International Cruise & Excursion Gallery, Inc.

Review: On 4/14/2014 I fell into the trap of purchasing a certificate for vacation that I can use all around the world. That certificate was set to expire 4/14/2016 according to the documentation that was mailed to my house. On 9/30/2015 I'm ready to book my vacation and I was told the voucher expired and that I couldn't book anything and I just lost $500.00. I asked for my money back because is really a ripoff. I have two small children and could of used that money for something else. They just tried to sell me another so called certificate and of course I was not going to fall in the trap again. I was given the run around and was just asked to put $99 down to pay another $500. This is truly a rip off. Please help, I would like my money back. The bogus member I'd is [redacted]. something has to be done about this company.Desired Settlement: I would like my money back from these thiefs. Is a shame that they are stealing from people like that. $500 I can use for my children.

Review: In August of 2012 I made a reservation for two plane tickets to Copenhagen, Denmark and reservations for two on the [redacted] Cruise Line through RCI, as a very special gift to my wife and myself for our thirtieth wedding anniversary. Because the plane was cancelled we missed the cruise ship departure from the dock and your company's representatives have informed me that I would only be refunded $1000 US dollars of the $3384 cruise fare. Since RCI set up all reservations I feel I should be refunded the entire amount of the cruise fare ($3384) or given a cruise of equal value to the one I paid for.

The details of the situation are as follows: The flight that was cancelled was [redacted], flying out of Albany, NY on Wednesday, May 15 2013, to Toronto, departing at 4:50 p.m. The cruise was booked with [redacted] Cruise Line - [redacted] Star, which was sailing to Northern Europe on 5/16/2013 through 5/25/2013.

When I found out that the flight was cancelled I tried to get another flight, but there was not another one. The next morning I talked to ten or eleven agents for four to five hours at a time, trying to get an answer to the problem -- how do we get to the cruise ship? One of the agents, [redacted] said to wait for a call and someone would tell us the flight to take to the next port of call to get on the cruise ship. He was willing to fly us out to either Germany or Tallinn Estonia so we can catch the ship. When no one called I phoned [redacted] and his voicemail said he was gone for the weekend. Monday I spoke to him and he asked me, "Didn't someone call you?"

I spoke to several reps at RCI, but after many call and many more days later I was informed that RCI would give me only a credit of $1000 towards my next trip. This is not satisfactory to me as this was my 30th wedding present for my wife and it turned out disastrous.Desired Settlement: I expect a complete refund or a cruise of equal value to the one I paid for.

Business

Response:

Re: [redacted] Complaint ID # [redacted]

Dear Ms. Mullens:

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] Cruise on the [redacted] Star through our company with travel dates of May 16, 3013 through May 25, 2013. The cruise was traveling to Northern Europe. The total cost of the cruise was $3,384.27. Mr. [redacted] was offered, but declined to purchase, travel insurance at the time he booked the cruise to cover an inability to make the cruise due to illness, delay, accident, etc...

On May 15, 2013 we received a call e from Mr. [redacted] advising that he was unable to take the flights booked to Copenhagen as a result of weather conditions in Toronto. At Mr. [redacted]’s request he had the airlines refund the cost of his flights. However, he was a no-show for his cruise as he could not get to the next port of call and subsequently all funds paid towards the cruise were forfeited with the exception of the government taxes of $441.32.

Mr. [redacted] requested that our agency reimburse him for the cost of the cruise. His claim was that he booked the cruise through our agency and therefore we should refund him the cost of the cruise or provide him another cruise of equal valueSince the company acted only as the booking agent and does not control the weather conditions, the cruise line terms of travel or any other travel variables, we were unable to offer or arrange for a refund of the cruise cost. However, we did, offer Mr. [redacted] a $1,000.00 future cruise credit. The credit was offered as a gesture of good faith in an attempt to keep him as a loyal customer for the inconvenience he had experienced and was by no means an admission of error or of responsibility on our part in controlling flights, weather or cruise line policy.. Mr. [redacted] ultimately declined the compensation.

Based on the facts in this matter, we are not obligated or in a position to refund Mr. [redacted] any money for the cost of the cruise. He declined travel protection at the time of booking, which is typically purchased to cover these types of contingencies. The airlines reimbursed Mr. [redacted] for his unused flights as this was an incident related to unforeseen weather conditions.

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.

After speaking with many RCI agents trying to rectify this matter, we were assured that we would be able to join our cruise at the next port on multiple occasions. This did not happen so as my wife and I were getting more and more upset because we trusted RCI to make our experience a positive one on more than one occasion and getting disappointed every time, we kept contacting RCI to give them a chance to come to a compromise where both parties are happy but we were only disappointed again. All they wanted to return was a fraction of the total cost spent for a trip that was supposed to celebrate my 30th anniversary with my wife, turned into a now six month long disaster. I don't understand how RCI makes their customers pay an additional $200 to anticipate their failure. I spoke with one of the RCI supervisors who consistently stated that she would make my experience a happy one with RCI and told me that they would refund me with $1,000 thinking that this amount after spending close to $4,000 was of equivalent to the stress and frustration RCI has caused my wife and I. RCI wanted take $3,000 rather than $4,000 and call it "good faith"? What good is in that when we received absolutely no services from them whatsoever? We were offered no trip, no cruise, no vacation for a discounted price of close to $3,000 instead of $4,000.

Regards,

Business

Response:

Re: [redacted]

Dear Ms. Mullens:

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.

Our research of this matter has determined that the cause of the [redacted]’s missed cruise vacation was inclement weather that delayed their flights. Upon contacting our agency the [redacted]’s were appropriately advised by our agents that they could meet up with the ship at the next port of call, based upon the [redacted]’s making new flight arrangements through us to get them to the next departure city. However, the [redacted]’s chose to book their airline reservations independently and therefore became responsible to work with their airline(s) to get their flights changed. If the [redacted]’s had worked with us as we recommended, our agents would have assisted in making contact with the cruise line and advising of their need to meet the ship at the next port of call and provided the necessary flight information to the cruise line.

Based upon these facts, our position on this matter remains the same. in addition, the [redacted]’s did not purchase travel protection insurance for their cruise vacation which limited their opportunity to recoup any forfeited funds due to the missed cruise. Our agency is still offering the [redacted]’s a $1,000 future cruise credit toward a future vacation for these unfortunate circumstances

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.

First of all, I do not understand why [redacted] is writing that we booked our airline tickets independently when that is untrue and she must know we booked them with RCI. Second, I will not accept less than one third of what I paid for a cruise I never set foot on from a company that took money from my credit card so easily. I will not accept less than what is owed to me and that is the price of the cruise or a cruise of equal value.

Regards,

Review: I was told when I signed up that I would have 4 years to use my "free" 7 Day Resort Certificate, but I only have until 8/14/2014 to redeem the certificate.Desired Settlement: I would like this contract voided and all payments I have already made, including my down payment, returned to me.

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 Sears Vacations Direct Access package on August 14, 2013. The cost of the package was $2,999.00 with a down payment of $299.00 and thirty-six (36) monthly payments of $87.10 until the package was paid in full.

At the time of purchase Mr. [redacted] was entitled to receive a 7-day resort certificate to Mexico. Typically the expiration date on a certificate is twelve (12) months from the date of purchase. As a courtesy due to the customers’ vacation needs he was granted and additional three (3) years to redeem the certificate. However, when the customers’ information was entered into our system the expiration date automatically defaulted to the one year term.

We have since corrected the error and extended the expiration date of the resort certificate to December 4, 2017. The corrected date will also be reflected when conducting vacation searches through the Sears Vacations website at [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,

Resolution Specialist

Office of the President

Review: I have been a member of RCI for 7 years. I was told I would never have any trouble booking an appt and we have had nothing but issues. Takes 2 hours to reach the first person, then it takes longer to reach someone who 'acts' like they can help. Then they never have anything available, never have anyone who can help, and never have a solution to the fact that we pay all this money and never get to use the product. I think this is the worst customer service I have ever experienced in my life, the worst decision I have ever made in a purchase (due to the fact that we have basically recieved nothing in return), and quite possibly illegial. After 3 hours, my wife is on the phone now with someone who has put her on hold for over 15 minutes only to return with "what was your question?". Thinking about legal action but will have to look into this further. If anyone knows anything or has experienced the same issues, please post on this site. THis is the worst customer experience I have "EVER" experienced!Desired Settlement: Money returned or ability to book the vacations we were promised we would be able to book.

Business

Response:

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 an RCI Vacations package on May 14, 2013. We have contacted Mr. and Mrs. [redacted] regarding their concerns. In speaking with Mrs. [redacted] she advised that they were not happy with the resort availability on the dates they are interested in. However, she indicated that at the present time they are interested in taking a cruise vacation with either [redacted] or [redacted] Cruise Lines in the month of July for their anniversary. The [redacted]’s would like to take advantage of their vacation package. They have been instructed to give our agency a call and a vacation planner can assist them in locating a cruise that will fit their needs. The [redacted]’s have been advised that the selection of their cruise and availability is based on several factors; however, there are cruise options available that will permit them to utilize their cruise certificate toward the vacation. We will continue to work with the [redacted]s on their vacation plans. 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.

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]

Business

Response:

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. We have been in contact with the [redacted]’s and were able to resolve their concerns. At their request we booked four (4) two (2)-bedroom units at the [redacted] in Orlando, Florida traveling May 30, 2014 through June 6, 2014. The [redacted]’s agreed to use their two (2) resort certificates to cover the cost of two (2) of the units and paid an out of pocket of $800.00 per unit at $1,600.00 total for the other two (2) units. Additionally, we successfully cancelled the two (2) reservations that were made at [redacted] Hotel in Orlando, Florida traveling May 30, 2014 through June 6, 2014. There will be refunds issued at $1,106.00 per booking for a total of $2,212.00. The refund can take approximately seven (7) to ten (10) business days to be credited back to their account depending on the financial institution that they 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. Best Regards, [redacted] Resolution Specialist Office of the President

Review: On 5 Jan 2014 I used their service to book a hotel online, after dealing with several errors on their webpage with my credit card, for which I had to contact customer support about, I finally got the hotel booked.

On 10 Jan 2014 I checked my credit-card statement and they had charged me for more than twice the price that I had agreed to pay, and when I contacted them about cancellation of the reservation they were unable to cancel; the reservation at all, or make any changes to the reservation.Desired Settlement: Accept the cancellation for over charges

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] booked a reservation online on January 5, 2014 at the [redacted] in Steamboat Springs, Colorado. The travel dates were January 16, 2014 to January 20, 2014. The cost of the four (4) day stay in our system was $948.00. As part of the online booking process, Mr. [redacted] was advised of the hotel’s cancellation policy, specifically that if the reservation was cancelled he would be in full (100%) penalty. Mr. [redacted] was also advised of this when he received a confirmation for his reservation, which outlined the cancellation policies at the time of booking. On January 10, 2014 Mr. [redacted] contacted our agency to advise that he wanted to cancel the above referenced booking that he made online. In review, we reached out to Mr. [redacted] on January 17, 2014 to obtain additional information regarding the pricing dispute; however, we have not received a return call from him to date. Based on our findings Mr. [redacted] made a reservation via the web at which time he received a confirmation outlining the cancellation policies. The policies indicated that in this instance he had booked a stay that was immediately non-refundable. 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 had contacted the company several times in which I was placed on hold considerable amounts of time (hours) after which I spoke to a supervisor who said he was going to further look into the incident. He was unable to resolve the issue and blamed me for the dispute.I was completely unable to book the reservation online, due to the fact that I was using a specialty credit card that does not include an expiration date or security code, and the website required both those for online checkout.The time I purchased the reservation I was unaware of the cancelation policy, and I was told that the cost was going to be significantly less.I personally contacted the hotel that the reservation was made for, and they told me that if I had booked through them I would have been able to cancel the issue due to my circumstances, but because I had booked through the website I used I was unable to.

Regards,

Business

Response:

Dear Sir or Madam: We would like to thank you for bringing Mr. [redacted]’ rebuttal letter to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed his claims and this matter further and would like to provide you with our analysis and findings of this matter. As he indicated in the original complaint, Mr. [redacted] made the hotel reservation on line after experiencing some errors with his credit card. During the booking process Mr. [redacted]’s was required to check the box relating to his understanding of the cancellation terms and conditions; had this box not been checked the reservation could not have been completed. In review, our records reflect that Mr. [redacted] spoke to a supervisor who attempted to assist with his cancellation request. During the conversation Mr. [redacted] was advised that our supplier had been contacted and per the hotel’s cancellation policy if the reservation was cancelled it would be a 100% penalty of the total rate paid. The supervisor also made contact with the hotel directly and was advised that Mrs. [redacted] has also contacted the hotel and was informed that he booked a non-refundable rate. Prior to the ending of the call Mr. [redacted] asked the supervisor if the dates could be changed on the reservation and he was advised that they could not be changed. The supervisor notes that Mr. [redacted] was seemingly frustrated by the situation but indicated that since nothing could be done he would have to work something out. Based upon these facts our position on this matter remains the same. The reservation was booked on line and the pricing for the booked stay was agreed upon at the time of payment. All of the terms and conditions and cancellation policies were acknowledged by Mr. [redacted] at the time the reservation was booked. Mr. [redacted] received the appropriate confirmations associated with his travel arrangements via the email address he provided. 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: 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 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

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!!!

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 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!!!!!!

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: 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: 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: 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: 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,

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: 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]

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.

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,

Review: I received several calls from this company over the years at my job. Finally I accepted the call & listen to the sales pitch. We discussed traveling via cruises/excursions/resorts and a product/plan was offered. The offer/plan was to bank $1500 towards traveling in either 2016-2017. The representative did not mention anything about cancellation of the plan. Per conversation with Management, representatives are ordered not to discuss w/customers about cancellations. However, per "company policy" a program/plan must be cancelled within 10 days in order to receive a refund of payment. I informed the Rep that my finances are strained. As time went on, my finances totally diminished. I contacted the Rep via email on 03-21-15 & 03/28/15, several times as[redacted] for a cancellation of plan. Finally, I just called the customer service number to get some assistance w/cancellation on 04-17-15. I was told by the Supervisor, that I will have to either keep paying the plan or cancel w/o getting a refund cause my request is over 10days old. Note, I have not utilize any service/boo[redacted]s/no reservations of any kind. So I am suppose to give up the money that this company has collected!!!!! That is not acceptable.. I want my money back asap!!! No one is going to force me to pay a plan that I am not reaping any benefits. I have not sign any documents. Half the crap that Rep has promised has not panned out. I asked for a refund again on 5-07-15, since then another payment was taken out of my account and I was in the hospital incapacitated. So unfortunately, I could not call to complain or stop the draft. I keep getting the run around with this company. The company wants to offer additional points & other BS that requires more money. What the hell is that resolving??? Absolutely NOTHING!!! I ask for a cancellation, stop ta[redacted] money out of my account & refund of the funds that has been collected!!! .This company policy needs to be changed to inform customer of the BS that ensues if the customer wants to cancel at a later date. This type of plan/program is strong-arming customers and its NOT RIGHT!!!! GIVE ME MY DAM MONEY BACK!!!Desired Settlement: REFUND THE COLLECTED FUNDS ASAP!!! NO RESERVATIONS HAVE BEEN MADE EVER, SO GIVE ME MY MONEY BACK

Business

Response:

We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on November 11, 2014. The cost was $1,499.00 with a down payment of $99.00 and eighteen (18) monthly payments of $86.78 per month. Records reflect that Ms. [redacted] contacted our agency indicating that she had some water damage at her house and was having difficulty with the payments. We agreed to lower her payments for 3 months and waive the monthly processing fees and Ms. [redacted] was appreciative. Ms. [redacted] later contacted our agency and indicated that she was just having too many financial issues, at this time, and requested to cancel her membership upgrade. Based upon Ms. [redacted]’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership upgrade effective May 8, 2015 and issued a full refund. The refund was issued 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 post to her account depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

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.The company response is not accurate at all & I have verified with my bank account and only $100 was refunded. This company has collected at least $360 since Nov 2014, so where is the rest of the funds?? This company is still playing games & full of BS!!!Regards,[redacted]

Business

Response:

All refunds have been processed. The refunds may be delivered in separate transactions as they were provided, depending on the financial institution. Please allow the 7-10 business days to post to the account. If all refunds have not posted with-in that time frame, please notify us and we will follow up with the banking institutions.Thank you,[redacted]Legal Affairs Manager