Public Mediation

C.H. vs. Vacations Plus

C. H. vs. Vacations Plus
Possible Licence #ST40281, 1362 E Vine St, Kissimmee, Florida, 34744-3626, United States
Amount Involved: $449.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 1 non-monetary items.
    • Claim #: 1847430
    • Amount Involved: 449.00
    • Filed On: Nov 14, 2016
    • Posted On: Nov 25, 2016
    • Complaint(s):
      • "I just feel ripped off."
      • Customer service runarounds
      • Problem with a service
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"On 8/10/2015 my husband and I signed an agreement with Vacations Plus for a vacations package that included 5 day, 4 night all inclusive stay at Villa del Palmar in Cancun plus 2 cruise certificates plus a Buy one Get one (BOGO) certificate for airfare up to $500 including one way airport transportation to the resort for a total of $449. We were told to contact Vacations Plus 90 days prior to our requested travel to make the reservation. When we called 6 months in advance in August, 2015 for a February 2016 reservation, nothing was available, but the agent told us she would check to see if she could get us in anyway but she never called back. In Feb 2016, we called again and tried to make the reservation for Jan 2017. The agent said we were booked and the resort would call us 6 months prior to confirm and our BOGO airfare certificate would be mailed. In May we called to move the date one week later and were told "no problem"; the resort would call about 6 months prior (July 2017) and then they would mail certificate. July came and went with no contact from resort and no BOGO airfare certificates. 11 back and forth phone calls ensued with Customer Service whereby Customer Service indicated the January dates were not available and they wanted to charge me an additional fee to make the reservation with the resort for another date. After I made a threat of a BBB complaint, on 9/3/16 I received a voice mail message from "Charlie" at the Vacations Plus reservation desk assuring me there had been a misunderstanding with customer service; that my January reservation was secure with no additional fees and I should expect to receive confirmation from the resort 90 days prior to our reservation date. He said to call him if I had any questions. Since he didn't say anything about the BOGO airfare certificate, I attempted to call him back the next day and left him a voice mail message... he did not return my call. On 9/15/16 I received an email from customer service stating that only 1 bedroom units were available at the resort during the dates I requested and they again wanted to charge me a surcharge. An additional voicemail disputing this charge and requesting the BOGO certificate and 5 emails later and I have still not received a response from "Charlie" or anyone from the Vacations Plus Reservation Desk. It is now 65 days before my anticipated stay and I have not heard from the resort; therefore I contacted the resort myself and they DO NOT have a reservation for me.
My primary complaint is that Vacations Plus has taken $449 of my money and has not delivered on their contract. Satisfactory resolution, at a minimum, is a guaranteed confirmation number from the Villa del Palmar resort for an all-inclusive 5 days & 4 night stay in a 1 Bedroom unit January 18-22, 2017 plus a BOGO airfare certificate up to $500 and 2 cruise certificates as promised or a return of our $449.00 within the next 10 days."
...
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Additional Communication Between Claimant and Vacations Plus Hide
  • Feb 03, 2017, Claiming party added:

  • I have received a communication from Soraya, Customer Service Supervisor at Vacations Plus and she is working with her Management to try to respolve my issue.

What Claimant Wants Hide
Non-Cash
What By When How Much
1. Complete project: Villa del Palmar confirmed reservation for a 1 Bedroom unit Jan.18-22, 2017 + BOGO airfare up to $500 + one-way ground transportation +2 cruise certificates Nov 24, 2016 N/A
Cash
1. Refund: Vacation Package Nov 24, 2016 $449.00
2. Other – Copy claim to regulators Nov 24, 2016 $14.99
3. Other – Pay for claim posting cost Nov 24, 2016 $7.99
4. Other – Physical delivery charges Nov 24, 2016 $4.99
Cash total : $476.97
Non-cash: 1 items
  • 0
Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)

Respondent's Counteroffer

There has been no response to this claim from Vacations Plus. This claim will remain posted until resolved
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