Travel by Jen

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]

I apologize for the long hold times. I will have an agent call them now.

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 to. We refused to sign the form.
 
We independently confirmed with the hotels that our hotel reservations had been cancelled. Travel 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 fees. Their 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 rights. They clearly made the requested cancellations without our completion of their form. In 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 us. There 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]

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 NEVER not once told the agent that I was on a BUDGET & needed a CHEAPER vacation, you get what you pay for. I did call in regards to a pormotion that Travel By Jen also goes by Jetset was offering & the rate that was being advertised was doubled by the time the reservation was booked. The itinerary that was sent to me states, "ALL INCLUSIVE" which meant, food, drinks, snacks, tips & non motorized water sports. As I stated in my original complaint, there was none of this included, the water park was broken down, the pictures online are decieving they must have been uploaded when the resort first opened. I have 2 meals included in my trip, TWO not all inclusive. The rooms online are not the rooms that I was placed in, the rooms advertised are for Serenis Premier Club Members ONLY, that part of the resort I can see being rated 4 stars as the agent stated but NOT where I was booked to stay by Travel By Jen, I have attached the 4 photos I am allowed to attach, I have MANY more, I ordered a King bed & was given 2 full size beds pushed together & the bed felt like you were sleeping on concrete. I have looked at the reviews for Travel By Jen on [redacted] & now I am seeing that I was NOT the only customer that has been ripped OFF by this travel agency, I then looked at the resort on [redacted] & read their reviews as well & all those that were happy with the service & the resort were Premier members & those that were not had the same experience I mentioned, there were sevral that mentioned they thought they had an all inculsive trip as stated in the itinerary & only to arrive to 2 meals as part of the package deal, MANY have mentioned the uncomfortable, rock solid beds, the bugs all over the room dead against furniture, the MOLD in the bathroom and outside seating, MANY have mentioned getting sick from the food, so I am GLAD I chose NOT to eat there ans snack on things I had with me. I booked a trip with the TRAVEL AGENCY which by the way on the itinerary they mention in their response states " ALL SERVICES GUARANTEED BY JETSET VACATIONS". I was not told I had to go research the resort I was being booked to go to by an agent that works for a travel agency but I did & NOTHING that was advertised is what I received. I feel that Travel by Jen should reimburse me the FULL payment for the trip as they GUARANTEE the services they book to their clients if the resort wont do so. I am not even requesting everything EXTRA I has to pay to leave to get home early, it was a NIGHTMARE & I was in tears the entire time. Please let me know how I can add more photos to my response, I would like to show what I was supposed to get but what in fact I did get. Thank you
 
 
 
 
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 am in complete shock by the response from Travels by Jen. They sent the updated itinerary on April [redacted]. We were not notified of any changes of flights after that date. When we attempted to check in to the flight on the night of April [redacted] we were unable.. due to the fact that it was an incorrect flight. We 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 [redacted].  I am attaching a copy of the last itinerary sent to us by [redacted] from Travels by Jen.. This itinerary shows us leaving from DC at 7:05 am on 5/* and arriving at Newark at 8:08am.. It then shows us departing from Newark on UA 1486 at 9:15 am and arriving at Puerto Plata at 1:10 PM. It wasnt until we were at the airport that we were told that UA 1486 was actually going from Nebraska to Colorado. Once we were finally able to contact Travels by Jen, [redacted] aknowledged that the flight changed 2 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 notified... Fortunately the airline DID refund us for ouor flight so we booked the next flight out by ourselves, but that didnt leave until the next day. Travels by Jen refunded us $79.. which is lower than the amount of a 1 night stay at the resort. I am unsure of how a busniess like travels by Jen can opperate in the United States. It seems like a scam to me. Needless to say our anniversary was not what we had planned or hoped or even paid for. It was a complete disaster and Travels by Jen takes no ownership. We 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 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 Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I contacted [redacted] the same day he sent in the email to [redacted] - please see our email exchange
 
[redacted]
[redacted]
 
Dear [redacted] –
I received your form so your reservation is now cancelled. In 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 $566.52.
Total Reservation                  $1454.00
Airfare (nonrefundable)      - $787.48
Penalty                                    �...⇄ -$100 ($50 per person)
                                        ...⇄ ________________________________________
                                                      
                                        ...⇄ /> Thank you for having this information over to me so quickly. I will have this issued and mailed to you immediately.
Thank you. Feel free to let me know if you need anything else.
 
 
[redacted]
[redacted]
 
[redacted]
Dear [redacted] –
I received your form so your reservation is now cancelled. In 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 $566.52.
Total Reservation                  $1454.00
Airfare (nonrefundable)      - $787.48
Penalty                                    �...⇄ -$100 ($50 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]
 
###-###-####

The cancellation form stated the exact penalties that she agreed to at the time of purchase of the code. The $799 advertise rate was a starting from price and did not apply from her city. We have worked to get exceptions on her behalf to have the penalties waived that she was notified of prior to booking. Please 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 helpful.
Hi [redacted],
I am so happy that the airline was able to cancel the ticket and provide you with a refund. That 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 portion. Also – the tour operator said they will accept your email instead of the form we sent since you are having trouble sending it back.
I am so happy I was able to get this resolved for you the way you wanted to.
Take care and have a lovely day.
Danielle

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 2 business's I am just shocked at how you treat your customers. I feel that I have provided more than enough evidence to state my case and the false advertising your company displayed to me. I did research the resort and as I showed in he last response the photos that are online are not what I received. Not the room, bed, bathroom, access to the areas with the beds on the pool side. All that I thought were in my package after viewing this resort online. After seeing all they offer and arriving and not getting any of it, speaking to the resort and nothin being done about it. As a manager you are supposed to accommodate all your customers to an extent. I 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 FREE. I work very hard for my money. You stated that the resort offered me $150 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 $150 refund. Not per person just $150.  I do not feel either one of your offers is anywhere near fair. And 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 part. Nothing I saw online after looking at the resort was there when I arrived. The resort was under construction. Construction workers, machines etc. the photos online is NOT what we received. So please don't tell me "the customer is responsible for looking up the resort" because I did. How 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 etc. is still the same it was years back when.  This is NOT my fault. I 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 deal. As the travel agency you failed miserably. Again I am not settling for anything less than my full refund of the trip. Claiming that you don't have this money is outrageous. How do you as a business not have this money? I am sure that is a lie. I feel that I was lied to, mislead & I am being treated unfairly. Who 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 with. 3 months for an agent to tell me nothing can be done. Poor 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 limit. Please tell me if all I claimed is not in everyone of these reviews. The bed, the bugs, the food, the service, the front desk staff.... Thank you.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: We purchased 2 tickets for a vacation through [redacted]. However, the underlying service provider (TRAVELBYJEN) requires a call to set up and confirm the reservation. When calling the number agents do not answer. After multiple messages and calling back repeatedly an agent answered and I was placed on hold for over an hour.

The [redacted] is about to expire and I still have not gotten in contact with this company. They do not answer calls, emails or return calls.Desired Settlement: a full refund and an apology,

Business

Response:

Hello,

We apologize for the hold times. Due 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 it. We would love to work with them and once again apologize for any inconvenience.

Review: Me and my boyfriend had went through this agency for the first time to purchase what we thought would be a great stress free trip to Costa Rica. From the minute we left for this trip our travel agent by the name of [redacted] failed to send us all the important paperwork we needed for this trip as in our insurance information, rental car paperwork and hotel paperwork. We had to call back and spoke to someone else about these papers we needed and whomever we spoke to was incredibly rude to us and made us feel completely dumb. At the third hotel which was the last few days of the trip we had come to an issue in which the travel agent booked our flight to leave may ** and only booked us the hotel until may **, which left us stranded for 24 hours in a foreign country. We were beyond upset and did not have a phone to call this horrible company. After spending the whole day trying to deal with this issue we were able to talk our way into using the front desk phone and called Travel by Jen and demanded to speak to the [redacted] which her name was [redacted]. She gave us an option either leave to go home early or have us pay for another night. We were furious and said we wanted to go home because this was not our problem they booked us all wrong. [redacted] called us back and said there was no flights available which was a lie cause we saw online there were flights the company didn't want to pay the extra money. So she said she would pay for us to stay one more night in the hotel. We checked our bank statements when we got back to the states and there is charges for the room on our credit card. So this company lied to us and now we are extremely furious and want our entire refund back for this trip. 'Desired Settlement: We want a refund of this entire trip and a refund for the hotel room that [redacted] the [redacted] stated she would pay for us!

Business

Response:

Dear [redacted],

When a reservation is made through our office, the passengers receive an itinerary withal the details of the reservation that was booked. They are required to go over the information and make sure it is all correct. They 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 8 night vacation, and due to the error in the air it became a 9 night package. Had 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 date. Since 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 9 am on 5/**, we immediately began trying to rectify the situation. By 11:38 am that same day our company had added on an additional night and absorbed the cost. The package they booked and paid for was only an 8 night vacation, and due to the error in the air it became a 9 night package. The clients did not contact us upon their return to inform us that the card was charged directly by the hotel. We are in the process of checking with the hotel to see what if anything was put on their credit card. If 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 beginning. I am including the electronically signed form from the passengers approving the itinerary that was booked. Please feel free to let me know if you need anything else from me. Thank you.

Consumer

Response:

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]

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 deal. He in no way told us to make sure the dates and times were correct, he said he handled it, and we trusted him. It is in no way our responsibility to notice a mistake made by the agency. The 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 trip. Like 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 trip. We 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 information. It was then a half hour before leaving we received an email with the paperwork. This agency is unorganized and after fighting for over a day we did manage to call and speak to a [redacted] regarding the 24 hours we were going to be stranded. Yes 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 emails. We 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,

Business

Response:

I have some additional information and support for the above referenced complaint. The 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.com. All 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 2 spa treatments and a meal.

Please feel free to let me know if you have any other questions. Thank you.

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 and the matter has been resolved.

Sincerely,

Review: In the beginning of February, I purchased 2 vouchers from Groupon, for an all-inclusive vacation to the Dominican Republic. I booked this trip on February [redacted], 2014, after attempting to reach this company 3 days prior with questions regarding this vacation. I was told that all meals and drinks were included, as well as the airfare. The only thing that was not included was the round-trip transportation to and from the airport. I booked my trip with [redacted], and everything was fine at first. He told me that I would receive my itinerary 2 weeks prior to travel. I eventually had to reach out to [redacted] on March [redacted], to inquire about the itinerary, being that I was leaving on the [redacted] of March. He sent me the information that evening, and after reviewing it, I realized that I was not assigned seats on my flight. I sent [redacted] an email regarding this issue, and he stated that he was not sure as to why my seats were not on the itinerary, when the usually are. He then told me to go to [redacted] and enter the information on the itinerary in order to view my seating arrangements. I went on [redacted], and when I entered my information, it prompted me to select my own seats. (I've never heard of this before). When I attempted to pick a seat for my departure flight from JFK Airport, it stated that there were no seats available in Economy, and if I wanted a confirmed seat with extra leg room, it would cost $29.00 per person. However, I was able to pick seats returning to New York. As aggrevated as I was, I sent [redacted] an email regarding this issue, requesting a call back. The next morning I spoke with [redacted], and they told me that no seats were available (as I already saw), and attempted to put me on a morning flight with confirmed seats. However, they only had afternoon flights. So, I told them I would call them back. I called Jet Set Vacations or Travel By Jen (because they have 2 different business names, which I just realized, and don't understand), and spoke to a [redacted] by the name of [redacted]. I explained my concern, and you would've thought he would be understanding...instead his voice grew louder, as if I had no right to be frustrated. He told me that my seats are confirmed and guaranteed, however, I will not find out what seats I will be assigned to until I check in at the airport before boarding. He stated that I would be accomodated if there were no more economy seats, and would be placed in any seats available. He also told me that he has had several clients who were paid 500 dollars by an airline to take a later flight because their original flight was booked. What???? Okay I guess. He also gave me a number and said if I have any issues, I could call this emergency contact number and he would help me. After speaking to him, I called [redacted] back and spoke with a gentleman who stated that [redacted]'s claim was true to "some affect", however, he failed to mention that I may not get seated on that flight...(I was basically a standby). So there's a possiblility that I may get stuck for a while?! It makes absolutely no sense to me. This company was supposed to book my flight. I then sent another email to [redacted] saying that I requested a call back, and I have not heard from you. He called me back a short time later, and told me that he was not aware that the seating arrangements occur the way they do. You're an employee!!! How do you not know these things? Nothing was resolved, and there's a possiblilty that I may not board this plane. I would like to be accomodated for the inconvenience and frustration that this company has caused me.Desired Settlement: In the event that my seat is not confirmed, and I would have to pay extra money, I would like to be compensated for whatever extra money I had to spend. Anything else that I have to pay for I would like refunded for me. I also want to be accomodated for the headache and inconvenience that this company has caused me. I dont know what I should even refer to them by...(Travel by Jen or Jet Set Vacations)!!

Business

Response:

Dear [redacted],

I hope all is well.

Unfortunately all airlines only allow a certain percent of the plane for pre assigned seat numbers. Once 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 number. The airlines do allow upgraded seats for purchase for people who would like the benefits of a higher class of service. The person was never flying stand by. She had a guaranteed seat but not a guaranteed seat number. March * when she contacted her agent for the documents was the first business day after the they were issued which is 2 weeks prior to departure. that would have been Sunday March [redacted]. 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 do. We apologize for the inconvenience, but unfortunately this was out of our control.

Review: We bought a groupon for a Costa Rica trip and called Travel by Jen to book our vacation. We spoke with [redacted] and booked it for travel between November [redacted] 2014. Because of a family emergency, we had to postpone the trip the day before we left. We spoke with [redacted] at TBJ (Travel by Jen) and she assured us we would still be able to use the hotel credits for two hotels, a rental car, and get a voucher for airfare from [redacted], less the amount to change flights. Within a week, we tried to reschedule our trip. I sent emails and called with no answer or response. Two and a half weeks later, [redacted] finally responded saying he was out sick for that entire time. If someone is seriously that ill that they are out of work for over two weeks, their clients should be given to another agent, not just left hanging not knowing whats going on. That was totally unacceptable and unprofessional. After he got back, we tried to reschedule the trip. I told him I wanted to try for late January/early February, depending on price. He got back to me saying I had to give him specific dates as he could not scan cost for an entire month as it would be too time consuming for him to do that. He also explained the breakdown of fees we would be paying for canceling and switching dates. After ping ponging emails for a couple of weeks (because he would take days at a time to respond to them, which again, is unacceptable because this is a very time sensitive matter. Flight prices go up drastically the closer you get to the travel dates.) which got us no where and nothing booked, he finally came back with a cost of $999 a person! That is even more than we paid for the initial cost of the trip!! How is it possible that the change fees added up to that? Well after a few more emails of trying to get him to explain the price, he finally stated that that was the cost of an entire new booking, not just fees for changing the trip. He then went on to (very rudely) tell us that we forfeited our trip because we canceled last minute and would need to purchase a whole new trip. I don't understand how he just decided to change things up on us, and tried to slip it past us that this was the cost for a whole new trip when he had previously told us we would only be responsible for for the CHANGE FEES, not a whole NEW TRIP. Also, just to reiterate, when we initially called to cancel and spoke to [redacted], she also stated that it would just be change fees, and not a forfeit of the vacation. After challenging this new information, he came back with an apathetic apology saying we did in fact have travel vouchers for the hotels, airfare and rental car. He had us call [redacted] to get the amount of our travel voucher. He didn't give us a voucher number, or previous flight number, so I called 3 separate times, literally spent hours trying to find out the voucher amount, only to be told that there was no history of [redacted] and I ever being booked in the first place for our original November [redacted] trip (?!?!?!). We went back and forth in emails again, trying to get something booked with no avail, so I started calling. When I called, I was informed that [redacted] was out sick AGAIN. I asked to be placed with a new agent as [redacted] had been no help, and quite insulting to boot. We were placed with [redacted] since she was familiar with our case. Once we were placed with [redacted], I called literally every day to try to book. Every single time I called it was either, "I don't have your file in front of me, let me give you call back in an hour", "I'm going to look up the prices for the dates you chose. Let me call you back later today", or "I need to get all your voucher information, I promise I'll call back today". I've called at least 8 times and EVERY SINGLE TIME she gives me a run-around excuse. I have even called and asked to speak to a [redacted] or [redacted], to which I was told that they were in a meeting at the time of my call. The person I spoke to was [redacted], he swore up and down that a [redacted] would return my call and took my information. Surprise, surprise, no return call. [redacted] has only called back 1 time (Feb.**), to ask the date we wanted to rebook for and during that call she again promised to call us right back with the change fee amounts so we could book it. We chose the first week of May for our new dates as it was far enough out that flight prices wouldn't be too high and it was the latest possible date before the wet season starts. Costa Rica has a dry season that runs from the beginning of December to the beginning of May. If you go during the wet season, it rains almost all day, every single day. That wouldn't be much of a vacation now would it? Well now it is March ** and she still hasn't called, that is over a month!!! Yesterday I received an email from TBJ which was a itinerary and invoice for what we owed. THERE WAS NEVER A CALL FROM HER, NOTHING WAS CONFIRMED, how do we now have a random bill, with prices that were A: NEVER DISCUSSED OR AGGREED TO, and B: higher than the original cost of the groupon! Because she failed to call us back and give us confirmation of the trip, those date no longer work for us because of our jobs. We will have to post pone our trip almost a year to wait for the dry season again, but even so, I understand that if your don't use your travel voucher within a year, the vacation is forfeited anyway. I have done literally everything in my power to try to rebook this trip, but TBJ are professional scammers and do whatever they can to con undeserving people out of hard earned money (as is evident in all the other complaints filed against them, and on yelp. I just wish I had seen those before I purchased in the first place).Desired Settlement: I want a refund for the full amount paid for the trip.

Business

Response:

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.

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 and the matter has been resolved.

Sincerely,

Review: I booked a trip all inclusive trip and I couldnt make it so they would not refund me any money when they said I had air fare credit now when I ask questions they are responding like I'm bothering them and there doing me the favor! This is there job to assist people to help us book trips and now I have no airfare and no one is helping me or giving me any answers that im entitled too.They sent me an email with a air credit and I called JetBlue and there was never a credit ISSUSed in my name at all and the conformation number was wrong as well . I feel like im in a game of ring around the [redacted] . Calling this company travel by [redacted] speaking

With [redacted] who was helpful no not at all !!! I would like the full refund I never went on any trip I paid 2000 for and now they won't even give me any answers THIS IS AN OUTRAGE PEOPLE ARE Getting Robbed from this companyDesired Settlement: They sent me an email with a air credit and I called JetBlue and there was never a credit ISSUSed in my name at all and the conformation number was wrong as well . I feel like im in a game of ring around the [redacted] . Calling this company travel by [redacted] speaking

With [redacted] who was helpful no not at all !!! I would like the full refund I never went on any trip I paid 2000 for and now they won't even give me any answers THIS IS AN OUTRAGE PEOPLE ARE Getting Robbed from this company

Business

Response:

The person who is filing the complaint purchased a non refundable package on 3/**/2014. in April we received a call that he would no longer be traveling since he was divorcing the person and his wife (ex wife) would be traveling with someone else. He filled out and signed the cancellation form stating he understood that this package was non refundable. We gave him his ticket number and told him to contact JetBlue directly and he had one year from the purchase date to use the ticket. He sent an email on Friday saying he was unable to use his credit. [redacted] immediately called JetBlue to see what was going on. Jet Blue said unfortunately the credit is past one year so he could no longer use it. [redacted] spoke with several supervisors trying to get the credit extended, but unfortunately there was nothing that JetBlue was willing to do. SO to recap - Chris cancelled himself off a non refundable package, agreed to those terms, was given a credit with the airline, and let the credit expire. Feel free to let me know if you need me to provide any further information. Please let me know if you need me to provide the signed form.

Review: I purchased a Groupon for a trip to the Dominican Republic through Travel by Jen. After being put on hold for HOURS, our trip information was booked incorrectly. After attempting to contact Travel by Jen via email and phone multiple times, I still have not received an answer. I'm left wondering if Travel by Jen is a scam, because I still have not received any sort of true confirmation for my trip, yet my friends and I have paid them nearly $6,000. I am extremely frustrated and disappointed in their complete lack of customer service.Desired Settlement: Please improve your customer service. People will no longer purchase trips through Travel by Jen if this is how they treat their customers. Also, please respond to my emails and prove to me that I didn't just waste $6,000.

Business

Response:

Dear [redacted],

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 agency. Although the booking did reflect it was not fully “paid”, that was an internal note that we were awaiting reimbursement from groupon. That was not money owed to us from the client. The reservation stated 1 groupon – and that was just reflecting 1 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.

Review: I contacted Travel by Jen from a number advertised on [redacted]. I spoke with [redacted] who started the process of booking my trip. He advised me that the cost would be more flying out of Newark Airport and I understood that.

When I received my contract to sign I was sent someone else's information. [redacted] apologized, after looking back I am now worried about the security of my information.

When we got to the Dominican Republic we got a shuttle from JetSet, it was then we discovered that [redacted] booked us at the airport 2 1/2 from the resort. I had contacted the resort prior to ask about Taxi fees and we were told it was only a 15 minute ride and would cost $30, however that was at a different airport. So our first day was wasted in travel.

Arriving at the resort we were immediately dissatisfied. The location was in a bad area and the resort looked nothing like the pictures. The disappointment continued when we were brought to our "Superior Oceanview" room, which had no view of the ocean, instead it was behind a rowdy shack of a bar. The room itself was nauseating, it smelled heavily like mildew and had mold on the ceiling. The floors were dirty and when you turned on the faucet bugs came out. We fought back and forth with the front desk for a new room. Finally, they moved us to a room "without a view". This room was tolerable even with a broken hall light, a TV that worked when it wanted and a broken shower. Both of these rooms lacked a latch lock on the door which allowed workers to come and go as they pleased. As we walked around the resort we would find that security did nothing to keep out the locals. The "watersports" were not what they advertised (ad said snorkeling and kayaking were included but those were additional), instead they consisted of two broken basketball hoops by the pool, and a volleyball net. To top it off the food was disgusting, my fiance and I managed off the junk food in the hotel's shop.

That same night I paid for internet access to contact [redacted] and express our concerns for our well-being. I asked the front desk when a representative would be available to speak with in person, they told me Saturday. Not wanting to wait two days (we came on Thursday night) I asked to use the phone but the hotel refused. Saturday morning I was able to speak to a JetSet representative who informed me that the resort would refund me for all but one night if I left today. I agreed, and asked him to book a flight out. He said he could not assist me with booking and that since it was a weekend there was nobody to talk to at Travel by Jen. So again, I paid for WiFi and booked the first flight I could find to Miami (where our connecting flight was scheduled on Tues). The flight cost me $907, which included almost $300 in taxes that the airline later informed me I could of avoided if JetSet or the hotel had allowed me to call.

Once we were safely in Miami I emailed and called [redacted] to inform him of what was going on. I finally heard back after emailing him again on Monday 4:59PM via email, he said he would look into the refund.

Tuesday I got a response stating that the hotel would refund me $360 and that I needed to respond that I accepted this. He stated "Once you are refunded there will be no form of future compensation for this trip." Which I find unacceptable after the trip cost me $1758 then $907 for a last minute flight due to their lack of research and misleading photos.

Upon speaking to [redacted] over the phone there was no other solution offered. Finally after complaining about not being able to speak to a supervisor he provided her number.

[redacted] was immediately abrasive when she realized who I was. She claimed that "it is not our responsibility if you don't have a good trip." I said it was a matter of safety which she blew off stating that no one else complained but I found that to be false reading the online reviews of the company.

[redacted] stated that they could not offer any other compensation besides the $360 since the airfare was used. However, I pointed out that the original flight home was not. She then asked me to email her the tickets we purchased to leave and she would look into this. I did and have not yet heard back.

A trip that was supposed to be $1758 all inclusive wound up costing us nearly $4,000. I am requesting a full refund for this trip for the lies, stress, and wasted vacation days from work. I am not even asking them to cover the $907 last minute flight or the 3 nights we had to pay out of pocket for a hotel in Miami, just the original purchase that I feel was misleading.Desired Settlement: $1758 in full refund.

Business

Response:

[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.

Consumer

Response:

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 issue. Even 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 paid. The 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 with. I have a written receipt from the representative the day of, attached to my atm receipt. [redacted] states that $1002 was allocated for airfare however my credit card shows that only $799.60 ($399.80 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 in. I have three other Agent Fees/ Travel by Jen fees that have not been explained to me. The 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 $360. 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 this. After the experience with Travel by Jen we do not feel comfortable working with them or leaving the country for a while. I explained this and was told I can "sell" my vacation to another couple. This is not a reasonable resolution, I am not a sales rep for Travel by Jen nor would I recommend a vacation by them to someone. Why 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 involved. Once, 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 2 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,

Business

Response:

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 $270 ( net rate) and we are issuing $360 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 own. Wehave 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 carrier. Furthermore, we were not"unwilling" to help her. She contacted our agency after businesshours and our rep contacted her as soon as we were open again (Monday Morning)and she was already home. The 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 else. BUT that is a receipt from VIP who we use for transfers, and itseems she paid them directly for transfers while in destination. We did notcollect ANY money for her transfers nor did we book or pre-arrange them. I did,however contact VIP on her behalf and they refused a refund because thetransfer service was provided. 4. We pay our suppliers directly, and charge our clients for their package. Themerchant processor appears on statements as "service fee", but alarge portion of that money is paid to the suppliers. If she is referring toany agency profit or commission, our company and representative booked theexact package that [redacted] called in reference to. There will be no refund forour services that were provided. I will also like to comment on the [redacted] reviews that she included. [redacted] hasfiltered all of positive reviews and will not pull up when our company issearched. Only when someone clicks on see filtered reviews will our positivereviews come up and I including some our positives and will star our mostrecent. Again, the filtered section there is 8 pages of positivesreviews, I have only included the most recent/

Consumer

Response:

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 still not offered a refund for services not used and not provided. The 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:1. I still have not received this refund of $360 from the hotel. I have an email from [redacted] attached that shows they will not issue it until I agree to not further compensation, so they are withholding this.2. I've spoke to US Airways and American Airlines, the two companies are in the process of being merged together under American Airlines. They both agreed I should be refunded the return airfare that I did not use. I even spoke to [redacted] about this and she was supposed to look into it however stopped when my Fiance wrote a poor review on [redacted]. Since Travel by Jen records all their calls, there should be a record of this, I also followed up with an email that [redacted] requested, after the call, of the new tickets I purchased so that she could "look into" a refund for the unused flights. I also contacted [redacted] via email the night we landed (1/*/2015) and on 1/*/2015 (Friday) for assistance on leaving. I attached that email as well. I also asked the hotel the morning of 1/*/2015 for a way to speak to our travel agency since internet was limited at the location and we did not feel safe staying. They directed me to the VIP agent the next morning. 3. The "receipt" is the only form of "proof" VIP (the company Travel by Jen uses) could provide when asked.4. The travel agency and [redacted] did not provide the services they advertised. [redacted] 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 not. This 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 [redacted] reviews I shared, I attached the overall rating of this company. 1 and a half stars. I just want to point out that you can not rate a 0 on [redacted]. Clearly, most of their customers are not happy. Besides [redacted], even on the Revdex.com.com they are currently rated a C. Travel 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,

Review: We have serious complaints about the accommodations included with the

Adults-Only BlueBay Villas Doradas Stay with Airfare from Travel by Jen

The [redacted] and Travel by Jen websites do not accurately describe what you receive in terms of accommodations at BlueBay Villas Doradas, to the point of being fraudulent.

1) Food: [redacted] site says "four restaurants as part of the all-inclusive perks." The Blue Bay Villas Doradas site says " [redacted]" Neither of these is accurate. If you are staying 4 nights, you can only eat at the restaurants 2 times. Otherwise, you must eat in the cafeteria. There are only two restaurants and a cafeteria and a snack bar. No creperie, no Mexican restaurant, no Chinese restaurant.

The food is repulsive, not fresh, and I got food-poisoning from eating it. Things like chicken wings are chopped into un-recognizable bits to cut costs and stretch the food farther. The drinks offered were made from the lowest rail liquor and poor quality mixers. No real fruit juice to be had.

2) Neither website mentions that you are required by the resort to sit through a high-pressure sales pitch where the resort tries to sell you a vacation time-share-type package. We were required to sit for almost an hour despite the fact that we told them we weren't interested from the beginning.

3) Both websites include photos of a "sample" room that looks luxurious and that could not be farther from the truth. The room was outdated, the sheets had large tears in them, pillows had holes, bed was horribly uncomfortable, you could hear every sound coming through the paper-thin neighboring room's walls and most importantly, our toilet broke 3 times and would not flush. We complained each time but were not given a new room. We left on the 2nd full day because the toilet broke yet again just as I was developing food poisoning. I am sure you can understand how completely screwed up that situation was, given the copious amounts of vomit and diarrhea involved.

4) The [redacted] site says the "all-inclusive plan also covers an intro to diving lesson." This does not exist and no one knew what we were describing.

5) The [redacted] site lists 18 hole golf course as an amenity at the all-inclusive resort and does not say that it is not included and is $75 a day to use--this is extremely misleading.

6) When we notified Travel by Jen that this was out honeymoon, they stated in writing that we would receive a complimentary bottle of wine and fruit tray. This was never provided.

7) When we tried to talk to the concierge from Coming2 (they explained they worked for Travel by Jen), he was completely unhelpful, did not advocate for us, and told us to call Travel by Jen even though they weren't open and leave a message on their emergency line. He would not expedite a new room with a working toilet for us (we were told we needed to wait 4 hours) and he did not help us find other accommodations. In fact, we had to pay an exorbitant fee to use the internet for 30 minutes to find another local hotel.

8) The water in the pool was disgusting, full of floating unidentifiable bits of who knows what.

We had tried to make the best of a bad situation, but were forced to leave the hotel early (due to the impossible bathroom situation) and make other accommodations at our own cost for two nights. We were not given any assistance in finding alternate accommodations.

We have repeatedly asked Travel by Jen for a refund. We started contacting them, in writing, while we were still in the Dominican Republic and before changing hotels. They have offered $160 and a $100 travel voucher to use with them. This is unacceptable. The room itself that we vacated two nights early is worth more than $160 and we will never travel with this company again, so the voucher is useless. In addition, we incurred fees for the internet to move to another hotel, and fees for medicine due to food poisoning directly from the food served at the "resort." Plus this experience ruined our honeymoon!!!!! I was sick when I should have been enjoying myself. They could seriously kill an older person or a child with that food.Desired Settlement: $400 cash. This represents the cost during holiday season for a standard room for 2 for two nights ($172 *2 =$344) plus $56 for internet to find a new hotel, medicine at the pharmacy, and all of our time spent trying to hold this company responsible to marketing a hotel they clearly no nothing about (or don't mind about lying about) in order to make sales.

Business

Response:

We apologize that [redacted] did not like the accommodations she chose for her vacation. She did not make our company aware of any issues until she had already checked out. At that time we contacted the hotel to see if they would offer any refund for her pre paid no refundable service. The hotel agreed to a $160 refund out of the $560 land portion she paid and we also included a $50 per person future travel credit. We have already notified [redacted] of her compensation. Had we been notified prior to her check out we could have tried to work with the hotel or tried to locate her. Id like to add that there is no mandatory "high-pressure sales pitch" that is required on this or any of our packages, and apologize if she was misled. We would be more than happy to go back to the hotel and see if they are willing to offer anything else as compensation but as mentioned before this was a non refundable package that was prepaid to all suppliers.

Consumer

Response:

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 hotel. We 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 stay. He offered no resolution. No 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 hotel. The $160 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 again. Travel by jen acts like the only way for us to be refunded is for the hotel to refund us. This is a false premise--Travel by Jen can refund us! And to say that the high pressure sales meeting does not exist is outrageous. It 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,

Review: My husband and I booked a trip with Travelbyjen in August 2013 based upon a word of mouth recommendation from a friend. I explicity told the agent to book us a flight that did not charge baggage fees because we had a Delta card that would allow us to avoid these charges. The agent verbalized understanding. I had to contact the agent 2-3 times before receiving our itentary for the trip. Once finally received I reviewed the documents which had a disclaimer "additional baggage fees may apply." I immediately called the agent and he rudely proceeded to tell me we would not have any fees and there was no reason for me to call that he had taken care of everything. I asked what I needed to do if I was charged fees the next day at the airport and he gave me a phone number stating my call would be sent straight to the owners of the company and it would all be taken care of, but again would not need to be because my flight would not charge the baggage fees. The next day at the airport low and behold we were charged baggage fees, I attempted to call the number which went to a voicemail and I never did speak to anyone/receive a call back. The woman at the counter did wave the fees; however, stated they would not do this on the way home, which they did not. We had to pay an additional $60 for our trip that was not budgeted and we were told multiple times would not have to pay. In addition we had issues with the flight. United has granted us a $100 travel voucher per flier and an additional $14/person refund. United has told me the refund was sent to our travel agent and they would in turn return these funds to us. We have been fighting with this company to get what was rightfully ours since August. $88 may seem like a trivial amount, but I was raised to stand up for what I believe in and that is what I am attempting to do. My last contact with the company was to inform them I would contact the Revdex.com if we did not receive a response that our refund was on the way. This wonderful vacation has been tarnished by the deceitfulness and terrible customer service at travelbyjen. Though I feel we deserve much more, I ask for assistance in the return of our $88 and that no other traveler has to deal with these issues. The story is slightly more extensive and I can provide additional details as needed. I was a receipient of a Revdex.com scholarship for integrity in 2005 so I share first hand in what your company stands for. I look forward to some progress with this issue.Desired Settlement: I would like at the very least for our $88 dollars to be refunded. If this company had any bit of customer service an additional refund would be applied to compensate us for an 8 month struggle to resolve the issue.

Business

Response:

Dear [redacted] ,

I would like to start by apologizing for any miscommunication on this reservation. As [redacted] has been told by our agency numerous times we have not received any refund from united airlines for her reservation. There 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 to. If 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.

Consumer

Response:

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,

Business

Response:

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 Revdex.com can see that we have done all we can to help.

Consumer

Response:

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]

Again, the point is being missed! The fee never would have been imposed had your agent properly known the policy of the airline and booked appropriately OR took matters to resolve it appropriately when I called with the concern just prior to leaving for our trip. I am again appalled at this not being resolved and the fact that it is a year later and you are unwilling to compensate us for your agent's mistake. Again, we are not asking for the trip to be refunded, just the baggage fees. People go through travel agencies to make going on vacation easier and safer. I have had to do the majority of the work. I will be sure to share our negative experience to make sure others do not mistakenly book with your company and have all the problems we have had. Also, I would love the number of the company that received our $28 so that I can get that returned.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I unfortunately booked a vacation through travel by Jen. The vacation was absolutely horrific and was in many ways the opposite of what was advertised and sold to me ( I'm not referring to them over embellishing features of the resort, I'm speaking about complete false advertisement. I was sold a service I never received). I gave them the opportunity to resolve the issue with back and forth emails that went on for over 6 months. They continued to lie to me via email the entire duration of the dispute. They now will not respond to me at all and have not come to a resolution.Desired Settlement: I desire a full refund. I would be happy to forward all of the emails between the company and myself explaining that how horrid the "service" was and what I paid for without ever receiving.

Business

Response:

This passenger purchased an upgraded room category that she did not receive for the first night of her vacation. We contacted the hotel who authorized a refund in the difference of the two room categories for the one night that we offered to put back on her card - PLUS a future travel credit for the inconvenience. This passenger flew on the flight, stayed at the resort, and consumed amenities and services at the resort and therefore will not be refunded in full. She was offered a refund for the service she not receive which again was an upgraded room for one night.

Consumer

Response:

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 complaint. I 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 6 months to come to a conclusion that proved they didn't even read my complaint to begin with. It'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,

Business

Response:

We apologize that compensation offered from the hotel is not satisfactory. Unfortunately all services are pre paid in full per the terms and conditions. We can offer a future travel credit that can be applied to a new reservation for travel in the next year of $75 per person. Thank you.

Consumer

Response:

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,

Review: This was my situation:

I called the agency (now learning to go on [redacted] BEFORE doing anything with ANY business) & spoke to an agent letting him know that I wanted to book a surprise 30th birthday trip for my boyfriend. I wanted him to have his feet in the sand, a drink in his hand & the sun in his face for that special, big day. I explained that I have never been on a resort or out of the country on a trip like this & I am trusting him; as this is his job, to make this trip memorable. & let me tell you, IT WAS...

A RED Flag, should have been drawn, when the agent tells me that I will receive my itenerary 2 weeks before the departure date. I mean, why? If I paid for it, why would I not get it right then? 2 weeks before the departure date means you cannot make any changes to the the flight THEY chose for you unless you are willing to pay the OUTRAGEOUS rates at that point in time.

We arrive in DR after a horrible flight. We get to our cab & meet a couple waiting for the 3rd party to arrive so we can leave, they notice my itinerary with Travel by Jen on it & tell me that they booked this particular trip with them & have had nothing but problems, their flight was canceled the night before departure but the hotel & cab were not, the agency was closed because it was Sunday & there is no way to get a hold of anyone. Either way, we arrive at Sirenis Resort. I notice there are two parts to the resort; Sirenis Cocotal (which is what my itinerary says I was booked) & Serenis Tropical. For some reason, when they check me in they change my original booking to now Serenis Tropical, not sure why & what the difference is at this point. Then we are asked to go to a desk to speak to a hotel representative who will be making a reservation for 2 complimentary meals in the resteraunts they have on the resort. Now I'm confused, why am I making a reservation for ONLY 2 complimentary meals, I am on the resort for a week & this is an ALL INCLUSIVE trip, I am then informed that this is NOT the case, this is their OFF season, they only give 2 complimentary meals. ARE YOU KIDDING ME? Nope,they were dead serious. We get to our room and it is in the back end of the resort down a long walkway & the space we had looked like it was abandoned. There was not a soul in site.The room next to the one we had, had a broken door, that was wide open & inside this room was filth, mold & debris, it looked like something you see in a horror movie.The room was absolutley disgusting, I am not a high maintenance woman, but this room was just horrible. The atmosphere from the moment you walk in. The color of the room was an off white/tan color on the walls & the bedding was BROWN. Who the hell books a isalnd resort & expects a room like this? I know thats not what I was expecting.

Regardless, we were in the room for 1 hour before booking the 1st flight back home, when we get home, I give the agent a call & he asks me to email him the situation & send photos, which I did on Oct.**, 2015, I had to be the one to email him for an update, not once did he try to reach out to me. Almost 3 months after, I get an email, that they are sorry for all my troubles, but they were not able to get the resort to reimburse or compensate me for anything, BUT they will refund me $150 for my $2000 trip, that ended up costing me well over $3500. I am just insulted that this is how the handle customer service, if the resort won't reimburse me, then the agency I BOOKED with should, at least the money for my original trip. I had photos & reciepts emailed to them showing all I spent & they inform me that the resort will not reimburse me. I did not book my trip with the resort. I booked it with the travel agency and they should be held responsible for something when they referred me to the resort.Desired Settlement: I would like to be reimbursed for my the amount I paid for my trip at least. I was not asking to be reimbursed for the additional money I had to pay to fly back home early, the food that was supposed to be included in my trip, the cell phone bill for international calls when I was under the impression there was wifi included and it wasn't.

Business

Response:

The client called our office to book a vacation package. We offer a large number of hotels that vary in stars from 2.5 -5 all with different amenities and prices. Our 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 running. Information 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 amenities. Just 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 refundable. It is the travel documents do not get sent until 2 weeks prior to departure. The cost of the package was $2066 total which includes the roundtrip airfare of $864 and the round trip transfers of $100 leaving $90 per person per night that they paid for the all inclusive resorts. that includes meals, drinks, snack, tips and non motorized water sports. All services were pre paid in full and non refundable. Even if those services go unused. However, we contacted the resort and asked for an exception on their behalf and we were offered a $150 per person refund which I passed on to the client.

Consumer

Response:

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 NEVER not once told the agent that I was on a BUDGET & needed a CHEAPER vacation, you get what you pay for. I did call in regards to a pormotion that Travel By Jen also goes by Jetset was offering & the rate that was being advertised was doubled by the time the reservation was booked. The itinerary that was sent to me states, "ALL INCLUSIVE" which meant, food, drinks, snacks, tips & non motorized water sports. As I stated in my original complaint, there was none of this included, the water park was broken down, the pictures online are decieving they must have been uploaded when the resort first opened. I have 2 meals included in my trip, TWO not all inclusive. The rooms online are not the rooms that I was placed in, the rooms advertised are for Serenis Premier Club Members ONLY, that part of the resort I can see being rated 4 stars as the agent stated but NOT where I was booked to stay by Travel By Jen, I have attached the 4 photos I am allowed to attach, I have MANY more, I ordered a King bed & was given 2 full size beds pushed together & the bed felt like you were sleeping on concrete. I have looked at the reviews for Travel By Jen on [redacted] & now I am seeing that I was NOT the only customer that has been ripped OFF by this travel agency, I then looked at the resort on [redacted] & read their reviews as well & all those that were happy with the service & the resort were Premier members & those that were not had the same experience I mentioned, there were sevral that mentioned they thought they had an all inculsive trip as stated in the itinerary & only to arrive to 2 meals as part of the package deal, MANY have mentioned the uncomfortable, rock solid beds, the bugs all over the room dead against furniture, the MOLD in the bathroom and outside seating, MANY have mentioned getting sick from the food, so I am GLAD I chose NOT to eat there ans snack on things I had with me. I booked a trip with the TRAVEL AGENCY which by the way on the itinerary they mention in their response states " ALL SERVICES GUARANTEED BY JETSET VACATIONS". I was not told I had to go research the resort I was being booked to go to by an agent that works for a travel agency but I did & NOTHING that was advertised is what I received. I feel that Travel by Jen should reimburse me the FULL payment for the trip as they GUARANTEE the services they book to their clients if the resort wont do so. I am not even requesting everything EXTRA I has to pay to leave to get home early, it was a NIGHTMARE & I was in tears the entire time. Please let me know how I can add more photos to my response, I would like to show what I was supposed to get but what in fact I did get. Thank you

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Sincerely,

Business

Response:

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.

Consumer

Response:

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 2 business's I am just shocked at how you treat your customers. I feel that I have provided more than enough evidence to state my case and the false advertising your company displayed to me. I did research the resort and as I showed in he last response the photos that are online are not what I received. Not the room, bed, bathroom, access to the areas with the beds on the pool side. All that I thought were in my package after viewing this resort online. After seeing all they offer and arriving and not getting any of it, speaking to the resort and nothin being done about it. As a manager you are supposed to accommodate all your customers to an extent. I 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 FREE. I work very hard for my money. You stated that the resort offered me $150 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 $150 refund. Not per person just $150. I do not feel either one of your offers is anywhere near fair. And 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 part. Nothing I saw online after looking at the resort was there when I arrived. The resort was under construction. Construction workers, machines etc. the photos online is NOT what we received. So please don't tell me "the customer is responsible for looking up the resort" because I did. How 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 etc. is still the same it was years back when. This is NOT my fault. I 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 deal. As the travel agency you failed miserably. Again I am not settling for anything less than my full refund of the trip. Claiming that you don't have this money is outrageous. How do you as a business not have this money? I am sure that is a lie. I feel that I was lied to, mislead & I am being treated unfairly. Who 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 with. 3 months for an agent to tell me nothing can be done. Poor 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 limit. Please tell me if all I claimed is not in everyone of these reviews. The bed, the bugs, the food, the service, the front desk staff.... Thank you.

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Sincerely,