We are in receipt of the letter from MariAne Matus, Senior Customer Care Specialist. We would like to state, for the record, that we are appalled by the way we have been treated by Apple Vacations, Inc. I understand that a cancellation of a day trip can be an inconvienience to you, but we feel, most ardently, that for you to keep our ENTIRE $200+ fee when we still have the voucher in our possession is nothing short of GREEDY. As a small business owner I believe the customer is always right. I had expected at least some respect and consideration but we have received none. Most companies would have, perhaps, charged a cancellation fee and returned at least part of our money, especially when we are still in possession of the voucher.
Instead, Apple has greedily and, in my opinion, unethically, taken $200+ dollars from us. This is despicable. Our trip to Punta Cana was our first Apple Vacation, and I promise you, our last. Because I believe in the power of "word of mouth" advertising I will make sure I post our story on the web in every location I can. I will also be more that happy to share our bad experience with our friends and neighbors. The least I can do is make sure that no one else is swindled by your company.
Apple Vacations does not allow its customers to cancel a day trip. We arrived on 2/13 and attended the "Apple Orientation." It wasn't an orientation at all, but a sales pitch in which we were sold day excursions that cost extra. We scheduled a trip for the next morning, 2/14 even though we were doubtful we would attend. We were only there for two days and really just wanted to relax at the resort. We hadn't paid at this point but received a call in our room informing us that we had to pay that night. We paid, again, even though we were doubtful of our commitment. After realizing we were exhausted we tried to cancel and were told there were no refunds.
Apple is playing a "he said, she said" game with us claiming that we were told during sales pitch/orientation that the trips were nonrefundable. We dispute this fact, but Apple is using this tactic to claim they have the right to keep all of the $200+ they took from us. We are in still in possession of the voucher that we were to present to the guide upon boarding. We were told that this voucher would prove that we did not attend and would help us in securing a refund from the corporate office when we returned to the states. This was, of course, not true. They refuse to give us a refund. We'd understand if they wanted to charge a cancellation fee and return only part of our money. But, no Apple, they've kept it all. In my opinion this is just plain old bad customer service. This was our first and last Apple Vacation.