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Business Profile

Destination Wedding

Destination Weddings

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Destination Wedding.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:02/01/2024

    Type:Billing 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.
    When I inquired as to why I was paying full price for a child the tour operator advised me that she would look into it. the follow up email was "The hotel charges adult rates for a single adult and child". When we arrived at the ******** ****** in Cancun this past October upon check in I was given a king size bed...when I asked why they that I my room assignment was for one adult and a child...to which I said that's incorrect, I was charged for two adults and was told that there was no child rate. They then said the hotel does not charge an adult rate for children and that I was overcharged and to contact the tour operator. The ******* representative also echoed this sentiment and told me that he would be forwarding my concerns to his Head office, I immediately contacted the tour operator and obviously upset confronted them over a period of almost two months now via email/ phone. As of this week I have received and email from the hotel directly that states they DO NOT charge the rate the tour operator placed on the invoice but rather a child rate. They have misrepresented the Hotel ( as of today I have officially filed a complaint with them) by engaging in excessive pricing, (Canada's competition Act) made false statements to me the consumer via email (*****) by altering the price tag for financial gain. The invoice Destination Weddings sent me via email also clearly states that the Hotel charges adult rates for a single adult and child.

    Business Response

    Date: 02/01/2024

    Hello & thank you for contacting me.

    The client purchased an All Inclusive package.  The Tour Operator used was ******* Vacations.  Children rates are applicable when sharing a room with 2 paying adults. In her case, she was accompanied by her child which resulted in the child paying the adult rate.  This info was disclosed to her at the time of quoting and also included on her invoice once the booking was confirmed.   

    Please let know if you need additional information.

    Kind regards,

    Desrine D.
    Canada Market Manager
    Destination Weddings Travel Group
    & Celebration Travel
    ************* ** * *** *** ****

    Customer Answer

    Date: 02/01/2024



    Complaint: ********



    I am rejecting this response because:

    The travel operator quoted via email and subsequently sent an invoice that stated the Hotel charges adult rates for a single parent and child. The Hotel sent me an email stating that they do not charge adult rates for children as previously attached. When I forwarded this email to the travel agent she then responded by saying that ******* charges that rate.

    The hotel is owned by ******* ( meaning the hotel and airline are one of the same so if the Hotel states that they charge 1/2 an adult rate for children under the age of 12.. than the invoice Destination weddings submitted is ********** as it clearly states the hotel charges this rate and both their website and email from reservations says otherwise). 



    Sincerely,



    ******** *****

    Business Response

    Date: 18/01/2024

    Hello,

    The Tour Operator (*******) policy for package holidays is that the child rate is applicable when sharing a room with 2 adults.  This is the same for all Tour Operators.

    The customer advised that she spoke with someone at the resort directly.  The hotel could have different policies if booking directly with them.  This was not the case for this client.  Her package holiday included airfare, hotel and transfers and she was quoted accordingly.

    The client can contact ******* directly to request the quote for the same package based on 1 adult sharing a room with a child and she will be advised that the child will be required to pay the adult rate.

    Kind regards,

    Desrine

    Customer Answer

    Date: 22/01/2024



    Complaint: ********



    I am rejecting this response because:

    The tour operator indicated on the invoice sent to me that the hotel charges adult rates for a child accompanying a single adult the hotel has subsequently sent me an e-mail telling me that they do not charge said fees & the resort is owned by ******* they are one of the same I have contacted ******* I have also contacted the hotel they have all responded with the same response. The tour operator is committing fraud because they have stated that the hotel charges that fee which is clearly on the invoice that is was sent  in e-mail to me by the tour operator which is incorrect and that is ********** I am requesting my refund I have sent this complaint tiko & have also forwarded this on federally because the tour operator is misrepresenting the hotel inflating prices which is illegal. Inflating prices and requesting payment using a false invoice is illegal. 

    Sincerely,



    ******** *****

    Business Response

    Date: 24/01/2024

    Unfortunately, as the Travel Agency, we have to adhere to the Terms and conditions of the Tour Operator.  The client was charged according to the Terms of the booking with ******* Vacations.  DestinationWeddings.com LLC does not stipulate the terms and conditions.  These are levied by the Tour Operator.  

     

    Kind regards

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