BEWARE IT IS NOT SOUTHWEST AND THE CUSTOMER SERVICE IS TERRIBLE

I BOOKED OUR HONEYMOON. NOV 4TH-10TH TO CABO SAN LUCAS AND THE HOTEL ROOM HAD FLOODING/ELECTRICAL ISSUES, FRIED OUR COMPUTER AND PHONE. THEY DOWN GRADED US TO ANOTHER ROOM AND THE SHEETS WERE SOILED AND NASTY, TOOK SEVERAL ATTEMPTS TO GET CLEAN FRESH SHEETS. THE FOOD WAS TERRIBLE, TERRIBLE AND HAD PACKAGING STILL ON IT WHEN SERVED. THE SAFE IN THE ROOM CONTINUED TO RESET AND WOULD TAKE UP TO AND SOMETIMES OVER AN HOUR FOR THE MANAGER TO COME RESET IT AND OPEN IT. I HAVE CALLED AND CALLED, EMAILED NONSTOP AND CAN NOT GET A RESPONSE OR THIS HANDLED. IT IS NOT SOUTHWEST. SO YOU WILL NOT GET THE TOP CUSTOMER SERVICE. YOU WONT EVEN GET SERVICE. I SPOKE WITH DOUG, SWEET GUY BUT SENT ME TO CLARA, UNEDUCATED CLEARLY, SHE COULDN'T READ THE EMAIL AND HASN'T EACHED BACK ONCE. SHE PRETTY MUSH IS NEVER IN THE OFFICE AND UNABLE TO HELP. INGRID, REFUSES TO ALLOW YOU TO SPEAK TO A SUPERVISION. I ASKE DFOR MY CASE TO BE TRANSFERRED TO SOMEONE THAT ACTUALLY WOULD READ AND FOLLOW UP AND THAT ISNT ABLE TO HAPPEN. THEY HAVE A "RESEARCH TEAM" BUT THAT IS A LIE BECAUSE THEY ONLY HAVE 8 EMPLOYEES AND NO ONE CAN EVEN RETURN AN EMAIL OR CALL. SO BEWARE. I WAS TOLD THAT IT COULD TAKE UP TO 30 DAYS AND WOULD HEAR BACK BY EMAIL. MEANING THEY AREN'T GOING TO ASSIT IN ANYWAY.
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ID
#1415161 Review #1415161 is a subjective opinion of poster.
Location
Phoenix, Arizona
New Reviewer

BE CAREFUL!!!

1.0
Update by user Sep 01, 2017

I booked a vacation package online including flight and hotel and didnt notice until two days before the trip that we were not booked on a flight. I looked online and I was charged as if I had booked flight and hotel but the Apple agent told us we had not.

Luckily there was another flight available and we were still able to go on our trip. We ended up being charged $700 more and then charged an additional $250 for luggage fees both flights and were told by an airline agent that those luggage fees are normally included in the vacation packages and that they have been having a ton of problems with Apple lately.

I will not be using Apple again, we were very disappointed in the entire experience. This is unfortunate because we have used Apple for at least 20 trips.

Original review posted by user Aug 31, 2017
We've book at least 20 trips to Mexico through Apple and have never had any problems before this trip and we probably wont ever book a trip with them again!! First of all, we realized two days before the trip that we didn't have a flight booked which made no sense because we were charged as if we had and the default to book a trip is with hotel and flight. Luckily there ended up being extra seats available on the plane but we spent an entire day trying to figure everything out. Then we were charged on the way and the return flight for luggage which added an additional $600. This has NEVER happened to us before and the airline agent told us that the luggage cost is usually included in the flight when the trip is booked and that they have been having a lot of problems with Apple lately.
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ID
#1094730 Review #1094730 is a subjective opinion of poster.
Service
Apple Leisure Group Vacation Package Booking
Pros
  • Price i though i was being charged
  • Trip i thought i booked
  • Price i thought i was being charged
Cons
  • No flight booked with my vacation pkg when i was charged for one
  • Waiting longer for a private transfer
  • Being charged extra for luggage at the airport
Reason of review
Problems with payment

Amstar travel problems

2.0
I paid a lot of money to go on vacation with my wife to Jamaica. We used apple and amstar to book all of our travel and excursions while in jamaica. The problems started at the air port when we landed. No one was waiting to help us, with customs or bags or needed paperwork. After we spent an hour working through that, we started looking for our transportation to our hotel. After finding a Apple representative and then being asked if maybe we showed up on the wrong day and another 45 minutes they got us a ride to the resort. It just got worse and worse. Every time we asked for help, we where asked if we made the reservation or if we were sure we had the right day.
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ID
#1038127 Review #1038127 is a subjective opinion of poster.
Cons
  • Service
  • Messed up
Reason of review
Poor customer service
Loss
$9000
Preferred solution
Let the company propose a solution

About

Apple Leisure Group Terms of Service
To read more: https://www.appleleisuregroup.com/pages/privacy-policy/
Apple Leisure Group Privacy Policy
This policy covers how Apple Leisure Group treats personal identifiable information that Apple Leisure Group collects and receives. Personal information is information about The User of company services that is personally identifiable like The Client's name, address, email address, or phone number, and that is not otherwise publicly available. This policy does not apply to the practices of companies that Apple Leisure Group does not own or control or to people that Apple Leisure Group does not manage or employ. Please read the following policy to understand how The Client's personal information will be treated as The Client of Apple Leisure Group use Apple Leisure Group's' web site, appleleisuregroup.com. This policy may change from time to time, so please check back periodically. If The Client contact Apple Leisure Group, Apple Leisure Group may keep a record of that correspondence. Personal information that Apple Leisure Group may request from The Client of Apple Leisure Group could include The Client's name, bio demographic information, address, phone number, and Email address.
To read more: https://www.appleleisuregroup.com/pages/privacy-policy/
Top Apple Leisure Group Services

Vacation Package Booking

Apple Leisure Group Pros and Cons

Pros: Trip i thought i booked, Price i thought i was being charged, Price i though i was being charged, Non-stop flight

Cons: Waiting longer for a private transfer, Service, No flight booked with my vacation pkg when i was charged for one, Messed up, Being charged extra for luggage at the airport

Related Companies

Apple Vacations, Cheap Caribbean, Dreams Resorts And Spas, Unlimited Vacation Club, USA 3000

Summary

Apple Leisure Group is a privately held company which specializes in travel solutions. It was founded by John Mullen and his brother-in-law, Al Atkinson in 1969. The headquarters is based in Newtown Square, Pennsylvania, United States. Apple Leisure Group operates as a subsidiary of KKR, KSL. It serves the United States, Canada, Mexico, Latin America, and Europe. The company offers the following services: resort management, destination management, tour operations, brand management, and online travel agency. Apple Leisure Group owns the following brands: Zoetry Wellness and Spas, Breathless Resorts & Spas, Dreams Resorts & Spas, and Sunscape Resorts & Spas. The company offers exclusive unlimited vacation club travel loyal program.

Apple Leisure Group reviews and complaints

Apple Leisure Group is ranked 55 out of 398 in Travel category

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