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Jetsetter Reviews (13)

Dear [redacted] We believe this complaint to be rectified as we have secured approval from the property for cancellation and have processed the cancellation as of today - both [redacted] and [redacted] have been informed All the best, [redacted] Jetsetter Member Services

Tell us why hereDear ***, Thank you for your quick responseYou are correct, we refunded you $for your experience at the NYLO New York CityThis refund was to compensate you for receiving two beds in your Standard Room instead of One Queen Bed as advertised We are very sorry for the bedding error, if you make any future bookings with us, we are more than happy to assist you in calling the property hours before your cheto confirm the exact bedding arrangement of your assigned room We are sincerely sorry that you were not offered the exact bedding arrangement booked on Jetsetter, this is not a typical situation and we are sorry that you have encountered this problem more than once All the best, Jetsetter Member Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI am wondering how this will be documented so that other consumers can see that their experience is not unique if this happens to them Thanks!
Sincerely,
*** ***

Dear ***,
We are sorry to hear about the discrepancy with your bedding arrangement at NYLO New York CityWe believe this complaint to be rectified as a refund was processed on Feb ***,
In terms of our policies, when you reserve a specific
room type on Jetsetter, you're correct that it should be honored. If you travel on a Jetsetter reservation in the future, we'd be happy to reach out ahead of time to ensure that they have the correct bedding type reserved for youAgain, we are very sorry for the confusion with your Jetsetter reservation at NYLO New York CityAll the best,
Jetsetter Member Services
Jetsetter Member Services
ere

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I have attached a copy of the email sent to Jetsetter on October *** with the price match request via ZendeskJetsetter support did not offer the option to cancel this room as a resolution when I asked for a price match Screenshot from the conversation with customer service attachedI responded to Jetsetter within the time allowedI'd further ask the Revdex.com and Jetsetter to obscure my last nameAgain, I responded to Jetsetter within the time period as suggested by the rep and gaain, I ask for the same resolution.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Tell us why here..
Dear [redacted],
Thank you for your quick response. You are correct, we refunded you $50 for your experience at the NYLO New York City. This refund was to compensate you for receiving two beds in your Standard Room instead of One Queen Bed as advertised.  We are very sorry for the bedding error, if you make any future bookings with us, we are more than happy to assist you in calling the property 48 hours before your check-in to confirm the exact bedding arrangement of your assigned room.
 
We are sincerely sorry that you were not offered the exact bedding arrangement booked on Jetsetter, this is not a typical situation and we are sorry that you have encountered this problem more than once.
 
All the best,
 
Jetsetter Member Services
.

Dear [redacted]
We believe this complaint to be rectified as we have secured approval from the property for cancellation and have processed the cancellation as of today - both [redacted] and [redacted] have been informed.
All the best,
[redacted]
Jetsetter...

Member Services

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:

I want one thing clarified.  I received a partial refund of $50, not a complete refund as this response implies.  I would like this to be noted.  I just want the truth to be available to other consumers.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: On Jan [redacted], my friend [redacted] Tesch used her phone number and email address and paid with my credit card with Jetsetter for a reservation for 6 people, 2 rooms at Moon Palace Resorts, Cancun. I agreed to pay for 6 people, 2 rooms $5904; I received an itinerary with our names and confirming 2 rooms with a tax amount, 'discount' of $3120 and 'total cost' $5904. They also said I would receive a confirmation from the property. After 2 days, I received no confirmation from Moon Palace, I called, they had NO record of our reservation but if I wanted 4 adults in one room there would be an additional $250 per person per night due when we checked in. I called Jetsetter as I agreed to pay $5904 for 6 people in 2 rooms as shown on my itinerary that I received from them. They told me I could not cancel and the fee was on me. I've called numerous times in the past few days and they maintain the same policy - Mind you Jetsetter never asks for my name so each time I call I dont know if they know I'm Hanna (the card holder) or [redacted] (the reservation holder).

January [redacted] I reached a [redacted] at Jetsetter, [redacted] who told me they have a contract with Moon Palace and can't cancel unless Moon Palace allows them to do so. I asked how I can have Moon Palace cancel a reservation that does not exist? He had no reply just repeated their "policy". I also asked how it makes sense that I have a confirmation showing 6 people in 4 rooms and my discount is conveniently the amount I have to pay upon arrival - again he restated their cancellation policy.

I called Moon Palace who told me I have to cancel through Jetsetter. I explained my situation to [redacted](?) in the travel department and he told me they have a policy that cancellations can be made until 4 days prior to arrival - that he could confirm we can cancel but that he has no record of anything from Jetsetter.

I called back and spoke to [redacted] (who I spoke to earlier on 1/**) and explained what Moon Palace told me, and that I have no reservation there and it is fraud to have my money for a service they are not providing and for providing me with fraudulent information about the amount I agreed to. I was told she would follow up with Moon Palace and call me back. I have not heard since.

I have filed a dispute with my credit card company and I have contacted the Federal Trade Commission for help with this.Desired Settlement: I want a full refund of $5904 for the amount they charged to my credit card.

Business

Response:

Dear [redacted]

We believe this complaint to be rectified as we have secured approval from the property for cancellation and have processed the cancellation as of today - both [redacted] and [redacted] have been informed.

All the best,

Jetsetter Member Services

Review: I booked a trip to Tarrytown via Jetsetter. Confirmation number [redacted]. The price I paid for the booking was $590.42. I found a less expensive booking via their parent company, TripAdvisor, for a total of 404.42. I difference of $186. I emailed Jetsetter asking for a price adjustment and they refused to accommodate. Furthermore, when I spoke to the hotel on-site I found out this trip was actually booked via [redacted] and I would need to take any billing issues up with them. [redacted] has a guarantee policy that can be found here:

"For hotels, we go even further: If you find a cheaper rate on your hotel reservation up to two days before your check-in, we will refund the difference and give you a $50 travel coupon for future travel."

Not only does [redacted] match but offer an additional credit. Jetsetter refused to do anything about the price difference.Desired Settlement: A credit of the $186 difference in cost which should have been addressed via the Jetsetter agent ahead of the stay and since the booking was actually through [redacted] an additional $50 price guarantee credit for a total of $236 credited back to my Jetsetter.com account.

Business

Response:

We are very sorry about the issues [redacted] finds with the Jetsetter price match policy. [redacted] booked her reservation on Thu, ** Jul 2015. She was allowed until before 6:00 PM ((GMT-05:00) Eastern Time (US & Canada)) on Oct **, 2015 to decide if she wanted to cancel this reservation for any reason, without penalty. We have no record of [redacted] calling or emailing us to cancel or change this reservation. Currently, we do our best to offer our members the best available rates - hotel prices do fluctuate frequently, and unfortunately we're unable to match the rate that she found. There are several Third party vendors that work together and they all have different rules and advertising for price matching. We would e happy to offer [redacted] a $50 Jetsetter credit for her inconvenience, but we are unable to price matchat this time. Have a beautiful day!

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:

[Your Answer Here]

I have attached a copy of the email sent to Jetsetter on October [redacted] with the price match request via Zendesk. Jetsetter support did not offer the option to cancel this room as a resolution when I asked for a price match. Screenshot from the conversation with customer service attached. I responded to Jetsetter within the time allowed. I'd further ask the Revdex.com and Jetsetter to obscure my last name. Again, I responded to Jetsetter within the time period as suggested by the rep and gaain, I ask for the same resolution.

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

Sincerely,

Business

Response:

Jetsetter does

its best to offer our members the best available rates. However, hotels

change their prices frequently, and that means that, unfortunately, we

cannot guarantee the absolute lowest rate. I’ve replied to you via email

to discuss the specifics that apply to your Jetsetter reservation, so please

feel free to respond to that message with any questions. Thank you.

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 website advertises bed types for hotel rooms and twice I have checked into the hotel and found that there was a smaller bed than advertised. I have spoken to the hotels as well as Jetsetter customer service and all that I have found out is that one hotel states that they do not confirm a bed type, they just hold a reservation for any room in the hotel.Desired Settlement: I would like other people to not be misled by this false advertising. I am hoping that other people don't have this issue moving forward and that Jetsetter is forced to be honest in their postings of these rooms.

Business

Response:

Dear [redacted], We are sorry to hear about the discrepancy with your bedding arrangement at NYLO New York City. We believe this complaint to be rectified as a refund was processed on Feb [redacted], 2016. In terms of our policies, when you reserve a specific room type on Jetsetter, you're correct that it should be honored. If you travel on a Jetsetter reservation in the future, we'd be happy to reach out ahead of time to ensure that they have the correct bedding type reserved for you.Again, we are very sorry for the confusion with your Jetsetter reservation at NYLO New York City.All the best,Jetsetter Member Services Jetsetter Member Servicesere...

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:

I want one thing clarified. I received a partial refund of $50, not a complete refund as this response implies. I would like this to be noted. I just want the truth to be available to other consumers.

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

Sincerely,

Business

Response:

Tell us why here..Dear [redacted],Thank you for your quick response. You are correct, we refunded you $50 for your experience at the NYLO New York City. This refund was to compensate you for receiving two beds in your Standard Room instead of One Queen Bed as advertised. We are very sorry for the bedding error, if you make any future bookings with us, we are more than happy to assist you in calling the property 48 hours before your check-in to confirm the exact bedding arrangement of your assigned room. We are sincerely sorry that you were not offered the exact bedding arrangement booked on Jetsetter, this is not a typical situation and we are sorry that you have encountered this problem more than once. All the best, Jetsetter Member Services.

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.I am wondering how this will be documented so that other consumers can see that their experience is not unique if this happens to them. Thanks!

Sincerely,

Review: I made a hotel reservation through [redacted] at [redacted] in [redacted], ** on April **, 2015, checking in Jul **, and checking out July **. Total charges were $458.00. When I made the reservation, there was no notice or warning to the consumer that the reservation could not be modified or adjusted, and that no refund could be issued. I received an email with a receipt from Jetsetter and [redacted] later that same night. On July *, 2015, I contacted Jetsetter to let them know that I was scheduled to appear in court in a case in [redacted] and could not be in [redacted] on July [redacted]. I requested a refund or to reschedule my stay and was told by a customer service representative, Mark, that neither was an option. It is unfair to the customer that 1) it is not apparent until after the transaction was made that the reservation was booked through a third party, 2) there is no notice until after the purchase is made that changes cannot be made to the reservation.Desired Settlement: I would like a refund for my reservation. I contacted Jetsetter several weeks prior to my scheduled arrival to let them know that I could not be in [redacted] on July [redacted].

Business

Response:

Some Jetsetter reservations do have a "no cancellations or modifications” policy and all policies are stated on the checkout page before you make the purchase. I've replied to you via email to discuss the specifics and policies that apply to your Jetsetter reservation, so please look out for that, and feel free to contact us directly to discuss further. Thank you.

Review: I booked and paid for a luxury suite at the [redacted] Hotel NYC for 12/**/13-12/**/13 on the JETSETTER website on 12/**/13. The room offered on the website was clearly called a "luxury suite". I received immediate email confirmation on 12/**/13 from Jetsetter that I was booked in a luxury suite. I then received another email confirmation from Jetsetter on 12/**/13 with the [redacted] confirmation # that I was booked in a luxury suite. Upon arrival at Sofitel, my wife and I were given an executive suite (a lower category room with a significantly lower rate). [redacted] said all the luxury suites were occupied. I contacted Jetsetter and asked for a refund for the difference between the luxury suite and the executive suite. Jetsetter states that I booked an executive suite and that the term "luxury suite" was a "typo". The [redacted] website makes a clear distinction between Luxury Suite and Executive Suite. They are different category rooms. I booked a luxury suite and will not pay for a luxury suite when I was put into an inferior category room. The rate difference for these rooms at the time we stayed is $229.50 per night. I expect reimbursement to my credit card of $459 plus 18% tax = $541.62.Desired Settlement: The rate difference for these rooms at the time we stayed is $229.50 per night. I expect reimbursement to my credit card of $459 plus 18% tax = $541.62.

Business

Response:

Dear [redacted],

We have been in touch with the [redacted] regarding this discrepancy. During the month of December they changed the names of their suites, and the "Luxury" suite became a room type that guaranteed placement on the 22nd-29th floors. After [redacted]'s reservation they let us know this, and we made the modification on our site, as the details for the Suite he had purchased were now the same as what is referred to as an "Executive" suite. Although there was no guarantee on Jetsetter (or via Sofitel) that booking the Luxury Suite through our website would guarantee 22nd-29th floor placement, Jetsetter decided to reimburse [redacted] for the rate difference between the two rooms. The rate difference between an Executive and Luxury Suite is $100/night, which can be found on Sofitel's website. Therefore, we refunded [redacted] $200 for two nights, plus the associated 14.75% tax for a total of $229.50. When we asked [redacted] where he saw the rate difference of $229.50/night, he responded with:

"I am so tired of this.

Please, just refund my credit card and don't email me anymore."

Therefore, although Jetsetter was under no obligation to refund [redacted] for this issue, we feel that we have appropriately addressed the concern.

Please let us know if you have any questions.

All the best,

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Description: TRAVEL AGENCIES & BUREAUS

Address: 330 Hudson Street Floor 2, New York, New York, United States, 10013

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