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December 19, 2017Re: [redacted] Dear Sir / Madam:We would like to thank you for bringing Mr. [redacted]’s correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented our findings and we would like to provide you with the facts and our resolution concerning this matter.In response to Mr. [redacted]’s most recent correspondence, Celebrity Cruise has the right for any reason at any time and without prior notice, to cancel, advance, postpone, or deviate from any scheduled sailing, port of call, destination, lodging, or any activity on or off the vessel, or substitute another vessel or port of call, destination lodging or activity.  Except as provided in Section 6(e) below, Celebrity Cruise shall not be liable for any claim whatsoever by the passenger, including but not limited to loss, compensation, or refund, by reason of such cancellation, advancement, postponement, substitution, or deviation.Section 6(e):In the event that a cruise (or the cruise component of a Cruise Tour) is canceled or terminated early due to mechanical failures.The above referenced terms and conditions can be located in the Cruise/Cruisetour Ticket Contract on page 3-4 Section 6(a) and page 4 Section 6(e); subsection I, ii, iii, iv.Additionally, we understand that Mr. [redacted] and his wife made payments towards the cruise and vacation package, however, we would like to provide accurate clarification as to how their payments have been applied.  In addition, we want to go over the cancellation penalties on the cruise booking and provide an explanation of the benefits that are provided for the $2,199.00 RCI Registry Vacation Package.At this time we are requesting that Mr. [redacted] contact our agency so that we may discuss this matter further and address any concerns about the payments that were made for the cruise and- vacation package. He may contact RCI Cruise & Resort Vacations at [redacted] ext. [redacted]. I am in the office Monday, Wednesday, Thursday, and Friday from 7:00 am to 5:30 pm MST. If we do not hear back from Mr. [redacted] in the next ten business day excluding holidays and weekends, then this matter will be closed due to lack of interest.We would like to thank you for providing us with the opportunity to clarify the status of this matter by allowing us to explain the additional facts involved.Best Regards, [redacted] [redacted] Resolution Specialist Office of the President[redacted]

July 29 2016Re: [redacted] Case No. [redacted]  Our Account ID # [redacted]Dear Sir or Madam:We would like to thank you for bringing Mr. [redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and...

documented our findings and we would like to provide you with the facts.Our records indicate that Mr. [redacted] participated in our tour and presentation of the Sears Vacations Direct Access program and purchased a vacation package on November 7, 2015.  The cost of this package was $5,999.00 with a down payment of $599.00 followed by thirty-six (36) payments of $187.14 per month.The vacation package Mr. [redacted] purchased included a 7 day resort stay that needed to be booked within ninety (90) days of purchase.  Unfortunately, Mr. [redacted] called to make a reservation after the ninety (90) days and his certificate had expired.  We made an exception for him and extended his certificate which allowed him to book a 7 day stay at the Westgate Town Center in Kissimmee, Florida beginning April 23, 2016 to April 30, 2016.Our accounting and computer system is set up so that when a payment is not made on the due date, the certificates in the account are blocked for use until the payment has been made, and the account brought current.  When any account gets blocked for non- payment, the member will need to contact the customer service department to be able to get the certificate reactivated once the payment has been made.  Which was the case for Mr. [redacted] in June.  Mr. [redacted] contacted our agency on June 5, 2016 inquiring as to why his certificates were blocked.  The customer service agent, Justiniano, explained that his payment due on June 3, 2016 had not gone through and that his certificates automatically get blocked when that happens.  Mr. [redacted] said he would look into why the payment did not go through and call us back.  According to our records, Mr. [redacted] has not called back.Our system is also set up to periodically charge any payment that is in a past due status in orderto bring the account current.  Mr. [redacted] June 3rd payment went through on June 7, 2016.In reviewing Mr. [redacted] account, his July 3, 2016 payment did not go through and his accounts are currently blocked.  If Mr. [redacted] would like to make a change to the date of his payment, we are happy to assist him, as we want to make sure he has the most convenient payment date that fits his financial needs.  He can change his payment date on line at [redacted]m or he can contact our customer service department at ###-###-####.  Any of the agents will be happy to assist him with a payment change date.As previously indicated, Mr. [redacted] July 3, 2016 payment is currently past due and in order to unblock his certificates, he will need to bring his account current or make payment arrangements with our customer service department.  Should Mr. [redacted] choose not to do that, all moniespaid into his account will be forfeited. At this time Mr. [redacted] has surpassed the rescission period to receive a refund, and we are unable to honor his request for a refund.We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.Sincerely, Jannelle Brothers Resolution Specialist Office of the President

September 8, 2016
Re: [redacted]
Dear Sir/Madam:
We have conducted a further review of Mr. [redacted]’s inquiry and found that he had provided the four names of the guests to Mr. P** at the time of the resort booking; however, he was not informed of the additional fees for the 3rd and 4th guests. Consequently, Mr. [redacted] cancelled the resort reservation the following day without allowing our agency an opportunity to rectify the matter in a satisfactory manner.
Unfortunately, Mr. [redacted] is still outside of the rescission period. Although he was not informed of the additional fees, the fact still remains that he is beyond the timeframe to cancel and receive a full refund. However, due to the lack of information about the fees for the 3rd and 4th guests, in the best interest of customer satisfaction, we are offering Mr. [redacted] $200.00 in Vacation Cash to use toward other vacation options, including a resort stay should he so desire.
We are requesting that Mr. [redacted] contact our agency if he wishes to accept the offer, at which time we will add the vacation to his account. The vacation cash will have an expiry date of one (1) year from the date it is applied to the account. Mr. [redacted] may contact the following number, [redacted] ext. [redacted], between the hours of 8:30 am to 5:00 pm, Monday through Friday to have the vacation cash applied. If we do not hear from Mr. [redacted] by the end of business on September 13, 2015, then this matter will be closed and no further compensation will be offered.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Best Regards,
Shannon P[redacted]
Resolution Specialist
Office of the President

March 31, 2017
Re: Jerold W[redacted] Case #[redacted] Our ID # S[redacted]
Dear Sir/Madam:
We would like to thank you for bringing Mr. Jerold W[redacted] correspondence to our attention and for giving our organization the opportunity to research this matter thoroughly. We have reviewed and documented...

our findings, and we would like to provide you with the facts concerning this matter.
Our records indicate that Mr. W[redacted] participated in our tour and presentation of the Sears Vacations Direct Access program, on February 28, 2016 and purchased a vacation package. The cost of this vacation package was $3,999.00 which was paid in full at time of purchase.
One of our supervisors[redacted] reached out to Mr. W[redacted] to apologize for any misunderstanding that may have resulted in Mr. W[redacted] negative opinion of the program. Furthermore, we have taken his feedback and provided it to the appropriate management to ensure we address any areas of opportunity with the service that was provided.
Jennifer further reviewed the program and answered his questions about the program. Jennifer advised him that in the interest of customer satisfaction, she would exchange the resort certificate for a 3 to 4 day cruise certificate as Mr. W[redacted] said he had let it expire because he had no interest in using it. Mr. W[redacted] was appreciative that we reached out to him to address and resolve his concerns.
We would like to thank you for the opportunity to clarify the status of this matter by providing and explaining the additional facts involved.
Sincerely,
Jannelle B[redacted]
Resolution Specialist
Office of the President