The Mark Travel Corporation

I am sorry that Mr [redacted] is unhappy with my previous reply While I understand his point, he had a responsibility to read the information we gave him As a courtesy I will refund $if Mr [redacted] provides a receipt to me for the bag fees He can reach me directly at b [redacted] @marktravel.com Sincerely, FUNJET VACATIONS [redacted]

Thank you for forwarding Mr***’s comments about his recent trip to Florida and for your patience in waiting for our reply On behalf of Southwest Airlines Vacations Mr [redacted] and Ms [redacted] have my apologies for the inconvenience they encountered in Orlando We want every Customer to have an enjoyable trip from start to finish and I am sorry that we were not able to meet their expectations Based on everything I can see and the comments from our 24-Hour Traveler Assistance Center, we did transmit the reservation to Discovery Cove so I am currently unable to explain why they did not have this party’s reservation Ultimately, our 24-Hour Traveler Assistance Center was able to resolve this issue However, based on the phone recordings I listened to, there was not only a longer than hold time for our call center but we also had to hold for Sea World when we called them Between the two, it meant that Mr [redacted] and Ms [redacted] had to wait for the ticket problem to be fixed so, again, I am very sorry As for the amount billed to Mr***’s credit card, it appears that Doubletree charged him directly for a small portion of the room cost We are unclear why as they billed us for the remaining amount Our Accounts Payable Department is currently working with Doubletree to ensure that this gets corrected, if it has not been already I also noted on this couple’s reservation that we refunded $at the request of their travel agent because they purchased transportation to the theme parks with their package but the hotel included it as part of resort fees As a gesture of apology for the confusion over the Discovery Cove tickets, I have processed a refund of $per person which will be credited to the same MasterCard that the transportation refund went to The cardholder should be able to verify the credit on the account activity in 5-business days I understand that Mr [redacted] indicates that they will never travel with us again but I would be happy to also issue $per person Travel Credits for a future Southwest Vacations’ package, should this party reconsider Mr [redacted] can reach me directly at b [redacted] @marktravel.com if he and Ms [redacted] would like the Travel Credits Sincerely, SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation [redacted] Customer Services Supervisor Cc: Erin Roberts, AAA East Central Lockport New York

The offer is too low based on the punitive loss for this poor quality vacation I spent over four thousand dollars for this vacation package and based on the quality and poor customer service merits a better refund and credits toward a replacement vacation Their rep [redacted] told my wife kids and I it would cost us per night to leave the resort and the 1,was not mentioned I am trying to be reasonable for an amount of refund In addition the mention of the small claims court is to be against the Travel Express for the amount difference not afforded by Funjet For this replacement Revdex.com complaint I do not know what other eecourse I can do to restore some of my loss after the purchase of a bad vacation and bad customer service

Dear Mr [redacted] , Thank you for your email regarding Mr [redacted] ’s complaint about the resort credit at Paradisus Cancun and for your patience in waiting for our reply It is our busiest season and we are taking longer than to investigateWhile Mr [redacted] and his traveling companion were in Mexico, we were contacted about the lack of tour inclusions in the resort credit Due to this error, we referred these two customers to our Destination Management Company, Lomas Travel, who provided them a tour, free of charge There are no comments logged in the reservation that they complained about any other portions of the resort credit while they were on their trip With regards to Mr [redacted] ’s comment that this is bait and switch, we simply state that the credit can be used towards good and services, and that some restrictions may apply We do not indicate that it is an open credit for anything and everything offered at the hotel If Mr [redacted] wanted to know what the credit actually included prior to booking, we would have been happy to make an inquiry on his behalf As the resort credit offered by Paradisus Cancun is complimentary, it has no cash value Further, we did not promise that the credit could be used for everything or that it would match the activities that this customer wanted to do Therefore, I must decline Mr [redacted] ’s request for a refund As a courtesy, however, I would be happy to issue $Travel Credits for Mr [redacted] and Ms [redacted] to use on a future United Vacations’ air-inclusive reservation They may contact me at [redacted] if they wish to take advantage of this offerThank you again for contacting usSincerely, UNITED VACATIONS Beth [redacted] Customer Services Supervisor

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] I did not pay by credit card so I should not have to accept a refund by credit card - especially a card that I do not have My issue is that I paid [redacted] by check so I am expecting that my refund should be made by check I have copies of all emails to Mary M [redacted] if you need them - she told me I paid by credit card so refund could only be made that way - I DID NOT PPAY WITH A CREDIT CARD SO REFUND SHOULD BE THE SAME WAY PAYMENT WAS MADE - BY CHECK!!!! Please help!!!!!

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] ***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 resourcesIn response to your counter offer $($308.68) and the $travel voucher (available in cash) we would like to be reimbursed for at least the first night which was about $with the taxes we paid and the $travel cash (credit) This would be refund to our credit cardThe 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 $per night This is more than Funjet said, probably the taxes were not added inWe 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 forwarding Mr [redacted] ’s complaint regarding his December trip to Cabo San Lucas I am sorry that he and Ms [redacted] had a disappointing time at Riu Santa Fe and that they are unhappy with our servicesAllow me to first clarify that with most hotels, bedding types in the rooms is not guaranteed unless the room specifies it offers only one type In the room category this party chose, we indicate in our online description that it will be either one king or two double beds We also state that bedding is not guaranteed and is based on availability As such, bedding is not something we would compensate for, or in this case, take in to account as it relates to the request for a refund of the last night As to the restaurants, each hotel books their reservations differently We understand that this couple was disappointed with how the reservations were handled at Riu Santa Fe and with the subsequent reaction of the hotel manager when they complained For that they have my apologies Unfortunately, however, they never contacted our 24-Hour Traveler Assistance Center or our Destination Management Company to request assistance while they were in Cabo We would have been more than happy to intervene on their behalf to try to allow them to stay or to negotiate the refund of the last night at that time It is much more difficult to secure a refund after the fact and that is exactly what happened Riu has denied our request Nonetheless, as a courtesy we will refund 50% of the last night in the amount of $in place of the Travel Credits previously offered Upon receipt of the attached release form, the refund will be credited to the Visa account originally used for payment The cardholder should be able to see it on the account activity 6-business days after the release is returnedThank you again for contacting us Sincerely, SOUTHWEST AIRLINES VACATIONS Operated by The Mark Travel Corporation [redacted] Customer Services Supervisor

Dear Ms [redacted] , Thank you for your email regarding the complaint filed by Ms [redacted] I am sorry she is unhappy with our serviceAllow me to first clarify that anytime a modification is made to a reservation, the customers are subject to the current price There are occasions when we can honor the original rate if our suppliers will authorize it, but other times when they deny our request Further, the per person price of triple occupancy in a hotel room is generally higher than the per person price of a quad occupancy As a result, when a reservation such as this one starts with four travelers in a room and that room is reduced to three travelers, the three remaining will pay more per person for their hotel than they would have as a quad You cannot simply divide the original price by four and use that same per person cost for triple occupancy Specific to this case, in May we were asked to cancel one airfare and for a quote on what would happen if the party removed a traveler from one room Delta Airlines charges a cancellation fee if a ticket has been issued so that amount would be deducted from any payment made Removing a person would not affect anyone else’s airfare, but as indicated above, it would affect the hotel cost for the remaining travelers As recently as yesterday, Ms [redacted] ’s travel agent asked us not to remove anyone from the room yet as this group is attempting to find another traveler to take the place of the canceling party One additional note; the reservation in question was never paid in full To date we have received a total of $in payments but the current gross cost is $ Ms [redacted] needs to continue to work through her travel agent Sincerely, FUNJET VACATIONS [redacted] Customer Services Supervisor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11683150, and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [unlike what was indicated in united vacations (Beth)previous statement they DIDNT process credit with credit card company until more weeks later and after more multiple calls and emailsIf fact they only respond & credited when I email the Revdex.comtherefore I would highly recommend everyone to file a complaint against Mark Travels, FunJet and United Vacations with the Revdex.com because otherwise there will be NO resolution We settled the matter not for what we deserved but because we wanted to be done with United Vacation Mark Travels HORROR Thank you Revdex.com! Regards, Hilda S***

On behalf of Funjet Vacations, Mrand Mrs [redacted] have my apologies that their August trip to Cabo San Lucas was not everything they expected We want every customer to have an enjoyable trip from start to finish and I am sorry that was not the case for this couple.To clarify first, because we originally received Mrs***’s complaint through her travel agent, we replied to her travel agent One of our customer service specialists spoke with [redacted] on October It was not until I received the Revdex.com complaint that we became aware that the information we provided had not been passed on to her clients When we were initially contacted about Pueblo Bonita, we forwarded the comments to their management We were advised by their [redacted] that Mrand Mrs [redacted] were upgraded to a Presidential Suite on the evening of their second day That coincides with Mrs***’s description of being offered a new room on August After that, she has no real complaints other than not having received the complimentary champagne The upgrade has a value of approximately $ per night so Pueblo Bonito considered that compensation and did not provide anything additional When we spoke with [redacted] , we explained this to her and offered a $Funjet Vacations’ air-inclusive Travel Credit for a future trip Again, I am sorry that these clients were not happy their first two days at Pueblo Bonito; however, we are unable to refund them $ They stayed at the resort for five nights, using the all-inclusive amenities and having access to multiple pools, the beach, tennis courts, spa, fitness center, etc They received a substantial upgrade and we have no record that they contacted their travel agent or our Cabo Destination Management Company (DMC) for assistance during their trip If they were so unhappy that they now want a refund of approximately 75% of their trip, they should have requested assistance through our DMC who would have been more than happy to help them move to a property more to their liking That phone number is available on all our E-Travel Documents.In an effort to resolve this, as a courtesy I will refund the first night valued at $in place of the Travel Credit Upon receipt of the attached release form, the Travel Credit will be voided and the refund will be credited to the Visa account used for final payment on the reservation Thank you for contacting us.Sincerely,FUNJET VACATIONS [redacted]

Thank you for your patience in waiting for our reply regarding Mr [redacted] ’s complaintI 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 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 $on October Mr [redacted] obviously had not seen that yet on his credit card prior to filing his complaint with the Revdex.com on October as he was disputing the full $ 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 $ Mr [redacted] should see that on his Discover in 5-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

Mrand Mrs [redacted] made their reservation online and as a result, they were accountable for reviewing all the information we gave them during the booking process They chose not to read the instructions under the “Pre-Pay Baggage Fees and Save” link during the booking process Had they done so, they would have been well aware of what the procedure was We agreed to cover half the cost due to any confusion these customers experienced but they need to take responsibility for not having looked at the baggage explanation before completing their reservation

Thank you for contacting us regarding Ms [redacted] ’s most recent comments I regret that she does not like my reply but I feel this issue has been addressed accurately based on the call recording so we will not be providing any additional remarks [redacted]

Thank you for forwarding Ms [redacted] ’s complaint regarding her cancelled Costa Rica reservation I am sorry her travel agent did not make the cancelation penalties clear at the time she booked As you will see by the Cancelation/Refund section of the VAX Hotel Vacations' Terms & Conditions I included below, there is a $per room Operator penalty plus any applicable supplier charges VAX Hotel Vacations is the “operator” II CANCELLATION/REFUNDS If your plans change, your right to a refund is limited To avoid cancellation fees you may consider purchasing one of the optional travel protection plansWithout travel protection, if you must cancel your reservation, make any changes to your arrival date, or reduce the number in the party, you will be assessed a $per hotel room Operator penalty, plus any applicable supplier chargesPlease note that there are no refunds for cancellations made less than hours prior to arrival for hotel vacations As a onetime courtesy, I will reduce the penalty to $but Ms [redacted] will have to discuss the remaining amount with her travel agent The reservation in question was made by her agent and as a result, she was responsible for reviewing the terms of cancellation with her client The refund of $will be credited to the MasterCard originally used for payment The cardholder should be able to verify on their account activity in 6-business daysSincerely, VAX HOTEL VACATIONS Beth R [redacted] / [redacted] Style Definitions */

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 have records of calls to this company immediately on 4/6:21pm, received 'closed' recording, 4/7:33am no answer, 4/10:am and spoke with representative regarding my concerns and again on 4/8:44pm when I discovered the promised corrections were not madeI also made calls to the Corporate office and was informed someone would return my calls which did not occur [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Because this customer has filed a credit card dispute, we will not offer any additional responses through the Revdex.com Sincerely,UNITED VACATIONSBeth [redacted]

/ [redacted] Style Definitions */ / [redacted] Style Definitions */ / [redacted] Style Definitions */ RevDex.com of Wisconsin Attn: Mr [redacted] Re: ID [redacted] Dear Mr [redacted] , Thank you for your email regarding the complaint filed by Mr [redacted] I am sorry he is unhappy with our service Please be advised that the refund in question was processed on our side on May 13, two days before Mr [redacted] submitted his inquiry with your office I apologize for the delay but this customer's airfare was actually not refundable He was quoted the policy incorrectly and there had to be some additional review of the flights, thus causing a small delay in completing the refund While I appreciate Mr [redacted] 's request to have the cancelation penalty waived, as we have already honored our error and refunded a non-refundable airfare, we are unable to reduce the cancelation fees However, if he is interested, as a courtesy for our delay I would be happy to issue a $MGM Resorts Vacations’ Travel Credit with a two year expiration date It would be redeemable on a future air-inclusive vacation package Mr [redacted] can email me directly at [redacted] if he is interested in the Travel Credit Sincerely, MGM RESORTS VACATIONS Beth R [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]

Thank you for your email regarding the complaint filed by [redacted] I am sorry she is unhappy with our services and that her stay at Grand Palladium did not meet her expectations Unfortunately, we have been billed in full by Palladium and we have not received any notification from them that they are offering a full refund to this party Notes in Ms [redacted] ’s reservation indicate that she called us on February and we asked her to send an email to our post travel email address with information about her experience We did not receive anything from Ms [redacted] so no file was ever opened This is not something that can get resolved over the phone with a customer as we need written authorization from Palladium in order to adjust the billing We would be more than happy to follow up with them now but we are not refunding anything without confirmation from Palladium This will be assigned to an agent today and once we have additional information, we will contact Ms [redacted] directly Sincerely, FUNJET VACATIONS [redacted] Customer Services Supervisor

[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]