When we first received the call from the traveler we immediately contacted the airline to see what caused the missed connection and immediately tried to assistAs per Delta the travelers arrived at the connection city at 8:am and the connection was scheduled to depart at 9:am, leaving them an hour and a half to go between gates, which was more than ample timeDelta then explained they missed the connection because they arrived at the gate after the boarding door was closedThe original scheduled time, at the time of booking, was 10:03am- a difference of minutes As far as notifying of the change prior to departure the travel documents issued on 12/ [redacted] to the email address that was used for all communications stated the updated time as well as the boarding passes the traveler received at the time of check inWhen we called the traveler back and explained that we could not issue a refund because the connection was missed due to traveler error, the traveler then became condescending and frustratedI tried to explain on multiple occasions that we would try to assist with a traveler credit but I was not given the opportunity to speak once a refund was declinedI’d also like to explain that I am the head manager and in charge of all issues of this natureThe traveler was not told the owner would not take her call, she was told the owner of the company did not take calls of this nature, which I am sure is understandableWe tried to help this client the best we could and even offer a travel credit as gesture of good willShe was very upset and insisting that we should refund her even though the error was her ownAlthough we were not liable or at fault, we are still willing to help and issue a travel credit, which she originally denied
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The Travel by Jen office was closed when we called to try to resolve the issue before we left the hotelWe also tried to resolve the issue with the concierge who told us he worked on behalf of Travel by Jen to make sure we were happy with our stayHe offered no resolutionNo one was willing to give us a room with a working toilet earlier than a a four-hour wait and this simply wasn't acceptable given that I had food poisoning from the hotelThe $offered does not cover the cost of the room for the two nights we did not use it and the travel vouchers are worthless, given that we will never travel with this company againTravel by jen acts like the only way for us to be refunded is for the hotel to refund usThis is a premise--Travel by Jen can refund us! And to say that the high pressure sales meeting does not exist is outrageousIt does exist and you are hounded until you attend In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
This client agreed and purchased a non refundable vacation package using codes he purchased with [redacted] The next day he contacted the agent and say he couldn't take off of workWhen the agent explained that per the policies agreed to at the time of purchase of the voucher and at the time of redemptionthe client said he would speak to his boss about getting those days offThe card holder never sent in the appropriate paperwork for cancellation so this is an active reservation To clarify we do not keep charging his credit card, a dispute was filed which submitted documentation for that was settled in our favorIn order for this reservation to be cancelled we need the appropriate paperwork filled out so we can proceed with the cancellationIf he would like us to send another form please let us know and we will email another one
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I specifically asked Malik if he sent my complaint to customer service would they be able to refund any of my money after they look into it..his response was no! All sales are final? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
I contacted [redacted] the same day he sent in the email to [redacted] - please see our email exchange [redacted] Dear [redacted] – I received your form so your reservation is now cancelledIn order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed toThe total of the refund will be $566.52.Total Reservation $1454.00Airfare (nonrefundable) - $787.48Penalty -$($per person) ________________________________________ $566.52Thank you for having this information over to me so quicklyI will have this issued and mailed to you immediatelyThank youFeel free to let me know if you need anything else [redacted] [redacted] [redacted] Dear [redacted] – I received your form so your reservation is now cancelledIn order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed toThe total of the refund will be $566.52.Total Reservation $1454.00Airfare (nonrefundable) - $787.48Penalty -$($per person) ________________________________________ $I will have the check issued as soon as we receive the information neededThank you and feel free to let me know if you need anything elseKind Regards, Danielle B [redacted] ###-###-#### I will have the check issued as soon as we receive the information neededThank you and feel free to let me know if you need anything elseKind Regards, Danielle B [redacted] ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] While I did receive the documents, they provided no protection when I needed themI was the one who had to handle all of my transactions (no agent assisted me successfully, despite your companies claims.) I personally handled my flight and hotel accommodations and upon arriving in the DR the transit company had not been notified of our change in travel plans despite what had last been told to me by your new agentRegarding the agent, I was only assigned a new agent after finally resolving to tweet the company which is the only way they elicited a response, yet still did not take care of my needs, rather pacified me, saying "hopefully they'll be able to fix it and not giving me any alternative ways to rectify the situation"I am appalled at the company's demeanor and even more so that the most immediate response I receive is upon filing a formal complaint with the Revdex.com, or threatening their reputation via social mediaI still never agreed nor was notified of any agency fees and wish to be reimbursed for those they charged me for Furthermore, the purpose of having a travel agent is for them to handle all travel arrangements and discrepancies as they ariseWhen I attempted to contact them I found out much later that my original agent was no longer with the companyI should have been notified of this immediately, not when a dire situation aroseI almost cancelled my entire trip because of this company and will never use them againEspecially as they are more concerned with protecting their reputation and making a commission than helping their customers In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
This client purchased a vacation voucher with [redacted] and redeemed it through our agencyThe policies of the voucher were agreed upon at the time of purchase and redemption.This client contacted us saying due to medical concerns with her daughter she wanted to cancel but has not filled out the required cancellation paperwork so her reservation is still activeOnce she fills out the cancellation agreement we will proceed with the refund based on the time frame the reservation is cancelled inPlease see the Policies of the voucher pasted below.Policies and FeesFor all options, book by: 416· Cancellation policy & fees: $fee per person to cancel; 46-day cancellation required or fee of 50% [redacted] price; 31-day or fee up to [redacted] priceTravel insurance is highly recommendedAirfare nonrefundable after booking
I would like to look into this situation furtherWe have pulled up bookings that traveled in the last days and unfortunately I could locate one with the last name providedWe strive to provide the best customer service in the industry and understand that circumstances arise which are not ideal for customers at timesBecause of that we welcome opportunities to make our services betterPlease contact your reservation agent so we can look into the details of your vacationThank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The response from the business does not only not meet my expectations but also does not even accurately apply yo my complaintI have attached my original email showing there were many issues other than the upgraded room which we NEVER received(not just for one night)These issues included the lack of working plumbing and many other basic things a resort is expected to have (things I paid for)Their response shows me that they took months to come to a conclusion that proved they didn't even read my complaint to begin withIt's really outrages and I'd be happy to go to a news outlet if they prove to not be able to fix this issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Afternoon speaking with the manager D [redacted] and explaining that even though the ticket stated a different time due to the confirmation received on 10/ [redacted] and not seeing the ticket until an hour before flight my confirmation time was what I was followingAs a travel agency they should have updated us on any changes as I was reviewing my confirmation info sent from them up until my flight was to take offI did not just blame the agency but they had some piece of fault as we did not get an email on 12/ [redacted] and we spoke to our travel agent to times before our flight and he never mentioned an additional email or a change in itenaryThe agency did offer a small credit toward another trip I would have to plan with them; but due to the unprofessional nature of the call and the manager stating she was not required by law to inform the traveler they booked of any changes in the flight I no longer wish to use their servicesI did not ask for an entire refund just the additional $per person they charged for the earlier flight that we did not makeOf course I was frustrated but if you listen to the taped phone call the manager was extremely defensive about someone blaming their businessIn no other way did they attempt to assist in getting us to our destination [redacted] gave us seats due to the attendant unproffessional nature at the gatesTravel By Jen didn't even book the correct rooming reservations at the resortWhen we arrived the resort showed us what was booked and we showed them what was sentWe had to wait about hours for a room because they were booked and had to make room for us even though our reservations were booked in OctSo I do not wish to take a credit on a future trip as you can see they did not do well As a travel agency in my opinionI would just like the small refund for all the trouble of traveling we had to endure as we were gonna put in for a separate complaint due to the resort situationWe spent over $with this agency and for all of this trouble I am just requesting $back as the refundThis was a birthday trip and it was horrible to Travel with the agency who does not wish to accomadate a customer In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
When we first received the call from the traveler we immediately contacted the airline to see what caused the missed connection and immediately tried to assistAs per [redacted] the travelers arrived at the connection city at 8:am and the connection was scheduled to depart at 9:am, leaving them an hour and a half to go between gates, which was more than ample time [redacted] then explained they missed the connection because they arrived at the gate after the boarding door was closedThe original scheduled time, at the time of booking, was 10:03am- a difference of minutes As far as notifying of the change prior to departure the travel documents issued on 12/ [redacted] to the email address that was used for all communications stated the updated time as well as the boarding passes the traveler received at the time of check inWhen we called the traveler back and explained that we could not issue a refund because the connection was missed due to traveler error, the traveler then became condescending and frustratedI tried to explain on multiple occasions that we would try to assist with a traveler credit but I was not given the opportunity to speak once a refund was declinedI’d also like to explain that I am the head manager and in charge of all issues of this natureThe traveler was not told the owner would not take her call, she was told the owner of the company did not take calls of this nature, which I am sure is understandableWe tried to help this client the best we could and even offer a travel credit as gesture of good willShe was very upset and insisting that we should refund her even though the error was her ownAlthough we were not liable or at fault, we are still willing to help and issue a travel credit, which she originally denied
When the traveler contacted our office on 10/ [redacted] about the issues at the second resort the agent immediately began to help her, and upgraded her room at no cost to herAlso, we sent a nice bottle of wine to their roomThere was no contact prior to that about any issues Had we been notified, we would have tried our hardest to work with themIn regards to the flight cancellation due to Hurricane Matthew, obviously we are not responsible for weather related cancellations/delays, but our agency booked them at the [redacted] which is approximately minutes from the airport This hotel has been given to the majority of our clients for pre/post airport stays without issueWhen we found out these clients went to a hotel directly across from the airport, we immediately refunded the money they paid us for the [redacted] ***Our office tried our hardest to address all concerns we were made aware of in a timely fashionIn reference to “a few” of her friends deciding to leave a review on [redacted] – approximately of their friends who never used our company or our services posted negative/defamatory reviews
The client called our office to book a vacation packageWe offer a large number of hotels that vary in stars from -all with different amenities and pricesOur agents will find a resort that best fits each client within their budget, but I believe this client called about this specific resort because of an advertisement we were runningInformation on the resort are given at the time of booking, but all clients are responsible to research the resort themselves prior to booking because each resort has different features and amenitiesJust to clarify they received an itinerary/invoice at the time of booking and filled out the electronic signature form that day agreeing to details of the trip, terms and conditions, and acknowledging that the package is non refundableIt is the travel documents do not get sent until weeks prior to departureThe cost of the package was $total which includes the roundtrip airfare of $and the round trip transfers of $leaving $per person per night that they paid for the all inclusive resortsthat includes meals, drinks, snack, tips and non motorized water sportsAll services were pre paid in full and non refundableEven if those services go unusedHowever, we contacted the resort and asked for an exception on their behalf and we were offered a $per person refund which I passed on to the client
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The issue is not resolvedMy lawyer will be in contact with the companyThe company failed in communication, availability, etc Do NOT purchase anything from this company In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
I apologize your trip was affected by Hurricane MariaI looked into this reservation to see if you purchased the travel insurance which is offered to each of our clients, and it seems you declined it at the time of booking For all travelers affected by this storm who declined the insurance we offered a full travel credit as a courtesy, and according to the notes in the reservation this exception was offered to you as wellPlease contact our office when you are ready to rebook your vacation
Malik explained to you that he needs to open a customer service case and that if you sent him an email he will be sure it gets sent to the proper channelsHe is trying to help you but he needs to follow protocolThe hotel, as with all suppliers, are paid in full prior to your departureIn this case we need to contact the hotel on your behalf and are more than happy to do so
unfortunately we are unable to refund a charge that we did not processIf they would like a refund for airline imposed baggage fees they can contact the airline directly
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:I was still sold a service I have not received Travel by Jen sold a vacation package to me for a five night stay at the Blue Bay Villas Doradas including airfare on August ***, for a total of $2, This trip was advertised as an adults only, all inclusive resortTravel by Jen also sold me an upgrade called the Superior Gold package for the duration of this stayThat package was advertised to include an upgraded room, hour room service, a welcome gift, robes and slippers, a guaranteed dinner reservation for every night of the stay, and various other offers On August ***, 2015, Tim W [redacted] from Travel by Jen confirmed receipt of the detailed email sent regarding the original complaint and request for reimbursementThis email informed Travel by Jen that the service they sold to me was not what I receivedThe Gold package I paid an upgrade for was not available in any senseNot one part of it was followed through on for the entire duration of the tripThis complaint also explained that the base trip was not advertised or sold properlyFor example, there was no working plumbing (making it not habitable for humans), There were children on the premises of the “adults only” resortThe food was not safe to eat, and the resort grounds were not guarded Travel by Jen received numerous emails from me over the month duration of time it took them to come to a resolutionTravel by Jen offered me a $reimbursementThey also offered me $dollars to go toward the next trip for each person willing to actually take the chance of booking with them againI'm not sure how they can even look at that as a reasonable offerThey are literally stealingTravel by Jen is fully aware that they sold a service to me that has not and will never be receivedThey’re final resolution to this matter has been an offer of $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] As a manager for business's I am just shocked at how you treat your customersI feel that I have provided more than enough evidence to state my case and the advertising your company displayed to meI did research the resort and as I showed in he last response the photos that are online are not what I receivedNot the room, bed, bathroom, access to the areas with the beds on the pool sideAll that I thought were in my package after viewing this resort onlineAfter seeing all they offer and arriving and not getting any of it, speaking to the resort and nothin being done about itAs a manager you are supposed to accommodate all your customers to an extentI am not someone trying to take from you, you are now someone taking from me The money I spent on this trip that I did not use or enjoy is not money I want to just hand to you, the resort and airline for FREEI work very hard for my moneyYou stated that the resort offered me $per person but I have in my emails from your agent the the resort did not want to reimburse anything and that the claims department associated with Travel by Jen has offered me $refundNot per person just $ I do not feel either one of your offers is anywhere near fairAnd I am NOT going to agree to this as a solution I did research this resort, I did clarify everything with your agent, I did pay my fees all when I had to, I did my partNothing I saw online after looking at the resort was there when I arrivedThe resort was under constructionConstruction workers, machines etcthe photos online is NOT what we receivedSo please don't tell me "the customer is responsible for looking up the resort" because I didHow about your company look up a resort or get updates on the status BEFORE booking clients and sending them to another country and making sure that all the resort is offering, rooms, access, CUSTOMER SERVICE etcis still the same it was years back when This is NOT my faultI did what I had to do on my end, then I trusted a travel agency to book me at a decent resort & I receive all I was viewing online when seeing the package dealAs the travel agency you failed miserablyAgain I am not settling for anything less than my full refund of the tripClaiming that you don't have this money is outrageousHow do you as a business not have this money? I am sure that is a lieI feel that I was lied to, mislead & I am being treated unfairlyWho do I provide my credit card number to? The refund will not even include all the interest I have had to pay on this card, doesn't include the cost of the flight to get back home, and the overage on the cell phone because wifi was not available for use I feel my request is MORE than reasonable for all that I have had to deal withmonths for an agent to tell me nothing can be donePoor customer service Attached are the first reviews that come up to the resort and I have more screen shots but cannot add the photos due to the limitPlease tell me if all I claimed is not in everyone of these reviewsThe bed, the bugs, the food, the service, the front desk staffThank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
When we first received the call from the traveler we immediately contacted the airline to see what caused the missed connection and immediately tried to assistAs per Delta the travelers arrived at the connection city at 8:am and the connection was scheduled to depart at 9:am, leaving them an hour and a half to go between gates, which was more than ample timeDelta then explained they missed the connection because they arrived at the gate after the boarding door was closedThe original scheduled time, at the time of booking, was 10:03am- a difference of minutes As far as notifying of the change prior to departure the travel documents issued on 12/ [redacted] to the email address that was used for all communications stated the updated time as well as the boarding passes the traveler received at the time of check inWhen we called the traveler back and explained that we could not issue a refund because the connection was missed due to traveler error, the traveler then became condescending and frustratedI tried to explain on multiple occasions that we would try to assist with a traveler credit but I was not given the opportunity to speak once a refund was declinedI’d also like to explain that I am the head manager and in charge of all issues of this natureThe traveler was not told the owner would not take her call, she was told the owner of the company did not take calls of this nature, which I am sure is understandableWe tried to help this client the best we could and even offer a travel credit as gesture of good willShe was very upset and insisting that we should refund her even though the error was her ownAlthough we were not liable or at fault, we are still willing to help and issue a travel credit, which she originally denied
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The Travel by Jen office was closed when we called to try to resolve the issue before we left the hotelWe also tried to resolve the issue with the concierge who told us he worked on behalf of Travel by Jen to make sure we were happy with our stayHe offered no resolutionNo one was willing to give us a room with a working toilet earlier than a a four-hour wait and this simply wasn't acceptable given that I had food poisoning from the hotelThe $offered does not cover the cost of the room for the two nights we did not use it and the travel vouchers are worthless, given that we will never travel with this company againTravel by jen acts like the only way for us to be refunded is for the hotel to refund usThis is a premise--Travel by Jen can refund us! And to say that the high pressure sales meeting does not exist is outrageousIt does exist and you are hounded until you attend In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
This client agreed and purchased a non refundable vacation package using codes he purchased with [redacted] The next day he contacted the agent and say he couldn't take off of workWhen the agent explained that per the policies agreed to at the time of purchase of the voucher and at the time of redemptionthe client said he would speak to his boss about getting those days offThe card holder never sent in the appropriate paperwork for cancellation so this is an active reservation To clarify we do not keep charging his credit card, a dispute was filed which submitted documentation for that was settled in our favorIn order for this reservation to be cancelled we need the appropriate paperwork filled out so we can proceed with the cancellationIf he would like us to send another form please let us know and we will email another one
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I specifically asked Malik if he sent my complaint to customer service would they be able to refund any of my money after they look into it..his response was no! All sales are final? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
I contacted [redacted] the same day he sent in the email to [redacted] - please see our email exchange [redacted] Dear [redacted] – I received your form so your reservation is now cancelledIn order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed toThe total of the refund will be $566.52.Total Reservation $1454.00Airfare (nonrefundable) - $787.48Penalty -$($per person) ________________________________________ $566.52Thank you for having this information over to me so quicklyI will have this issued and mailed to you immediatelyThank youFeel free to let me know if you need anything else [redacted] [redacted] [redacted] Dear [redacted] – I received your form so your reservation is now cancelledIn order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed toThe total of the refund will be $566.52.Total Reservation $1454.00Airfare (nonrefundable) - $787.48Penalty -$($per person) ________________________________________ $I will have the check issued as soon as we receive the information neededThank you and feel free to let me know if you need anything elseKind Regards, Danielle B [redacted] ###-###-#### I will have the check issued as soon as we receive the information neededThank you and feel free to let me know if you need anything elseKind Regards, Danielle B [redacted] ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] While I did receive the documents, they provided no protection when I needed themI was the one who had to handle all of my transactions (no agent assisted me successfully, despite your companies claims.) I personally handled my flight and hotel accommodations and upon arriving in the DR the transit company had not been notified of our change in travel plans despite what had last been told to me by your new agentRegarding the agent, I was only assigned a new agent after finally resolving to tweet the company which is the only way they elicited a response, yet still did not take care of my needs, rather pacified me, saying "hopefully they'll be able to fix it and not giving me any alternative ways to rectify the situation"I am appalled at the company's demeanor and even more so that the most immediate response I receive is upon filing a formal complaint with the Revdex.com, or threatening their reputation via social mediaI still never agreed nor was notified of any agency fees and wish to be reimbursed for those they charged me for Furthermore, the purpose of having a travel agent is for them to handle all travel arrangements and discrepancies as they ariseWhen I attempted to contact them I found out much later that my original agent was no longer with the companyI should have been notified of this immediately, not when a dire situation aroseI almost cancelled my entire trip because of this company and will never use them againEspecially as they are more concerned with protecting their reputation and making a commission than helping their customers In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
This client purchased a vacation voucher with [redacted] and redeemed it through our agencyThe policies of the voucher were agreed upon at the time of purchase and redemption.This client contacted us saying due to medical concerns with her daughter she wanted to cancel but has not filled out the required cancellation paperwork so her reservation is still activeOnce she fills out the cancellation agreement we will proceed with the refund based on the time frame the reservation is cancelled inPlease see the Policies of the voucher pasted below.Policies and FeesFor all options, book by: 416· Cancellation policy & fees: $fee per person to cancel; 46-day cancellation required or fee of 50% [redacted] price; 31-day or fee up to [redacted] priceTravel insurance is highly recommendedAirfare nonrefundable after booking
I would like to look into this situation furtherWe have pulled up bookings that traveled in the last days and unfortunately I could locate one with the last name providedWe strive to provide the best customer service in the industry and understand that circumstances arise which are not ideal for customers at timesBecause of that we welcome opportunities to make our services betterPlease contact your reservation agent so we can look into the details of your vacationThank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The response from the business does not only not meet my expectations but also does not even accurately apply yo my complaintI have attached my original email showing there were many issues other than the upgraded room which we NEVER received(not just for one night)These issues included the lack of working plumbing and many other basic things a resort is expected to have (things I paid for)Their response shows me that they took months to come to a conclusion that proved they didn't even read my complaint to begin withIt's really outrages and I'd be happy to go to a news outlet if they prove to not be able to fix this issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Afternoon speaking with the manager D [redacted] and explaining that even though the ticket stated a different time due to the confirmation received on 10/ [redacted] and not seeing the ticket until an hour before flight my confirmation time was what I was followingAs a travel agency they should have updated us on any changes as I was reviewing my confirmation info sent from them up until my flight was to take offI did not just blame the agency but they had some piece of fault as we did not get an email on 12/ [redacted] and we spoke to our travel agent to times before our flight and he never mentioned an additional email or a change in itenaryThe agency did offer a small credit toward another trip I would have to plan with them; but due to the unprofessional nature of the call and the manager stating she was not required by law to inform the traveler they booked of any changes in the flight I no longer wish to use their servicesI did not ask for an entire refund just the additional $per person they charged for the earlier flight that we did not makeOf course I was frustrated but if you listen to the taped phone call the manager was extremely defensive about someone blaming their businessIn no other way did they attempt to assist in getting us to our destination [redacted] gave us seats due to the attendant unproffessional nature at the gatesTravel By Jen didn't even book the correct rooming reservations at the resortWhen we arrived the resort showed us what was booked and we showed them what was sentWe had to wait about hours for a room because they were booked and had to make room for us even though our reservations were booked in OctSo I do not wish to take a credit on a future trip as you can see they did not do well As a travel agency in my opinionI would just like the small refund for all the trouble of traveling we had to endure as we were gonna put in for a separate complaint due to the resort situationWe spent over $with this agency and for all of this trouble I am just requesting $back as the refundThis was a birthday trip and it was horrible to Travel with the agency who does not wish to accomadate a customer In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
When we first received the call from the traveler we immediately contacted the airline to see what caused the missed connection and immediately tried to assistAs per [redacted] the travelers arrived at the connection city at 8:am and the connection was scheduled to depart at 9:am, leaving them an hour and a half to go between gates, which was more than ample time [redacted] then explained they missed the connection because they arrived at the gate after the boarding door was closedThe original scheduled time, at the time of booking, was 10:03am- a difference of minutes As far as notifying of the change prior to departure the travel documents issued on 12/ [redacted] to the email address that was used for all communications stated the updated time as well as the boarding passes the traveler received at the time of check inWhen we called the traveler back and explained that we could not issue a refund because the connection was missed due to traveler error, the traveler then became condescending and frustratedI tried to explain on multiple occasions that we would try to assist with a traveler credit but I was not given the opportunity to speak once a refund was declinedI’d also like to explain that I am the head manager and in charge of all issues of this natureThe traveler was not told the owner would not take her call, she was told the owner of the company did not take calls of this nature, which I am sure is understandableWe tried to help this client the best we could and even offer a travel credit as gesture of good willShe was very upset and insisting that we should refund her even though the error was her ownAlthough we were not liable or at fault, we are still willing to help and issue a travel credit, which she originally denied
When the traveler contacted our office on 10/ [redacted] about the issues at the second resort the agent immediately began to help her, and upgraded her room at no cost to herAlso, we sent a nice bottle of wine to their roomThere was no contact prior to that about any issues Had we been notified, we would have tried our hardest to work with themIn regards to the flight cancellation due to Hurricane Matthew, obviously we are not responsible for weather related cancellations/delays, but our agency booked them at the [redacted] which is approximately minutes from the airport This hotel has been given to the majority of our clients for pre/post airport stays without issueWhen we found out these clients went to a hotel directly across from the airport, we immediately refunded the money they paid us for the [redacted] ***Our office tried our hardest to address all concerns we were made aware of in a timely fashionIn reference to “a few” of her friends deciding to leave a review on [redacted] – approximately of their friends who never used our company or our services posted negative/defamatory reviews
The client called our office to book a vacation packageWe offer a large number of hotels that vary in stars from -all with different amenities and pricesOur agents will find a resort that best fits each client within their budget, but I believe this client called about this specific resort because of an advertisement we were runningInformation on the resort are given at the time of booking, but all clients are responsible to research the resort themselves prior to booking because each resort has different features and amenitiesJust to clarify they received an itinerary/invoice at the time of booking and filled out the electronic signature form that day agreeing to details of the trip, terms and conditions, and acknowledging that the package is non refundableIt is the travel documents do not get sent until weeks prior to departureThe cost of the package was $total which includes the roundtrip airfare of $and the round trip transfers of $leaving $per person per night that they paid for the all inclusive resortsthat includes meals, drinks, snack, tips and non motorized water sportsAll services were pre paid in full and non refundableEven if those services go unusedHowever, we contacted the resort and asked for an exception on their behalf and we were offered a $per person refund which I passed on to the client
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The issue is not resolvedMy lawyer will be in contact with the companyThe company failed in communication, availability, etc Do NOT purchase anything from this company In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
I apologize your trip was affected by Hurricane MariaI looked into this reservation to see if you purchased the travel insurance which is offered to each of our clients, and it seems you declined it at the time of booking For all travelers affected by this storm who declined the insurance we offered a full travel credit as a courtesy, and according to the notes in the reservation this exception was offered to you as wellPlease contact our office when you are ready to rebook your vacation
Malik explained to you that he needs to open a customer service case and that if you sent him an email he will be sure it gets sent to the proper channelsHe is trying to help you but he needs to follow protocolThe hotel, as with all suppliers, are paid in full prior to your departureIn this case we need to contact the hotel on your behalf and are more than happy to do so
unfortunately we are unable to refund a charge that we did not processIf they would like a refund for airline imposed baggage fees they can contact the airline directly
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because:I was still sold a service I have not received Travel by Jen sold a vacation package to me for a five night stay at the Blue Bay Villas Doradas including airfare on August ***, for a total of $2, This trip was advertised as an adults only, all inclusive resortTravel by Jen also sold me an upgrade called the Superior Gold package for the duration of this stayThat package was advertised to include an upgraded room, hour room service, a welcome gift, robes and slippers, a guaranteed dinner reservation for every night of the stay, and various other offers On August ***, 2015, Tim W [redacted] from Travel by Jen confirmed receipt of the detailed email sent regarding the original complaint and request for reimbursementThis email informed Travel by Jen that the service they sold to me was not what I receivedThe Gold package I paid an upgrade for was not available in any senseNot one part of it was followed through on for the entire duration of the tripThis complaint also explained that the base trip was not advertised or sold properlyFor example, there was no working plumbing (making it not habitable for humans), There were children on the premises of the “adults only” resortThe food was not safe to eat, and the resort grounds were not guarded Travel by Jen received numerous emails from me over the month duration of time it took them to come to a resolutionTravel by Jen offered me a $reimbursementThey also offered me $dollars to go toward the next trip for each person willing to actually take the chance of booking with them againI'm not sure how they can even look at that as a reasonable offerThey are literally stealingTravel by Jen is fully aware that they sold a service to me that has not and will never be receivedThey’re final resolution to this matter has been an offer of $ In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] As a manager for business's I am just shocked at how you treat your customersI feel that I have provided more than enough evidence to state my case and the advertising your company displayed to meI did research the resort and as I showed in he last response the photos that are online are not what I receivedNot the room, bed, bathroom, access to the areas with the beds on the pool sideAll that I thought were in my package after viewing this resort onlineAfter seeing all they offer and arriving and not getting any of it, speaking to the resort and nothin being done about itAs a manager you are supposed to accommodate all your customers to an extentI am not someone trying to take from you, you are now someone taking from me The money I spent on this trip that I did not use or enjoy is not money I want to just hand to you, the resort and airline for FREEI work very hard for my moneyYou stated that the resort offered me $per person but I have in my emails from your agent the the resort did not want to reimburse anything and that the claims department associated with Travel by Jen has offered me $refundNot per person just $ I do not feel either one of your offers is anywhere near fairAnd I am NOT going to agree to this as a solution I did research this resort, I did clarify everything with your agent, I did pay my fees all when I had to, I did my partNothing I saw online after looking at the resort was there when I arrivedThe resort was under constructionConstruction workers, machines etcthe photos online is NOT what we receivedSo please don't tell me "the customer is responsible for looking up the resort" because I didHow about your company look up a resort or get updates on the status BEFORE booking clients and sending them to another country and making sure that all the resort is offering, rooms, access, CUSTOMER SERVICE etcis still the same it was years back when This is NOT my faultI did what I had to do on my end, then I trusted a travel agency to book me at a decent resort & I receive all I was viewing online when seeing the package dealAs the travel agency you failed miserablyAgain I am not settling for anything less than my full refund of the tripClaiming that you don't have this money is outrageousHow do you as a business not have this money? I am sure that is a lieI feel that I was lied to, mislead & I am being treated unfairlyWho do I provide my credit card number to? The refund will not even include all the interest I have had to pay on this card, doesn't include the cost of the flight to get back home, and the overage on the cell phone because wifi was not available for use I feel my request is MORE than reasonable for all that I have had to deal withmonths for an agent to tell me nothing can be donePoor customer service Attached are the first reviews that come up to the resort and I have more screen shots but cannot add the photos due to the limitPlease tell me if all I claimed is not in everyone of these reviewsThe bed, the bugs, the food, the service, the front desk staffThank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***