Liberty Travel

Review: My liberty travel agent had made several commitments verbally and in writing that Liberty Travel is not honoring. Below are the specifics actions of Liberty Travel that I feel infringe on honest and ethical business practices to consumers:

• To tell a customer that their all inclusive includes all the food and drink, but when they arrive, it does not. Agent confirmed everything in writing – Exhibit A. I have been on all inclusive where premium liquor is an extra charge, but not in situation where steak or shrimp where extra charges. When I read the hotel website, it was clear there were different food levels, so I sent note below to agent to confirm that my plan included everything and she confirmed, but when I got there it did not there were extra charges for various food – Exhibit B

• To be told on Sat that the package was not what was promised to customer and respond on Monday with incomplete options and not be able to check hotel website for published rates vs multiple days/ emails to resolve. Exhibit C

• Offer a room only rate on Monday which would have been the preferred option and then withdraw and say it can’t be combined with what I have been charged, after I accept the proposed room only rate of $178 – Exhibit C Additionally, to not advise a customer of a substantially lower room only rate before booking after being told an all inclusive are typically a waste of money because husband is a non drinking/vegetarian and kids eat extremely picky.

• After reneging on $178 room only rate, communicate that Liberty will honor the hotel all inclusive rate of $360 in writing but then decline a week later Exhibit D

This has been a horrendous experience that took up many vacation hours trying to negotiate what was originally promised. I would like the entire vacation re-priced to honor the hotel rate- all inclusive rate of $360 per double room per night which is clearly articulated in the email from the Liberty Travel agent

all supporting exhibts availaDesired Settlement: Libery honor the hotel all inclusive rate that it agreed to via email to me upon realizing that they sold me a different package than the told me.

Business

Response:

We had sent the traveler the below offer on July 8 which she was not happy with. The agent then fought for additional compensation and was able to just get approval to call the traveler and offer $364 cash refund in addition to the below $364 future travel credit = $728 in compensation. They should be extending this offer to her this week.July 8, 2015: Liberty Travel is bound by contract with all our hotel partners. In this case we approached the [redacted] Beach Resort to see if they would allow us to break our contract and provide us with the approval to charge you the rate difference you had seen on their website. According to the rates and fees there is a difference of $52.00 a nighttotaling $364.00 per room between Liberty Travels contracted rates and the hotels online rates. The hotel has declined this offer as you would have had to book with them directly to secure this rate, if it was available at the time of booking. Unfortunately, we are unable to refund you the difference in fee as the hotel has charged Liberty Travel per the contracted rates. Once again we would like to apologize for your disappointment However, as a gesture of good will Liberty Travel would like to offer the following:$364.00 Future Travel Credit on your next 5 nights or longer air and land or cruise package booked through Liberty Travel.

Review: My liberty travel agent had made several commitments verbally and in writing that Liberty Travel is not honoring. Below are the specifics actions of Liberty Travel that I feel infringe on honest and ethical business practices to consumers:

• To tell a customer that their all inclusive includes all the food and drink, but when they arrive, it does not. Agent confirmed everything in writing – Exhibit A. I have been on all inclusive where premium liquor is an extra charge, but not in situation where steak or shrimp where extra charges. When I read the hotel website, it was clear there were different food levels, so I sent note below to agent to confirm that my plan included everything and she confirmed, but when I got there it did not there were extra charges for various food – Exhibit B

• To be told on Sat that the package was not what was promised to customer and respond on Monday with incomplete options and not be able to check hotel website for published rates vs multiple days/ emails to resolve. Exhibit C

• Offer a room only rate on Monday which would have been the preferred option and then withdraw and say it can’t be combined with what I have been charged, after I accept the proposed room only rate of $178 – Exhibit C Additionally, to not advise a customer of a substantially lower room only rate before booking after being told an all inclusive are typically a waste of money because husband is a non drinking/vegetarian and kids eat extremely picky.

• After reneging on $178 room only rate, communicate that Liberty will honor the hotel all inclusive rate of $360 in writing but then decline a week later Exhibit D

This has been a horrendous experience that took up many vacation hours trying to negotiate what was originally promised. I would like the entire vacation re-priced to honor the hotel rate- all inclusive rate of $360 per double room per night which is clearly articulated in the email from the Liberty Travel agent

all supporting exhibts availaDesired Settlement: Libery honor the hotel all inclusive rate that it agreed to via email to me upon realizing that they sold me a different package than the told me.

Business

Response:

We had sent the traveler the below offer on July 8 which she was not happy with. The agent then fought for additional compensation and was able to just get approval to call the traveler and offer $364 cash in addition to the below $364 future travel credit = $728 in compensation. They should be extending this offer to her this week.July 8, 2015: Liberty Travel is bound by contract with all our hotel partners. In this case we approached the [redacted] to see if they would allow us to break our contract and provide us with the approval to charge you the rate difference you had seen on their website. According to the rates and fees there is a difference of $52.00 a nighttotaling $364.00 per room between Liberty Travels contracted rates and the hotels online rates. The hotel has declined this offer as you would have had to book with them directly to secure this rate, if it was available at the time of booking. Unfortunately, we are unable to refund you the difference in fee as the hotel has charged Liberty Travel per the contracted rates. Once again we would like to apologize for your disappointment However, as a gesture of good will Liberty Travel would like to offer the following:$364.00 Future Travel Credit on your next 5 nights or longer air and land or cruise package booked through Liberty Travel.

Review: [redacted] Travel did a terrible job of setting up my honeymoon, and have been selective about when to respond to my emails and phone calls. I could have done better in less time on my own. Our flights were booked under the wrong name, they had us changing hotels in the same city, transfers from the airport did not come, and they ended our time with a tour company one day prior. We were stuck in the middle of Dublin with our bags and had to find our own transportation around town several times. The wrong bus tour was booked as well, which we were charged for. I tried to contact the company before hand, but an email and a phone call was ignored. After I called the supervisor, the agent indicated that she was "too busy" with 400 emails a day to get back to me, and that I should call from now on. I indicated to her that if she was "too busy" for me then perhaps she should have not taken my $5,000 a month earlier. I was also promised an "immediate" reimbursement for some cab fares when I returned that did not happen. This company was sloppy, rude, and did not communicate well. Everything we needed had to be requested multiple times, and I had to deal with the agent (Katie), her team leader ([redacted]), and the supervisor (Lisa) just to get the trip set up correctly. Additionally, a trip delay entitled us to a reimbursement, which [redacted] Travel was to assist with. I submitted a claim 20 days ago, which was approved. I was told we would have a check in 7 to 10 days, which we have not received.Desired Settlement: I would like a refund for the cab ride from the airport to the hotel (as I was promised). The cost was 50 Euros, which is $55.79. I would also like a $36 refund for the bus tour since [redacted] put us on the wrong tour. Additionally, I would like a refund of $1.60 for roaming charges for a phone call I had to make in Europe when their transportation company did not show up. Lastly, I would like their charges of $305.40 for their "services" refunded to me. This is a total of $398.79.

Business

Response:

First of all, we are FC USA Inc DBA Liberty Travel. I am not sure where '[redacted] Travel' came from, but this is a customer of Liberty Travel.Due to some bad weather in the U.S. the clients missed their connecting flight in Atlanta. They had to stay in a hotel in Atlanta for the night which resulted in their missing the private transfer, that had been provided to the customer at no additional cost, in [redacted] the next day. He was instructed at the time of the missedconnection to save his receipts so that he could file a claim with the insurance company - [redacted]. A few weeks prior to leaving on this trip, the client emailed me the agent while she was on vacation and called our store at 8 AM while we were closed. When he did not receive a call back within an hour, he reported to our customer service and was contacted soon after by [redacted]. The client asked to be switched to a different hotel that was the starting point of the CIE tour he was taking. As per the client's request, we changed his hotel and absorbed the additional costs for the upgrade as an act of goodwill for the communication mishap. His flights were booked under the correct names, but the client's first name was not showing up on his electronic ticket. It was fixed within 15minutes. He was booked on the only hop-on hop-off bus tour in [redacted] that we have in our system, but the client claims that there were other bus tours thatwere closer to his hotel.When he returned from his honeymoon, we gave him all the necessary contact information to file a claim with [redacted] for the issues. The taxi fare he isasking for was included in the insurance claim. The fact that he has not yet received his check from [redacted] is something out of our hands at this point. The refund is a reimbursement that he purchased the travel insurance for.

Consumer

Response:

Yes, I called Revdex.com to correct the mistake after I hadsubmitted the complaint. True, it is Liberty Travel; my mistake.The missed transfer in [redacted] was not able to be claimedwith the insurance company. To say it was at “no additional cost” is not true.I gave this company $5,000 and they offered to do it for us. Furthermore, itwas given to us after the agent finally admitted that she overlooked thatportion of the trip. This is the message I received from [redacted] on August12, “Please know we did reconfirm your transfers inIreland prior to your arrival and that we did also contact them to make certainthey were well aware of the change of all your arrival information by bothphone and e-mail. We are so sorry to see you were again inconvenienced bynot being provided the transfers and taking a taxi on your own. Ihave spoken to the transfer company and they assure me that you will have theprivate transfer on the return from the correct hotel. If you feel morecomfortable taking a taxi or the free shuttle your hotel provides , please letme know and I will cancel the transfer. Keep your receipt and I willimmediately reimburse you upon your return for the taxi.” Based on thisinformation, I did NOT include my taxi fare with my insurance claim. I had emailed the agent, who was onvacation. Her auto reply stated she would return on August 4. I waited 3business days for a response to my email. When I did not receive one, I calledto inquire. I did call at 8 AM, which was 11 AM in New Jersey, and later thatday, I did call customer service. I got a return call AFTER I called customerservice to complain. I did ask to be booked at a differenthotel, which was in fact a lower rate. Liberty issued me a refund for thedifference in the amount of $31.06 on July 18, 2015. The statement that thecost was higher is false. If the cost was more, why would they have issued me arefund?The claim that the “wrong name wasshowing up on the ticket” is false. My ticket read “[redacted]”, but myname is “[redacted]”. I have the error and a response via email from theagent dated July 23. There are at least two hop on hop off tours in[redacted]. Here is a quote from http://www.[redacted]sightseeing.ie/citytour.aspx,“There are two routes on the tour, the Original route is 1 hour 45minutes long with 23 stops conveniently located close to [redacted]'s most popularattractions. You can hop-off at any time to go visit attractions like [redacted]Zoo, the Guinness Storehouse or The Book of Kells in Trinity College. Yourguide will point out all the most famous landmarks and points of interest alongthe way, showing you where famous [redacted]ers like James Joyce, Oscar Wilde andSamuel Beckett (among others) lived and spent their time.The second route is through [redacted]’s Docklands, and takes 35 minuteswith 8 stops including The Jeanie Johnston Famine Memorial ship, The Bord GáisEnergy Theatre and The National Convention Centre. You can also hop-off at Stop7 to take a [redacted] Bay Cruise.”The fact that they don’t have it in their system, it a poor excuse andnot my fault. I was charged for a service that was of no use to me. As mentioned above, I was instructed to NOT file for the taxire-imbursement with the insurance company, and that Liberty would reimburse me(the email stated that I would be reimbursed “immediately”).

Regards,

Business

Response:

There seems to be a misunderstanding so I have pulled the email chain between the consumer and our agents and I cannot see the issue. It seems that [redacted], the insurance company, did reimburse him for all of the eligible costs. Also, as per below, he acknowledged but rejected our offer for a free future travel credit .At this point there is nothing else we can do for this consumer. ----------Forwarded message ----------From: "[redacted]" <[redacted]>Date: Wed, Sep 9, 2015 at 9:25 AM -0700Subject: Re: Automatic reply: FW: Airline itineraryTo: "[redacted], [redacted]" <[redacted]>You are making assumptions and again, failing to do "the work". I called [redacted] myself, and they mailed the check to [redacted], [redacted]. I live in [redacted], [redacted]. Like I said, I could have done all of this myself in less time and saved myself some money. Liberty Travel actually has made things worse in many cases. They put a rush on my new check. I'm not interested in travel credit. I wouldn't use Liberty Travel to book so much as a hotel room for me at this point. I think a cash refund is in order. If you do not agree, we can let Revdex.com work it out. On Wed, Sep 9, 2015 at 9:15 AM, [redacted], [redacted] <[redacted]>wrote:[redacted], It is always unfortunate when travel plans do not go as expected. I contacted [redacted] for you and GOOD NEWS.. they have processed your claim and mailedyour reimbursement check on the 26th of August. According to their records, the check has yet to be cashed. All of your transfers were submitted to [redacted] that were reimbursable due to the missed connection through Delta. Unfortunately, [redacted] cannot process a stop payment until the check has been issued at least 3 weeks.Please check your mail again and contact [redacted] if you have not received the check by the 15th of September. Liberty Travel values your business and due to this unforeseen circumstance, we areissuing you a $200 future travel credit. You should receive the futuretravel credit certificate in the mail within the next 7 days. My bestregards to you and your family, [redacted] – Assistant Team Leader[redacted]=================================================[redacted]p:###...⇄ [redacted] Your feedback is important to us. In order to better serve your travel needs inthe future, please click here to share yourLiberty experience. From: [redacted][mailto:[redacted]]Sent: Wednesday, September 09, 2015 11:45 AMTo: [redacted], [redacted]Subject: Fwd: Automatic reply: FW: Airline itinerary Here is the email that I sent to [redacted] asking for reimbursement on August 20. It's been 4 weeks and I heard nothing. I also was told 2-3 weeks ago that I had acheck coming from the insurance company in 7 to 10 days. Again, nothing. You can hold off on the refund for now, as I have filed a complaint with the Revdex.com.They will be in touch with your corporate office. ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Aug 20, 2015 at 11:53 AMSubject: Re: Automatic reply: FW: Airline itineraryTo: "[redacted], [redacted]" <[redacted]>The cab from the airport to the hotel on our first day in Ireland was 50 Euro. See attached. The second one we took from the end of the tour (City Center) back to the hotel is also attached, but I don't think you're going to reimburse that one since weonly paid for two transfers and used one. On Wed, Aug 19, 2015 at 1:06 PM, [redacted] <[redacted]>wrote:Thanks.Can I have another copy of the "re-flight" confirmation from Delta?The insurance company needs it. It's the one you sent to [redacted]initially. OnWed, Aug 19, 2015 at 12:06 PM, [redacted], [redacted] <[redacted]>wrote:WelcomeHome Mr. [redacted]! We hope you had a fantastic honeymoon. We went ahead and started a claim for you through [redacted]. They will be sending you an e-mail shortly detailing theprocess. I just need a receipt for the taxi in [redacted] at the start of your trip. All the additional receipts will be needed by [redacted]. All the best, [redacted] / Team LeaderLiberty Travel=================================================[redacted]###-###-#######...⇄ (Fax)[redacted]Your feedback is important to us. In order to better serve your travel needs inthe future, please click here to share your Liberty experience.THINK GREEN: Please consider the environment before printing this email. From: [redacted][mailto:[redacted]]Sent: Wednesday, August 19, 2015 1:38 PMTo: [redacted], [redacted]; [redacted], [redacted]Subject: Re: Automatic reply: FW: Airline itinerary Apologies,I forgot to attached two additional receipts for transportation while inAtlanta (Uber). OnWed, Aug 19, 2015 at 10:34 AM, [redacted] <[redacted]>wrote:Greetings. Please find attached receipts for the incidental costs incurred due to our trip delay in Atlanta. We were stuck for 24 hours and were not able to get our bags.It appears based on the travel insurance policy that we are also entitled to some additional compensation for the time lost in [redacted], during which we hadpaid for one night of hotel and a hop on hop off bus pass. However, the bus pass we were given was not the right one for the part of town in which we werestaying, so I'm not sure if that refund should come from Liberty or the insurance. I have receipts for our bus fare that we had to pay to get into andout of City Center in [redacted] as a result. Please let me know if you need those receipts as well. I'm working on the other receipts that Liberty will be compensating us for too and will have those to you in a separate email. Regards, [redacted]

location: [redacted] office.
the agent with whom we booked, did not seem credible, however, I gave him the benefit of the doubt and plus, I am a returning customer of liberty travels so I said, why not-how bad can it be. ive used them before but with an office in NJ to book vacations and it was a very pleasant experience so I decided to give my local travel agency the business.
long story short
, we were told that if we purchased trip insurance, we would be able to cancel for any reason. then come to find out, after we tried to cancel, that we needed a covered reason.... AND that there were two different insurance packages when we were told of only the one. no cancellation disclosures/brochures were mentioned nor were they given at the time of the booking, until, of course, after the obvious.
I called liberty travels headquarters in NJ to make an complaint. the next day a customer service rep from headquarters called me back and they told me that they spoke to the manager personally (who was apparently out of the country on vacation)and she (the manager) would be calling me... that was two days ago and still no phone call from said "manager".
we are disgusted with how the policies/customer service operates with this company. the agent who helped us book our trip told us he would call the following day, after a telephone discussion. the next morning I attempted to send the agent an email showing the price comparison of a resort from a different location and received an out of office reply from both the agent and his manager. I assume schedules are made in advance so why would you tell paying customers that you would "work on it with your manager tomorrow and will call you tomorrow" when you werent even scheduled to work PLUS your manager is out of the country?
we want a FULL refund. our experience has been nothing but complete aggrevation. noone has called when they said they would, including corporate headquarters in NJ. Yesterday I spoke with someone at headquarters and supposedly all the managers were in a meeting.... all? then why did he answer the phone and introduced himself as a manager? makes no sense. in any event, I was told that someone would call me within minutes... and noone did. what a shocker.
the insurance package was NOT explained thoroughly, nor was any supporting insurance paperwork given at the time of booking, outlining the cancellation policies etc. they just wanted a booking and thats exactly what happend. we feel robbed. we want a full refund.

Review: We received a brochure by mail that described a travel package "Euro Breaks" to London for $799.00. Airfare and 3 nights at a 5* hotel. (offer iD 4134 ). Travel dates 3/10/2016-3/13/2016....must be booked by 9/30/2015 . Immediately (Sept. 28, 2015) called agency [redacted] and was told to go to our local Liberty travel because they don't handle it. Went to Liberty Travel in Massapequa, NY and was told that they couldn't book us but they would call headquarters. Headquarters called back to say that the cost for that plan would be about $400.00 additional and was offered a different plan.

We are only interested in the plan offered by the brochure.Desired Settlement: We ask that Liberty discontinue this advertisement.....and give us an explanation as to how this plan actually got into an advertising brochure. We were more than willing to travel on those three specified days....but nothing was said about additional costs.

Business

Response:

Thank you for writing to us, however we have many promotions and brochures. I checked with our marketing manager and we cannot determine, based on this complaint, what the consumer is referring to. Can you please request a copy of this specific advertisement in question so we can see exactly what is being offered and look further into this?Many thanks!

Review: My wife and I contracted Liberty Travel for our trip to Italy. In addition to booking our airlines and hotels, we asked them to book tour excursions during our trip. They booked a tour in Rome for the Colesseum/RomanForum with Carrani tours which was scheduled for July 22, 2014 at 2:30. When we showed up for the tour, the company claimed that our names were not on the list. When they looked at the papers they said our tour was scheduled for 7/23/14 which was not the date we contracted. We asked them to check further and were then told that there was no record to tour with them on either of those days. At that time we purchased a tour with the company and paid them an additional 72 euros.We also booked a tour with them for [redacted] for July 27, 2014. The travel agent told us that we would have to take a short bus ride from our hotel in Poisitano to Sorrento to meet with our guide by 7:45 AM. When we inquired at the front desk about transportation we were told that the buses do not run that early on a Sunday morning and that we were unable to meet up with the tour. At that time, we booked another tour from the hotel. I emailed Liberty Travel the day before the scheduled tour to tell them to cancel the tour. I was advised that there would be a penalty because I was cancelling. I explained that I had to cancel in that we could not get transportation to the tour as was advised by Liberty, something as skilled travel agents they should have been aware.When I returned to Oceanside I went in to discuss this matter with Liberty Travel. They did not want to accept responsibility for either tour mishap. They claimed that the tour companies would not reimburse them. Our problem was not with the tour company but with Liberty Travel not properly booking the tours for us. We believe Liberty owes us $270 for services not rendered.Desired Settlement: a return of $270 for payments made to Liberty for services not rendered.

Business

Response:

One of our agents spoke with Mrs. [redacted] after she returned from her trip to Italy: She did say that she had an issue with the tour in Rome saying that she thought it was on the 22nd. I asked her if she picked up her documents before she left for her trip, and she said she did. I looked in the Calypso system and she was booked for the 23rd. I investigated this further with Calypso and they said that they have a note in the system from the tour company that the client did show up for the tour on the 22nd instead. The client stated that she paid for the tour on the 22nd out of pocket, so I asked her if she could get me a copy of that receipt so I could forward on to the tour company for reimbursement but she said she did not feel she should have to give me that. I proceeded to email the tour company anyway to ask them if they have a record of Mr. & Mrs. [redacted] taking the tour on the 22nd but I have not heard back from them yet. I did tell Mrs. [redacted] that I would contact the tour company in Rome on her behalf. The response is still pending.We also booked a tour in Sorrento for the [redacted]'s that they said they were unable to attend because of lack of transportation to thetour. I did express to the [redacted]'s that they would need to make their way to the tour meeting point in Sorrento from Positano. Public transportation was discussed and we told them that they would have to speak to the concierge at the hotel about transportation. Mrs. [redacted] said that they could not take the bus on the day of the tour as it was a Sunday and the buses did not run that early. I did ask her if their was cabs available and she said their were but she did not want to incur the expense. I offered Mrs. [redacted] a $160 future travel credit for that excursion as compensation for missing the trip. I did express my sincerest apologies for the experienceshe had in Italy.

Consumer

Response:

I am rejecting this response because: the only way we can get $160.00 is to conduct business with them again. When we checked in with the Calypso tour group, they did not have a record for us for either day even though we advanced Liberty Travel the money for the tour. That is the reason I had to purchase a new tour. Calypso would have accomodated me if they had a record for the twenty-third of July.

When I spoke with the agent prior to the trip, I was told that I could take public transportation. The cost of a taxi was more than the cost of the tour.

Regards,

Business

Response:

The tour company in Rome does have record of her showing up a day prior to her scheduled tour so I am not sure why she is saying they did not, they have notes in the booking that she showed up for the tour on the incorrect date.As far as the tour in Sorrento, the consultant told her that there was public transportation, but she also told her to speak to the concierge at the hotel as far as times. The tour clearly states that she had to make her own way to Sorrento. She had a way to get to the tour, she choose not to take that option because of cost. For that we are willing to offer her a credit on this tour but we cannot offer her a refund. The client had all of her documents which we went over with her before her trip. The documents clearly state the dates and times of the tours and that she was to confirm these tours at least 24 hours prior to the tour departure. They also state where and when to meet the tours.We understand that the client is not happy, but we do feel we offered a fair resolution.

Review: I am reaching out due to an issue with our honeymoon t[redacted] asked [redacted] (Lawrenceville) and [redacted] (corporate)for a refund covering our beach excursions since the hotel beach was unuseable. Here is part of my original e-mail to Lawrenceville rep [redacted] after the trip: "The downside (about the hotel) was that we were pitched a few times about participating in their timeshare, which wasn't something we expected (or appreciated as it is very tacky) on our honeymoon. In addition, when we booked the hotel with your associate, we stressed that our #1 desire was to be located on a beach we could enjoy. (My parents have a pool that we use every week, so I definitely didnt go to Mexico to use the hotel pools.) The beach at our hotel was basically unuseable and it appears they were trying to put down some type of matting to go over all the rocks. In turn, we had to pay $75 per day to use the local beach ($50 for the taxi ride and $25 for an umbrella and chairs). We spent three days there, as that was the entire reason we booked our trip. On that note, we are hoping Liberty could provide us with a credit for the cost. This was something we did not anticipate having to pay, based on [redacted]s reassurance that we could use the beach at [redacted] Otherwise, we would have booked elsewhere."Desired Settlement: [redacted] offered a $200 credit towards a 5-day trip in the future, which is not acceptable. We paid a lot of money for a trip that was not what was promised and was supposed to be a wonderful honeymoon. We'd like a refund of $225 to cover our additional expenses. Not to mention, we also spent $20 on food two of the days, which would have been included at the hotel.

Business

Response:

I see that our agent offered the traveler a future travel credit which was not accepted. We reached out to the hotel and they pulled the file and have no record of any complaint during their stay otherwise, as the hotel assures us, they would have acted immediately to assist. The beach was open and the hotel was not made aware of any issue or discomfort. We also do have a 24/7 assistance hotline for all of our travelers should they need to contact us over any issues they may have, but we did not hear from them until their return which is why we offered a future travel credit.

Consumer

Response:

Review: [redacted]I am rejecting this response because:As mentioned to the staff at your Lawrenceville location ([redacted]) and at the corporate level ([redacted]), we did complain multiple times at the hotel at both the VIP/Guest Services desk and at the front desk. Each time, we were then asked to attend their timeshare breakfast at their new hotel and told the beach there was better. However, we were NOT interested in sitting in on a timeshare meeting and tour all morning long on our honeymoon. Plus, they said we'd have to catch a 7 am shuttle. My husband, who is also my caregiver since I have rheumatoid arthritis and use a wheelchair, wasn't willing to wake up at 5 am to get us both ready. No one would ever tell us where we could find another beach.Secondly, every time we went to the Liberty Travel desk at the hotel, NO ONE was there. Eventually, the gentleman from [redacted] felt so bad for us and saw us come to the desk so many times, he told us to use the [redacted] public beach. Going forward, I know to book through Apple!Third, how can we use your 800 number when our cell phone service costs a lot of money per minute??? And what would that have solved anyway? The beach was rocky and unuseable. I was extremely clear when I booked the trip that my #1 request was a useable beach and your staff failed to deliver. I see Liberty Travel could be getting kickbacks from the hotel for getting people to buy into their timeshare. We got asked about 5 times to buy into it. Thank you for treating our honeymoon as if it didn't matter. I am disappointed in you.Regards,[redacted]

Business

Response:

We are sorry to hear the client is still not satisfied. I spoke with our customer service department and they are willing to increase the future travel credit to $300 but that is a final offer since there was no record of any issues until after the trip.

Consumer

Response:

Review: [redacted]I am rejecting this response because:We did make multiple complaints at the Guest Services Desk and the Front Desk. Please re-check your records and get back to us. Also, are you aware [redacted] is working on this case too? [redacted] is handling it on my behalf. Evidently, Liberty Travel has many people complaining now. See here: [redacted]Have you ever had a honeymoon? Just wondering what you would have felt like in our shoes.Regards,[redacted]

Review: Liberty Travel offered me a vacation package that included a Ocean Front Suite with a separate bedroom for Valentine's Week in [redacted], show us images of this suite, quotes us a price, charged us for this option then when we got to the destination was given a one room suite. Had to spent Valentine's Week in the same room as my 12 and 16 year old. Contacted Liberty immediately. Was told that they made a mistake when they put it in there computers system. Not sure how I could have been billed for it if it was not in there computer system. Spent my vacation fighting with liberty, did not sleep, have experienced high levels of stress and anxiety of situation since. Since this was a package vacation, I was shown, described and charged for one thing and was given another and how they effected my vacation and the fact they admitted to it being their mistake . I was offered and charged for one thing and received another. If this was a product I would return it. I never would have booked a vacation on Valentine's week where I would have to stay in the same room and sleep with my 12 and 16 year old children. I sent them a letter and gave them 7 business days to respond in writing for my request for a full refund. They called me and made two offers, the first was to pay me a credit of $240 and a travel voucher off $400. the second offer they made over the phone was the same $240 credit and an $1100 travel voucher, I declined both and said again that I wanted a full refund. What they gave me was not what we were offered, was not what I paid for and they admitted they made a mistake. Therfore I want a full refund

Business

Response:

Our customer service team has been trying to work with this traveler and has offered compensation as per below, but he has declined every offer. Please see below email chain. We have offered cash plus future credit for travel. We are unable to refund the entire trip since all goods and services were utilized. They traveled and stayed in the hotel the entire time, its just that they were booked into the wrong room type which we are trying to compensate them for. The hotel could not move them during their stay but also provided complimentary services as explained below. We are offering as much as we can to satisfy this client. _____________________________________________________________ Iask you not to email me back unless Liberty was ready to give me a full refundof my Vacation Package. Iwould prefer that Liberty stood up as a reputable company and did the rightthing. I would prefer not to continue my stress and anxiety over being a victimof consumer fraud, but it looks like Liberty would like to continue with thisprocess Iwill continue with my list and let the judicial system decideSent from my iPhone We apologize once again for your disappointment with our offers.We have reviewed your situation with our legal department to see what furthercan be done to help resolve this matter. After careful reviewLiberty Travel will be offering the below compensation as final compensationfor this inconveniences: ? $5178.00 (total value paid for Beaches Negrilfor 4 nights) Future Travel Credit on your next 4 nights or longer air andland or cruise package booked through Liberty Travel. Thisfuture travel credit offer is good for one year from today’s date, isnon-transferable, has no cash value and is based on availability. This letter cannot be used as a deposit on a package. Please note thisoriginal letter must be presented at the onset of booking otherwise this creditwill not be valid for that trip.We hopethat you will reconsider accepting this offer. Sincerely, Dawn. You keep referring to the fact that the facilities onproperty were used as a reason for not refunding my money. I had no choice inthe matter, was I supposed to take my family away from the resort and stay onthe side of the road until my plane left 4 days later. Your product is a vacation package, it is not my fault I cannotreturn it, and I had no other choice once I was there. If I purchased an item from a store, was told by the sales personit was the correct item, was shown a visual picture on a computer screen of thecorrect item and it was verbally describe to be what was on the screen by thesales person, and then took it home and took it out of the box and it wassomething different I would return it and I would get a refund. I am not sure you guys get what you did, you offered, describe andshown me a specific product then sold me another. Liberty as admitted tothese facts. Let me make this clear, I WOULD NOT HAVE NEVER BOOKED A VACATIONPACKAGE WHERE I HAD TO SLEEP WITH MY 12 AND 16 YEAR OLD CHILDREN ON THE WEEK OFMY WIFE's 50 BIRTHDAY AND VALENTINE'S WEEK. So this package you mistakenly gave me was and is worthless to me.None of the benefits of a vacation for me was recognized, none. You keepcoming back with partial compensation like some how it was just an inconvenienceto me. On the contrary, it had and still is causing me stress andanxiety. This experience you put me through caused me mental pain andsuffering. Do you understand, please take a minute and put yourself in myshoes, if you are married and have children you may understand. I am willing to let a third party's look at this and come up withtheir own conclusions, I do not know if you have talked with legal counsel yet, this isclearly defined by NJ as "Consumer Fraud" You do not need to have intentionally committed fraud for it to belegally defined as fraud, there is something called "affirmative misrepresentation" this means An affirmative misrepresentation is a statement of fact that is untrue.It does not matter whether the party making the statement knew that it wasuntrue. If the statement is untrue, then it is consumer fraud. Thus unliketraditional concepts of fraud which require an intentional misrepresentation(i.e., a "lie"), consumer fraud may be a negligent, unintentionalmisrepresentation. When this is found to be true What are the penalties for a violation of the New JerseyConsumer Fraud Act?a. Treble Damages.If a jury or a court determines that a party has committed an actof consumer fraud, then that party must pay three times (3X) the amount ofdamages awarded to the other party. For example, if a party is found to havecaused $50,000 in damages, under the Consumer Fraud Act that party must pay$150,000 in damages. Note that trebling of damages is mandatory. The court hasno discretion on this point.It should be noted that insurance policies do not cover fraudclaims – including consumer fraud claims. Thus, although an insurance companymay defend a party in a lawsuit that includes a claim for consumer fraud, theinsurance company likely will not pay the treble damages or attorney feesawarded under the Consumer Fraud Act.b. Attorney Fees.If a party prevails on a claim under the New Jersey Consumer FraudAct, then the other party must pay the first party's attorney fees. In somecases, the attorney fees are more than the damages.In a fairly recent case, the New Jersey Appellate Division ruledthat even where the party fails to establish any damages at trial due to theclaim of consumer fraud, the party is still entitled to attorney fees. Thus, aparty could have zero dollars in damages and still be awarded $100,000 inattorney fees.SeePerez v. Professionally Green, LLC, 2011 N.J. Super. Unpub.LEXIS 2588 (Unpublished) (Awarding attorney fees after plaintiff's consumerfraud claims were dismissed by way of directed verdict at trial). Here is the link to read http://www.avvo.com/legal-guides/ugc/in-a-nutshell-the-new-jersey-consumer-fraud...⇄ I am willing to let a judge or jury decide, are you willing toincur such cost when you know you are wrong? Please do not contact me again unless you are willing to refundthe entire amount of the vacation package. Wallace Rogers -------- Original Message--------Subject: RE: FW: Beaches NegrilFrom: "Tuccio, Dawn" <[email protected]>Date: Thu, February 26, 2015 2:48 pmTo: "'[email protected]'"<[email protected]>Cc: "Banks-Jones, Geneva" <[email protected]>,"Kelly,Jennifer" <[email protected]>Dear Mr. Rogers: Thank you for taking the time to respond to our email. We would like to apologize for your disappointment with ourresponse. We hope you understand that Liberty Travel and your consultantare sincerely sorry for the inconveniences you experienced due to our error. Please know we have reviewed your requests and have made thedecision to revise the previously made offers. Although we do understandyour frustration and disappointment, we are unable to offer a full refund asthe facilities on property were utilized. However, we are happy to beable to provide the below revised compensation offer for your inconvenience: ? $2589.00 (50% value of your land) FutureTravel Credit on your next 3 nights or longer air and land or cruisepackage booked through Liberty Travel. Thisfuture travel credit offer is good for one year from today’s date, isnon-transferable, has no cash value and is based on availability. This letter cannot be used as a deposit on a package. Please note thisoriginal letter must be presented at the onset of booking otherwise this creditwill not be valid for that trip. OR ? $1294.50 (representing 50% of the value of twonights) refund back to original form of payment. Should you chose the option ofthe refund above we will have our office process itimmediately back to original form of payment. The offers above are in addition to the $241.00 refund we hadadvised previously. Mr. Rogers, we hope that with the above revised offers we are ableto restore your faith in Liberty Travel. Thank you once againfor taking the time to respond to my previous email. Sincerely, --Dawn Tuccio | Coordinator | Customer Excellence | FCUSA 69 SpringStreet | Ramsey, NJ 07446 | t: 201-934-3897 | e: [email protected] From: [email protected] [mailto:[email protected]]Sent: Thursday, February 26, 2015 12:23 PMTo: Tuccio, DawnCc: Banks-Jones, Geneva; Kelly, JenniferSubject: RE: FW: Beaches Negril Dawn, On Feb 16, 2015 I sent you a letter asking for a writtenresponse in 7 business days or I would start with a list of remedies. Yesterdaywas the 7th business day. Therefore today I filed a complaint with the betterbusiness bureau. You should be hearing from them in the next couple of days. If I do not receive a full refund due to this complaint I willmove to the NJ Attorney Generals office, division of Consumer Affairs and filea complaint, if I do not receive a full refund after that I will hire anattorney to sue Liberty Travel for a refund plus pain and suffering. I will also spend time and money posting and promoting posts onSocial Media sites explaining my true and honest experience with LibertyTravel. I am not sure if you understand that this was not just aninconvenience, I would have never booked a vacation on Valentine's weekendwhere I would have to sleep in the same room as my 12 and 16 kids. Your mistake did not just make my vacation inconvenient, itcompletely ruined it. My stress and anxiety started as soon as I walked intothe room and discovered you sold me something different than was discussed andagreed upon, again that trip would have never been booked by me with onlyone room. I am prepared to follow through with this as long as it takes.Liberty needs to ask itself if they were at fault, (Which you, Kelly and Evahave already stated) and take responsibility for it by issuing a fullrefund. As a result of this I have not been able to sleep since my time inNegril , I am experiencing high levels of anxiety from this situation and thelonger it goes the worse it is getting. We came to Liberty because you are professional and we wanted tomake sure that nothing went wrong, we knew we would pay a little more by usingyou instead of booking things ourselves but used you to make sure everythingwas right. This was supposed to be the big vacation my kids remembered forthe rest of there lives, it was also the week of my wife's 50 birthday and itwas Valentine's weekend. This was no vacation, and my kids sure will rememberit because they dealt with their father's extreme stress and anxiety the wholetime we were there. By the time you deal with these complaints with the betterbusiness bureau, NJ State Attorney Generals office, fight a Law suite anddealing with negative Social Media hype, you might think it would have been agood idea to take responsibility for your mistake and make it right. None of the things I plan on doing to help you make the rightdecisions are threats, they are going to represent my real and true experienceswith Liberty Travel. I am an IT Manager and spend all day everyday online, andwill promote my experience forever. If Liberty Travel decides that they will not take responsibilityfor their admitted mistake, I do not think there will be a need for directcommunications after this, you will be dealing with the Revdex.com,Attorney Generals office and my attorney. Can't anybody or business do the right thing anymore, it'ssad Wallace Rogers -------- Original Message --------Subject: FW: Beaches NegrilFrom: "Tuccio, Dawn" <[email protected]>Date: Thu, February 26, 2015 11:41 amTo: "'[email protected]'" <[email protected]>Cc: "Banks-Jones, Geneva" <[email protected]>,"Kelly,Jennifer" <[email protected]> Dear Mr. Rogers, On behalf of Liberty Travel I would like to thank you for takingthe time to speak with the Team Leader in our Vineland, New Jersey. We would like to express our sincere apologizes for the inconveniences you hadexperienced. We never like to hear that a customer has experiencedproblems while traveled. We have looked into your file and although you did sign for theCaribbean Beachfront Concierge Suite we acknowledge that the error was on ourend. In human error the consultant booked the Caribbean BeachfrontConcierge Suite which was in our inventory instead of the Caribbean Beach FrontOne Bedroom Concierge Suite which was on request. We take fullresponsibility for this error. When the error was discovered your consultant did all she could toget you upgraded to the appropriate room category, however as it was highseason the hotel was unable toaccommodate you in the appropriate room category. Please accept oursincere apologizes for this mistake. While on property we didcontact our representatives at Beaches Negril to see what could be done on yourbehalf to help with the disappointment. The representative at BeachesNegril advised us that they provided a Complimentary Massage (a $250.00 Value)and a Complimentary Cabana Rental (a $150.00 Value) to use during your stay. Whenreviewing your file and breaking apart the package we see that you only werecharged for the Caribbean Beachfront Concierge Suite in the amount of $5176.50for the four nights. However as your consultant had advised you that youwere charged the higher price of $5417.50 we are going to honor the refund of$241.00 that she stated would be refunded. In regards to the pricedifference advised to you while on property, I have attached below a screenshot of Beaches website for the same time period Wednesday-Saturday in 2016 toshow the true price difference between categories as provided by Beaches Pleasenote that it is also the same promotion you were booked on this year and therates below show there is only a $219.00 difference between the CaribbeanBeachfront Concierge Suite and the Caribbean Beachfront One Bedroom ConciergeSuite. In your letter you have asked for a full refund for the error incategory, however as both the room and facilites were utilized we are unable torefund your land in full. As a good will gesture for your inconvenience anddisappointment with Liberty Travel would like to offer one of the below optionsin addition to the below compensation previously offered by Beaches Resorts:? $1294.50 (value of one night) Future TravelCredit on your next 3 nights or longer air and land or cruise packagebooked through Liberty Travel. Thisfuture travel credit offer is good for one year from today’s date, isnon-transferable, has no cash value and is based on availability. This letter cannot be used as a depositon a package. Please note this original letter must be presented at the onsetof booking otherwise this credit will not be valid for that trip. OR ? $647.25 (representing 50% of the value of one night) refund backto original form of payment. Should you chose the option of the refund above wewill have our officeprocess it immediately back to original form of payment. Onceagain I want to extend our sincere apologizes for the inconveniences this errorcaused to you and your family. If you can please let us know whichoptions you would like to accept on behalf of your family. Please knowthat Liberty Travel has been in business over 60 years and we prideourselves on delivering amazing travel experiences with every booking. We can only hope that with one of the offers above that you will allow usanother chance to show you our services are second to none. Sincerely, <image001.png><image002.png><image003.png><image004.png>...⇄ Tuccio / CoordinatorFC USA Inc================================================================Customer Excellence69 Spring StreetRamsey, NJ 07446201-934-3897 (Internal 603897)201-934-3651 (Fax)[email protected]============================================...⇄ Brands: Liberty Travel, GOGO Vacations, Worldwide Traveler, FCm Travel Solutions, Corporate Traveler, Stage and Screen, DiscountCruises.com, FlightCenter.com,HotCaribbeanDeals.com,Travel Associates, cievents<image007.png><image008.png> From: [email protected] [mailto:[email protected]] Sent: Monday, February 16, 2015 4:22 PMTo: Kelly, JenniferSubject: Jann and Wallace Rogers - Beaches Nigril Kelly, I have attached a summary of the problem with the trip that wasbooked by you through Liberty Travel. This is really for your Management and or Liberty Travel CustomerService. Please forward this who deals with customer problems. I would like a confirmation of when and to whom you forward thisto since it includes a time sensitive request in it. Thank you Wallace Rogers

Consumer

Response:

I am rejecting this response because:As I stated in my complaint, Liberty Travel Offered me a Vacation Package that included a Suite with a separate bedroom. The described it, showed us a picture of it and gave us a price for it. That is the option we chose and paid for. Somehow, in there system or by human error they booked us in a 1 room suite that I had to spend with my 2 children (12 &16) on Valentine's week. We notified them immediately when we arrived. This was not merely an inconvenience but completely ruined my vacation and as a matter of fact gave me just the opposite of a vacation. They admitted to their mistakeand have tries to negotiate with me on a portion of the cost of the Vacation Package to compensate me for their mistake. This is not acceptable, I ask for a full refund of the cost of the vacation package. This incident rises to the level of the New Jersey law on consumer fraud as it pertains to "affirmative misrepresentation" which states "An affirmative misrepresentation is a statement of fact that is untrue. It does not matter whether the party making the statement knew that it was untrue. If the statement is untrue, then it is consumer fraud. Thus unlike traditional concepts of fraud which require an intentional misrepresentation (i.e., a "lie"), consumer fraud may be a negligent, unintentional misrepresentation"When a business is found to have conducted "affirmative misrepresentation" When this is found to be true What are the penalties for a violation of the New Jersey Consumer Fraud Act?a. Treble Damages.If a jury or a court determines that a party has committed an act of consumer fraud, then that party must pay three times (3X) the amount of damages awarded to the other party. For example, if a party is found to have caused $50,000 in damages, under the Consumer Fraud Act that party must pay $150,000 in damages. Note that trebling of damages is mandatory. The court has no discretion on this point.It should be noted that insurance policies do not cover fraud claims – including consumer fraud claims. Thus, although an insurance company may defend a party in a lawsuit that includes a claim for consumer fraud, the insurance company likely will not pay the treble damages or attorney fees awarded under the Consumer Fraud Act.b. Attorney Fees.If a party prevails on a claim under the New Jersey Consumer Fraud Act, then the other party must pay the first party's attorney fees. In some cases, the attorney fees are more than the damages.In a fairly recent case, the New Jersey Appellate Division ruled that even where the party fails to establish any damages at trial due to the claim of consumer fraud, the party is still entitled to attorney fees. Thus, a party could have zero dollars in damages and still be awarded $100,000 in attorney fees.SeePerez v. Professionally Green, LLC, 2011 N.J. Super. Unpub. LEXIS 2588 (Unpublished) (Awarding attorney fees after plaintiff's consumer fraud claims were dismissed by way of directed verdict at trial). Liberty Travel has admitted to selling me one Package and giving me another, all I want them to do is take responsibility for their "affirmative misrepresentation" and refund my money. They keep offering me travel Vouchers, which I do not want, the last time they made me an offer if was for over $5500, the total cost of my trip was $7700, they are about $2000 away from just doing the right thing and not screwing one of their customers and yet they want to play games. I would like to know on their side who is willing to take a 30k-40k gamble over $2000. Since they have admitted to making the mistake and the law clearly states that treble damages are automatic and they will be responsible for my lawyer fees, they are risking paying out 30 to 40 grand, for 2000, I don't get it. Whom ever is on the Liberty Side reading this, you are really willing to fight doing the right thing, risk a large payout and screwing one of your customers, really for what?

Business

Response:

Liberty Travel has done another review of your file and have decided to increase our offer to the below: $7975.00 (total paid for air and land) Future Travel Credit on your next 4 nights or longer air and land or cruise package booked through Liberty Travel. This future travel credit offer is good for one year from today’s date, is non-transferable, has no cash value and is based on availability. This letter cannot be used as a deposit on a package. Please note this original letter must be presented at the onset of booking otherwise this credit will not be valid for that trip.

Review: My wife and I booked a vacation with a GoGo travel consultant in December 2013 and and have a paid confirmation receipt dated March 14, 2014, which list the accommodations as a Mediterranean Honeymoon Ocean View Club Level Suite. This was at Sandals Grande Antigua.

Upon check in a Sandals Resort personnel explained that their reservation system reflected a Caribbean Honeymoon Premium Room. We spent the entire first day of our vacation in the lobby or office of the Guest Services Director trying to have the situation rectified. We were unable to contact our travel agent or any GoGo representative in the United States who could assist with this error. While Sandals representatives were empathetic to our plight the best they could offer was a one level upgrade to a Caribbean Grande Luxe Poolside Room ... yes, this was an upgrade, but 13 category levels below what we paid for and had expected. This trip was to be a dream vacation for us to celebrate our 25th wedding anniversary. We tried working with the travel agent directly to no avail. Next we tried to utilize the credit card company, Discover, to help negotiate a settlement. We are still unable to bring this matter to a close 4 months after our trip. We have fully paid our deposit and our airfare, and those charges are NOT in dispute.

The charge in dispute is $2572, which is the balance of the accommodations (total cost $2572 + $200 deposit). Sandals provided us with a pricing chart; from this we feel that the balance due should be $1928. While on the trip GoGo did try to offer us a candle light beach dinner valued at $170 ... a very nice gesture ... but the offer was presented to us far too late to take advantage of. Sandals provided the amount as a credit at check out. The only other offer provided to date is for future travel credits with GoGo. At this point we would just like a proper refund/credit and to move on from this unfortunate debacle.Desired Settlement: Simply a mutually agreeable credit providing us a refund for the difference in the value for what we paid for, and what we received. Based on information provided to us by Sandals we feel it should be $644. The charge is still in dispute with Discover ... we would like the charge from GoGo of $2572 to be voided, and a new charge of $1928 applied to settle this matter once and for all. We are hopeful for a quick resolution to put this matter behind us.

Business

Response:

In reference to this dispute, the cardholder did indeed dispute this charge with Discover so we have been working with the card issuing bank to provide proper documentation to support our efforts in relation to this matter. The cardholder had paid $200 and $2572 for the land portion of this trip. Upon arrival at the hotel the cardholder was put in the wrong room category for the first night of the trip. The very next day the hotel upgraded them to a higher room category than the one initially purchased. The hotel also gave them a complimentary candlelight dinner on the beach as compensation for the first nights mistake. This was valued at $170. We as the agent also offered $200 as a future travel credit, but they did not reply to us that they wanted it.

The cardholder stayed for the entire trip and the issue was resolved by the hotel while the cardholder was on the property. Additional compensation was also provided to them by the hotel and offered by us.

Consumer

Response:

I am rejecting this response because:

This is certainly a very discouraging process as I have not been able to speak to the vendor directly. GOGO will not get on the phone with my wife or me, I can only speak to the travel agent, who I assume is an independent contractor working for GOGO/Liberty Travel.

Again, I will reiterate that I appreciated the goodwill gesture of the candlelight dinner ($170 value). It was a nice token to make up for the lost first day of our trip ... remember we spent nearly the entire first day trying to contact GOGO and the travel agent from Antigua to no avail while the resort tried to determine how they could accommodate us. The gift was offered literally a half hour before dinner reservations we already had with another couple. And also remember, this is a fully inclusive resort ... our dinners were included.

Sandals Resorts have numerous "levels" of accommodations. We booked and paid for one of the most luxurious, we received one of the least. The difference in the room is comparing a suite in a four-star hotel to a nice, clean room in a motel chain. Yes, we were on the same grounds, but experience was not what we paid for. Yes, we were upgraded 1 level, but remember this was still a dozen levels below our contracted room. Also, Sandals management provided the upgrade as their gesture for our inconvenience and disappointment ... it was not provided by GOGO.

Sandals staff was very helpful through our stay. They brought us to what should have been our room to demonstrate the differences, as well as providing the master pricing chart showing each of the different levels of accommodations. I am looking for nothing more than that calculated difference ... $644. GOGO has already credited my card $250. Please just credit me $394 and lets call it a day and we can both go on.

Business

Response:

At this point there is nothing further we can do since the credit card company is currently involved and investigating this matter. We have sent all correspondence to the cardholders bank for review.

Consumer

Response:

I am rejecting this response because:

The reply from Liberty Travel / GOGO Vacations is absolutely

ludicrous, as they are already very well aware that the credit card company has

already taken the matter as far as they can. The entire charge was posted to my

account, and then the $250 refund from the merchant was credited … that is even

stated in my last reply.

This is a simple bait & switch scenario where I

paid for one item and I received another. At the very least, it is an

overbooking error. In either case, I believe I am being more than fair in my

calculation of what is owed. I cannot imagine that this is not settled already …

Is my only recourse the NJ Department of Consumer affairs or a small claims

case for a few hundred dollars? I await your reply.

Review: To whom it concerns I would like the owner of your company/corporate to see this email, I had the most horrible family vacation to my brother wedding, I booked through liberty travel ( Debbie [redacted]) in which she was not very help full at all I tried reaching out to her many times she was not available there was someone by the name sherry she was very nice on the phone when me and another guest Irene called her long distance on our cell phones when we a few days after arriving to mexico and she tried helping my confirmation number was [redacted] there was total of 5 ppl my mother [redacted], Husband [redacted], daughter [redacted] and son [redacted] not 7 ppl as they had down at the hotel I booked 2 rooms Garden View expecting to see a garden view in which it was under constructions so we had no view we also request building 7 we were not in building 7 with our family when we arrive to the hotel ( [redacted]) they had no reservation for us they had no rooms for us we had to wait over 3 hours for a room my kids were so upset could not eat until we could get log in finally a person by the name Daniel and George help get us registered in there system told us he could only put us in building 4 and he was sorry the company(liberty Travel) in which we booked did not send them any instructions I showed him my print outs of everything confirming what I was say remind you I booked this reservation since feb 2015 and made my final payment in April 2015 so how could they not have my information they showed me a list of ppl liberty travel sent them my name was not on this list I spent so much time at their desk every day me or my family did not get to enjoy our vacation there I explain to them my room was having issues with the AC me and my mother room was the same thing, there was a flood in my room I had to clean also the first day there the lights were giving problems, we also had water bugs I spoke to manager name [redacted]Desired Settlement: I would like to be fully refund and for the future ppl in which DEAL with Liberty travel understand you need great customer service I am up set this was not a vacation for me and my family I didnt get to enjoy my brother wedding the way we were suppose too due to all these issues didnt really get to enjoy the resort either because I was always at the desk trying to find out who was the manager that could help me I just can believe I went threw all this on vacation me and my family didnt deserve this I DONT think anyone should go threw what I went threw

Business

Response:

The agent has been in touch with the clients Charlene and Irene from the Wedding Group this was booked with. When they checked in on 7/16/2015 the front desk could not find their reservation and said they had cancelled their room because they thought they were a no -show even though it was only 5pm. They were booked as part of a large group and they called us and left a message after hours. First thing in the morning, my staff contacted the hotel and we were told that all was ok and the front desk manager at the hotel apologized to them for their error at check-in. We did provide the full rooming list to Susan the [redacted] manager at the hotel when the group was booked. We reached out to the client and to the hotel to be sure they were taken care of. We did not hear back from them again until they returned last week.I spoke to both of them last week and asked them to provide the details of their complaints so I could forward this to the hotel for investigation as per our Customer Service recommendation. They did receive the room they booked but they were unhappy with the air conditioning, some water leaked into their room,location/view, etc. The entire group requested to be in bldg. 7 and the hotel was aware of this and they were told that the request could not be guaranteed but the hotel would do their best to accommodate. I received their letters/pictures of dispute on Thursday and forwarded both to the hotel the same day (7/23). I let them know that the hotel could take a couple of weeks to respond. We will reach out as soon as we know more.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

C

Review: I booked a trip through Liberty Travel in [redacted] I was sold travel insurance for $199. I dealt wit the store's manager, thus believing I was dealing with the most informative/knowledgeable person on staff. I was told, having purchaed the the insurance, if I cancelled for "any reason", I would isused a travel voucher to be used at a future time and if I cancelled for a "medical reason", I would be issued a cash refund. It sounded pretty straighforward and simple. Too simple, at it turns out.

I did cancel my trip for a medical reason and submitted my claim on May 19, with no guidance from Liberty Travel. Today, June 9, I was verbally advised that my claim was denied and that I am being issued a travel voucher by [redacted] The reaosn for the denial was that I was not hospitalized.

I completely and totally depended on my travel agent to advise me accurately as to what the travel insurance she sold me provided. As mentioned, she stated, in no uncertain terms, that I would receive a cash refund if I cancelled for a medical reason. She did not state that I would have to be hospitalized. Therefore, I expected I would be receiving a full cash refund when I filed my insurance claim. Liberty misrepresented the insurance they sold me an thus should be repsonsible to reimburse me for the remainder of my trip.Desired Settlement: Refund of $1,735.25

Business

Response:

This traveler purchased a Trafalgar Tour and opted to purchase the Travel Protection Policy through the tour company instead of through Liberty Travel's insurer. I have attached the Confirmation of trip details along with the Trafalgar Insurance document and insurance confirmation form.

We are sorry to hear that the traveler had to cancel the trip. We reached out to Trafalgar to let them know that the traveler is unhappy with the type of refund received. We were advised by Trafalgar that the traveler did not have a covered medical reason for cancelling, therefore it was treated as a cancel for any reason so she received a partial cash refund along with a partial future travel credit as per the terms and conditions under their insurance policy.

Review: I purchased a travel package with a stay at Majestic Elegance Punta Cana. During my stay at this resort I had several issues with the service provided. First of all, upon my arrival welcome drinks and/or cold towels were never served to me as described in the package. During my stay, my room wasn't cleaned two times in a row. I had to contact front desk three times and waited for three hours for someone to finally come in and clean the room after asking to speak with the manager . Meanwhile I was not able to take a shower since there were no towels available. I also ordered a room service which was never delivered to my room. I had to go to the restaurant and pick up the food myself after all. In addition, my package included bridal breakfast. However, I was not able to order it - first I was told to call back the next morning then in the morning I was told that its already too late to order it.Desired Settlement: I would like to get a $500 refund from the resort for providing poor customer service and/or failure to provide services advertised.

Business

Response:

We are surprised to receive this complaint since we did not know anything had happened. We booked this trip for the customer with Majestic, for which we normally receive great feedback from. This is the first service issue. In light of this, we sent this complaint directly to their reservations manager. She assured us that she would review it with their customer service dept and get back with a reply 'shortly'.

Please allow us some time to look into this and see what we can gather from the hotel. Thank you, and on behalf of Liberty Travel, we are sorry to hear about these issues experienced on you during your stay.

Consumer

Response:

I have not received a settlement from Liberty Travel. In their response they were asking to allow them "some time" to look into the issue. It has been quite a while since their original response and still no resolution.

Business

Response:

Here is the correspondence we did receive back from the hotel after inquiring about this complaint. They are offering 'VIP treatment' should the client ever wish to stay at the location again.......

A complete in depth review has been made of this file, please note that in this specific case we are not sure if the room was with a red sign on or not but I can guarantee you that is not in our standards to not clean our guests rooms daily.Thank you for sending us the comments regarding our mutual clients Mrs. [redacted] & Mr. [redacted].

We are very sorry to hear that they were not satisfied with some of the services we provided during their recent stay with us; we take these types of comments very seriously and I have already passed them to the Management of each respective department for a review and an action will be taken where necessary.

Regarding the bridal breakfast, please find here attached the welcome letter for our guests in honeymoon informing them that they should pass by our guest service at the arrival in order to book in advance the romantic breakfast & dinner.

Is our desire to not only meet but to exceed our guests expectations, and also to give our clients an exceptional experience on each visit and it turn to maintain the trust that our travel partners have put in us.

Lastly, I regret to inform you that no compensation will be offered in respect to this visit, hoping that they can understand our position.

On behalf of my entire Team, I would once again like to apologize for this inconvenience and we hope that Mrs. [redacted] & Mr. [redacted] can consider giving us the opportunity to be their vacation destination again for their next visit to the sunny Punta Cana. In this case I would be delighted to offer them a Vip treatment in order to make their next stay here a memorable one.

Sincerely,

Review: My friend and I put a deposit down on a trip to Cancun with Liberty Travels. However, I got a new job and we had to cancel the trip. We paid a portion in cash and portion on a debit card. The debit card portion was return pretty quickly but the cash portion they had to issue a check for. The first check that came was made out to my friend instead of made out to us individually so they had to reissue the checks. The 2nd set of checks were issued separately but the name on my check was spelled incorrectly and had the wrong address. I tried depositing the check but my bank would not let me. I had to go back to Liberty Travels and request another check. I am still waiting on my refund check and this is just ridiculous at this point. I've been waiting for my refund a little over a month now. The main office is in New Jersey, which is not far from Philly so I'm baffled at how long this process is taking. I was going to book a trip to Puerto Rico in September with Liberty Travels but now will be taking my services else where. I will also recommend to friends and family members that they book their trips with a different travel agency!Desired Settlement: I would have liked to have received my refund in the tender that we paid the trip in

Business

Response:

Good Morning [redacted]

Review: I payed Liberty Travel $3500.00 to book a trip to Great Britain back in October 2013 and it is now March 14th, 2014 and I have not received and information on my trip such as Hotel info, Info on transportation to and from the airport in London, Tour guides name, Itinerary, or airport info. My trip is on March 28th, 2014. I came to them because I was cheated out of almost $5000.00 from [redacted] travel below back in March of 2013 on a frugulent trip to China. So in October of 2014 to try and save my airline creadist from this frugulint trip threw [redacted] Travel I came to Liberty Travel to book a new trip threw them to make use of $1100,00 of the more the $1700.00 of airline credits that [redacted] Travel cheated me out of along with $1500.00 of tour cost and traspertation cost. Since I could not go on this trip to China and the lied to me about the travel insuranse coverage. I also lost over a $1000.00 in vasination cost and visa cost in this trip to China. Please help me either get the trip I paid for from Liberty Travel or 100% of my money back from them and If you could help me with [redacted] Travel that would be great.([redacted] Travel Services Incmore infoAddress:Address:Relocated from Relocated to Not true? Show all edits Not true?Placement on map is approximate[redacted]Get directions###-###-####)Desired Settlement: 100% of my money back from [redacted] Travel and the word to get out on how bad they treat there costomers. I also either want all the information on my coming trip to Great Britain or I want 100% of my money back from them.

Review: I have contacted the company concerning an unauthorized debit to my bank account in the amount of $500.00. In June of 2012. I provided them with bank statements showing the mistake, etc. and they have continued to ignore my requests.Desired Settlement: I would like the unauthorized $500.00 redebited to my checking account.

Review: It has been several years since we have had a vacation, since my injury 4 years ago. So for my daughter's college graduation, I decided to surprise her with a gift - a vacation to [redacted], Florida. She was so surprised and thrilled. I'd been saving for this trip for the past three years. My daughter and I met with a travel agent, [redacted] at Liberty Travel in [redacted], PA. After being shown various locations and hotels, on 5/26/14, I purchased a vacation trip from Liberty Travel in [redacted], PA to [redacted] to stay in an ocean front room with a balcony at the [redacted], 'four steps down to the beach'. This was just right for me as I have a physical limitation and cannot walk very far, as was explained to [redacted]. I paid $1458 for it from my debit card to my checking account over the phone, for which I have not yet received a receipt. $1270 and $188 for insurance. I also discussed with [redacted] that I am claustrophobic and need certain seating on the plane, preferably the bulkhead. and a seat where I can have my left let out. I later found I was in row 22 for one flight and still know nothing about the other flight.

After paying for this vacation trip, my daughter and I were online viewing different activities in the area, as we were told there is a lot to do within short walking distance. We came across some pictures (which the agent did not show us) from a traveler. It was a picture taken from their balcony. I found the hotel was not on the beach as it was sold to us, but across a four lane highway, then was a 'boardwalk' then the beach. I was taken aback. I thought, this cannot be! I immediately contacted [redacted] who offered another hotel, the [redacted]...but this was in [redacted], FL, not [redacted]. I explained to her I did not book a vacaton to [redacted] we booked [redacted]....we have been to [redacted], FL.

This hotel was sold to us as being right on the beach and the beach was not deep, so I did not have far to walk. In choosing the [redacted] hotel I took into considertion several factors, some being its ability to accommodate my physical needs, its location, the location in relation to attractions and the restaurant menu and it's pricing. When I found I had been lied to and the hotel was not at all as it was sold to us, and the other hotel [redacted] was offereing was not where we wanted to go to, I asked for a full refund. Several other hotels were offered to me, but they did not suit my needs. The only one that was 'on the beach' was way out of my price range and there was quite a distance that I would have to walk through the pool and tropical area to even get to the beach. We would also have to travel by car or taxi to get to attractions. An additional cost that I did not budget for my vacation. I have copied two letters emailed to the travel agency below. As of today, I have been offered a $750 refund for a purchase of a vacation that I paid $1458 for and I still don't even have a receipt for. I was told the hotel was being refunded but the airline tickets were not refundable, but could be held for use at a later date. I have explained to the [redacted], the Team Lead, [redacted] at Customer Service and [redacted], the Asst Team Lead, I was sold a vacation to a hotel that was misrepresented and they have not been able to locate a hotel that meets my needs, as was explained to the agent [redacted]. When I was told today that I could book a vacation at a later time with Liberty Travel and use the airline tickets, just to pay the difference, I told [redacted] that I would not book with Liberty Travel again. I have been left in the lurches, phone calls have been made and yes returned, but when I return calls [redacted] is not there, then she calls me at odd times then when I call her back, she is not there. Rather than put someone else on the project of resolving this sad situation when she has her days off, I get emails asking me what my plans are, after I have asked for a refund. It is less than a week that we are supposed to fly to FL and this is still left unresolved. I have again today told [redacted] I want a full refund, which she said she is not authorized to do. Below please find a copy of my emails to Liberty. And their responses. I am asking you please stand by me in supporting my request for a full refund for this, what is for us sad situation of a bait and switch vacation. Since I discovered this misrepresentation, I have placed many calls to both the [redacted] location as well as the 'Executive Offices' location speaking with customer representative [redacted].

[redacted]Sent to agent [redacted] at Liberty Travel on 5/22/14....as you can see 6 days passed from the time I purchased the trip, found the misrepresentation, called [redacted], then didn't hear back from her, so I emailed the following:

Hello [redacted],

I am very disappointed, angry and upset about this level of deception which occurred after I purchased a graduation vacation gift for my daughter.

We came to your office in good faith looking to vacation in Florida on the beach. I explained my desire and needs to be at a hotel on the beach due to my physical limitations. After looking at different locations and hotels, we decided on [redacted]. You showed us other hotels in [redacted] that showed a road between the hotel and the beach. I said I did not want to listen to cars and horns, I wanted quiet when I sat on the balcony, I only wanted to listen to the waves. You found the [redacted] in [redacted], which is pictured in your catalog. It shows no street and you presented it to us as being "four steps down to the beach". From your catalog, the picture you showed us overlooks the pool, it certainly looks like it is right on the beach. None of the pictures you showed us showed the four lane highway that separates the hotel from the beach. It was only later after I had already paid you, when [redacted] and I being so excited, pulled up some photos online, that were taken from a balcony at the hotel, that I saw a road below. I called the hotel and they told me there is a four lane highway between the hotel and the "boardwalk" before the beach. The woman told me it's about a block and a half to the beach. That is when I started calling you. You then suggested the [redacted], but then when I searched it, I found it was not in [redacted], it is in [redacted], again I was deceived. I called you back. You say it offers easy

access to [redacted]...but I don't want to stay in [redacted], we made reservations for [redacted] on the beach. We don't want to go to [redacted], we have been there. In fact we told you we stayed there. If we wanted to go back to [redacted], we would have done that.

[redacted], we made this reservation based on it being on the beach and close to other attractions within short walking distance.

No words describe how I feel that we were deceived. I am not going to pay for a vacation at a destination that does not suit my needs. Nor will I pay for a vacation to a location I don't want to go to. I am asking for an immediate full refund as we are not getting what we purchased; which is a vacation to stay at the [redacted] Beach Resort which we were told is located on the beach. This is not a matter of US calling you and asking to cancel this reservation. What has happened is I found out you aren’t giving us what we paid for. It is a matter of us not getting what we purchased. If you need to use the terminology ‘cancel’ on your end, then so be it. You misrepresented the hotel and now you offer us to stay at another one for more money. I will not be a victim of a bait and switch vacation. Once again, my full refund is expected immediately.

[redacted]Sent to Liberty on 5/27/14

Hello [redacted],

I have checked the other hotel you gave me the name of and find it is not in [redacted], as you said. I called them and was told we would have to drive to get to [redacted]. While the pictures look beautiful, as you can see, there is quite a distance to walk across the property and around the pool area to even get to the beach; a distance that I am not able to walk. I have experienced such anxiety since I discovered this blunder. I am having

trouble sleeping and I have such pains in my stomach, worrying about this. My holiday weekend was filled with stress about what was supposed to be a nice gift for my daughter, knowing we have no resolve. So here we are, it is Tuesday evening, May 27, twelve days away from June 8 and

I don't even have a hotel for my vacation. In my opinion, this is totally unacceptable. I don't know about you, but I need to make plans in advance. I

cannot continue just hanging in the balance. This is not a healthy situation for me or my daughter. Over a week has been allowed and Liberty Travel has not been able to provide me a suitable hotel that meets my needs for my vacation as was promised and paid for in full. I am also left with concerns about seating for the flight. Now I am left with serious doubts that I would not be getting the seating as I requested to accommodate my needs. This situation needs to be resolved immediately; at this point there are no further options to consider. I am once again requesting

a full refund of my paid vacation, due to the misrepresentation of the hotel we were told would meet my needs and the lack of resolve since this was discovered, leaving me just hanging for days. Being jerked around like this, I have no interest in any other options with your company other than my full refund.

I received this on Sunday June 1 @ 6:04 pm .... no phone calls were received by me this day

Hello [redacted],

I hope this message finds you doing well. I wanted to reach out to you via email as we haven’t had any luck corresponding via phone over the last few days.

I do understand from your previous email as well as speaking with our Customer Excellence Team, that you are seeking a full refund for the trip as you felt you were misled. At this time, a full refund can not be offered as I have found several resorts in the [redacted] area meeting the criteria you requested. While you stated that the food pricing was of concern to you, the “extras” involved with vacation such as a dining out, are not items normally taken into consideration when we offer accommodations to our customers. I absolutely acknowledge, and we take full accountability, in that the original hotel was not directly on the beach. For that reason, if you are still looking to cancel this package – we will refund the hotel & transfers in their entirety, and cover the change fee on your airline tickets. When you are ready to travel to new destination in the coming months you will be responsible for any fare differences on the airline tickets and new hotel accommodation costs. Travel Guard has granted me clearance to transfer your insurance policy to the new booking once it has been booked.

[redacted]Received 6/2/14 from agent [redacted]:

Hi [redacted],

In order to cancel your trip and authorize the refund of $730 back to your credit card, I would need to reply back to this email. Once I have your approval, I’ll cancel your trip and [redacted]e will issue the refund back to your credit card on Wednesday. Please know that it can take 1-2 billing cycles to appear on your statement.

Thank you,

[redacted]

I sincerely appreciate your review of my request where I feel I was baited to one hotel based on me being told it met my needs, then finding it did not and they then tried to switch the hotel on me. I saved for three years to be able to give a gift to my daughter. I cannot pay for this company's bait and switch gimmic.

Thank you and most sincerely,

[redacted]Desired Settlement: A prompt, full refund of $1458 to my debit card to my checking account. No further dealings with this company.

Business

Response:

The customer booked the [redacted] in [redacted]. Subsequently, it was discovered this hotel is not located on the beach as their own website states – but in fact, across the Street from the beach. We did offer the customer multiple options for her consideration that would be directly on the sand. None of these hotels suited her despite their positioning on the beach as she requested. After multiple attempts to find and confirm alternate accommodations, the customer has been refunded in full, her purchase price of $1458.Please do not hesitate to contact me should you have any further questions.

Review: The travel agent sent me a email asking me to confirm travel dates that were verbally discussedUpon opening the email I found an error in the departure dateI immediately asked the agent to contact me to discuss the errorLater that day I explained that we discussed leaving on 7/5/and not 7/7/The agent got back to me telling me I need to pay $for the additional days and another $to change the flight plansI followed the instructions to confirm the arrangementsI didThey are wrongWhy should I have to pay an additional $800? I do not know what to do?Desired Settlement: I want them to pick up the $to change airline arrangements!
Business
Response:
This traveler was recorded on a GSA call stating the wrong dates, so consultant booked them correctly based on that phone call requestThe Team Leader, before knowing this, had offered her the value of the change fees as a Future Travel Credit as she thought it was a he said, she said between the traveler and our agentClient didn’t want to pay the fees and stayed with original dates booked anywayClient was advised we had her on a recorded call
We tried to do as the traveler wished on her booking but she decided not to change anythingThe below email chain is from our customer service tracking system showing the customer complaint and what we did to resolve
From: [redacted]
Sent: Friday, June 07, 10:AM
To: [redacted]
Subject: [redacted]
When replying, type your text above this line
Notification of Customer Support Registration
Workspace:
Customer Service
Customer Support:
Customer Support Number:
Priority:
Medium
Status:
Closed
Date:
06/07/
Time:
10:18:
Created By:
Click here to view Customer Support in Browser
Description:
Entered on 06/07/at 10:18:EDT (GMT-0400) by [redacted]:
client claimed we booked wrong date but per GSA call that was recorded she asked for the dates of July 7-not 5-
[redacted] had offer change fee as FTC originally, client decided to stay at original dates that were booked
-----Original Message-----
From: [redacted]
Sent: Thursday, June 06, 1:PM
To: [redacted]
Subject: RE: Service Feedback [[redacted]]-
Just spoke to herShe will be staying with the original night package (July 7-12)She does not want to pay anything additionalI felt that our offer was fair considering that we have it recorded saying July 7-with no mention of July
Let me know if you need anything else
Thanks!
[redacted] / Team Leader
Liberty Travel
=================================================
-----Original Message-----
From: [redacted]
Sent: Wednesday, June 05, 4:PM
To: [redacted]
Subject: Service Feedback [[redacted]]-
CONTACT DETAILS
First Name: [redacted]
Last Name: [redacted]
Email Address: [redacted]
Phone Number: [redacted]
Zip Code: [redacted]
FEEDBACK
Feedback: Agent booked wrong dateThey refuse to correct problem without charging a ridiculous feeManager would not come to phone! My incorrect date is 7/7/
FURTHER DETAILS
Liberty Store: [redacted]
Is the Manager Aware: Yes
The Agent's Name: [redacted]
What Happened: [redacted] the agent booked a trip to [redacted] for 7/7/We told her we wanted to travel on 7/When the confirmation information arrived we called to say it was wrongWe were told the addition time would cost$for hotel/ and $to change airline datesWe would get an $airline credit good for two yearsI should not have to pay an extra to change dates when it was the error of the travel agent
Current Assignees: [redacted]
CC(s):
Customer Support Information:
Brand:
Liberty
Area Leader:
Source Of Review:
Service Cause of Review:
No Faul Reported By Information:
Last Name:
First Name:

Review: I booked a cruise with my boyfriend on 3/27/13.

At first we got an estimate on a neighborhood balcony room and realized we wanted to upgrade to an ocean balcony room. Upon arrival to the ship we had an ocean view window room which we did not agree to, or paid for. We spent the entire first day of the cruise in guest services dealing with this mistake. I spent the entire first day on the ship in tears. They tried to send over paperwork proving that we paid for the ocean balcony room, but even if we did that, all the rooms were booked and we could not get the assigned room changed to the room we paid for. They sent an email to the ship saying that it was either our fault or the curise lines fault, which was absolutely not true.

Because they could not give us the room we paid for, we took the room they gave us and decided to deal with the problem when we got home. The room was basically a closet with a small round window, but you couldn't even enjoy the view because the room was so close to the water that it made you seasick even looking outside.

I contacted Liberty Travel in [redacted] when we came home and the manager told us that she was willing to work with us but what they have offered is not sufficient to cover the cost difference of the rooms, or the loss of one day of our first cruise.

We were first offered $100.00 back in cash and a $200.00 credit toward another vacation, which was a joke. We then went into the store and told them their offer was not sufficient and they had to do better to make up for the money and time we lost. She said she would contact their customer service and get back to me. When she called me back they then offered $200.00 in cash and $400.00 in credit toward another vacation. I am not interested in booking another vacation with this Company. She told me she wants to try and redeem herself and keep our business but again, I have no desire to book another vacation through this Company, so any credit they offer is lost money to me.

After getting sick of the run around I told her that I am absolutely not interested in any credit, and I want $1,000.00 back in cash, $500.00 for me and $500.00 for my boyfriend. I reminded her that we spent thousands of dollars and put our trust in their "professional" company to handle the details of our vacation and they failed. She said she would contact customer service again and get back to me.

The end result is that they will offer me $500.00 cash and a $500.00 credit toward another vacation. Again, I am not interested in booking another vacation with this agency.

I am very unahppy that they wouldn't make up for their mistake, wouldn't even tell us the difference in what we paid versus the room that we received. I have no idea if $1,000.00 is even suffient to make up for the difference. The manager told me when she called the cruise line that the difference in the room we got and the room we paid for was $100.00. When I called the cruise line, they said they could not tell me the difference in cost between rooms because the rates were closed. Since I never agreed to an ocean view window room I do not know what the difference in cost to upgrade to an ocean view balcony room, which I paid for I would have to go with what the travel company is telling me and it doesn't seem to come close to being right since an upgrade from a neighborhood balcony room to and oceanview balcony room was over $200.00. I now do not trust them and I feel like I am being lied to, I believe I should get a 100% refund, but will settle for $1,000.00 in cash for breech of contract and negligence.Desired Settlement: $1,000.00 in cash for breech of contract and negligence

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Liberty Travels response is not true. I booked and paid for an ocean balcony room. I have an invoice that proves this. I don't know how they can say I got what I paid for when I didn't. Nor do they seem to care about the loss of my first day on that cruise. So no, as a matter of fact I did not utilize the cruise to its entirety because of Liberty Travels mistake. I am asking for $1000.00 back. I am not interested in a credit because I will never book another vacation with this company. After reading Liberty Travels response to my complaint, I am noticing that they keep changing their story. They can say that I got what I paid for all they want but it's not true and they admitted that in a telephone conversastion. I have proof of what I paid for and it is not what I got. I expect restitution for this and I do not want it in the form of a travel credit.

Regards,