Uniglobe Tour & Travel

I am sorry for not responding sooner to this complaint [redacted] took a cruise with a group on [redacted] and pre-purchased a drink plan, which she paid for in advance When she got on board the ship, [redacted] did not have the record of her order,so she had to purchase another beverage package When she returned, she checked her credit card statement and found the charge for the original beverage package payment We submitted the charge to [redacted] and have just recently resolved this issue Part of the problem is that we book our cruises through a larger company and have to wait for them to process payments/refunds before we can get them backIn fact, her payment came in at the end of last week and was sent out to her in yesterday's mail Please let me know if you need further information

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

I am sorry for not responding sooner to this complaint.  [redacted] took a cruise with a group on [redacted] and pre-purchased a drink plan, which she paid for in advance.  When she got on board the ship, [redacted] did not have the record of her order,so she had to purchase...

another beverage package.  When she returned, she checked her credit card statement and found the charge for the original beverage package payment.   We submitted the charge to [redacted] and have just recently resolved this issue.
Part of the problem is that we book our cruises through a larger company and have to wait for them to process payments/refunds before we can get them back. In fact, her payment came in at the end of last week and was sent out to her in yesterday's mail.
Please let me know if you need further information

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.

Review: I booked a cruise through [redacted] (travel agent) with this company as part of a group trip. The cruise was from 4/19/14 - 4/26/14. My individual total was approximately $1200.00. This amount included my room, dining/meal plan, fees, and a premium drinking package. The premium drinking package was $385.00. The total amount due was paid for by February 4, 2014. However, once I was onboard the ship and tried to get a beverage I was told I did not have a drinking package. I spoke with Guest Services on the ship and they stated that there was no proof that I had purchased this package. I was able to show Guest Services my invoices and bank statements displaying the payments and deductions. Per Guest Services, my payment went through to the travel agency, but the travel agency did not pay Royal Caribbean. I attempted to get ahold of my travel agent that day multiple times, before receiving a call back. The travel agent then wanted to fax my invoice to the ship; however, this did not come through. Once I was back home, I took [redacted] my bank statements, invoices, and ship receipt. It took over a week for her to "figure out the numbers". When she did call me, it was one excuse after another. First excuse was that my last payment was split between my roommate and myself. This should of never happened, we each paid for ourselves. Then, while making payments I was charged $200 twice in December. [redacted] then attempted to tell me one of the $200 charges was refunded, which was incorrect. So at the end of this phone call she was "going to figure out the numbers again". I had not heard from her for about two weeks, so I stopped by the office again the end of May. [redacted] said she was "waiting on some papers from me", which is not true because she had all the paperwork already. While I was there she did the calculations again and clearly saw and stated that I had over paid. She said she was going to contact the person I roomed with since my last payment was split between her and myself. She said the person I roomed with owes me $120.00. [redacted] also said she would fax everything over to Royal Caribbean because I clearly had paid for TWO premium drinking packages. It is now June 13th and I have not heard from [redacted] yet nor has she contacted the person I roomed with.

This is absolutely unacceptable. I have been back from the cruise for 6 weeks now and still have no resolution. I will never book anything through [redacted] or Uniglobe again. This amount of money may be chump change to others, but not me. If this does not get resolved soon, I will go to civil lawsuit court.Desired Settlement: [redacted] needs to contact the person I roomed with and explain her mistakes with the calculations. She needs to get ahold of Royal Caribbean as well and get me a refund. I do not want a refund in credit form either. The refund needs to be cash or check for $385.00.

Business

Response:

I am sorry for not responding sooner to this complaint. [redacted] took a cruise with a group on [redacted] and pre-purchased a drink plan, which she paid for in advance. When she got on board the ship, [redacted] did not have the record of her order,so she had to purchase another beverage package. When she returned, she checked her credit card statement and found the charge for the original beverage package payment. We submitted the charge to [redacted] and have just recently resolved this issue.

Part of the problem is that we book our cruises through a larger company and have to wait for them to process payments/refunds before we can get them back. In fact, her payment came in at the end of last week and was sent out to her in yesterday's mail.

Please let me know if you need further information