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Complaint Details
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Initial Complaint
01/23/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We booked a ****** Vacation with this company, owner is ***** *******. We made special requests regarding hotel accommodations because we were traveling with our children and grandchildren. She never requested those with the hotel and we know this because upon arrival we checked with hotel management and they said no requests were made by her at all. We requested help with transportation to and f ** on the airport and got nothing. We paid for 4 days of park tickets and when we tried to use the 4 th day we were told we didnt have any days left. We had to buy additional tickets and then deal with the ********** when we got home. Anytime we asked for help with passes and additional information about ****** it was weeks and repeated emails before she replied. There was always an excuse why she didnt get back to us. We were traveling with 2 children under 5 and needed information about things and never got it. After she received the final payment we heard from her one time no matter how many emails and voicemails I left and sent. I finally gave up and hired someone else too complete our ****** vacation plans. This vacation cost over $25,000. I emailed her when we arrived home to find out why all the plans were not what they were supposed to be. I received one emsil back and she said she would call me and she never did. That was about 2 months ago. We went to ****** from 11/24-11/30.
Business response
01/28/2025
The client booked a ****** Vacation through me. I booked the hotel and theme park tickets as requested. She states that I did not make hotel requests, but I did. I gave information on self-planning, but did not implement these personally, as this is a fee-based service. I offer guidance at no cost and that was provided, along with additional information on dining and transfers. She says that she was shorted a day at ******, but I have the final itinerary from them as to what was paid for - if ****** said they only had 3 day tickets, it was a glitch on their part. No $$ flows through my agency, I only receive a cc authorization to apply the payment to the supplier (******). I did not charge any planning fees. She did not pay any additional cost to book through me - all $$ went to ******. If she is looking for reimbursement, that is who she needs to address.Customer response
01/29/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
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