The Mark Travel Corporation

[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 will accept the refund but will not fully be satisfied until I see the refund in my account. What I don't understand is the agent said it was going to take 14-21 business days when the 1st refund was told to me at 7-10 business days and was shorter. This was done before I realized it was not the whole refund. So why So Long.
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 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]

Dear Ms. [redacted], Thank you for your email regarding the complaint filed by [redacted].  I am sorry she is unhappy with our services. Allow me to first clarify that Mr. and Mrs. [redacted] made their reservation on our website.  Based on the flight history, I can see that the return...

flights they originally chose included a 7 hour and 37 minute layover in Mexico City.  The schedule change we notified these customers about only affected that layover by 13 minutes, shortening it to the current 7 hours and 24 minutes.  I do not see any other layovers that are longer than 1 hour and 51 minutes so I am not clear what other 8 hours Mrs. [redacted] is referring to.  She is correct that they purchased All-In-One Travel Protection but it protects against supplier penalties, which means we would waive the applicable Funjet Vacations’ penalty and the airline reticketing fees.  The All-In-On does not, however, cover increases in fare.  Because this couple chose the flights themselves, and are now asking to make modifications, they would be responsible for any increase in fare charged by the airline. Again, I am sorry that Mrs. [redacted] is disappointed in our decision but we did not choose the original flights with the layover so we will not be absorbing the fare increase to change them.  We obviously do not want this couple to cancel but if they do, the All-In-One will be used so the per person cost will be deducted from the refund. Sincerely, FUNJET VACATIONS [redacted] Customer Services Supervisor

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]

Thank you for your email regarding the complaint filed by Mr. and Mrs. [redacted].  Because they applied $100.00 per person Travel Credits to their October 26 booking, the vouchers are considered used.  However, they canceled their trip prior to travel so as a courtesy we advised this party...

on October 20 that we would allow them to use the value of the Travel Credits on a new Southwest Vacations’ booking.  They simply needed to contact us to make the reservation and we will transfer that amount from the canceled reservation to the new reservation.  We will not be reissuing the Travel Credits. 
 
Sincerely,
 
SOUTHWEST AIRLINES VACATIONS
Operated by The Mark Travel Corporation
 
[redacted]
Customer Services Supervisor

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 normal to investigate. While 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 $100.00 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 offer. Thank you again for contacting us. Sincerely, UNITED VACATIONS Beth [redacted] Customer Services Supervisor

I am sorry Ms. [redacted] is unhappy with my reply but there was no error in our system.  When she booked on our website she asked for a double and a single.  The double was first and as always, we request an email address when the lead name is added.  Ms. [redacted] did not have to put in her son’s email address; she could have put in her own.  With regards to canceling and rebooking, like any tour operator there are penalties associated with canceling so it is not as simple as she believes.  Ms. [redacted] would also lose her eligibility for the $300.00 promotional discount she received if we cancel her current reservation.  With regards to documents, all she has to do is request that we send a Travel Itinerary to her email address at the time she makes her final payment.  On a onetime basis, we can generate the documents to any email address.  We just cannot change the account the reservation is booked under.

Dear Mr. [redacted],Thank you for your patience regarding the complaint filed by Mr. [redacted].  Allow me to clarify that once a customer threatens us with a lawsuit, we generally stop corresponding and we require that the customer’s attorney contact ours.  However, as a courtesy I will...

outline our position on this matter as it has been communicated to Mr. [redacted] and his travel agent.  To begin, we specify in our online description of Sirenis that it is on Uvero Alto Beach and there is a link to a map showing the location.  It is considered a Punta Cana property, even though it is approximately 25 miles from the airport.  The decision to choose this property was made by the [redacted]s with their travel agent.  We were not present during that conversation so we cannot comment further on this particular issue. We were contacted by the [redacted]’s travel agent the day after arrival, asking if the party could be moved to Riu Punta Cana as they did not like the beach at Sirenis.  Riu did not have availability but on June 20 we were advised by our Destination Management Company, IslandSun, that Barcelo Punta Cana had availability.  We quoted a new price for the move, a total of $1564.00 for two rooms for the remaining nights.  At no point did we ever tell IslandSun that it would be $800.00 per night.  These customers ultimately chose to stay at Sirenis.With regards to the seaweed, as Mr. [redacted] is aware, there was a larger than normal influx this season in both the Caribbean and Mexico.  It was inconsistent; being a problem one day but not the next, one destination, but not another.  Because it was an act of nature, and not something we could control, we did not offer refunds.  In some cases we issued Travel Credits for a discount on a future trip.  As a courtesy for the concerns over the toilet issues, rain water, and a few other hotel issues, we offered a refund of one night per room, totaling $198.82. Being that the choice of location is not something we were part of, we would not offer any compensation for that.   Nonetheless, I would be happy to issue an additional $100.00 per person Travel Credits for use on a future Funjet Vacations’ air-inclusive reservation, with a two-year expiration.  However, we will be unable to provide a replacement vacation as requested.  If Mr. [redacted] would like the Travel Credits he may contact me at [redacted] with reference to reservation [redacted].  At that point I will send him a new release form. Thank you again.Sincerely,FUNJET VACATIONSBeth [redacted]

Hi [redacted],Here is my receipt,Thank you for understanding,[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 13 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

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 4/9 6:21pm, received 'closed' recording, 4/10 7:33am no answer, 4/10 10:44 am and spoke with representative regarding my concerns and again on 4/12 8:44pm when I discovered the promised corrections were not made. I 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]

Dear Mr[redacted],
This matter has been resolved directly with Ms[redacted].
Sincerely,
SOUTHWEST AIRLINES VACATIONSOperated by The Mark Travel
Corporation
Beth R[redacted]

The release form has been sent directly to Ms. [redacted]'s email.
Beth [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 received my refund and everything is resolved.
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]

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 3 more weeks later and after more multiple calls and emails. If fact they only respond & credited when I email the Revdex.com. therefore 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[redacted]

Thank you for your additional email.  I am sorry Ms. S[redacted]s unhappy but unlike
her assertion otherwise, we did process her refund the day she returned her
release form.  If she has not seen it on her account activity by
now, she needs to call her credit card company again and request to speak with
a supervisor.
 
Sincerely,
 
UNITED VACATIONS
 
Beth R[redacted]

Dear Ms. [redacted]Thank you for your patience in waiting for our reply regarding the complaint filed by Ms. [redacted].  I am sorry she is unhappy with our services. For future reference, Groups Your Way is not a brand it is simply a booking option for groups traveling together.  This...

customer reserved a United Vacations package and was traveling with four other reservations so we tracked their reservations under a Groups Your Way code.  You can find United Vacations under The Mark Travel Corporation’s business review.      I have examined all the information we have on Ms. [redacted]’s reservation and initially found that she booked on our website and purchased the Premier Vacation Protection (PVP).  If she had read the complete description of this coverage, she would have noted that we specify that the PVP does not cover costs incurred as a result of changes in room occupancy.  To clarify further, the per person price of a double is generally higher than the per person price of a triple.  As a result, when a reservation such as this one starts as three travelers and is reduced to two travelers, the two remaining will pay more per person for their hotel than each person would as a triple.  You cannot simply divide the original price by three and use that same per person price for double occupancy.  At the time Ms. [redacted] called us to remove the third traveler, we advised her that we were having system problems and could not give a final total for the rebooked reservation so I know we did not quote her $.  It took a number of days to get the reservation corrected before it had the final price of $[redacted] Based on my research, no refund is due as the gross cost for two people is correct.  However, as a onetime courtesy I will refund 50% of the difference, totaling $[redacted], to the MasterCard account used for final payment.  Ms. [redacted] should be able to verify the credit on her account activity in 5-7 business days.Thank you again for contacting us. Sincerely,UNITED VACATIONS

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 $20.00 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 Ms. [redacted]'s complaint regarding her canceled Mexico reservation.  I apologize for my delay in replying.  I am currently waiting for some information that will assist me in determining the resolution to this matter so I will reply again as soon as I have...

that.Sincerely,FUNJET VACATIONS[redacted]Customer Services Supervisor

The offering of 50 dollars I don't think compensates the night mare at sea world. the standing in the hot sun, backing the line up. waiting there for over an hour. the first day of the trip was wrecked because of that. then going back to the hotel and them telling me by the way you owe more money. I remember sitting there waiting on hold with this company forever. the customer service is not good at all.