Complaints

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• Initial Complaint

  Date:10/19/2024

  Type:Billing 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.

  I booked a Cruise through ***** ******, a Travel Agent, working for Sea2Shore Dream Vacations) -- all the details are in the attached document. I fired ***** ****** on 21 September, 2024 as my Travel Agent when I discovered that she manipulated the situation and made me believe that she was giving me onboard credit for the Virgin Voyage reservation I booked through her (Booking # *******). She claimed that it was an appreciation on her behest for my **************** and she also promised additional onboard credit if I attended online informational sessions provided by her company. She claimed that attending these sessions will guarantee onboard credit for any Virgin Voyages sailings booked after the sessions had taken place. Not only that, her business associate, *****, also promised that during the informational session I attended earlier this year. In the attached document, it is evident that she charged me for the $150 of onboard credit. And there's no credit that has been applied for attending the information session nor for the "appreciation of my ****************"!I have contacted ************** twice now to cancel this booking and asked them for "Future voyage credit". the ************** associates have informed me on both those occasions that the Agency that I made this reservation through is the only one that can make that transaction since I booked via ***** ******.All personal differences aside, I do not wish to contact ***** ****** nor her Agency so I'd like to use BBB as an Mediator to resolve this situation. I am seeking the following two outcomes 1. Cancellation of Booking # *******.2. Reimbursement of the $696 in the form of Future Voyage Credit for Virgin Voyages.

  

  Business Response

  Date: 10/22/2024

  Mr. ***** met Ms. ***** on a previous  Virgin Voyages sailing, and reached out to her to secure his next sailing. Mr. ***** was invited to participate in an online SAILOR NIGHT, hosted by ************** and their ******************** Manager, Mr. ************ As a thank you for booking a sailing during the Sailor Night, a guest was to receive $50 Sailor Loot, or OnBoard Credit, which he could spend as cash while on his cruise. The original booking for Mr. ***** and his mother was for Nov 3, from ********* - **** was booked on January 29, 2024 @ 2:01pm. His initial and ONLY payment made to Virgin Voyages, on his **** card ending in  *5499 was  $546.00.   
  
  
  On February ******* $50 Sailor Loot was applied by Virgin Voyage to Mr. ****** booking as a PROMO from the SAILOR NIGHT event, along with $150 Sailor Loot PURCHASED as a gift by ***** ****** via her MasterCard ending in *8663, on February 6, 2024.  This was done by ***** as a token of appreciation of *************************** ($100) as well as to give his mother who was sailing with him a few dollars to spend ($50). This $150 PURCHASE by ********* was certainley not REQUIRED, either by Virgin Voyages or Sea2Shore Vacation, and was added as a PURCHASE, NOT BY HIM, to his $546 deposit, which resulted in combined payments of $696, of which Mr. ***** had only paid $546.
  
  
  On March 14, 2024, the booking was changed by Mr. ***** to Oct 7, 2024 to ***** and Morroco, with no additional payments from Mr. ****** still only $546.00 paid on the booking. No other SAILOR LOOT was provided as part of the new sailing date, and no re-booking fees were applied by either Virgin Voyages or ****** The PROMO Sailor Loot did NOT transfer to the new booking, as it was for the ORIGINAL BOOKING ONLY.
  
  
  On March 27, 2024, Mr. ***** changed the booking from Double occupancy to Single Occupancy, since his mother was not sailing with him.
  
  
  On April 12, 2024, the booking was changed,again, by Mr. ***** to a San **** sailing, with no additional payments from Mr. ****** Still $546.00 paid on the booking. No other SAILOR LOOT was provided as part of the new sailing date, and no re-booking fees were applied. 
  
  
  On July 30, 2024, the booking was changed a 3rd time, by Mr. ****** to Jamaica & Grand Cayman, with no additional payments from Mr. ****** and STILL ONLY a $546.00 payment was received on the booking.  No other SAILOR LOOT was provided as part of the new sailing date., and no re-booking fees were applied by either Virgin Voyages or ******
  
  
  On September 21, Ms. ****** contacted the owners of Sea2Shore Vacation, and expressed concern about a personal matter with Mr. ***** and one of Ms. ******** family members. She sent a text to ******* ****** ****** and also called her to go into more detail about Mr. ****** booking, which she feared she was going to lose due to the personal matter. She also warned that Mr. ***** might resort to calling the Sea2Shore owners to complain about her services. We have text messages to corroborate this claim.
  
  
  On Saturday, October 19, the owners of Sea2Shore received an email from the Better Business Bureau, notifying a complaint had been levied against us and Ms. ****** from Mr. ****** He's seeking restitution of $696, of which he ONLY paid $546, as well as compensation from Virgin Voyages for a Future Cruise Credit and  for his current booking with Ms. ****** to be cancelled.  We have NO PROBLEM cancelling Mr. ****** booking and any monies paid to ************** would have to be refunded by them. 
  
  
  I have attached all relevant documentation, including receipts, account statements and the credit card image to support our claim. Also, the document supplied by Mr. ***** was for the 3rd change, not the initial confirmation issued by Virgin Voyages.  I would implore you to require Mr. ***** to provide proof from a bank statement that he indeed charged more than $546 on his card, and the date is was processed.  Our internal statement from the finance department from Virgin only shows 2 payments received for this booking...$546 from Mr. ***** and $150 Sailor Loot purchase from Ms. *******
  
  
  I trust that your team will take this matter as seriously as we do and resolve it promptly. Should you require any additional informatation, please do not hesitate to contact me directly at ************ (office) or ************ (cell). 
  
  
  Thank you for your attention to this matter, and we look forward to a swift resolution to maintain our A+ rating with the BBB.