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Vivianos Cruise and Tours

Bedford, Ohio, United States, 44146-1541

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Reviews Travel Agency Vivianos Cruise and Tours

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Constituent was set to travel to Egypt. Constituent wanted to cancel the trip. She was informed that the
tour company, Vivianos Cruise and Tours, was going to keep 1500.00 of the funds, 25%, regardless of
whether or not there was an issue in the region. This is due to the fact that the constituent is cancelling
75 days before the trip. Full price of the trip is 4524.68. No Attny

Vivianos Cruise and Tours Response • Feb 18, 2020

I am ***, CEO of Vivian’s Cruises & Tours, Travel Agency. I would like to respond to the complaint filed with your organization. Anytime clients setup Domestic or International Tours, I use a Tour Company. For this customize tour, I used Central Holidays. Prior to traveling, I hosted a meet and greet, to provide clients information about the trip, payments term, and insurance, plus Q&A. Clients were inform that Insurance covers the traveler in case of illness, or death in the family, reason other than the following will result in penalties. Due to the issues surrounding Iran, the client decided io cancel the trip. However, I instructed that if the crisis escalated then the tour company will cancel the trip and therefore be responsible for refunding the client. She decided to cancel which resulted in her forfeiting her down payment, cost of insurance and cancellation penalties assessed by the tour company.
• 76 days from departure date (March 22’^) penalties are 25% cost of the trip
• 60 days from date (January 22"d) penalties are 50% cost of the trip

The total cost of the trip is $4555.76, which includes:
• 1^ initial deposit of $200.00
• Purchase of Travel Insurance $283.00
• International and 2 Inter flights while in Egypt deposit of $100.00
Totaling $583.0fI Non-Refundable: Per Central Holidays

Once insurance has been purchased, the amount is NON-REFUNDABLE. This information was also read to Ms.

• Round trip air from Cleveland to New York $474.76
• Hotels accommodation (Egypt and Dubai), meals, ground transportation, tours, and 3 day cruise on The Nile River $3.498.00

*** made the following payments:
• On 3/30/19 payment $1000.00, CK# 382
• On 5/2/19 payment $282.76, CKd 386
• On 6/14/19 payment $500.00, CK#***
• On 10/1/19 payment $500.00, CK# ***
• On 10/12/19 payment $150.00. CK# ***
• On 11/1/19 payment $700.00, CK# ***
• On 12/2/19 payment $300.00, CK# ***
• On 1/2/2020 Credit Card payment $561.00
• Another payment of $561.00 returned

Final payment due 1/9/2020 to Central Holidays
Ms. cancelled on 1/4/2020. I contacted Central Holiday on 1/6/2020 to inform them of cancellation and confirm the cancellation group custom policy. Ms. Ramsey-Draper*** was informed of the Tour Company penalty of 25% of the cost. The final payment had not been sent to Central Holidays, so they penalized her for the total amount of payments received totaling $1,144.00.
The last payment of $561.00 was returned to Ms. via USPS certified mail, Tracking#***,andreceivedJanuaryl1,2020At2:09pm. Ms. also received Official Check #*** in the amount of $2,849.76, sent via certified mail, USPSTracking ***, received January 22.2020 at 4:53 pm. The total amount received $3410.76. Central Holidays kept $583.00 and $561.00 Credit Card payment, totaling $1144.00.
Enclosed, I have also attached invoice, check subs, tracLing information, and cancellation information. If further information is required please feel free to contact me.

Vivianos Cruise and Tours Response • Feb 25, 2020

RE: Complaint ID

During the meet and greet, a specific questions was aasked, (the client recent had surgery and asked about issues that may arise during the trip), what type of insurance would take care of this. Yes, I stated that I would get back to her. Immediately,

a medical doctor who was in attendance addressed the question and stated that their personal medical insurance would not take care of that while traveling.

Final monines for the trip was due January 9,2020 and all monies needed to be turned into Central Holiday January 23, 2020. The time frame from 1/9/2020 - 1/23/2020 allowed me for adminstraive tasked. Ms. roommate and friend all receivd cancellation penealties of $583.00.

I have attached CSA traviel confirmation letter, cancellation policy information, and the roommate and friend cancellation invoices fee of $583.00. All 3 clients received their refund, held until final payment. Refunds given to clients are based on the amount of monies paid. This differ based on however much each client paid.

If further information is require please feel free to contact me.

Customer Response • Mar 03, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The question I am referring to was regarding civil disorder and terrorism. This was asked during the meeting as to how it would affect the penalties. I understand that the 583.00 penalty was across the board. Why was I charged a additional 561.00. Ms *** explained to me that she received a text from the tour company that cancellation was based on the total cost of the trip. She told me it would be 25%. The tour company told me before 60 days it would be 250.00 per person. I cancelled 77 days before departure. I was also told that any additional penalty was set by the travel agent.In this current statement she is saying the penalty was based on how much you paid. The friend that cancelled after I did had paid the same amount that I paid.Only the 583 was taken out of her refund. Only the 583 was taken out of my roommate 'a refund. Did Ms *** single me out because I told her I was calling the Attorney General.I am asking for the return of the additional 561.00 that no one else was charged.
Regards

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