International Cruise & Excursion Gallery, Inc.

Review: My husband booked a vaction through [redacted] vacations. It was the [redacted] in [redacted]. When we arrived, it was dirty. People in the hot tub were eating fruit and throwing it out into the trees. They were also eating hotdogs in the hot tub. While in the pool with my children they were playing rap music with profanity in the lyrics. My husband took my children away from the pool brought them back to the room and called [redacted] to get us out of that resort. We told them we did not feel safe there and the conditions were terrible. We did not want our children exposed to that type of enviornment. [redacted] told us to speak to the manager of the [redacted] which I did. The managers name was [redacted]. She apologized and tried to book us into another hotel but there was no availabilty. She said in order to cancel the reservation [redacted] would have to do it. I went back to the room called [redacted] and spoke to [redacted] He told me he was waiting to see the procedure to check out and if there was any other hotels in the area we could check into. I told him I did not want my kids in this filthy place and I didn't understand why he could not find another hotel and why they had to see if I could check out. [redacted]told me to go out with my family for the evening and someone would call me back later that evening. [redacted] from [redacted] called my husbands cell phone but we did not get the message til the next day. I called back right awaythe next morning when I got the message. I checked out of the [redacted] but we already had another hotel becasue it was late and we did not get any messages that night. I tried the past few weeks to speak to someone at [redacted] Vacations but every representitive I've spoken too has told me there is no supervisors available to speak too. The representitives I spoke too also have not called me back and it goes straight to voicemail. The last person I spoke to was [redacted] on August 17. He said J[redacted] was in the process of refunding my money. I have not heard or received anything from them.

Business

Response:

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

To Whom It May Concern:

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 researched and documented our findings.

On April 11, 2013 a resort reservation was created with [redacted] Vacations for a 4 night stay at

The [redacted] starting August 5, 2013 through August 9, 2013 for a

total cost of $480.00.

Our records indicate that on August 6, 2013 the [redacted] party contacted our agency to advise of the dissatisfaction with the condtion of the property and the concern regarding the behavior of other occupants at the resort. We advised that we would need to research for options, if any, to attempt to accommodate any request to change locations and that we would contact our customers back. [redacted] Vacations was able to locate an option to complete their stay at The [redacted] Our records indicate that we made three (3) calls to Mr. [redacted] (all of which are recorded) to offer the relocation on the evening of August 6, 2013. Unfortunately, our calls to confirm the change were never returned.

Additionally, the conditions of a resort establishment and the behavior of other occupants staying there are outside of the control of [redacted] Vacations. Furthermore, it is unclear if the staff at the [redacted] were given the opportunity to address all of the [redacted]’s concerns to offer any corrective options. Per W[redacted] the [redacted]’s checked in on August 5, 2013 and checked out on August 7. 2013.

We apologize for any inconvenience this matter may have caused Ms. [redacted]. As a good will gesture [redacted] Vacations will refund $240.00 for the remaining unused two nights of the resort reservation. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did receive one message from [redacted] vacations the next morning. On August 6, 2013 we were told by [redacted] a [redacted] customer service rep to go out with our family and they would call us back. That's the call we did not get until the next day and it was J[redacted] who called us. On August 6, 2013 I went to the [redacted] manager and she said because it was booked through [redacted] they could not help us. She did try to call another [redacted] but they had no vacancy. It was getting late so my husband checked us in to another hotel. I have four small children who were very tired and we needed a place to stay. On August 7, 2013 I called [redacted] back. I got [redacted], and [redacted]'s voicemail. I called again later and the next day. I left messages and neither one called back. when I got home I called again only to get more voicemails. I then called and asked to speak to a manager. I spoke to [redacted] who told me he would leave a note for J[redacted] to return my call. He also said if you do not get in touch with J[redacted] to call him back. I called him back and it was a voicemail. I then called again and asked again to speak to a manager and was told he just left. The next morning I called again to speak to a manager and was told he went home sick. I got tired of getting the run around for two weeks so I then called and spoke to [redacted] She is the VP of travel. She assured me she would get to the bottom of this and get back to me. She called me back to tell me she was still working on it. I then called her several times over the next week and still no response. [redacted] did refund me for two nights but I am looking for the night of August 6, 2013. I did not stay there that night because I was told someone would call me back. They never did If [redacted] could have resolved this there would have been no problems.

Regards,

Business

Response:

September 12, 2013

Revdex.com

4428 North 12th Street

Phoenix, Arizona 85014

Re: [redacted]

Complaint ID #: [redacted]

To Whom It May Concern:

We would like to thank you for bringing Ms. [redacted]’s recent correspondence to our attention and for giving our organization the opportunity to provide additional information.

The [redacted] records indicate the [redacted]’s checked in on August 5, 2013 and checked out on August 7. 2013. Per [redacted] party may have left the premises of the resort without checking out with the front desk on August 6, 2013. Without a completed check out on August 6, 2013 the [redacted]harged the full price of $120.00 for that evening’s stay.

The [redacted] will not provide a refund for the date of August 6, 2013. However, as a good will gesture [redacted]acations will refund our customer the $120.00 cost. Please allow seven (7) to ten (10) business days for the refund to be processed Ms. [redacted]’s financial institution.

We would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Resolutions Specialist

Office of the President

Review: I was interested in taking a vacation with my boyfriend. We don't have a lot of money so when I heard about Sears Vacations layaway program, I immediately called. I talked to a lady and told her I was interested in planning a vacation and was hoping maybe even a cruise. I explained our situation and instead of listening to our needs, she talked me into purchasing a direct access membership. I was hesitant about it but she was very persistent. I ended up putting $149 for a down payment and have been making monthly payments of $121. I have about two months left and I am furious that there is not going to be any vacation planned. The membership includes perks and discounts on different items. We are not frequent travelers so I don't know why she would think we would be taking advantages of these deals. I have called over and over explaining if I could get a refund or more clarification on what I have been paying for but I get transferred to 3-4 people. It gets frustrating when you have to repeat yourself to different people and they can't do anything about because I didn't cancel within 10 days of purchase but my understanding is I didn't have a contract and I could cancel and get refunded. I have also written an email and have not received a response. I decided to do it this way so I could hopefully get this resolved. I am also refusing to make any more payments.Desired Settlement: A refund

Business

Response:

March 5, 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 Sears Vacations Elite Package in March, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and ten (10) monthly payments of $112.50, which does not include the $9.00 processing fee per payment. This transaction comes with a ten (10) day right of recession.

A review of the file shows that on July 22, 2103 Ms. [redacted] contacted us to make a reservation at the [redacted] in Seattle. On August 13, 2013 Ms. [redacted] also contacted us to make a reservation at the [redacted] in Las Vegas. Both of these reservations were later cancelled by the customer.

On February 25, 2014 Mrs. [redacted] submitted a request to cancel the above referenced vacation package. Mrs. [redacted] indicated that she was not financially prepared to pay for the package.

Based upon Mrs. [redacted] statements she does not want to remain in the program and in the interest of customer satisfaction, we have agreed to cancel the package effective March 5, 2014 and a refund will be issued for $1,319.00. The refund(s) will be issued back to the credit card we have on file ending in xxxx—[redacted]; please note that the refunds will be processed in separate transactions and 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

Review: We were promised a refund because we didn't stay in the dirty room. Not room in resort I paid for!On Feb 27,2013 I made reservations for a room(for 3/9/13-3/11/13) at the [redacted](1x1bedroom 1bath oceanfront condo)through [redacted]. Once we got to the [redacted] we tried to check in, we had to call the number given to see where we need to go. We were then given directions to their office. Once we followed the directions & still couldn't find their office, we called back. We were then told the same address but in north Myrtle Beach. The lady was horrible & extremely rude! Once we finally got to the office,it was closed & we were directed to the mailbox to retrieve our key & info.They didn't have us at the resort I paid for &had all the itinerary for, instead they had us at [redacted]. We go to the [redacted] & they say we don't have reservations. We call [redacted] back,the same rude lady then tells us we had to go back to South Myrtle Beach. We had family members waiting on us & we finally get to the resort they decided to send us to @9pm! We go check in at the front desk because we had no clue which room we were in (we were given a key with a keychain that had numbers &letters on it,but their rooms were key cards)they then told us they have no idea. So we called back,we were then told we are "not to go to the front desk" then she told us he room we were to go to. When we finally walked in,we were horrified! The room was nasty! There was nasty hair all over the beds, there was broken glass from Christmas ornaments in the floor,pieces of a poinsetta fake plant in the floor, trash behind the dresser,the surfaces were dirty,there was hair all over the bathroom around & on the torilet, towels and shower, the couch was horribaly stained & filthy,the microwave was dirty & had old nasty food stains in it. The stove was even dirty. You can tell his mess has been like this for awhile, at least since Christmas due to trash left from Christmas ornaments,plants & gift wrap. We called [redacted] back. The lady was once again rude, didn't care about how the room looked or the fact that we had reservations somewhere else. After being up all night with not a clean spot to lay down,we called as soon as [redacted] opened. After speaking to a manager we made arrangements to bring the key & packet back. The same morning I booked us another room for us to stay in, through [redacted]. When I got to their office I asked to speak to a manager, a guy came out & called us to the back. I explained everything, that's when he then promised to refund me my $85 they took from my credit card right after the first call we made to them. He explained it would take 2-3 business days. We never recieved a refund! I called the office back & spoke to [redacted], she said she would talk to the manager I spoke to & find out what happened. She never called back. I called her back, after a few calls & finally spoke to her again, she confirmed their wrong doing & promised me my refund would be put back on my card in 2 business days. When that never happened, I called her back. After leaving several messages & no call back, I continued to call, I finally spoke to her again, she then changed her story, claiming we stayed in the room the entire stay & they don't owe me anything. I told her I have proof (pictures of the nasty room,me giving the key back the next morning, plus itinerary for a new room from [redacted], & witness statements)& offered to email them. She then told me she would call me right back (& suddenly speaking professionally). She never called back. For the past months I've called & called. The last time I spoke to her (months after) she told me my refund would be back on my card that week. Never recieved my refund. She now refuses to answer her phone & refuses to call. Employees have left notes for her to call back. This company is shady & rips people off! I planned for months for this vacation, our firsDesired Settlement: DesiredSettlementID: Other (requires explanation)

They owe me the money they stole from me ($85) plus for giving me the run around, they owe me for all the calls & min. on my phone wasted calling them, for my time & gas having to drive all over, except to the resort I paid for! They owe me a min. of $100!

Business

Response:

Re: [redacted] ID #: [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 the facts in this case and we would like to provide you with our findings and resolution of this matter.

Our research into this matter has found the following: Mrs. [redacted] booked a resort reservation through [redacted] on February 27, 2013. The stay was booked for the [redacted] by [redacted] 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 the resort and opened a ticket for the issue and was advised we would receive a response within 48 hours.

On March 15, 2013, Supervisor [redacted] contacted Mrs. [redacted] informing her that we had not received a response from the 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 we still had not received a response from the resort. Therefore, this matter was escalated to our management which 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. 8/16 on March 18, 2013.

At this time Mrs. [redacted]r 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 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 would like to thank you for the opportunity to address and resolve this matter.

Best Regards,

Resolutions Specialist

Office of the President

Review: Government Vacation Rewards (GVR) misrepresented a sale, and refuses to refund expenses of $2,312 for hotel reservation that we did not use. GVR is travel service for military families, selling memberships to access discounts. Members buy points to redeem for discount travel. GVR’s web page states: “Best Value Guarantee; Find a better travel value somewhere else and we will match the price." Our issue is that GVR misrepresented a hotel to make the sale. When we arrived at hotel, on 2-19-16, we saw hotel prices and realized GVR had charged us three times more than the hotel room rate. Also, GVR failed to inform that sale was for an "entertainment" hotel; we were told at arrival that rooms hear bar music until 3am. We called GVR prior to checking-in for help; we were advised by CJ to not use any expenses if we wanted a refund. So we did not stay; we left and went to a Hilton. That evening, CJ called to say that his supervisor, Paul B[redacted] denied the refund request. We asked to talk to someone else, but were told “case is closed.” CJ said denial was because we requested that hotel, even though an Orlando hotel was suggested. On 12-28-2015, when I made hotel reservation with sales agent, Tiago S[redacted], I explained that we wanted to be in Tampa area near the beach so my husband could have quiet rest time, as he had been very ill. I said we looked on GVR web page, and found one hotel available; [redacted]. The purpose of phone call was to get info about hotel. Specifically: is hotel value worth the required 75,000 points / $2,100 ($300 per night)? Tiago said there are better deals in Orlando, but the price was a good deal for [redacted]. Based on his sales information, we made the booking, which included an additional $212 for resort fees. But the hotel rate is actually $90 per night; plus no resort fees; plus guests do not sleep until after 3am. None of this information was given to us prior to the sale. And that is why we want a refund of $2,312.Desired Settlement: GVR misrepresented the sale. Based on conversation with sales agent, the [redacted] was presented as a good deal at an upscale hotel. We were told $300 was a great nightly rate for this hotel. And we specifically asked if it is an upscale place for this price, noting that this is more than we usually spend on hotels, but we needed a nice place for my husband to rest. Based on information stated by sales agent, we made booking thru GVR. And we gave the sales agent authorization for the $212 resort fees. HOWEVER, if sales agent had told us what we would actually get, we would not have booked. At checkin, the information presented to us showed room rate of $90 per night-not $300 per night. And information presented stated resort fees are waived for guests staying 7 nights, so our fees are $0-not $212. And information stated was that we would hear bar music in our room until 3am. We clearly did not get the product sold to us; so we did not stay at the hotel; refund $2,312.

Business

Response:

[redacted] 3/9/16

Re: [redacted] Dear Sir / Madam:

Our records show, Mrs. [redacted] booked a resort stay at [redacted] from February 19, 2016 through February 26, 2016. It was booked using 75,000 points along with a payment of $212.00, which was charged by the resort for incidental fees. It is Mrs. [redacted]’s claim that on December 28, 2016, she made a hotel reservation with sales agent, Tiago S[redacted], at which time she explained they wanted to be in the Tampa area near the beach so her husband could have quiet rest time, as he had been very ill. Mrs. [redacted] explained she had reviewed the GVR website and found one hotel available; [redacted]. The phone call to our agency was to get info about the hotel, and more specifically, to determine if the value of the hotel was worth the 75,000 points and the $2,100.00 they had paid. Consequently, while checking into the hotel they learned that hotel was charging $90.00 per night and the location of their room was in a very noisy location. As a result they have requested a full refund of all monies paid to date for their membership and the $212.00 fees totaling $2,312.00. We have reached out to Mrs. [redacted] and resolved her concerns. We have clarified with her that the $1,999.00 she paid was for her GVR Membership, which allows her to use the membership benefits towards booking vacations, such as the [redacted]. We further explained that she used her 75,000 points that had been granted at the time of purchase toward her resort vacation. Subsequently, they paid an additional $212.00 to cover incidental resort fees levied directly by the property. In the interest of customer satisfaction, we have added 75,000 points to Mrs. [redacted]’s account and issued a refund for $212.00 back to the credit card we have on file. The refund can take approximately seven (7) to ten (10) days to be credited back to the account. Mrs. [redacted] has accepted our offer for resolution.

Best Regards,

Shannon P[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

My husband and I appreciate the resolution of refunding the 75,000 points and $212 paid for the reservation that we did not use.

I have reviewed the response made by the business in reference to complaint ID 1[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: GVR Buy the membership, no blackout dates, travel agent available..... Nothing but a hassle, paid my membership in full, company lost records on that, several hours on phone to straighten it out. One week later the same story, you haven't paid in full. Forget the promise of great deals, again nothing available in my vacation time, that doesn't cost me more than promised. I paid membership 11-2014 in full hoping for graet deal for vacation 03-2015........ Nothing for me as expected. Now no money for vacation since paid membership, and none of their "deals" meet my vacation time. So, no vacation for me this year for over $2,000+ ... And the initial contact told me I could go on payment plan, skipped all of the fees and interst included in that. I talked with them several times trying to plan my vacation.... The run around was so ridiculus, they can't give me what was promised within my vacation time frame. I asked for a refund, but noooooo, outside of contact time? Sorry, was waiting till I had vacation approved! As I said they give all the promisses and Vacation point's. You try to be a new member paid in full and see if they work with you on a limited time basis. Again no $ for me for a vacation now, thanks GVR!Desired Settlement: Refund QUICKLEY I (we) are working people who deserve a vacation, not to be scammed.

Business

Response:

Re: [redacted]: We would like to thank you for bringing [redacted]s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on October 32, 2014. The cost was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. Records indicate that [redacted] did pay the balance of her account in full on November 21, 2014. Our records indicate that on February 13, 2015, [redacted]k called our agency requesting information regarding booking a resort, as well as getting some information on booking a cruise to the Western Caribbean. [redacted]k was unhappy due to the limited availability of resorts in her desired location at the time she requested. [redacted]k also expressed displeasure over the cruise line pass through fees, i.e. port fees and government taxes. These pass through fees were disclosed to [redacted]k on the date of purchase via recorded validation. Based upon [redacted]k’s request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled her membership effective February 18, 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 [redacted]k 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

Review: when I first brought the vacation.......I was told I would get a 3 day free cruise that I could take right away along with $150.00 dollars that I could use to upgrade or ship credit than I was told I could get one 7 day cruise and one 7 day resort stay.....( mind u this vacation was put on layaway) the company called me and said if I pay the vacation off I would get a weekend resort stay and $100.00 for fooI paid the vacation off. I haven.t got anything mind these people have 1499.00 of my hard earn dollars I call they don't put down that I called and the last lady was very nasty... where do I go from hereDesired Settlement: I want my money back they r a pack lyers

Business

Response:

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 a Registry Vacations package on July 20, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00 At the time of purchase [redacted] was entitled to receive a complimentary 3-night hotel certificate and $150.00 in Vacation Cash. While reviewing this matter it appears the member’s cruise certificates was added to the account on April 23, 2014, however, it was under the Vacation Redemption Center account ([redacted]), which is the account the member will use when redeeming the cruise certificate. Furthermore, the $150.00 in Vacation Cash was applied the same day and was notated in the members main account ([redacted] ).When the member contacted our agency regarding this matter, the appropriate account was not being reviewed for the cruise certificate and vacation cash, thus causing the member to be incorrectly advised about the incentives she was to receive. Based on our review, [redacted] has an activated 3/4-day cruise certificate on her account ([redacted]), which expires November 12, 2014. Additionally, the $150.00 in Vacation Cash was applied to the account on April 24, 2014 ([redacted]). Please note that the Vacation Cash is due to expire on April 24, 2015. [redacted] is eligible to redeem the certificate and Vacation Cash prior to the applicable expiration dates. She may contact our agency directly for assistance with redeeming the cash or certificate by contacting Customer Service 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, [redacted] Resolution Specialist Office of the President [redacted]

Business

Response:

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 a Registry Vacations package on July 20, 2013. The cost of the package was $1,499.00 with a down payment of $149.00 andeighteen (18) monthly payments of $75.00

At the time of purchase [redacted] was entitled to receive a complimentary 3-night hotel certificate and $150.00 in Vacation Cash. While reviewing this matter it appears the member’s cruise certificates was added to the account on April 23, 2014, however, it was under the Vacation Redemption Center account ([redacted]), which is the account the member will use when redeeming the cruise certificate. Furthermore, the $150.00 in Vacation Cash was applied the same day and was notated in the members main account([redacted] ).When the member contacted our agency regarding this matter, the appropriate account was not being reviewed for the cruise certificate and vacation cash,thus causing the member to be incorrectly advised about the incentives she was to receive.

Based on our review, [redacted] has an activated 3/4-day cruise certificate on her account [redacted], which expires November 12, 2014. Additionally, the $150.00 in Vacation Cash was applied to the account on April 24, 2014 [redacted]). Please note that the Vacation Cash is due to expire on April 24, 2015.

[redacted] is eligible to redeem the certificate and Vacation Cash prior to the applicable expiration dates. She may contact our agency directly for assistance with redeemingthe cash or certificate by contacting Customer Service 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

We were offered a membership, and we changed our minds. We tried to cancel within an hour and Chris Norise gave us a really hard time to cancel. He got very mad and threatened us and transfer us to other people who never answered the phone. We were placed on hold for more than an hour.

Review: I was double charged $140.87 on my credit card. Contacted company on January 12th. Was told a customer service rep would contact us; she did not. Have had ZERO contact from the customer service department (have had Email contact with another rep, who doesn't work in that department and can't help, but he has given us the customer service info). This rep said he was told the refund had been processed but we have not heard that from anyone in customer service and as of this morning we have still not received the refund.Desired Settlement: Refund of the $140.87 double charged to my credit card as has been promised.

Business

Response:

Re: Dean [redacted] Case # [redacted]

Dear Sir / Madam:

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

According to our records, Mr. [redacted] was indeed double charged. We have contacted [redacted]e, and they have refunded the amount of $140.87 to Mr. [redacted]s credit card ending in XXX - - - - [redacted] effective today. Please allow seven (7) to ten (10) days for the refund to post depending on the institution Mr. [redacted] banks with.

We certainly apologize for the inconvenience to Mr. [redacted] and have added $50.00 in Vacation Cash to his account for use with his future vacation bookings.

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

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have received the promised refund and consider this complaint resolved.

Regards,

Review: I a member of the vacation club and so I booked a vacation to [redacted] this summer the vacation was to start on January 14 on December 27 they emai me a reminder that my vacation was approaching and my stay was at the [redacted] from January 14 to January 17 I had to call them because the original booking was at the [redacted] so I called on January 4 to confirm I spoke to an agent and he looked at the reservation and told me that I'll be staying at the [redacted] told him to make sure because I was booked at the [redacted] he assured the it was the [redacted]o I confined the email 4days before I was to leave I received a final confrontation to go to the [redacted] when I got to [redacted] it was no reservation at the [redacted]o the manager Tony called Sears vacation and they told him to put me and my family in a room and for me to call them to set up a comformation code so after I got in the room and got situated I called Sears vacation they kept me on hold for 2 hours then got back on the phone and told me that everything was taking care of and I'll get a call back when it was complet the front desk manager Tony told me that he p**ced the charge on my credit card because he had not heard from them so I called back they p**ced me on hold for another hour and said its nothing they can do till Monday but I had to check out that Sunday so they charged the whole amount on my credit card after I got home I waited to be contacted and no one called so I called the next day Sears vacation p**ced me on hold and told me to call back because no one was avai**ble for me to talk to I tried calling back I was told the same thing to call back I was not able to speak to anyone still haven't received a call from Sears vacation that's why I want to file a comp**intDesired Settlement: To refund room charges back to my credit card

Business

Response:

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

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

Review: I contacted this company, GVR Travel or OVC Cruise & Travel to join a large group who had setup an account with this company to travel on the [redacted] line for a cruise sailing July 18th 2015. I did understand that the $99 deposit & the $114.56 was to purchase points but was told the points would be used for this specific cruise. There was no mention of a club or any other vacation, I asked specific questions like how much was this cruise normally & was told it is normally $2200 per person but due to the A+ rating this special rate was being offered to GVR and this would be the way for my husband & I to travel on the biggest and best ship as a 2 for 1 deal. I was told that the balance of the "cruise" had to be paid 90 days before the sail date but that they were not booking until early

February. I thought this was due to the cabins becoming available to this travel agency at that time based on this reduced rate.

I never got through to anyone to book but several people in my party, nearly 40 of us tried & said that they were told that the [redacted] would not honor what they had offered us & now the price was $3300 per person. They apologized & said they just wouldn't work with them but could get us on a cruise or the same time frame & money on the [redacted] ship the Breeze. When my sister in law called to book on that ship she was told that the $114.56 per month was for "club" membership & that the full fare had to be paid in addition to the cruise fare. This was not conveyed AT ALL, and no way nearly 40 people misunderstood what the setup was & in the exact same way. We were all told that we were paying for points for "this" cruise through their travel agency. The fact that the membership they are now speaking of doesn't get you anything is preposterous. No one would have done that, there is no benefit. We told the representative [redacted], that we wanted to go on that ship for that sail date and we were all told, no problem.Desired Settlement: I paid $99 & $114.56 for a total of 4 mos., October-January for total of $557.24. I would like a refund due to the gross misrepresentation of this company. We were all purposefully mislead. None of us learned the money that we were paying did not go towards this cruise or any cruise at all until we went to try to book. There was no misunderstanding, we were told falsehoods in an effort to get our money.

We now know there was no agreement with the Cruise line, they have never even heard of them & there was no cruise being setup for any of us at all.

Business

Response:

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

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

Review: I booked a vacation got there and the place was closed down for repairs to the pool and other activites. WI-FI and cell phones didn't work on and on. I have sent a detailed complaint over a month ago no response and [redacted] did respond I have to contact this agency. I just want a human to call me and talk I am sure this is fixable.Desired Settlement: Booking #

Booking Date

Resort

Unit Size

Check-In

Check-Out

Days

Charges

[redacted] (** Owners)

HOTEL

12/08/2014

12/15/2014

7

$26

Business

Response:

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] called our agency on June 4, 2014 and requested to book a week stay at the [redacted] for the week of December 8, 2014 through December 15, 2014. She was specific about where she wanted to stay and when. Fortunately that week was available, so the booking was completed. During this conversation, no amenities or their availability were discussed. In [redacted] complaint, and during our conversation of February 2, 2015, she mentioned that the place was closed down for repairs to the pool and other activities, WI-FI was not working properly, poor cell phone service as well as the restaurant being closed. I did contact the resort to discuss [redacted] complaint issues, and found that the pool and sauna were closed for repairs during that week in December. I was told that the resort was seasonal and that the main restaurant was open every night for dinner and the [redacted] was open for breakfast and lunch. The [redacted] menu did have a substantial selection for both breakfast and lunch. [redacted] reported that the WI – FI was not working on December 9th and I was assured by the resort personnel that it was repaired that same day. [redacted] did have some connectivity issues with her cell phone, which is due to the very remote location of the resort itself, and has nothing to do with the resort or the travel agency.. I was also informed by the front desk, that there was a note in the file that [redacted] indicated to the front desk while checking out, that she felt that the resort staff was helpful and friendly, but they were just bored and wanted to go somewhere where there were more activities available other than bike riding and horseback riding. I spoke to [redacted] again, today, and reviewed my findings. I let her know that we did book the resort and date she called in and specifically requested. The resort was located in a very remote location, which created some of her complaints, as well as being seasonal. I did advise her that we would not be issuing any compensation for those reasons. 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 beSee Attached no response needed from Janelle I got excuses and what I already knew!

Regards,

Review: On August 18, 2014 I made reservation with agent [redacted] to go Barbados. She gave me a reference number for resort ([redacted]) and told me that the conformation will be E-mail to me in 72 hour. I wait until Friday August 22,2014 to for conformation I did not receive it.

I call them was told that I had to wait for 5 more day. On Monday August 25,2014 I ask the agent to cancel resort. I also ask the agent to send me proof of cancel he said, that I will receive E-mail within 30 minute to 1 hour. I never receive the E-mail.

August 26, 2014 I call to see if it was cancel another agent told it was and it was being process of return $487. back to the card and they was going to keep $46.26. September my statement can for August there no credit return for that $487. September 4,2014 I call the credit card agent and she told me call phone by item. I call the number it was the reservation dept. I told the+ agent I cancel the reservation 10 day ago. He put on hold to check status, 40 minute phone up or lost connection. I call back wait for 25minute for another to answer she was a very nice and pleasant person, I told her all that happen within those day. She told me that the resort was not cancel but was she send E-mail to agent and one to me.Desired Settlement: I am a retired person I need my money.

Business

Response:

We would like to thank you for bringing Mr. and 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, Mr. and Mrs. [redacted] purchased a 7-night resort stay at the All Seasons Resorts – Barbados in Sunset Crest, Barbados traveling October 4, 2014 through October 11, 2014. The cost of the stay was $487.00 and the cost of travel protection was $46.26.

Based our research the resort reservation was confirmed on August 23, 2014 and a confirmation was sent to the following email [redacted].[redacted] within four (4) minutes of the resort being confirmed. However, Mrs. [redacted] contacted our agency on August 25, 2014 and requested the reservation be cancelled because she had not received the confirmation. Our travel consultant offered to resend the confirmation, but the offer was declined by Mrs.[redacted].

On or about August 26, 2014, Mrs. [redacted] made contact with our agency and was advised that the reservation had been cancelled and it would take three (3) to five (5) days for the refund to be issued to her credit card. After further review, we determined that the reservation was not cancelled and a refund had not been issued in this matter.

Based upon Mr. and Mrs. [redacted]’* dissatisfaction they did not wish to keep the resort reservation and in the interest of customer satisfaction, we have cancelled the reservation and issued a refund effective October 31, 2014 for $487.00. 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 Mr. [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

Review: I am a member of the Westgate Cruise and Travel Collection - There is a system whereby I am rewarded points that can be used toward travel credit. My current balance, according to the email is 102,500 points. The email Subject is: "You have enough Travel Credits for a free vacation" (See below) - It then gave examples by noting "See where your travel credits might take you: FREE (For example: 20,000 travel credits - Kauai, HI, Length of stay, 2 days, Dates Available Sept-May 2015). Three other vacations were also listed with varying travel credits. The implication is that "travel credits" equate to "points". It then gives a number ###-###-####. I called that number, and the representative explained that the "free vacation" - i.e., by using travel credits only - only applied to members who were at the "Platinum" level - (I am only at the "Premium Level") In order to be at the "Platinum Level" I would have to pay a considerable amount (a couple of thousand dollars, if I remember correctly from previous conversations). There is no mention in the advertisement in the email, that the offer only applies to "Platinum Level" members.

Copy of Email Heading:

Wed, Aug 6, 2014 7:13 am

You have enough Travel Credits for a free vacation.

From Westgate Cruise & Travel[redacted]@*.[redacted].[redacted]hide details

To[redacted].[redacted]Desired Settlement: I want Westgate Cruise and Travel to honor what they advertised - I want them to allow me to use my accumulated points ONLY to arrange for one vacation. I also want them to reissue a clarifying email to customers, explaining what the real requirements are to be able to use points only for vacations.

Business

Response:

Re: [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 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 Westgate Premium Points Upgrade on August 20, 2013. The cost was $1,499.00 with a down payment of $299.00 and five (5) monthly payments for $149.20. Upon upgrading the member received an additional 50,000 points. On August 6, 2014 the member received an email about savings credits that could be converted to points toward several vacation options. The promotional offer was tailored toward the Platinum owners; however, the email did not stipulate that Premium members could not take advantage of this offer. As a goodwill gesture we will upgrade the members account to a Platinum account for a period of thirty (30) days starting September 1, 2013 through September 30, 2014 during which time the member shall have the option of booking a vacation under one of the six tiers that are offered (20K up to 100K tier). Once the month has expired, the account will be converted back to a Premium and the remaining points will be utilized as saving credits under the premium program. 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 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: ATTention : [redacted]

In September 2014 we spoke with [redacted] regarding the vacation reward program. She stated that for 1999.00 we would get 75,000 points to go on the [redacted] on July 18, 2015 a 7 night cruise, she also suggested that we wait until January 1, 2015 to book our cruise . Tamira didn't inform us that we would have to pay 1999.00 plus the cost of the cruise . She said that the 75,000 points would cover the cost of the cruise.

We originally thought that this was a good deal and solicited thirty friends and family members to participate. Beginning January 1, 2015 we have made numerous attempts to contact [redacted] to no avail. At no time during any of our conversations were we made aware that the $1999.00 would be applied to a membership and not to the actual cruise. We are aware of your no refund policy after 10 days ,however; because of false misrepresentation from your employee Miss [redacted] we are expecting immediate compensation . There is no way that 30 people misunderstood what they were paying for!

This letter is to request a full refund to all members of our group who have made payments. This has been an awful experience, and total lack of professionalism on the part of your company. We are an expecting immediated resolution and a written response from you. A copy of this letter will be provided to each participant, failure to provide a favorable response will result in taking the appropriate legal action.

Thank you, [redacted] +2 children

[redacted]Desired Settlement: Total refund

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. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 16, 2014. The cost of the upgrade was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56 per month. The Government Vacation Rewards Select Access membership included 75,000 points, $2,000.00 in Savings Credit, that can be used to purchase additional vacations, wine and merchandise, a 7 day [redacted] or [redacted] Certificate, a 7 Day Preferred Inventory Resort and a $200 Cash Card. The complaint, filed by [redacted] indicates she felt misled while trying to book her cruise using her points and has requested to cancel her membership and receive a refund of all monies paid. I spoke to [redacted] on February 5, 2015 and apologized for any confusion and let her know that because she no longer wishes to remain in the program and in the interest of customer satisfaction, that we would certainly cancel her membership and issue her a full refund. We have cancelled the membership and issued the refund effective February 5, 2015 in the amount of $99.00 initial down payment, the three (3) monthly payments of $114.56 plus an additional lump sum payment of $500 totalling $713.56. The refund will be issued back to the star card we have on file. Please note that the refund can take approximately seven (7) to ten (10) days to receive depending on the financial institution [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: Initially, I contacted the company from an email advertisement but the advertisement inclusions changed as I spoke to the salesperson. I increasingly got concern so I canceled the package before the cancellation period expired. I got a call from the manager [redacted] made several offers and how he would handle it in which I would get a call that evening. Of course, [redacted] did not call me back so I called the salesperson. I canceled the package and my funds were refunded. I called [redacted] to tell him what transpired and wasn't very happy with the company. [redacted] transferred me to a supervisor ([redacted]) that stated he would add an additional package. The additional package was for my son to get the same package I had but he was told the package is no longer 1499.00. My son call me saying the package had gone up. The package contains a Bonus Cruise that I would have by Thanksgiving but haven't received it. On 11/06/13, I called [redacted] about the Bonus trip and was told it takes 4 - 8 weeks to receive it. I explained that isn't what I was told therefore they can cancel the package. I knew after the cancellation period there would be issues from this company. As a Senior Citizen, these company waits for people on fixed income and possibly would not cause any problems for them. I told the representative that I have revoked authorization to debit/charge my card any further payments. I was told they would debit my account even though I revoked authorization.

IDesired Settlement: I want my $149.00 refund and do not attempt to debit my account again. They should provide full disclosures at the time of purchase and not omit/manipulate the terms to get a sale.

Business

Response:

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 Sears Registry Elite Vacations package on October 8, 2013 that included a bonus cruise certificate. The cost of the package was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $75.00 until the package was paid in full.

We understand there has been some misunderstanding as to when the cruise portion of the package could be used – it typically takes 4 to 8 weeks for the cruise certificate to be delivered to the customer. Therefore, effective November 25, 2013 we have cancelled and issued a full refund. A refund in the amount of $149.00 has been processed back to the credit card ending in xxxx—#### exp. #/####. It may take approximately three (3) to five (5) business days for the funds to be credited to the customer’s account.

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

Best Regards,

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: Received a call from RCI Cruise & Resort Vactions on 10/20/12( currently own a Timeshare I need to get rid of). Spoke to a rep. called [redacted] who offered my family a 3 vacation package deal. The offer consisted of 4 day 3 night (free with purchase of deal) at a hotel. A 7 day resort stay all inclusive and a 7 day cruise certificate for 2 or 4 people with an open itinerary as to where to travel. (we are a family of 5 explained to me I would be paying for 5th person which was fine. the package came out to $3,299.00 He explained to me I had 3 years to use the package and 18 months to book vacation. I called today to book a cruise and was informed I would have to pay not only for the 5th person but 336.00 for everyone else due to port fees and taxes which would come out to $ 2,145.70 . Of course this was not explained to me on 10/20/12, or I would not have accepted the offer, it defeats the purpose of me purchasing a package deal. I then asked to speak to someone as to regards of getting back my money they have been deducting from my account monthly, and was told by Gabriel @ customer service I had to cancel the purchase of this package deal 10 days after I agreed to it. Is there anyway I can get back my money. Please help.

Ms [redacted]

Business

Response:

February 26, 2014

Re: [redacted]

Dear Sir or Madam:

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

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

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

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

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

Best Regards,

Business

Response:

February 26, 2014

Re: [redacted]

Dear Sir or Madam:

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

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

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

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

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

Best Regards,

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.

Regards,

Good Evening,

I was never informed of any cruise port charges or any other extra fee's. If someone would have informed me of this and explained the additional cost I would have NEVER accepted this offer. They contacted my home numerous times with this idea before I spoke to Mr. [redacted], it's not like I reached out and called them. They should have been truthful and honest and explained to me in full details of exactly how much I was really paying for the package which would be over $5,000. I feel like this company is full of scam artist. I got an apology from one of the employees after I told him no one ever explained to me ANY extra fee's for anything and that's when I asked to speak to someone to get back my money. I would just like my money back. I am unsatisfied with this company and how they handle business. When I called back the first time to speak to Mr. [redacted] he mysteriously no longer worked there. I can fax you over the document they mailed to me regarding my package deal. It does not state additional fee's for anything. They just cant rip people off like this is unacceptable. What can I do moving forward. Please assist.

Ms. [redacted]

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.

Regards,

Good Evening,

I was never informed of any cruise port charges or any other extra fee's. If someone would have informed me of this and explained the additional cost I would have NEVER accepted this offer. They contacted my home numerous times with this idea before I spoke to Mr. [redacted], it's not like I reached out and called them. They should have been truthful and honest and explained to me in full details of exactly how much I was really paying for the package which would be over $5,000. I feel like this company is full of scam artist. I got an apology from one of the employees after I told him no one ever explained to me ANY extra fee's for anything and that's when I asked to speak to someone to get back my money. I would just like my money back. I am unsatisfied with this company and how they handle business. When I called back the first time to speak to Mr. [redacted] he mysteriously no longer worked there. I can fax you over the document they mailed to me regarding my package deal. It does not state additional fee's for anything. They just cant rip people off like this is unacceptable. What can I do moving forward. Please assist.

Ms. [redacted]

Business

Response:

March 6, 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.

At the time of purchase Mrs. [redacted] completed a recorded validation of her purchase, which is our standard procedure to make certain that both parties understand the terms of the transaction. During this validation she was informed that upon redeeming her cruise certificate certain third party charges, such as port charges, fuel surcharges, processing, and government fees, are charged at the time of booking. Upon review of this information, which is contained on a recording of the call, Mrs. [redacted] acknowledges the above information by stating “okay”.

In review the validation process is conducted in efforts to ensure that the member understands the benefits included with their purchase and the terms of use. During the course of the validation the member has the opportunity to address and clarify any areas of the package that are unclear prior to entering into an agreement and authorizing our agency to charge their credit card.

Unfortunately, our position remains the same on this matter. Mrs. [redacted] was properly advised of the additional fees that would be associated with the use of her cruise certificate at the time of purchase. Additionally, the ten (10) rescission period to cancel and receive a full refund has lapsed.

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,

Business

Response:

March 6, 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.

At the time of purchase Mrs. [redacted] completed a recorded validation of her purchase, which is our standard procedure to make certain that both parties understand the terms of the transaction. During this validation she was informed that upon redeeming her cruise certificate certain third party charges, such as port charges, fuel surcharges, processing, and government fees, are charged at the time of booking. Upon review of this information, which is contained on a recording of the call, Mrs. [redacted] acknowledges the above information by stating “okay”.

In review the validation process is conducted in efforts to ensure that the member understands the benefits included with their purchase and the terms of use. During the course of the validation the member has the opportunity to address and clarify any areas of the package that are unclear prior to entering into an agreement and authorizing our agency to charge their credit card.

Unfortunately, our position remains the same on this matter. Mrs. [redacted] was properly advised of the additional fees that would be associated with the use of her cruise certificate at the time of purchase. Additionally, the ten (10) rescission period to cancel and receive a full refund has lapsed.

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,

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.

Regards,

Good Evening,

If they have this phone recording request it so you can hear it. Again I understand the 10 day period has expired for me to cancel this but there has to be a way we can get our money back. We far from rich and would be loosing out on lots of money that could be useful for my family of 5. As I stated before I have the cruise certificate if you want me to fax a copy to you to over look I will do so if you provide me with a fax number. No where does it state any additional fees nor did anyone inform me of this. I would have NEVER purchased it. Again what can I do moving forward to get back my money. What can I do to resolve this issue. Please assist.

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.

Regards,

Good Evening,

If they have this phone recording request it so you can hear it. Again I understand the 10 day period has expired for me to cancel this but there has to be a way we can get our money back. We far from rich and would be loosing out on lots of money that could be useful for my family of 5. As I stated before I have the cruise certificate if you want me to fax a copy to you to over look I will do so if you provide me with a fax number. No where does it state any additional fees nor did anyone inform me of this. I would have NEVER purchased it. Again what can I do moving forward to get back my money. What can I do to resolve this issue. Please assist.

Review: I purchased a vacation package from Sears vacations and was told I could travel anywhere and stay at a resort using the package. I have had issues making reservations for chosen destinations and when I call I am on hold for an extended amount of time and being hung up on after the long wait. I would like a refund on this vacation package please. I need some assistance, no one will call me back and I keep getting transferred around.Desired Settlement: A refund and apology

Business

Response:

April 20, 2016

Re: [redacted]

Dear Sir / Madam:

According to our records, Mrs. [redacted] purchased a Sears Registry Vacations Package on January 4, 2014. The cost of the package was $499.00 with a down payment of $49.00, followed by ten (10) monthly payments of $45.00.

Mrs. [redacted]’s stated that she purchased a vacation package and was advised she could travel anywhere using the package. Mrs. [redacted] goes on to say that she has had some difficulty making reservations for her chosen destinations. Mrs. [redacted] further stated when contacting our agency she was on hold for extended periods of time and on one occasion the call was unexpectedly disconnected. As a result, she has asked for a full refund of $499.00.

In efforts to resolve this matter we contacted Mrs. [redacted] and researched some resort options in Savannah, Georgia and New Orleans. Marcos in our Travel Department attempted to locate available properties, but was unable to locate anything in Savannah, Marcos did find a couple of locations in New Orleans. Mrs. [redacted] read the review(s) for the property; Chateau Orleans, but was not satisfied with the accommodations that were offered due to negative reviews. As a result she has opted to cancel and receive a full refund.

In the interest of customer satisfaction we have cancelled the package effective April 20, 2016. A full refund has been issued for $499.00 to the credit card we had on file ending in 1009. I have advised Mrs. [redacted] that since she has closed the account and the credit card used to charge her payment, she will need to contact her financial institution to see about them issuing her a refund by check once all of the payments process on their end.

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] Resolutions Specialist

Office of the President

Consumer

Response:

I have been advised by [redacted] that if an account is closed any deposit would go back to the vendor. I believe that [redacted] knows this and is playing games to avoid issuing a refund. They are shifting the blame to [redacted]. I've moved to a different state and opened an account servicing my area and needs and no longer have this account.

Business

Response:

April 29, 2016

Re: [redacted]

Dear Sir / 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 researched and documented our findings and we would like to provide you with additional details surrounding this matter.

We have conducted additional research into this matter and as of today’s date 4/29/16 the refunds are currently sitting in [redacted]’s Settlement Account. I called and spoke with Adrian at [redacted] and he informed me that Mrs. [redacted] should contact 1.800.786.8787 for assistance in locating the funds. Our agency does not have access to that account or the ability to pull those funds back or determine the status. In the event [redacted] rejects Mrs. [redacted]’s request, then we can work with Mrs. [redacted] to remedy the situation.

We apologize for any inconvenience this matter may have caused Mr. [redacted] and certainly understand the frustration this situation has caused. Our agency has every intention of making this right and will continue to assist in any way we can to get Mrs. [redacted] her refunds. We would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Shannon P[redacted] Resolutions Specialist

Office of the President

Review: I talked to a lady about planning a disney vacation for my family of 6. She and I talked for 6 hours before I signed up for this membership! She very clearly told us that if we paid the 1999 dollars that it would include 75000 pts that we could use for our hotel and a free 1 week stay for my family in orlando which is what we were going to use for our disney vacation. Plus we would get 2000 saving credits to use to buy our tickets get into disney. We talked over many months and I asked every question I could to make sure this would cover our trip other wise I would not have signed up for the member ship. She even told me what month to call back to make the hotel reservations which I did. When I called his time they told me she no longer worked for the company and that the week stay she gave us was only for a family of 4. I told them my youngest child is 4. So the size if my family has not cchanged in 4 years and I would have never been ok with that because that does not work for my family!!! After 5 more hours on the phone and lots of crying they told me they could get my family into an off park hote. It was very low grade and I would never pick to stay here but I have already told me kids and what other hoice did I have. It was either book this or not go and loose all that money. So we booked it. I then call back a month later to see how I go about buying our tickets since the time wa getting closer. They then tell me that I can not use the savings credits to but our tickets!! I said now au you have to be kidding me! So now I am stuck with a hotel that is way under par and I am out all the money to buy our tickets! This was my familys first vacation and it had been a nigtmare!!!! I now have savings credits that will only work towards a resort and I already made reservations!! I have never been so upset!! We were supposed to leave for vaca and everything was supposed to be taken care of!! She lied and no longe works there!! The company does not honor anything!!Desired Settlement: I want what I was promised by the woman named rochelle that I talked to for months!! I want my one week hotel stay for my family of six in a nice hotel! We specifically looked at westgate and she had me bring up the website and said this was a place that worked with the company that I could use the certificate (not the points) for. Also I want to buy our disney tickets for my family of six which was promised for a week stay and that I would have enough to cover that!! I am not aksing too much! I am asking is for what was promised to me over the phone on speaker with 3 witnesses!!

Business

Response:

Re: Erika Shaffe[redacted]

Dear Sir / 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 Vacations Rewards Select Access Membership on December 30, 2016. The cost of the membership was $1,999.00 with a down payment of $99.00 and eighteen (18) monthly payments of $114.56. The membership also included 75,000 Reward Points, $2,000.00 Savings Credits, and $29.00 Annual Renewal.

It is the claim of Mrs. [redacted] that at the time of purchase she was advised that she could use her Savings Credits toward Disney tickets and she could book accommodations for 6 people and only pay the taxes and fees. Subsequently, when she booked the hotel stay she was informed there would be additional charges in excess of $445.00. Furthermore, the Savings Credits cannot be applied to the Disney tickets as verified in the sales call that occurred between her and R. Rhodes on December 30, 2014.

Since receipt of Mrs. [redacted]’s complaint our agency has attempted to reach the member to address her concerns, however, we have not successfully made contact. Our latest attempt occurred on February 22, 20116, at which time we left her a message at her home number requesting that she contact our agency to further discuss. We are requesting Mrs. [redacted] contact our agency at 1.[redacted] and speak with Edgard G., who is a Supervisor that will be working with Mrs. [redacted] to resolve her concerns.

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

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

Consumer

Response:

first off this membership was done on december 2014!! And in the call with rochelle it never said that I could not ise the points for disney tickets! The point is. We ahd many many conversations over 9 month period and you guys only recorded what she had to read! What about all the other calls and conversations! What about the other 5 hours we were on the phone before I decided to sign up for this membership! I am sure you would agree if we were on the phone that long trying to justify the price for one trip to disney that I had plenty of time to aks every question possible and confirm every question I had multiple times in 5 hours to make surMy resort and tickets would be taken care of. Which she helped me navigate your site to look for one that would be worth the amount of money I was spending! I now have a very low budget hotel that I am completely unhappy with. I had to book something and it was the only one I could find to fit my family!! I have savings credits that I can not use towards tickets. Which is what I was promised. I had to use all my points and some of my savings credit just to get this horrible hotel. I was told the cash value of this stay is 652 dollars. What a rip off. So you will have made how much money off of me!! And I got nothing I was promised!! My husband is a disabled veteran and it is not ok for you to do this to our family! This is our first vacation ever and your company has made this the worst experience ever!!

Business

Response:

March 4, 2016

Re[redacted]

Dear Sir / 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.

We have reviewed the additional correspondence from Mrs. [redacted] and understand from her recollection there were several conversations that ensued in purchasing the membership from Government Vacation Rewards, however, in efforts to hopefully amicably resolve Mrs. [redacted]’s concerns, we are requesting Mrs. [redacted] contact our agency at [redacted] and speak with Edgard G., who is the Supervisor that will be working with Mrs. [redacted] in resolving this matter.

It is our goal to provide our members with the “Best Customer Service”. On behalf of our agency we will continue to strive to deliver you with the best quality and service in a friendly and professional manner. Once again, we apologize for inconvenience and frustration this may have caused Mrs. [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,

Shannon P[redacted]

Resolution Specialist

Office of the President

Review: about May 2014 I received a solicitation phone call from a business representing themselves as RCI cruisers which I recently became aware are listed as International cruise and Excursions gallery. It was a quick talking salesman by the name of Drew K[redacted] (ex [redacted]) attempting to sell me a one 7 -10 day cruise or two 4-5 day cruise along with a week resort vacation or two to three nights at a high end hotel which I have learned through my many attempts to secure what they offered me DOES NOT exist. I recently called Drew back challenging him to just give me a date with what I paid for ..any date ..and he could not I spoke to a Matthew another cruise expert in the company who attempted to pressure me into an additional 4-8 thousand dollars for a cruise I declined and requested he email me exactly what I was sold with no additional out of pocket except tax and port charges...I never heard from him again I have called numerous times to secure what I paid almost $1800 for yet no one can !

The hotels do not exist unless I want to travel to Mexico when I received a hard call last week from a Dottie a sales rep of this RCICRUISERS.COM she admitted luxury hotels of those offered do not exist on the north east side of the United States. I have requested via telephone and email to please just fulfill what you sold me and they say "look on the website " which you can't book a cruise on their website . The only thing they do is " Oh we will extend your expiration date " and now my deadline is Feb 29. 2016 Book or loose my money !

This company is a scam and cannot provide what they sold me despite my numerous request I am contacting the Revdex.com to demand a full refund due to fraudulent advertisement and sales pitch .I challenge them to produce the initial sales call to prove they lied I appeal to the Revdex.com to assist me as both myself and my husband are medically disabled and cannot afford additional cost ..this company is a hard sell scamDesired Settlement: I request a full refund of monies paid of approx 1900 dollars as this company listed with the Revdex.com as International Cruise and Excursion gallery but represented himself to me as RCI CRUISERS.com and this company is unable/unwilling to provide what was sold to me ..one 7-10 day cruise /or two 4-5 day cruise ( id be responsible for only port charge and taxes) n woyuld be provide a balcony with the possibility of a suite at no extra charges PLUS one week resort vacation or 2 nights luxury hotel across the united states Despite numerous attempts to provide what I was offered and paid for they cannot ! I request a FULL REFUND

Business

Response:

Re[redacted] Case No. [redacted]

Dear Sir/Madam:

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

According to our records, Ms. [redacted] purchased a RCI Registry Vacations package on June 6, 2014. The cost of this vacation package was $1,799.00 with $99.00 down payment, followed by eighteen (18) monthly payments of $103.44. Our records show that Ms. [redacted] has paid her account in full.

I have reached out and spoken to Ms. [redacted] and apologized for any confusion regarding her vacation package. She indicated that she had planned to take a Hawaiian cruise, however, with the passing of her twin sister, she did not think about booking it for almost two (2) years and the cost had increased over those 2 years which prohibited her from being able to take advantage of her planned cruise to Hawaii.

I further advised her that under the circumstances, and in the interest of customer satisfaction, we were cancelling her vacation package and providing her a full refund. I advised her that the down payment of $99.00 plus the eighteen (18) individual payments would be credited back to her account used for the purchase and she should allow seven (7) to ten (10) business days for the refunds to post. She was very please and thanked me for resolving this for her so quickly.

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

Sincerely,

Jannelle B[redacted]

Resolution Specialist

Office of the President

Review: In Aug 2015 I was contacted by a sales person from "Government Vacation Rewards". I was skeptical but I decided to sign up for the service after being told I can cancel if I am not pleased. I paid $99.00 down and am paying 177.00 a month to pay a total of $1999.00. I have called Gov Vacation Rewards several times to get prices on cruises and find that I can get better prices elsewhere for a cruise. I booked a flight for out son to come home for Christmas for $277.00 round trip and called Gov Vacation Rewards to find out it would cost me $597.00 for the same flight. All they could say is "I'm sorry, I can't help the airline changed the price?" Really! I asked to cancel this "rewards program" because I don't see the savings that I am getting. I was told more than once that I would pay "at cost" for vacations, which is not true as you can see, I bought airline tickets on my own for less. I spoke to Mr. Sailors who was friendly until I told him I wanted to cancel this plan. He than responded I am sorry I cannot do that. I have also talked to them about cruise prices and have found cheaper prices as well.Desired Settlement: I am not pleased with their prices and would like to cancel and get my money back that I have paid since Aug 2015. I do not want the company to contact me with their sales pitch that this is a great deal, I don't see it when I saved over 300.00 just for round trip airline tickets booking on my own.

Business

Response:

January 5, 2016

Re: [redacted]

Dear Sir / 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 on September 22, 2015. The cost of the membership was $1,999.00 with a down payment of $399.00, followed by ten (10) monthly payments of $172.00.

It is Mrs. [redacted] claim that she tried out the service, but found no value in the program. This is best evidenced by Mrs. [redacted] assertion that she was able to book roundtrip flights for Christmas for $277.00 through another supplier, however, the cost with Government Vacation Rewards was $597.00. As a result she has requested a full refund for all monies paid to date.

In the best interest of customer satisfaction we are honoring Mrs. [redacted] request. Effective January 5, 2016, her Government Vacation Rewards account has been cancelled and a full refund has been issued. The refunds will be processed in three separate transaction as follows; one (1) down payment for $399.00 and three (3) monthly payments of $172.00. It will take approximately seven (7) to ten (10) business days for the funds to be credited to her account depending on the financial institution she banks with.

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

Best Regards,

Shannon [redacted]

Resolution Specialist

Office of the President