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---------- Forwarded message ----------
From: [redacted] [redacted]
Date: Sat, Feb 1, at 4:PM
Subject: Re: Your complaint has been received
To: "[email protected]"
Please attach this email to my case and complaint: [redacted] vsSolar Tours, Inc
Today at 4:31 PM
Dear [redacted], at Solar Tours or European Destinations,
The 2nd Attachment of Terms & Conditions has a paragraph that you over-looked about the penalty of a name revision. This revision is $and NOT a fee of $that you're trying to get from me. I already paid the cost of $
I have informed an outside agencies to investigate the fair & balance practice of your revision fee and your companies Terms & Conditions for a name revision. You will be hearing from them, soon
Sincerely,
[redacted]
On Friday, January 31, 12:PM, "[email protected]" wrote:
We have received your complaint and we are currently reviewing it
Thank you.
This is a post-only mailingReplies to this message are not monitored or answeredIf you have any further questions or concerns, please do not hesitate to contact us at ###-###-####.
Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC) K StNW, 10th Floor Washington, DC 20005-Phone: ###-###-#### Fax: ###-###-#### Email: [email protected] Web: www.myRevdex.com.org
Confidentiality Notice: This e-mail message (including any attachments or embedded documents) is intended for the exclusive and confidential use of the individual or entity to which this message is addressed, and unless otherwise expressly indicated, is confidential and privileged information of Revdex.comAny dissemination, distribution or copying of the enclosed material is prohibited

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I called Solar Agent in Italy or the contact number I was given by Solar Tours and was told to buy another Direct ticket from Milan to Rome and stamp the Unused Ticket as Unused where I will get the refund upon my return to USA. In the first place there was NO reason what so ever that Solar Tours booked for us tickets with a 2 or 3 hours stop in Florence. Being old couple it was too much to switch from one train to another when there is always direct train from Milan to Rome. We are suffering because of Solar Tours booking mistake.
Thanks.
Regards,
[redacted]

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Aug 19, 2014 at 10:20 AMSubject: FW: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted]
Hi [redacted],
 
We wanted to address this particular Revdex.com claim. Although our customer did not agree we do feel like we tried to resolve in good faith. Is there a way we can get this to show closed instead of unresolved?
Thank you for your time on this.
 
Regards,
[redacted]
Solar Tours

Dear Revdex.comWe thank you for sending us this notification from our mutual client. We have reviewed the flight details and this is the arrangements Miss Ramiscal approved when booking the package. This could have been the cheapest at the moment and that is why it was offered. We...

always allow for at least 2 hours connecting time when possible, /In this case it seems the agent did take this into consideration of age and gave a little longer of connection to insure they catch the other flight and not be rushed. Anytime the client wants to change AFTER approval fees apply. In this case it could have been non refundable flight due to the regional rules. [redacted] Airlines 1872 Class W   from Venice VCE, IT (VCE) on Mon, 3/30/2015 at 1420   to Istanbul, Ataturk TR (IST) on Mon, 3/30/2015 at 1745[redacted] Airlines 1829 Class W   from Istanbul, Ataturk TR (IST) on Mon, 3/30/2015 at 1920   to Paris Charles de Gau (CDG) on Mon, 3/30/2015 at 2205>>>At this time we do not see anything wrong with the above schedule agreed upon.

I have never written a review to Revdex.com before but I wanted to share my positive experience. I booked a trip through www.europeandestinations.com summer of 2016. I checked the Revdex.com reviews prior to purchasing because a trip for a family of four to Europe is not something you do often and I wanted to get a little reassurance that the company was legitimate.
Everything went great! I was pleasantly surprised. There was a minor schedule change prior to leaving but it was sent to us with plenty of time to accomodate.
All travel vouchers arrived quickly and no problems whatsoever with hotels.
I would definitely recommend this company to family and friends and it will be the first place I go for my next adventure.

ear Revdex.com,
Dear Revdex.com,
We want to remind you that over bookings do happen in high season. (this is stated in our terms) This was certainly a case of the hotel overbooking and NOT a bait and switch as the client mentions. Our client booked a budget NON recommended property. The details are as follows: On [redacted] it is ranked Blue Diamond 73 percent. While Sunday Perissa Village was ranked at 88 percent.  Please keep in mind these are BUDGET properties and are not on our "recommended list". There is no compensation due on this booking as the relocation was similar standards. The client might also want to keep in mind the other two hotels booked were 4 star rankings. So, this was not a matter of us switching to the lower standard. He selected this 3 star category  for this city prior to departure. This may explain the difference. He also selected non recommended 4 star properties. The booking process clearly indicates which hotels WE as a company recommend. These are based on quality, location and service. We hope this helps the client understand what has happened here.
Regards,
Danielle D[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:As I have told Solar Tours many times, [redacted] is NOT my trip insurance company. It is the trip insurance company of my travel companion. The fact that Ms. V[redacted] provided the necessary info to my companion's trip insurance company does me no good at all. My trip insurance company is [redacted], which I told Solar tours. They in fact acknowledged their error, apologized and sent me a portion of the information I required to submit a claim. They then, however, went silent. They refused to provide any more information, including the basic initial breakdown of the cost of the trip. This made it impossible for me to submit a complete claim, and very unlikely that I will get my money back. My request is that Solar Tours gather and submit any and all information requested by [redacted] to complete a claim in a timely manner.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The merchant needs to show that they paid the airline the noted fee amount. As quoted by merchant, these fees are for the non refundable tickets. So, please show the proof that they did pay this amount. I don't accept their internal system documents.
In addition, I requested the cancellation and confirmed via email when they quoted ~$600 fees. They misunderstood my email, and raised the fees. This is not acceptable practice.
Regards,
[redacted]

Dear Revdex.com,
This client called us to cancel the flight...

AFTER the flight had departed. The airline rules state that flight MUST be cancelled BEFORE departure of flight in order to either reuse ticket with penalty OR refund if applicable. In these cases the value of the ticket is lost if not cancelled before departure time. We have put in a request just now to see if airline can refund the taxes at least on this airline ticket. We may not have an answer for 60-90 days from request. We will be sure to notify client if airline approves tax refund.
Best regards,
[redacted] D[redacted]
Solar Tours

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
While it is disheartening that Solar Tours will not work
with me (the customer) in this situation, I feel that there is some
miscommunication between Solar Tours and [redacted] (rental car company). When I
spoke to the manager when picking up the rental car, he was very sure that
there was not any basic [redacted] (collision damage waiver) insurance on the car. He was also very sure that
there was not any theft protection on the car either. We would not be foolish
enough to purchase theft protection in addition to the 16,000 EUR theft
protection (that was supposed to be included in the voucher) on a vehicle that
retails at 14,000 EUR new. I would hope someone at the Revdex.com would see something suspicious
in that.  When picking up the car, the [redacted] manager also warned that dropping the car off at the airport (as the voucher stated was
covered) would incur an additional 30 EUR charge. It was only after we dropped
off the car that the 30 EUR discount was added to the rental agreement. This
was after we had made other arrangements to drop off the car at the location
where we had picked it up. While this may not have been a direct result of
Solar Tours’ actions, it was costly and inconvenient to my travel party. At
best, this whole situation can be construed as Solar Tours dealing with a
dishonest rental car company, and to which they send customers from a foreign
country. The foreign customers get swindled and Solar Tours’ looks the other
way. Maybe I was naïve in not getting the [redacted] manager’s words in writing and
maybe I was naïve in trusting that Solar Tours would do right by its customers.
However, as young travelers, we will not be as naïve as to use Solar Tours’
products again. I apologize that this communication has to be done through a
third party (Revdex.com), but this is the only way a customer such as myself can elicit
a response from Solar Tours.
I have attached the car rental contract estimate and final showing that the 30 EUR discount was only made aware to me after the rental car had been returned and other travel arrangements had been made. I have also attached the rental car voucher. This was the same voucher I showed the manager at [redacted] (rental car company), to which he replied that there was not any "basic collision waiver", "theft protection", "airport service charge", or "location service charge". I am beginning to see that there not be any resolve of this situation with Solar Tours as they will not budge. However, neither will I and if the only positive outcome of this is that the next traveler who sees this complaint knows what to expect with Solar Tours, then so be it. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
if the property had been true to the description and the recommendation given by european destinations on behalf of solar travel, than I would say yes its true. 
the truth to the matter is the property was falsely represented. in any standard this hotel cannot be rated 4 stars. I don't care what country on visits.
this problem needs to be rectified and a refund for the 4 days given. also whats the mystery that you cannot provide the itemization of the daily rate for hotel.
Regards,
[redacted]

I want to share my experience with Tripmasters.com so others may not fall into the same trap we did.
At first glance, this site looks like a legitimate travel site, and they may well be legitimate, but they operate differently from other online travel sites. First, the prices and options change within seconds and are bound to change. This is a bait-and-switch scheme. I booked a multi-city trip with tripmaster.com that included airline tickets, hotels, and airport-hotel transfers. I went through the process of looking at rooms, hotels, itineraries for a while before choosing the trip, then entered the payment information and immediatly received a message that the airfare was no longer available at that rate. Nothing wrong there, things change. I found a different flight and booked again. The site went through a fare validation process for a few seconds and was prompted to enter my payment. At this point, one would think that since the fares were vaildated, the price was good. I put in my credit card information and then received a confirmation that my trip was booked. Again, one would think that this is a done deal and we are good to go This is where the problem starts. Apparently, this company only then starts to look for the fares and hotels they offer. They send you an email telling you that they will contact you within three days if there are any problems. Now for the bait and switch - the hotel we tried to book in London is not available at the quoted (and what up until now seems like the paid for) rate and now we have to shell out another $100 to book the room. I called tripmaster.com and the lady that I spoke with was nice enough, but could not explain their business practices, only that their supplier changed the price. She then told me that the fare would expire in two hours and that I had to choose to accept this or pay a non-refundable charge for the hotel. I've booked on similar sites before and never had this type of issue. They tell you room a costs this much and that is what you pay, end of story. Also, while I was waiting for a supervisor I looked through the site and found the same itinerary for even less than what they offered me the day before, but with the same hotel rate. If their provider changed prices, then why were they still offering the old one? If the airline tickets had gone down then why were they not offering me the cheaper rate, being that the tickets had not even been booked yet.
I checked with my bank and since nothing had been charged I just cancelled the whole thing and since they had not charged anything yet the lady on the phone agreed to do so. I asked to get a cancellation confirmation and yet to receive one, but will dispute any charges should they try to process my card. It is crazy in this day and age to see a business try to fool the customers like this

Dear Revdex.com,
Thank you for bringing our clients trip concerns to us, We have reviewed the hotel in this complaint and have reviewed comparable sites and they all have the same ranking. However, the client needs to understand the ranking specifically has location as one of their...

top qualities. Sometimes these supersedes the quality of the hotel. This hotel was a non refundable property. WE asked the supplier for any kind of refund but they did not want to refund as client stayed with them at this hotel and use the nights. The client also did not pay the amount he claims for this property he is actually claiming almost three times the amount paid for the 4 night stay. There is no refund on this property as per our terms and conditions. We could offer the client a small discount for a future booking as a good faith offer. However, the hotel booked and paid for was non refundable and we will not be issuing a credit.Please check other sites as follows that show as 4 star property: [redacted]  
Thank you for letting us respond to the complaint.
Best regards,
Danielle DeOrio
Solar Tours

Dear Revdex.com,
We are very sorry to hear the passenger was not happy with the flight options she selected. We have however checked the legal time the airline was offering and it was as they call it a "legal connection".
Our client has already departed on her trip and we...

hope her check in she was concerned about was smooth process. She booked a wholesale price so the itinerary may not have been as she would have preferred but she agreed to this before purchasing the package.  Changes are not always easy AFTER the airline ticket has been issued. The airlines have strict penalties to change tickets. This is why we suggest they carefully read the itinerary and the terms of the booking BEFORE purchasing. 
We do hope our client enjoys her trip and everything works as expected.
There is nothing further on this case at this time.
Regards,
Danielle D[redacted]
Solar Tours
Europe- Operations Supervisor

Dear Revdex.com,
 
Please review the attached document in regards to our clients complaints.
 
Regards,
Danielle  D[redacted]
We would like to respond
to this client’s rejection. Please note that this client was still
under the terms of cancellation when deciding to purchase new
accommodations. These clients had to agree to the NON REFUNDABLE rate
when purchasing the package in the booking process. They also agreed
to terms associated with this hotel. Supplier note of non
refundable property:From: [redacted]] Sent: Wednesday, July 02, 2014 12:14 PMTo: [redacted]Cc: [redacted]; '[redacted]'Subject: RE: [redacted] Hello
[redacted], The
hotel is unwilling to waive any fees because this is a non refundable
booking so the hotel said they will charge in full.Thank
you,[redacted] CRC
AgentClient
Relationship Center Orlando[redacted]Orlando, Florida  32819 USAPhone: (+1) [redacted]
           [redacted] Option 1If
a non refundable property is booked during the booking process the
client is responsible for the TOTAL price of the non refundable
property that has been reserved.b.
HotelsThe
closer to your departure date that you change, the more likely there
will be higher penalties. Hotel penalties vary between properties.
Each property and each hotel supplier may establish different
conditions for changes.For
multiple room reservations, we may use 2 or more suppliers. In those
cases, each supplier may apply different change penalties for the
same property.Note that, depending on the season, some hotel
reservations may not be changeable at all (fairs, conventions,
special events, Holidays, New years, Christmas, etc).Changes
while traveling are permitted. However, passengers must agree to the
new price IN WRITING (by e-mail) before we process any hotel changes.
We suggest you open a free online email account to ease our
requirement of having your email approval while abroad. We do NOT
accept approvals on the phone. Any refunds (and penalties) resulting
to the change will not be known to us for at least three business
days by the supplier. Therefore, we will not be able to apply any
monies towards your changes.b.
HotelsHotels have different cancellation penalties according to
the dates of stay at hotel and others. For example, stricter
cancellation penalties are imposed during high season dates such as
peak winter, peak summer, Thanksgiving, Christmas, New Years, etc.,
special events, etc.13.
COMPLAINTS AND REFUNDSComplaints will be handled in a case by
case basis by our management.Applications for refunds, if
permitted, must be made in writing within 30 days of your scheduled
return and must be accompanied by appropriate documentation
evidencing amounts to be refunded.In certain situations, refunds
cannot be issued until receiving appropriate verification and
approval from our vendors, this process can be lengthy. A resolution
can sometimes take between 30 and 60 days. We will not refund any
money due to passengers arriving late for check-in. Passengers should
plan to check in 3 hours prior international flight times and 2 hours
prior regional flight times.We
will not refund monies for dissatisfaction with the conditions of a
property, its rooms, facilities or services.
Please take note that the lower the price, the lower the quality.We
will not refund monies for train tickets that have been lost, stolen
or left at home. You must have physical tickets in your possessions
to board trains in Europe.Rent-a-cars have a minimum stay
requirement of 3 days. You may use less than the 3 days but we cannot
refund the difference upon return from your trip.

From: [redacted]
sans-serif;"> <[redacted]>Date: Mon, Jun 23, 2014 at 7:22 PMSubject: ID [redacted]To: "[email protected]" <[email protected]>
After reviewing the credit card statements for the charges associated with my complaint, the train tickets were $420 and the hotel was $158, so the disputed amount and request for refund should be $600.
[redacted]
[redacted]
[redacted]

Ref To BK# [redacted]
Pax Name: [redacted] x 2
Dear Revdex.com,
In reference to the clients claim we wanted to address their concerns and the issue any inconvenience that they experience during their vacation.
This group is organized a year before departure. This group consisted of 18 passengers which...

[redacted] and [redacted] purchase their services on 05Mar2015. The group was set to depart on 26Sep2015.
We received a last minute notice from our supplier in Peru which stated the following:
The government in charge of Lima downtown is going to organize an event this Sunday 27SEP2015. They are celebrating the “World Car free day” (“Día Mundial sin auto” in Spanish). So they are going to close Lima downtown for motor vehicle and everybody will be allowed to enter by walking or by riding a bicycle.
The city tour was supposed to operate on 27SEP2015. This was completely out of our control so we had to move the tour to the 26Sep2015; which was the day of arrival. The other option was to cancel the tour. We could not switch this tour for the 28SEP2015 since the clients had a scheduled flight at 750AM to fly from Lima into Cusco.
We received the communication late and it was not our intention to mislead the client or cause them any issues during their vacation. The tour was provided, but on the day of arrival.
The clients had a free day to rest on the Sunday the 27th and then a scheduled dinner at night.
The scheduled dinner on the 28SEP was scheduled for pick up at 730PM and in the manifest it states it ends at 1030PM.
Flight was scheduled for departure at 750AM on the 29Sep travel time to the airport is about 1 hour and check in is required to be 2 hours prior to departure. This is why the client had to be picked up very early in the morning.
The times listed on our site are estimated, for this reason the tour guide at the location will advice the clients the day before of the actual pick up time. We have all this information listed on our website.
All times are approximate, subject to slight change due to lines, traffic, acts of Nature or participant's and/or suppliers short delays.
Here is the link to our site with this particular package:
[redacted]
In reference to the client having altitude sickness and being exhausted these escorted groups can be a little tiring depending on the client. Please note that Peru altitudes vary per city and this may also impact the client’s health.
Lima – 5080 / Cusco – 10800 / Ollantaytambo – 9150/ Machu Picchu – 8040
These are all the cities the client visited during her trip. As stated before some clients will experience altitude sickness.
We do customize many groups and service independent itineraries in order to service each client’s needs. Escorted groups may not suit every client’s expectations or needs and may feel a bit overwhelming since they offer many full day tours.
Unfortunately, we are not able to supply the clients with any refunds since all services were provided, and the client did take part in all the tours. The bus service provided and the tour tickets were pre-purchased and utilized by the client. As stated in our terms & conditions that these services are non-refundable.
Once again we do apologize for any inconvenience that the client might have had during their trip, but some situations are completely out of our control.
Sincerely,
Marybell M[redacted]
Operations Supervisor
Tripmasters.com

From: Danielle D[redacted] Date: Fri, Aug 28, 2015 at 1:05 PMSubject: Revdex.com Case [redacted]To: [redacted]Cc: [redacted]Hi [redacted],I had tried to respond to this rebuttal a couple weeks ago but there was no place to do so. Marybell has sent me a message to respond directly to you. Although, our client did not like our response we are not obligated to PAY for upgraded seats. He purchased coach seats and in some cases they cannot be assigned prior to departure. Even when he books the seats in booking process they are not guaranteed and state so. Of course we try and do our best for our clients but the airlines own the seat maps and sometimes they have the final say. If client wants guaranteed seats he should purchase the upgraded seats. These are NOT included in our wholesale pricing of our packages. We can offer you the client a small discount for re-booking his package with us but we will not pay for seats from his previous trip.

Dear Revdex.com,
small/normal arial, sans-serif; color: rgb(34, 34, 34); text-transform: none; text-indent: 0px; letter-spacing: normal; word-spacing: 0px; white-space: normal; widows: 1; background-color: rgb(255, 255, 255); -webkit-text-stroke-width: 0px;"> 
We would like to apologize to our mutual customer of any inconveniences he may have encountered due to the seat available issues. However, it is always stated in our terms and conditions when booking the package that seats are not guaranteed. However, that doesn't mean an actual SEAT. It means the seat assignments prior to check in due to the airlines restrictions and or availability at the time. We as a company understand how important our clients feel aboutpreassigned seats and do everything in our power to help the client.
We have communicated with our client on July 2nd and the on July 18th about their seating. We understand they are frustrated about not having the actual seat number. However, in many cases this can happen due to available issues. Our client has booked the trip in HIGH season traveling within 45 days of departure. In these cases the assignments are even less frequent. A seat on a plane is guaranteed not a pre-assigned number in some cases.
We value our clients opinions and are sorry that Mr [redacted] is not satisfied by the answers he received. The wholesale prices of the flights/services do not offer us the extra room to provide upgraded seats for free. Maybe in the future we can offer this option but as of now we are trying keeping our costs to direct passengers as low as possible for the packages booked.
Best regards,
Tripmasters.com

Dear Revdex.com,
We have contacted the supplier for a detailed breakdown of the extra charges charged to [redacted]. They have provided information in which the client was charged for services that were not covered by the basic car rental contract we provide. (we do include basic [redacted] insurance in contract) The amounts charged reflected the additional insurance purchased (this is optional insurance)
Please see the following response:
Thank you for your patience.After a detailed review of the claim, we regret to inform you that it is not possible to issue a refund to our mutual customer.
 
The following additional services were bought at the rental station:
(  )
Refuelling service
Price:
(  )
Additional driver
Price:
( x )
Additional insurance (SCDW) -> optional insurance that reduces the excess applicable to "zero".
Price: 185,52 EUR
(  )
Upgrade for car category
Price:
(  )
One-Way
Price:
(  )
Pick-up / Drop-off outside the opening hours
Price:
(  )
Extras (child seat, navigation system…etc)
Price:
 
 
The purchase of the additional services above demonstrated customer´s acceptance by the signature on the Car Rental Contract.
The surcharge of 30,00 EUR was covered by the voucher (20,75 EUR + 30,00 EUR - 57,23 EUR), the customer was therefore charged only for the insurance amount. Please find attached the invoice and the signed rental agreement.
According to our General Terms and Conditions, the customer is bound and deemed to be aware and have accepted the Terms and Conditions of the relevant Car Rental Company contained on the Car Rental Contract. This acceptance is therefore a pre-condition prior to the issuance of the Car Rental Contract.
his is our full and final response concerning this claim [redacted]. We trust the information given has helped to clarify the reasons for the outcome of this decision and we have now closed our files accordingly.