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Complaint Details
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Initial Complaint
02/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
January 16 ****. HotelMaven was chosen by my best friend as their wedding, travel agent and onsite communicator in ******. This company boasts online about great customer service and being an advocate for the client. Through HotelMaven as a parent company, they operate 10K weddings, which was the travel agent for my friends wedding. Personally, I sent HotelMaven $4800 for a 7 night all inclusive, ocean front, preferred client stay for my best friend wedding, which I was a bridesmaid and unofficial wedding planner for her. She had over 70 guests, which sent HotelMaven (10Kweddings) over $100,000 to help her plan and execute destination wedding in ******. Myself and another bridal part member had flights cancelled due to weather and HotelMaven did nothing to remedy the travel or inform resort of our delayed departure as they promised. When asked HotelMaven (10K weddings) if they could provide me information on how to recieve credit for the 3 nights we missed (estimated $2130 cost I lost) they said there is nothing they can do and all actions we do have to be taken up with the hotel. The entire time I notified HotelMaven of my delay,as they were coordiating transportation from airport to hotel, and resort arrival change for us. They did not follow through on the brides request to provide private transportation for us (bridal party and immediate family) and were given a shared shuttle. Additionally, they did not communicate with the hotel about our delayed arrival - when we checked in, on Friday, our name was not on the list and our hotel room (that I had been paying for since Tuesaday) was not ready. However, the couple we traveled in with, was checked into their room immediately, and upgraded to ocean front free of charge, $200 less per night. ***** communications with HotelMaven were degrading and in support of resort. They hid they used AppleVacations to book stay and lied that they had a proprietarty system to book a cheaper cost. Do not trust this company.
Business response
02/14/2024
Upon our service team receiving an email from ******* that she was delayed by inclement weather, we promptly contacted both the resort and the transfer company to ensure that her reservations were not canceled. Due to our intervention, ******* was able to receive airport transfer upon her arrival two days later and proceed with her check-in. Without our timely communication, the resort's policy would have marked ******* as a no-show and put her stay in jeopardy.
Regarding ********* request for credit or a refund for the missed days, we explained that travel delays due to bad weather are common occurrences and that resorts typically do not provide refunds or credits for such situations. We verified this with ****** from the ************** check-in, who confirmed that the resort's policy aligns with our explanation and that ****** shared the policy with ******* when asked. Despite this, ******* expressed dissatisfaction and requested additional compensation in the form of a room upgrade, spa day, or resort credits. We further discussed her concerns with ******, the ************** manager, who reiterated the resort's policy and offered to address ********* concerns directly.While we empathize with ********* disappointment regarding missed nights at the resort, it's essential to clarify that HotelMaven acts as an intermediary between clients and hotels. Decisions regarding compensation for missed nights fall under the jurisdiction of the hotel management. In her case, the resort adhered to its policy, and no compensation was offered for the weather-related travel delay.
Regarding ********* review,we want to address the inaccuracies presented. We contacted the resort multiple times regarding Shannons reservation. Our investigation confirmed with the wedding couple that there was no discussion regarding upgrading any part of their party to private transfers. We are committed to upholding the highest standards of integrity and transparency in our business practices.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.