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:
I returned from a business trip on Sunday and to my dismay there was a letter and an unsigned copy of Sonnova's responsibilities or lack there of in this matter, the attorney representing Sonnova travel is requesting my signature to accept to absolve Sonnova, I cannot believe I paid 2,to this company who advertised first class accomodation and the service I received was out of my nights sleeping in the living room on a child's cot, and my reasonable request for refund is being responded to with a letter from a lawyer, that is customer service taken to a level worse that the service I received in Dubai sleeping on that cot shameful, Shame on you Pat & Star and Sunnova Travel
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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:
[I did correctly state that I was not contacted by Sunnova Travel, I contacted them on the 03/**/16 when I returned I did not hear back from them until Saturday 04/**/16 and unfortunately I filed my complaint just the day before on Friday 04/**/16, but since then I have heard back from them, and am waiting for a resolution to my partial refund request.
Cheers
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] complaint states that she did not receive a response from [redacted]. The following response was emailed to her on April *, 2016.[redacted],We have received both this email and your full report containing feedback from the March **, 2016 Sunnova tour of Dubai and Abu...
Dhabi. As always it is our goal to secure superior accommodations with a varied and interesting itinerary at a reasonable price point so that travel is an affordable option for our guests. We truly regret that you had such a negative experience on the tour and we will attempt to address your concerns as they were presented in your day to day full report.In regards to your comments on days 1 and 2 perhaps it will help you to know that it is usual that both partners of [redacted] are present on our tours. Due to illness Starr was the sole partner on the tour and perhaps you can understand that one person cannot be as available or as attentive as would be possible had both partners been present. This is not presented as an excuse but rather as a statement of fact. The check in process is usually tedious and delayed but was accomplished within a reasonable and customary time frame. The Time Hotel is listed as a 4 star property and moving ahead to Abu Dhabi the original booking was for another 4 star hotel but Sunnova choose at our expense to upgrade to the Sofitel (5 star) as a bonus to our customers. We do not have the purchase power of [redacted] and therefore it costs us more to secure the same type of accommodations. We believe that we did deliver first class accommodations.The dinner on Day 3 was an optional event in which the group agreed to participate. It was not part of our original advertised itinerary and Sunnova neither set the price nor profited by the group's participation. While we did not hire Sammy directly but rather got him by assignment from our supplier, we agree that he was less than helpful and did not function well with our group. We have been informed that after our feedback he has been terminated from his tour guide duties.We are relieved that you found some enjoyment in day 4 and the dinner cruise on day 5. The issue with the buses was unfortunate. Despite our continued efforts throughout the trip we were unable to be provided with a larger second bus. That is a situation we have and will continue to address with our supplier. We do apologize for what was perhaps an ill advised attempt to share the pain of the cramped bus by suggesting that the buses be switched.We are pleased that you enjoyed the hotel in Abu Dhabi.We are currently in touch with our supplier and the Time Hotel for additional information and clarification of the room and bedding issue. Our agreement with them was for 1-bedroom suites with 2 beds. Of course the hotel did not specify the type of bed but a rollaway should not be considered as the second bed in a double room. It will take a couple of weeks to clarify and resolve this situation with the hotel. At that time we will contact you again with the outcome of our negotiations. We truly regret that you are left with negative perceptions of [redacted] but be assured that we will do what we can to resolve this bedding issue to your satisfaction. Sunnova Travel, Starr & Pat.In addition we received a second email from her acknowledging this response and indicating that she would wait and see how we handled her request for a refund. We are continuing to wait for resolution from our supplier and the Times Hotel and will contact [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:
I returned from a business trip on Sunday and to my dismay there was a letter and an unsigned copy of Sonnova's responsibilities or lack there of in this matter, the attorney representing Sonnova travel is requesting my signature to accept to absolve Sonnova, I cannot believe I paid 2,to this company who advertised first class accomodation and the service I received was out of my nights sleeping in the living room on a child's cot, and my reasonable request for refund is being responded to with a letter from a lawyer, that is customer service taken to a level worse that the service I received in Dubai sleeping on that cot shameful, Shame on you Pat & Star and Sunnova Travel
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
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:
[I did correctly state that I was not contacted by Sunnova Travel, I contacted them on the 03/**/16 when I returned I did not hear back from them until Saturday 04/**/16 and unfortunately I filed my complaint just the day before on Friday 04/**/16, but since then I have heard back from them, and am waiting for a resolution to my partial refund request.
Cheers
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
[redacted] complaint states that she did not receive a response from [redacted]. The following response was emailed to her on April *, 2016.[redacted],We have received both this email and your full report containing feedback from the March **, 2016 Sunnova tour of Dubai and Abu...
Dhabi. As always it is our goal to secure superior accommodations with a varied and interesting itinerary at a reasonable price point so that travel is an affordable option for our guests. We truly regret that you had such a negative experience on the tour and we will attempt to address your concerns as they were presented in your day to day full report.In regards to your comments on days 1 and 2 perhaps it will help you to know that it is usual that both partners of [redacted] are present on our tours. Due to illness Starr was the sole partner on the tour and perhaps you can understand that one person cannot be as available or as attentive as would be possible had both partners been present. This is not presented as an excuse but rather as a statement of fact. The check in process is usually tedious and delayed but was accomplished within a reasonable and customary time frame. The Time Hotel is listed as a 4 star property and moving ahead to Abu Dhabi the original booking was for another 4 star hotel but Sunnova choose at our expense to upgrade to the Sofitel (5 star) as a bonus to our customers. We do not have the purchase power of [redacted] and therefore it costs us more to secure the same type of accommodations. We believe that we did deliver first class accommodations.The dinner on Day 3 was an optional event in which the group agreed to participate. It was not part of our original advertised itinerary and Sunnova neither set the price nor profited by the group's participation. While we did not hire Sammy directly but rather got him by assignment from our supplier, we agree that he was less than helpful and did not function well with our group. We have been informed that after our feedback he has been terminated from his tour guide duties.We are relieved that you found some enjoyment in day 4 and the dinner cruise on day 5. The issue with the buses was unfortunate. Despite our continued efforts throughout the trip we were unable to be provided with a larger second bus. That is a situation we have and will continue to address with our supplier. We do apologize for what was perhaps an ill advised attempt to share the pain of the cramped bus by suggesting that the buses be switched.We are pleased that you enjoyed the hotel in Abu Dhabi.We are currently in touch with our supplier and the Time Hotel for additional information and clarification of the room and bedding issue. Our agreement with them was for 1-bedroom suites with 2 beds. Of course the hotel did not specify the type of bed but a rollaway should not be considered as the second bed in a double room. It will take a couple of weeks to clarify and resolve this situation with the hotel. At that time we will contact you again with the outcome of our negotiations. We truly regret that you are left with negative perceptions of [redacted] but be assured that we will do what we can to resolve this bedding issue to your satisfaction. Sunnova Travel, Starr & Pat.In addition we received a second email from her acknowledging this response and indicating that she would wait and see how we handled her request for a refund. We are continuing to wait for resolution from our supplier and the Times Hotel and will contact [redacted]