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:04/17/2024

  Type:Sales and Advertising 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.

  In 2020, just prior to Covid lockdown, I paid $1500 deposit for yoga retreat. Today, I inquired on attending an upcoming retreat and wanting to use my credit. I was informed today that credit expired in 2022. I was never notified of such. I have kept every email since and NEVER received notification of credit expiring. I had Covid twice and now feel well enough to travel. Theres no way I could have traveled being sick. I inquired on a few retreats last year and was placed on a waitlist. To no avail. This is a horrible business practice. Where did my deposit go to? I would like my money back if they dont honor my credit. Thank you.

  Business Response

  Date: 04/23/2024

  In response to the complaint issued by *********************, we will include copies of all correspondence attached with this reply (please be sure to notice the full threads of some email chains which extend many emails below the first one shown at the top, and since only 5 files were allowed to upload, we've included multiple threads within each file).
  
  We would first like to say that after 13 years in business, this is the very first filed complaint that weve had. It also is after hundreds of positive testimonials from guests through the years. Also our very high rate of return guests and word-of-mouth referrals is what we stand by in knowing that we run an honorable, honest, and reputable business.
  
  We have had several combative situations coming from ************* throughout these years (in regards to this refund/credit, vaccination and travel requirements, and a credit card dispute which she filed and that ruled in favor of us), and we can say that she is the only person, especially dealing with the nuances of the covid pandemic, who is still expecting a refund or credit from us after four years and after several extensions had already been offered. Many of our guests took advantage of the initial credit within the dates offered. And those who did not knew that they were forfeiting it.
  
  Of course, as a small business in the travel industry during the pandemic we were in a difficult situation and trying to adjust as needed. Yet we moved forward in making and adjusting policies to be as fair to our guests, our vendors, and our business as possible. ************* initially signed up for our Japan retreat in 2020 which was postponed due to travel restrictions. Her deposit to us was turned in to our vendors in ***** as a hold deposit. Once it was decided that it was going to have to be postposed since travel was not allowed, we alerted all of the guests that we were refunding their balances right away, but the non-refundable deposits (which we were not holding) were being held with the vendors in ***** and we were looking into a new postponement date where we could transfer the credits to with the vendors. 
  
  In the meantime ************* opened a credit card dispute case against us, and the credit card company after reviewing all of our records, sided with us and did not return her money.
  
  The retreat was initially postponed to 2021 and all deposits were put towards this new date. Then after Japan still did not open as planned in 2021, we decided to open deposits for guests to use as credits for other location retreats for another year. This was communicated to ************* in Mar 2021 in an email (attached) which states that the full credit would be allowed to be used until Apr 2022. Not only had we taken it on ourselves as a company to offer credits (which at the time we had already paid out to vendors), and also refunded balances without question, but also once the initial Japan postponement date (which was set by the vendors who were holding the deposits) was cancelled again, we made the financial decision to still allow the credit amounts to be offered to guests for another year and open it up to any retreat location that we offered.
  
  This was already a generous policy in the travel industry and what we and many people believed was one that was a good way to handle this unusual situation that the world was facing, balancing our companys finances as well as being as fair as we could to our guests. There were many companies who did not offer refunds or credits, and if they did they had a hard-fast expiration date within a year or so.
  
  For most of our other retreat locations, guests with credits had just 1 year to use them from the time they were issued. And since travel returned to most countries, this offered many opportunities for guests to use the credit if they so wished. Most of them took advantage of this and booked a retreat.
  
  With this specific *********** with credits, we extended another year, even though travel had returned to most of our locations, ***** stayed closed a further year. So this is why we made the exception for guests to use the credit elsewhere.
  
  ************* mentioned in the email from this month that she had covid twice and now just able to travel. But as you can see also in the records that she signed up for waitlists and tried to sign up for our retreats as far back as 2022, but even when spots opened she did not commit. Even in this current filed complaint she contradicts herself by admitting she tried to come to earlier retreats although she also writes that she just now is able to travel. People have been traveling since late 2020 even on our retreats, and just as everyone must decide their own level of comfort for travel (whether that is with fear of flying, etc) one must decide that for how they deal with virus risks, etc. But we base our policies not on peoples personal fears or comforts, but on government policies and travel allowances that the locations where we travel permit and impose.
  
  We always recommend that guests secure travel insurance for any unexpected issues. Both before and after covid this was a policy of ours. This was something we mentioned to her early on once the first postponement happened. And she mentioned (in one of the attached emails) that she was waiting to purchase insurance, so she did not have it at the postponement date of the retreat.
  
  Even in lieu of all of this, with dealing with complaints from her side, offering an initial credit, then offering a credit extension, dealing with a credit card dispute and them ruling on our sides behalf, we also just offered her an additional discount on a new inquiry for a retreat that she made this month. Offering a total of $400 off. 
  
  Plus, the last email correspondence we sent before this complaint on here was issued by her, we told her that I was willing to schedule a call and discuss the situation and how best we could move forward. (I am currently with guests on a retreat so our guest coordinator emailed her to try to set this up, but she gave us no response and then issued this formal complaint).
  

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Thank you for your assistance. First, I never received an email stating I would be forfeiting $1500 deposit made. This is for a service I never received. In respect to paying Japan vendors; Id like to see receipts. Ive been in the travel business for 30 years; payments are received when services are rendered. Also, I disputed with credit card company because I made deposit 6 weeks prior to departure. I lost due to Covid nuisance. My intention was to enjoy travel as soon as possible. Unfortunately, the pandemic wasnt considered over until May, 2023. I had Covid twice and was sick for about two weeks each. I was waitlisted but never received an opening or an opening that I could attend. EPM offered $200 off to book early to anyone. **** offered an additional $200 off to me; so again, **** blurs the picture. After their response and  pocketing my deposit without any notification or explanation; I believe the public needs to be aware of their bad business practices. No one should have to be treated like this. Travel is suppose to be fun. This has been anything but fun.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************