  I would like a refund in the amount of $500.  This is half of what I paid for the vacation package agreement that Registry Vacations failed to deliver.     

Regards,

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,

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.

Thank you, [redacted], for the call.  We have called back to plan our vacation.  Between being online and on and off the phone for over 5 hours, we still do not have our vacation planned.  The cruise cost was too much for this year and we are trying to make plans for 4 two bedroom units at [redacted] (where we actually own a unit) and they say they cannot book 4 at a time and they have no idea how many rooms are available.  They can only book one room at a time and are not sure we would get all 4 rooms we need because they cannot tell how many rooms they have left.  The customer service representative actually told my wife she "is not entitled to the entire hotel".  So, she asked to talk to the manager, and he hung up on her.She has called back and is still on the phone, and we still have no idea if we can get the rooms.  I actually went to one of the resort websites that we are trying to book with RCI.  I was able to get all 4 rooms ordered at once and it was only a couple hundred dollars more.  It took me all of 10 minutes to get all the way through to the confirmation page.  Of course I did not book it, because we already paid RCI $1800 to be able to book it through them.  I really wish it was much easier to get a vacation planned through RCI.  And, I will certain not be buying anymore plans they call and offer me on a regular basis.Phone went dead on the last call.  If we call back again, we have to spend 30 minutes going through the whole thing again.  She had a place for us to stay at an airport hotel, which really had nothing for the kids.  We were also told we could not stay at the resort where we own a unit, but not sure why.  I we started this process at about 1pm today and it is now 7pm.  My wife and I were supposed to have a date tonight, which will now just be a late dinner.  AND, we still do not have the vacation planned.  Horrible!  I would actually really prefer to have a refund on the package we purchased in May because I don't believe I will have the time it takes to plan a vacation with RCI, unless I can get a call that says, "Mr. and Mrs. [redacted], We apologize for all the issues you have had and would like to let you know we have 4 two-bedroom suites booked for you at [redacted] (or [redacted]).  We hope you enjoy your family vacation."  These 2 locations, or something comparable, would be ideal for our kids and grandchildren (ages 1-33).Regards,[redacted]

February 22, 2016

Re: [redacted] Dear Sir / Madam:

It is the claim of Mrs. [redacted] that upon purchasing the membership she was assured she would receive more than 50% off published rates. Subsequently, she booked her first trip at the Pueblo Bonito Emerald Bay...

Resort & Spa Hotel for December 27, 2015. However, on their day of departure, which was December 27, 2015 Mrs. [redacted] and her family arrived at the airport and learned their flight had been cancelled. She asserts that she contacted the agent with ample time to notify the hotel of their need to change their reservations. Mrs. [redacted] notes she spent nearly five hours on the phone only to have to call the hotel directly to make the reservation, but not before learning the rate at the property was lower than what she could get through Direct Buy Travel. Mrs. [redacted] confirmed that she received a one night refund for the date change at the hotel, but is requesting the second night be refunded along with the $2,499.00 she paid for her membership.

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 membership effective February 22, 2014 and a refund was issued for $2,499.00. The refund was issued back to the credit card we have on file ending in xxxx—3442. Nonetheless, no additional refund was issued for the second night stay. Our records reflect the property manager agreed to reimburse Mrs. [redacted] for only one night as a result of the date change. Per the terms and conditions no changes can be made to a reservation after 24 hours with the exception of a name change. The property granted the refund due to the extenuating circumstances. 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.

Best Regards,

Shannon [redacted]

Resolution Specialist

Office of the President

Re: [redacted] Case No. [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.

Unfortunately, according to the information provided in Mr. [redacted] complaint, we are unable to locate any Government Vacation Rewards membership purchase. It is possible that the membership may be in another name, phone number or email address. If Mr. [redacted] can provide us with the GVR account number, or another name that might be on the account, this will enable us to research and resolve this claim. Mr. [redacted] phone number on the complaint is incomplete as well.

We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Re: [redacted] File No. 11083275

Dear Sir or Madam:

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 reviewed and documented our findings and we would like to provide you with the facts.

As previously mentioned, we are unable to locate any Sears Vacation membership purchase for Mr. [redacted] or his fiancé Trisha Carle. I have reached out to Mr. [redacted] using the phone number on his complaint; however, the person answering that number indicated that they have no idea who Mr. [redacted] is.

Unless Mr. [redacted] provides us with his Sears Vacation account number, we will be unable to address his concerns.

We would like to thank you for allowing us to clarify the status of this matter by providing us with the opportunity to explain the additional facts involved.

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

September 2, 2015

Re: [redacted] Case # [redacted] Dear Sir or Madame:

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 [redacted] purchased a Government Vacation Rewards membership upgrade on January 18, 2013. The cost of the upgrade was $1,499.00 with a down payment of $149.00 followed by twelve (12) payments of $121.50 per month. This upgrade was for two (2) years with option to renew for ten (10) years at the annual renewal rate of $19.00. [redacted] upgrade did expire on January 18, 2015.

Based on the information provided in [redacted] complaint, she claims she did not have time to book her vacations, and her points that were included in her upgrade, had expired.

As standard policy, we conduct a sales validation, at time of sale, which outlines the details of the vacation upgrade. During the validation, on January 13, 2013 [redacted] was advised that her 75,000 points would expire two (2) years from date of purchase. [redacted] points expired January 18, 2015.

In an effort to resolve [redacted] concern, we have made a one-time exception and have extended her points for six (6) months from today. Her points will expire on March 2, 2016.

[redacted] can reactivate her upgrade membership, which has expired January 18, 2015, by paying her annual renewal fee of $19.00, and have use of her points.

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,

Resolution Specialist

Office of the President

Re: [redacted] Dear Revdex.com: We would like to thank you for bringing Mrs. [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, Mrs. [redacted] booked a hotel stay at [redacted] in [redacted], Florida. The travel dates were for July 5, 2015 to July 7, 2015 and all charges were paid in advance through our agency. To review, we made contact with the property and spoke with Jennifer in the billing department and she confirmed the hotel erroneously charged Mrs. [redacted] $133.28 upon checkout, which they have refunded back to the her credit card. Mrs. [redacted] verified with our agent Ms. Hall that she has received the refund. In addition, Jennifer and Mrs. [redacted] spoke to her financial institution, who agreed to waive the $35.00 overdraft fee. 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

I requested to be put on the "Do not call" list from this travel agency last April 2014. They called my cellphone AGAIN in August 2014. I then tracked them down (operating under several names, including [redacted], and International Cruise and Excursion Gallery, Inc. ) and asked once again to be put on the "do not call" list.