Marlin Travel (Regina, Cornwall Centre)

Paid in full for a 14 night stay in Waikiki. Payment in full was made July 24th, 2015.We confirmed, paid in full for and were billed for 14 nights at [redacted] in Waikiki. The billing date was July 24th, 2015 and 12:45 pm. [redacted] was the service rep for Marlin Travel in the Regina Cornwall Center with whom we made, confirmed and paid for the vacation with the understanding that once paid in full there would be no 'extra' fess or charges. At no time were we ever told that their would be or could be any extra costs over and above that discussed and secured with full payment July 24th. We completed the transaction (reservation #[redacted] - Itinerary #[redacted]). The total amount of this vacation was paid in full and we have just learned that our confirmed, paid in full, vacation will now be subject to another $420.00 payable at check out Feb 19th, 2016 and no guarantee that is all. Upon raising our concern this with our rep, we were told that that is "normal". I asked her why that was not told to us up front. She had no other answer except that that as normal. The reservation is non-refundable. If we wanted unexpected fees we would have looked after the details of our own vacation. [redacted]. [redacted]. Now we use a company that advertises itself as a travel agent and them takes our money and voucher and still wants us to cover other "normal" fees. [redacted]Desired SettlementWe simply want to be certain that we are not responsible (required to pay) for this "normal" fee and that there will not be any new "normal" fees on our fully paid vacation. We gave them our money with a 7 month lead time not requiring any more than to go on our vacation for what we paid. Business Response [redacted]I have followed up with the travel consultant in our office that booked the holiday component for your upcoming vacation. She advised at the time of booking she provided the costs for the accommodations whether we booked the flexible rate or the non-refundable rate, and the non-refundable rate was a much better price and therefore booked. Also, prior to securing the booking (making reservation) the "Resort Fee" that the hotel charges locally was advised. The consultant also upon booking did send the email with the booking and advised how to print the hotel voucher from the email link...which again stated the "Resort Fee" that the hotel charges. As an agency, we do not control the fees that the hotels charge locally but do indeed advise the clients so that they are aware and prepared for the local costs while in destination. I do know that many hotels in the US and North America in general have been adding "Resort Fees" to cover the costs of the added amenities they offer during your stay with them, and at some hotels if you are not going to use those amenities, you can discuss locally and they may or may not waive the fees, but that is not something we as agents or an agency can control or advise on what the hotel staff can or will do. [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The resort fee was not advised. There was no mention of this while I spoke to [redacted]. I had originally booked at the [redacted] myself and the booking which I have a copy of states "No Resort Fees." Had I known that the booking I made through Marlin Travel would include these fees, I would have kept my original booking. If conversations are recorded, you can verify that we did not discuss these fees. This will be an additional $420.00 U.S. which adds a substantial cost. I feel we should be reimbursed for these fees.