Sunset Travel, Inc.

Kelly was friendly and worked hard to get us the best pricing on our Mexico vacation. I would use her again!

Our experiences with Sunset Travel have been overwhelmingly fantastic! We are two busy professionals with three busy children and don't have time to think about all the details. Sarah took the time to customize our vacation so we only had to worry about packing our bags! We have found it difficult in the past to find a suitable vacation spot for a family of five with 2 teens and a 7 year old. Sarah found us resorts the last three years that cater to each age and didn't forget about us adults! We also booked a fabulous " turning 40" trip with our best friends and Sarah took care of making sure that it was a special and memorable experience. We will always turn to Sarah B[redacted] with Sunset Travel for all of our future travels!!!

We have had the pleasure of using Sunset Travel several times over the past few years. The staff has been more than helpful with recommendation on places to stay and activities to do. They have always handled any situation we have experience during our travels with the utmost courtesy and professionalism. We would highly recommend their services. [redacted]

Poor customer service.

I submitted a request for a quote and it took several days to get an email response. I checked my spam/junk folders to make sure I wasn't missing the email. Finally, I got a response and was informed that there would be a special deal coming up soon, from July 3rd-July 7th. The agent told me she will contact me on the 3rd with the price quote. The 3rd came and passed with no quote. The 4th, the 5th, the 6th, still no quote. During this time, I would receive automated emails from Sunset Travel. One of the automated emails actually asked me how I liked my quote. I emailed them back stating I have yet to receive my quote as promised. On the evening of the 7th I had to email the agent and ask for our quote. The price quote was actually quite good. I just didn't feel comfortable with the level of customer service I received. So, I emailed the agent with a simple explanation that my wife and I had decided to book with another travel agency. I let the travel agent know that I was unhappy with her broken promise to respond by the 3rd. Her response to me was, "Got it! Thanks!"

That's it? No apology?? Just based on those 3 words in her response should be proof enough that she doesn't care about her customers. It's unfortunate because my wife and I had invited 4 friends to go with us and they are using our travel agent to book as well. This apathetic travel agent and Sunset Travel missed out on 6 customers because of their lack of care and integrity.

My husband Rocky and I have used Sunset Travel for 13 years! Yep that's right, 13 years. Why you may ask? Because not one single time have they let us down. Whether it has been travel just for my husband and myself, or travel for my entire family, Alma and Kelly have consistently gone above and beyond for us. We like most others don't have time to "search around" for the deals. We tell them where we want to go and then leave it up to them and they find us perfect deals every time. Last year we traveled to St. Lucia. We picked a resort that we thought would be perfect based on recommendations from Trip Advisor. But when we arrived it was far from perfect! I called Alma and she immediately had our hotel accommodations changed and we were in a beyond luxurious hotel within the day. We recently came back August 27th from yet another wonderful vacation booked by Sunset Travel and our expert team of Alma and Kelly. During our stay, since we had problems with our hotel last year, I was personally emailed by Alma inquiring how our accommodations were. Now I ask you, have you ever received an email from Expedia or Orbitz or any other "Deal" vacation site you booked your vacation thru and asked how your trip was going? I can bet you that you never have and most likely never will. That's because with Sunset Travel, you are more than just a customer. They listen to your wants and they make your dream vacation a reality.

I have been using Sunset Travel and their services for over 5 years now. In the world of countless of on line travel agencies Expedia, Orbitz, etc it was finally nice to find somebody that still gives that personal touch to their clients, specifically my agent Sarah B[redacted]. I can't tell you enough how refreshing it is to be able to call someone with any issue and have it resolved without being sent to a call center or holding on line for an hour to THEN be transferred to a call center and be treated as another number. Any time I need a quote they are very quick in providing an extremely competitive rate. Many times in the past my agent Sarah has contacted me after she was able to negotiate a better rate than her actual initial quote. They always attempt to squeeze in that extra comp or upgrade, no matter how big or small. When traveling it's nice to get that extra something you really enjoy without having to request or demand it. Finding above and beyond service in today's world is a very rare find, and I found it with them. Quite simply put, Sunset Travel and Sarah still give a damn about their clients, and I couldn't recommend their services enough.

I have used Sunset Travel numerous times and have always gotten excellent customer service. Emails are responded to within hours, if not minutes. The attention to detail is excellent and have received numerous upgrades and specials when booking through Sunset Travel. I would highly recommend using Sunset Travel.

I just wanted to thank Sunset Travel and especially their agent Sarah B[redacted] for the incredible customer service I have received from her and the company. I have booked at least 15 trips with Sunset in the past 4 years and have literally referred over 25 people to her who have been incredibly happy with the service they received. The company is always quick to respond to my emails and answer all questions. They always search for the best possible rate for our trips. We once had an issue with a flight being delayed several hours to Mexico . I was so worried about the transfer waiting for us at the airport. This was on a Saturday but I contacted Sarah and she took care of calling the company and rescheduling my pick up to a time when my flight eventually would land. She even called to check on me once in Mexico to make sure everything was ok. From the booking process to the vacation to the trip home Sunset Travel has always made taking a vacation an easy simple process. I highly recommend them.

We have used Sunset Travel for our last 2 vacations. We were very pleased with the prices offered, but even more happy with the level of customer service we received. Because of the relationship Sunset Travel had with our resort we were offered an upgraded room and amenities. Very pleased, and will be utilizing their services in the future!

It has come to my attention that the [redacted] issued a complaint with the Revdex.com.
I am surprised to learn that they filed a complaint before giving us adequate time to resolve the problem (3 days).
As I was traveling last week (when the [redacted] notified my agent that they found a...

lower price advertised), my agent was unable to reach me when our Supplier - (who offers the price-match guarantee that we pass on to customers) - refused to honor the lower price.  My Agent (Lisa) worked ceaselessy throughout the weekend to escalate the issue (up through several levels of management) with our Supplier and finally contacted me late Sunday evening when I returned home.   I told her that I would deal with our Supplier, but that we had to stand behind our guarantee and absorb the loss on this booking (the amount in dispute is more than the commission we would have earning on the booking). This all transpired in the space of less than a week - often when dealing with travel wholesalers and suppliers it can take longer to get answers, let alone refunds.  I believe that the [redacted] should have given us more time to get this resolved for them, but ultimately we did take care of them and issued a refund.As you can see from our history , we value our Revdex.com rating and have had no complaints.  We respectfully request that you not reflect this issue as a complaint. Best regards,Trisha M[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We purchased a one week stay at an all inclusive resort in [redacted] through Sunset Travel. On their website they advertise that they will price match all offers. After the purchase we found an online vendor with a significantly ($364) lower price. We e-mailed the screen shot of the other offer to the agent at Sunset Travel. She did not respond for more than 24 hours at which point the competing offer was worse although still lower than what we paid to Sunset Travel. The agent continued to procrastinate, Sunset Travel refused to honor their price match guarantee.Desired Settlement: We would like Sunset Travel to honor the commitments made on their website and honor their price match guarantee.

Business

Response:

It has come to my attention that the [redacted] issued a complaint with the Revdex.com. I am surprised to learn that they filed a complaint before giving us adequate time to resolve the problem (3 days). As I was traveling last week (when the [redacted] notified my agent that they found a lower price advertised), my agent was unable to reach me when our Supplier - (who offers the price-match guarantee that we pass on to customers) - refused to honor the lower price. My Agent (Lisa) worked ceaselessy throughout the weekend to escalate the issue (up through several levels of management) with our Supplier and finally contacted me late Sunday evening when I returned home. I told her that I would deal with our Supplier, but that we had to stand behind our guarantee and absorb the loss on this booking (the amount in dispute is more than the commission we would have earning on the booking). This all transpired in the space of less than a week - often when dealing with travel wholesalers and suppliers it can take longer to get answers, let alone refunds. I believe that the [redacted] should have given us more time to get this resolved for them, but ultimately we did take care of them and issued a refund.As you can see from our history , we value our Revdex.com rating and have had no complaints. We respectfully request that you not reflect this issue as a complaint. Best regards,Trisha M[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,