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Ryan Marine Inc Reviews (2)

This letter is in response to complaint *** regarding *** *** and his wife’s trip to Cuba with my company, Cultural Island Travel. Attached you will find a copy of our company’s detailed email correspondence with *** *** prior to his trip, as well as a copy of his signed
contract.In this correspondence and contract you will find that *** *** was aware of where he would be staying in CubaFurthermore, you will find that we were completely transparent prior to his trip regarding these places, sending him website links or *** pages when website links were unavailable so that he could see pictures, read reviews, and make an informed decision about his lodging. We feel that we do not owe *** *** the disputed amount of $Not only were we exceptionally clear with *** *** regarding the trip details and his lodging, but we already spent an additional $to upgrade him and his wife to a star hotel when he requested a B&B, and we covered his and his wife’s airline change fees (over $160) when he requested to leave Cuba earlyFurthermore, our contract, which he signed, clearly states that we do not give refunds for unused portions of the trip. Disputed lodging #1:The first place he complained about was a B&B in Trinidad, Cuba where they were scheduled to stay from October 2-4, This B&B is called Casa Rogelio, and *** *** selected this place by name as his top choice from a list of options with linksCasa Rogelio has a star rating on *** with reviews as of today.You can see the email below from May 23rd where my employee Krista S*** provides *** *** with his options for lodging in Havana and Trinidad (full exchange attached).Hi *** Here are the websites for Havana hotels: *** *** *** *** ***
Cienfuegos and Vinales are day tripsYou will have two nights in TrinidadThere are very few good hotel options but here are a couple we recommend. *** *** the only star option and it is not always available but I can try.*** *** ***
*** ** ***s a nice starIt is very small so also hard to book but I can try.*** *** ***If the above two options aren't available or if you want to try something different,I recommend the Trinidad Casa Particulares (B&Bs)They are in beautiful colonial homesHere are a couple I likeThey don't have websites but you can read reviews and see photos on Tripadviser and other sites. *** *** *** *** *** *** *** ***
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He replied the same day and selected by name Casa Rogelio as his first choice in Trinidad: Hi Krista, In Havana: 1) ***2) Iberostar In Trinidad:1) *** ***
** *** Please work on the best price as we really had set a budget of $for the trip.thanks,*** As such, we booked him there per his request. However, upon arriving at Casa Rogelio, *** *** claimed that he had not seen the B&B, and that he never would have chosen it if he had known what it was like*** *** then demanded that his tour leader pay for an upgrade to the one star hotel in town, the I*** *** My employee Krista had been clear with *** *** that in order to stay within the budget he was hoping for $4000/person for a nine day trip, he would need to do a B&B option in Trinidad (and upon returning to Havana), and as you can see, he selected this place by name. Furthermore, that *** *** found this place “substantially substandard” is quite exceptionalIt has a star rating online, we have pre-approved it in person, and all other past clients that have stayed there have given it rave reviewsThe building used to be an embassy and is featured as a stop on the walking tour of Trinidad. Regardless, we went ahead and paid the extra $for him and his wife to spend the two nights at the star Iberostar, the only star hotel in town. Disputed lodging #2: Upon arriving back in Havana, where he was again slated to stay at a B&B, *** *** did the same thing, and said that the B&B was not good enough and that we would need to put him in a star hotelAgain, *** *** had seen pictures of the B&B and said he approved it (in an email to Krista on May 25th)Having already spent a good deal of money on upgrading the *** in Trinidad, and starting to get the sense that this was all part of a scheme to take advantage of our company, we said that we were sorry, we could not do that, but that we would be happy to put him in another B&B that he may find more suitableHis tour leader offered this multiple times, but *** *** refused to even consider another B&B and at this point said he wanted to leave Cuba. We paid his airline change fees so that he and his wife could leave Cuba early. In sum, we do not believe that *** *** should receive the disputed $We already paid a considerable amount of money (over $800) out of pocket to give him upgrades and cover change fees, even though his trip contained no surprisesFurthermore, his signed contract makes it very clear that we do not give refunds for unused portions of the trip. Please do not hesitate to contact me with any questions at ***Please also see the email exchange and a copy of his contract with us attached. Sincerely, Shabi S*President, Cultural Island Travel

Complaint: [redacted]
I am rejecting this response because:
1) The pictures of the residence in Trinidad bear little resemblance to the actual property in presentation, ambiance or cleanliness.2) The company continues to state that they paid an ADDITIONAL $650 in accommodation in Trinidad, when in truth, that is all they paid. They appear to have totally forgotten to deduct what would have had to have been paid for the accommodation we rejected.3) The company made little effort to find alternative accommodation for us in Havana, and were EXTREMELY quick to inform us that a change in accommodation plans would be TOTALLY at our cost. In fact, it appeared that the script our guide used was prepared and planned. I take um-bridge at the managers suggestion that we planned our course of action. We paid $8000 up front, we certainly would not have done that if we planned to play games over a few hundred dollars worth of accommodation. Quite the contrary, the guide had her tactics prepared when we arrived at our sub standard accommodation in Havana, I suggest that they in fact knew in advance that we would not be happy, and deliberately kept it to the last moment, when our potential actions were limited, rather than discussing the potential matter, like professionals, during the long drive to Havana . This group is not a professionally run nor long term viable business. The manager told me that we were the first people to complain, yet when I searched review sites, this was very quickly proved false. I don't expect that we will receive any refund, as any company that has to stress that NO REFUND is in their contract, has no intention of honoring their quality or commitment. 
Regards,
[redacted]

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Address: 2075 Wilroy Road, Suffolk, Virginia, United States, 23434

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www.culturalislandtravel.com

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Shady, yet now dead: once upon a time this website was reported to be associated with Ryan Marine Inc, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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