Vacations To Go

I reviewed
Mr. [redacted] response and I can assure you that my information is accurate.
Vacations To Go has been in business for over 30 years and would do nothing to
harm our clients or jeopardize our relationship with Princess.  Cruise lines do send us the information for
clients that we first booked when they book onboard.  I don’t know what other agencies do but
Vacations To Go does use this marketing opportunity.There is
no personal, private of sensitive information in the email should Mr. Poon’s
email be compromised.  Vacations To Go reaches
out to thousands of our past clients per year and Mr. [redacted] is the first to
complain. We do not email anyone that has not first contacted us or booked with
us.  Any client can be removed from our
mailing list instantly with a simple request. 
 Per Mr. [redacted] request, he has
been removed from our systems. [redacted]
[redacted], Vacations To Go, 800-338-4962

[A default letter is provided here which indicates your acceptance of the business's response.  If...

you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Vacations to Go cancelled room [redacted] on the Freedom of the Seas ship on Sept 12th . The room that should have been cancelled was [redacted] that was the [redacted] room.  Either vacations to go or Royal Caribbean cancelled  the wrong room. Of Course, I have dealt with them both on this matter and NOBODY accepts any wrong doing. So [redacted] I must have made this mistake myself too. Its a crying shame how these people treat long time customers. They believe that their volume of compaints and how they handle them will not hurt their business, but I assure you it will catch up with them someday. I hope anybody that reads this will make a different choice in their travel agent.

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
As soon as the $150 check is received.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  This is obviously is a misleading add. Vacations to go said they had [redacted] proof and approve the add. When we called vacations to go to book it they said it must be a printing error. It is obviously a.come-on add to book other cruises. We feel [redacted] in addition to Vacations To Go should jointly be responsible. They together are responsible for a fraudulent add. They need to allow us to purchase the cruise at the advertised price. Thank you[redacted] and [redacted]

I expected a full refund or credit toward a future cruise. The 15% discount toward future cruises does not help me.I had hoped the company would fulfill their obligations.[redacted]

Revdex.com:
  have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

[redacted] I am very sorry to hear about the last-minute issues with your Las Vegas trip. We appreciate your patience as we’ve investigated your concerns, and apologize for any miscommunication on our end.  Our Director of Customer Service, [redacted] informed me earlier today...

that this matter has been resolved. If you have any further questions or concerns, please do not hesitate to contact us. We sincerely appreciate your business, and hope you and your friends have a wonderful trip! Sincerely, Kimberly A[redacted] Sr. Director, Customer Communication Vacations To Go

Dear Mr. and Mrs. [redacted] Thank you for your response. I am very sorry that you are not satisfied with our explanation and the promotion as advertised by [redacted] Unfortunately, we do not have any control over [redacted]s advertising, and like all travel agents, we are bound by the cruise line’s rules regarding the advertisement and availability of pricing and promotions, despite what a [redacted] reservations agent might tell you. The ad in question was supplied by [redacted] as it appears. All wording, including the offer details and terms and conditions, is copyrighted material approved by [redacted] for inclusion in our publication. As stated at the bottom of the ad, which I’ve attached, “*Fares are subject to increase.” and it also addresses “2-for1” fares by indicating that such fares “are based on published Full Brochure Fares, such fares may not have resulted in actual sales in all suite categories and do not include optional charges as detailed in the Guest Ticket Contract.” We understand that price is an important factor when planning a vacation and we work hard on behalf of our clients to secure the best deal with the cruise line. In this instance, the price offered to you by our agent was actually lower than the advertised price of $3,999. Our agent quoted you a price of $3699, or a discount of 66% per person off the brochure price, which is a greater savings than the 2-for-1 deal (or 50% off per guest) that appeared on the advertisement. We appreciate the opportunity to address your concerns and regret that we were unable to resolve this matter to your satisfaction. I hope that despite this misunderstanding, you will allow Vacations To Go to assist you in the future. Sincerely, Kimberly [redacted] Senior Director, Customer Communication Vacations To Go

Dear Ms. [redacted],Thank you for bringing your concerns to our attention.  Your feedback is very important to us.   I truly understand the frustration you experienced when you were advised that the onboard credit being offered by [redacted] could not be combined with the special...

Community Appreciation rate also available to you. It is common practice for most cruise lines, including [redacted], to limit promotional amenities to certain fares, and as a travel agent we do not have control over these policies or the prices set by each cruise line. For this reason, we add a note to the FastDeals on our site to inform customers that “Promotions may not be combinable with all fares.”We are pleased that you contacted us to inquire about a cruise, and wish we could have honored your request and earned your business. Although we were unable to assist you this time, we sincerely hope you will consider giving us another try in the future.Thank you again for providing us with an opportunity to address your concerns. Kind Regards, Kimberly [redacted]Senior Director, Customer CommunicationVacations To Go

Revdex.com:
This letter is to inform you that Vacations To Go has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/5/2014 6:32:16 AM and assigned ID [redacted].
Regards,
From: [redacted]
Sent: Thursday,...

September 11, 2014 6:23 AM
To: drteam
Subject: complaint id: [redacted]
 
Good morning,  Last night I received an email from [redacted] at Vacations To Go.  I am providing a copy of this correspondence from the company.  I would like to accept their offer.  I can respond to [redacted] by email.  Please advise me.  with appreciation, [redacted]  Telephone # [redacted],  email [redacted]
 
 
[redacted]
To
Me
Sep 10 at 6:39 PM
Dear [redacted],
 
I am contacting you regarding the Revdex.com complaint that you filed.  I am sorry there is a dispute over $100 of shipboard credit.  I have reviewed your entire reservation dating back to March 19th, including each confirmation we sent you, and our records are clear that you received the correct credit on the ship.  [redacted] apology for any confusion was not an acknowledgement of a failure by Vacations To Go.
 
Rather than forwarding all of our documentation to the Revdex.com and engaging in a prolonged dispute, as a goodwill gesture, we will refund $100 if you agree that it will resolve your complaint.  We will send you a check within 10 days of your acceptance of this offer.
 
I look forward to hearing from you.
 
[redacted]
Vice President, Customer Service
Vacations To Go (11 Years)
[redacted]
Hours: Monday-Friday
[redacted]
[redacted]

We will review this and respond back tomorrow. [redacted]

I am sorry that [redacted] feel that our agent was
unkind and non-caring to their daughter’s health concerns.  [redacted] is a 12 year veteran with
Vacations To Go and has consistently been one of our top performers.  He has no customer complaints on file.  I am...

confident that [redacted] meant no disrespect
and I apologize if that is the way they feel.
I checked with [redacted] and he did not advise that the entire
ship is smoke free.  [redacted], like all cruise
lines, does not allow smoking in the cabins or most other interior places.  All lines allow smoking on one side of the
outdoor decks as well as in the casino. 
A few lines have an additional area like a cigar bar.  This policy is consistent throughout the
cruise industry.
[redacted] researched the smoking issue on line a
week after booking the cruise rather than prior to booking.  [redacted] mentions 3000 reviews on line
about the ship.  We looked at the reviews
and while there are thousands they are generally positive.  We only found a few that mentioned
smoking.  The [redacted] holds 3700
passengers and sails every week.  With
over 192,000 passengers per year, not many have problems with the smoking
policy.  Non-smoking guests on all ships
are normally able to avoid smoke on a cruise.
It is the cruise line and not Vacations To Go that has a
penalty for canceling.  We have checked
with [redacted] and they are not willing to waive the penalty.  The current penalty from [redacted] to cancel
their two cabins is $1477.  That penalty
goes to 75% on May 1st and 100% on May 16th. 
While we do sympathize with their health concerns, we don’t
feel that Vacations To Go misadvised them and we do not have a penalty should
they decide to cancel.  Vacations To Go
has no ability to waive or refund the [redacted] penalty.[redacted]

Vacations To Go has worked with Mrs. [redacted] and arrived at solution that she will accept.  Sorrell [redacted], Vacations To Go, 800-338-4962

[A...

default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Revdex.com: Complaint # [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
[redacted]

We have spoken with [redacted] and and agreed to refund her $3,546.  She stated that once the check is received her complaint will be resolved.
[redacted], Vacations To Go, [redacted]

Dear [redacted]    It was nice speaking with you today, thank you for returning my calls. I was sorry to learn of the medical difficulties that prevented you and your wife from traveling on the cruise, but am happy to hear she is feeling better.  As discussed, we requested that the...

cruise line offer you a future cruise credit and provided them with the documentation that you supplied Vacations To Go with, however [redacted] denied the request. I also confirmed that you were emailed a copy of the full insurance policy on January 30 to your email address directly.  That document outlined the detailed terms of the policy and you were given ten days to cancel the policy and receive a full refund.  The cruise was also refundable up until your final payment date, which was approximately February 26th.     Vacations to Go values your business and as a gesture of goodwill, we would like to offer you a future cruise discount of 15% on the commissionable fare of any cruise booked thru Vacations To Go in the next 18 months, limited to one cabin.  This can be used on any cruise line or vacation product we offer, it is not limited to [redacted].  I will put this certificate in the mail to you today.  On behalf of your agent, [redacted] and Vacations To Go, we sincerely appreciate your business, and hope you will reconsider and give us another try in the future. Sincerely,Kari B[redacted]

We spoke to Mrs. [redacted]'s travel companion.  They requested a $150 per person refund and we agreed.  We are sending them checks and they both agreed that this will resolve their Revdex.com complaint.Sorrelll W[redacted], Vacations To Go, ###-###-####