Time 2 Visit Reviews (%countItem)
Time 2 Visit Rating
Address: 2202 Curry Ford Rd. STE B, Orlando, Florida, United States, 32806
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This company refuses to refund my money after cancelling my reservation due to COVID 19
I booked and a reservation with this travel agency on 2/8/2020 and paid $159. I was contacted on 3/18/2020 by their company just checking to see if I still was planning to travel due to COVID 19. I told them yes because at that time things weren't that bad. I received a voicemail from the director Steven Velez on 4/7/2020 telling me they had to cancel all reservations and for me to contact them via email because their company was working from home. I emailed them and advised them that same day I would like to reschedule for August and gave them dates. he responded on 4/8/2020 saying he will try to get it changed. I never heard from him so I emailed on 4/23/2020 to inquire. I didn't hear anything still so I inquired again on 4/29/2020. I didn't hear anything back until 5/1/2020 and he said he can't make the reservation and not getting a response. I reached out again on 5/5/2020 and he responded on 5/6/2020 and apologized but he still had not heard back from the resort and unable to make the reservation and will keep trying. he asked did I want to try somewhere else and I told him no. Right now its not safe to fly and I need to go somewhere close in my car with my children. I started asking for a refund on 5/7/2020 and have been ignored until today. I received a response today 5/14/2020 with him being super rude.
I would like you to contact them and advise them to give me a refund. This COVID 19 situation is unfortunate and all of the airlines and hotels are issuing refunds and they were the ones that cancelled my reservation and unable to accommodate my new one so I should receive a full refund.
purchased a vacation package with our company on July 29, 2019. She made a reservation request on February 8, 2020. We acknowledge that due to the Covid-19 some travel plans have been unfortunately altered. This of course was beyond our control. We have issued a number of refunds to guests whom made recent purchases. However *** made her vacation package purchase almost 1 year ago. This made her package non-refundable.
We are happy to offer her a free extension for an additional year. I, *** - Owner, am even willing to speak to her about a possible refund.
Due to the Covid-19 we have been working with very limited staff. I am not sure of the conversations she had with Steven and would be happy to hear from her about these conversations. I personally have been battling cancer and unfortunately had limited communication even with my own staff during my recovery.
Again, if Mrs. would like to contact me I would be happy to try and work something out with her. Our only goal is to provide our guests with a positive vacation experience at a great price. We understand unforeseen circumstances can happen and do the best we can to manage these circumstances.
I look forward to hearing from Mrs. or responding to her response here.
Purchased 2/19/2020 cancelled 2/24/2020 email From: Holiver E [email protected] indicate refund 7-14 days, still no refund 4/16/2020
Guest Confirmation I.D: ***
Promotion Code: Mexico-VillaGroup
Discount Type: Resort Preview Rate
Promotional Package Price:
$699
Contract indicates "Participants may cancel and request a refund at any time within fourteen (14) days following the vacation package
purchase date. The refund amount will be the purchase price of the vacation package less the retail value of any gift(s)
received. If any of the days or nights included in this vacation package are used, package is ineligible to receive a
refund. _________"
From: Holiver E
Date: Mon, Feb 24, 2020, 3:00 PM
Subject: Time 2 Visit - Refund Request
Good evening
This email is to state on 02/24/2020 Both and ***alled in to request a refund for the amount of 699.00 for Mexico Vacation. Please allow 7-14 days for the amount of 699.00 to be refunded. If you have any questions please let me know
Thank you
Steven V
Tue, Mar 31, 12:43 PM
to me
Good afternoon,
This message is just to let you know that I'll be taking care of your refund. Please allow me until the end of the week. Thank you so much for your patience!
Mon, Apr 6, 5:43 PM (10 days ago)
to Steven
I have not received the funds. It has been more than 3 days.
I desperately NEED these funds back now!
Please provide me an update.
Steven V
Mon, Apr 6, 6:53 PM (10 days ago)
to me
Good evening,
I do apologize for the delay. I will forward this to my supervisor and get back to you as soon as possible. Thank you.
Steven V
Director of Sales, Time 2 Visit Co.
Address: 2202 Curry Ford Rd Suite B Orlando, Florida 32806
Toll Free: (833) 828-8326
Main Local: (407) 440-1404
Email: [email protected]
Website: www.time2visit.com
Tue, Apr 7, 8:12 AM (9 days ago)
to Steven
What is the name of your supervisor? How can this get corrected as soon as possible?
Wed, Apr 8, 9:09 AM (8 days ago)
to Steven
I am still awaiting a response. Please provide me the name of the supervisor and the expected time of completion.
--
Fri, Apr 10, 12:30 PM (6 days ago)
to Holiver, Steven
Hello,
It is imperative that I receive an update on my refund request. Please contact me at 915-9-*** today.
Thank you,
1:15 PM (55 minutes ago)
to Steven, Holiver
Why have I not received an update or heard from any of you? This is really unprofessional
I have attached all the emails between this company and I, and now I am simply just being ignored. Their contract clearly stated that a FULL REFUND will be provided if cancelled within 14 days. We purchased on 2/19/2020 and cancelled 2/24/2020, clearly withing the cancellation period. I waited 7-14 business days for a refund and still no funds as of 4/16/2020. They are indicating that the delay is due to the COVID-19 Pandemic but clearly this could have been taken care of prior.
I am simply asking them to please refund the amount of $699 directly back to the card that was charged withing the next week (no later than April 24). I have been patient and have kept in constant communication.
We have reached out to the *** family and expressed our apologies for the delay in processing their refund.
Without trying to excuse the delay itself we have explained that not only has the Covid-19 situation caused us to limit our staff and operations but as the owner and operator I was also fighting a battle with Cancer that delayed communication with current staff.
We have agreed to the processing of the refund in full and will do so within an agreed-upon time made with the *** family.
We thank both Ariel and Karla *** for their continued patience while we get our company back to full operation.
Manager did reach out and indicated I would receive a full refund along with a confirmation email regarding our conversation. As of 6.8.2020 I have not received an email nor the refund or status of it. This case is still not closed due to it being unresolved.
I am still pending well over 3 months my full refund of $699. I called their main number 833-828-8326 and was directed to leave a voicemail. I left a message and await the resolution of my complaint.
We have continued to maintain contact with the *** family and we are thankful that they have been willing to continue to work with us while we finalize the completion of their refund.
We have issued the *** family a partial refund ($349) and will make another partial refund within a week to complete the refund.
Thank you Time 2 Visit for completing my refund. Although the circumstances of our situation were not ideal, we truly appreciate the fact that they followed through with our request. We received a full refund.
We will give them another attempt in the future to have a better business experience.
What we encountered may have well been due to the pandemic, but we are hopeful that our next experience will be much better.
I purchased a vacation voucher to use in the near future,,,, and now the company is taking more time than to refund the canceled voucher- Covid 19
I have not receive my refund for the voucher I purchased last month.
It is discerning however the Director of Marketing and Business Steven V assured me I would have it 48 hours, since we last spoke 3/15.
3
On March, 19th Mr V assured me again the refund would be returned and it has not.
I submitted the agreement copy, I followed the rules, he said they need time to keep up with the Covid-19 related returns. I think I have waited over 4 weeks for the refund and quite afraid he is not going to return it.
A full refund.
First and foremost the refund has been processed. This refund was set to be refunded at the close of business day today, 9 pm EST 3/20/2020. Unfortunately, this review was posted before that time.
We would also like to apologize for any delay Mrs. may have received while awaiting her refund. As we all know, the unexpected COVID-19 situation has caused affects that we will all feel for some time.
As you can imagine the COVID-19 has caused a lot of guests to call in and therefore our Customer Service department has been inundated with calls about their vacation including requests for reservation changes.
We handle all calls as they are received and take each and every call very seriously. We value our guest's safety above all else and will do everything we can to make sure our guests are both safe and satisfied.
I ask that Mrs. please reach out to me personally so I can apologize for any perceived unnecessary delay. Again, we sincerely apologize and promise to work harder to assist all of our guests during these trying times.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive the money from this refund, I have check the account everyday including today 3/23.
My email contains a receipt from the business as paid out, Me V did respond to me today and in a concerned matter.
However, I have not received the refund to my bank account.
Hello Mrs. - unfortunately, we cannot control the speed at which your credit card company sends you your refund. I am attaching the receipt for this refund to this message. You will notice that it is time-stamped with a date of March 20th at 8:14 pm EST.
You also should have received an email with this receipt the same day it was issued. We have done all we can to stay in communication with you. If you have any questions or concerns, you can reach out to us by phone or email. We are not showing any calls showing any questions or concerns from you recently. I personally have tried to contact you by phone but received a full voicemail.
If you would like to further discuss this, we are available Monday - Friday 9 am - 8 pm EST. I am also more than happy to return your call after business hours to make sure this situation has been resolved for you. Please let me know if we can be of further assistance. Have a great day!
The refund was received 3/26
The head / owner of the business for 23 years at Time to Visit MR F call me personally on 3/25/3 at 5 pm to assure my refund would be process.
He said he was very concerned about the complaint and offered me his cell phone no to call him for a vacation free of charge without a time share visit in the future after the viral slump ended.covid -19
I am thankful that he called this assured me the company is honest and concerned about my choice for vacation visits.
So far, I am very pleased with this company. Jordan has been very helpful including cancelling a booking that we could not fulfill due to health issues.
I bought a vacation package and when I wanted to use it I have been getting the run around for over 3 months with excuses from customer service reps.
I bought the vacation package on 10/15/18, and I have been contacting customer service weekly since October of 2019 to utilize the 5 night 4 day 2 bedroom stay at Summer Bay Resort in Orlando. I have received many excuses; "customer services is closed, dates not open, we no longer have that resort that you contracted for." I am continually told I will receive a call back the next day but I never do and I have to call back myself, only to receive the same excuses. My time is going to be expiring soon, when I need to utilize my first trip, which is why I have been calling.
I have spoke with *** several times who appeared very friendly friendly and helpful but only gave me the same excuses and evenually started yelling at me and told me to take some "Ritalin" after I pointed out all the excuses I had been getting.
I paid $695.for the vacation package and I have received nothing in return.
My account # is GOT2V1891
I would like to receive a full refund of all the money I paid to the company. They have not provided me with the services that I paid for. I have contacted them every other week for the past 3 months with no resolution. I have recorded many of these calls.
The moment we were notified about this complaint we immediately contacted the customer for a resolution.
The issue that occurred was that this guest contacted us attempting to make a new reservation for February 2020. However, this guest was already confirmed for December, and they received that confirmation email on 03/11/2019.
Once we realized this, we were able to relay the correct information to the guest and change their dates from December to February. This guest even purchased an additional night, which we happily offered out at a discounted rate for them because of the confusion.
We sent, via email, this guest's reservation confirmation on 11/22/2019.
We hope to continue to strengthen our high level of Customer Service for all of our travelers, and we advised this guest to contact us again if she has anymore questions.
If there is anything else we can do, we would be more than happy to help. Thank you!
(The consumer indicated he/she DID NOT accept the response from the business.)
The business did not contact until the day after I placed in my complaint to the Revdex.com. For example, the final straw, the day I placed in the complaint (after attempted to get someone on the phone for a resolution for months) I spoke with a guy. The same guy called me that next day after I put in the complaint. This time he was totally helpful, kind, friendly, and could find me in the system. And the reservations center was available and not closed, as it was in all the previous times I called. In addition, I even received a call from the director of reservations to help confirm my stay. My dates and times were eventually straighten out and I received a confirmation for our stay hut no we are not satisfied with our services. We still are not getting the hotel we initially signed up for, they said they no longer are with the company.
Once again, as soon as we were notified from the Revdex.com that this guest was not entirely satisfied, we attempted to contact the guest for a resolution. We were unable to leave voicemails (as their voicemail is not set up on the number they provided to us), but we did send two separate emails to the guest to assist them with their reservation both with callback numbers (one on 12/09/2019 and the second on 12/12/2019).
I was only able to speak with this guest personally once. I contacted her once we received the initial Revdex.com complaint, and the guest did not bring up any other issues or concerns that they were not fully satisfied with at that moment. If they did, I would have addressed them at that time and tried to either fulfill their wishes or find the best suitable alternative.
We still wish to do this with the guest, but they are not responding to our attempts to contact them.
The idea of wanting to stay at a different resort was never brought to my attention. Their original reservation that they made for us before we moved their dates is at the same property that they will be staying at on their vacation.
If this guest would like to contact us for additional assistance and let us know of any additional questions or concerns directly, we would be more than happy to help them in any way we can. Our Reservations and Customer Service Department are open Monday - Friday, 9:00 am - 5:00 pm. Thank you!
Great job BOB in providing the best customer care & service so I extend my opportunity to take advantage of what I previously paid for in 03/2017. I am very Thankful for our conversation.