Travel by Jen

Dear *** ,
I would like to start by apologizing for any miscommunication on this reservationAs *** *** has been told by our agency numerous times we have not received any refund from united airlines for her reservationThere is a possibility that the refund went to united
vacations, which is the tour operator our travel agency booked it through
I believe the last correspondence our agency had with her, she was notified to contact united airlines and see who the refund was actually given toIf she can get that information with the name of the representative that she spoke to and the check number the refund was issued to, we will try to contact them again on her behalf

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Again, we see that the terms say "airfare nonrefundable", but in no way were we aware that the land portion was nonrefundableAlso, even though we did not sign the cancellation form, our land portion of the trip was cancelled by Travel by JenWe have not been contacted about any sort of credit, nor do we want any credit for two reasons: (1) we are still concerned about the Zika virus and Travel by Jen only offers trips to areas where Zika is being transmitted; (2) we do not wish to conduct business with Travel by Jen ever again
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and
find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

The terms are very clear the package is non refundable once ticketedWe have NEVER said that someone would receive a refund after they fill out a form that says otherwiseWhat we have told ppl is that if they are looking for an exception to the terms that were agreed upon - the only way to look into this will be to actually have the reservation cancelled which we will not do unless we have a form from the traveler stating that they would like the booking cancelledI am also going to include the terms that she agreed to at time she purchased the vouchers :
Cancellation policy & fees: $fee per person to cancel; 46-day cancellation required or fee of 50% *** price; 31-day or fee up to *** priceTravel insurance is highly recommendedAirfare nonrefundable after bookingAt this point she has been given a FULL travel credit for the land portion of her vacation that she booked

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company has still not offered a refund for services not used and not providedThe only thing the company has offered is a new vacation (to use or to sell).
I will respond to the points below as the company has listed:
I still have not received this refund of $from the hotelI have an email from *** attached that shows they will not issue it until I agree to not further compensation, so they are withholding thisI've spoke to US Airways and American Airlines, the two companies are in the process of being merged together under American AirlinesThey both agreed I should be refunded the return airfare that I did not useI even spoke to *** about this and she was supposed to look into it however stopped when my Fiance wrote a poor review on ***Since Travel by Jen records all their calls, there should be a record of this, I also followed up with an email that *** requested, after the call, of the new tickets I purchased so that she could "look into" a refund for the unused flightsI also contacted *** via email the night we landed (1/*/2015) and on 1/*/(Friday) for assistance on leavingI attached that email as wellI also asked the hotel the morning of 1/*/for a way to speak to our travel agency since internet was limited at the location and we did not feel safe stayingThey directed me to the VIP agent the next morning.
The "receipt" is the only form of "proof" VIP (the company Travel by Jen uses) could provide when askedThe travel agency and *** did not provide the services they advertised*** lead me on believing I was going to an "upgraded package" (again since all phone calls are recorded I'm sure this information can be extracted)A travel agency is supposed to ensure safe travels which they did notThis is not two people complaining about a lower standard of room or resort but sending two young females to an unsafe, unsecure resort and leaving them fearing for their lives.
In reference to the *** reviews I shared, I attached the overall rating of this companyand a half starsI just want to point out that you can not rate a on ***Clearly, most of their customers are not happyBesides ***, even on the Revdex.com.com they are currently rated a CTravel by Jen is not doing Better Business
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
To Whom It May Concern:
After several hours of emailing Travel By Jen's representative, Danielle B***, she finally agreed to cancel my tripHowever, with the exception of a $fee per voucherAdditionally, she pointed out that the airline tickets were nonrefundable; and may issue fees of up to $per ticketShe was not willing to negotiate with the airlines on my behalfConsequently, I had to call the airlines and speak to them about the situationA very nice *** agent said it wouldn't be a problem to cancelMeanwhile, the $fee per person that Travel By Jen referenced in their cancellation policy was with regard to the airline's fee for cancellingI have already paid those fees to the airline, which will be applied when I re-book the flights in the future
Next, the cancellation paperwork to which MsB*** is referring is a vague statement that isn't on the company's letterheadI am very reticent to sign anything with this vendor, as they have already overcharged two of my credit cardsI discovered yesterday, 6/*/2016, that the credit card I used to initially purchase the vouchers was overcharged by $600; and another credit card was overcharged by ($58.77)The travel agent who executed the bookings said he "didn't know how that happened"I initially purchased two *** vouchers for a "Deluxe Costa Rica all inclusive 7-day trip including airfare--Option **", at $eachThe travel agent said there would be a $fee to transfer my voucher to an option wherein I could fly out of LAX airportInstead, I was overcharged more than a $1,
The "cancellation paper work" to which MsB*** is referring states the following:
"** *** *** *** *** ** *** ** *** ** *** *** *** *** *** *** ***
* ** *** *** *** ** * *** *** *** * *** *** * *** *** * *** *** *** *** *** ** *** *** *** *** * *** *** *** *** *** ** *** *** *** *** ** *** ** *** *** *** *** ** *** ** ** *** *** *** *** *** ***
***
***
*** ***
** *** *** *** *** ** ** *** *** *** ** *** *** *** *** ** *** *** ** *** ** *** *** ***
*** *** *** ** ***
Moreover, in another email (6/*/at 12:59pm, Pacific Standard Time) MsB*** states the following: "** *** *** *** *** *** *** * *** ** *** *** ** *** *** *** *** *** *** ** *** ** *** *** ** * *** *** *** ** *** *** ** *** *** *** *** *** *** *** * ***", as my first request to cancel the trip was within the 46-day statute of limitations
However, this statement wasn't inserted in the "cancellation paperwork"In fact, the vagueness of the paperwork leaves a big loophole for them to navigate this respective situation as would best benefit themAdditionally, in a letter this morning (6/*/at 6:30am Pacific Std Time), MsB*** stated the following: "*** *** * *** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ** * *** *** *** *** *** *** *** *** *** ** ** *** *** *** *** *** ** *** *** *** ***"This continues to be a moving target
Instead, I wrote a second email stating the following: "I, *** ***, give you (Travel By Jen), express permission to cancel my trip to Costa Rica (***'s Option 27); and refund all remaining monies." This would hold up in a court of law, as giving Travel By Jen my permission to cancel the respective trip
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Terrible experience with travel by Jen'sAfter they got paid they took the liberty to change flight which caused us to loose greater than hours of vacation time When they were called could speak the the one that we booked through instead got a very Rudd woman I was told they could do anything and that I had to take it with the airlines They would take care of the of the original transfers back to the airport so we were on our own Its a sorry travel company that doesn't take care of it client I will never use again

*** *** called our office to book her non refundable vacation package that we were advertising that she was interested in. After the package was booked, paid for and ticketed, she realized that the drive to the hotel might be too far for her kidsThe agent offered to upgrade her
transfers to the hotel from the airport to private for the cost of shared, which would mean a shorter drive time since the transfer would be non stop, and would be about an hour and halfShe agreed to this, but then refused to pay the cost of the shared transferThe agent then offered to move them to another hotel of the same star value with private transfers for no additional costThe new hotel being offered was also min closer to the airport and would cut down her drive timeThe client refused and decided she just wanted to cancel the reservationThe agent contacted the airline and the hotel and we were able to knock the penalty down to $per person, instead of completely non refundable*** *** then filled out the cancellation form agreeing to the penaltiesShe referenced the cancellation penalty on Groupon - but I will copy what they actually say:"Cancellation policy & fees: 46-day cancellation notice required or fee of 50% Groupon price applies; 31-day notice or fee up to Groupon price appliesAirfare nonrefundable after booking."As you can see the airfare should have been completely non refundableWe made several attempts to try to help her, by upgrading to private transfer at the cost of shared transfers, and by moving her hotel closer to the airport, none of which were acceptable to herSince she still wanted to cancel completely we worked to reduce her penalty down to $per personPlease let me know if you need me to supply the cancellation form that she signed, or anything additional

We apologize that they are unhappyThey purchased a non refundable vacation package with pre paid servicesThe agent as a courtesy relayed the information that was provided to the services that were pre paidThe client showed up without the required passport which is of no fault of the
agencyThe hotel is not willing to offer any compensation since the service was provided and the missed night was due to client errorAs a gesture of good will we are willing to offer FTC in the amount of $per personThe hotel has provided documentation that these clients opted to purchase a vacation club program but they hotel had a room for them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have spoken with representatives and sent numerous email to Travel by Jen to cancel within less than hours of the original *** purchase asking for cancellationThe only form I was ever sent which I have saved in numerous emails Is not a proper cancellation formThere is absolutely no reason that this needs to comtinue to be dragged out by Travel by Jen for a vacation that I properly cancelledTravel by Jen never sent any forms and continue to charge my credit card
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

Below is the email I sent to Travel by Jen after my recent trip to the DRI still have yet to hear back from them and this email was sent November ***,Joshua,
Good morning,
I hope you had a wonderful ThanksgivingI am emailing you in regards to my trip to the Dominican RepublicUnfortunately this was the worst trip I've been on and I was highly disappointedI wanted to share my experience so Travel by Jen will know that the Casa Marina Beach and Reef resort is a fraudI'll start off with our room; our "garden view" was a joke, the only thing we could see from the outside of our room was the building behind us and the dumpster where they put all of their trashOur sheets were never changed! We had to deal with a weird smell and couldn't get very much sleep due to the fact that we felt so dirty in our bedThe sink in the bathroom was falling off the wall! We were told on arriving to our hotel that the bars would be open 24/and this was not the caseEverything was closed around 10:30pmWe had to wake up early to make a reservation at the "Italian Restaurant" only to find out that night that it was shut down and we were misdirected multiple times until we were finally told that the only restaurant open was El JalapenoThe staff at the hotel was rude! I can understand Spanish and it is very disappointing and hurtful when everyday the staff would make a comment about the "white girl" and during the last hour of the buffet talk about how mad they were that people were still eating because this was now "their food"I wish I was told that during the weekends the hotel lets the locals come in at half priceThe locals were horrible and I was grabbed inappropriately on multiple occasionsThe safes that are located in the rooms HAVE NO LOCKS! Our phones did not have service so we shut them off, on our way out of the hotel they tried to charge us for using an hours worth of wifi! Our phones were not even turned on! We were unable to go into the ocean during our stay which was sad because that was what we wanted to spend our vacation doingWe were not able to put our feet in the water or try any of the "free water sports"We also missed the whole last day of our trip because the taxi service told us they would only pick us up go to the airport at 8:30am (our flight was not till 2:30pm) on arriving to the airport we had to wait an hour just for them to open up the United window to get our ticketsI spent many months working to save up for a trip and I would have had a better time staying at homeIt makes me sick every time one of my friends comes up to me asking how my trip was and I have nothing nice to say about it at allI would appreciate hearing back from you within hours to discuss what can be done regarding this trip

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
When planning this trip our travel agent was in a rush when telling us about our deal and said we needed to make sure our names were correct spelling in order to close the dealHe in no way told us to make sure the dates and times were correct, he said he handled it, and we trusted himIt is in no way our responsibility to notice a mistake made by the agencyThe travel agent should have known that he did his math wrong with the dates before making us "electronically" sign a paper, which I read and there is no information on this regarding the dates of the tripLike mentioned before we did not receive ANY documents with the important information as in vouchers or rental car information or even reservation numbers prior to "signing" for this tripWe had a question about the rental car the day of heading to the air port and had to call the agency back and whomever we spoke with was rude and thought we were lying about not having the proper informationIt was then a half hour before leaving we received an email with the paperworkThis agency is unorganized and after fighting for over a day we did manage to call and speak to a *** regarding the hours we were going to be strandedYes she said she would comp us another night, but like mentioned before we were charged with that extra room and had to take care of that issue ourselves, because the agency will not respond back to our emailsWe will never book through this agency again because with being unreliable, unorganized, and rude this vacation was stressful and not worth the money we forked out for this trip which was supposed to be fun and relaxing.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are sorry that she did not have a good experience and are in the process of working on this customer service issue. We will contact her as soon as we have a resolution

I am going to contact this traveler immediately to see if I am able to help. We will work with her directly to try to rectify this issue.

Our company sells a wide variety of resorts that appeal to a wide variety of clients. SO although this property did not meet this clients standards I assure it does appeal to other who have enjoyed resort. Had this client done her own research the periters of the reservation is on the website of the hotel and ALL Meals are included. Maybe not at all the restaurant on every night, but 3 meals a day are included. Id  like to point out that the negative reviews that are posted online are less than 1% of the clients we have booked over the years and that needs to be taken into account as well.  Again this package was pre paid to all suppliers and non refundableas stated on the authorization form and on the phone prior to booking. We have reached out to the resort for compensation on her behalf and offered back to her the exact amount thehotel has authorized to us. We can not refund money that we do not have. We have tried to work with her but a full refund is not possible.

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 company emailed me two days after I filed the complaint. They stated that they would like to book the vacation and asked for my number. I gave them my number, but they never called or replied to my email. I also contacted [redacted] (the company I purchased the vacation package from Travel by Jen). [redacted] returned the money. The ironic thing is that one week later Travel by Jen actually called me for the first time. The agent said she was responding to an inquiry I made on their website. Two weeks ago I submitted a form on their website saying I was interested in booking a vacation package in an attempt to hear from them about the vacation package I already booked. So I guess Travel by Jen is only interested in contacting people who haven't spent money with their company yet, because once they have the money there is apparently no need to talk to them further. I'm just very glad that the people at [redacted] realized the company was a dud and refunded my money. Otherwise I would still be at a loss if I had dealt with them directly.It is a very scary situation to give that much money to a company online that is stationed halfway across the country and has no intention of letting the customer use the money. I will never go through that company again. In the future, I will book vacations for myself or go through a local travel agent.Thank you for your help in filing the claim.[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The terms of Zika cancellation was a travel credit less $100 per person penalty- which we waived in this case. She has a full travel credit to use towards another vacation.

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 have contacted United as instructed by the travel agent and was again told this $14/person refund was sent to the travel agent. Also the $60 refund for baggage should be refunded by travelbyjen as it was the agent's fault who did not educated himself on the policies before booking and instructing us otherwise.
 
 
 
 
 
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 was still sold a service I have not received. 

Travel by Jen sold a vacation package to me for a five night stay at the Blue Bay Villas Doradas including airfare on August [redacted], 2015 for a total of $2,408.00.  This trip was advertised as an adults only, all inclusive resort. Travel by Jen also sold me an upgrade called the Superior Gold package for the duration of this stay. That package was advertised to include an upgraded room, 24 hour room service, a welcome gift, robes and slippers, a guaranteed dinner reservation for every night of the stay, and various other offers. 
 
On August [redacted], 2015, Tim W[redacted] from Travel by Jen confirmed receipt of the detailed email sent regarding the original complaint and request for reimbursement. This email informed Travel by Jen that the service they sold to me was not what I received. The Gold package I paid an upgrade for was not available in any sense. Not one part of it was followed through on for the entire duration of the trip. This complaint also explained that the base trip was not advertised or sold properly. For example, there was no working plumbing (making it not habitable for humans), There were children on the premises of the “adults only” resort. The food was not safe to eat, and the resort grounds were not guarded. 
 
Travel by Jen received numerous emails from me over the 6 month duration of time it took them to come to a resolution. Travel by Jen offered me a $20 reimbursement. They also offered me $75 dollars to go toward the next trip for each person willing to actually take the chance of booking with them again. I'm not sure how they can even look at that as a reasonable offer. They are literally stealing.
 
Travel by Jen is fully aware that they sold a service to me that has not and will never be received. They’re final resolution to this matter has been an offer of $20.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This client agreed and purchased a non refundable vacation package using codes he purchased with [redacted]. The next day he contacted the agent and say he couldn't take off of work. When the agent explained that per the policies agreed to at the time of purchase of the voucher and at the time of...

redemption. the client said he would speak to his boss about getting those days off. The card holder never sent in the appropriate paperwork for cancellation so this is an active reservation.  To clarify we do not keep charging his credit card, a dispute was filed which submitted documentation for that was settled in our favor. In order for this reservation to be cancelled we need the appropriate paperwork filled out so we can proceed with the cancellation. If he would like us to send another form please let us know and we will email another one.