The Mark Travel Corporation

Dear Ms. [redacted], Thank you for your email regarding the complaint filed by Ms. [redacted].  I am sorry she is unhappy with our services.  I have reviewed Ms. [redacted]’s information and the email she sent to the WeCare box.  While I can sympathize with her situation, she never advised us in...

her email that she did not have a phone.  Even after our agent [redacted] replied to her, asking her to call us, she did not mention it.  Had she responded to [redacted] about the phone, we would have assisted her.  We also noted that there are two different phone numbers on her reservation.  We recently called the mobile number which appears to be a working number that simply does not have the voicemail set up.  We have been billed a one night penalty by Hard Rock Hotel & Casino and the airfare is non-refundable.  The portion of the hotel that is refundable was already credited to the MasterCard account originally used for payment.  Ms. [redacted] may reuse the value of the airfare, $849.03, directly with Southwest Airlines using air confirmation number 9T5UAE.  Travel must completed by June 30, 2017.  Again, thank you for contacting us.  Please let me know if you have any questions. Sincerely, SOUTHWEST AIRLINES VACATIONS                                   �...⇄                  Operated by The Mark Travel Corporation [redacted]                                   ...⇄                                                                                                                                                     Customer Services Supervisor

I don't plan on ever doing business with Fun Jet travel agency EVER Again! The credits they want to issue are worthless to us. The answer to all our questions that were stated in their response to my Revdex.com claim SHOULD gave been given to us when we booked our trip.council. If my half of the refund is not issued I plan on seeking legal counsol.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to know how I access my travel documents, etc after payment is made if I dont have access to this online. Why cant you cancel this trip under his name and rebook in my name under my account.  The only reason [redacted]s name was first was because you asked who was in each room and him and his sister are sharing so your site requested that I put who was in the room 1 with two people.  This is an error in your system.  
Regards,
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

It appears that Ms. [redacted] has misunderstood something in my last reply.  I did not indicate that she could use the hotel room.  I stated that the cut off for the hotel penalty was July 2.  Had she advised us by email that she did not have a phone, we would have canceled the reservation based on the email, prior to July 2, and she would have received a full hotel refund.  However, because she did not advise us and she did not call prior to the July 2 cutoff, she is subject to a one night hotel penalty.  As an added note, when Ms. [redacted] booked on our website, we did have an advisory in red lettering with the hotel information that referred to the July 2 deadline and the one night cancelation penalty.  Sincerely,SOUTHWEST AIRLINES VACATIONSOperated by The Mark Travel Corporation  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]To start off they are only going by 1 recorded phone call, the one where I told the operator that I was on and off the phone because my wife arrived and I was trying to do it without her knowing. I did not pay attention to the dates because I sent them the information directly from their website. I sent them the email directly from their page several times to confirm what I was seeing and the flights/prices/dates. I do not know where he got those dates from because they are not even the dates that they originally booked me for before he adjusted everything. Why did they choose to not mention  the 7 other calls that I stressed the dates or why did they not look at the email that was generated from their own website? I am sorry that I trusted the team from Mark Travel to honor their prices and to be competent enough to read the email that was generated from a site they run. The email clearly stated the dates as well as every call that I was listening to. I am sorry that because of the several wasted hours on the phone I was not listening to the details that they again were not competent enough to read. When I read the email I tried to respond but it was not a valid return address. I had to wait till the next day when my wife was not around to again call back. I believe that they promote prices that they do not honor in fraud consumers. It is obvious by the fact that the so called price error was still active 7 days later. Even after the error in booking when I called back, the price was still showing the so called error and they still refused to honor it and instead a competitor Expedia.com honored the price because it was still a posted price. 
Regards,
[redacted]

Dear Ms. [redacted],Thank you for your most recent email regarding Ms. [redacted]’s complaint. Allow me to clarify that Southwest Airlines contracts with The Mark Travel Corporation to offer packaged vacations for their Customers.  For 28 years Mark Travel has operated Southwest Vacations, combining Southwest Airlines’ air seats with hotels, ground transportation, and other optional features.  When a Customer browses our website, whether they begin at Southwest.com or Southwestvacations.com, The Mark Travel Corporation is referenced in a number of different locations.  Our name is on the bottom of each screen, indicating that we are the tour operator for Southwest Vacations and that is also stated in the opening paragraph of our Terms and Conditions.  We reference Mark Travel no less than six times those Terms.  When Ms. [redacted] made her reservation on our website, she was required to click a radio button indicating that she read and agreed to the Terms and Conditions before completing her transaction.  In the Cancellations section of our Terms and Conditions, we indicate that Southwest Vacations does not charge any cancellation fees but that cancellations made any time after booking my incur supplier penalties, which can include hotels, car rentals, and activities.  We also state that the air portion of the vacation package is nonrefundable once purchased but is exchangeable.  The rule on the airfare is also true of flights booked directly with Southwest Airlines and is similar to almost every US based airline.  That is not solely a vacation package policy.  With regards to Ms. [redacted]'s email to us, had she advised us she did not have a phone we would have canceled the reservation for her as requested in the email.  The hotel's cancelation cut off was July 2 and we may have been able to take care of the cancelation prior to the hotel penalty kicking in.  Unfortunately, because Ms. [redacted] did not reply to [redacted]’s email when we asked her to call, there was no way to avoid the hotel penalty.  As to her assertion that you cannot cancel on our website, that is incorrect.  I am unable to comment on why she was unable to when she tried but we have Customers who cancel on our website all the time.  In answer to Ms. [redacted]’s question as to whether she can use the hotel night that is being charged, unfortunately not.  The hotel charged that fee because she canceled.  This is truly not that different from policies enforced when a Customer books directly with a hotel.  Most have a cut off of some sort and will charge the first night if you cancel after their posted date and time.  Thank you again for your correspondence.  I trust that the information I provided has again clarified our position on this matter.  Please contact me if you have any questions.Sincerely, SOUTHWEST AIRLINES VACATIONS                                   �...⇄ Operated by The Mark Travel Corporation[redacted]                                         ...⇄ Customer Services Supervisor

Dear Mr. [redacted], As indicated in my email on December 22, Mr. [redacted]’s comments were already addressed so that is the reason I have not replied to your last couple of inquiries.  I do not feel it is necessary to repeat what I have already advised the Revdex.com and Mr. [redacted], but I will one more time. ·         We did not incorrectly advertise the location of Sirenis Punta Cana Resort.  On our website we describe Sirenis as being on Uvero Alto Beach and there is map showing this location.  The customer and his travel agent chose this property, not Funjet Vacations. ·         The seaweed was uncontrollable.  Executive management therefore decided we were not compensating any customer for it, with the exception of possibly Travel Credits for future use.  ·         We did not incorrectly advertise the beach at Sirenis Punta Cana.  We did not describe it as having white sand or being great for snorkeling.  There is plenty of information on the Internet about which beaches in Dominican Republic are the best for swimming.  Uvero Alto is described as having bronze-colored sands and being a mostly uncrowded beach because of limited development in the area.  Most descriptions also say that depending on the part of the beach a guest is on, it can have open areas with large waves or calm waters protected by reef.  Again, Mr. [redacted] and his travel agent chose the resort and the beach that comes along with it. ·         Anytime someone travels outside the US, they run the risk that there will be a language barrier of some sort.  We hear this comment about Mexico also.  However, it is not a secret that the primary language spoken in Dominican Republic is Spanish.  The [redacted]s and their travel agent chose this country.  ·         We have no record of anyone advising the [redacted]s that it would cost $800.00 per night to move to another property.  As I indicated previously, we are not providing an entirely new vacation to this party.  We are not offering compensation for the location of the hotel, the beach, the language, or the conversation regarding a move to a different property.  The decision on where to travel and where to stay were made between the [redacted]s and their travel agent.  However, because of the water problems at the hotel and the seaweed, we agreed to a one night refund per room totaling $198.82 and $100.00 per person Travel Credits.  While we feel that offer is sufficient, as a courtesy in an effort to resolve this matter, I will increase the refund to two nights for a total of $397.64 with no future Travel Credits.  I have attached a release form.  Once returned to me, the refund will go to the Visa account used for payment.  This will be our final offer and our final reply regarding this matter.  With regards to any offer of compensation made to Mr. [redacted] by his travel agent, that is between them and he will need to contact her directly. Sincerely, FUNJET VACATIONS   Beth [redacted]   Cc:  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]ID [redacted]  [redacted]Working with a travel agent having them plan our trip and working out all the details of our vacations I thought would be the best way to plan our Anniversary Trip.  Agents know and check out the best for their customers (I believe) and they have been in business for years.  I did not find this to be true with this Resort.  We have been on trips with friends but this was all new to us.  This was the closest destination recommended but included airfare.  Since we went in not knowing anything about where we would like to go the [redacted]’ brought up some suggestions.  We did not know anything about Funjet but expected that to be a very competent company with all their resources. In response to your counter offer $309.68 ($308.68) and the $200.00 travel voucher (available in cash) we would like to be reimbursed for at least the first night which was about $325. 00 with the taxes we paid and the $200.00 travel cash (credit).  This would be refund to our credit card. The flight was fine but just disappointed in how Funjet set us up at this Resort that was the real problem! The [redacted] had contacted us regarding our disappointment with our trip.  There is a big difference in what we thought we paid for the Resort.  Since we don’t travel out of the area and we just don’t fly, the voucher would be no use to us.  [redacted] had said last night she believed our room was $325.00 per night.  This is more than Funjet said, probably the taxes were not added in. We still feel that a Five Star Resort should have been a fun place to stay and it was not.  Since we have not traveled in many years nor had a travel agent before we did all we could to contact the right people.  The insurance policy was only for the cancellation of the trip, it was of no help and nothing else was ever said as to what we could do if we ran into a problem.  I even looked over all the travel correspondence yesterday and there was never any info on who to call if something went wrong.  The Resort kept saying it would be taken care of so we waited and then there was an excuse as to why and it would be corrected.  We wanted to have fun and not complain.The airfare was very expensive and something we didn’t have to spend, if we went with another resort closer to home and still in Mexico.  I just wish we hadn’t spent all that money on the airfare and transfers and that expense could have been avoided altogether.

Thank you for your emails regarding the complaint filed by Ms. [redacted] and for your patience in waiting for my reply.  Another supervisor has been attempting to reach this Customer by phone and I was waiting for that to be completed before I responded to your inquiry.  However, the...

supervisor has been unsuccessful. To clarify first, Southwest Airlines and Southwest Airlines Vacations are two different companies.  Southwest Airlines contracts with The Mark Travel Corporation to combine their flights with hotels, car rentals, and other optional land features to provide vacation packages for their Customers.  As such, we work in two completely different computer systems.  While most of our processes and technology mesh beautifully, occasionally an error occurs where an extra airline confirmation number, which we call a Passenger Name Record (PNR), is created even though the package in question already has one.  We call it an orphan PNR because it isn’t attached to a vacation package like a genuine PNR is.  A report generates daily to ensure that we are aware if an orphan error has occurred.  In the case of Ms. [redacted]’s and Mr. [redacted]’s reservation, our agent accidentally canceled their true PNR while working on the orphan report.  No one was aware there was a problem until Ms. [redacted] called us because she had tried to check in for her flight and found out her reservation was canceled.  We did not know at the time what had caused their cancelation but we rebooked them and paid for new tickets.  Unfortunately, for some reason when the new reservation was made through Southwest Airlines, it did not include a return so this party had to call us again so we could fix that problem.  I noted from the comments in our reservation that there was also an issue with the hotel reservation.  According to the staff at Westin Los Angeles, this party had multiple reservation made; two through a group booking and one through us.  As a result of the duplicate, it appears that Westin canceled all of them prior to arrival. This issue is completely unrelated to the airline ticket problem and after talking to the front desk staff, they reinstated our reservation.  I am very sorry that Ms. [redacted] and Mr. [redacted] had a disappointing vacation and that our error caused them inconvenience.  I understand from Ms. [redacted]’s complaint that she does not plan to travel with us again but if she and Mr. [redacted] should reconsider, I would be happy to issue them $200.00 per person Travel Credits for use on a future Southwest Airlines Vacations’ air-inclusive package.  They can reach me directly at [redacted][email protected]. Sincerely,  SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation   [redacted] Customer Services Supervisor

Thank you for forwarding Tahira [redacted]’s complaint regarding her family’s July trip to Orlando and for your patience in waiting for my reply.  I am sorry she is unhappy with our services.Allow me to first clarify that this party did not pay $2300.00 for three hotel rooms.  I am unclear...

where they got that amount but it is incorrect.  They paid a total of approximately $1300.00 for all three rooms.  If Ms. [redacted] looks at this hotel's website, standard rooms start at about $64.00 per night, not including tax.  Further, we were not contacted about how unhappy they were at International Palm until almost 6:00pm on their third day.  We have a 24-Hour Traveler Assistance Center and their number is on all our travel documents.  Had we been notified immediately about this party’s disappointment with International Palm, we could have tried to assist in moving them right away.  As a result, we do not feel that a full refund is warranted.  We are, however, offering a refund of 50% of their stay, valued at $216.28 per room, or a total of $648.85. As Ms. [redacted] indicated, we provided a release for their signatures which is standard for refunds over $200.00.  Once the release is returned, the refund will go to the Discover account originally used for payment.  Sincerely,SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation Beth [redacted] Customer Services Supervisor

Thank you for your patience in waiting for our reply regarding Mr. [redacted]’s complaint. I am sorry he and his family did not have a good experience with our company.   In reviewing the information we have in our comments, it basically matches Mr. [redacted]’s version of the phone conversation with...

our agent on August 4.  She did attempt to transfer him to our 24-Hour Traveler Assistance Center and he indicated he did not want to speak with them but that he would call back the following day.  Unfortunately, our agent should have insisted he talk to the 24-Hour team or she should have canceled the reservation herself.  By allowing Mr. [redacted] to call back on August 5, this party was considered a no-show at the hotel so we have been billed.  That is our error and it should have been accounted for when we initially heard from Mr. [redacted] by email and when he contested the charges with his credit card company.  He has my apologies that we did not come to the correct conclusion on this the first time.    While we did deny the credit card company’s chargeback for the full value of the reservation on September 7, we also refunded the airfare in the amount of $1588.58 on October 16.  Mr. [redacted] obviously had not seen that yet on his credit card prior to filing his complaint with the Revdex.com on October 21 as he was disputing the full $3240.20.  Because this Customer is not responsible for the fact that our agent failed to consider the ramifications of not canceling the hotel on August 4, we will be refunding the remaining $1651.62.  Mr. [redacted] should see that on his Discover in 5-7 business days.   With regards to the flight cancellation itself, the luggage, and the family’s out of pocket expenses, while I would like to assist, allow me to explain that Southwest Airlines contracts with The Mark Travel Corporation to offer vacation packages to their Customers.  We combine their air seats with hotels, ground transportation, and other optional land features.  Since those particular things involve airline services, and Southwest Airlines prefers to address those themselves, I have forwarded a portion of Mr. [redacted]’s comments to their Customer Relations Department in Dallas.  They will reply to him directly.   I appreciate you contacting us.  Again, I am sorry that the [redacted] family did not have a good travel experience and that our decisions afterwards caused them frustration.    Sincerely,   SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation   [redacted] Customer Services Supervisor

I am sorry that Mrs. [redacted] in unhappy with my reply but we will be charged by Delta for any change to the flight.  Mr. and Mrs. [redacted] chose the original schedule and while I can sympathize with the fact that they made an error, we cannot absorb the cost for every modification a customer asks us to make.  As to her comment that we should not be booking flights so far apart, we did not book anything.  All flight availability pulls directly from each airlines' reservation system exactly as they are and whatever they sell is what we offer.  No customer is obligated to choose any specific schedule.  They have the option of many airlines and many schedules.  Sincerely,FUNJET VACATIONS[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] [redacted], I attached a copy of it to the original email. I will attempt to attach another copy of it to this email. This was a quick screen shot my fiancee sent me right before we booked to show me what was all included, so it doesn't show much detail of the reservation. This is the only piece of information/evidence that we have. We went back to try and find the same listing but it looks like it was sold out or removed for what ever reason. Let me know if you cannot open the attachment. Again, all I ask at this point is for a full refund,
Regards,
[redacted]

Dear Mr. [redacted], I appreciate you providing this information to us and I am sorry [redacted] is unhappy with our services. Unfortunately, without a full name or reservation number I am unable to access any information regarding this customer. He or she will need to provide that before I can...

review their request.
Sincerely,
UNITED VACATIONS
Beth R[redacted]
[redacted]

Review: Long story short, booked a trip to Cancun, wife lost her job so we canceled. Was not aware at time of booking that if I cancel 3 weeks in advance they could charge me 600 dollars. While that was a bitter pill to swallow, I have moved on from that. What I am extremely upset about is that it has now been 3 months and I am still waiting on the money to be put back on my credit card. This has cost me quite a bit on interest charges. I have contacted Mark Travel numerous times, and my treatment has been offensive. No one can tell me why it took so long, or even offered an apology or made me think their customers are a priority. B R is the supervisor that has shown me complete disrespect. She has spent more time lecturing me about using a profanity (which was not directed at any employee, just illustrating the situation; regardless unacceptable and out of character) then helping to bring my account with Mark Travel to a close. Not one person has answered my question to why it takes this long to get what is rightfully mine. I have also asked 3 times to be taken off Southwest Vacations email list, at this point pleading, because each time an email pops up I feel like I am being tormented by being reminded that I paid 600 dollars for no service, and am still paying because of the interest.Desired Settlement: All I want is my money refunded. While it stinks that I am out 600, enough is enough, mark travel is still costing me money. I email and call, but all I get is disrespectful responses. I am owed a refund and Mark Travel needs to honor it. The lethargic practice they operate with has cost me enough.

Business

Response:

Revdex.com of WisconsinAttn: Mr. [redacted]Re: [redacted]Dear Mr. [redacted],Thank you for your email regarding the complaint filed by Mr. [redacted]. As I have already had multiple emails with him, I do not feel it is necessary to address this in detail again. Please be advised that as of 2 days prior to his complaint being submitted, we had already processed a refund of his reservation, minus the cancellation fee. On the morning of March 12, we also credited an additional $20.00 as a courtesy because he expressed concern over accrued interest. The refunds were done 7.5 weeks after cancellation, not 3 months. With regards to our emails, the email address Mr. [redacted] used on his reservation has been removed from our distribution list. We are considering this matter concluded.Sincerely,SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation[redacted]

Review: In July 2014 I purchased Funjets Mystery Deal - Cancun 4.0 All-Inclusive for travel November 02-09, 2014 for 7 people in my party, The deal states that we will be guaranteed a 4 star or better All-Inclusive Hotel in Cancun and that the Deal is so good they cannot reveal the name of the hotel until 7-10 days before departure. On Friday October the 24th I received an email from Funjet advising we will be staying at the Grand Oasis - Cancun, this hotel is rated on it own website as a 3.5 star hotel as well as Book-it.com AA Vacations, Trip Advisor, Sun Country Vacations and Southwest Vacations which is booked under Mark Travel. I called customer service to inquire how they rated this hotel as a 4.0 star when all of the other major travel companys along with the hotel itself stating it is a 3.5 star hotel, I was told that they do their own reviews and that is the way it is, when I mentioned all the other travel company's including Southwest Vacations which is booked through Mark Travel rates it a 3.5 star he did not want to hear it. I feel that this is false advertising on the part of Mark Travel Corporation/FunJet Vacations and request that put us in a true 4.0 star hotel as the deal states or refund us the difference in the price of a 3.5 star hotel to a 4.0 star hotel.Desired Settlement: Honor your Mystery Deal and place us in a true 4.0 star or better all-inclusive hotel as promised.

Business

Response:

Revdex.com of Wisconsin

Review: I purchased a vacation online with Southwest vacations on 12-19-13. The total cost of the trip was $3438.20 including $200 insurance. The vacation was to depart St. Louis on 1-30-14 to [redacted]. On the 29th, we called SWV to inquire about our flight for the next day. The flight was departing STL to ATL to [redacted]. AFTER, we called, we were told our flight was cancelled. We spent hours on the phone trying to get re-routed through another airport and actually to a completely new destination spot. Southwest Vacations did not offer any alternatives and in the end the end the vacation was cancelled. We were able to re-book the night before through Funjet to Mexico. They were very accomodating. Southwest said our refund would take 7-21 days. After going through 2 of my credit card billing cycles, I filed a complaint with Discover. It was endless hours on the phone trying to get resolution with Southwest. On March 24th, almost 60 days later, Southwest finally issued the credit card statement. However, they did not refund the insurance. We bought a vacation they did not fulill. We were more than accomodating looking for alternatives due to the cancelled flight in Atalanta. They offered nothing. In addition, we were the ones proactive to call them. We were never notified of a cancelled flight by phone, text or email. They were kind enough to send us a follow up email asking about our vacation......We never took it! I don't feel I should lose my trip insurance of $200 because they could not fulfill the trip. I sent an email to customer service on Feb 21st and have received no response. Every call to them is 45 minutes or more on the phone with RUDE customer service reps. They cancelled the trip, not me. If I had not purchased the insurance, would I have been out the entire $3200???? They have been un-willing to assist in this entire process.Desired Settlement: I expect to be refunded the $200 trip insurance. I charged my credit card on 12-19-13 for $3438.20 which I paid in full by the end of January. The trip never happened with southest vacations due to their inability to re-route, re-booke a new destination, or offer any alternative. I keep getting told by Southwest vacations, that trip insurance is non-refundable. However, I exepect to receive the service I paid in full.

Business

Response:

Revdex.com of Wisconsin

Review: I booked a vacation last year to Cabo San Lucas and was unable to travel due to a hurricane. The $400 reservation fee was credited for future flights. Fast forward to the week of January 12, 2015 when I spoke to an agent at United regarding this credit. They informed me they were unable to process the credit and transferred me to a Vacations representative. I explained that I wanted to purchase a flight and use the credit I have toward the ticket. She was about to transfer me back to United, but I informed her that I had just been transferred to Vacations. She then stated that I could purchase the flight and call back to get the credit applied. I used the Fare Lock service on United Airlines on January 12th for an international flight. I purchased the flight on January 19th. I called back to United Vacations to proceed with the credit and was informed that the credit could only be used on Vacation packages because United and United Vacations are separate. This is the first time I had heard this. I spoke with a supervisor, Alexandria, who says the original call was reviewed and the agent informed me correctly. I inquired about my ability to listen to the call and was unable to do so. She informed me that the credit could only be applied to a United Vacations package. She apologized for the miscommunication. While I now understand the two companies are separate, that fact was very unclear initially. I originally learned about United Vacations from the United site. I can also get to the United site from United Vacations. It is quite unclear that the credits cannot be used between the two, especially since United Vacations only uses United flights. It is further unclear by the fact that it took a supervisor to inform me of this. The agents kept transferring me between other agents so they obviously do not understand that the credit is not interchangeable as well. I purchased my flight thinking I would be able to use the credit based on the information I received from their agent. I have always understood that the package is nonrefundable, but I believe in this case it should be considered as an exception. I have now completed the international flight so it cannot be applied to flight as I was initally informed it would be. I think at least some sort of voucher would be warranted for this miscommunication the supervisor has acknowledged. I received correspondance from the previous information I provided to United Vacations, but did not receive any other correspondance once I replied. The credit will expire soon because of the lack of response from the company. I would like the timeframe to use the credit to be extended as well if I am not refunded.Desired Settlement: A refund, compensation for the misunderstanding from the agents in the form of additional credit to my existing credit with extension of time to use it, or some other reasonable resolution

Business

Response:

Dear Mr. [redacted], I appreciate you providing this information to us and I am sorry [redacted] is unhappy with our services. Unfortunately, without a full name or reservation number I am unable to access any information regarding this customer. He or she will need to provide that before I can review their request.

Sincerely,

UNITED VACATIONS

Beth R[redacted]

Consumer

Response:

Review: I booked a vacation based with this company for the first time for February vacation. The travel agent recommended the sirens water park and casino in punta cana. my husband and I have been to punta cana before and had a great time so I booked it for our family of 5. We got to the hotel after 4pm, our room was not ready. when we were brought to our room over an hour or so later the condition of the room was beyond words. There were bugs everywhere. dead and alive. Blood stains on the curtains. cobwebs on the walls mold on the ceils and so much more. we asked to be moved, we were told they were at capacity, they told us they would sent housekeeping down to clean the room again. That was a joke! We were stuck there for the night. the next morning my daughter went to go brush her teeth in the bathroom and screamed so loud I thought she was being attacked. her toothpaste was infested with bugs!! we went down to the front desk again, asked to be moved again, asked to speak to a supervisor which was never around. they kept wasting our time. our vacation was for 5 nights. I spent 2 days fighting with these people. it took me causing a scene to finally get a supervisors attention. we were moved and had to pay because of the change in view. what a joke! I called tnt when I got home, I have tons of pictures and more issues with the room that I didn't state above to prove what had happened. I was told they would contact the hotel and get back to me. that it would take 30 days for a response. well those 30 days have come and gone. the response was the hotel offered an apology and tnt offered a $300 credit towards a future vacation. No way!! I told [redacted] that I wanted my money back minus the air. I will never use that company again why would I want a credit. I also told her I wanted tnt to reimburse me. they are the ones that recommended that place. its now been over a month and a half and they are waisting my time going back to the hotel to see if they will change they're mind. I'm done waitingDesired Settlement: I want $3000 back. that is what I paid to stay at that bug infested hotel which should be visited by the board of health

Business

Response:

Revdex.com of Wisconsin