To whom it may concern: [redacted] and Travelzoo entered into a Merchant Agreement on February*, 2014 to advertise an offer for a $15 walking tour of [redacted]. Travelzoo discontinued that relationship onApril **, 2014, after a Travelzoo employee voiced concerns that she was being mistreated by [redacted]. [redacted], ([redacted], CustomerService) called and spoke with [redacted] to let him know we would not move forward in working with him. Under the plain terms of the Merchant Agreement, Travelzoo has the right to decide not to promote a particular offer on its website, at any time, and for any reason. Specifically, the Merchant Agreement makes clear that Travelzoo “may remove the campaign at its sole discretion.” It also provides that: 7. Right to Reject Offer. All terms and conditions of the Offer are subject to Travelzoo Local’s approval. Travelzoo Local reserves the right to reject, cancel or suspend any Offer, contract, URL link, space reservation or position commitment, at any time, for any reason. Accordingly, Travelzoo acted within its express contractual rights in deciding no longer to promote a particular Offer on our website. At this time, we are not interested in running further promotions with [redacted] and have no contractual obligation to do so.
To whom it may concern:Customer [redacted] was denied a refund for two voucherspurchased through Travelzoo on 4/*/2015 based on the refund policy noted on thedeal page at the time of purchase. The information provided on the deal pageadvised the customer that all sales...
are final.The Travelzoo email which the customer references gave a sampling of movieswhich the merchant, [redacted], offers including new releases. This email ledthe customer to Travelzoo where we further noted that movies, dates, and timesavailable through [redacted] will vary. The movie in question, "Furious7" is being offered by [redacted]; however, is not currently being shownthrough [redacted] at the voucher's noted location. As this information was disclosed prior to the customer's purchase and theopportunity to view movies currently showing at the noted location was providedthere are no grounds for a refund of the customer's purchase. Thank you,[redacted]The Travelzoo Team
To whom it may concern:On June **, 2015, customer[redacted], contacted Travelzoo regarding her two vouchers for the **
[redacted] she purchased on March *, 2014 which expired on February *,2015. After expressing her disappointment with the vouchers and the merchant,...
sherequested credit for the Travelzoo vouchers. Because the voucher was expired,the request was escalated to our management team for review. After our management team reviewed the request, the member's request was for acredit was denied because the vouchers had already expired and at no time wasTravelzoo contacted prior to June ** regarding the member's difficulty. We werenot contacted until almost a year after the member's originally cancelledreservation. In any situation where a member experiences difficulty with the voucher,Travelzoo is happy to assist our members to the best of our ability prior tothe vouchers expiration date. Once the vouchers expire, per Travelzoo'scontract with the merchant, the vouchers become valid for their base value touse at a future date with the merchant. The member was advised of base valueand give two $20 promo codes for her experience in correspondence dated6/**/2015 and 6/**/2015 respectively. The member was not satisfied with the response and the member's inquiry wasagain reviewed by our management team. In an effort to repair the relationship,on 6/**/2015, Travelzoo granted the member's original request and offered themember credit for the full amount of her purchase for a total of $298 which canbe used toward any future Travelzoo voucher purchases and was given the optionto divide the credit into smaller increments to use across multiple purchases.The member declined the offer of credit. At this point in time, the member's request for a refund is outside ofTravelzoo's refund policy. As Travelzoo was not notifed of any difficulty priorto the expiration date and the voucher is already expired, Travelzoo is unable toissue anything beyond Travelzoo credit.
I recently purchased a deal from Travelzoo. The hotel the deal was for however decided they were not going to honor the deal. I called Travelzoo who said they would look into this and get back to me either with a resolution or issue me a refunded. I was of course assuming it would end up being a refund bt sure enough, the next day they emailed me and had the Director of Sales from the hotel contact me and honor the deal.
That is wonderful customer service! I will definitely recommend Travelzoo to friends!
To Whom It May Concern:
Per [redacted]’s copy of the email correspondence, Travelzoo can confirm that [redacted] made the purchase of her flight through SmartFares. SmartFares is one of the booking engines featured on Travelzoo, but it is not part of Travelzoo. When customers look for flights on the Travelzoo website and search for fares, they are then directed to a booking engine website to make a purchase.
Travelzoo can also confirm that we have no record of any correspondence with [redacted] as [redacted] and [redacted] are not Travelzoo’s email addresses. Travelzoo's email addresses end with [redacted]. For example, our Customer Service email address is [redacted].
We advise [redacted] to contact SmartFares directly for further assistance regarding her flight itinerary as the flight was purchased directly through SmartFares. Per their website, customers can call SmartFares' toll free number at ###-###-#### for assistance on their air reservation. Their Customer Service Team is available 24x7, 365 Days. Customers may also email at [redacted] or [redacted].
[redacted]
The Travelzoo Support Team
We will contact our IT department to request that the following email address be removed from any send lists: [redacted]Please advise if this is not the correct address. Also, the customer should check to see that they do not have another email address on file from the past...
which is now being forwarded to the current email address. Sometimes this can be the root cause of email being received after someone has unsubscribed. Thank you.
Revdex.com:
The company just contacted me with an apology and an issue of credit in the next 7-10. Business days. Thank you for your assistance on this matter.
HORRIBLE customer service! Due to a Travel Zoo technical glitch, we were booked at the wrong hotel and now we're stranded in Miami, FL! They booked us for Atlanta...?! The confirmation email AND 'pre-arrival alert' email indicates the Miami hotel info. Offices were closed and we couldn't contact anyone. We are two girls who were stranded at 11pm (and still are!); finally found a hotel within our price range at 1am. Called Travel Zoo next morning (today 12/**) and the agent was incompetent; not well trained at all. Gave us the run around. First told us it was a glitch and they're fully responsible. Told me she will refund me completely an rebook me nearby the original booking and can cover $300-$600/night. She then says "We have a Hilton in Princeton for $75/night. Oh, and this will be in New Jersey." Excuse me?! New Jersey?! She then apologizes and offered me few options, I selected the hotel and she asked if I was ready to head there. After placing me on a 15 min hold (I was on phone for 30 mins at this point), she comes back on the line and asks "Did you decide on a hotel? I was taking notes about our convo." Are you kidding me?! She then searches for the hotel and now tells me that I will need to pay for the hotel and they can't guarantee that the hotel costs would be covered/reimbursed. Now I'm waiting at a random hotel lobby for the last 5 hrs, awaiting a phone call from Travel Zoo. Entire vacation ruined.
Towhom it may concern: Thecustomer contacted us on 3/**/15 for assistance with making a reservationyesterday because she was unable to find availability on OpenTable. Wecontacted the hotel and confirmed that they will...
accept reservations withvouchers although their availability is limited. We suggested that the customercall instead of use OpenTable Thecustomer called back about 15 minutes later and informed us that she wastold otherwise by the hotel. We reached out to the merchant once more andconfirmed that they will accept the voucher on the date that the customer wasrequesting at 8:30pm. We passed the information along to the customer andsuggested that she call them once more. The customer called a third time asking for a refund. She was aware that they didhave availability to accommodate her at this point, however, she had priorengagements at the time that they could. For this reason, we explained thatvouchers are subject to availability per policy. We have offered her a discretionary refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Sincerely, [redacted]
From your response, it's my understanding that TravelZoo allows false advertising, including 'bait and switch', on their website through these booking engines that TravelZoo features. I don't understand how that is ethical or even good business practice to allow these booking engines on Travel Zoo to scam people out of their hard earned money and then claim no knowledge or responsibility. In my opinion, Travel Zoo is just as liable and I've learned my lesson to stay as far away from TravelZoo and all affiliated booking engines as possible.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
We appreciate the member's response and feedback regarding the experience with the merchant. Weunderstand her position and will take the necessary steps to address herconcerns with our team and [redacted]. Although the member's inquiryis beyond Travelzoo's refund policy, in an effort to repair the relationshipwith the member, Travelzoo will honor her request for a refund and hasinitiated a refund in the amount of $298. Thank you,The Travelzoo Team
To Whom It May Concern:We have reviewed [redacted]’s complaint and found it is possible that this deal was sold out before midnight. We included a note in the copy telling people that this will likely sell out before the midnight deadline and to book early. We also included updates as to...
when we were finding available inventory since dates were selling out quickly. Unfortunately, this is the nature with airline sales. Per our website, “at Travelzoo, we want your travel experience to be as problem-free as possible. But it’s important to keep in mind that listings of specials and deals on Travelzoo® or in [redacted] or [redacted] are provided by the respective travel supplier and/or its agents, not Travelzoo. For any questions or problems regarding booking of offers, please contact the travel supplier and/or its agents directly. Please read our disclaimer carefully at the link provided: [redacted]The Travelzoo Team
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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Misleading advertising as stated in original statement--last minute weekend travel deal was far from last minute (over one month from the immediate weekend). No refund provided. Very poor customer service approach.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
To Whom It May Concern:We have reviewed [redacted] inquiry regarding a refund. A refund was initiated on December **, 2014 to the original method of payment. She can expect to see the credit within 7-10business days.
To Whom it May Concern:
We understand [redacted]s concerns regarding her Westgate River Ranch Resort voucher purchase. The details provided prior to purchase stated that this offer was valid...
until February [redacted], however, in bold, we also state that all reservations must be made by December **, 2013. Travelzoo does send reminders to our customers to let them know that their voucher's are still valid for redemption, however, because this offer had a "book by" date, as well as an expiry, the best information was not provided to our subscribers.
In light of this information, Travelzoo has initiated a full refund for[redacted]'s Westgate River Ranch Resort voucher purchase, and the $109 will be returned to the American Express ending in [redacted]that was used to make the purchase, and will be visible within 7 to 10 business days. We appreciate the feedback that has been provided regarding such offers, and are also currently working to change the structure of our offers that have "book by" dates, to make sure this information is clearer for proper redemption.
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
To whom it may concern:Travelzoo makes every effort to ensure that our offers provide thebest value available. We certainly appreciate and understand the member'sconcerns. After their most recent email to Travelzoo, dated 9/**/2015, we hadescalated their concerns to our...
management team for additional review. Themember's feedback and concerns are being thoroughly investigated so we mayfulfill our promise to have the most accurate information available to ourmembers. In the meantime, in an effort to heal our relationship with themember we will be issuing a full refund for the voucher purchased. The refundwill be returned to their original form of payment and we will notify themember via email once the refund has been processed. We advise our members thatit may take 7-10 working days to see that credit posted to their account. Thank you,The Travelzoo Team
Travelzoo makes every effort to ensure our member's inquiries are answered in a timely manner. We are very sorry to learn that the member was not able to use their vouchers. The member did contact...
us on 8/**/2016 to advise us of their difficulties with finding availability at the venue. We were unable to locate her purchase with the email address provided and responded by requesting additional information on the same date. Unfortunately, we did not receive a response. Her subsequent contact was on 9/*/2016 to which we are still in the process of replying to. We advise members that it may take 24-48 business hours to receive a response. In an effort to remedy the situation, we will be issuing a full refund for the voucher purchased, which will be issued to their original form of payment. The member will receive an email which will confirm the refund was processed to the email address associated with her purchase. We advise our members that it may take 7-10 working days to see that credit posted to their account. At this time, we consider the matter closed.
We will look into this complaint as expediently as possible and respond accordingly once we have collected more information on the matter.
To whom it may concern: [redacted] and Travelzoo entered into a Merchant Agreement on February*, 2014 to advertise an offer for a $15 walking tour of [redacted]. Travelzoo discontinued that relationship onApril **, 2014, after a Travelzoo employee voiced concerns that she was being mistreated by [redacted]. [redacted], ([redacted], CustomerService) called and spoke with [redacted] to let him know we would not move forward in working with him. Under the plain terms of the Merchant Agreement, Travelzoo has the right to decide not to promote a particular offer on its website, at any time, and for any reason. Specifically, the Merchant Agreement makes clear that Travelzoo “may remove the campaign at its sole discretion.” It also provides that: 7. Right to Reject Offer. All terms and conditions of the Offer are subject to Travelzoo Local’s approval. Travelzoo Local reserves the right to reject, cancel or suspend any Offer, contract, URL link, space reservation or position commitment, at any time, for any reason. Accordingly, Travelzoo acted within its express contractual rights in deciding no longer to promote a particular Offer on our website. At this time, we are not interested in running further promotions with [redacted] and have no contractual obligation to do so.
To whom it may concern:Customer [redacted] was denied a refund for two voucherspurchased through Travelzoo on 4/*/2015 based on the refund policy noted on thedeal page at the time of purchase. The information provided on the deal pageadvised the customer that all sales...
are final.The Travelzoo email which the customer references gave a sampling of movieswhich the merchant, [redacted], offers including new releases. This email ledthe customer to Travelzoo where we further noted that movies, dates, and timesavailable through [redacted] will vary. The movie in question, "Furious7" is being offered by [redacted]; however, is not currently being shownthrough [redacted] at the voucher's noted location. As this information was disclosed prior to the customer's purchase and theopportunity to view movies currently showing at the noted location was providedthere are no grounds for a refund of the customer's purchase. Thank you,[redacted]The Travelzoo Team
To whom it may concern:On June **, 2015, customer[redacted], contacted Travelzoo regarding her two vouchers for the **
[redacted] she purchased on March *, 2014 which expired on February *,2015. After expressing her disappointment with the vouchers and the merchant,...
sherequested credit for the Travelzoo vouchers. Because the voucher was expired,the request was escalated to our management team for review. After our management team reviewed the request, the member's request was for acredit was denied because the vouchers had already expired and at no time wasTravelzoo contacted prior to June ** regarding the member's difficulty. We werenot contacted until almost a year after the member's originally cancelledreservation. In any situation where a member experiences difficulty with the voucher,Travelzoo is happy to assist our members to the best of our ability prior tothe vouchers expiration date. Once the vouchers expire, per Travelzoo'scontract with the merchant, the vouchers become valid for their base value touse at a future date with the merchant. The member was advised of base valueand give two $20 promo codes for her experience in correspondence dated6/**/2015 and 6/**/2015 respectively. The member was not satisfied with the response and the member's inquiry wasagain reviewed by our management team. In an effort to repair the relationship,on 6/**/2015, Travelzoo granted the member's original request and offered themember credit for the full amount of her purchase for a total of $298 which canbe used toward any future Travelzoo voucher purchases and was given the optionto divide the credit into smaller increments to use across multiple purchases.The member declined the offer of credit. At this point in time, the member's request for a refund is outside ofTravelzoo's refund policy. As Travelzoo was not notifed of any difficulty priorto the expiration date and the voucher is already expired, Travelzoo is unable toissue anything beyond Travelzoo credit.
I recently purchased a deal from Travelzoo. The hotel the deal was for however decided they were not going to honor the deal. I called Travelzoo who said they would look into this and get back to me either with a resolution or issue me a refunded. I was of course assuming it would end up being a refund bt sure enough, the next day they emailed me and had the Director of Sales from the hotel contact me and honor the deal.
That is wonderful customer service! I will definitely recommend Travelzoo to friends!
To Whom It May Concern:
Per [redacted]’s copy of the email correspondence, Travelzoo can confirm that [redacted] made the purchase of her flight through SmartFares. SmartFares is one of the booking engines featured on Travelzoo, but it is not part of Travelzoo. When customers look for flights on the Travelzoo website and search for fares, they are then directed to a booking engine website to make a purchase.
Travelzoo can also confirm that we have no record of any correspondence with [redacted] as [redacted] and [redacted] are not Travelzoo’s email addresses. Travelzoo's email addresses end with [redacted]. For example, our Customer Service email address is [redacted].
We advise [redacted] to contact SmartFares directly for further assistance regarding her flight itinerary as the flight was purchased directly through SmartFares. Per their website, customers can call SmartFares' toll free number at ###-###-#### for assistance on their air reservation. Their Customer Service Team is available 24x7, 365 Days. Customers may also email at [redacted] or [redacted].
[redacted]
The Travelzoo Support Team
We will contact our IT department to request that the following email address be removed from any send lists: [redacted]Please advise if this is not the correct address. Also, the customer should check to see that they do not have another email address on file from the past...
which is now being forwarded to the current email address. Sometimes this can be the root cause of email being received after someone has unsubscribed. Thank you.
Revdex.com:
The company just contacted me with an apology and an issue of credit in the next 7-10. Business days. Thank you for your assistance on this matter.
[redacted]
HORRIBLE customer service! Due to a Travel Zoo technical glitch, we were booked at the wrong hotel and now we're stranded in Miami, FL! They booked us for Atlanta...?! The confirmation email AND 'pre-arrival alert' email indicates the Miami hotel info. Offices were closed and we couldn't contact anyone. We are two girls who were stranded at 11pm (and still are!); finally found a hotel within our price range at 1am. Called Travel Zoo next morning (today 12/**) and the agent was incompetent; not well trained at all. Gave us the run around. First told us it was a glitch and they're fully responsible. Told me she will refund me completely an rebook me nearby the original booking and can cover $300-$600/night. She then says "We have a Hilton in Princeton for $75/night. Oh, and this will be in New Jersey." Excuse me?! New Jersey?! She then apologizes and offered me few options, I selected the hotel and she asked if I was ready to head there. After placing me on a 15 min hold (I was on phone for 30 mins at this point), she comes back on the line and asks "Did you decide on a hotel? I was taking notes about our convo." Are you kidding me?! She then searches for the hotel and now tells me that I will need to pay for the hotel and they can't guarantee that the hotel costs would be covered/reimbursed. Now I'm waiting at a random hotel lobby for the last 5 hrs, awaiting a phone call from Travel Zoo. Entire vacation ruined.
Towhom it may concern: Thecustomer contacted us on 3/**/15 for assistance with making a reservationyesterday because she was unable to find availability on OpenTable. Wecontacted the hotel and confirmed that they will...
accept reservations withvouchers although their availability is limited. We suggested that the customercall instead of use OpenTable Thecustomer called back about 15 minutes later and informed us that she wastold otherwise by the hotel. We reached out to the merchant once more andconfirmed that they will accept the voucher on the date that the customer wasrequesting at 8:30pm. We passed the information along to the customer andsuggested that she call them once more. The customer called a third time asking for a refund. She was aware that they didhave availability to accommodate her at this point, however, she had priorengagements at the time that they could. For this reason, we explained thatvouchers are subject to availability per policy. We have offered her a discretionary refund.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Sincerely, [redacted]
From your response, it's my understanding that TravelZoo allows false advertising, including 'bait and switch', on their website through these booking engines that TravelZoo features. I don't understand how that is ethical or even good business practice to allow these booking engines on Travel Zoo to scam people out of their hard earned money and then claim no knowledge or responsibility. In my opinion, Travel Zoo is just as liable and I've learned my lesson to stay as far away from TravelZoo and all affiliated booking engines as possible.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
We appreciate the member's response and feedback regarding the experience with the merchant. Weunderstand her position and will take the necessary steps to address herconcerns with our team and [redacted]. Although the member's inquiryis beyond Travelzoo's refund policy, in an effort to repair the relationshipwith the member, Travelzoo will honor her request for a refund and hasinitiated a refund in the amount of $298. Thank you,The Travelzoo Team
To Whom It May Concern:We have reviewed [redacted]’s complaint and found it is possible that this deal was sold out before midnight. We included a note in the copy telling people that this will likely sell out before the midnight deadline and to book early. We also included updates as to...
when we were finding available inventory since dates were selling out quickly. Unfortunately, this is the nature with airline sales. Per our website, “at Travelzoo, we want your travel experience to be as problem-free as possible. But it’s important to keep in mind that listings of specials and deals on Travelzoo® or in [redacted] or [redacted] are provided by the respective travel supplier and/or its agents, not Travelzoo. For any questions or problems regarding booking of offers, please contact the travel supplier and/or its agents directly. Please read our disclaimer carefully at the link provided: [redacted]The Travelzoo Team
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 and the matter has been resolved.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Misleading advertising as stated in original statement--last minute weekend travel deal was far from last minute (over one month from the immediate weekend). No refund provided. Very poor customer service approach.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
To Whom It May Concern:We have reviewed [redacted] inquiry regarding a refund. A refund was initiated on December **, 2014 to the original method of payment. She can expect to see the credit within 7-10business days.
To Whom it May Concern:
We understand [redacted]s concerns regarding her Westgate River Ranch Resort voucher purchase. The details provided prior to purchase stated that this offer was valid...
until February [redacted], however, in bold, we also state that all reservations must be made by December **, 2013. Travelzoo does send reminders to our customers to let them know that their voucher's are still valid for redemption, however, because this offer had a "book by" date, as well as an expiry, the best information was not provided to our subscribers.
In light of this information, Travelzoo has initiated a full refund for[redacted]'s Westgate River Ranch Resort voucher purchase, and the $109 will be returned to the American Express ending in [redacted]that was used to make the purchase, and will be visible within 7 to 10 business days. We appreciate the feedback that has been provided regarding such offers, and are also currently working to change the structure of our offers that have "book by" dates, to make sure this information is clearer for proper redemption.
Sincerely,
[redacted]
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 and the matter has been resolved.
Sincerely,
[redacted]
To whom it may concern:Travelzoo makes every effort to ensure that our offers provide thebest value available. We certainly appreciate and understand the member'sconcerns. After their most recent email to Travelzoo, dated 9/**/2015, we hadescalated their concerns to our...
management team for additional review. Themember's feedback and concerns are being thoroughly investigated so we mayfulfill our promise to have the most accurate information available to ourmembers. In the meantime, in an effort to heal our relationship with themember we will be issuing a full refund for the voucher purchased. The refundwill be returned to their original form of payment and we will notify themember via email once the refund has been processed. We advise our members thatit may take 7-10 working days to see that credit posted to their account. Thank you,The Travelzoo Team
Travelzoo makes every effort to ensure our member's inquiries are answered in a timely manner. We are very sorry to learn that the member was not able to use their vouchers. The member did contact...
us on 8/**/2016 to advise us of their difficulties with finding availability at the venue. We were unable to locate her purchase with the email address provided and responded by requesting additional information on the same date. Unfortunately, we did not receive a response. Her subsequent contact was on 9/*/2016 to which we are still in the process of replying to. We advise members that it may take 24-48 business hours to receive a response. In an effort to remedy the situation, we will be issuing a full refund for the voucher purchased, which will be issued to their original form of payment. The member will receive an email which will confirm the refund was processed to the email address associated with her purchase. We advise our members that it may take 7-10 working days to see that credit posted to their account. At this time, we consider the matter closed.