TripMasters

Dear
Revdex.com,
The
client booked the packaged with us on 3/20/with travel dates of
05/17-05/Which they agreed to the terms and
conditions(http://www.***.com/Terms.aspx) at time of booking and they
also declined twice Travel Insurance(http://www.***.com/insurance.aspx)All
services were confirmed as requested and vouchers were sent out on 4/4/
1:01:PM.
Please
note that it is clearly stated on our Terms and Conditions the following:
We
are not responsible for any missed connections that the airlines might causeWe
are not liable for cancelled flights, flights that are missed or flights
with missed connections due to any airline scheduled changesWe are
not able to compensate for hotel overnights if such may occur due to an airline
schedule changeChanges
to a reservation is permitted up to days prior to departure after this all
services become non-refundable. Train tickets are non-refundable
once issued and confirmed. Hotel have strict penalties and no
refunds will be processed (No-Show)due to trip interruptionsReason
for Trip Interruption:
The
client's flight was cancelled due to airline mechanical problems; which we do
not have any control overOur
company sent an urgent message to the supplier in Peru so they can adjust their
schedule due to the new flight scheduled provided by the clientWe did our best to re-accommodate under the extreme circumstance and the
little time frame we had to work withTransfer
service were re-booked at no additional cost to the client. 5/
Original date 5/***
Hotel scheduled to arrive on 5/is non-refundable due to No-Show hotel
policyRail
pass modification of dates and/or times change fee is per person schedule
date 5/@ 745AMAll
other services were adjusted in order to meets the clients new flight
information.
Unfortunately
no refunds were provided from our suppliers since services are non-refundable
For this reason we are not able to refund the client.
This
is why we highly recommend travel insurance so that clients can have the extra
travel protection for these unforeseen circumstances. We did our
best to assist the client due to the circumstances presented; which were
completely out of our controlKind
Regards,
Marybell
M***
Assistant
Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The main issue was that due to the time duration when we were kicked out of our rooms and working on a resolution, we lost about hours in the eveningWe had booked and paid for a spa at a nearby location which we were not able use as we were anxiously waiting on our fate for the nightIt was traumatic to see someone else in our rooms and all of our luggage in big trash bags somewhereIt was too late to go after we got the new rooms and so lost our money.
Secondly, the rooms which were given accommodations for the 2nd night was a very small room with rickety beds - very different than the superior rooms we had booked and paid forThe partner company which we were in contact with in Costa Rica kept saying that they will compensate us for all of this when we get back to the US
We did not get any complimentary fruits with chocolates from the hotel but they did allow us to have a late checkout (hour more) since it was so late before we got our roomsWe in turn, because of their hospitality, booked a zip lining excursion through them in the morning before we left
I understand that Solar Tours incurred this additional cost, but it was not our fault that this happenedAll we want is proper compensation for the traumatic experience we went through - left in the lurch without any accommodations in a new country, sitting in a lobby of a hotel for hours not knowing what is going to happen as there were no other rooms in ANY hotels in the are for that night and missing out on the main highlight of this area - the Spa and hot springs
The credit they offered ($total) is for a discount towards another travel booked through them, that too to be used within this year! How can we in our right minds take this offer
We were trying to avoid the legal route until we see what happens here, but we might have to go that route for proper resolution of this.
Regards,
*** ***

DEar Revdex.com,
This client does not owe this amountThere was a data entry problem we encountered and have since corrected the issue
REgards,
*** ***
Solar Tours

This company was a pleasure to work with, and our trip was wonderfulWe had only one minor glitch with the entire process, and the company owned its responsibility and resolved the issueThey make it extremely easy to plan and arrange foreign independent travel, something we had not done beforeAll of our arrangements were just as described; in fact, we were pleasantly surprised at how smoothly things wentThe travel schedules were very convenient, and the hotels were all lovely and exactly as advertised We will definitely use European Destinations/Solar Tours again and have already recommended it to friends

Dear Revdex.com,
Thank you
for contacting us about our customers concernsWe have
reviewed this
booking and it seems there was an overbooking situation by the
hotel that was beyond our controlThis is high season in Greece and this can
happen on occasionWe did offer this client alternatives to what they were
asking but they were not in their budget, We as a company are obligated to give
the client a comparable alternative which is stated in the termsWe are sorry
to hear our agents could not find the proper information he was seekingAs you
can see the supplier gave this client an upgrade to the alternate propertyWe
have not at this time received any further problems from the client after their
stay at the new locationAs you can see we received this notification on the
15th of JulySo, it was close to departure therefore the other properties
available may have been sold out! However, we are under the impression this
client used these services with no problemsThis case is considered closed and
no compensation is due as the client received an upgraded property
Notice from our supplier:
Ref: ***
Name: ***
In: 27-JUL-Out: 30-JUL-Date:15/07/Dear partners,
With regards to the above booking reference, we regret to inform that due to
overbooking situation caused by the hotel , the original booking will not be allocated at
the Blue Diamond Bay and therefore the clients will have to be relocated to the
following alternative accommodation:
Name: Sunday Perissa Village
Address: Perissa
Zone: Santorini
Phone: ***
Category: Higher
Please have the courtesy to inform the affected clients about alternative option offered,
and send us their feedback about this hotel change noticeFrom Hotelbeds we offer our apologies for any possible inconvenience that this
exceptional situation could causeWe would appreciate your immediate attention to this matterLook forward to your prompt reply, so we can act accordingly*** ***

Dear Revdex.com,
We are sorry to hear our mutual client is unhappy with our customer serviceThe client did cancel the reservation and had not purchased insuranceWe actually waived our penalty as the client wanted to rebook and did not purchase insuranceThis was a special
exception as we do not waive cancel penaltiesIt's up to the client to contact us and rebook the package once they know the new datesThere may have been unavailable hotels and routes on the time he was checking or price may have increasedHowever, this passenger charged back to his credit cardWhen a client does this we need them to remove the chargeback in order to move forward with the bookingWe have asked a senior agent to contact this client to offer them some new optionsThe client has not responded to our offers at this timeWe have tried to resolve this matterThe client needs to contact the agent back to rebook his AIR credit that is pending for rebookingAll other services have been refunded accordinglyThe amount will pend until client contacts us back with new datesThey have up to year to rebook from the date the air tickets were issued.Regards,
Danielle D***
Solar Tours

Revdex.com:Though I was frustrated with intermediate treatment by the business, and haven't found reasonable explanation of it, eventually the company made decision which is favorable to me
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thanks to Revdex.com
Regards,
*** ***

Dear Revdex.com
We are aware that our mutual client had been charged locally by the car rental companyWe have filed a complaint with the supplier asking for further details on charges to make sure the client was not charged for something we did not outline in the packageHowever, due to
high season they have not yet returned our claimWe will follow up with our supplier immediately and will resolve this claim as needed with action or resolution.
Best regards,
Danielle D***
Solar Tours

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I was not really happy AT all the recommendation that the agent gave me were all either bad area, very far that we have to crossed a river to be in our destination and back this is JOSEPHINES in Paris / this cost more money by cab, the train is too far more minutes away by a cab, 1st ) the hotel on Rome was located next to termini, known for being a bad / terrible crime area, when she book it she said a lot of good things about it but failed to mention the negtives of that part, she only relies on trip advisor reviewI told her we already have a hotel book in romebut still I got booked, I have stPeter guesthouse next to the vatican, booked prior to reserving w/ solar tour2nd) The train were booked from TIBURTINA instead of TERMINI again I didn't know that this is too far but same fare- but instead will take extra minutes on a cab to get to TIBURTINA station wil cost more money on a cab instead of us just walking distance to Termini.3) When I called with regards to the Flight from VENICE - PARIS, I want it change or cancel because who would want to get stuck in a hour flight arrives by midnight with very old people in a strange place,foreign language--- I was never offered any alternative, and was told when I was cancelling it that they will call their finance department, then they didn't call back I have to call them back next day and ws basically told it cannot be cancelled, But when I called THY / *** airlines their policy is days before departure I can cancel, even with their willingness to help me they can't because it wasn't purcahase from them, so they told me to call solar tour again n they won't help me , even if I AGREE to pay any penalty fee, instead I was told to *** and find a better schedule, cause they have the cheapest they said, but thats not the case**there are flights that goes to paris and they are non stop and will only take and minutes and only cost euroThanks for that agent that suggestion...LIKE U SAID CLIENTS FLIGHT CANNOT BE CHANGED NOW WITHOUT PAYING THE PROPER FEE,S TOO MUCH for $ EACH to change it now, perhaps if it was changed before last february that will not cost that much, who would pay $ for something we can get for only plus its only an hour fifteen minutesCOME ON...THIS IS NOT A FAIR SOLUTION.. YES ITS ALL ABOUT PRICING, THEY DID NOT CONSIDER, OUR SAFETY ,NOR ANYTHING ELSE..I AM TRAVELING WITH A AND YR OLDS4) JOSEPHINE HOTEL --THIS is very far from EIFFEL tower , we have to crossed the river and again money consuming by ride w taxi minutes, while the one I want is only blocks walk away..I WASN'T UNSURE WHEN I BOUGHT THIS PACKAGE,BUT the way she builds this itenerary I WAS NOT AWARE OF WHERE THE AGENT WAS PLACING US, GEOGRAPHY WISEIF IT IS CLOSE TO OUR DESTINATION OR WHAT, I WAS VERY MUCH PRESSURED TO DECIDE RIGHT AWAY BASED ON PRICING CHANGE OR ITENERARY CHANGE AND AVAILABILITY, I WASN'T GIVEN ENOUGH TIME TO LOOK IT UP, IT WAS ALMOST MIDNIGHT ---I WAS RELYING SOLELY ON THE AGENT TO KNOW IT ALL, AND ALSO BEING FILIPINO.THE SOLUTION I WANT IS TO PLEASE REIMBURSE ME OR RETURN THE MONEY I PAID FOR THE *** AIRLINES $ TWICE ..I WOULD NOT USE ITi already bought it somewhere else-- I DID EVERYTHING TO MODIFY IT BUT THEY WON'T HELP ME, I TRIED CANCELING IT STILL THEY WON'T HELP ME AND THEY DIDNT RETURN MY CALLTHAT'S WHY WE ARE HERE ON Revdex.com..JUST PLEASE, I HAVE SO MANY HEADACHES BROUGHT IN BY THIS ITENERARY-- -- I THINK I WAS ALSO CHARGE $ DOLLAR EACH FOR CHANGING HOTEL IN PARIS SO THERE IT IS PENALTY FOR ANY CHANGESyeah, I think trip advisor is a good source of information and so is the social mediaPLEASE CREDIT MY CREDIT CARD FOR THE PLANE TICKET THAT I DON'T NEEDTHANK YOU
Regards,
*** *** ***

Dear *** ***,
Thank you for giving us the chance to clarify this matter in reference to the complaint presented by *** ***It is important mention that we tried to clarify this issue with him but without the understanding that the services that *** *** purchased were specified under
services policies that our company does not control and these were accepted at the time of he purchased our travel packages.The Travel package had a total cost of $6,790.85. *** ***'s requested the services through ***.con (Consumer division of Solar Tours) on February 27th and the travel package was confirmed with travel vouchers on March 02nd, after an email from *** *** was received asking the confirmationIt is important mention that, *** *** had contacted to our toll-free number on March 1st, inquiring about cancelling his package because *** was not credited company of the Revdex.comOur agent explained him that an email was required for this procedure as the following is indicated in our Terms and Conditions: We must receive cancellation notices in writingVerbal cancellations are not acceptedCancellations cannot be made online
As we did not receive any email and there is a grace period for voiding transactions after some of the airlines tickets were issued, our customer care department sent a notification asking if *** *** wanted to confirm the cancellationWe had explained that there was a time limit to confirm the cancellation with the option of voiding the tickets with a total penalty of $but after passing deadline new penalties will be appliedOn March 2nd, after our email, *** *** replied asking for confirmation, not a cancellation, therefore all services were confirmed and the vouchers were sent on March 2ndThe communication with *** *** was not clear since he was requesting confirmation when he was cancelling his tripAfter that we kept sending emails to clarify, but other penalties were already applied by the airlines and these are not under our controlThese penalties are imposed by the airlines and we cannot just waive or absorb themWe did everything we could to assist to *** ***, but instead, our company received a chargeback before the booking was completely cancelledThe total refund processed to his account was total of $4,and the total penalty applied due to the cancellation procedure was of $1,The total penalty to be applied was of $2,260.12, but *** even waived the internal fees and provided more refunds to *** ***Attached you will find a PDF file with the chain of communication and the confirmation of the refund which it was delayed until *** *** withdrew the chargeback with *** on 6/09/All our services and procedures are stipulated and regulated by the Terms and Conditions indicated at this link: http://www.***.com/Terms.aspx
I hope that this email helps to clarify this matter, we truly regret if this not resulted as *** *** wanted, but we did our best to assist him and fulfill with his requestShould you require further assistance or need more clarification please do not hesitate to contact me at ***@solartours.com
Sincerely,
Alex R*** | CS Supervisor
*** *** *** *** ***Rockville, MD ***Phone: ###-###-#### (ext ***)Fax: ###-###-####
Toll Free:###-###-####
Solar Tours: Travel Wholesalers to Latin America, Mexico, Caribbean, and Europe

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: They are liars Firstly the Sunday Perissa Village is not on *** It is nowhere to be found online! Secondly this "overbooking" was brought to my attention a week before I was about to leave for my *** The would not give me the telephone number to speak with management when I had asked All this company is, is a call center in the Philippines.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
1) I did request to cancelI called on 3/also confirmed on 3/I asked for confirmation # on 3/email because the merchant said it was for non-refundable airline ticketI need the confirmation # to verify that the fees were incurred as quoted2) If the merchant is deducting the fees for non-refundable tickets, why I couldn't find the confirmation # from the airline? They couldn't provide the proof that such fees were incurredI requested that they show the proof that they paid these fees to the airline for my airline ticketsThey were not able to do that so far
Regards,
*** ***

Dear Revdex.com,
We are terrible sorry this client was not happy with our sales agents recommendations for the travel itineraries selectedAgain we have to reiterate the client did agree to the booking and agreed to the terms and conditions.
If the client would like to purchase the train ticket from the Rome termini to connect to the other station we will go ahead and reimburse this costThe other station was selected due to pricing.
The clients flights at this time cannot be changed without paying the proper feeWe can offer a flight if the client chooses to pay for the new flightThe cost is around $per person for a direct flightWe can offer a small discount if the client would like to book another flightWe are sorry the client felt pressured to purchase a package she was unsure of and that the agent may not have taken into consideration the ages of the clients even after they were mentionedWe will be sure to mention this to the agent for training purposesBest regards,
Danielle D***
Solar Tours

We book a tour to Rome and AthensOn the the departured day due to airline problem we called and notified one of Solar tour agents that we were arriving late for check in to Andreotti hotel in Rome,ItalyWhen we arrived to the hotel, the front desk clerk told us that they don't have any record we call for late confirmation so they cancel our reservationIf we wanna stay there, we have to pay for the room againWe called the SOLAR TOUR the agent who is not the girl I notified the situation, but she can access the messageWhen she talked to Andreotti front desk agent, he still insisted that no record left and the hotel rooms sold out.After the Solar tour agent argued, that they record every conversations to proof late cofirmation,the hotel front desk agent finally give us a room for our stay in Rome.I highly recommend SOLAR TOUR to everyone who want travel abroadThey have done the excellent service.They called me back and forth several times to calm me down that they will find another the hotel for me if this situation not work out.I don't know what to do without Solar tourI don't have any proof that I called for late arriving and end up to pay another $EU

I’ve used European Designations/Tripmasters twice with trips in and Semi-complex itineraries with multiple family members, multiple rooms at various hotels, different arriving and departing airports in Europe, multiple car rentals with different drop offs, etc Not one problem Everything ran smoothly and customer service answered every question even when I became a little nervous If you don’t see the exact itinerary on their website, call them In some instances, the price of the buying the airline tickets directly from an airline was almost as much as our entire booking with these folks Not quite sure how that works Hotel descriptions are accurate I have recommended them to other family members and they have had similar experiences Things do not always go perfect, but knock on wood, our experiencing have been outstanding

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This is the same dishonest runaround that I am referring to and the reason why you should never be Revdex.com accredited They are literally LYING when they comment that I called AFTER my flight had departedI called Solar Tours AS WELL AS *** *** WELL BEFORE my flightI was unable to reach anyone at *** *** and that is why I was forced to call Solar ToursI called them and the representative that was assisting told me that he was on the phone and waiting for *** *** as I did the same on my own line while I tried to make alternate flight arrangementsDo what you must to recover the money, but the response of "you called after and we'll do our best to call *** ***" etcis no longer acceptable, because I know what you are doingYou are delaying and being clearly dishonestImagine a scenario in which the tour company DIDN"T want to refund money that the customer deserves to receive? Well, you would do EXACTLY what Solar Tours is doing; pretending like I didn't call in time and refusing to issue a refundIf I go back far enough in my phone bill, I can provide definitive proof that I called Solar Tours to cancel the flightIt's actually quite ridiculous for you to think that I wouldn't have this record
Regards,
*** ***

Dear Revdex.com,
We understand there was a miscommunication to our accounting departmentHowever, its the clients responsibility to have the insurance company contact our company in a timely manner to get complete claim informationOur accounting department is not responsible to go gathering the information for the insurance companyA claim rep needs to come to US for this detailed information and we will report in a timely fashion
We do not have record of the client or insurance sending us any concrete information before JuneWe believe we have done our best to assist this client in a timely mannerThis case is closed as we have provided what was needed
Regards,
*** ***

Dear Revdex.com,
We are very sorry to hear that our customer did not have an expected trip with our companyHowever, we have refunded him for the Paris wine tasting tour where he could not bring his under age children. We also refunded the transfer amount the next day after the strikes
took place where we had no control over these due to local problemsWe also understand the day and evening tours are similar tours but keep in mind these tours are a little different due to an evening viewThe descriptions were clear to the client when the package was booked. We are sorry the client was unhappy with the tour as a whole but feel we have refunded the items that were not serviced.Below you will see the copy of the two credits we believe the client is due***
*** *** ***
--REFUND***
USAePAY***
Posted
***
6/26/10:58:AM
***
J*** *** ***
-REFUND***
USAePAY***
Posted
***
7/16/11:12:

From: Danielle D*** Date: Tue, Mar 3, at 9:AMSubject: *** - CASETo: [email protected]: ***@email.europeandestinations.comDear Revdex.com, We apologize for the delay in response to this clients inquiresWe tried
to respond to this complaint online but was unable to do so as the time had passedWe would like to address *** ***'s concern about the price increaseIn general all our prices are not final until credit card is paid and runIn some cases we cannot confirm a service and need to go back to the client with an alternate.In this case *** *** had multiple rooms in each city and in some cases makes in hard to confirm as we have a limited inventory in our system for multiple rooms on the same dates due to low pricingIn the meantime there can be increases in airfare pricing as these are not issued until the client agrees on the new hotel costThe reason we work this way is the airlines have inflexible fares that are always subject to hefty penalties once issued. The problem that we believe had occurred specifically in ** *** case is that the fare did increase and we had not yet made the changes in the system and in the meantime he had viewed his itinerary online without the complete changes being made by our agent for final process. We would like to offer the client a discount on a future booking in the amount of the $extra he had to pay for the fare increaseAgain, this price in fact did increase and he approved this cost for this tripWe want our clients to be happy and trust our services are in fact honestWe do hope this discount for future travel will make him more comfortable with our companyThis has been noted on his current booking number for a future booking booked within year of travel from the current booking travel date.Best regards,Solar ToursDanielle D***Europe - Operations Supervisor

Dear **[redacted],
"">
Please receive our answer in
regards the complaint ID of [redacted] received by email on February 11th
**[redacted]'s complaint was previously received on Tue 1/7/after a phone
conversation we held in reference to the problems he experienced during his
vacations in Costa RicaHis travel package was for people, including one
night of stay in [redacted] at the [redacted] Lodge and two nights stay
in [redacted] at the [redacted] Resort and Spa confirmed with a total package
price of $It is important mention that the original request for hotel
in [redacted] was not available, therefore we sent him a quote with an alternative
with the service priced as previously detailed
The problem with this package was
that due to an error from our fulfillment department, only two nights were
confirmed by the hotel supplier, one for the hotel in [redacted] and another for the hotel night in [redacted]The stay in [redacted] was wrongly confirmed, therefore,
the price we confirmed was only for one night instead of two nights in [redacted]The
clients were already in their destination when the problem was detected and our
supplier brought the issue to our attentionThe hotel [redacted] Resort
and Spa was capable to accommodate the guests in some rooms that they had
available, but not with the same category of the room booked for the first
nightThe hotel provided a complimentary late check out and fruits with
chocolates due to the inconvenience they experienced
Solar Tours by the other side has absorbed the cost of the additional night in order to avoid any additional charges processed towards to our client's credit card and to correct the problem causedThe additional cost absorbed was of US$in concept of one additional night on standard rooms
We truly regret the inconveniences that this problem has
generated to **[redacted] and his family, but in order to correct the situation
with his booking; the extra cost for accommodations was absorbed, as well as
the compensation we offered for a credit discount for $valid for a year
Unfortunately, **[redacted] considered that this is not enough, but we are not
in position to provide more refunds than the compensation offered
We hope that our answer helps to
clarify the this case, however, if further assistance is required or there are
any questions please let us know at [redacted]
Sincerely,
[redacted] | CS Supervisor
SOLARTOURS.COM
Nicholson Lane, Suite
Rockville, MD
Phone: ###-###-#### Ext [redacted]
Fax: ###-###-####