Jet Set Vacations

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We still have not received the reimbursement for the overcharge, though we were contacted by Sue at Jet Set Vacations and she says that she'll follow-up and get back to us. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

She gave us verbal authorization to charge her card at which time the penalties were explained to her. She was told that the tickets may be cancelled but was also told it was non refundable - and the form states it is a receipt after purchase. We will be more than happy to play the call for her...

along with anyone else. She called and said she needed to cancel the reservation which we did and tried to make an exception and give her a refund to the package she agreed to be non refundable. At the time of cancellation we were instructed NOT to process a refund because she wanted to deal with her credit card directly.  She called us on [redacted] and said that she would now like us to process the refund which we did immediately.   We have already processed a refund for everything except the airlines tickets which is because Spirit unfortunately would NOT waive the penalties/policies so they gave her a future travel credit. Malik has answered all emails in a timely fashion and as soon as Ms Diaz decided that she wanted us to provide the refund we issued the funds we had back to her card immediately.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has not been resolved.What they have done is a breach of contract.  They lied and stole and blamed it on the hotel in the Dominican republic.  They did not honor anything regarding our stay nor was there any acceptance of a voucher. They offered us to come back another time and we said no because we were already there! Why would we come back?  This matter is not resolved.Thank you  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Jet Set Vacations regarding complaint ID [redacted].Sincerely,[redacted]

The customers contract with us specifically states that WE are not responsible for third party providers which in this case was the hotel. The hotel had oversold that section of the resort which resulted in the move and had nothing to do with our agency. The voucher was provided by the hotel directly and needed to be redeemed through the hotel by following the instructions on the voucher that she was given. We never lied OR stole anything from these customers. In fact this customer flew on the flights, took their transfers, stayed at the hotel, and used ALL services(food/drink etc) that she was billed for PLUS asked to stay for an entire extra week! These services were prepaid to all suppliers. the suppliers WILL NOT refund for services used.

Review: I booked a vacation through Jet Set Vacations on the phone on behalf of my partner and I. I was quoted $1598.00 for the total cost of the vacation including airfare, taxes and fees, and charges by various travel agencies. The invoice lists a total price of $1598.00, just like what Sales Rep Sue D[redacted] quoted me over the phone. Similarly, Jet Set's Credit Card Authorization/Disclosure Form states that though "credit card transactions may be broken down into more than one charge [...they] will total the cost stated by the agent and confirmation." In addition, we only authorized charges up to $1598.00 by signing the form. We are seeking reimbursement of the overcharge in the amount of $423.32. We were quoted $1598.00 but we were charged $2021.30. In order to resolve this matter quickly, my partner broke down the 6 charges that were charged this his credit card with two fields highlighted to bring to Sue's attention the possible overcharge because it was listed as the same charge. After calling to work this out and being on hold for over twenty minutes, both my partner and I emailed Sue various times in order to get answers and resolve this overcharge. Sue did not respond to our inquiry and simply notified us that travel documents "come two weeks prior to departure", thus ignoring our entire email thread outlining our grievance. I have also notified her that I intended to file a complaint by the close of business on February **, 2016 and still, we were not able to get through to the company or resolve the matter without the involvement of the Revdex.com.Desired Settlement: We are seeking reimbursement of the overcharge in the amount of $423.32. We were quoted $1598.00 but we were charged $2021.30.

Business

Response:

I apologize for any delay in response and I will be sure that someone contacts her today 3/*/2016.I need to look over the charges and the emails and will be in contact as soon as this is figured out.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We still have not received the reimbursement for the overcharge, though we were contacted by Sue at Jet Set Vacations and she says that she'll follow-up and get back to us.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The refund has been processed from our merchant account. It may take up to one billing cycle to appear on the cardholders statement and that time frame depends on her credit card companies issuing bank.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: This is the most I'd really like to say about our "all-inclusive Dominican Republic resort stay"..

--At the "resort", we found blood on the dresser & we were in barbed wire fences with guards... We were surrounded by the ghetto & had to have proof to leave the "gates".. We honestly thought we might get shot or sold... We took pictures of the conditions & are going to fight it... I used my dad's sky points to get a quick flight back

to [redacted]! (Yesterday I was having continuous panic attacks for having researched & chosen the [redacted] in [redacted]- :( I feel awful & terrified)

---Online it's this glamorous stunning all inclusive resort-- in reality the bed was just a box spring (flat box) an old TV with a stripped coaxial cord jammed into the back for fuzzy cable, no wifi unless you pay per device hourly, no water in the rooms (to drink), the pool was in shambles, our shower didn't work or drain, only 1 light worked and upon entering the room you put the keycard into a slot in the wall to turn on the electricity (a/c just blew air around) and the keycard got super hot so we thought it'd catch on fire--- it looked like section 8 housing in the ghetto but with chickens running around... If we were degrading we could be put in jail so we said there was a family emergency & begged for a taxi...

[redacted]No one spoke English AT ALL so I had to use basic Spanish and ask them to slow down when speaking but thank god I know may Spanish!!!Desired Settlement: Seeking a full refund for "honeymoon" vacations.

Consumer

Response:

At this time, I have not been contacted by Jet Set Vacations regarding complaint ID [redacted].Sincerely,[redacted]

Review: Dear Sir/Madam,

I booked a vacation package with this company for $2,726 but they charged me $2,762. It has been more than 90 days but I still did not get back $36 that was charged in excess. I am attaching all the communications, invoices and Credit Card Authorization hereDesired Settlement: Refund of $36 that was charged in excess.

Business

Response:

I would like to extend my apologies for the oversight in this refund. We will go ahead and process the $36.00 refund onto the card used at the time of booking. I will be sure to email the client also and let him know. We will also be including a $50 per person future travel credit to apply to another reservation for travel in the next year. Once again I apologize for this oversight.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: After having an unclear conversation about the total cost of the package being sold to me (which was somewhere around 2254.08 according to my calculations) , I had asked for a refund. I was told that a cancellation would result in a $300 cancellation fee. I argued that because the total cost was not stated in a clear format, and being told that the charge being made to my account would only be $1265.96, I should not be charged that fee. If I had heard the grand total of the package I would never had bought. After going back and forth for an hour, I settled to have the $300 cancellation fee applied to the refund. I then had been notified that my account had been over drafted again due to a charge of $988.12. A charge that should not have come through at all, which have thrown my finances into a whirlwind of confusion, and is costing me fees and the inability to pay bills and make needed purchases.

Additionally, the professionalism and customer service in this office is sub-par, as employees are telling me they have more power or capabilities than their supervisors, supervisors who are in office and leave the office with calls on hold without notifying the caller (I waited a whole hour before hanging up and calling back only to find that their supervisor had left for the day, When he was in office when I placed my first call to talk to him and was placed on hold). Being hung up on by the supervisor. And having the entire office still working without a single supervisor available because they left early for the holiday.Desired Settlement: I am asking for a full refund, with no cancellation fees for tickets ($300) because of the difficulty this has brought up in my finances.

Business

Response:

Dear [redacted]:

This is in response to ID # [redacted]

[redacted] called our office and made a reservation for 2 people.

At the time the reservation was being made, he was informed of our cancellation policy, and booked or departure inside 45 days. I am attaching a link for our terms and conditions which states :

: Any travel cancelled within 45-30 days of anticipated travel date will result in a 50% penalty to provider and any additional fees charged by 3rd parties will be the sole responsibility of the customer.

[redacted] signed the cancellation form stating the reservation would be nonrefundable. I have included that as well as an attachment.

The booking agent worked very hard to have the airline tickets and the package voided and the only penalty the client incurred was $150 per person fee that we could not waive. As a gesture of good will, we gave [redacted] the $150 per person penalty he was charged, to use toward another vacation as a future travel credit booked through our agency in the next year.

As you can see the agent and our company have gone above and beyond to help the client by having most of the penalties waived and the penalties we could not waive we are allowing him to use as travel credit towards another trip.

Please feel free to let me know if you have any other questions or if I can provide you with any further details.