Travel by Jen

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The company has not offered compensation from a sale that was falsely represented [redacted] has only focused on the details of the hotel "not meeting our expectations" when it was more than the hotel that was the issueEven the actual location in the Dominican Republic was misleading, the ad mentioned two locations Santiago and Puerto Plaza, Sousa only showed up after I received my Travel Documents and had paidThe transfer from the airport to the hotel was purchased after booking ( [redacted] informed me I could do this), yes, but still through JetSet which is who they partner withI have a written receipt from the representative the day of, attached to my atm receipt [redacted] states that $was allocated for airfare however my credit card shows that only $($each person) went towards US Airways, and as I pointed out I did not use all the airfare in this package since I left due to the sheer terror we were left inI have three other Agent Fees/ Travel by Jen fees that have not been explained to meThe company has offered me two solutions, refund me $360, which the hotel had already agreed to do the day I left, however in order to receive this Travel by Jen told me I need to respond to them via email that I can not be refunded further than $So essentially they are holding a refund from the hotel back from me until I agree not to be refunded more.The second solution was to offer me a free vacation"An upgraded resort" My fiancé and I have used our vacation days until our honeymoon so do not have a use for thisAfter the experience with Travel by Jen we do not feel comfortable working with them or leaving the country for a whileI explained this and was told I can "sell" my vacation to another coupleThis is not a reasonable resolution, I am not a sales rep for Travel by Jen nor would I recommend a vacation by them to someoneWhy do I have to work in order to receive compensation for a product and service I did not receive?I asked to speak to a supervisor twice before [redacted] finally got involvedOnce, on Jan [redacted] in an email to [redacted] the night we got to the resort, then again when we returned [redacted] stated that even though she didn't speak to me personally, she was working with [redacted] all along towards a solution, so I understand that [redacted] may be upset with a review on [redacted] written by my fiancé but she had been aware of this issue for at least days then looking at my emails to [redacted] .I attached a copy of the airline tickets I had to purchase, on my own, in order to leave sooner[redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear ***, 0pt;">I hope you are doing well I am writing in regards to this ID # [redacted] from [redacted] I was unaware of an issue with this client, but since receiving your letter I made contact with her I apologized to her and told her had I been aware she had any concerns I would addressed them immediately Her group had purchased a vacation voucher through groupon that was redeemed through our agencyAlthough the booking did reflect it was not fully “paid”, that was an internal note that we were awaiting reimbursement from grouponThat was not money owed to us from the clientThe reservation stated groupon – and that was just reflecting reservation with codes, not the amount of codes she had After speaking with this client she appeared to feel much better and agreed to let you know that we handled her concerns for her if you reached out to her I do apologize that this client felt it was difficult to reach us, but had I been made aware I could have cleared this up for her sooner Please let me know if I need to do anything else regarding this case Thank you [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: We were repeatedly told that Travel by Jen wouldn’t cancel any of the travel arrangements unless we signed a form agreeing that the travel package was a final sale and non-refundable, a condition we had not previously agreed toWe refused to sign the form We independently confirmed with the hotels that our hotel reservations had been cancelledTravel by Jen never notified us of any of the cancellations In a corresponding dispute with [redacted] (who sold a voucher for the travel package), Travel by Jen responded to [redacted] ’s inquiry about our dispute by telling them that we had booked a new travel package through them and the matter was resolved, neither of which is true We have not been directly notified of any kind of credit by Travel by Jen, nor of the waving of any feesTheir response to the Revdex.com is the first we have heard of the existence of a credit In summation, Travel by Jen has acted in a manner that borders on blackmail by insisting on us agreeing to subsequent terms that would waive our rightsThey clearly made the requested cancellations without our completion of their formIn addition, based on the various statements that they have made in regards to our standing with them, they come off as a company that is at best confused or incompetent, and at worst is deceptive and has lied to multiple parties, including usThere is no scenario where we would ever be comfortable going on any trip that was planned or administered by Travel by Jen, as we have no good faith that anything presented by them is factual Again, we are requesting a refund of our money In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Dear ***, When a reservation is made through our office, the passengers receive an itinerary withal the details of the reservation that was bookedThey are required to go over the information and make sure it is all correctThey also receive a form that requires an electronic signature approving all the details, which these clients filled out and sent back to our agency The package they booked and paid for was only an night vacation, and due to the error in the air it became a night packageHad they looked over the itinerary when it was initially sent and noticed the error then we would have been able to adjust the air to the correct dateSince the error was not noticed till they were already in destination we fixed this the best we could which was adding the additional night at no cost to the client As soon as the passengers notified us of the issue, which was am on 5/**, we immediately began trying to rectify the situationBy 11:am that same day our company had added on an additional night and absorbed the costThe package they booked and paid for was only an night vacation, and due to the error in the air it became a night packageThe clients did not contact us upon their return to inform us that the card was charged directly by the hotelWe are in the process of checking with the hotel to see what if anything was put on their credit cardIf they were in fact charged for the night, we will have the hotel issue a credit and bill us directly as they were instructed to do in the beginningI am including the electronically signed form from the passengers approving the itinerary that was bookedPlease feel free to let me know if you need anything else from meThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The Travel by Jen office was closed when we called to try to resolve the issue before we left the hotelWe also tried to resolve the issue with the concierge who told us he worked on behalf of Travel by Jen to make sure we were happy with our stayHe offered no resolutionNo one was willing to give us a room with a working toilet earlier than a a four-hour wait and this simply wasn't acceptable given that I had food poisoning from the hotelThe $offered does not cover the cost of the room for the two nights we did not use it and the travel vouchers are worthless, given that we will never travel with this company againTravel by jen acts like the only way for us to be refunded is for the hotel to refund usThis is a premise--Travel by Jen can refund us! And to say that the high pressure sales meeting does not exist is outrageousIt does exist and you are hounded until you attend In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

The client called our office to book a vacation packageWe offer a large number of hotels that vary in stars from -all with different amenities and pricesOur agents will find a resort that best fits each client within their budget, but I believe this client called about this specific resort because of an advertisement we were runningInformation on the resort are given at the time of booking, but all clients are responsible to research the resort themselves prior to booking because each resort has different features and amenitiesJust to clarify they received an itinerary/invoice at the time of booking and filled out the electronic signature form that day agreeing to details of the trip, terms and conditions, and acknowledging that the package is non refundableIt is the travel documents do not get sent until weeks prior to departureThe cost of the package was $total which includes the roundtrip airfare of $and the round trip transfers of $leaving $per person per night that they paid for the all inclusive resortsthat includes meals, drinks, snack, tips and non motorized water sportsAll services were pre paid in full and non refundableEven if those services go unusedHowever, we contacted the resort and asked for an exception on their behalf and we were offered a $per person refund which I passed on to the client

Dear ***, I hope all is well Unfortunately all airlines only allow a certain percent of the plane for pre assigned seat numbersOnce they have reached that percentage the rest of the seats purchased are assigned at check in on the flight This does not mean they do not have a seat on the plane- they just do not have their seat numberThe airlines do allow upgraded seats for purchase for people who would like the benefits of a higher class of serviceThe person was never flying stand byShe had a guaranteed seat but not a guaranteed seat numberMarch [redacted] when she contacted her agent for the documents was the first business day after the they were issued which is weeks prior to departurethat would have been Sunday March ***Unfortunately we will not compensate for something that is beyond our control, and since this rule is implanted by the airline there was nothing further we could doWe apologize for the inconvenience, but unfortunately this was out of our control

Hello, We apologize for the hold timesDue to the response of this sale our agents have been working overtime as well as we have added more staff to avoid this issue as best we can Since we can not rush our agents who are currently helping someone, we can not avoid a hold time completely and just ask for everyone's patience while we work through the calls If this person is interested in redeeming the [redacted] they can contact us and depending on the sale we can honor itWe would love to work with them and once again apologize for any inconvenience

I contacted [redacted] the same day he sent in the email to [redacted] - please see our email exchange [redacted] Dear [redacted] – I received your form so your reservation is now cancelledIn order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed to The total of the refund will be $Total Reservation $Airfare (nonrefundable) - $Penalty -$($per person) ________________________________________ $Thank you for having this information over to me so quicklyI will have this issued and mailed to you immediately Thank youFeel free to let me know if you need anything else [redacted] [redacted] [redacted] Dear [redacted] – I received your form so your reservation is now cancelledIn order to issue a check please email me the name of the person it is to be made out to and the address you would like it mailed to The total of the refund will be $Total Reservation $Airfare (nonrefundable) - $Penalty -$($per person) ________________________________________ $ I will have the check issued as soon as we receive the information needed Thank you and feel free to let me know if you need anything else Kind Regards, Danielle B [redacted] ###-###-#### I will have the check issued as soon as we receive the information needed Thank you and feel free to let me know if you need anything else Kind Regards, Danielle B [redacted] ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The response from the business does not only not meet my expectations but also does not even accurately apply yo my complaintI have attached my original email showing there were many issues other than the upgraded room which we NEVER received(not just for one night)These issues included the lack of working plumbing and many other basic things a resort is expected to have (things I paid for)Their response shows me that they took months to come to a conclusion that proved they didn't even read my complaint to begin withIt's really outrages and I'd be happy to go to a news outlet if they prove to not be able to fix this issue In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] called our office because she was interested in a package we hadadvertised on [redacted] . The details of the resort are on the advertisement. There are a few details in the letter I would like to address:- The hotel is located near 2 airports. One is closer to... the hotel but resultsin airfare that is much more expensive. The airport that is a little furtherhas less expensive fares. The closer airport is about 30 min and the onefurther away is about and hour and half. Making the difference in drive timesabout an hour. The drive times are given to people at the time of booking. Ifshe called the hotel and did not specify which airport, we apologize butthat has nothing to do with our office. - [redacted] was offered transfers from our company at the time of booking but shedid not book them with us. We are not responsible for the length of time thatthe drive was since this was a service she chose to purchase outside theagency. The package that [redacted] purchased was a total of $1758. Our system does breakdown the charges into separate payments, but the fact remains that she paid$1758 - $1002 was for non refundable airline tickets and the rest was thenonreundable hotel. We have been in contact with the resort and they arewilling to pass on a $360 refund which we offered to the client. Id like tonote that I spoke to [redacted] on jan **, and told her we would look into thisand see if there was anything further we were able to do. That night her fiancéposted a negative review claiming we were not being helpful when in fact thatis what we were trying to do. Yesterday we offered [redacted] a complimentaryvacation including airfare to another all inclusive higher rated property in adifferent destination which she has since declined. We can not offer a refund on services that have been paid for in full and allour suppliers are pre paid. If there was any additional refund that could bepassed on we would.As I explained to [redacted] on the phone and in email we offer a wide range ofdestinations and resorts with different levels of quality and amenities. We cannot control the price of airfare, as that is determined by the airlines. Thehotel portion of her vacation was $378 per person for 5 nights all inclusive.These services were non refundable, which [redacted] had signed an authorizationfor agreeing to the terms. Unfortunately the resort did not meet [redacted] 'sexpectations, but they were already paid in full and non refundable. We havetried our hardest to compensate them by offering another free vacation andthere is nothing further we are able to do. I will be including the emailcorrespondences and the singed form acknowledging that the paid services arenon refundable. Please feel free to contact me if you have any other questions.

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 and the matter has been resolved Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I am in complete shock by the response from Travels by JenThey sent the updated itinerary on April ***We were not notified of any changes of flights after that dateWhen we attempted to check in to the flight on the night of April *** we were unabledue to the fact that it was an incorrect flightWe did not learn that the flight travels by Jen booked for us was actually a flight from Nebraska to Denver (we were flying from DC to Newark) until we arrived at the airport on May *** I am attaching a copy of the last itinerary sent to us by [redacted] from Travels by JenThis itinerary shows us leaving from DC at 7:am on 5/ [redacted] and arriving at Newark at 8:08amIt then shows us departing from Newark on UA at 9:am and arriving at Puerto Plata at 1:PMIt wasnt until we were at the airport that we were told that UA was actually going from Nebraska to ColoradoOnce we were finally able to contact Travels by Jen, [redacted] aknowledged that the flight changed days prior to our departure, but she was not "aware." I am unsure of how a travel agent is unaware of a flight change, and even more unsure as to why we were not notifiedFortunately the airline DID refund us for ouor flight so we booked the next flight out by ourselves, but that didnt leave until the next dayTravels by Jen refunded us $which is lower than the amount of a night stay at the resortI am unsure of how a busniess like travels by Jen can opperate in the United StatesIt seems like a scam to meNeedless to say our anniversary was not what we had planned or hoped or even paid forIt was a complete disaster and Travels by Jen takes no ownershipWe chose a travel agency to plan a trip for us, and we ended up spending more time fixing their mistake than we would have if we planned the trip by ourselves In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I understand, however from your refund we received only the agent fee which is only $and as I know the refund was done on almost a week ago, and I haven't get the so I am sorry but I am concern about that too, and also I would like to request to hear the phone call recording please, and at last I would like to know how much will be the airline refund credit, how long will take to get it and what is the using terms on that? Thank you [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

I have some additional information and support for the above referenced complaintThe passenger claims that the form she singed did not say anything referencing dates: “"electronically" sign a paper, which I read and there is no information on this regarding the dates of the trip.” I will email over the singed form again and please reference the 2nd page where it says : I have agreed to the terms and conditions of TravelbyJen.comAll the information provided on the confirmation is correct (names, dates, price, etc)If you are interested in any trip insurance, you can find out more information by information by clicking on the link: [redacted] I am also including the bill from the hotel that shows the only charges they were responsible for was spa treatments and a meal Please feel free to let me know if you have any other questionsThank you [redacted]

The cancellation form stated the exact penalties that she agreed to at the time of purchase of the codeThe $advertise rate was a starting from price and did not apply from her cityWe have worked to get exceptions on her behalf to have the penalties waived that she was notified of prior to bookingPlease see the below email that was sent to [redacted] and I will attach the full email chain as support that we have been responsive and helpfulHi ***, I am so happy that the airline was able to cancel the ticket and provide you with a refundThat is great news! I have been working tirelessly on this and finally the resort and tour operator agreed to waive all penalties and I was able to get all of your money back on the land portionAlso – the tour operator said they will accept your email instead of the form we sent since you are having trouble sending it backI am so happy I was able to get this resolved for you the way you wanted toTake care and have a lovely dayDanielle

RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I specifically asked Malik if he sent my complaint to customer service would they be able to refund any of my money after they look into it..his response was no! All sales are final? In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]

We have tried our hardest to help by getting in touch with the supervisors of the tour operator and the airline. We will NOT refund the $14 because again this did not go to our agency, which was verified by United Airlines, to both us and [redacted] . If she would like her $14 she needs to contact the company that received it. Also - we will not reimburse for fees imposed by another company and per our terms and conditions we are not liable to do so. I hope the BBB can see that we have done all we can to help.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] As a manager for business's I am just shocked at how you treat your customersI feel that I have provided more than enough evidence to state my case and the advertising your company displayed to meI did research the resort and as I showed in he last response the photos that are online are not what I receivedNot the room, bed, bathroom, access to the areas with the beds on the pool sideAll that I thought were in my package after viewing this resort onlineAfter seeing all they offer and arriving and not getting any of it, speaking to the resort and nothin being done about itAs a manager you are supposed to accommodate all your customers to an extentI am not someone trying to take from you, you are now someone taking from me The money I spent on this trip that I did not use or enjoy is not money I want to just hand to you, the resort and airline for FREEI work very hard for my moneyYou stated that the resort offered me $per person but I have in my emails from your agent the the resort did not want to reimburse anything and that the claims department associated with Travel by Jen has offered me $refundNot per person just $ I do not feel either one of your offers is anywhere near fairAnd I am NOT going to agree to this as a solution I did research this resort, I did clarify everything with your agent, I did pay my fees all when I had to, I did my partNothing I saw online after looking at the resort was there when I arrivedThe resort was under constructionConstruction workers, machines etcthe photos online is NOT what we receivedSo please don't tell me "the customer is responsible for looking up the resort" because I didHow about your company look up a resort or get updates on the status BEFORE booking clients and sending them to another country and making sure that all the resort is offering, rooms, access, CUSTOMER SERVICE etcis still the same it was years back when This is NOT my faultI did what I had to do on my end, then I trusted a travel agency to book me at a decent resort & I receive all I was viewing online when seeing the package dealAs the travel agency you failed miserablyAgain I am not settling for anything less than my full refund of the tripClaiming that you don't have this money is outrageousHow do you as a business not have this money? I am sure that is a lieI feel that I was lied to, mislead & I am being treated unfairlyWho do I provide my credit card number to? The refund will not even include all the interest I have had to pay on this card, doesn't include the cost of the flight to get back home, and the overage on the cell phone because wifi was not available for use I feel my request is MORE than reasonable for all that I have had to deal withmonths for an agent to tell me nothing can be donePoor customer service Attached are the first reviews that come up to the resort and I have more screen shots but cannot add the photos due to the limitPlease tell me if all I claimed is not in everyone of these reviewsThe bed, the bugs, the food, the service, the front desk staffThank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Iapologize she is not happy but our offer is final. I would like to addresseach of her points.1. I am including an email from the hotel - saying they are only issuinga credit of $( net rate) and we are issuing $to client 2.Her tickets that we purchased for her were on US air - Not American airlines.This email she included was sent by American since she contacted them askingfor the money back for her return ticket, that she purchased on her ownWehave contacted American in reference to this email, and they explained thatthis was written as a courtesy of explanation of general policies and in no wayreferenced an actual refund due from another carrierFurthermore, we were not"unwilling" to help herShe contacted our agency after businesshours and our rep contacted her as soon as we were open again (Monday Morning)and she was already homeThe person that "refused to help her" worksfor VIP who we use for transfers.3.Her receipt for transfers does not have her name on it, it is actually forsomeone elseBUT that is a receipt from VIP who we use for transfers, and itseems she paid them directly for transfers while in destinationWe did notcollect ANY money for her transfers nor did we book or pre-arrange themI did,however contact VIP on her behalf and they refused a refund because thetransfer service was providedWe pay our suppliers directly, and charge our clients for their packageThemerchant processor appears on statements as "service fee", but alarge portion of that money is paid to the suppliersIf she is referring toany agency profit or commission, our company and representative booked theexact package that *** called in reference toThere will be no refund forour services that were providedI will also like to comment on the *** reviews that she included*** hasfiltered all of positive reviews and will not pull up when our company issearchedOnly when someone clicks on see filtered reviews will our positivereviews come up and I including some our positives and will star our mostrecentAgain, the filtered section there is pages of positivesreviews, I have only included the most recent/