International Cruise & Excursion Gallery, Inc.

Review: I originally purchased vacation plan with Registry Vacations in Fall of 2013 (my payment plan started on 9/18/2013). I had signed up for a $1500 vacation package that included two, seven night resort stays and a cruise package. After thinking about the plan I had purchased (within the set time limit) I called back with the intent of cancelling the plan because I knew I would never go on a cruise. When I spoke with the representative they offered me the chance to not cancel altogether, but move my plan to a $1000 vacation package with one seven night resort stay and a cruise package, but that they would change the cruise package to a resort stay for me since I would not purchase the plan with a cruise package (because, as I had told them, I do not like cruises). This all happened in September and October of 2013. I scheduled a vacation with Registry Vacations in February of 2014 that would take place in March of 2014 using my one, seven night resort stay package. When I schedule that resort stay they were very helpful and also reiterated to me (after I double checked again) that my other certificate was noted in my account as being changed to a resort stay (not a cruise), but that I would have to call back to get it scheduled as the online program would not work and they would have to override it. I was assured by the agent I spoke with and then a manager that these changes were noted on my account and that I would have nothing to worry about. I went on that initial trip using my resort stay certificate and everything was excellent. I have been trying to contact Registry Vacations and speak with someone to schedule my next and final resort stay with the company since March 2015. I knew that I had to schedule it because my certificate would be expiring soon. I called the Registry Vacations number 2 or 3 times in March only to be told that (first) they could not schedule the trip for me and I could only take a cruise, (second) that yes they did see the multiple notes on my account saying it should be transferred to a resort stay, but that they had to contact some higher manager to do that and that they would call me back (which never happened) and then (three) they just put me on hold for upwards of 30 minutes and redirect me to someone who does not know what is going on or I am disconnected from their phone system. After all of these phone calls in March and April of 2015 I was finally put in contact with a woman named [redacted] at extension 4344. [redacted] was very helpful in listening to my situation, but said that it really was not part of her department and that she could redirect me back to the resort and cruise department which never answer their phone. I have spoken with [redacted] 3 times in the last week and she listens and is helpful and even admits that yes she can see the notes on my account that say I was promised my cruise certificate would be changed to a resort certificate- she even contacted someone within the company to re-instate my certificate through July 2015 since in the time that I had been trying to contact the company it had expired. The last time that we spoke (Monday, April 27) she said that she was giving my case and information to her boss so that she could speak with someone else about my experience and how it was not being handled and that I would hear back from her. It has been over a week and no one has contacted me. When I tried to call back today I was sent to voice mail.Desired Settlement: I paid $1000 for this package. I have used half of the package that was sold to me. I have been unable to talk with anyone that will honor the multiple notes on my account stating that my cruise certificate can be changed to a resort stay - they all refer to me a higher individual who never gets back to me. I would like a cash/check refund for half of the purchase price that is owed to me since I have been unable to schedule the resort vacation package that is noted in my account.

Business

Response:

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 Sears Registry Vacations package on September 18, 2013. The cost of the package was $999.00 with a down payment of 99.00 and twelve (12) monthly payments of $75.00. To date the package has been paid in full. It is Ms. [redacted] claim that when she purchased the package she was advised she could convert her cruise certificate into a resort certificate. Ms. [redacted] made this request as she was not interested in cruising. She further states she has contacted our agency several times and has been advised that the certificate will be converted; however, it must be completed by the manager. Unfortunately, the conversion has not taken place and Ms. [redacted] has not been able to book the resort vacation. Based on the information reviewed in the complaint Ms. [redacted] was advised she could convert her cruise certificate to a resort certificate; however, it appears the delay has occurred because the cruise certificate in question is only for 3/4 nights. In order to convert the cruise certificate to the resort certificate the length of the cruise must be a 7-night certificate. It appears this is not a fact that was explained to Ms. [redacted]. In the best interest of customer satisfaction, we are honoring Ms. [redacted] request to use her cruise certificate for a resort stay. We have made contact with the appropriate departments and made them aware of this matter. Ms. [redacted] will need to contact the following individual who will assist with booking her resort stay: Sears Vacations – Robert Hillman ###-###-#### / Ext. [redacted] Tuesday and Thursday 9:45 am to 7:15 pm Wednesday 8:00 am to 4:30 pm Saturday 7:00 am to 5:00pm 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

Consumer

Response:

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,

Business

Response:

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.We have reviewed Mrs. [redacted] inquiry and in the best interest of customer satisfaction, we have cancelled her account effective May 27, 2015 and issued a refund for $500.00. The refund will be processed in seven (7) separate transactions as follows; six (6) payments of $75.00 and one (1) payment of $50.00. The refunds will be processed back to the credit card on file ending xxxx-[redacted] exp. 1/2016.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

Review: On June 5, 2014, I received a phone call from Josh Jones with RCI telling me about a cruise vacation package. He told me of various deals and had me use my tablet to get on a website. By the end of the conversation he had convinced me to purchase a cruise that I had a year to book and two years to take, three hotel certificates and a bonus 3-7 night stay at the resort of my choice. He had me speak with his supervisor, [redacted], and later a [redacted], who confirmed my promise to pay. I explained that I was not comfortable using a website to look that the various vacation packages, not only because I prefer things on paper, but more importantly, I was limited to a seven inch tablet and found it difficult to use. He promised a "package" in the mail that would explain all. I asked him, and confirmed with [redacted], that I had ten days to cancel if I changed my mind. On June 14, 2014, I got my mail upon returning from work. I opened a single page letter from RCI Travel congratulating me on my package, giving me access to a website and promising a RCI Travel Hotel Savings Specialist would call me within the next few business days. The bottom half and entire reverse side of the paper was all financial information, the reverse a Truth In Lending statement for International Cruise & Excursion Gallery Inc. My immediate thought was "who is this and when did I deal with them". I picked up the phone to speak with Josh Jones only to leave a message saying I had concerns and wanted to cancel. I left messages for him everyday for the next few days, and then every week. I tried several times to reach somebody, anybody else through the telephone number I had, and unfortunately, to use their phone "transferring" system, one had to know a last name. I didn't have [redacted] or [redacted]s last names. Life went on, I had half way resigned myself to the fact that I was stupid enough to be suckered into a vacation package and continued to leave messages, each one explaining that I was furious about just that, being suckered into a vacation package and that I thought is so very convenient that I received the "package" on the tenth day, too late to cancel, and that I had yet to receive the phone call from the "specialist".Desired Settlement: So far I have been charged in June, and July via credit card. It wasn't until I left a message saying somebody better call me back real soon because the credit card they were charging was no longer valid. I received a call back on August 1st from [redacted] who explained that [redacted] Had been sick and his supervisor [redacted] had been terminated. [redacted] promised me his personal attention and said he would have a "package" explaining everything to me, and taht he would see what else he could do for me because I was so upset. I asked several times why he hadn't offered to refund my money to me and he basically ignored responding other than once he said he thought I really wanted to go on an Alaska cruise. He did eventually transfer me to another person who took my bank account info so that August, and future deductions may be made. September will deducted from checking account on September 7th.

Review: I too was contacted by a company claiming they are Explore Cruise & Travel. I feel for the package because just the month prior I had updated my account info on [redacted] to allow Explore Cruise & Travel contact me regarding travel packages. I thought the sales person was legit, they were claiming [redacted]. After paying my deposit of $195 I waited for my email confirmation they "claimed" would come. It NEVER came.

They also claimed that after a day or two I could access my package via logging into [redacted]. Well it's been three months and NOTHING.

I did receive a small letter in the mail with two certificates. In the letter they provided me a URL to access my account ([redacted]). I logged in with the login info they gave me. The site prompted me to change my password, I did now I no longer have access to the site. I called the 1-800 number, explained the issue and the customer service rep hung up on me. I waited a few minutes and called back. I got a different customer service rep this time, I told her I needed help logging into my account. She said "sure, not a problem" then immediately put me on hold. That was 15 minutes ago.

Nothing they sales person promised (other than taking my money) was correct. I have no access to their fake website, customer service reps keep me on hold or hang up on me, the travel package is not accessible through [redacted] as promised.Desired Settlement: I want to cancel this purchase. I want my money refuned ($195 deposit and two months of $175.67 payments).

Business

Response:

Re: [redacted]

Dear Sir or Madam: 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 our records [redacted] purchased an Explore Cruise and Travel Package. The cost of the package was 3,195.00 with a down payment of $195.00 and eighteen (18) monthly payments of $175.67. Based on the information provided in the inquiry she was unable to access the website after making her purchase. The member states she contacted our agency to rectify the issue, but was disconnected during one call and placed on hold for an extended period time during her second call. [redacted] is apprehensive about the program due her experience. Based upon [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the membership effective January 21, 2015 and a refund will be issued for $546.34. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted]. Please note that the refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution [redacted] banks with and will be issued in three (3) separate refunds. . 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

Review: we purchased a vacation package on May 9, 2014. $99 dollars was drafted on May 12th for the first payment. After being sold a specific cruise package for a set price, validation completed and all set we received a call asking for more money for the cruise. We chose to cancel the membership due to sketchy things being told. On May 20th, 2014 I spoke directly to [redacted], ext [redacted] regarding cancel and refund. I was told 7-10 business days refund would happen. I was told NO other drafts would be made since cancel. I sent an email the same day for confirmation of the people I spoke to and what was told. ( I cc myself). After waiting 10 business days I called and left numerous messages for [redacted], for [redacted] ext[redacted] and for [redacted] ext [redacted]. I also emailed the same people. Another payment of 114.28 was drafted from our account on 06/07/14. Today I was finally able to get [redacted] to answer the phone. He disregarded all my emails, calls and concern for refund and additional money drafted. I was transferred to another person- [redacted], ext 4234-who once again said "oh we will cancel and you should have your money in 7-10 business days". I have paid 30 dollars to my bank to cancel any future drafts from this company. I have each email sent and can forward if needed to prove my attempts to contact and get resolution. I explained that if not resolved I would contact Revdex.com. I have had no response from ICE.Desired Settlement: I want my $99 and my $114.28 refunded.

Business

Response:

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 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 ICE Rewards Membership on May 10, 2014. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56.

On May 20, 2014, Mrs. [redacted] contacted our agency and requested to cancel the above referenced membership due to discrepancies with pricing she received for a cruise. Due to an administrative delay in processing her recession, the account was not cancelled before the next monthly payment of $114.56 was deducted from her account.

Based upon Mrs. [redacted]’s request to terminate within the allowed ten (10) day recession period, we have cancelled the membership effective June 9, 2014 and a refund was issued for $99.00 and a subsequent payment of $114.56 was refunded on June 13, 2014. The refund was issued back to the credit card we have on file ending in xxxx—[redacted]. 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,

Resolution Specialist

Office of the President

Consumer

Response:

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,

Review: I signed up for Govvacatiorewards.com on 11/29/13, after a phone call from [redacted] (I have at this moment no access to his full name). I recall him assuring me that I could cancel at any time for a full refund in the next two weeks. I do not recall being told that I would be stuck in a 2 year contract after that period without recourse. Somewhere after the second billing in early December (~12/12/13) I realized that the times and prices offered on the site were not a match for those I could find independently and decided to cancel. I was then informed that it was over two weeks since initial purchase and they could not refund my money as per the terms posted on the website. At this point, this was fine with me, as all I wished to do was cancel future services and no longer be charged. After a number of phone calls, I was told that this was possible and I would not be charged in the future and my subscription had been canceled. I asked for a confirmation of cancellation and was told a supervisor would email me that information. I was then on travel for the next month and it skipped my mind and I was unable to review my accounts until today when I discovered I have been continued to be charged.Desired Settlement: OVC Cruise & Travel should have ceased charging me after 12/07/13. Charges from 1/07/14 and 2/07/14 should be refunded. If this does not sound reasonable enough, I am even fine with leaving those charges in place as long I receive confirmation that my account is closed and that I will no longer be charged for their services. Thank you.

Business

Response:

February 12, 2014

Re: [redacted]

Dear Sir or Madam:

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] purchased a Government Vacation Rewards Select Access Membership Upgrade on October 11, 2013, which contains a ten (10) day right of recession. The cost of the membership was $1,999.00 with a $99.00 down payment and eighteen (18) monthly payments of $114.56.

A review of the file shows that on November 14, 2013 Mrs. [redacted] contacted our agency and advised that she wished to cancel the above referenced membership because she could not find a vacation package that worked for her. The member was advised that she was outside of the rescission period and a refund could not be issued.

Based on our records, Mrs. [redacted] had several conversations with our agency on November 14, 2014 and confirmed that she understood that she would not receive a refund; however, she still wanted the membership cancelled and all future payments ceased.

Based upon Mrs [redacted] statements that she did not want to remain in the program and in the interest of customer satisfaction, we have decided to cancel the membership effective February 12, 2104 and a refund will be issued as requested for the December and January payments. The refunds will be processed in two separate transactions for $114.56 per payment; this includes the $9.00 processing fees. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted]. 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,

Resolution Specialist

Office of the President

Consumer

Response:

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 would like to confirm that this resolution will also include the refund for February (in addition to the stated refunds for December and January), as your letter explicitly states that I was promised no further charges after our discussion on Nov 12. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a cruise/vacation package which included 2 weeks of time shares. Those weeks were scheduled in [redacted] on 1/04/14 and 1/11/14 at 2 different timeshares. While staying at the first [redacted] we noticed construction equipment at the second place, [redacted]. On 1/05 I inquired of their managment what was going on and was told they were renovating and [redacted] was supposed to have notified me. I had received no notification. There was jack hammering, balconies had been removed and even though they were taking guests my husband questeioned whether it was physically safe. I was allowed to see the room we had been assigned for 1/11 and discovered due to the musty odor and dust it would have been medically unsafe for my husband and me to stay there because we both have lung conditions that would have made us sick. I immediatley( 1/05)called the [redacted] vacation number ([redacted]) and asked to be placed in another timeshare. I was told the deadline had passed and I could not cancel. They did not address the fact that I had not been notified of the renovation. I explained that I was already in [redacted] and did not want to cancel but wanted to be moved to a place that would not make us sick. I called at least once and sometimes several times a day and spent hours on the phone. I was never allowed to speak with a supervisor but was told that I would have a place and they were only awaiting e mail conformation of the reservation. I continued to call and late Thursday evening was told that they just had to wait for email and nothing could be done. I explained I had to check out of my timeshare Sat 1/11 and leave [redacted] because I would have no place to stay. [redacted]. who manages [redacted] said they would move me to another of their properties but since I had booked with [redacted] they could not. I spoke with [redacted],[redacted] and [redacted],( who said he would contact [redacted] who handled relocations and she would call me) during this time. I never heard from [redacted]. As of today 1/14, I am back home and still no one has called me. I would like to have my week reinstated to be scheduled at a later date at my conveniance and my $ 181.99 paid for upgrade to 1 bedroom returned since I did not use the timeshare.Desired Settlement: I would like to have my week reinstated at a time and location of my choice and a refund of the $ 181.99 I paid to upgrade to a 1 bedroom unit.

Business

Response:

January 16, 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 a resort stay at the [redacted] in [redacted] for seven (7) days at a cost of $181.99. Her dates of travel were from January 11, 2014 to January 18, 2014. We understand that due to renovations that were taking place at the property Mrs. [redacted] claimed that she was unable to stay at the resort. Based on our conversations with her, Mrs. [redacted]s believes indicated that our agency should have been notified of these renovations prior to her check-in date; however, we have no record of any notification from the resort property. While we are not responsible for the condition of the properties that we book for our members, we value customer satisfaction. Therefore, effective January 15, 2013 we have issued a refund for the requested amount of $181.99 which is the cost of the stay. The refund has been issued to the credit card we have on file. We have also reinstated Mrs. [redacted]’s resort certificate and set an expiration date of May 15, 2014. The resort stay was booked on June 26, 2013 and the certificate originally expired on October 28, 2013. There was approximately four (4) months left on the certificate before it expired at the time of booking. The certificate has been reactivated for an equal amount of time to what the member had left to use on her original resort certificate. 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

Consumer

Response:

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 need clarification; do I book by May 15,2014 or do I have to use by May 15, 2014 and who do I call to book this week so I can be sure It will be known by them that I have the week. I would like a certificate with reference number mailed to me, and I will accept the resolution.

Regards,

Business

Response:

January 21, 2014 Re: [redacted] Dear Sir or Madam: We would like to thank you for bringing Mrs. [redacted]’s position to our attention. We can provide the following explanation as a clarification and update to our earlier letter concerning this matter. Mrs. [redacted] can apply the certificate to another vacation by booking a trip before the expiration date of May 15, 2014; the actual travel can be completed at a later time. If she wishes to book the week by phone with an agent, she may reach an agent at telephone number [redacted]. For clarification, there is no certificate or voucher to send in the mail; however, if she would like to verify that she has the certificate she may log on to the website at [redacted]. The username will be the member ID number and the password will be the last four (4) digits of her home number unless the member has logged in previously and changed the password. We would like to thank you for the opportunity to clarify the status of this matter by providing this additional information. Best Regards, [redacted] Resolution Specialist Office of the President

Consumer

Response:

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 2/15/2014 for the business to perform this action and, if it does, will consider this complaint resolved. $ 181.99 should be returned to my credit card account by then.

Regards,

Review: TOOK OUT A TRIP ON THE REGISTRY VACATION PACKAGE. WHILE THEY CANCELLED THE PACKED AFTER TAKING THE MONEY OUT 7 DAYS BEFORE AND ARE NOT OFFERING A REFUND ON MY ACCOUNT. EVER PERSON THAT I SPOKE TO FOR DAYS HAD DIFFERENT INFORMATION AND DID NOT EVEN KNOW ALL THE DETAILS.Desired Settlement: BEING THAT MY TRIP WAS CANCELLED I NEED MY $299 BACK BECAUSE IT IS NOT RIGHT TO TAKE MONEY FROM SOMEONE AND NOT OFFER THEM THE SERVICE. THIS IS VERY BAD ON [redacted] AND THE FACT THAT THE COMPANY IS A GREAT COMPANY. THE PEOPLE AT REGISTRY VACATIONS ESPECIALLY JULIO ARE VERY MUCH MANIPULATIVE AND UNPROFESSIONAL.

Business

Response:

Re: [redacted] Dear Ms. [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] purchased a [redacted] Registry Vacation Package on March 5, 2014. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00. Based upon our records [redacted] made the initial deposit for a package of $149.00, but when the first payment was due in April 2014 the payment came back as unauthorized. The payments went unauthorized through the May 13, 2014. On May 13, 2014 [redacted] contacted our agency and advised she wished to cancel the package. On May 14, 2014 [redacted] spoke with [redacted] and informed her that the account would not be cancelled as she was outside of the ten (10) day rescission period and was advised a supervisor would follow up with her to further discuss the matter. The supervisor did attempt to reach the customer on May 16, 2014 and left a message at the home number for the customer. On May 24, 2014 our Finance Department attempted to re-run the customer's credit card to collect the past due April and May payments. We successfully collected a payment of $75.00 on May 24, 2014. The initial payment for June came back as unauthorized on the date due. We attempted to collect the payment again on June 16, 2014 and was able to successfully process a payment for $75.00 to cover the May payment. Based on the history of unauthorized charges the account was cancelled on June 23, 2014 with no refund. The customer was outside of the rescission when she made the initial request to cancel in May and was not entitled to a refund when the account was cancelled on June 23, 2014. However, in the interest of customer satisfaction, we will issue a full refund for $299.00. The refund will be issued back to the credit card we have on file ending in xxxx—[redacted]. Please note the refund can take approximately seven (7) to ten (10) business 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. Best Regards, [redacted] Resolution Specialist Office of the President

Review: I purchased a hotel from [redacted] and I used them before and was told you guarantee refunds if not satisfied with purchase . I booked a 15 day stay at L' hotel island south in Hong Kong . The web says it comes with living room mini bar , mini fridge and it's a 4 star hotel . I check in and my room was dirty , covered in dust , pubic hair in the tub. There was no mini bar , mini fridge or living room . The hotel has a do not disturb setting in the room but they tell come in the room or call or knock they ignore the setting . they half clean the room and the room was non smoking and I could smell the smoke from other rooms through the vents . The room thermostat is only adjustable during the day at not it drops down on its on to a colder setting . The hotel was more of a 3 star not 4 . [redacted] charges more then the hotel days if I would have booked it through the hotel it would have been a lot less. I called repeatedly and got no satisfaction with [redacted] , just a blow off. The hotel was so bad before I checked in the Taxi driver asked me was I even sure I wanted to go here instead of a better hotel. You guys even advertise 6.5 kilometers from the airport.but its about an hour drive . Definitely not happy with the service . It was so bad the hotel even offered me a suite for my next stay and an apology but I probably won't ever vacation in Hong Kong again.Desired Settlement: I would like a full refund or at-least half and an apology . Customer service should be more concerned and less aggressive about blowing people off.

Business

Response:

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

Consumer

Response:

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.

Why would I stay at a hotel after that experience , your company states you guys handle unsat service and hide behind naming your company different names yes I used my star card out of convenience but I'm starting to see I need to file a complaint with [redacted] to ban you guys from future business practices . If you can't stand by your company don't screw military people in the process

Regards,

My husband and I purchased a travel club membership in Oct. 2014 in the amount of $3,500.00, paying part of it off for a 1 year period. We have just finished our last payment and have yet to be able to use it for any vacation. We were told we would get a $500.00 credit toward a stay or cruise. We were not told we couldn't use it at one time, but in $100.00 increments. Therefore, having to take 4 or 5 vacations in that year to make it of any use. When we did try to book a vacation in Gatlinburg, Tn. and Myrtle Beach, SC, we were told there were no openings until, possibly, the following year, therefore our "$500.00" credit was null and void, plus we would have to renew our membership for the following year costing us again. We checked out the cruise prices, which we found to be more than other travel companies and the cruise line itself. For all this, we sat for 3 hrs. of high pressure salesmanship, by 3 different salesmen, during our Florida vacation to receive nothing for our $3,500.00. It was a total misrepresentation of their "Travel Club" and a scam at that. I would highly recommend you do not even go to their presentation, because you won't get out of there without signing on the line to receive absolutely nothing!!! I wish they would have a class action suit going against this company. Buyer beware!!!!!!

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

My husband was deployed to Afghanistan and I was looking to take my children on a short vacation. After searching the web for military friendly sites I found Government Vacation Rewards who are somehow affiliated with MWR and also with the Military Star Card program. I signed up on the web, a free service, to see what I could find. Some time after I initially signed up, I was called and given a big spiel about their Select Access program which you pay a membership fee for but supposedly get more rewards. I told them I needed to speak with my husband first about joining ($1999 fee but with a small down payment and monthly installments with my Star Card). They insisted this program was well worth it, etc. and that I would be allowed to cancel within so many days so no loss either way. Well, although I wasn't sure, I decided to put down the initial payment and see what the husband thought. After deciding to cancel, I called, cancelled an was told my refund would take up to around 10 days. OK, fine. Well, I kept receiving calls from GVR telling me that I needed my husband to call and have a three-way conversation with them for my protection and to be able to have it done. Ok, my husband is deployed to Afghanistan. He doesn't have the time to fiddle with something like this and wasn't able to be on the phone during certain hours of the day which would correspond to their hours. This is not only a lie that he needed to call, it was completely ridiculous of them to continue to make this difficult for me. After several phone calls stretching over a month, it finally was cancelled, however it took just as long for my refund to be given. And I then accrued interest on it. BUT, after that I noticed they charged me another time for what would have been the first monthly installment. And it has now been over a month since I was charged and was just informed via phone that their last attempt to refund me didn't happen due to a glitch. I first signed up back in the beginning of August, called to cancel three days later and it is now October 15th and I still don't have my refund. It supposedly went through today but won't show up for another 5 or so business days. I am so livid and completely disgusted with this business. They tried to take advantage of a deployed soldier's spouse and didn't do WHAT they said they would WHEN it was supposed to be done. I advise no one to use this business EVER!!!

Review: I have been a member of [redacted] for years. Upon renewing my membership I was told that I had to renew at a rate that was not on my site. My membership renewal rate should have been $19 as my contract was for ten years, thereby entitling me to renew at this rate. I paid the amount that I was told that I had to pay, but afterwards I realized that I had been given incorrect information. I called and was told that the error would be corrected, that my account would be suspended during this time for a couple of weeks and then I could pay the $19.. My account was suspended and I have paid the $19 but I still do not have access to my account .Desired Settlement: I would like for my account to be reinstated with all my prior privileges, an apology for the deceptive practice of the salesperson, and points added to my account as promised 75000 points. I would like acknowledgment to my credit card provider that all the charges should be reversed.

Business

Response:

April 26, 2016

Re: [redacted] 11410164

Dear Sir / Madam:It is Mrs. [redacted]’s claim that as a long time GVR member she is entitled to renew at an annual rate of $19.00, but when she contacted our agency her account was renewed at a much higher rate than advertised on our website. Mrs. [redacted] contacted our agency to inform us that we had made an error and was told the issue would be corrected, but the account would be suspended for a couple of weeks. Consequently, Mrs. [redacted] was charged for a membership extension rather than the renewal. As a result, she has requested her account be reinstated and all of her previous privileges and reward points be added to her account.

Our research showed that Mrs. [redacted] was inadvertently charged for a new a GVR Select Access Membership extension rather than being charged her annual $19.00 renewal rate. Mrs. [redacted] filed a dispute with her bank for $130.00 and $87.00. Subsequently, our agency lost the disputes on 4/12 and 4/25. To date all funds have been returned by her bank with the exception of $19.00 for the renewal fee. According to the records, Mrs. [redacted] paid a $149.00 down payment and $87.00 monthly fee totaling $236.00, but she only filed a dispute for $130.00 and $87.00, which totals $217.00, the credited amount was less the $19.00 for her annual renewal. I have adjusted the account to reflect the one (1) year renewal. The new expiration date is 2/11/2017. Mrs. [redacted] will not receive the 75,000 points bonus as she only renewed her account and the 75,000 bonus points are only given when a full account extension is completed.

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 provide additional details surrounding this matter.

Best Regards,

Shannon P[redacted]

Review: I contacted Gov Vacation Rewards for a Motel room in [redacted] Tn for April 16-19 2015 for $228.00 on my Star Credit card, I had to cancel the week before because of family issues and they said I would get 100% credit since I was well within timeframe to cancel.. They cancelled my request but never credited my account. . I rescheduled for May 7-10 at the same time and they charged me $268 for new booking. I called numerous time to get my $228 credit, and they said it will be done and they will call me but it still has not happen. My booking ref for April 16 is [redacted] and Order ID is [redacted]. Once again I was within time frame to cancel.Desired Settlement: I would like to have my credit card (in their file) credited with $228.00

Business

Response:

Re: [redacted] Case # [redacted] Dear Sir or Madame: 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 and our resolution concerning this matter. Our records indicate that [redacted] and [redacted] were enrolled with a two (2) year membership in the Government Vacation Rewards program on February 6, 2015. Our records indicate that on March 6, 2015, the [redacted] made a reservation to stay at the M-Star Hotel [redacted] Airport for three (3) days commencing April 16, 2015. The cost of this stay was $228.00. Records further indicate that on April 13, 2015 the [redacted] cancelled this reservation and the $228.00 was refunded to their Star Card ending in 8526. Unfortunately, due to a system error, this refund did not reach the bank, and therefore did not post to the [redacted] account. I have contacted the Manager of our finance/accounting department and he has completed the refund manually effective July 1, 2015. Please allow seven (7) to ten (10) days for the refund to post, depending on the particular institution the [redacted] bank 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

Consumer

Response:

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,

Review: We purchased a cruise and resort package for over $3400.00 In addition we paid RCI another $762 for this resort called Aston Aloha Beach Hotel. In addition to that we paid $131 to the resort for service fees for amenities. The resort was in terrible shape. The amenities promised were work out and 2 pools and spa. Only one small was in use.

We were promised by RCI that resort was an elite resort where movie stars went. The carpets were stained. The wood was rotted everywhere. The sheets were worn to the point that they had holes in them. We had to put pieces of card board between drawers so they would not roll out and trip us. The shower had rust all over the faucets and mold on the mats. The mattress on the beds were very old and saggy. We were promised kitchen presented 3 meals a day and served only 2. The micro wave did not work and the building was filled with contractors who were working on the building which lead to a lot of noise in and out of building. This was not an exchange package, we paid for it. When we called RCI they told us there was nothing they could do but take this off their inventory. We should have complained to the resort. Since we purchased the package through RCI we told them we should get restitution through them. they told us again there was nothing they could do.Desired Settlement: We would like to have restitution of the money we paid for this trip and would like others to know of the poor service that RCI supplies

Review: Was sold a vacation package Sale Price of $3460.96, (priced at $3100, with 18 payments of $181.22, at 6.5015% interest). The package included a "premium" Cruise Vacation for two, and a "dream" 7-night Resort Stay. The package states that "It's easy and convenient to use, just call [redacted] or visit RCIcruiser.[redacted] to plan and book your resort or hotel vacation of a lifetime!" I've been on the phone with them for hours, on multiple attempts, each time the phone is disconnected and they never call back. The available vacations are extremely limited. Was advised that when booking a cruise to the Caribbean on [redacted] for 8 days beginning on October 4, 2015, that I would have to pay an additional $932.65 for taxes and port fees. This means my total expense for this dream vacation - would be $4393.61 ($3460.96 + $932.65). I went to the [redacted] website, for the same exact cruise - the total cost is $1537 which includes taxes and port fees. I want to cancel this package, and get my money back. I was told that they cannot and will not give me a refund. This was a bait and switch. This was false advertising. I want my money refunded in full.Desired Settlement: Refund of $3460.96

Business

Response:

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

Consumer

Response:

The 10-day recession period is not long enough, especially since the package is sent via postal mail and does not arrive immediately. The recipient does not have enough time to review the material and respond within 10 days. The monthly payment is automatically charged to your credit card, for 18 months, and the buyer should be able to cancel this entire package at any time - which I tried to do at the beginning of the offer.At no time was I told that the total taxes and port charges would be approximately $900 per cruise, in addition to the total $3299+. It was presented in a manner that made you feel as though the cruises and the resort stays would be covered in the $3299+ amount. Because I was going to lose the $3299+ if I did not make reservations by 4/17/2015, I had to go forward and book the cruises. I would like them to be more upfront with customers about the total estimated additional charges. There are numerous complaints posted about this online. I also do not feel that their offerings are very wide, there are just a few places to select, and the website for making the selections requires that you know where you want to travel - instead of letting you give a date and see all the available choices.

I have reviewed the response made by the business in reference to complaint ID [redacted], and will wait until for them to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: This company promised me a refund 3/9/2013 and has failed to return my money!

I booked a hotel room at a resort. When my family & I came to check in on 3/8/13 there was no place to check in. We called [redacted] Vacations to see where we needed to check in. They refused to tell us anything until I gave them my card number. I asked why would I need to give them my card when I have already paid for everything. The lady replied,"It's just in case anything in the room gets ruined." So I gave her my card number. They directed us to their office([redacted] 6th Ave) & they failed to tell you they were actually in N. [redacted] Beach,not south where we were & where our resort was. Hours later, we get to their office & are directed to a box to retrieve our key. We then discover that they put us in a much different resort, no where near as nice, even though I had itinerary for the resort I chose. By this time it was late & we had no choice but to go to the room they sent us to. When we finally arrived we didn't know which room to go to. We went to the front desk & they knew nothing about us or our reservation. So we called [redacted] Vacations, again! The lady told us that we "were not supposed to go to the front desk" & she told us what room to go to. When we walked in the room was disgusting! There was broken Christmas balls in the floor. Other Christmas trash in floor, under the beds & behind the dresser. There was hair all over the bed(on the pillows, on the sheets, & on the comforters.) There was hair all in the floor, in the bathroom, hair on the toilet, all over the towels, & in the tub & shower! The microwave had old food crusted in it. There were dirty dishes, the stove was dirty, & the fridge was dirty. There was a couch that was absolutely disgusting & fifthly! I called [redacted] Vacations right away and complained about the room they sent us to! I was told "Well you can go somewhere else & return the keys in the morning!" By this time it was almost 11pm. I then got on my phone to get another room somewhere else. I checked my card and [redacted] Vacations took money from my account! When I returned the key (along with the envelop and everything that came in it) first thing the next morning, a guy assisted me and called me to the back. He said he was the manager & I explained everything to him. He apologized for their "mix up" by sending us to the wrong resort and for the room they sent us to being so dirty. I told him about the money that was taken from my card. He apologized again and promised that my money would be returned "Within 2-3 business days." I waited weeks and still haven't received my money back. So over the year of 2013 I continued to call to see about by money. I last talked to their manager [redacted] who apologized and promised me my money & I still haven't received it! After a while, [redacted] over time started avoiding my calls. She was busy, or at lunch & would return my call that same day. But never did. [redacted] Vacations has failed to return my $85 even after admitting they were in the wrong & after promising me my money back! Now here it is almost a year later, still no call back & I still don't have my money back!Desired Settlement: I want them to send me a check for the $85 they took from my credit card. My credit card accumulated fees because of this so I closed this card.

Business

Response:

March 6, 2014

Re: [redacted]

Dear Ms. [redacted]:

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 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 into this matter and have has found the following: Mrs. [redacted] booked a resort reservation through [redacted] Cruise and Travel Collection on February 27, 2013. The stay was booked for the [redacted] Resort by [redacted] Vacations for a 1 Bedroom 1 Bath Oceanfront Condo with travel dates of March 9, 2013 to March 11, 2013. The cost to Mrs. [redacted] for the reservation was $162.00.

Our records indicate that on March 11, 2013 Mrs. [redacted] contacted our agency and spoke to [redacted] in our Travel Department and informed her that there had been a problem with the stay that was booked and the accommodations were unsatisfactory. Ms. [redacted] contacted our supplier and opened a ticket for the issue and was advised we would receive a response within 48 hours.

Records also indicate on March 15, 2013, Supervisor [redacted] contacted Mrs. [redacted] informing her that we had not received a response from the supplier resort with a resolution. Mr. [redacted] informed Mrs. [redacted] that we should have a resolution on the matter by Wednesday of the following week. Mrs. [redacted] indicated that she was fine with that and was pleased that the matter was being worked on.

On March 18, 2013 it appears that we still had not received a response from the supplier resort. Therefore, this matter was escalated to upper our management at which time it was determined that we would refund Mrs. [redacted] the $162.00 paid for the stay that was booked. A refund in the amount of $162.00 was processed back to her Visa credit card ending in xxxx—[redacted] exp. [redacted] on March 18, 2013.

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 that refund that Mrs. [redacted] referred to in her complaint. Mrs. [redacted] will need to follow up with her financial institution to determine when the funds were credited back to her account.

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

Consumer

Response:

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.

This issue hasn't been resolved! [redacted] still owe me $85. You, the Revdex.com, says it's up to Westgate Cruise and Travel to pay me since we made the reservations through them. Westgate Cruise and Travel are saying they paid me back, and did but only for the money they took. But [redacted]s took $85 from my card.

Sincerely,

Regards,

Business

Response:

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

Review: I believe this company misrepresented themselves in order to scam me out of $2000.00. On September 12, 2013, I received a phone call from a company identifying themselves as Government Vacation Rewards which I later found out that they are really (International Cruise & Excursion Gallery, Inc) . A sells man spoke with me for over an hour convincing me that they were affiliated with the military never once mentioning their real name "International Cruise & Excursion Gallery, Inc". I was hesitant at first but when he started telling me about the vacation packages and the great deals that the military was offering which was part of the Morale, Welfare & Recreation (MWR) , I began to listen. I am a retired soldier with 26 years of active duty time so mentioning MWR earned my trust more because I am very familiar with MWR. You can find them on every military installation. He also told me there is at a better deal which included a free 7 day cruise if I pay $2000 and be a member I believe up 2 years, and let me know that I could use my Military Star Card to charge the full package which I was supposed to received in the mail. (and as of today December 9, 2013, I have never received anything in writing from them). I really believed him then because the Military Star Card is a credit card that is only authorize for the military department stores/gas stations on post. During the conversation my main concern was can I cancel and will this benefit be passed on to my son if I die. He assured me that I could CANCEL anytime. Never once did he tell me that I only have 10 days to do so. Never once did he tell me that the rest of the information was online and for me to go and read it. He talked to me on the phone for so long that I felt he had told me everything I needed to know and to include telling me just to wait on the package to come in the mail. About two weeks later I realize that I did not want the deal. I just did not feel comfortable with it. I called them around Sept 24, 2013 and asked for the agent that I spoken to. They said he was not in and to leave a message and he would call me back. I am not exactly sure the date, but he did call me back leaving a message saying he was returning my call. I called him back on Sept 27, 2013, and told him that I want to cancel. At first he asked my why and I said because I am not really a traveling person at the moment and I don't have $2000 to just throw away. After he realized that I was not changing my mind, he then said cancellation is handled by a different department and he would transfer me there. Once he transferred me, a gentleman came on the line trying to convince me why I should not cancel. After I continued to say I don't want to hear any speeches from them, I just want to cancel the membership like I was told I could do. I became upset and because I became upset demanding that I just want to cancel, they are now using my behavioral as a diversion instead of getting to the core of the complaint. I learned this through the Military Star Credit card dispute and fraud department when I put in the dispute asking them to do a full investigation to include getting a copy of the actual recording between the salesperson and I. I sent them a two paged document explaining every detail to the best of my ability and they sent my two page document. After receiving their response Nov 19, 2013, I learned they sent my complaint to Government vacation rewards (which is clearly not their true name). Their letter informed me that their was not a valid dispute. The letter went on to say that the Government Vacation Rewards has advised them that they have researched the amounts on their end and did not find any discrepancies between sales and/or bookings and therefore, the current charges will apply. After receiving the letter, I called and spoke to the gentleman that closed the case of. His name is [redacted] of the Military Star Credit Card dispute/fraud department. He said his department does not really investigate and this is why they could not get a copy of the recording (that will prove this sales person told me I could cancel any time) and he further said that they forward my written complaint to them and they can only adhere to what the business response is.I complained about. Mr. [redacted] asked me if I told the someone when I called into cancel that I said "there are better deals out there"?. I told him I said this at the latter part of the conversation after they kept giving me the run around and I was upset at the time. He then said well this is what they are emphasizing their case on. I told Mr. [redacted] that him giving them my complaint gave them time to build their case against me. I told Mr. [redacted] that it was not right for him to give them my written complaint and they will not release the full recording of the conversation I had between the initial sales person and me on Sept 12, 2013 which will prove how he misrepresented the Military, MWR, Military Star Credit Card and telling me that I could cancel any time. I further spoke with Mr. [redacted] asking him how can they say they have 10 day cancellation policy when everything was spoken to me by telephone. Never once was it mentioned that I had to go online and read their guidelines, policies and procedures. I was told I would received a package in the mail regarding what he had talked to me about over the phone to include information about the free 7 day cruise that as I said earlier, I have never received. My complaint can be substantiated if the recording is released. I asked them to let me listen to the recording and they refused. They told me everything was recorded. I feel, if there was no wrong doing on their part, they should have no reason for not letting me hear the agreement I made between myself and their sales person telephonically.

If you would like for me to mail you a copy of the dispute I sent to Military Star Credit card, I can do that immediately.Desired Settlement: I would like this corporation to see how they cannot take advantage of military personnel and get away with it. It seems they have some sort of agreement with the Morale, Welfare and Recreation facility (MWR) which is a civilian business that works with the military but the presentation they used is misleading, and misrepresenting both MWR and the Military Star Credit card which is how they manipulated me into purchasing their product.

Business

Response:

December 13, 2013

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 a Government Vacation Rewards Select Access Membership on September 12, 2013. The cost was $1,999.00 with a down payment of $449.00 and four (4) monthly payments of $387.50 until the membership was paid in full. The file history shows that on the date of purchase Mrs. [redacted] took advantage of the pay in full option and paid off the membership in two (2) payments of $449.00 and $1,550.00.

On December 3, 2013 we received a fraud dispute from [redacted] of the FA-E/Exchange Credit Program regarding the aforementioned membership. We researched the matter and have determined that Mrs, [redacted] left a voice message with our call center within the ten (10) day recession period but was not available for a conversation with our customer service representative until well after the expiration of that recession period. In that later live telephone conversation, she indicated her desire to rescind the membership agreement. For purposes of resolving this matter appropriately, we will agree to recognize that Mrs. [redacted]’s voice message within the recession period is her election to rescind. Therefore, we can agree to the cancellation of the membership and issuance of a full refund.

Based on our findings and at Mrs. [redacted]’s request, we have now cancelled the referenced vacation membership as of December 3, 2013 and a refund in the amount of $1,999.00 has been processed back to her credit card on file ending in xxxx--####. The refund(s) was processed in two separate transactions; one (1) $449.00 down payment and one (1) payment of $1,550.00. It can take approximately three (3) to five (5) business days for the credits to be processed and refunded to the account 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,

Resolution Specialist

Office of the President

Consumer

Response:

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,

Review: Starting June 6th, I was in contact with this company to cancel my flight to [redacted] due to a military move, and wanted invoice to give to my travel insurance company. They failed to get me this. After one week, I followed up with this company 7/16/2014 where I spoke with moses who was very helpful, he stated that the tickets are refundable, but there is a 300 dollar fee. Where I was given statement of charges from him via e-mail. He stated that the remainder of the funds would be credited back to my military star card. This was 7/16/2014. They have hold times for customer service represenatives of 20-30 minutes, there is no direct communication between agents.Desired Settlement: I want my money refunded. This is a 3312 dollar refund that has not been processed, minus the fees from [redacted]s. There has been no resolution as of today as I sit on hold for 40minutes

Business

Response:

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. According to our records, [redacted] purchased four (4) airline tickets through our agency departing on [redacted] on November 20, 2014 and returning November 30, 2014 on the same airline. The total cost service charge for the tickets was $3,311.92.00. Based on our information, [redacted] contacted our agency on July 14, 2014 and requested to have the aforementioned flights cancelled. Upon cancellation [redacted] indicated he needed to have a confirmation sent to him via email to confirm the cancellation for insurance purposes. According to the [redacted] ticket policy, [redacted] incurred a $300.00 per ticket cancellation fee for a total of $1,200.00. As of August 4, 2014 we submitted a refund to the member via check ([redacted]) in the amount of $2,111.92. The check was sent to [redacted] via [redacted] Overnight on August 4, 2014; tracking number [redacted]. 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

Review: About a month ago, I purchased an airplane ticket on the [redacted] vacations website. As with any airline website, payment if necessary before the purchaser receives any type of confirmation for the ticket purchase. It was a four step process, and I gave them my debit card information in hopes that I would receive confirmation for my purchased ticket. When I got to the confirmation page (step 4), an error message came up that said, "your purchase can not be validated at this time, please try again later." I was confused when I got to this point, so I went back through the process of purchasing the same ticket in hopes that I would FOR A SECOND TIME get confirmation of my airplane ticket. When I got to step four again, I received the same message. At this point, I decided to check my bank account to see if they had debited me. Well, they did. They took out over 700 dollars and gave me NO CONFIRMATION of my airplane ticket purchase. I had to contact my bank, file a claim, and precede to dispute these charges with this company. I spent over 12 hours on the phone between [redacted] (my bank) and [redacted] vacations and could NOT seem to get any answers in reference to the 'missing' money. This company did eventually figure everything out, but I used over 1000 minutes attempting to get all of this situated when it should have never happened in the first place. When I eventually did get in touch with a supervisor, she told me there was a 'glitch' in the system and that it would never happen again.

I recently heard from another military spouse that she (2 days ago) is going through the same thing with this [redacted] rewards website. I am frustrated as a military spouse because a website that is operating on this level of professionalism should not be associated with our military at all. There are people out there that make very limited money, and when a company like this is taking their money without giving confirmation of purchase and then making people wait hours on hold to get answers is completely unacceptable through my eyes.

This company debited my account twice (when I only needed one ticket), over drew my account because they took more than was necessary, and then made me feel as if I did something wrong because of their lack of professionalism and organization. Every single representative I talked to was rude. Every single representative had no clue what was going on. The supervisor I talked to lied to me because this problem was not just a glitch in their system. I know this now because it happened to a friend on mine as well 2 days ago.

I would like something done about this. I had to spend lots of money to fix their issue and they did nothing but get frustrated that I even called and complained about the 700.00 plus dollars they took out of my account with no proof of confirmation. To say the least, when everything was 'fixed', if you will, the flight was absolutely horrible. I was treated like sm and had to spend 2 days in an airport because of the way their conduct business with the companies they work with.

It isn't fair, and I do not want any other military member, active or dependent, to go through the hardships I had to with this business they say is rated the best for military vacations. As far as I am concerned, they are scamming people and it is not fair. With all do respect, please address this issue so that no one else has to encounter the issues that this company refuses to solve. Thank you so much & I sincerely appreciate you looking into the well being of our military members hardworking funds.Desired Settlement: I would like either my money back, or a portion of my funds back. I missed a portion of my vacation because of their actions, and had no funds for a few days because they decided to over debit account. I had to borrow money to go on vacation because this company couldn't fix the issue they caused. Not fair at all, and I want something done about it.

Business

Response:

Re: [redacted] Complaint ID #: [redacted]

To Whom It May Concern:

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 researched and documented our findings.

On June 20, 2013 Mrs. [redacted] attempted to create an air reservation through our online system. Unfortunately, there appears to have been an issue with our online booking system which caused the reservation to be incomplete. The system did debit Mrs. [redacted]; account on a pre-authorization for a single reservation. Our records indicate the member called in with her banking institute on the line and during that call the pre-authorized funds were released back to the member. .

Our records also indicate that Mrs. [redacted] reattempted an additional air reservation on the same day online; this reservation was not completed as the bank declined the air charges. In summary our records indicate that there were two online reservations attempted and only one pre-authorization was charged and subsequently released. Mrs. [redacted] was able to confirm and make payment for her air reservation with our live representatives.

We must refer the concerns expressed regarding the level of service that Mrs. [redacted] states she received to [redacted] for consideration, as the flight experience is their responsibility. We respectfully decline the request for the refund as the air reservation was utilized. However, as a good will gesture we would like to extend $500.00 in Vacation Cash, this has been placed on Mrs. [redacted] account for future use.

We apologize for any inconvenience our online booking systems may have caused Mrs. [redacted]. Our technical support department will work to ensure these instances are addressed and corrective measures will be taken. We would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Resolutions Specialist

Office of the President

Consumer

Response:

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,

This company has good prices for vacation, but they are very sneaky with the charges and will always try to add more than advertised. They always have an excused for the extra charges and will always quote the small letter the y know people never read. Customer service is not willing to work with you and refunds are almost impossible. Be careful when booking with them, if you decided to do so.