Lake Zurich Travel & Cruise

I am sorry that this client seems to be misinformed on this situation.Firstly, [redacted] was in a party of three, and the contact that made the reservation with our office was ***, who had all the communication with *** [redacted] works days a week, and [redacted] knew her schedule, although apparently [redacted] may not have known this We are agents, not property owners, and booked through a supplier, as we usually do, that contracts hotels The hotel they originally quoted and booked for this group turned out to have overbooked and cancelled this reservation with our supplier, [redacted] Destinations Our supplier then re-accommodated these guests in another property that was actually an upgrade from the original, and worth quite a bit more than they originally paid The lead client, ***, was informed of this change on July and they were not arriving in Italy until August [redacted] was not satisfied with this upgraded property because it was in a different town than she originally planned (however, it is only 15-minutes away on the Amalfi coast) [redacted] Destinations was not able to find any properties in [redacted] during the height of the season [redacted] worked effortlessly for a couple days to find an option for them in the same town ( [redacted] instead of [redacted] ), that would be available and in their price range [redacted] was able to secure multiple property options and the client ***, our main contact, chose one that was more expensive than the original [redacted] then refunded the original hotel portion, even though it was non-refundable and under 100% penalty, as a favor to [redacted] Travel Because the other two travelers could not pay for the new hotel, [redacted] Travel fronted the money for the new hotel, something we would never usually do and against our policy, and recharged the clients only the portion that was actually refunded to them from [redacted] I believe we went above and beyond for these clients, even continuing to communicate with them while they were in Italy, and in reality, two of the guests, [redacted] and [redacted] , still owe us $each for the accommodations that they stayed in There is no reason these clients should be requesting a "free" trip

I am sorry that this client seems to be misinformed on this situation.Firstly, [redacted] was in a party of three, and the contact that made the reservation with our office was ***, who had all the communication with ***.? [redacted] works days a week, and [redacted] knew her schedule, although apparently [redacted] may not have known this.? We are agents, not property owners, and booked through a supplier, as we usually do, that contracts hotels.? The hotel they originally quoted and booked for this group turned out to have overbooked and cancelled this reservation with our supplier, [redacted] Destinations.? Our supplier then re-accommodated these guests in another property that was actually an upgrade from the original, and worth quite a bit more than they originally paid.? The lead client, ***, was informed of this change on July and they were not arriving in Italy until August 10.? [redacted] was not satisfied with this upgraded property because it was in a different town than she originally planned (however, it is only 15-minutes away on the Amalfi coast).? ? [redacted] Destinations was not able to find any properties in [redacted] during the height of the season.? ? [redacted] worked effortlessly for a couple days to find an option for them in the same town ( [redacted] instead of [redacted] ), that would be available and in their price range.? [redacted] was able to secure multiple property options and the client ***, our main contact, chose one that was more expensive than the original.? [redacted] then refunded the original hotel portion, even though it was non-refundable and under 100% penalty, as a favor to [redacted] Travel.? Because the other two travelers could not pay for the new hotel, [redacted] Travel fronted the money for the new hotel, something we would never usually do and against our policy, and recharged the clients only the portion that was actually refunded to them from [redacted] .? ? I believe we went above and beyond for these clients, even continuing to communicate with them while they were in Italy, and in reality, two of the guests, [redacted] and [redacted] , still owe us $each for the accommodations that they stayed in.? There is no reason these clients should be requesting a "free" trip.? ?

I am sorry that this client seems to be misinformed on this situation.Firstly, *** was in a party of three, and the contact that made the reservation with our office was ***, who had all the communication with ***. *** works days a week, and *** knew her schedule, although apparently
*** may not have known this. We are agents, not property owners, and booked through a supplier, as we usually do, that contracts hotels. The hotel they originally quoted and booked for this group turned out to have overbooked and cancelled this reservation with our supplier, *** Destinations. Our supplier then re-accommodated these guests in another property that was actually an upgrade from the original, and worth quite a bit more than they originally paid. The lead client, ***, was informed of this change on July and they were not arriving in Italy until August 10. *** was not satisfied with this upgraded property because it was in a different town than she originally planned (however, it is only 15-minutes away on the Amalfi coast). *** Destinations was not able to find any properties in *** during the height of the season. *** worked effortlessly for a couple days to find an option for them in the same town (*** instead of ***), that would be available and in their price range. *** was able to secure multiple property options and the client ***, our main contact, chose one that was more expensive than the original. *** then refunded the original hotel portion, even though it was non-refundable and under 100% penalty, as a favor to *** *** Travel. Because the other two travelers could not pay for the new hotel, *** *** Travel fronted the money for the new hotel, something we would never usually do and against our policy, and recharged the clients only the portion that was actually refunded to them from ***. I believe we went above and beyond for these clients, even continuing to communicate with them while they were in Italy, and in reality, two of the guests, *** and ***, still owe us $each for the accommodations that they stayed in. There is no reason these clients should be requesting a "free" trip

I am sorry that this client seems to be misinformed on this situation.Firstly, *** was in a party of three, and the contact that made the reservation with our office was ***, who had all the communication with ***. *** works days a week, and *** knew her schedule, although apparently
*** may not have known this. We are agents, not property owners, and booked through a supplier, as we usually do, that contracts hotels. The hotel they originally quoted and booked for this group turned out to have overbooked and cancelled this reservation with our supplier, *** Destinations. Our supplier then re-accommodated these guests in another property that was actually an upgrade from the original, and worth quite a bit more than they originally paid. The lead client, ***, was informed of this change on July and they were not arriving in Italy until August 10. *** was not satisfied with this upgraded property because it was in a different town than she originally planned (however, it is only 15-minutes away on the Amalfi coast). *** Destinations was not able to find any properties in *** during the height of the season. *** worked effortlessly for a couple days to find an option for them in the same town (*** instead of ***), that would be available and in their price range. *** was able to secure multiple property options and the client ***, our main contact, chose one that was more expensive than the original. *** then refunded the original hotel portion, even though it was non-refundable and under 100% penalty, as a favor to *** *** Travel. Because the other two travelers could not pay for the new hotel, *** *** Travel fronted the money for the new hotel, something we would never usually do and against our policy, and recharged the clients only the portion that was actually refunded to them from ***. I believe we went above and beyond for these clients, even continuing to communicate with them while they were in Italy, and in reality, two of the guests, *** and ***, still owe us $each for the accommodations that they stayed in. There is no reason these clients should be requesting a "free" trip.

We believe *** *** Travel has gone above and beyond to satisfy the clients' requests. They were rebooked into a more expensive property than originally reserved, as is often the case in travel lodging when it is high season and properties tend to oversell. ***, while possibly out of the office when the client called, was in constant contact with the client who was asking for the change, even while abroad. Although *** was competely sold out during their high season, way before the dates in question, *** worked tirelessly for several days trying to please the clients with properties not to be found. When she was able to find something, the clients agreed to the new property, which was more expensive, and *** *** Travel has indeed covered the costs of the difference for part of it since the clients did not pay us the balance owed. Besides the upgraded property, they also received a refund from *** Destinations (an excellent company working mainly with travel professionals, not directly with the public), because the company did *** *** Travel a favor and got them a refund on a non-refundable, sold-out property during high season. They were also offered a free excursion, which they declined. We are sorry this client is unhappy with our service, and we understand if she does not want to use us again; however, they did stay in their reserved accommodations and we are not sure why they believe these circumstances warrant a free stay.

Complaint: ***
I am rejecting this response because: I would like to start off that I am not misinformedYes, *** had originally spoken with *** *** Travel in booking this trip, but *** did not pay for my share of the tripI am a paying client and feel that I should not be dismissed by this company the way she did even upon booking the tripThe customer service of this company is horribleIf *** only worked days a week shouldn't someone else been informed of our trip? Every time I called the office on ***'s office days, she was always "busy" or on a "phone call" and no one else could assist me with my questions or even knew I existedI never received an itinerary and had to constantly ask for an emailed receipt of every transactionShe would always follow up with me a week later. On July *** went to *** *** Travel to pick up her itinerary*** greeted her with ....I know the hotel is incorrect..I will fix it please don't tell *** or ***! I will be in contact to with you and let you know which hotel I can place you in in ***NOT EVER did we choose a hotel in ***! With this information *** was constantly checking emails and taking phone calls while in Poland hrs ahead ..***'s first leg of her family vacation of her 40TH Birthday celebration was nerve racking knowing we did not have a hotel in ***! *** could have gladly contacted me or our other guest *** on this matter ,instead of using ***'s International plan! Why weren't we contacted if there a major situation like this? I was told of this matter on August 7thOn this day *** was in flight to AZ, and *** was in Poland at the salt mine*** now was contacting me to make the decision, although she stated that I was misinformed for not being a main contact. I don't understand why LZT would choose to affiliate with ***, which if you look at their ratings and comments is very poorEvery person who has used this company has had an issueKnowing this, LZT why would you continue to use them? Yes, I understand things happen, but don't make yourself the victimWe pre paid for this excursion in February as far as we knewWhen we were asked for the final payment for the hotel in June, *** again was not in the office and we were told it was due Saturday, June but due to her lack of communication and presence she stated we could just pay for it on June 14thWhich probably led to this problem. As a company, with a mistake this big they should have eaten the costBut instead hours prior to us arriving in Italy we were told there policy doesn't allow thisBut *** is stating that *** is her aquaintence, why didn't she make an exception? This company has no loyalty to their clientsThey should have had a back up plan or they should have paid closer attention to ALL the detailsWe wanted to hire a travel agent for a reason, being that we wanted to have a care free trip, we even paid for travel insurance which was suggested, and that has gotten us no where as well. I am so disappointed that *** was more involved and concerned with her personal travels (which we knew because of automated emails), that she didn't seem to pay attention to OUR travel itinerary. I hope that this doesn't happen to any other clients and that *** will no longer be in businessThis has become a nightmare for months now.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I would like to start off that I am not misinformedYes, *** had originally spoken with *** *** Travel in booking this trip, but *** did not pay for my share of the tripI am a paying client and feel that I should not be dismissed by this company the way she did even upon booking the tripThe customer service of this company is horribleIf *** only worked days a week shouldn't someone else been informed of our trip? Every time I called the office on ***'s office days, she was always "busy" or on a "phone call" and no one else could assist me with my questions or even knew I existedI never received an itinerary and had to constantly ask for an emailed receipt of every transactionShe would always follow up with me a week later. On July *** went to *** *** Travel to pick up her itinerary*** greeted her with ....I know the hotel is incorrect..I will fix it please don't tell *** or ***! I will be in contact to with you and let you know which hotel I can place you in in ***NOT EVER did we choose a hotel in ***! With this information *** was constantly checking emails and taking phone calls while in Poland hrs ahead ..***'s first leg of her family vacation of her 40TH Birthday celebration was nerve racking knowing we did not have a hotel in ***! *** could have gladly contacted me or our other guest *** on this matter ,instead of using ***'s International plan! Why weren't we contacted if there a major situation like this? I was told of this matter on August 7thOn this day *** was in flight to AZ, and *** was in Poland at the salt mine*** now was contacting me to make the decision, although she stated that I was misinformed for not being a main contact. I don't understand why LZT would choose to affiliate with ***, which if you look at their ratings and comments is very poorEvery person who has used this company has had an issueKnowing this, LZT why would you continue to use them? Yes, I understand things happen, but don't make yourself the victimWe pre paid for this excursion in February as far as we knewWhen we were asked for the final payment for the hotel in June, *** again was not in the office and we were told it was due Saturday, June but due to her lack of communication and presence she stated we could just pay for it on June 14thWhich probably led to this problem. As a company, with a mistake this big they should have eaten the costBut instead hours prior to us arriving in Italy we were told there policy doesn't allow thisBut *** is stating that *** is her aquaintence, why didn't she make an exception? This company has no loyalty to their clientsThey should have had a back up plan or they should have paid closer attention to ALL the detailsWe wanted to hire a travel agent for a reason, being that we wanted to have a care free trip, we even paid for travel insurance which was suggested, and that has gotten us no where as well. I am so disappointed that *** was more involved and concerned with her personal travels (which we knew because of automated emails), that she didn't seem to pay attention to OUR travel itinerary. I hope that this doesn't happen to any other clients and that *** will no longer be in businessThis has become a nightmare for months now.
Sincerely,
*** ***

We believe *** *** Travel has gone above and beyond to satisfy the clients' requests. They were rebooked into a more expensive property than originally reserved, as is often the case in travel lodging when it is high season and properties tend to oversell. ***, while possibly out of the office when the client called, was in constant contact with the client who was asking for the change, even while abroad. Although *** was competely sold out during their high season, way before the dates in question, *** worked tirelessly for several days trying to please the clients with properties not to be found. When she was able to find something, the clients agreed to the new property, which was more expensive, and *** *** Travel has indeed covered the costs of the difference for part of it since the clients did not pay us the balance owed. Besides the upgraded property, they also received a refund from *** Destinations (an excellent company working mainly with travel professionals, not directly with the public), because the company did *** *** Travel a favor and got them a refund on a non-refundable, sold-out property during high season. They were also offered a free excursion, which they declined. We are sorry this client is unhappy with our service, and we understand if she does not want to use us again; however, they did stay in their reserved accommodations and we are not sure why they believe these circumstances warrant a free stay