• Report: #1069808

Complaint Review: Premier Cancun Vacation

  • Submitted: Wed, July 24, 2013
  • Updated: Tue, October 15, 2013

  • Reported By: robert — Guadalajara Maryland
Premier Cancun Vacation
Xpuhil No. 3 Suite 8218 SM 27 Nationwide Mexico

Premier Cancun Vacation Cancelation Cancún Quintana Roo

*Author of original report: refund

*UPDATE Employee ..inside information: Full Refund

*UPDATE Employee ..inside information: Reservation Reconfirmed

*UPDATE Employee ..inside information: Reservation Reconfirmed

*Author of original report: After Calling to the manager of customer services

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We have a reservation for 2 adults (for 4 nights) in Cancún, starting of August the 8th. This reservation was part of a promotion including two trips to cancún, a cruise and a trip to orlando.

The reservation was confirmed and the travel agency asked us for our planes schedules. They gave us (since march 2013) the confirmation that we could buy the plane tickets. Everything fine up to now.

Today (24th of July 2013), we recieved a call from the agency, informing us that our trip to cancún was canceled because we had already taken a similar trip within the same year, this would mean we were out of the contract, meaning a brutal cancelation of the next journey.

The main problem is that the Premier Cancun Vacation crew gets quickly rude and unpolite. Twice they cut the call and wouldn't answer on further calls. Then, calling another time, asking to speak with the managr, another rude (but correct) person told us it was our responsability to check contract before booking the trip, even if the travel agency gives reservation confirmation.

 

To sum up, this company treats here customers as s**t, saying them they must be carefull and that it's not Premier Cancun Vacation's responsability to advise customers of the impossibility to travel on these dates. This is an advice to any people interested in buying cheap all inclusive trips to Mexico, do not buy them from unknown companies, and do not get attracted buy low prices. It usually means high "taxes" and "extra charging"...


This report was posted on Ripoff Report on 07/24/2013 04:11 PM and is a permanent record located here: http://www.ripoffreport.com/r/Premier-Cancun-Vacation/nationwide/Premier-Cancun-Vacation-Cancelation-Cancn-Quintana-Roo-1069808. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

refund

AUTHOR: arthur - ()

Finally, we recieved a full refund from the company.

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#2 UPDATE Employee ..inside information

Full Refund

AUTHOR: PCV Quality Control - ()

During the time that passed between your two posts, several attempts were made to reach you by telephone so that we could advise you that your reservation had been re-confirmed.  Unfortunately, however, we were never able to reach you and thereafter received an email from you wherein you requested a cancellation of the reservation.  The issues raised in your second post are confusing as they appear to be new issues, however, to my knowledge we have been unable to speak with you.  Regardless, however, we apologize for the errors made on the part of our reservations team and any inconvenience they may have caused.  We appreciate customer feedback such as yours as it allows us to continually improve our customer service and we will be looking into each and every issue you have raised to ensure that future clients do not have the same experience.  We had hoped to be able to resolve the situation by permitting you to travel on your expired vacation package without additional cost to you, unfortunately however, it does not appear that you will be able to reschedule your vacation.  We are therefore willing to process a full refund of all monies paid to us by you.  Please contact our customer service department to provide your account details so that a full refund may be processed immediately.  

Thank you.

 

QUALITY CONTROL

PREMIER CANCUN VACATIONS

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#3 UPDATE Employee ..inside information

Reservation Reconfirmed

AUTHOR: PCV Quality Control - ()

We are very sorry to hear about the problem you experienced with our telephone agents and we thank you for bringing this issue to our attention, as we appreciate and rely upon customer feedback in order to continually improve our quality of service.  On Monday we reconfirmed your reservation and apologize for any inconvenience you may have experienced as a result of Friday's erroneous cancellation.  We look forward to your upcoming stay with us and thank you for returning to not only our resorts, but to Cancun, as well.

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#4 UPDATE Employee ..inside information

Reservation Reconfirmed

AUTHOR: PCV Quality Control - ()

We are very sorry to hear about the problem you experienced with our telephone agents and we thank you for bringing this issue to our attention, as we appreciate and rely upon customer feedback in order to continually improve our quality of service.  We have, this date, reconfirmed your reservation and apologize for any inconvenience you may have experienced as a result of Friday's erroneous cancellation.  We look forward to your upcoming stay with us and thank you for returning to not only our resorts, but to Cancun, as well.

Sincerely yours,

QUALITY CONTROL

PREMIER CANCUN VACATIONS

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#5 Author of original report

After Calling to the manager of customer services

AUTHOR: arthur - ()

After calling to Premier Cancun Vacation, the manager told us that the contract details are not accessible to customers, meaning that they do not give you possibility to read the contract...

When I was asking for major information, we got a very rude person saying that we could buy a extention of the reservation, getting possibility of traveling until december. Now, they say that the guets must be over 30 years old, and below 65, they must be married...inventing new limites to the reservation. Fully crooks! Beware of all the travel agency working from cancun and offering tasty promotions!

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