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Pacific Holidays Reviews (23)

Re: Complaint ID - [redacted] Pacific Holidays’ response to complaint: Dear [redacted] : The letter of complaint you submitted to the Revdex.com on August * was forwarded to my desk Please refer back to our detailed response, posted earlier that same day, to your previous letter of complaintYour most recent letter does not introduce any new informationSince you are asking for a refund of 50% of $8,500.00, it is apparent that there is still some misunderstanding on your part of the amounts you paid for your trip and the question of your eligibility for a refundFirst, please note that [redacted] was not Pacific Holidays’ clientHe paid no monies to Pacific Holidays or Groupon, and you did not pay any costs to Pacific Holidays or Groupon on his behalf Second, you paid a total of $4,(not $8,500.00) to Groupon and Pacific Holidays for your trip, as follows: [redacted] $2,- to Groupon (Sept **, 2016)As noted in the offer, “All options priced per person, based on double occupancy, or pay an additional $1,fee to travel solo.” [redacted] $1,- to Pacific Holidays (Oct **, 2016)This covered $1,one-way air upgrade to business class +$travel insurance, [redacted] $- to Pacific Holidays (May *, 2017)This covered $single supplement [i.e., solo traveler fee] +$surcharge for upgrade to Beach Bungalow at First Landing ResortAgain, we note that, due to an agent error in your favor, you received a generous discount; the solo traveler fee was advertised as $1299.00, Shortly before your departure, you informed your Pacific Holidays’ agent that you wanted to add [redacted] to your cabinShe checked with [redacted] and found that they required a further payment of $before you were to embark on the cruise in order for you to have a twin cabin and allow [redacted] to join you on the cruiseShe informed you, accordingly, and you promised to fax authorization for this payment to Pacific Holidays Since you failed to make this payment, your agent informed [redacted] that they would need to collect the $payment directly from youWe understand that he paid this amount during the cruiseAgain, this amount was not paid to Pacific HolidaysAs previously explained, [redacted] is an all-inclusive cruise ship, which includes your meals daily, shore excursions and daily activitiesYour single supplement that you paid ($776.00) did not include the cost for a second person joining you to eat, play and participate in all activitiesFor this reason, you were asked to pay the additional $for [redacted] to share your cabin You are not due a refund of any portion of the $4,you paid to Groupon and Pacific Holidays for your trip, nor of the $you or [redacted] paid to [redacted] for him to join you on the cruiseYou received all services as advertised, and, in fact, as detailed previously, received a deep discount Once again, we regret any misunderstandingsYour account is clear with Pacific Holidays and [redacted] , and you are not due any refundSincerely, Customer CarePacific Holidays Attachment: paid invoice

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 were not allowed to skip payment of $per person to cancel our reservation status with Pacific HolidaysThe attachment will show a payment of $(payment for my wife and myself) to process the cancellation [redacted] has since fully refunded us for the original price of the package- not for the additional $we paid to Pacific Holidays to cancel In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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: [Your Answer Here] First off, both Captain Cook cruise and Pacific Holidays are both unethical establishments with very rude staff! The $8,was roughly the overall total we both spent on a trip which was destroyed by both of your agents! It is not our fault that the level of incompetence placed on us while on a vacation from either party is in anyway out of line demanding a refund at 50% which would be in the amount of half of what [redacted] paid out of pocket! Do the math! Errors happen and you made the mistake as we see it this is an unsatisfied matter! This will be dealt with to our complete satisfaction! This matter is not closed nor will it stop until we reach an understandingThis was not a cheap trip and we don't tolerate any form of this behavior In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

May *, Dear [redacted] , The letter of complaint you submitted to the Revdex.com was forwarded to my deskWe have investigated the concerns you expressed regarding your experience with Pacific Holidays, and we are responding to them through this letter As noted in the attached email, sent to you by our company’s vice president, Marta V***, on Dec **, 2015: “ [redacted] ***.” This policy is also part of our agreement with [redacted] ; for this reason, payment of the cancellation fee is required before [redacted] will refund your purchase from them You agreed to pay the above cancellation fee when you completed and submitted the signed credit card authorization form (including your credit card information) to our office on March *The following day, we charged your credit card, accordingly After your payment of the cancellation fee to Pacific Holidays, we understand that you received a full refund from [redacted] for the original price of the package that you purchasedThe cancellation fee is nonrefundable I hope that you will want to travel with our company in the futureShould you book another trip with Pacific Holidays, we would like to give you and your wife a complimentary half-day sightseeing tour for that trip; just present a copy of this letter so that the agent can include the complimentary tour in your booking Sincerely, Peggy S [redacted] Customer Service

We have waived the $cancelation fee for this client and to our knowledge the client was refunded in full for his trip by [redacted] Client never paid anything to Pacific HolidaysThank you very much for following up,

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: Pacific Holidays response indicates their willingness to deal with customer dissatisfaction. In my experience through multiple emails and phone calls over the period of nearly 3 months, the extent of their willingness to deal with my dissatisfaction was to take what they had to offer or forfeit everything. I have the aforementioned email from Marta saved in my inbox, and I recall being equally appalled at that time, as now, with the stance it took. Quite simply, the only way for my wife and I not to be penalized for dealing with Pacific Holidays was to not be willing to use their services in the first place. We had a time limit to use the [redacted] vouchers for the trip, and the inability of Pacific Holidays' agents to provide timely responses to questions meant that the trip we were very excited to take would have to be aborted before we could even find out if modifying it was possible or even affordable. I can appreciate the time and energy it takes to doing a good job. But quoting the need to deal with local groups and negotiate offline deals when a 30 minute online search can provide greater savings does not make their agency look responsible. I can accept that the $400 my wife and I have spent to end this debacle is gone for good, and I appreciate I hold no legal sway to see any of it back. However, I do not accept the position of Pacific Holidays that we had been treated fairly in this endeavor. It is on us, my wife and I, that we opted to give this agency the benefit of the doubt and try to work towards booking a memorable vacation instead of taking the sole opportunity Marta indicated we had to cancel without penalty. Not only are my wife and I unwilling to ever utilize Pacific Holidays services in future, we would actively dissuade others from doing so. The entire experience has also turned us against [redacted] for choosing to side with this agency and their policies instead of protecting its customers. For all of this, I do not feel that my complaint in this matter is, nor likely ever will be, resolved. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

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]
To whom it may concern, *** *** has disputed the unlawful transaction with his bank made while on Captain Cook Cruise, meanwhile it was made under extreme conditions such as corruption, under duress, being strong armed, threatened to be kicked off the cruise if payment wasn't made(You have all just brushed that under the rug well we haven't) Being coerced into making a payment with no basis and in the manner of which it took place is subject to wrong doing! Attached you will find an Authorization form was sent back and that was for final payment for both of us! Furthermore, As far as we are concerned this trip was a nightmare and we will seek restitution for the way in which our vacation was mistreated from start to finish, we will seek additional compensation from the part *** *** spent with Pacific Holidays, no one should be treated in this type of manner from anyone while in a vacation! We don't tolerate this behavior! Moving forward, the captain was out of line and no apology will ever many the anxiety or distress go away! You will also find a list of passengers on board that cruise *** *** being one! (How does one board without payment?)
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * *** *** * ***

Hi, Revdex.com, We received this complaint and are reviewing the contentUnfortunately, the agent involved - *** *** in this case - is on a business trip and won't back until the week of May **As soon as she returns we will verify a few facts and get back to the complaining personMean while she
can always to call our office and ask for customer serviceIn this case *** *** *** will assist her to sort through the insurance claim proceduresThank you for patience*** *** the ***

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 resolved
Sincerely,
*** ** ***

Re: Complaint ID - *** Pacific Holidays’ response to complaint: Dear ** ***, The letter of complaint you submitted to the Revdex.com on January ** was forwarded to my deskWe have investigated the concerns you expressed regarding your experience with
Pacific Holidays, and we are responding to them through this letter. I’m attaching my email to you dated January *, since we responded to your concerns at that timeAs noted in my email, our office cannot be responsible for the services you book on your own after the land portion of the package that you purchased ends on March **. Your agent at Pacific Holidays, Monroe L**, informs me that on January **, you were able to work things out with your suppliers for changes to the services you had booked on your own after the tour ends on March **We understand that the hotel refunded you for the extra night and that you will need to pay only a few dollars extra for the change in your car rental dates. Please accept our apologies once again for the problem you experienced because of the confusion over the end date for the tourAlso, I want to personally apologize for your perception that I was rude to you during our phone conversationWe value all of our customers and do our best to work things out to our customer’s satisfaction in a courteous manner. Monroe reports that everything is in order, as it should be for your upcoming tripWe wish you an enjoyable holiday, and we hope that you will want to travel with our company in the future Sincerely, Peggy S*Customer Service Attachment: email dated January *,

Pacific Holidays’ response to complaint:   Dear [redacted],   The letter of complaint you submitted to the Revdex.com was forwarded to my desk. We have investigated the concerns you expressed regarding your experience with Pacific Holidays, and we are responding to them through...

this letter.   In your letter to the Revdex.com, you state you were provided with very poor service from the beginning. We note that you booked the trip through your local travel agency, who in turn, asked Pacific Holidays to book the services in China. Most of the communication prior to your trip was between Jake G[redacted], one of our most experienced agents, and your local travel agent. We understand that you also had some direct communication with Mr G[redacted], including information that he provided so you could apply for your China visa.   We have found that Pacific Holidays performed all requested services for your booking in a timely and efficient manner. Our records show that you did not report any problems with Pacific Holidays’ service prior to your trip. We note that Mr. G[redacted] booked the China land services for your trip, including domestic air in China. You booked your own international air travel and arranged your own 3-night stay in Zhengzhou, in between the visits to Beijing and Shanghai that Pacific Holidays booked for you.   In your letter of Sept **, 2016, you state the following: “Our time in Beijing was excellent and our guide was outstanding in every aspect of the tour and visit. Always asking us questions and telling us about the city and culture and offering us any help we needed.”   In fact, your complaint focuses specifically on the two-night Shanghai portion of your trip, which included hotel, airport transfers, and a full-day tour; and to the response to your request for a refund.   In your letter, you indicate that you “were supposed to [receive] an adjustment for the cost of the guide and driver in one city.” Our records show that in your Sept ** letter, you complained about the services in Shanghai and requested a full or partial refund for the services in that city. However, neither your agent nor anyone else in our office told you that a refund was possible. Mr G[redacted] told you that he would report your concerns to our office in Shanghai, which he did. We sincerely apologize that you did not receive a timely response to your concerns.   Our office in China has responded in detail to your concerns about the services in Shanghai, specifically:   Concern: 30-minute walk through the parking garage to meet up with the van for transfer to your hotel. Response: Vehicles for picking up clients must park at the requested area, but not wait at the arrival exit. So clients have to walk to the parking garage. Normally, it takes about 15 minutes, but on that day, the walk took longer than usual because clients’ suitcase was broken and it was raining heavily.   Concern: Communication with the driver and guide during transfer to the hotel, and with the guide during visits to the local attractions. Response:  Guide tried to introduce attractions to the clients, but they seemed more interested in their own conversations. After several times trying, the guide had to keep silent. The heavy rains and need for umbrellas that day also made it difficult for the guide to introduce something while walking.   Concern: Waiting in the rain after visit to each local attraction. Response: Guide must call the driver when clients are ready to leave. All vehicles are forbidden from parking at the exits of the local attractions.   Concern: Request for extra payment to make shopping detour during return drive to hotel. Response: Clients wanted to buy a suitcase. If they had requested it at the beginning of the day, there would have been no problem. They could drive by the street and buy it. But they requested it after the day tour. Guide explained that the nearby shopping mall was already closed. If clients wanted to go somewhere else, they would need to pay for the driver.   We have concluded that your request for a $300 refund for services that were not provided is unreasonable. All services were provided as contracted, and no refund will be made.   We appreciate your having traveled with Pacific Holidays, and hope that you will do so again in the future.   Sincerely,       Peggy S[redacted] Customer Service

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:

[Your Answer Here]
 First off, both Captain Cook cruise and Pacific Holidays are both unethical establishments with very rude staff!  The $8,500 was roughly the overall total we both spent on a trip which was destroyed by both of your agents!  It is not our fault that the level of incompetence placed on us while on a vacation from either party is in anyway out of line demanding a refund at 50% which would be in the amount of half of what [redacted] paid out of pocket!  Do the math!  Errors happen and you made the mistake as we see it this is an unsatisfied matter!  This will be dealt with to our complete satisfaction! This matter is not closed nor will it stop until we reach an understanding. This was not a cheap trip and we don't tolerate any form of this behavior. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], The letter of complaint you submitted to the Revdex.com was forwarded to my desk. We have investigated the concerns you expressed regarding your experience with Pacific Holidays, and we are responding through this letter. In your letter you indicated that you...

received no information from Pacific Holidays about the need for a visa for the Brazil trip that you purchased on [redacted]. This is simply not the case. Regarding your need for a Brazil visa, visas are the responsibility of the passenger. As our agent listed in her original email to [redacted], who purchased your two [redacted], “it is your responsibility to make sure you comply with all travel requirements of the country of destination.” Additionally, the “Important Notes & Terms and Conditions” clearly listed in your agent’s email included the following: “10: Passport and Visa: It is always the responsibility of the individual traveler to determine if passports and visas are required for any travel. Pacific Holidays is not responsible for the failure of a traveler to comply international travel requirements and/or the ability to secure the proper travel documents before travel.” Also, in the Know Before You Go section (see below), listed on the [redacted] webpage for the specific Brazil package you purchased, it clearly advises the buyer to check the State Department’s website for entry/exit requirements for this destination, and even includes a link to that website.  (See the attached screen shot from the [redacted] page where you purchased your trip.)  [redacted] Since Brazil does not have an expedited visa process, which might have allowed you to take a later flight, there was nothing our staff could do to help you when you called from the Miami airport to report that the airline would not allow you to board your flight. We feel very sorry that you missed your flight and trip, but, as explained above, visas are the responsibility of the passenger. We understand that you are looking for a refund or another trip. However, this is not possible because the hotel penalty was 100% due to “no show,” and the airline tickets are also totally nonrefundable. Also, per our terms and conditions, NO REFUND will be granted to unused land portion once the tour has begun.  We understand your frustration, but our company fulfilled its responsibility by issuing your tickets correctly, booking hotel and ground services correctly, and sending you all final documents on time without errors. Should you book another trip with Pacific Holidays, we would like to give you and [redacted] a $100 credit per person for a future trip that is offered on Pacific Holiday’ website only, for travel within 1 year (that is, by April **, 2017); just present a copy of this letter when you book your trip, so that the agent can give you the credit. Sincerely,  Peggy S[redacted]Customer Service

We have waived the $200 cancelation fee for this client and to our knowledge the client was refunded in full for his trip by [redacted]. Client never paid anything  to Pacific Holidays. Thank you very much for following up,

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 were not allowed to skip payment of $200 per person to cancel our reservation status with Pacific Holidays. The attachment will show a payment of $400 (payment for my wife and myself) to process the cancellation. [redacted] has since fully refunded us for the original price of the package- not for the additional $400 we paid to Pacific Holidays to cancel.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

Pacific Holidays response indicates their willingness to deal with customer dissatisfaction. In my experience through multiple emails and phone calls over the period of nearly 3 months, the extent of their willingness to deal with my dissatisfaction was to take what they had to offer or forfeit everything. I have the aforementioned email from Marta saved in my inbox, and I recall being equally appalled at that time, as now, with the stance it took. Quite simply, the only way for my wife and I not to be penalized for dealing with Pacific Holidays was to not be willing to use their services in the first place. We had a time limit to use the [redacted] vouchers for the trip, and the inability of Pacific Holidays' agents to provide timely responses to questions meant that the trip we were very excited to take would have to be aborted before we could even find out if modifying it was possible or even affordable. I can appreciate the time and energy it takes to doing a good job. But quoting the need to deal with local groups and negotiate offline deals when a 30 minute online search can provide greater savings does not make their agency look responsible. I can accept that the $400 my wife and I have spent to end this debacle is gone for good, and I appreciate I hold no legal sway to see any of it back. However, I do not accept the position of Pacific Holidays that we had been treated fairly in this endeavor. It is on us, my wife and I, that we opted to give this agency the benefit of the doubt and try to work towards booking a memorable vacation instead of taking the sole opportunity Marta indicated we had to cancel without penalty. Not only are my wife and I unwilling to ever utilize Pacific Holidays services in future, we would actively dissuade others from doing so. The entire experience has also turned us against [redacted] for choosing to side with this agency and their policies instead of protecting its customers. For all of this, I do not feel that my complaint in this matter is, nor likely ever will be, resolved.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Re: Complaint ID - [redacted]  Pacific Holidays’ response to complaint: Dear [redacted]: The letter of complaint you submitted to the Revdex.com on August * was forwarded to my desk.  Please refer back to our detailed response, posted earlier that same day, to your previous letter of complaint. Your most recent letter does not introduce any new information. Since you are asking for a refund of 50% of $8,500.00, it is apparent that there is still some misunderstanding on your part of the amounts you paid for your trip and the question of your eligibility for a refund. First, please note that [redacted] was not Pacific Holidays’ client. He paid no monies to Pacific Holidays or Groupon, and you did not pay any costs to Pacific Holidays or Groupon on his behalf.  Second, you paid a total of $4,535.27 (not $8,500.00) to Groupon and Pacific Holidays for your trip, as follows: * $2,499.00 - to Groupon (Sept **, 2016). As noted in the offer, “All options priced per person, based on double occupancy, or pay an additional $1,299 fee to travel solo.”* $1,184.27 - to Pacific Holidays (Oct **, 2016). This covered $1,105.27 one-way air upgrade to business class +$79.00 travel insurance,* $851.00 - to Pacific Holidays (May *, 2017). This covered $776 single supplement [i.e., solo traveler fee] +$75.00 surcharge for upgrade to Beach Bungalow at First Landing Resort. Again, we note that, due to an agent error in your favor, you received a generous discount; the solo traveler fee was advertised as $1299.00, Shortly before your departure, you informed your Pacific Holidays’ agent that you wanted to add [redacted] to your cabin. She checked with [redacted] and found that they required a further payment of $505.00 before you were to embark on the cruise in order for you to have a twin cabin and allow [redacted] to join you on the cruise. She informed you, accordingly, and you promised to fax authorization for this payment to Pacific Holidays.  Since you failed to make this payment, your agent informed [redacted] that they would need to collect the $505.00 payment directly from you. We understand that he paid this amount during the cruise. Again, this amount was not paid to Pacific Holidays. As previously explained, [redacted] is an all-inclusive cruise ship, which includes your 3 meals daily, shore excursions and daily activities. Your single supplement that you paid ($776.00) did not include the cost for a second person joining you to eat, play and participate in all activities. For this reason, you were asked to pay the additional $505.00 for [redacted] to share your cabin.  You are not due a refund of any portion of the $4,535.27 you paid to Groupon and Pacific Holidays for your trip, nor of the $505.00 you or [redacted] paid to [redacted] for him to join you on the cruise. You received all services as advertised, and, in fact, as detailed previously, received a deep discount.  Once again, we regret any misunderstandings. Your account is clear with Pacific Holidays and [redacted], and you are not due any refund. Sincerely,   Customer CarePacific Holidays Attachment: paid invoice

[redacted]
*
*
[redacted]   Dear [redacted]:   The letter of complaint you submitted to the Revdex.com was forwarded to my desk. We have investigated the concerns you expressed regarding your experience with Pacific Holidays,...

and we are responding through this letter.   We found that our Customer Care desk, the managing director of [redacted] Fiji, and your agent at Pacific Holidays have already thoroughly addressed your questions about the amounts you paid to Groupon and Pacific Holidays, and the amount that [redacted] paid directly to the cruise line during the cruise. We will reiterate the facts here, since you still have the same questions in this regard.   Once again, we’ve reviewed all the transactions and related emails in order to respond to you about this situation. We take your concerns seriously and have discussed them with our staff and operators, and we hope that you will read this response carefully, with particular attention to the amounts paid by you and [redacted].   You purchased a Groupon based on our Sept 2016 promotion for Fiji and [redacted] in the amount of $2499. Since you booked one cabin for yourself (that is, as a solo traveler), your original agent at Pacific Holidays, charged you $776 for a single supplement. In her May ** email to you, your Pacific Holidays’ agent explained to you (and sent Groupon documentation as a backup) that this was a huge mistake from our side and a discount for you and your travel companion, since the solo travel fee was advertised as $1,299 in our Groupon promotion. Since this mistake was made by our initial booking agent, our management decided to let it go as it was.   Ten days before your trip, you informed your agent that you wanted to add [redacted] to your cabin. She checked with [redacted] and found that they required a further payment of $505 in order for you to have a twin cabin and allow [redacted] to join you on the cruise. Further, [redacted] informed us, as your agent told you, that if you were to settle directly with them upon boarding the cruise, you would have to pay for another single cabin for Mr Bullinger, which would be much more than $505.   On Saturday, May **, 2017, the day of your departure from the US, you emailed your agent at Pacific Holidays that you would fax her an authorization form for $505 that day to cover the [redacted]’ surcharge. You failed to do so. Thus, when [redacted] returned to the office on Monday, May **, and found that you had not faxed the charge authorization, as you had promised, she informed [redacted] that they would need to collect payment directly from you. For this reason, [redacted] asked [redacted] to pay the $505 when you boarded the cruise. We understand that he paid this amount during the cruise.   In your May ** email to your agent, you stated that you were “under the impression that everything had been sorted out regarding [redacted]'s cruise accommodation payment BEFORE [you] left the States.” We do not understand why you formed that impression when you clearly knew that a $505 payment was required.   You were not charged $505 twice, and you are not due a refund for this amount since you paid this amount only to [redacted]. You did not pay the same amount to Pacific Holidays. If you had done so, as requested prior to your departure, we would have paid this amount to [redacted] on your behalf.   It appears that there is some misunderstanding about the $776 single supplement (that is, solo travel fee) that you paid. As noted above, that was a deep discount of the original solo travel fee of $1299 that was advertised for this Groupon promotion. We accepted the mistake made by our own agent. You benefitted in the amount of $523. Adding your travel companion in, you had a discount of $1046 total.   Further, you contend that by your having paid a solo travel fee of $776, the room on the cruise was already paid for, and that you could have [redacted] share the room with you at no additional charge. However, the solo travel fee allowed you to have only a single room. It did not allow you to bring another person to share the room with you, which is the reason you were asked to pay an additional $505 for your room on the cruise. The managing director of [redacted] also explained this to you in her email of May **. [redacted] is an all-inclusive cruise ship, which includes your 3 meals daily, shore excursions and daily activities. Your single supplement did not include a second person joining you to eat, play and participate in all activities.   In summary, you paid the following: To Groupon (Sept [redacted] 2016): $2499.00To Pacific Holidays (Oct **, 2016): $1184.27 ($1,105.27 one-way air upgrade to business class +$79.00 travel insurance); see attached invoiceTo Pacific Holidays (May *, 2017): $851.00 ($776.00 single supplement +$75.00 surcharge upgrade to Beach Bungalow at First Landing Resort); see attached invoice   Additionally, [redacted] paid $505.00 to [redacted] during the cruise) as surcharge for change from your single to a twin cabin. [redacted] is not our client since neither you nor he paid any money to Pacific Holidays for his trip.   Thus, the total you paid for your trip is $4,534.27 ($2499.00 +$1184.27 + $851.00), as listed above. Your contention in your letter to the Revdex.com that the purchase price for your trip was $8.500.00 is false. Further, the disputed amount you list of $5,000.00, which you contend is 50% of the amount you paid for your trip, is higher than the amount you paid to Pacific Holidays and Groupon. As noted above, the only mistake made in your booking by Pacific Holidays was in your favor, as you received a deep discount on the trip.   Your contention that there was any mishandling or misrepresentation of your funds is false. As noted above, [redacted] was charged $505 by Captain Cook Cruise because you failed to pay this amount to Pacific Holidays. You and he were not charged twice. Should you have any further question in this regard, please check your credit card statements.   We have a longstanding relationship with [redacted], and our hundreds of clients booked on their cruises have had positive experiences. For this reason, along with their responses to your emails and ours, we are certain that you have mischaracterized their request and efforts to receive payment for this amount during the cruise.   Further we remind you of the following, excerpted from the email that [redacted]’ managing director sent you on May **, 2017:   “Please accept our apologies that the amount of alcohol in your drinks were not as you expected.  We haven’t ever received similar reports so maybe the flavour of the spirit used was not as you are used to.   “We didn’t receive any payment for you from your travel agent. Your travel agent’s terms with us are prepayment 14 days prior to cruise so we had no choice but to collect payment directly from you.  We should have collected the payment before you boarded but there was some ambiguity over the amount to collect due to twin share/sole occupancy variances.  We thought it important to check again with your agent before collecting the payment from you. They confirmed again that you had not paid and clarified what to collect.   “Apologies for the discomfort you felt by being asked to pay for your cruise. It is very unusual for passengers to board without payment being settled as all our passengers prepay. The Captain also mentioned that there were some complaints from other guests following an altercation between two of your party. This probably put you both on the wrong foot. We apologise again that you felt uncomfortable.  Please be assured that this was not intended.”   We regret any misunderstandings. Your account is now clear with Pacific Holidays and [redacted]. You are not due any refund from either company.   Sincerely,       Customer Care Pacific Holidays   Attachment: paid invoice Tell us why here...

May *, 2016
Dear [redacted],
The letter of complaint you submitted to the Revdex.com was forwarded to my desk. We have investigated the concerns you expressed regarding your experience with Pacific Holidays, and we are responding to them through this letter.
As noted in the attached email, sent to you by our company’s vice president, Marta V[redacted], on Dec **, 2015: “[redacted].” This policy is also part of our agreement with [redacted]; for this reason, payment of the cancellation fee is required before [redacted] will refund your purchase from them.
You agreed to pay the above cancellation fee when you completed and submitted the signed credit card authorization form (including your credit card information) to our office on March *. The following day, we charged your credit card, accordingly.
After your payment of the cancellation fee to Pacific Holidays, we understand that you received a full refund from [redacted] for the original price of the package that you purchased. The cancellation fee is nonrefundable.
I hope that you will want to travel with our company in the future. Should you book another trip with Pacific Holidays, we would like to give you and your wife a complimentary half-day sightseeing tour for that trip; just present a copy of this letter so that the agent can include the complimentary tour in your booking.
Sincerely,
Peggy S[redacted]
Customer Service

September **, 2015[redacted]Re: Complaint ID - [redacted]Pacific Holidays’ response to complaint:Dear Ms G[redacted],The letter of complaint you submitted to the Revdex.com was forwarded to my desk. We have investigated the concerns you...

expressed regarding your experience with Pacific Holidays, and we are responding to them through this letter.We are extremely sorry that an accident happened during your trip to New Zealand. We hope your injury was not severe and by now you have recovered.In fact, when we got the news that you were hospitalized, our agents expressed deep concern and sent multiple emails to our ground handler in New Zealand and tried again and again to monitor your situation.  Unfortunately the New Zealand operator could not reach you due to the fact that the hospital did not want to reveal any information of their patients or even contact you on our behalf. Only family members were able to discuss with hospital.In your letter, you are asking for a refund or credit for your air tickets because your trip was interrupted by your hospitalization. However, as per Groupon terms and conditions for the package you and your brother purchased, you purchased a nonrefundable air ticket, and, considering the circumstances noted below, the tickets remain nonrefundable by the airline.On May ** (the day before your scheduled flight from Auckland), your sister Arlene contacted Pacific Holidays via email to notify our agent that you would not be continuing your trip because of a car accident. That same day, our agent replied (as you will see from the attached email thread) informing your sister that flights and hotel reservations were cancelled for the remainder of the trip in Fiji.Although you had purchased a totally non-refundable flight ticket, in an effort to find a solution for you, our agent contacted Fiji Airways on your behalf and requested that, for medical reasons, they waive the change fee and allow you to reschedule your return flight from Auckland to Los Angeles. That request was kindly accepted by the airline, providing that medical records were presented. On the same day of the first contact, our agent replied to your sister, requesting that medical records be presented to the airline, and he confirmed to her that flights and hotels had been cancelled. However, we never received a response regarding medical records, from her or any other family member.On May **, Pacific Holidays also offered your sister assistance in booking flight tickets for her or any other family member that wished to visit you and your brother in New Zealand. On May **, your brother, who was with you in New Zealand during the accident, called Pacific Holidays. Our agent gave him the same information that was emailed to your sister regarding rescheduling the flight tickets back home with Fiji Airways. Your brother then informed the agent that you had decided to book a return flight from Auckland to Los Angeles via Honolulu with another airline. Your brother specifically asked, if by doing so, you would lose your Fiji Airways ticket; and our agent confirmed that this would be the case. At your brother’s request, our agent provided him with the airline’s phone number so he could contact the airline directly.  On May **, following your brother’s call to Pacific Holidays, the agent contacted your sister via email (attached email thread) warning that the flights had been reinstated after our agent cancelled them; and he requested information on how to proceed. However, she had no information about the reinstated flights/ She noted that your brother might have done so and that you were still in the hospital. Our agent tried to contact you and your brother directly, but the hospital refused to put a call through for privacy reasons.Subsequently, your family informed our agent that you bought a return flight on a different airline on your own. Since you and your family did not accept Pacific Holidays’ thorough efforts to help you with rerouting on Fiji Airlines, and you chose to fly a different airline back home, the ticket is nonrefundable as per the airline. This is the airline’s policy and we have no control in this matter.If you have travel insurance for your trip, we suggest that you contact them about this matter. We hope that you are doing well with your recovery.Sincerely,Peggy S[redacted]Customer ServicePeggy S[redacted]Pacific Holidays, Inc.[redacted]Tel: ###-###-####; ###-###-####Fax: ###-###-####

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Description: TRAVEL AGENCIES & BUREAUS

Address: 8250 White Oak Ave Ste 102, Rch Cucamonga, California, United States, 91730-7679

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