Puerto-Penasco.com

Review: My complaint is almost identical the other complaint filed against this company in late 2014. My complaint is summed up in the email that I wrote them:

I recommend that you fix your on-line reservation system to avoid future customer complaints.

I recently made a reservation using your on-line system. I was coordinating travel with another group and we were all making reservations simultaneously to ensure that we all were able to get into the same hotel. We all received “confirmation” pages after entering the exact dates we wished to stay and all of our personal information including credit card information.

I received a call about 15 minutes after making the reservation to inform me that the hotel did not accept 1 or 2 night reservation requests. I was told that they would contact the hotel to see if they would make an exception and call me back in the morning. I never received a call back. Our entire group ended up with cancelled reservations.

I did receive an email about 18 hours after making the reservation informing me that there was “no availability”.

Your online reservation system should not process reservations that the hotels will not honor. By allowing people to enter reservation requests, enter personal information and payment information and then presenting them with a “confirmation” you’re duplicating the same sequence of steps that all other reservation systems use when accepting a reservation. Unfortunately your system isn’t confirming the reservation, you’re just accepting the reservation request.

You should only be asking for and accepting payment information when you are collecting it to make a transaction - which you did not. That most likely goes against PCI Security Standards Council practices and I will be reporting this incident to them recommending that they audit your payment card processes.Desired Settlement: [redacted] needs to fix their on-line reservation system immediately. They are fraudulently allowing people to reserve rooms and then then refusing their reservation request based on rules that were not presented to the consumer at the time of the reservation. In the meantime they collect personal information including payment card information. This most likely is against payment card industry standards and they should be audited.

My complaint is very similar to the other complaint filed against this company. While their complaint was about honoring advertised room rates on their website, mine is about length of stay rules which were not presented during the reservation process. Both complaints point out the collection of personal and payment information without a transaction being made.

Review: When visiting puerto-penasco.com and searching for hotels for 3/22-3/29/14 there are a wide variety of hotels advertised at low prices. The website collects ALL personal information, including credit card numbers, and then indicates that the reservation is "pending". During this time period, the website also offers to sell things related to your trip, like Mexican car insurance. After a while they call you and say that the rate is unavailable, but they can offer you a room at a higher rate, they also email you and say that they cancelled the reservation. Even though this all occurred last week, the website can no longer claim that this is a mistake in the advertisement because they are STILL advertising at this rate!Desired Settlement: Honor my original reservation.

Business

Response:

To whom it may concern:

I sent this email on 11/10 the same they I received your complaint notification...please see below. I am not sure why you did not receive it. I need some form of acknowledgment that you have my correspondence explaining the situation to Mr. [redacted].

From: [redacted]

Subject: Revdex.com complaint #[redacted]

Date: November 10, 2013 at 10:03:40 AM MST

To: [redacted]

Cc: [redacted], [redacted]

This email is to address Revdex.com complaint #[redacted]. Please note that I have shared this information with Mr. [redacted] directly.

Mr. [redacted],

We apologize for any inconvenience we have caused you.

Unfortunately, we do NOT have pricing for 2014 in our system and this is causing all nightly rates for all resort and hotels to show as ZERO. We are expecting to receive all pricing and updates in the next 2 weeks and have them all entered by the end of the month.

We do ask our representatives to call everyone asap to ensure they know those prices are not valid as they are all zero. The representative is able to provide you with an estimate based on 2013 and book a room for you (as a pending hold) for $150 deposit upfront until pricing is available. Once pricing is available, we give you a call to confirm if you are ok with the new 2014 pricing. If you are not ok, we will cancel your room and refund your $150 deposit at no charge to you. If you are ok with pricing, we move forward with an official confirmation.

The first time the representative called you to inform you that pricing was not correct and you told them not to proceed, our system automatically sends a cancelled notification for your records. Our company documents every step of the process and all correspondence to customers are logged.

Please know that it is not our intention to do FALSE advertising, we have been in business for many many years and have always being a very reputable company. We sincerely regret your experience with our website and hope we can have all pricing in asap.

I will be happy to assist you further if you wish to give me a call. My name is [redacted] and I am one of the owners of puerto-penasco.com.

Sincerely,

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