ComplaintsforSantana Cycles

• Initial Complaint

  01/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi, I paid Santana Adventures a down payment on a bicycle cruise trip to ****** on ******* for ********* I made the second payment on ******* for ******** total paid ********* The trip was postponed twice because of the covid 19 virus. So the trip was finally going to happen on ********** Three months before the trip was to take place I was notified that the ******** cruise line had adopted a new policy requiring all people boarding the ship had to have proof of vaccination for the covid 19 virus. I cannot to get the vaccine. One month before the trip I notified Santana Adventures that I wasn't able to go on trip because I wasn't vaccinated and requested a full refund for ********* I was told by **** ******* that my room had been paid for on 6-18-21. He said he tried to sell my room for one month but had no interest from anyone and that ******** did not offer any refunds. I bought the trip from Santana Adventures not directly from ******** cruise line. That is Santana's problem not mine if ******** changed there policy because of the covid 19 virus. When I signed up for the trip there was no virus. If circumstances change because of the virus it had nothing to do with me because when I signed up for the trip everything was fine with no vaccination requirement Also on the invoice for the trip I was charged for off ship activities, admissions & guides and port fees when I wasn't even there. All I want is a refund for the trip. Please help me to get a refund, Thank You, **** ******.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Background: In June 2019, *** and *** ****** (Tenafly, NJ) purchased a $****** two-week cycling cruise to Australia and Tasmania for February 2021 from ******* Adventures, a California registered seller of group travel (#******-**). They paid $****** and owe $***** (see invoice #*****). However, three (3) notices of problems, delays and date changes (now November 2022) were made since June 2019 (see timeline). Nature of the Dispute: After three long delays, in March 2021, ******* informed us that the ship owner, ******** Cruises (Seattle, WA) changed their policy and would require proof of a covid-19 vaccine for all crew and passengers on their vessels. *** has a religious exemption from her employer and is tested weekly. *** has a medical condition that precludes this vaccine. Therefore, they will not be able to travel under the restrictions that ******** is now imposing and desire a full $****** refund. How Business Has Tried to Resolve Dispute: ******* refuses to refund payments -- their regular Terms of Service and payment policy offer no transfers, cancellations or refunds -- all payments are final and non-refundable. They explain further that doing so would provide preferential treatment to an individual at the group's expenses. They do offer help to resell the vacation for a $***** processing fee but no guarantee -- we would be at least 9th on the resell list with probably a dismal chance of doing so. We had no further contact with the CEO since October receipt of our certified letter. Full Refund is the Only Option at this Point: The ****** family believes this new requirement is not similar to prior changes in ship, travel dates, sequence of ports, etc., that are covered by *******'s regular Terms of Service. The covid-19 vaccine mandate involves a matter of personal conscience and health care integrity/privacy. We have received refunds for European travel from other entities (Vermont Bicycle Tours and airlines) due to covid-19 complications.

  Business response

  03/08/2022

  Consumer Response /* (2000, 9, 2022/03/07) */ My wife and I came to an agreement with ************** on a refund and would like to withdraw our complaint thank you for your help in this matter **************

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I placed a deposit with Santana Adventures for a trip to Norway this year (XXXX). The deposit was made on February 11th, 2020. Santana cancelled the Norway tour and postponed it until 2022, refusing to refund our deposit. The tour didn't sail as advertised and there is nothing in writing that says that they can hold our funds indefinitely. We simply want our refund returned.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/09) */ ******* Cycles, Inc. (DBA ******* Adventures) is a tour operator for group travel events. The company specializes in cruises focused on group events built around a full-ship charter. ******* has received your request for comment on Case Number ******. This case was opened following a complaint filed by ****** *****. The complaint is that ******* has refused to issue a refund of Mr. *****'s deposit. Our records show that Mr. ***** did place a $**** deposit on February 11, 2020, to become a member of a group that would attend a Norway cycling tour using a specially chartered cruise ship. *******'s Terms and Conditions disallow the return of a deposit unless the request is made within fourteen (14) days (Attachment 1). Within *******'s 14-day "cooling-off period," (which is 14 days longer than required by law or common practice) full refunds of deposits are given for any reason. Following the end of the 14-day period for reflection and reconsideration, a customer is contractually obligated to pay-in-full for the cost of participation with their group aboard the chartered-ship cycling cruise. Once their contractual obligation has been fulfilled, the remedy for anyone who no longer wishes to attend their group event is *******'s standard re-sale program. When a position within the group is repurchased, ******* forwards the new buyer's payment, minus a standard commission, to the member who is no longer interested in participating in the group event. When placing his deposit, Mr. ***** made a contractual obligation to pay the balance of $********* according to a set payment schedule. As described on his invoice, he was to pay half the remaining balance before May 26, 2020, and the full balance was due before October 8, 2020. Except for making his deposit, however, Mr. ***** provided no further payments (Attachment 2). *******'s Terms and Conditions, agreed to by Mr. ***** prior to his purchase, state that any account which is more than sixty (60) days past due may be cancelled and the remaining balance due may be turned over to a collection agency. On December 20, 2020, after Mr. *****'s account was more than 180 days delinquent, ******* emailed a conciliatory offer to Mr. ***** which allowed him the choice of keeping his stateroom by paying the remaining balance of his legally enforceable contract or to do nothing and forfeit his deposit. If Mr. ***** chose to forfeit his stateroom, ******* would write off the remaining $********* of Mr. *****'s contract instead of referring his account to collections. Mr. ***** responding on December 20, 2020, stating he would not pay additional money (Attachment 3). Mr. ***** is not due any refund as he did not make his refund request within fourteen days of his deposit. Further, he did not participate in *******'s re-sale program. Finally, by not meeting his obligation to make contracted payments, he forfeited his stateroom and deposit as of December of 2020. Although the group travel event was subsequently postponed to new dates, the event was never cancelled. Furthermore, the event postponement occurred several months after Mr. *****'s December 2020 decision to not meet his contractual obligation.

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