Report: #1017985

Complaint Review: Pixie Vacations

  • Submitted: Thu, February 21, 2013
  • Updated: Mon, February 25, 2013
  • Reported By: Amy — Columbia South Carolina United States of America
  • Pixie Vacations
    149 Misty Valley Drive
    Canton, Georgia
    United States of America

Pixie Vacations Lesley Sawhook Pixie Vacations screwed up our Disney Vacation - Canton, Georgia

*Author of original report: Why was our dining plan cancelled?

*REBUTTAL Owner of company: Lesley Did What She was Asked to Do

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I strongly advise AGAINST booking your Disney vacation with Pixie Vacations.  Pixie Vacations cancelled our meal plan without our knowledge.  We didnt find this out until we got to Disney World, and spent 3 hours trying to sort out the mess.  Then we had to pay an additional $640 to have the meal plan re-added.  On top of that, the meal plan that was added was for 5 days instead of 6 like we originally requested, so we had to pay out of pocket for our reservations for Hoop-Dee-Doo Revue, or else we were going to be charged $140 for cancelling. 

We received an email from Pixie Vacations on 7/19/12 confirming our reservation, which included the 6-day meal plan.  Then, on October 10, 2012, we received this email from Pixie Vacations travel agent Lesley Sawhook:


I've been busy on the phone with Disney applying the new discounts to reservations and I saved you money today.

Your old total amount owed was $1894.00 and new amount owed is $1694.00 : )
Lesley Sawhook Authorized Disney Vacation Planner
Pixie Vacations
Like me on Facebook:
Follow me on Twitter:!/PixieLesley
Making Your Vacation Dreams Come True!!!
***NEVER were we told that she cancelled our dining plan in order to get this discount.

I will never again trust Pixie Vacations to reserve a family vacation for me anywhere.  They certainly did NOT make my vacation dreams come true.  It was more like they made it a nightmare.
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Updates & Rebuttals


#1 Author of original report

Why was our dining plan cancelled?

AUTHOR: amyclaire1976 - (United States of America)

In Lisa Griswold's rebuttal she writes that I called Lesley Sawhook and told her to cancel the dining plan because I lost my job.  That is not true.  I never called Lesley and told her to cancel the dining plan.

If I supposedly cancelled the dining plan due to losing my job, then why would I have cancelled the dining plan BEFORE I lost my job?  That makes no sense - because it is not true.  I lost my job in November, 2012.  Lesley apparently cancelled the dining plan in October, 2012.

Also, another false claim in Lisa's rebuttal refers to our being notified upon check-in that we did not have the dining plan.  I was not notified at check-in that I did not have the dining plan.  I found out on day 2 that we did not have the dining plan when I looked at our receipt and realized we had been charged for our refillable mugs.  That is when I went to the front desk of the hotel and asked for help, and that is the day I contacted Lesley to ask her why we didn't have the dining plan.

A third false claim by Lisa Griswold is that I called and apologized to Lesley for my behavior.  That quite simply never happened.
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#2 REBUTTAL Owner of company

Lesley Did What She was Asked to Do

AUTHOR: PixieLisa - (United States of America)

I spoke with Lesley about this.  I was aware of the situation with this client starting on Sunday morning.  Things just didn't add up.  I asked Lesley to comment.

"The client contacted me after a job loss to cancel the dining plan.  I would never cancel anything without a client telling me to do so. Taking the dining plan off of a vacation lowers my commission amount, which is nothing that I would do voluntarily. When the dining was removed per the client's request, it reduced the cost of the package by close to $1,000 and the dining plan was never paid for. You can not get something on your Disney vacation package without paying for it. When I was contacted early on a Sunday morning by this client (at Disney), I spoke to a manager and got dining added for the client (which is something Disney does not normally do and required me pulling a lot of strings on this client's behalf). The dining plan that was added was for the remainder of the stay. I did everything I could on this client's behalf to make sure the vacation was a magical one. Obviously it upsets me to hear that someone isn't happy with the service that I provided, but I did nothing wrong here.

There was a detail of what their package included sent to the client, and dining was not listed.  I encourage anyone to visit my personal website and my Facebook page (for which Amy has left links in her complaint) to look for positive reviews from all of my other traveled guests."

My understanding is that Amy was given her original invoice of $2701 that included room, tickets, and dining.  Then she lost her job, and asked Lesley what she could do to avoid cancelling the entire vacation.  Lesley suggested removing the dining to reduce the total package cost.  Amy agreed.  Lesley took off the dining from the plan, telling the Disney Cast Member that it was due to an unfortunate job loss (this is on Disney's record).  Amy's package was now $1894.  Then a Disney promotion came out that would save Amy some money.  Lesley jumped on the chance to save her client some money (again, reducing her commission, but doing right by the client).  The new price was $1694, which the client paid.  Their package included a room and tickets at this point, as the dining was removed.  This is what Amy requested and approved.

It is my understanding that upon check-in, the Disney Cast Member was told by the client that they were to have the dining plan, as is stated on the invoice that they had in hand.  However, the invoice they had was from the original package - the one with the dining.  The cast member verified that it was taken off and was never paid for by the client.  (A dining package is never allowed to be added within three days of arrival, so Disney extended an olive branch to these clients as well.)  A quick call to a credit card company would verify what was paid by the client. 

Lesley did everything she could to make the client happy, despite numerous threatening, harrassing calls from the clients.  The clients eventually called Lesley and apologized for their behavior.

When Lesley wrote the email stating how much the client would save, it in no way indicates that the savings was due to removing the dining plan.  That was done previously at the client's request.  This email refers to the new discount that Disney offered, and Lesley applied.

I am very sorry that Amy did not find her trip to be magical.  That is our goal, and based on our feedback, we succeed.  Lesley is a top agent of Pixie with many repeat clients and referral upon referral.  She is an assett to Pixie Vacations.  I stand by her 100%.  She is a good, honest, hard working agent who is only looking out for her clients' best interest.

I am happy to address any concerns that anyone has with Lesley or Pixie Vacations as a whole.  Have a magical day!
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