Pleasant Holidays

Hi.

I booked a travel with Pleasant Holiday. My reservation number is 27288746.

My trip was last week. I ran into several issues before and during this trip. I was able to resolve them on my own since I wasn’t able to get through your customer service phone line. But now that I’m back from the trip, I would like to make a formal complaint regarding your service.

1. My flights were changed but I was not property informed by pleasant holiday. I did receive an email from pleasant holiday on 3/16, however, the email did not highlight or indicate any change. It said it was the final itinerary for the trip. Without looking at the details closely, I would’ve easily missed the change of the flight time and flight number. I would suggest for your company to improve your communication process of notifying your customers. Other travel companies notify the customers by highlighting the changes so it’s clear.

2. My reservation for the flights was canceled right before the trip. I received the notification from United Airline regarding the cancel 24 hours within the departure. When I called them, they said Pleasant Holiday initiated the cancel but they couldn’t see why. They were able to put me back on the flight but they said I would need to contact you directly to find out why you made the change.

3. I had purchased the transportation for airport to hotel through Pleasant Holiday, but the transportation company didn’t have my reservation on the list. After explaining and showing them my email confirmation, they agreed to provide the transportation.

I called your service line today, after holding for 2 hours, I finally was able to speak to a service rep. However, the call ended within 2 minutes as your rep said I have to put everything in an email for you to research, and there was nothing she could do.

I am extremely dissatisfied with your service, I need you to look into all the issues that I listed and provide a proper response.

You can either call me at 626-617-XXXX or respond to me via email.

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Review: We booked a "Chichen Itza" tour through Pleasant Holidays. They contract Best Day Travel in Cancun to make the local arrangements. On instruction from Pleasant Holidays we were contact the Best Day Travel to schedule a meeting with a tour representative at Cancun to exchange the eTicket/voucher for Cancuns Best Day Travel vouchers. We called the Best Day Travel main office to schedule the meeting. The agent we talked said that Best Day Travel representative ND would come to our hotel at 8am the next day (8-16-15) to exchange vouchers. ND didn't show up, we called Best Day agent back and he connected us to ND. ND said that nobody let him know about the 8am appointment and he makes his own schedule. ND agreed to meet with us at 11:30am instead. It is probably the worst customer experience we have ever had with a travel representative. The Best Day Travel tour representative was condescending and unprofessional. From the beginning to the end he complained he didn't get paid, and that he works on commission from bookings directly made through Best Day Travel. He stressed that we didnt have a tour until he made the booking on the spot. He said we should have booked directly from Cancun, not from the US via Pleasant Holidays. The moment ND made the booking using his personal computer and printer, his attitude turned from terrible to very nasty. He printed out a receipt which resembled a supermarket receipt with no explanation. I asked if we just needed to show this receipt to the tour bus driver. He raised his voice: Can you read it yourself? Then he said "My job is done, dont expect me do anything more or to babysit you guys. Don't expect me to stand by the bus to greet you..., he said it with a hand gesture as to invite peo ple on to the bus. As a last gesture he said sarcastically: "Have a nice Day".We were totally stunned by his insulting, rude and unprofessional behavior. We filed a complaint to Pleasant Holidays were given a case number with promised follow up. There was never a follow up.Desired Settlement: We want Pleasant Holidays to follow up and an apology from Best Day Travel.

Review: Pleasant Holidays sold us a vacation package and highly recommended Hotel Diria, in Tamarindo Beach, Costa Rica. Upon arrival, hotel front desk did not honor what we had requested of a quiet Garden view, instead we were placed in a dirty room, facing the trash and parking lot. #2 Pleasant Holidays failed to disclose to us that hotel does not provide chairs on the beach, nor that the beach is not part of the hotel, leading us to be verbally and physically assaulted on the beach by thugs who claim that they own the beach. Complaint was filed with hotel manager and pleasant holiday. Hotel was most unprofessional and stated that they can't control the issue. Pleasant Holiday ended up changing our hotel at our request, our of fear, however, we had to drive 4.5 hours to another region in Arenal, only to stay in a lesser quality hotel until our hotel opened. Finally, our Arenal Kioro hotel, was the only descent hotel that we stayed in and safe, however, we lost time, total of a day in having to travel to Arena since Pleasant Holidays could not accommodate us in Tamarindo, moreover, the Arenal Kioro did not provide the king size bed, which was clearly reserved. This was our anniversary weekend, it was ruined!Lastly, pleasant holidays never returned our call from 11-29-15 inquiring when the shuttle would pick us up from Kioro in order to go to the airport. As of today, no calls, no apologies!Desired Settlement: A full refund for the Diria hotel for what we were charged, including 2 nights refund having to stay at the Mountain Paradise hotel, which was not by any means a hotel equivalent to what we had requested. This hotel was provided as a place to stay to avoid staying at the Diria Hotel in Tamarindo Beach, in order to avoid being assaulted again.I believe it's fair to only pay for the Arenal Kioro, however, the fact that we weren't honored the room it's most unacceptable.

Review: On 2/16/13, I entered into a contract with Pleasant Holidays to be our travel agent for a trip to Kona, HI scheduled to fly out of San Francisco on 7/7/13. I had taken care of the condo reservations as we have a timeshare to use there so all they were hired to do was the airfare (through United Airlines), the rental car (through Hertz) and a lei greeting when we landed in Kona. Due to circumstances regarding a crash by an Asian Airline flight 214 in SFO on 7/6/13, our flight was canceled on 7/7/13. We only found this out when we went to print our boarding passes on the night of July 6th and immediately contacted Pleasant Holidays to see what arrangements they had made for us only to find out they hadn't made any alternative arrangements. We then had to contact United on our own and we were on hold for hours with them trying to get all of us on a flight later in the day 7/7/13 - there were no flights available because we had not been contacted by Pleasant Holidays to inform us to take care of this matter immediately. United told us the only contact info they had was Pleasant Holidays which was why we were not contacted directly. Our vacation was interrupted by scrambling for hours to make alternative arrangements not only for our flight but for hotel arrangements for the extra night in San Fran. since our flight was 7/8. I feel that when we hired a travel agent, they should have taken care of all of this for us or at the very least informed us when a flight was canceled. Also, when we landed - we had to go and find the people who give the leis since they did not inform them of our new flight info. They have refunded the price of our 1 day missed car rental and the price of the leis but I felt they owed us more of a refund due to them not handling this mess - they apparently agreed because the offered us a $200 credit on future travel -unfortunately, this credit expires on 8/28/14 so it really means they gave us nothing because there is no way we can afford another trip to HI within a year.Desired Settlement: Would either like $200 in credit on our credit card or a future travel credit of $200 that does not expire so we can use it when we can again afford to fly from Pgh to HI. It is not reasonable to expect that anyone can afford to make this kind of a trip every year.

Review: Upon making our reservation and booking our travel arrangements to Mexico with Pleasant Holidays, we requested a double bed occupancy. At no time was it mentioned that this request was pending upon the hotel's availability. We were only provided a king bed room. When speaking with Pleasant Holidays upon our return, we were referred to our itinerary. There is no reference in our itinerary. We were also never advised of this in our discussion with the travel agent via telephone when we made the request. Our trip was ruined because of this.Desired Settlement: I'm requesting a portion of our trip refunded due to the inconvenience.

Review: I paid $2450.00 for an inclusive vacation to Puerto Vallarta with Jane Borman. a week before we were due to leave, my step son was killed. I ,I notified my travel agent of this tragedy and informed her that it was impossible for my husband and I to make the trip. I asked for a refund. I understood there might be a cancel fee, and I was willing to accept that. She informed me that the whole amount was non refundable. I never signed or received any documentation stating that this was a completely non-refundable trip. I offered documents to prove the tragedy and this was not even considered. I have not heard back from her since. She has added to our tragedy by taking 2450 of our money and keeping it. We have funeral and travel arrangements to make and she is causing a financial hardship.Desired Settlement: I would like my full payment refunded.

Review: On may15-2015 I booked a vacation package through AAA at a price of $2613. I would depart on Thursday August 27. After I paid the full amount on May 15 all paper work and details we're giving to me with itinerary except a written paper about cancelation policy...On Sunday the 24 at 11:30 I was taken to the hospital by peramedics and ambulance for possible heart problem and I was kept there for treatment.on Monday morning I called AAA to cancel the trip and mr. Mc C[redacted] told me that there would be no refund and that everything was lost ...he also told me that it was written in their policy that it would be 100% non refundable, in all the documents that were giving to me nothing in writing was giving to me about that policy. I of course expected to pay a penalty but not all of it...can you help me,it's legal? I did not expect to get sick and be at a hospital....I was at Corona Reginal Hospital in Corona,Ca. Thank you.Desired Settlement: Some kind of refund after fair penalty