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Business Profile

Travel Agency

Expedia Cruises - Sudbury

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:26/02/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    April 5, 2024: re Princess Grand Jamaica (Feb *****, 2025) Upon booking, we requested swim-out rooms. The travel agent, ****** ****** ("******"), informed us at that time that swim-out suites were not available, but she could give us her "group rate" and we would likely be able to upgrade at the resort. I thought this odd as the swim-out rooms were indeed available through the resort website itself but trusted the agent.January 30, 2025: Requested to upgrade the room again a week before departure (they were available on the resort website). Was advised again by ****** that the room we wanted was simply not available. Had a very unpleasant phone call - was advised again that we would be able to upgrade our suite upon arrival at the resort. February 11, 2025: Arrived at the resort and was advised by ****** that swim-out suites were available for $70/day extra. When I went to the front desk to inquire, I was advised that was incorrect and the resort was fully booked up, HOWEVER, ****** was at the resort and incredibly had obtained a swim-out suite for herself and her friends. Understandably, I was upset when finding this out. If ******, our travel agent, was able to secure a swim-out suite for herself and her friends why not for her paying clients? I believe she forced her group rate to obtain whatever bonus from it from her employer or perhaps the resort itself. I can't think of another reason that makes sense. February 12, 2025: I left a review on ****** for Expedia Cruises-Sudbury stating my issue and was advised that they didn't have my name on file (lie) and to email them directly. I emailed them directly, as requested, no response. ****** then emailed me directly stating she was not happy with my review. OK. She also made a huge post on her personal ******** page stating she had no idea who the review was from or why someone would leave it. Why lie? Dishonesty and no accountability.

    Business Response

    Date: 04/03/2025

    It should be noted that I have never had a conversation with **** *** Luven (not before the trip, and not at the resort).   All correspondence between **** *** Luven was in writing (email), and all of those emails originated from me and contained only details of the travel booking:  room category, rate, flight info and pre-trip documents required for travel.    None of those emails ever contained any promises for upgrades or any references to group rates.   

    **** *** Luven "*****" booked a Jr. ***** for her vacation.   She was charged the advertised rate for that room, and paid her invoice in full.    Upon check in at the resort, she received a Jr. ***** room (the room she paid for).   

     The terms of the contract were executed fully.   The complaint is vexatious and without merit.   

     

     

    Customer Answer

    Date: 05/03/2025

    Complaint: 22993985

    I am rejecting this response because:

    Please see responses below in ALL CAPS:

    It should be noted that I have never had a conversation with **** *** Luven (not before the trip, and not at the resort).   All correspondence between **** *** Luven was in writing (email).

    EMAILS ARE CONVERSATIONS.  YOU HAD VARIOUS CONVERSATIONS WITH MYSELF AND MY SISTER.  YOU INDICATED THAT SWIM-OUT SUITES WERE NOT AVAILABLE.  WE DID NOT REQUEST FREE UPGRADES, WE WERE WILLING TO PAY THE UPGRADED PRICE BUT YOU NEVER GAVE US THE OPTION.   MY QUESTION, WHICH YOU DID NOT ANSWER, IS HOW YOU WERE ABLE TO SECURE THOSE SUITES FOR YOURSELF AND YOUR FRIENDS THAT WERE WITH YOU AND NOT FOR YOUR CLIENTS.  PLEASE RESPOND.

    and all of those emails originated from me and contained only details of the travel booking:  room category, rate, flight info and pre-trip documents required for travel.    None of those emails ever contained any promises for upgrades or any references to group rates.   

    SEE ATTACHED.  YOU INDICATED UPGRADES WERE AVAILABLE BUT THAT WAS NOT TRUE.

    **** *** Luven "*****" booked a Jr. ***** for her vacation.   She was charged the advertised rate for that room, and paid her invoice in full.    Upon check in at the resort, she received a Jr. ***** room (the room she paid for).  

    NOT IN QUESTION.  PLEASE RESPOND TO THE ACTUAL ISSUE.

    WHY DO YOU CONTINUE TO LIE ABOUT THE SITUATION? WHY DID YOU GO INTO NARCISSIST COLLAPSE AND POST MY ****** REVIEW TO YOUR SOCIAL MEDIA IF IT DIDN'T AFFECT YOU / WASN'T TRUE? WHY CAN'T YOU ANSWER MY QUESTION THAT HAS NOW BEEN ASKED OF YOU OVER THREE TIMES?

    Sincerely,

    ***** **** (nee *********)

    Business Response

    Date: 06/03/2025

    At this point the client has confirmed she got the room she paid for, upgrades are not guarenteed

    At this point, we have nothing more to add or offer.  

    Customer Answer

    Date: 07/03/2025

    Complaint: 22993985

    I am rejecting this response because:

    Once again the question was not answered.

    If swim-out suites were not available, how was the travel agent able to acquire one for herself and her friends.  I do not understand why a simple question is so difficult to answer. 

    Avoidance equals guilt.

    Please answer the question, now brought to you for the fourth time.

    Sincerely,

    ***** **** (nee *********)

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