Liberty Travel, Incorporated

Review: I purchased a trip through Liberty Travel to Paris on March 2, 2014. I was informed by Agent [redacted] that I needed to leave a down payment of $1,260.00 in order to secure both the airfare and the hotel, this amount was put down on this date. Approximately three weeks later, I received a telephone call from **. [redacted] stating the hotel was overbooked and my party needed to secure a different hotel. I sent [redacted] an email asking him to look into 3 or 4 other hotels, I waited approximately two days but did not get a response. Once he did respond he sent me a hotel that I did not inquire about and stated he did not have time to look into my last request but would follow up with them, however he never did. I later found out that the hotel inform Liberty Travel Staff the very next day that the hotel was booked and the consumers needed to secure another location. Due to the timeframe in [redacted] contacting me, I could not find a decent hotel in my price range.

Liberty Travel is in breach of their contact, I paid for a service that was not fully provide which is fraud. Staff had adequate time to rectify this problem but did not follow up with me in a timely manner. Liberty Travel offered to cancel my trip but would charge me a penalty for their mistakes. The staff was rude and unapologetic and continue to make me feel like I was at fault.

Not only did Liberty Travel not provide a service that was paid for, they are also negligent in communicating information to their consumers. Per a conversation with Tanya, their hotels have 72 hours to confirm a request. This hotel informed them the very next day, less than 24 hours and they took almost three weeks to contact my party. I filed a complaint with my credit card company and [redacted] lied to them stating, he informed my party at booking it may be a chance the hotel would not be secured, when in fact he told us to put 1260 down to insure the hotel and flight were secured, he also told my credit he offered my party a more expensive hotel, which he did not, lastly he stated he contacted my party when he found out the hotel was not booked and he worked with my party for a few weeks trying to find alternatives...lies lies all lies!!!! Liberty Travel Staff have unethical practices!!! A very displeased client!!!Desired Settlement: I would like a full refund in the same manner that I paid.

Review: March 2, 2014 myself and a friend booked a vacation to Paris, France at the Liberty Travel location above for September 11 -18, 2014. [redacted] was the assigned travel consultant. **. [redacted] was given a budget in which airfare and hotel should not exceed. **. [redacted] found airfare with [redacted] airlines and booked our land stay with Hotel [redacted] in Paris. We were not informed that **. [redacted] was to request a stay but in fact believed that the hotel was booked. We then proceeded to pay the requested amount given by **. [redacted] and was charged. Three weeks after the initial agreement, **. [redacted] contacted my party to inform us that the hotel in which we originally booked was full and our dates were not available. At that moment, I was disturbed that my account had been charged for a service that was not provided. My party and I consulted with **. [redacted] and tried to rectify the problem. We revisited the hotel plans and attempted to give him a new list of interest. Approximately one week after the second consultation, I personally contacted **. [redacted] to learn the progress of the hotel search. I was informed by **. [redacted] that he had not yet taken care of the matter, but will ASAP. My party contacted **. [redacted] the following day and was promised a call back by the end of the business day. She did not receive a response until 9 pm. The response was that all of the hotels on our list were booked. Thursday March 27th, we contacted **. [redacted] to see how we can receive all of the monies for the trip back or a credit voucher in the amount of that paid by each party, in which we were informed that we can not receive such funds back. We were informed to file with the insurance company, [redacted] to receive our full refund. I disagreed with this matter because we paid for services that were not provided. I contacted the manager, [redacted] at Liberty Travel, and was informed that it takes up to 72 hours to receive confirmation from a European hotel. Clearly, we were not notified within 72 hours or soon after, but three weeks after initial booking. I believe that our matter of concern about professionalism, communication with paying consumers, and timely restoration of this matter was not handled. My trust with Liberty Travel has been broken and I refuse to do any other business with the company.Desired Settlement: My desired outcome is to receive a full refund of money charged to my account or a credit voucher from Liberty Travel in the full amount of the vacation.

Business

Response: