I booked a trip online with this company with a reservation that read under "details" it was for 2 people. I come to check in the resort in Cancun and they say my reservation was for one person.
I called their phone number and the idiot on the line (Yousef) promised me it would be taken care of in the morning and because of the time difference the manager (Sara) would know about it as soon as she came in. I never heard anything from them, so I called Sara in the morning and she had no idea what I was talking about. In the meatime they would not let me check in the resort without paying an extra $2800 USD for the second person (my wife). First of all, you may ask yourself why would I travel 12 hours and 5,000 miles with my wife with a room for 1 person?
Finally, the next day Sara returns my phone call and tells me that they had a "IT problem" and in a return email that took 3 days she replied:
"As the information was clearly shown through the whole process, we are unable to offer any refund or pay any supplement.
While we understand that on your member area there happened to be a display issue, this does not change the fact the booking was processed for only one adult. This incident was escalated to our IT specialists and will be fixed shortly."
I have screenshots that I would attach, but this site does not allow for attachments. Yes, the first email says one person. When you click "manage my reservations" it takes you to another screen saying "booking details". When you click "booking details" (definition below) it clearly states 2 persons. At the top of the screen it even says "booking detail". Why would I question anything when detail clearly states 2 persons.
You are not taking care of your customer, nor doing the right thing. When I get back to the United States, I assure you every television station will have this story. For a few thousand dollars, this will cost you millions. Not a very smart business decision. You are clearly in default and think you are dealing with a stupid person that doesn't care. I am sure most people just give up. Not this guy. I am going all out to make sure the public will never get ripped off by you again. Either reverse the charges or pay the consequences.
I have called my credit card company to dispute the charge as it is very clear that under "details" it say 2 persons. In our country this is called false advertising and fraud. A very serious offense. I will assure you I will win this reversal as a result of your "IT mistake"
that you even admitted in writing and escalated for correction, but no offer to take care of your customer. When I got the first email that said "1 person" I was ready to call and cancel immediately until I went to detail. This is clearly a confusing process intended to scam the public or an IT mistake? Which is it? Either way you are wrong and need to refund me my money.
Here is the definition of Detail according to the Webster Dictionary in case you didn't know:
Definition of detail:
1: extended treatment of or attention to particular items.giving careful attention to detail
2: a part of a whole: such asa : a small and subordinate part planned the wedding down to the smallest detail : particular;b : a part considered or requiring to be considered separately from the whole discussing the details of the building's columns