International Cruise & Excursion Gallery, Inc.

Review: I booked a cruise that was advertised for $330.00. I received a call saying that the actual price was $5,020.00.

On January 27, 2015, I booked a cruise through Sears Vacations.Com for an 8 Day Cruise from [redacted] to [redacted]. The price was $165 per person. I immediately received an email saying that this pricing needed to be confirmed with the cruise line, even though it was advertised online. I received a call the next morning saying that the online price was incorrect and that the correct price was $5,020 for two person. This is much higher than the advertised price. The cruise ID is [redacted]Desired Settlement: I would like Sears Vacations to honor the advertised rate, or at least offer some form of compensation. Sears representatives were not understanding and did not offer anything due to my inconvenience and disappointment.

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

Review: In September 2014 we all spoke with [redacted] a employee of the Government rewards program.She stated that for $1999.00 we would get

75,000 points to go on the [redacted] on July 18,2015 a 7night

cruise,she also suggested that we wait until January 1,2015 to book a cruise.[redacted] did not in no way shape or form informed 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 thirthy friends and family members to participate.Beggining January1,2015.We have made numerous attempts to contact [redacted] to mo 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 a actual cruise.We were aware

of the 10 day refund policy,however ;because of the false misrepresentation

from there employee [redacted] we are expecting immediate compensation.There is no way 30 people misunderstood what they were paying for!!!!!

This letter is to request a full refund to all members of our group that has

made payments.This has been a awful experience and total lack of professionlism on the part of Government Reward Program.We are expecting immediate resolution and a written response.Desired Settlement: A Full Refund

Business

Response:

Re: [redacted] Case # [redacted] Dear [redacted] We would like to thank you for bringing Ms. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that [redacted] purchased a Government Vacation Rewards Select Access membership upgrade on September 18, 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 Mayan or Westgate Resort 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 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 why here...

Review: I have called to get this service cancelled. Not only do they continue to bill my credit card monthly, they bill it twice! I got reimbursed for only one of the first double charges when I asked to have this cancelled. Of course, getting thru takes considerable time, whereas I've needed to hang up after 30-45 minute wait times.Desired Settlement: I expect to see this charging cease immediately and to be reimbursed for any charges that [redacted] has submitted against my [redacted] credit card.

Business

Response:

Dear Sir or Madam:

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

According to our records, [redacted] purchased an RCI Vacations Package ([redacted]) on April 29, 2014. The cost of the package was $1,799.00 with a down payment of $199.00 and twelve (12) monthly payments of $142.33.

A review of the file shows on the same day a subsequent membership was created in error and the member was charged a second time for the same $199.00 deposit and monthly payments for

$142.33 were also taken from this account on 5/21 and 6/21 ([redacted]).

On May 27, 2014 the erroneous account ([redacted]) was cancelled; however, only the deposit of $199.00 was refunded on the account. The member is due a refund on the account for the two monthly payments on $142.33 totaling $284.66.

Based upon [redacted]’s statements she did not want to remain in the program and in the interest of customer satisfaction, we have cancelled the initial membership ([redacted]) effective July 7, 2014 and a refund will be issued for $483.66. The refund(s) will be issued back to the credit card we have on file ending in xxxx—[redacted].

Please note the total refund that will be issued is $768.32; the refunds are for both accounts. These 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 [redacted] banks with.

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

Best Regards,

[redacted] Resolution Specialist Office of the President

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

Regards,

Review: I signed up for [redacted] Vacation , Direct access 01/30/14 , attended a seminar and signed for the Offer from [redacted] which is totally worth $3000 , $ 299 was deducted initially and I was given the access to the site and when I saw the prices were not competitive at all , they were all overpriced and was totally not the same as the sellers description , Today there was another transaction of $237 ,

I am trying to cancel the account from past 2 weeks and I am not able to do it , I am in touch with the sales guy via mail his statement says "As I had mentioned the account is not cancellable once we are outside the initial three days" Is this true ?

I cannot cancel the account at all , I feel this is a scam and after repeatedly contacting the customer service I cannot get my account cancelled. Please help me cancel my account and get my hard earbned money back .

Business

Response:

Dear Sir or Madam: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mr. [redacted] purchased a [redacted] Vacations Direct Access package on January 24, 2014. There was a down payment of $199.00 and twelve (12) monthly payments of $237.35. After making the initial down payment and reviewing the benefits of the package Mr. [redacted] determined that the package would not fit his vacation needs. Mr. [redacted] attempted to cancel the package; however, he was outside of the three (3) day rescission period that is provided. Because of our high interest in customer satisfaction, we will agree to honor Mr. [redacted]’s request and cancel the referenced vacation package as of February 21, 2014 and a refund in the amount of $536.35 has been processed back to his credit card on file ending in xxxx--[redacted]. The refund(s) was processed in two separate transactions; one (1) $199.00 down payment and one (1) payment of $237.35. It can take approximately three (3) to five (5) business days for the credits to be processed and refunded to the account depending on the financial institution 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, [redacted] Resolution Specialist Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is a false information , The down-payment that was made was $299.00 and not $199.00 Please review your records and get back to me , The copy of my statement is attached here .

Regards,

Business

Response:

05 March 2014We have reviewed the records for accuracy and found that the amount of $199.00 indicated in the response was a typo. The correct amount of the down payment should have read $299.00. The refund amount of $536.35 is correct and has been processed back to the credit card on file.We apologize for any confusion this may have caused.Thank you,[redacted]Legal Affairs Office Manager

Consumer

Response:

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

Regards,

Review: I recently booked a cruise via USAA Explore Cruise & Travel (International Cruise & Excursions, Inc.) utilizing 2500 Vacation Points I earned from booking previous cruises. USAA Explore Cruise & Travel provided me a discount of $100.00 ($50.00 per person) for those 2500 Vacation Points when I booked the cruise. The cruise line, later, reduced the fare of the cruise and in accordance with the fare rules, allowed my fare to be lowered to match. I requested USAA Explore Cruise & Travel process the reduced fare request with [redacted] They processed it with the cruise line (I confirmed this with the [redacted], but they then removed $95.00 of my Vacation Point Discount, so now I am only getting $5.00 discount for those 2500 Vacation Points. When I contact them and USAA about it, they stated that they reduced the discount because the fare was lowered. I was unable to find anywhere on their website that they can do this. I was told it was in the Terms and Conditions of the Vacation Point Program (Their website states that the Terms and Conditions are "available at usaa.com/travel or by calling ###-###-####.") The [redacted], explains the program, but does not contain any Terms and Conditions, but as pasted below, refers back to "usaa.com/travel or by calling ###-###-####."

"Redeem Vacation Points for Travel Savings

"Vacation Point Savings are quoted on a per cabin basis unless otherwise stated therein. Vacation Points are administered and managed by the International Cruise & Excursions, Inc. ("ICE"), a Delaware corporation doing business as Explore Cruise & Travel, and are subject to the Vacation Points terms and conditions available at usaa.com/travel or by calling ###-###-####. Cruise savings are calculated by taking the savings with Vacation Points per person for the same cabin category, then multiplying the result by two (2). Actual price will be displayed upon cabin category selections. Vacation Points discounts are not available on all cruise sailings or resort bookings.

Resort savings are per reservation based on double occupancy and availability, and the redemption of Vacation Points. Vacation Points may not be available for redemption on all resort bookings.

Tour savings based on double occupancy and availability. Vacation Points may not be available for redemption on all tour bookings. "

I contacted the 800 number for a copy of the Terms and Conditions, they did not know where they are located, but stated they would email them to me. I have not received them to date. I then filed a complaint with USAA, who forwarded it to [redacted] Office Of The President, Resolution Specialist of Explore Cruise & Travel. I asked her for to reimburse the $95.00 or provide a copy of the Terms or Conditions stating they can reduce the discount. After numerous email exchanges, she has not provided either to date. Her final resolution was to refund my vacation points, which is not a satisfactory resolution to me since they have been unwilling to provide me with the Terms and Condition to show my discount would be reduced if the fare is reduced.Desired Settlement: I want them to reinstate the original $100.00 discount I received for my 2500 Vacation Points ($95.00) when I booked the Cruise

I would also like a copy of the Terms and Conditions of the Vacation Point Program. (This really should publish these at the usaa.com/travel website, as stated on their website)

Business

Response:

September 9, 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 Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have researched and documented our findings.

On July 3, 2013 Mr. [redacted] booked reservation 69LKP0 a [redacted] Cruise Lines cruise reservation sailing October 26, 2013 through October 31, 2013. The passengers traveling in this cabin are Ms. [redacted] and Ms. [redacted] The total cost of the cruise reservation was $678.72 with the usage of 2500 Vacation Points. Pre-paid gratuities were added to the reservation for an additional cost of $115.00 for the cabin bringing the final total to $793.72.

The reservation is also booked under the [redacted] Early Saver program. If [redacted] Cruise Lines lowers the cruise fare for the same cabin type they may lower the pricing on an existing reservation to match. This option is, as always, at [redacted] discretion to honor. [redacted] current rate offered is $673.72 for the cabin. We were able to have [redacted] lower the rate on the cabin to $668.72, which brings the total to $783.72 with pre-paid gratuities. We have verified with [redacted] Cruise Lines that the rate reflected on the reservation now is lower than any current rate they are offering.

As there appears to be a misunderstanding on how the Vacation Points discount is applied towards a reservation we will refund the $95.00 that is being requested. The 2500 vacation points will not be returned to the account. This is a one time good will gesture and we will be unable to reduce the cruise fare on the reservation any further.

We apologize for any inconvenience this matter may have caused Mr. [redacted] and appreciate the opportunity to provide our findings.

Best Regards,

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

Regards,

Review: I want to cancel a purchase of a service. This company called me and said they were WESTGATECRUISEANDTRAVEL.com. Now I find out this isn't their name. They say I'm passed the expiration date to cancel. I have an email from them stating "You will have access to this account after August 5th." I called them on August 13th,14th and 15th leaving a message to cancel this service. They say its to late. It seems to me this is less then 10 days. Now they are threating to send this to a collection agency.Desired Settlement: Refund and cancelation of service

Business

Response:

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

To Whom It May Concern:

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

On July 2, 2013 Mr. [redacted] purchased a Westgate Cruise and Travel Premium Package Upgrade for $2,999.00. The payment plan was agreed to as one (1) down payment of $299.00 and eighteen (18) monthly payments of $150.00 until paid in full. Typically we charge a $9.00 processing fee with each monthly payment; however, this was waived for Mr. [redacted] at the time of purchase as a good will gesture.

Our records indicate that on August 13, 2013 Mr. [redacted] called in requesting to cancel his membership. At the time the request to cancel was made, Mr. [redacted] was already passed the ten (10) day rescission period. Additionally, our records reflect that Mr. [redacted] accessed his online account on July 4th, 5th and 9th, 2013, our web site allows our members to view their package details and create reservations. The email Mr. [redacted] is referring to in his complaint, regarding access to his account after August 5, 2013, is for the My Payment Manager website which allows our members to change their credit card and view the package payment history.

We have recently had the opportunity to speak with our member regarding his cancellation request. Mr. [redacted] stated he was dissatisfied with our services as he had some difficulty on a call in to book a car rental reservation. We apologized for the inconvenience and offered $200.00 in Vacation Cash that could be utilized towards a future reservation. Our representative also offered their contact information as well as a supervisor’s information to assist with any future bookings. Mr. [redacted] declined the Vacation Cash and assistance.

We apologize for any inconvenience this matter may have caused Mr. [redacted]. However we must respectfully decline his request to cancel for a full refund. Mr. [redacted] has surpassed the rescission period and we have offered solutions and assistance for his reservation booking concerns. We would like to thank you for the opportunity to provide additional details surrounding this matter.

Best Regards,

Resolution Specialist

Office of the President

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

Review: This complaint deals with me not being able to utilize my points after signing up for the select access membership, displaying featured redemtions on their website that they cannot honor due to unavailability, and poor customer service.

I am writing to review MWR Exchange Vacations aka Government Vacation rewards. This is a vendor listed on the AAFES website. I became a select access member of this program in 18 November 2010. I was charged $995.00 for the select access membership and giving 50,000 points to use for their rewards program. My membership was a result of accessing their info posted on the AAFES website. I decided to try to use my points within the last couple of months since my account is due to expire soon.

2 Oct 2013 - Contacted GVR to book a resort vacation using a combination of points and charge of $234 for 9-16 Nov 13 at the [redacted]. (Booking ID [redacted])

This reservation was never completed and no one ever contacted me to let me know it did not go through. However I did get a call soliciting me to renew my select access membership for $2,000+. Received resort vacation request same day.

2 Oct 2013 – Contacted them immediately due to incorrect information being displayed on the e-mail resort vacation request.

11 Oct 13 – I contacted GVR to find out about the status of the reservation I made on 2 Oct 13. I was told that the reservation was deleted out of the system and my points had been returned to my account on 9 Oct. They did not know who initiated the deletion and rebooked my request for the [redacted] for 9-16 Nov using 20,000 points and fee of $234. (Booking ID [redacted]) After the booking I was transferred to someone else who, again, tried to get me to renew my select access membership for $2,000+. I stated that I would not consider updating at all until I knew that I would have a good experience with the reservation I just booked. Received resort vacation request same day.

23 Oct 13 – [redacted] from GVR contacted me to let me know that my reservation did not go through.

23 Oct 13 – I called GVR and was told that the reservation wasn’t available and that my points would be returned to y account in 6-8 weeks. I asked why it would take so long since previously they did it immediately. I was told that he did not know and that is how long it would take. Later that day I sent an email to [redacted] letting them know of the issue and asking why my points were not returned immediately, especially since the reservation was not made due to no fault of my own. Later that day my points were returned to my account.

8 Nov 13 – I again called GVR to book a vacation using one of the featured point redemption vacations listed on their website for the [redacted]a which required 35,000 points. I requested the reservation for whenever it was available in their system. I did not provide a date. I was told that there were no reservations available for November, December, or January. They did not have anything in their system for this resort. (Although their website has it listed through Dec 13.) In fact as on today, 12 Nov 13, it is still listed on the website. The agent asked if I would consider making my reservation at the [redacted] since the [redacted]a was not available. I told her of the difficulty I had the past two times with booking this location. She checked her system and said it was available. To make this reservation, it required 20,000 points and $187. I agreed to that and a resort vacation request was initiated for 7-14 Dec 13 and booking id [redacted].

In addition to this reservation, I made another reservation for a family member at the [redacted]or 12-14 Dec 13. This reservation required 20,000 points, which was converted to vacation cash and a charge of $11.00 for taxes and fees. The booking id is [redacted]

I am still awaiting word on these reservations.

10 Nov 13 – Another GVR rep contacted my husband and I, separately, again trying to get us to sign up for select access.

A quick Google search and view of the Facebook page of this company yields numerous complaints from military members and their families in regard to their practices. I believe AAFES is doing a disservice to their members by promoting them on the safes website.Desired Settlement: I would like for the company to book my vacation as requested.

Business

Response:

Re: [redacted] Complaint 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 review this matter thoroughly. We have researched and documented this case and we would like to provide you with our findings and resolution to this matter.

We understand that certain aspects of the booking process caused Mrs. [redacted] some delay and we have made the appropriate departments and management aware of what occurred during this matter. We are taking every measure to ensure that the booking process goes as seamless and possible so that members such as Mrs. [redacted] do not encounter an unpleasant experience when contacting our agency.

In review, it is our standard practice when a guest requests to book a resort or hotel stay that they are advised of the following via email:

Thank you for your Resort Vacation Request. At this time, your request is being processed, but is not yet guaranteed. We will send a status notification email within five business days. Please do not make travel arrangements until you have received your reservation confirmation. Please note Resort Vacation Requests are refundable up to 24 hours from the time the request was submitted. If you have any questions regarding your Resort Vacation Request or do not receive a response within five business days, please contact a customer service representative by phone ###-###-#### or email at [redacted]. Enjoy your stay!

Our records indicate that the vacations requested by Mrs. [redacted] have been confirmed as follows:

Member Name: [redacted] -- Confirmation # [redacted]

Property Name: [redacted]

Property Address: [redacted]

Dates of Travel: December 12, 2013 through December 14, 2013

Travel Guard Policy Number: [redacted]

Guest Name: [redacted] – Confirmation # [redacted]

Property Name: [redacted]

Property Address: [redacted]

Dates of Travel: December 12, 2013 through December 15, 3013

Travel Guard Policy Number: [redacted]

A confirmation email was sent to Mrs. [redacted] at [redacted] for both of the reservations. Additionally, due to the delay that Mrs. [redacted] encountered our agency covered the cost of the insurance, taxes, and fees incurred on the bookings.

We apologize for any inconvenience this matter may have caused Mrs. [redacted] and we would like to thank you for the opportunity to provide additional clarification of this matter.

Best Regards,

Resolution Specialist

Office of the President

Review: To Whom It May Concern:

Basically I was misquoted the actual price for the vacation package that I purchased, I was told the the total package would be $1400.00 however when I received my paperwork in the mail some weeks later after making a $200.00 payment the invoice clearly stated that I would be charged a total of $1660.96 once I paid payments with a 15.1993% charge. I was never once told that my monthly payments would include an apr the way the package was described to me in full was that I would be making monthly payments at a 0% interest until the $1400.00 was paid out, I feel very misled and really do not with to continue making payments being that I feel that I was lied to and given false information, also before I could even make my June payment in the amount of $81.00 the company had already debited my account this really upset me being that I never once gave the travel agent permission to do so, I was simply told that I could go onlie and set up my payments to have the payments taken, again I never once gave them the authority to take money from my account I initially used my bank card to secure the first payment, and they decided upon themselves to take my money without my permission.Desired Settlement: I want my money back in full so far at this time, I've spent $281.00 I wish to no longer practice with this company.

Business

Response:

We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have researched and documented our findings. Our records indicate that on May 20, 2013 Ms. [redacted] agreed to upgrade her Government Vacation Rewards Membership for a cost of $1499.00. She agreed to make one (1) down payment of $199.00 and eighteen (18) monthly payments of $81.22 until paid in full. The monthly payments include a $9.00 processing fee. Ms. [redacted] was never advised that her payment plan was based on 0% APR. The TILA, which she received on 21 May 2013, clearly indicates the interest rate at 15.1993%. Our records reflect that during the recorded sales call Ms. [redacted] was advised by her sales agent [redacted] that she would be able to make purchases online after June 5, 2013. Prior to that date, and immediately upon purchase, Ms. [redacted] access to shop and browse to familiarize herself with the scope of inventory available and the associated pricing. Upon completion of the sales call Ms. [redacted] was transferred to validations agent [redacted] who verified the membership details including but not limited to the benefits, payment plan, cost, and terms of the upgrade. Furthermore, as agreed upon by Mrs. [redacted] the initial down payment was processed on May 20, 2013 and the first monthly installment was processed on June 21, 2013. Based on our findings Ms. [redacted] agreed to upgrade the membership and authorized our agency to charge her credit card as outlined above. We apologize for any inconvenience this matter may have caused Ms. [redacted] and we would like to thank you for the opportunity to provide additional details surrounding this matter. Best Regards, [redacted] Vice President of Legal Affairs

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 was never contacted one time by anyone, and to me if this is true why didn't one person contact me to advise me of the information submitted. It was never ever communicated to me that my account would be set up this way, I should have gotten something in writing regarding this matter it is now after I've done research that I saw other customers file the same complaints with other various companies. Until someone contacts me personally I can't except this reason being a legitimate reason. I thank you for all your assistance..Regards,[redacted]

Business

Response:

We would like to thank you for bringing Ms. [redacted] follow-up correspondence to our attention. Per our initial response our recorded sales call documents that Ms. [redacted] agreed to upgrade the membership and authorized our agency to charge her credit card. She agreed to the down payment and monthly payment plan. As a request for contact was indicated in Ms. [redacted] response we have attempted to reach Ms. [redacted] however, to date we have not received return contact from Ms. [redacted]. • On August 16, 2013 at 9:56 a.m. (MDST) a voice mail message was left at [redacted] for a return call. The voice mail message included call back information and the reason for the call. • On August 19, 2013 at 2:14 p.m. and 2:16 p.m. (MDST), calls were placed to [redacted] however, no voice mail option was available. After several rings the line ended with beeping tones. • On August 19, 2013 at 2:24 p.m. (MDST) an email message was sent to: [redacted], which included the above call details as well as a request for a return call to discuss Ms. [redacted] concerns. • On August 22, 2013 at 1:17 p.m. (MDST) an additional voice mail message was left at [redacted] for a return call. The voice mail message included call back information and the reason for the call. Furthermore, our records reflect that Ms. [redacted] utilized her upgraded membership via a resort reservation. On August 6, 2013 a 7 day resort reservation was created for Ms. [redacted] and Mr. [redacted], as guests, for an October 5, 2013 stay. We would like to thank you for the opportunity to provide additional details surrounding this matter. Best Regards, [redacted] Resolutions Specialist Office of the President

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

Review: I was contacted by phone from sears vacations about a direct access deal for vacations. I was on the phone for hours listening about the deal and everything sounded good and fair. Sales man informed me that he would send me out information and the website where I could monitor my payments and if needed could skip if the payment was not able to be made. I have received no such paperwork in mail nor have had my questions anwsered when I contact them regarding this matter. I stopped payment on this now is the only time I here from them. They inform me we seem to be having problems processing your payment. I say yes please send me what I was promised and we will be good, operator says ok no problem and hangs up on me. This has happen 6 times. The most recent lady proceeded to tell me that everything I need is on there website. Well this is not true, the website has nothing about payments and whatnot. I am tired of dealing with them they just hang up the phone.Desired Settlement: I would like my account canceled and money returned since I have been unable to use any of there services. Also would like them investigated for fraudulently misleading people into a service that they do not abide by.

Business

Response:

Re: [redacted] Case # [redacted] Dear Sir or Madam: We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] purchased a Sears Vacation Membership on March 19, 2015. The cost of this membership was $1,999.00 with a down payment of $99.00 and eighteen (18) payments of $114.56 per month. As standard policy, we conduct a sales validation, at time of sale, which outlines the details of the vacation package, as well as provide the email addresses and passwords for the websites Mr. [redacted] made reference to in his complaint. One address is for the vacation package itself, including certificates, resort and hotel information, and shopping information. This website allows Mr. [redacted] to book his vacations and merchandise directly from the web site. The other website is for Mr. [redacted] to manage his payments. As standard policy, we also mail a Welcome Letter and any other pertinent paperwork to the member at the address that is verified during the validation process. Mr. [redacted] Welcome Letter was mailed to him on March 23, 2015 at the address listed on his complaint. Based upon Mr. [redacted] request to no longer remain in the program, and in the interest of customer satisfaction, we have cancelled his membership effective August 3, 2015 and issued a full refund. The refund will be for the original down payment of $99.00, plus three (3) payments of $114.56. The refund was issued to the credit card we have on file ending in xxxx—[redacted]. Please note the refunds 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. Sincerely, [redacted] Resolution Specialist Office of the President

Review: This company is a ripoff, they are selling vacation membership with a point system but took away my points. I spent $1600 for a service and now I have lost my points and money because I did not have the time to book a vacation. They want me to pay another $1600 to get the points back! They are supposed to be better than [redacted] or other travel sites that are free but they are not. They should stop promoting themselves to military ect. They are a scam to the average person.Desired Settlement: I would like a refund or all of my points to use for a vacation of my choosing.

Business

Response:

September 2, 2015

Re: [redacted] Case # [redacted]

Dear Sir or Madame:

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

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

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

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

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

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

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

Sincerely,

Resolution Specialist

Office of the President

Review: I called Sears Vacations a few weeks ago to cancel my account. I was treated very badly by the customer support agent. She was very rude in her manner of speaking to me and told me that I could not cancel my account. I told her not to push my payment through. I informed her that this is not a service that I would use and that I do not wish to continue paying for this service. She told me that under my contract I could not cancel. I ended up handing up on her. When I originally signed up for this service I was told I could cancel at anytime so I looked up my contract and the online terms of the program and discovered that they only cancellation policy that is in place was that there is a 3 day period in which to rescind and receive a full refund. If I were to cancel outside those 3 days, I could cancel with no further obligations, but would forfeit any money paid and would not receive any refunds. I was then called by them today 12/31/2014 and was not able to come to the phone. I called back and spoke with someone in the travel department (because they have no customer support numbers) and was told I would be transferred to someone who could resolve my issue. He informed me that I certainly could cancel and he would get me someone. I was placed on hold for a half hour and then transferred to an [redacted] representative. I have no accounts with them, as a matter of fact, this is a competitor for Sears Vacations. I then called Sears Vacations back and talked to someone else in the travel department who said that they would again transfer me someone who could assist me in cancelling my account. I was again put on hold for an extensive time and was put into the queue for another part of the travel department which couldn't help me. All I want is to cancel this account!Desired Settlement: All I want is for my account to be cancelled with no further obligations per the program terms. I understand there is no refund.

Business

Response:

Re: [redacted] # [redacted] Dear Ms. [redacted]: We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Mr. [redacted] purchased a Sears Vacation package on October 23, 2013. The cost of the package was $2,999.00 with a down payment of $99.00 and thirty-six (36) monthly payments of $93.55. Mr. [redacted] has a current balance owing on his account of $2,497.20. Due to the fact that Mr. [redacted] no longer wishes to continue his membership, and in the interest of customer satisfaction, we have cancelled his membership effective January 7, 2015. Because his request to cancel is well outside the rescission period, Mr. [redacted] understands there will be no refund of the monies paid to date, and that there will be no future charges to his 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. Sincerely, [redacted]Resolution Specialist Office of the President

Review: To make a long story short, I began making payments for a week crusie and vacation package back in April of this year. The payments were being taken from my bank account on or near the 1st of the month which I agreed upon originally. About a week or so ago, my daughter decided to go onto the cruise website to determine what information needed to be completed for us to set sail in September, but when she signed on, it said our cruise was cancelled. She called customer service and the rep told her that the trip was due to non-payment. I have been getting the payments taken from my bank account each month, so I'm not sure how this happened. To make matters worse, my daughter called me and told me that my bank account was in a negative because the vacation company tried to pull my payment around July 21st when I clearly spoke with a representative and told them that I don't get paid until the 1st of each month, so please full the final payment August 1st. They didn't do that and they made my account go into a negative and I was charged overdraft fees for a payment I told them NOT to pull because I knew I wasn't going to have the money.

Back on the subject about the cruise being cancelled...after my daugther informed me of this, I called customer service and they said yes it was cancelled and there was basically nothing they could do about it. The funds for the port fees, taxes, etc was sent to the cruise line so there is no way I could get my refund back from that. I asked if I could get my money back from the vacation package that was booked (and fully paid according to the rep) due to the poor communication on their part and me not wanting to deal with that company any longer and they told me no. They said they would try to get me back on the cruise for October and settle it that way, but that is not what I want...I want my money back...in full. I have paid over $1,600 towards the cruise and the vacation package and I just simply want my money back. First for them pulling a payment that I told them not to because I knew I wasn't going to have the money, and secondly for a horrible customer service experience. I have been told different things by people in different departments. All in all, I just want my money back. I will never do business with this cruise line again. They just tell you what you want to hear to get you to book the cruise/vacation package, and when it comes down to it, there was a problem processing the final payment. Yes, there was a problem because I TOLD THEM I WOULD NOT HAVE THE MONEY UNTIL AUGUST 1ST in my bank account. I also asked the representative why they have not tried to reach out to me in reference to cancelling the cruise and I was told that they tried to call me. I said well if I didn't respond via phone, why not email or mail me something? The representative didn't say anything at the point because she knew I was right. They email me about everything else, but couldn't email to tell me about canceling the cruise due to "non payment"Desired Settlement: I want my full refund from all the payments I made towards the cruise/vacation package. Every single dime. I will gladly provide bank records to determine the amount if need be. It was upwards near $1600.

Business

Response:

We would like to thank you for bringing Mrs. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter. According to our records, Mrs. [redacted] purchased a [redacted] on April 1, 2013. The cost was $1,499.00 with a down payment of $149.00 and eighteen (18) monthly payments of $84.00. Based on the information reviewed, Mrs. [redacted] wasnotscheduled to pay the initial down payment of $100 or the final balance of $344.95 for the cruise in question. Instead, our records reflect that Mrs. [redacted] and Annetia Reed-Lettsome agreed to purchase the cruise on April 7, 2014 and that Mrs. Reed-Lettsome authorized the down payment and final payment for the cruise to be paid with her credit card on behalf of Mrs. Pettis. On or about July 21, 2014 our agency attempted to process the final payment in the amount of $344.95. The final payment came back as unauthorized and subsequently the booking was cancelled for non-payment according to the governing terms and conditions. Our agency attempted to contact Mrs. [redacted] regarding the declined payment and were unsuccessful in our attempts to reach her. We attempted contact with Mrs. [redacted] regarding the payment since her information was in the reservation as the customer point of contact, and not the card holder Mrs. Reed-Lettsome. Based on this information, Mrs. [redacted] is not entitled to a refund for the government fees or port charges because the final payment was declined and the original payment of $100.00 to the cruise line was charged to the credit card belonging to Mrs. Reed-Lettsome. Finally, we are declining Mrs. [redacted] request for a refund of her package as she is well beyond the ten (10) day rescission period that came with her vacation package and the cancellation of the cruise is not connected to or dependant upon the payments made towards the package in the previous year. Mrs. [redacted] indicates that she incurred over-draft fees due to said cruise being cancelled. If Mrs. [redacted] provides documentation to support her claim, our agency will review the documentation and make a determination as to liability. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Best Regards, [redacted] Resolution Specialist Office of the President

Review: I have opted-out of this voluntary vacation club because it advertiesd a discount and 3star + accomodations in hotel stays, I booked a hotel stay from 9/23-9/27/13 at a hotel in Columbia SC and was charged $300 for a room with no refrigerator, microwave, or iron/ironing board. No amenities and when I asked the front desk clerk what was the rate nightly I found out it was $52.00 per night insted of the $75 a night I was charged. the hotel had a 1star rating as I later found out. Upon my return home I called to complain and told them that I will no longer pay them a monthly fee of $80 to maintain membership. Since then they have sent me emails ,phone calls demanding payment and refuse to honor the "do not call" requet I have made verbally and through emailDesired Settlement: A refund of all monies, stop contazcting me, and stop threatening me with affecting my credit through collection calls.

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 Government Vacation Rewards Select Access Membership on June 20, 2013. The cost was $1,499.00 with a down payment of $199.00 and eighteen (18) monthly payments of $81.22.

In review on September 16, 2013, Mrs. [redacted] booked a hotel stay at the Econo Lodge and Conference Center in Columbia, South Carolina with travel dates on September 23, 2013 to September 27, 2013. The cost of this reservation was $300.00. Mrs. [redacted] indicated in her complaint that there were several issues with the accommodations as well as a discrepancy with the price that she paid for the hotel stay; however we have no record that Mrs. [redacted] contacted our agency to make us aware of these matters until October 3, 2013 at, which time she requested to cancel the membership.

Based on our findings and at Mrs. [redacted]’s request, we have cancelled the referenced membership as of March 11, 2014; however no refund will be issued. Mrs. [redacted] had an opportunity to cancel the above referenced membership within (10) days of purchase to receive a full refund of any monies paid at that time. The cancellation request came approximately four (4) months after the purchase of the membership and the matter surrounding her experience at the hotel was unrelated to the purchase of the membership. Mrs. [redacted] did not exercise her right to contact our agency and make us aware of the issue with the hotel in efforts for our agency to attempt to resolve the matter on her behalf.

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

Best Regards,

Resolution Specialist

Office of the President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This company did a "bait and switch" where they advrtised one service (3-5star hotel accomodations ) at a discounted rate, however the hotel was more of a "roach motel" setting with homeless people housed there temporarily by non profit agencies. I trusted the site without looking into the hotel rating -so I feel duped. I would not reccommend this business to anyone. When I informed them about my desire to cancel they continued to harass me and threaten to put my account in collections if I did not pay. This company is a SCAM!!!

Regards,

Business

Response:

March 31, 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.

Based on our previous findings and at Mrs. [redacted]’s request, we have cancelled her Government Vacation Rewards membership as of March 11, 2014; however no refund can be issued. Mrs. [redacted] had a contractual opportunity to cancel her membership within (10) days of purchase to receive a full refund of any monies paid at that time. The cancellation request came approximately four (4) months after the purchase of the membership and the matter surrounding her experience at the hotel was unrelated to the purchase of the membership.

In reference to the conditions of the hotel, Mrs. [redacted] did not exercise her right to immediately contact our agency and make us aware of the issue with the accommodations. Had our agency been notified of the unsatisfactory conditions, we would have contacted the hotel on her behalf and facilitated a reasonable resolution in this matter; we were not afforded this opportunity to intervene as we were not notified of this matter in a timely manner.

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

Best Regards,

Resolution Specialist

Office of the President

Review: I enrolled [redacted] Vacation Select Access Subscription and made down payment of $149 on July 10, 2015. I was told $87 would come out my banking account starting next month. However, I had change my mind about being enrolled in the subscription due to other financial obligations such as student loans. I left a message on July 12, 2013 with the sales rep [redacted] that was working me that I wanted to cancel subscription because I thought the company was open. I called again and spoken to sale representative name [redacted] on July 13, 2015 that I want to cancel my subscription and a refund. I was told that I did the right thing by calling Ms. [redacted] first. She proceeded to tell me [redacted] will be in contact with me by the end of the business day on July 13, 2015. She told that the information would be emailed to me and I have not received any information yet. I also tried faxing a letter to cancel service four time, but the fax would not go through. This is the procedure that is requested by the company after a customer talks to representative. The fax number giving is ###-###-####. On the Revdex.com site, it shows the fax number as ###-###-####, which doesn’t work either because I tired faxing the letter a number of times as well. I also did not received a call on this July 13, 2015 from [redacted] Bruce.

I called and left a message for [redacted] again on July 14, 2015. I told her that I didn’t hear anything from [redacted] the other day and hope that this wasn’t a scam. I then proceeded to call the company directly to reach [redacted] on July 14, 2015. I was able to contact him. I thought that he would get back to me by end of business day on July 13, 2015. He told me he was in a conference all day long I explained to him that I wanted to cancel my subscription because I was concern that I wouldn’t be able to make the payment due to having to pay student loans in a little while. He gave me other options such start paying a moth later. I told him that I would rather just cancel. He said that was fine and proceeded to tell me it would take 7-10 business days. I ask if a confirmation be emailed, as well as, a letter sent to me. He told me that wouldn’t be problem except he is still be in a conference, and will have to email it to me when it’s over that day. I have not received an email for the confirmation or what was discussed. I have done what I supposed to do and feel like I am being done wrong.

I am concerned the amount of $87 will be taking out of my banking amount every month after I have follow proper procedure to cancel and not really getting the response I hoped for. All I want is to cancel my subscription, get my refund, and ensure that money will not be taking out my banking account every month. I want them to follow through on what they are supposed to do.Desired Settlement: To cancel Select Access Subscription, a refund, ensure monthly funds will not be taking out of banking account, and just be done with them.

Business

Response:

Re: [redacted] Case # [redacted] Dear Sir or Madam: We would like to thank you for bringing Ms. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings, and we would like to provide you with the facts and our resolution concerning this matter. Our records indicate that Ms. [redacted] purchased a [redacted] Vacation Select Access Membership on July 10, 2015. The cost of this membership was $1,499.00 with a down payment of $149.00 and eighteen (18) payments of $87.00 per month. Based upon Ms. [redacted] request to no longer remain in the program, and that her original request was received within the rescission period, we have cancelled her membership effective July 17, 2015 and issued a refund of $149.00. The refund was issued to the credit card we have on file ending in xxxx—[redacted]. Please note the refunds can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Ms. [redacted] banks with. We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved. Sincerely, [redacted] Resolution Specialist Office of the President

Review: I paid all my fees with this company and they have not sent me any receipts or contacted me in any way shape or form.Desired Settlement: I want my money back

Review: On 9 Feb 2016 I purchased a 15-year membership in the Pueblo Bonito (PB) Preferred Passport (Passport) by Lifestyle Collection. At the conclusion of a timeshare presentation at PB (Los Cabos, MX), I was sold the Passport membership for $2,750 ($549 to ICE/OVC and $2,201 to PB). I subsequently discovered the Passport salesman made several material omissions when selling me the membership: (1) Limits on Savings Credits were not clearly explained and were ambiguous in contract and marketing documents; (2) Terms and Conditions were only available upon contract activation and not at the time of sales; (3) Weekly rates were represented as $49/week for reservations made within 90-days of travel and $399/week for reservations made up to a year in advance, but these rates are "floors" not fixed rates for the Studios (smallest sized rooms) as represented to me; (4) the sales representative claimed that I missed the 5-day recision window and cannot cancel: Mexican consumer laws permit a 5-day recision window but I do believe they prevent making a refund. Furthermore the 5-day window assumes that, upon contract execution, the product is made immediately available to the consumer. The ICE/OVC Enrollment Application states, "Please allow 30-45 days for membership activation from application date. Upon activation of your account, an email notification will be sent with instructions on how to access your account." I waited 34-days after contract execution for an email notification. Having not received any communication from Pueblo Bonito or OVC, I made contact with the Passport salesman on 13 March 2016. He replied to me on 15 March 2016 with my account access information. That started the 5-day recision window. Within 24-hours I requested cancellation; finally, (6) the Cardholder's Acknowledgement provided to me by PB indicates that I purchased an interval ownership, not a membership--that itself should invalidate the contract.Desired Settlement: Full refund of all monies provided to PB and ICE/OVC for this Passport contract.

Business

Response:

Tell us why here...April 4, 2016

Re: [redacted]



Dear Sir / Madam:

We would like to thank you for bringing Mr. and 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, Mr. [redacted] has not purchased a membership for the Preferred Passport directly through our agency; however, we have a partnered relationship with Pueblo Bonito at Sunset Beach through our Lifestyles Collection program

Unfortunately, our agency does not hold the contract referenced in the correspondence that has been received. The request to cancel the contract has to be sent directly to the Sales Administrator Manager at the following email address:

Briselda Ahumada

[redacted].com.mx

Ms. Ahumada will be able to look into the matter and determine what the next steps are with regard to a resolution of this matter.

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

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President

After looking over the so called deals on cruises that are available, there is a big catch, the extra expense that are added on to the cost of the cruise after the initial cost such as govt fees and taxes seem to be double that of the cruise lines posted fees. Please, if you are going to look this over, do it within the first 10 days. Also, the free week at the resorts are a not very appealing.

Review: International cruises and excursions is operating as sears vacations. I tried to book a vacation through them and I got a message saying it would be 3 to 5 business days for a conformation. I heard nothing for 10 days I called them and talked to Jill and asked for a total refund and complete cancelation of all services. I was told that they would cancel the reservation that was not yet confirmed and would refund all monies. 8 days later I found that I was billed for the reservations and no funds have been refunded. I am extremely dissatisfied with the service and want completely out of their system.

Business

Response:

February 24, 2016

Re: [redacted]

Dear Sir / Madam:

According to our records, Mr. [redacted] purchased a Sears Resort Package in store on January 8, 2016. The cost of the package was $499.00, which was paid in full at the time of purchase.

It is the claim of Mr. [redacted] that he booked a resort vacation and received an email indicating that he would receive a confirmation within three (3) to five (5) business. However, he has stated that he has not received a confirmation in approximately ten (10) days. Mr. [redacted] clarified that he had spoken to Jill and requested the reservation and all services be cancelled and a full refund be issued. He asserts he was informed the reservation, which had not yet been confirmed would be cancelled and all monies would be refunded. Subsequently, Mr. [redacted] noted that he was in fact charged for the reservation, and did not receive a refund. As a result, he is extremely dissatisfied with the service and wants to discontinue his services.

Based upon Mr. [redacted]’s statements that he did not wish to remain in the program and in the interest of customer satisfaction, we have cancelled the package effective February 24, 2016, and a refund was issued for $499.00. The refund was issued back to the credit card we have on file ending in xxxx—7619. Please note that there is no additional refund to issue for the resort stay, as the reservation was not directly charged to Mr. [redacted]’s credit card. The refund can take approximately seven (7) to ten (10) business days to receive depending on the financial institution Mrs[redacted] banks with.

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

Best Regards,

Shannon P[redacted]

Resolution Specialist

Office of the President