Suite Dreams Travel

Complaint: [redacted]
I am rejecting this response because:
The
response from Suite Dreams Travel is not satisfactory
The
fact is that Suite Dreams Travel advertised and sold me a room with an ocean
view
The
room had a view only of rooftopsI can see rooftops from any hotel in Mexico
Sincerely,
Mary H[redacted]

When she returned home from her vacation, Mary [redacted] H[redacted] contacted me via e-mail and sent pictures of the view from her hotel room. I agreed with her that the room which she had booked as an ocean view did not have a view of the ocean. I contacted the hotel, forwarding the pictures to them...

and requesting a refund. The hotel responded with a letter which reads in part: "We apologize for the inconveniences that they (the clients) encountered during their recent vacation. Regarding Ms. H[redacted]'s room, Ms. H[redacted] was booked and confirmed for a Deluxe Ocean View with a request for double bedding. All bedding requests are subject to availability at the time of check in, and due to high occupancy levels when Ms. H[redacted] checked in the only room category available with double beds was the Preferred Dolphin View room. (We) opted to upgrade Ms. H[redacted] to the Preferred Dolphin View room due to the fact that the reservation was for 2 women and they had a need for 2 beds. Based on the information provided, unfortunately (we) cannot offer any compensation for the issues they experienced, as the room Ms. H[redacted] stayed in was an upgraded room category." I informed Ms. H[redacted] of this response from the hotel and didn't hear anything further. I am sorry that Ms. H[redacted] feels that Suite Dreams Travel was at fault for the failure of the resort to provide the room she requested. Although their letter states that the hotel chose to upgrade her room and chose NOT to include any refund, our agency has chosen to refund Ms. H[redacted] $**. This is the price difference between a 4-night stay in a Deluxe Ocean View Room, and a deluxe Garden View room. This refund is not an admission of guilt on the part of Suite Dreams Travel; rather, it is a gesture of goodwill toward Ms. H[redacted]. We apologize for the inconvenience Ms. H[redacted] experienced, and for the hotel's failure to provide the room AND the refund.