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All the names in this letter are correct.  I wrote down every single detail when I spoke with this awful company.  The only name I am not 100% on is the salesman’s name.  But I am almost positive his name was Reynaldo.  I understand this is lengthy, but this is exactly what happened word for word, maybe this will help someone out there who is going through what we are going through…This s****ed sometime late December…..I booked a vacation with them last year.  I received a fax through my work and we were looking to go on a vacation to Playa Del Carmen.  It looked legit and it seemed like it would be okay considering the fact that it came to my workplace.  I thought it was so****ing my managers did when they all went on these vacations.  What a joke….The salesman's name was Reynaldo.  I specifically asked him how nice the hotels were.  He told me they were all "5 star" hotels.  He also told me that he had one package left and that all the hotels had availability to book.  He also stated that the deals all closed at 10:00 that night.  It was almost 9:00pm and I didn't have my laptop with me so I couldn't look up the resorts.  Like a complete idiot I fell for his selling tactics.  We had to go in August because of my Fiancés job so I asked him if there were any extra fees to go in August.  I also asked him if there were any other fees that I needed to know about.  OF COURSE his answer was no.  After I asked my questions he transferred me to Customer Service.  When I got on the line with her I asked her the same exact questions.  When I was done, she read the contract.  In the contract, they try to make you agree to the fact that you are 21.  We are not 21 and I told her that twice.  She told me that it didn't matter that I just had to agree to it.  I told her no and after about 5 minutes of arguing she c****ed it to 18 or older.  So after that, she read the contract a***n, c****ed it BACK to 21 and tries to get me agree to it a***n.  Once more I make her c****e it.  Finally we were done with the contract.  Now this is where everything gets even better.....   The next day I called the booking department and spoke with Nakita.  She lets me know that there was only one hotel available…..  (Miraculously all 15 hotels booked up overnight.)  I look up the hotel and I there is no way in***** I would ever stay there.  The reviews were ghastly.  Roaches, rude****ociates, thieving****ociates....  the list goes on and on.  So I called her back and told her no way.  Conveniently enough, she said they had an opening for another hotel.  Now it wasn't horrendous so we decided it would be okay for what we were paying.  She then lets me know that it will be an extra $200.00 per person to go in August (Peak Season Fee), AS WELL as $100.00 per person for hotel taxes.....  I automatically think that this is so****ing that needs to be dealt with through Reynaldo.  I get off the line with her and call him back.  I confronted him about the hotel ratings and told him he lied to me.  He said “we do not base our hotels upon “star ratings” so I do not know how I would have told you that. That is so****ing that the Internet does, not us.“  After I listened to his quips and smart remarks for about ten minutes I asked to speak with his supervisor.  He said that he is busy and took my name and number.  Reynaldo said that he would call me back that day.  He never called so I called back.  Reynaldo wasn’t there and no one else knew what I was talking about so I left 5 messages over the course of about a week and a half.  Finally I called back one day and Reynaldo was there.  He put me on the line with his manager Rafael.  Rafael tells me that I verbally signed a contract and couldn't get a refund.  Then he rudely ***g up on me.  I called back, got a different****ociate and asked for Rafael once more.  She states that "Rafael hasn't worked here in almost a year."  Renaldo didn't even transfer me to a manager! He transferred me to another****ociate who acted as manager. I called back to speak with Nakita.  You could tell that she didn't agree either and was very apologetic but was not budging on c****ing any prices.  I asked to speak with her manager.  She put me on the line with Orlando.  I explained my situation to him and the first words out of his mouth were:Orlando:  You verbally signed a contract.  We do not offer refunds of any kind.  This was all explained to you in your contract."Me:  I specifically asked my salesman about extra hidden fees and if there were any fees to go in August.  I ALSO asked him how nice the hotels were and he LIED to me about everything!Orlando:  Well that’s a salesman for you.Me:  Yes, that’s your salesman and your responsible.Orlando:  We are not responsible for them.  We are a separate company, we just do the booking for them.  We can listen to the contract a***n if you'd like.So we both sit on the line and listen to the contract.  Conveniently enough, the recording s****ed right AFTER I asked all my questions.  It was a joke.  When I was transferred to customer service, the first thing the****ociate said was that our conversation was being recorded.  To any sensible person that statement means that ANYTHING that is spoken is being recorded.  Not things that are spoken ten minutes down the road.Now I express my feelings about this situation in a necessary manner and Orlando agrees to discount $300.00 worth of Peak Season Fees and $100.00 worth of hotel taxes.  So now on top of the $700.00 we still have to pay an extra $200.00. He also set up arrangements for us to be picked up and dropped off at the airport.  Nakita books us a vacation for the first of August.  We confirm our dates and she said we should receive an email in the next couple of days to sign and fax back.  I told her that I needed to make sure that we were going those days because he has to let his job know 3 months in advance for his vacation.  She promise me that no matter what, we had reservations for those days and nothing could c****e that.  She read us off the information one last time, everything was correct so we were finally satisfied (for the situation we were in).  She said she would e-mail us a form to fill out and fax back….It had been three days and we still hadn’t received the form so I called her back and she said she’d send it a***n.  After repeating this dance for a couple of days we finally received it.  It was fantastic! The form was asking us to sign and agree that we were 21 years of age.  I called to speak with Orlando.  This time, he had the audacity to tell me that I agreed that we were 21 in the contract!   I told him he better listen to it a***n.  (That was a great feeling by the way; finally so****ing that his rehe****d dialogue didn’t cover.)  He finally told me he would e-mail me a corrected form.  We received the form the next day.  Nothing was c****ed, every thing was exactly the same word for word.  I called back, he was on the phone with another customer.  I left a message.  Nakita said he would call me right back.  I called back an hour later and Nakita said that he was still on the phone.  He never called back.  I can almost guarantee that he was trying to find a way around sending me a form that said we were 18 or older.   About a week later he sends me a form that does state that we were both 18 or older.  We sign it and fax it in.  (It also stated that they could charge $700.00 to our bank card for the vacation, but that was correct so there wasn’t any problem there.)Nakita calls me about a week later and said that we needed to send the other form in…  I told her we never received a second form and she e-mails it to me immediately.  It states that we agree to go on the dates we agreed upon and that they could charge our card $600.00 for peak season fees and hotel taxes (Instead of the agreed amount, $200.00).  It also say’s nothing about the transportation he promised us to and from the airport.  So once a***n I am back on the phone with Orlando, who by now seems to be avoiding us completely.  About mid February we receive a form that is correct and we sign and fax it in.  We called Nakita for one last conversation to make sure everything was received correctly and there were no other forms to sign.  She said we were good to go and it was safe to book our flights.  She said she had faxed our information to the hotel.We booked our flights, took off work for those particular dates….. We felt we were finally finished with all the nonsense…. I had absolutely no faith in this company so I decided to call and check up on our reservations in mid April.  I asked for Nakita and she no longer works there, so I asked to speak with w***ver was working on my account.  Evidently when she walked out, no one took over her accounts and they were just sitting there wasting away.  The confirmation number the hotel sent back was never properly responded to and they eventually gave away our reservations.  I spoke with a girl names DaShae.  I asked her to take over my account and she agreed.  She said she would re-book it and call us back.  Surprisingly enough it didn’t happen.  The company never called me back and when I finally got a hold of Orlando he told me that the hotels were all booked up and no one had any openings for the days we wanted to go.  He suggested we switch days.  I told him we didn’t have a choice that we had to go on those days because of our flights and vacation days at work.  He said it wasn’t his problem and we were being unreasonable and hard to work with.  I told him we wanted our money back and he said there was no way possible.  I fought with them for about a month and a half and eventually he gave up.He transferred me to a lady named Carmen.  I explained everything once more and she said that she could give me my money back. She said she would put the money  in my account no later than ninety days.  I asked her to fax over a statement that said she would refund us our payments.  She agreed and said she would fax it to us immediately.  Of course it didn’t happen and I argued with her for about a month.  Finally she said that she couldn’t send me a statement like that but she promised to put the money back in our account ninety BUSINESS days from that day.  Not only did she push it back another thirty days, she also told me it would be business days now.  I told her it needed to be sixty days because she originally told me that about a month prior.  In the end I agreed to ninety business days…So here we are, January of 2009 and I am still trying to get my $900.00 back from them.

When I answer the phone, they always **** up on me. I let the voicemail get it, but they never leave a message.  I don't know why they call if the never want to talk?