Heidi K Evw

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Verified Reviewer
| map-marker Framingham, Massachusetts

Awful company

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DO NOT USE THIS COMPANY. They were hired to do travel for a friends wedding and they manages to screw up every single aspect of the travel. First, I had asked for a DOUBLE OCEANFRONT. Was told there was non and she booked me in a King. I contacted the resort and they do have doubles so I told her and asked her to please put me into the room i had asked for first. She told me since it was a change it would be an additional $50 charge. We had to reschedule due to covid and contacted her to say we were rescheduling until October. She CANCELLED instead of rescheduling so we lost the resort credits (resort said those companies should reschedule not cancel and re do the reservation) Once we arrived in Mexico, they were super confused as to which resort to take us to as the once she had booked us at was CLOSING FOR THE SEASON 2 days after we arrived. So somehow we ended up at a different Moon Palace. We then get our room and its overlooking....not ocean from which I had paid for, but a kids water park. so the $500+ room I paid for was not available according to the resort. They did switch us to a room over looking construction. Not once did this travel company offer us any kid of refund, when I contacted Cindy Garren the agent she seemed unconcerned and said contact customer service. I have not been able to get through to them either. So a $2000 room that should have been ocean front was a crap room overlooking construction. No help from the agent. This company could care less about their clients. As long as they get their $. Do not use them for your wedding- who knows where your guests will end up. Do not use them for anything. The resort said that the travel company messed up big time and did give us a free massage (which was nice) but it was 100% this companies fault. I own a wedding planning business and make sure that none of my clients use them and that none of the vendors I work with (thousands of them) will ever refer them. Never in my life have I had such awful service. **Spoke to them and they said since the HOTEL gave us a free massage as their way of saying sorry, they don't have to do anything else- they let other people pick up their pieces and take zero responsibility**** would give 0 stars if an option
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  • Dont have to take responsibility
  • Awful customer service
  • Dont stand behind thier product

Preferred solution: Price reduction

User's recommendation: DO NOT USE

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