SouthAmerica.Travel LLC

Thank you for the opportunity to respond to this subject After being notified of the client's questions, I personally reviewed the entire file and conditions associated with the itinerary and cancelation, and discovered that the Galapagos Lodge reserved, along with other services in Ecuador, which makes up a substantial part of missing refund, had wrongly broken with their refund policy to us, and issued a credit, which I immediately refunded to client's credit card, while I investigated the Peru portion With limited space, and inability to sell space at short term, most if not all Amazon lodges and cruises have a very strict day or more cancelation policy for refundsAs the client canceled +prior to departure, this portion we were unable to refund (as mentioned in our booking conditions: "Certain items (including but not limited to Cruises, Lodges, Tickets, Carnival & New Year's hotel deposits) are non-refundable and therefore excluded from the refund policy." While another Peru hotel also had a non-refundable deposit, as most accommodations in Peru require payment days prior to arrival for certain tariffs, we were able to refund two hotels, due to the good-will of the hotel management Due to the confusion of the Galapagos lodge, we also granted the client a full refund (instead of 50%) of the cancelable services in Peru, amounting to an additional $ In toto the client received approx$of the potential 50% refund of $3800, with the difference being only the Amazon lodge plus two other hotel stays which required pre-payment Though the client had wisely purchased sufficient travel insurance, which did cover the initial payment in full, as well as flights, and which normally would have covered all services not covered by our refund policy, the coverage was unfortunately declined for the final payment due to a clause in dealing with timing of a doctor visit and final payments We have received assurances from the traveler that he is satisfied with our resolution, and we have extended to him special conditions should he decide to choose SouthAmerica.travel for his future travel Best regards, Bradley N [redacted] Vice-President / C.O.O SouthAmerica.travel

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

Thank you for the opportunity to respond to this subject.
After being notified of the client's questions, I personally reviewed the entire file and conditions associated with the itinerary and cancelation, and discovered that the Galapagos Lodge reserved, along with other services in Ecuador, which...

makes up a substantial part of missing refund, had wrongly broken with their refund policy to us, and issued a credit, which I immediately refunded to client's credit card, while I investigated the Peru portion.
With limited space, and inability to sell space at short term, most if not all Amazon lodges and cruises have a very strict 30 day or more cancelation policy for refunds. As the client canceled +23 prior to departure, this portion we were unable to refund (as mentioned in our booking conditions: "Certain items (including but not limited to Cruises, Lodges, Tickets, Carnival & New Year's hotel deposits) are non-refundable and therefore excluded from the refund policy."
While another Peru hotel also had a non-refundable deposit, as most accommodations in Peru require payment 30 days prior to arrival for certain tariffs, we were able to refund two hotels, due to the good-will of the hotel management.
Due to the confusion of the Galapagos lodge, we also granted the client a full refund (instead of 50%) of the cancelable services in Peru, amounting to an additional $339.
In toto the client received approx. $3200 of the potential 50% refund of $3800, with the difference being only the Amazon lodge plus two other hotel stays which required pre-payment.
Though the client had wisely purchased sufficient travel insurance, which did cover the initial payment in full, as well as flights, and which normally would have covered all services not covered by our refund policy, the coverage was unfortunately declined for the final payment due to a clause in dealing with timing of a doctor visit and final payments. 
We have received assurances from the traveler that he is satisfied with our resolution, and we have extended to him special conditions should he decide to choose SouthAmerica.travel for his future travel.
Best regards,
Bradley N[redacted]
Vice-President / C.O.O.
SouthAmerica.travel

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