Complaints

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.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On Oct 17, 2024 I paid $1800. to Lady ******* Travel agency. In return, per the flyer advertised, I was to receive Airfare, transfer to and Accommodations, Desert experience with *** Quads, a day tour to ********* and Dinner in the Sky. After a 16 hr flight not only did we have to wait 2 hrs for transportation but, we had to ask multiple airport employees for assistance as the phone number provided for transportation was out of service. Upon arrival to the hotel we also had to pay the taxes as they said she did not during the booking. During our Desert outing we had to wait 45 mins in the desert because she did not select the *** option on our ticket. Prior to our trip,, we asked if we could exchange the Dinner in the Sky for the ********************* but she said no so we said then we would take the Dinner in the Sky. We did not get the Dinner in the Sky either. I belive 3 hotel options were given with the majority staying at an all inclusive resort, we did not want to pay the extra money as we do not drink and were planning to be away from the hotel most days. The large group was provided with a tour bus on our day tour while us 4 were put in an SUV and even had to pick up 2 random tourist from another hotel. Paying a Travel Agent was to make this trip stress free and easy breezy or so I thought

  Business Response

  Date: 10/09/2024

  I do have 45 emails and text message. If you need them please inform. The notice states this is my last day to respond. 

  Transportation: Someone that rode in the same car with you stated they waited just over an hour. I apologize for this. When I hire a company I expect them to the the right thing.

  ATV. The face of the ticket show ATV was included. The other group asked to speak with a manager and were able to ride the ATV because it was on the face of the ticket. I did offer to zelle the additional $20.00 per person that they were charging to ride the ATV but you said NO.

  I switched the hotel to RIU 8 months prior to you traveling. All guest were staying at the Riu but you 4 didn't want all inclusive therefore you asked for Swisshotel, then Marriott and finally Hyatt. All hotels charge a tax/resort fee upon arrival. I offered to reimburse for this. but no you want me to give you $479.00 or $497.00 how did you come up with that amount.

  I agreed to reimburse you each $250.00 credit, you all didn't want the credit therefore I said best I could do was $250.00 cash. Youn all refused.

  God bless you!

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We paid for a trip to ***** in March 2024. $1800 to include air, transfers, hotel and excursions as follows;Dinner cruiseDinner in the air Desert Safari (ATV Quads 60 mins, camel rides, dune bashing, BBQ and shows)**************** and city ************* and Underwater Zoo We didnt get the Dinner Cruise.. Dinner in the air. She tried to say it was reservations only. We tried to exchange it for another excursion that was half the price. She refused that also. For the ***** she bought the ticket that didnt include the **** because she didnt read the small print that says it needs to be chosen so we were refused that on site. She also screwed up the transfer times and when I pointed it out to her a month before the trip she ignored me. We had to contact the company and fix the return time. The group that stayed elsewhere apparently didnt notice this typo and ended up not getting picked up for the return. At least thats what ***** said. She said at least we got picked up because the others didnt. That was on her. I told her about the typo. The pickup when we arrived was also over 2 hours late. She tried to get us day passes at the resort for a private dinner in place of the in air dinner but resort wanted to charge her $200 for each of us so she said that was off. And now she is trying to say we turned it down. She just kept saying there was no more money. If you advertise a trip for said amount then the cost of everything should of been factored in. Where did the money for the private dinner party come from? She then wanted to send us to some seafood place for dinner. We said no since 3 of us dont eat seafood and the restaurant was at least 90 mins away and we had no car. 1 was willing to go if she could ride with Velmas niece. ***** said she would get back with her but never did. I have numerous texts and emails showing all the times we tried to get this resolved before and after the trip. Not enough space here for it all. We want $479 refund each

  Customer Answer

  Date: 10/01/2024

  It will not upload I’m going to try and email it to you 

  Business Response

  Date: 10/09/2024

  I did book this package. However the have displayed the first flyer which was replaced with the one I sent. I had 65 people staying at the RIU all inclusive hotel. But the 4 that are making complaints decided to stay at  another hotel. Since no one wanted to do the dinner in the sky (including the one's making the complaints. I have this in text and email form) I offered to pay for dinner for the 4 of them at any restaurant ( they declined) I made arrangements for them to come to an all red attire dinner at Riu where the other guest were staying, they were a no show stating I didn't provide transportation. If I am paying out of pocket for a $200.00 meal per person should I have to provide transportation.

  Desert Safari: I did make reservations through Viator which is a very reputable company. The face of the ticket shows Desert Safari, 60m min ATV, Camel ride, Shows and Bar-BQ. I am truly sorry they wasn't able to ride the ATV. They text me to inform me that the ATV would be an additional $20.00. I offered to zelle them the difference. They Declined. The other groups ask for a manager and was given what was on the face of the ticket.

  Transportation: I paid for transportation for everyone to and from hotel and to and from excursions. I am truly sorry that the transportation company was late picking them up. Once I hire a company I am expecting them to do the right thing.

  Hotel taxes. They were charged an additional $30.00 per room tax/resort fee. All hotels charge this now. I even offered to zelle them this amount.

  They are being unreasonable. I offered Dinner, To reimburse hotel tax, ATV ride, $250.00 credit and final was $250.00 cash. What more can I do.

  NOT ONE person from the other hotel complained

  Customer Answer

  Date: 10/15/2024

   I am rejecting this response because:
  
  
  

  Here is my response to Velma.
  
  1.She stated she offered to pay for our dinner anywhere.
  
  Not true. She sent a picture of a seafood restaurant at least 90 minutes away knowing we did not have a car. I refused because 3 of us do not eat seafood. The 4th said she would go if. She could ride with Velma’s niece. Velma told her she would get back with her but never did.
  
  2. Velma stated she was having a dinner party and we refused to go because she wasn’t providing transportation.
  
  Not true. She told me she was trying to get us a day pass for free from the resort. When she found out she would have to pay $200 for each of us she told us no. More on this below.
  
  3. Velma stated she paid for the ATV ride and showed the front of the ad for the safari. She also said she offered to pay $20 each in order for us to ride them. And that others called Viator and was allowed to ride.
  
  Not true. Yes the ad shows ATV in it but you need to add it as an option and that will change the price from $35 to at least $109. We also called Viator from the desert and was told Velma had not paid for it so unless we wanted to pay on site then no we couldn’t ride. See pictures and red circle where it says if option chosen.
  
  4. Hotel taxes
  
  We got charged $32 for each room on check in. Fern contacted Velma and she said she would reimburse us but never did. And now she is saying every hotel charges that on check in so she isn’t responsible for that. Our clerk told us we had to pay because the travel agency did not.
  
  5. Flyer for trip
  
  When I booked it was off of the $1800 flyer. I was given the option of 2 hotels. Then I was told she had a second flyer out for $2200 for an all inclusive resort. I said we would stick with the $1800 flyer since we didn’t want to sit around the hotel all day.
  
  6. Months before the trip began she posted on Facebook all the excursions and asked people to pick the ones they wanted to do so she does pay for things people didn’t want.
  
  I said we wanted to do them all. Then later on since she had given us the option to pick and chose I said we wanted to trade the Dinner Cruise.. Diner in the air for the Burj Kalifa. She refused and said that the Dinner Cruise was only reservations only and that we would have to pay extra for it. Doesn’t state that on the flyer. She also said in an earlier response to you that the Burj was over $300. Not true. I had sent her several different prices depending on time and what floor you went to. The dinner in the air ranges from $215-$290 depending on the time chosen. The Burj would have cost less but she refused saying there was no money left. So where did the money for the private dinner party come from? From all the dinner in the air tickets she didn’t buy for everyone?
  
  She later told me she was having the private dinner party at the Riu in place of the dinner cruise. But when she found out it would cost her $200 for each of us she told me she couldn’t get us the pass for the day. This is when she sent the picture of the seafood restaurant 90 mins away.
  
  Also attached is where when asked why the Dinner Cruise dinner in the air was missing off the itinerary she said it was paid for. But she didn’t.
  
  She offered $250 future travel credit for the missed ATV ride and the issues about not getting picked up at airport etc.  But we refused because we will never use her again. We told her that we wanted that in cash along with the refund for the Dinner Cruise dinner in the air. She did finally agree if we gave her something in writing saying we will drop all this. We accepted then she changed her mind.
  
  Thank you, Janet Johnson
  951-662-2115
  

  
  

  Business Response

  Date: 10/24/2024

  1- I've sent via email the conversation where I offered to pay for the groups meal on the 15th. at any restaurant they choose.

  2- I sent a picture of the restaurant and a conversation between us stating I personally had planned on visiting this restaurant, not the group.

  3- This dinner party I was having was $200.00 per person. I contacted my sister and asked her to make arrangements for your group to come. You all denied this because I didn't provide transportation.

  4- The ticket I selected on viator on the face of your ticket it showed Desert safari, ATV, Camel riding, shows and BAR-BQ. I expect the company to honor the ticket. You contacted me and stated that the *** would be an additional $20.00. I said I would zelle you the $20.00 per person and you stated NO. (This is also in the email I sent.

  5- Hotel Taxes. When I booked the tripped the total was $1,800.00. That was what I paid. I can't pay more that they are asking. Most hotel's charge a resort/tax fee at location. I offered to reimburse this fee. (also in email)

  6- You stated the Riu Dubai was 90 minutes from your hotel. I sent a mail showing that the hotel was less than 3 miles away.

  I feel terrible about the mix up. I have offered you everything I possible can but you all denied all of my offers. I offered a $250.00 credit per person, You said No because you would never travel with me again. You and Fern asked for $250.00 cash each, I agreed  (see email) then you came up with $497.00 times 4 and you said if I didn't pay you would see me in court.

   

  Customer Answer

  Date: 10/26/2024

   I am rejecting this response because:
  ***** is not providing the full conversation. We did say we wanted her $250 credit as cash along with the cost of the dinner in the air and the *** ride. Obviously she did NOT check the *** as an add on because no where does it say $20. 
  

  As for her saying I said the Riu was 90 mins away I did not. She offered a dinner in ********* which was 90 mins away. As for the Riu before we even left on this trip she told us she was NOT getting us in there for the dinner because it was $200 per person. So we made other plans for our free time. Then her sisters friend texted **** saying for her to meet her at the gate and she would get her in. Never mentioned the rest of us and we had already made other plans. 
  

  its easy enough to check ****** to see how much the tickets are. I did send a screenshot last time showing this.

  We Are not getting anywhere here and I have finished filling out my small claims paperwork and will be taking it down to file. We will be asking for all cost associated with filing also. 
  

   

  
  

  Business Response

  Date: 10/28/2024

  True, I am not providing full conversation I am only posting parts where you stated I didn't offer this or that. I was showing where I did.

  I offered to pay for your group of (4) dinner at any restaurant you choose. this was refused

  I offered to zelle each of you $20.00 to ride the atv, Even though ATV ride was shown on the face of the ticket> This was refused.

  I never invited you nor anyone else to dine in *********. I have previously posted conversation that I ***** only was visiting this Seafood Restuarant. You responded that someone in your group didn't eat seafood.

  My sister made arrangements for your group to join everyone else at the *** for dinner. Your group declined because I didn't provide transportation.

   

   

  Customer Answer

  Date: 10/29/2024

   I am rejecting this response because:
  
  I cant deal with this any longer. We will just file with small claims.