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:11/04/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 purchased a vacation package from Blue Lagoon Getaways for $498 for and have a copy of the Order Confirmation email (#ytw6a0b) which indicates NO TOUR OR EXPIRATION DATES. But when I called today 11/4/24 I was informed my package had expired. I would either like it reactivated to be able to fulfill the travel or refunded (account under ****** Paris *****

• Initial Complaint

  Date:05/30/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  A vacation package was sold to me via phone and with email confirmation with a description of the various components included. There are two main issues: 1. This was sold to me as a "no black out dates" package, meaning we are free to choose the dates of travel for the various components of our trip.2. The cost was given as the final amount to pay ($398), with only resort fee on top of this. Both items 1 and 2 were not an accurate portrayal of the service this company provides. The dates of travel is a lottery system, whereby you can choose approximate dates, but the company will decide when you travel. Secondly, there are activation fees at each step of the way to pay to even request a booking, which was not described by Blue Lagoon as part of my package.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This is another shifty Margate FL travel company that has some affiliation with **********************************************************************************************************************************************************, F rated.They called me and knew all of my Blue Lagoon Getaways details and tried to scam me for another $749 to "re-activate" my already scam vacation. When you actually get these "vouchers" you'll be emailed a link. When you go there, there's booking fees involved and no impression that you'll actually get your Carnival Cruise or other holiday. Although I booked all of this in Jan 2023, now that I am trying to use it, it's not real? I'd like my money returned.

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Order ID: ******* Transaction ID: ********** Date: April 4, 2023 Such a bad and terrible experience and it was my first time booking too with Blue Lagoon Getaways. I booked my reservation which during the process seemed like a complete scam, but I trusted my agent that gave me this package even though he told me I can just call, and they will help me, but no one helped me and said they couldn't do anything for me. Then I tried to call again to cancel my reservation within the 30 days and they didn't answer, and it rings once then hangs up and they are just a complete waste of my time and money. I tried to get a hold of them, but they just keep me on hold for almost half an hour and finally when someone answers they end the call right away and I am just very disappointed that I had to go through this. I left 3 messages with call back numbers and am still waiting. All the good ratings must be from the people running the business. Do not purchase anything from them. Asked for a refund was told that can't happen, they don't do refunds! Clearly, they don't give you what they promise you in their packages either, they take your money and then keep it.

• Initial Complaint

  Date:04/21/2023

  Type:Order 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.

  On 5/19/2022, I was solicited via phone a travel package for $349.00 claiming to be Blue Lagoon and soon after there were many discrepancies. After calling to request details days later I noticed the website was displaying an error message, vacation trip details were not accurate, and no return call or response after leaving several messages at ************** and speaking with customer service reps who said I would need to speak with the sales department **************. I even emailed them using the email that was provided and no one ever responded. I contacted my card holder to dispute the transaction but they responded to them with a non cancellation policy that I never received, wasn't made aware of, and was no content on any information received via email. By the time I received notice the time period had past the timeframe to rebuttal on 8/10/2022. I called them on 4/19/12023 and customer service told me that my trip was voided due to me starting a dispute almost a year ago. I was transferred to management right away and spoke with management who told me to contact the card holder to provide them with details of the closed case. I emailed the information to management to prove that the dispute was closed but they were able to confirm that they still had the payment of $349.00. I work hard for my money in the medical field and was facing hardship due to COVID 19 to be taken advantage of by this company that was supposed to provide an outlet but instead they have only added more stress. I've been given the run around for so long and now its been almost a year now with no resolve. No refund, a voided paid trip and deceptive practices sums up my experience with this company.

  Business Response

  Date: 06/07/2023

  There are many discrepancies in this complaint.  Let's start with what the customer purchased.  For $349.00, she received (5) 8/7 resort stays, an All-inclusive stay for 5 days and 4 nights. Two 4/3 resort stays, a 5/4 resort stay, (3) 3/2 mini stays, and a couple of discount cards.  It shows this in the receipt she attached. 
  
        I have no idea what phone number ************ is, but it is not our company. I listened to the recording of the call and the 2 numbers given to her verbally are the same numbers that were given to her in the first email from ****************************** before her purchase.  I will attach a copy of email.  She was instructed that for any issues with her package to call **************** at ************. Once the sale has been made there is nothing the Sales and promotions **** can do for her.  Our *** shows that she did call ** several times.  We helped her each time she called. 
        The customer also states she only had one 8/7 resort week.  However, you will see in the email Im attaching it states Use your FIRST WEEK Access number and Pin number to register which are listed below. Once registered, simply log in and make your first reservation. For all your additional weeks, please either call or email us and we will send your additional weeks.
  
        She charged back through her credit card.  The last call we received was on 4/20/23 with customer saying that her card didnt honor the chargeback due to a non-cancellation policy.  We offer a 30-day full money-back guarantee that is listed on our website under FAQ, as well as the terms and conditions tab located at the bottom of the website, and in her my account tab. I am attaching screenshots of the two places that state that on the website.  Her chargeback came through on 6/13/22, within the 30-day time frame.  **** also told her on the initial sales call about the 30-day review period. So I dont know what she is talking about with that either.
  
        During that last call on 4/20/23, she stated she wanted to use the package since CC denied chargeback.  We requested a copy from the bank stating they denied chargeback.  She submitted documentation.  We tried to reach her to book, but her phone was disconnected.
  
  As far as the email to sales@ requesting a refund. You will see in the *** file I attached that she did call ** two times on the same day she sent the email. And then **************** called her back after she sent the email and she rudely hung up on the ** rep after they introduced themselves.  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 19968587
  
  I am rejecting this response because: They were dishonest when they contact me via phone and they remain the same today in their response. Do not listen or purchase their lies. The resort weeks stay that was sold to me website is www.resortcondoweeks.com that was provided in the email that I attached for reference. Just go to the *** and enter it yourself. This is only one of the discrepancies. They are deceptive in their practices in sales and customer service. They are both corrupt and beware of the email addresses nd phone numbers used to communicate with you. I would not do business with them again. Websites and links sent may work or may not. Please do your research because there are some travel booking companies who have higher standards and exemplify exceptional customer service but this is not one of them.

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

  Business Response

  Date: 11/21/2023

  Again, this customer seems confused.  We reached out to her to book and her phone was disconnected as I stated in my previous reply.  This is the first we have heard from her since then. After not reaching her, we refunded the $349.00 to her card ending in **** on 5/8/23.  Our cancellation period is 30 days.  We refunded this over a year from purchase as a courtesy.  I don't know what further action we could take to satisfy this customer.  I'm attaching the transaction receipt of the full refund.  

  Business Response

  Date: 11/21/2023

  refund receipt 

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 received a call stating that we were valued Hilton customers and that a vacation package was available. We were told that we could use the vacation stays anytime at any of the listed destinations. After being fast-talked by the salesman, we purchased the package for $298. When we tried to book the first vacation, we were told that they had to send ** a certificate and we had to pay more money to redeem the certificate. After we paid to redeem the certificate, we had to choose 2 different travel dates and locations and pay more money to "possibly" get one of our choices. We did not pay the extra money because we started to see that dumping more money into this was going to be never ending. After several calls and emails to customer service, with no response, we finally reached someone at Blue Lagoon (although she answered the phone by stating a different business name) and she said it was too late to get a refund. This package was totally misrepresented when it was sold to **. None of these hoops to jump through were explained to us, nor the fact that we had to keep paying more money during each step of the reservation attempt.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My daughter and I was contacted by Blue Lagoon resorts yesterday (3/20) and they were selling vacation packages. We were told that we would be able to book trips at over **** destinations indefinitely and would be able to logon to their website to view the destinations and we could cancel anytime. I bought the package and later logged onto their website. The website only shows their resort and no others. They also said I would be able to book my own reservation on the website after creating my profile but you cant. I called them back to cancel my vacation package and was transferred to their cancellation department. After being placed on hold for 20 minutes with no answer I called them back and was placed on hold again for another 15 to 20 minutes. A reservation representative finally got on the line and said that the cancellation department was very busy and they would call me back and I am still waiting. I would like a refund ($498.00) that they said I could get if I wasnt satisfied but I cant even get them to answer the phone. My order ID is: ******* Thanks ***************************

• Initial Complaint

  Date:03/09/2023

  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.

  I paid $400 for future vacation choices(condo stay, cruise, etc.)My husband became Ill, we had to move, my disabled veteran husband died. I am no longer able to travel.I got call saying I need to pay more $ for better deal cant have refund. I said, No, please refund moneyRep said, Like your husband, Id try to get away from you too. That was really despicable

  Business Response

  Date: 03/29/2023

  First I would like to say that our company takes allegations such as these very seriously.  As the owner of this company, and someone who comes from a long line of family in the military, including currently my son in law, behavior such as what is stated by the customer will not be tolerated and termination will be immediate.  However, my research is showing it did not take place.  This customer purchased a package on 1/13/2018 for $398.  The package expired after 24 months.  We offer unlimited free extensions but an attempt to extend was not made.  We called the customer multiple times to reinstate. I am showing 3 calls on 3/9/23. I listened to all of the calls.  I've attached the recordings as well as the call history.  The representative she spoke to has been employed here since December of 2017 and I've never had a complaint about him.  If the customer has any proof that this took place, I'd appreciate if she provided it. As I stated, it will not be tolerated.  I tried to reach out to customer upon reading this, but was unable.  As far as a refund, she purchased over 5 years ago. At this stage, a refund is not an option.  

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 August 8, 2022, I bought 2 rooms with Blue Lagoon Getaways. My husband and I were planning our anniversary and I shared this with ***** who I spoke with and who took my order. She also told me that I could always cancel for any reason if I were unhappy about anything. This put me at ease. I called back around 10 days later to book my trip and was told that it would *********** months to go to ****** . We were not interested in the other packages, so I asked for a refund. They kept telling me that I had to call a certain number but no one ever answered the phone. I realized that they were just playing around and not really trying to cancel this order so I sent an email instead letting them know that the email would be my record of cancellation and please refund the funds. The company responded finally saying that they did agree to credit me for this purchase but do not contact your bank as this would delay the process. I waited for 2 weeks but since I did not trust them, I reported them to my bank. On 9/18 I was credited the $598 however on October 8, even though I have an email proving that they approved the credit, they told my bank that they did not do cancellations and it was illegal, so a reversal was done on for this amount and removed from my account. I was lied to by Blue Lagoon several times. First that I could travel to ****** within a short time, secondly that I could cancel for any reason within 30 days and finally, even after emailing me that they would be crediting my account, it was just another lie, and I don't want this to happen to anyone else. I am considering suing them for damages. I actually cancelled the card I used because they had it and I have no trust for them. In the future I will only book with well knowns like Hilton and the Marriot.

• Initial Complaint

  Date:07/05/2022

  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.

  On May 20, 2022, I received a call from a business claiming to be part of Marriott. He thanked for staying with Marriott in the past and because I did, he had a great offer for me. I ended up buying a vacation package. But when I got my confirmation email, everything on the emails said Blue Lagoon Getaways, not Marriott. I was also told I could book my vacations online but when I went to do so that same day. I could not do it. I was also told that I would be able to book 2 or even 3 bedroom suites for without additional costs as long as they were available. But on the website it clearly said the 2 or more bedroom had upgrade fees! The person who sold me the package (****) told me I could also email any time with questions/issues. So I emailed **** that same day asking about these things and to this day I have never received a response. I was told I had 30 days to cancel and get a full refund. I called the next day to cancel and kept getting the runaround preventing me from canceling. I finally was transferred to the cancellation department and spoke to ***** He offered an additional week and told me to take a couple days to review the website further. He said he would call me back in 2 days to check in with me and if I didn't like it, I could cancel. So I agreed. I reviewed the website and still was not pleased with the lies and misinformation of the package and booking practices. I waited a few more days and still no call from ***** I emailed on May 25, 2022, informing the company that I am cancelling and want a full refund. No follow up. I wait a few days and then called again. I was transferred to **** again and this time **** let me cancel. He said I would get a full refund and even thanked me for giving them a chance. But it is July 5, 2022 now and I still have not received a credit to my credit card. I canceled 3 times within the 30 day period, 2x by phone and 1x by email. My online account says my package was refunded but I still haven't received anything!

  Business Response

  Date: 10/17/2022

  After listening to the recording of this call, I have determined the claims are mostly false with this customer, however we do bear some responsibility and fault. The customer did purchase a vacation package on 5/20/22 for $349. The representative did NOT state he was from Marriott.  He clearly stated he was calling from Blue Lagoon Getaways ********************************* Within a minute or so the representative, who was only within his first few weeks of employment, did not go through the details with her because in the very beginning she stated it would not work for her because she is a family of 9 including 7 kids ranging from 6 months to 15.  The information the representative is given only includes packages up to 6 guests.  He then transferred the call to one of the sales supervisors. That is where our fault lies.  Normally almost 100% of the time, all of the details of the package are given by the initial representative.  The Supervisors only get on the call if additional bonuses or package adjustments are needed.  She was told she could book vacations online because she can.  Her package consisted of 6 separate 8/7 resort stays that are ONLY booked online through the customers portal with a login and pin number separate from the purchase email which was also explained to her. She informed him she was a party of 9 and **** then explained she could use 2 or 3 of the resort weeks at the same time giving her 2 or 3 separate rooms to accommodate such a large family. He even exchanged the All-Inclusive option because that would not have been ideal for her family since the ** is for 2 adults 2 children 12 and under, and even added more 8/7 resort weeks and dropped the cost significantly.  She did email us the night of purchase at 7:18 pm however we close at 6:30 on Fridays.  And we're closed on the weekend which is why she didn't get a response to the email she sent to the Sales Department.  When returning to the office on Monday 5/23/22, we did see her email from Friday.  However we checked the file first like we always do and saw she spoke to **************** after calling in on Saturday 5/21/22 at 11:58 am requesting to cancel.  Our *************************** spoke to her at 12:18 p.m that same day and the notes state "GUEST WILL HANG ON TO PACKAGE AND REVIEW IT BEFORE THE 30 DAYS ARE UP." We give all Customers a ********************************************************************** confirmation email and on our website.  On May 25th at 3:41 pm the customer called in to book dates for her 4 day 3 night stay which does require a call to **************** unlike the 8/7 resort stay. That same day she emailed to cancel her package.  It was sent to Customer ************* who attempted to reach her back but was unable to do so.  We then did not hear back from the customer until 6/9/22 at which point she asked why she hadnt been received her refund from 5/21/22.  Which is obviously inaccurate since she called in on 5/25 to book. I'm assuming she is referring to the email she sent on 5/25 in which we tried to return her call but did not reach her.  She was then set to be refunded and sent an email confirming such on 6/9/22 at 4:05 pm.  It usually takes **** business days for a refund to be processed. We even state on email to allow **** business days.  We also always advise to NOT to call your financial institution as it delays the process.  Which again, I am assuming is what happened here as I see it is listed as a chargeback through her bank on 7/9/22. 
  Upon request wed be happy to provide any additional information including a recording of the call proving Marriott was NEVER mentioned as customer falsely stated, and that representative DID however state in the introduction of the call, that he was indeed calling from Blue Lagoon Getaways.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 17520191
  
  I am rejecting this response because: they are lying. I do not remember who first said *******. I spoke to 2-3 different workers when the initial call was made. I don't know when the call recording began. I did cancel via email and no one ever responded to my email. I also called to cancel 2 times and each time I was given the run around and not allowed to cancel. I did not agree to wait 30 days to cancel. I spoke with a man named **** (I think), he said for me to look over it and he would call me back the next day to follow up and if I was still unhappy, he would cancel it. So, I relented because it didn't seem like I would get my refund unless I agreed to look it over 1 more day. But he never called me back. I tried calling him and left a message and he never called back. The problem with their timeline is that they are also not accounting for the fact that I made multiple attempts to cancel and they simply wouldn't let me. They kept giving me more offers and wouldn't just process my request. And they never responded to my emails. I never received any emails from them in June either. Only emails I have from them are from May 20th. But some woman called me after I filed my complaint with the BBB and apologized for not processing my refund. She admitted that it was their fault that it had slipped through the cracks. She said they thought it had been done and apologized. She claimed that it had been approved but was accidentally never processed. I accepted her apology after she said I would be getting my refund soon. So now months later they are trying to back track after their own employee called me and personally admitted to messing up on processing my refund. I still contend that they intentionally ignored my requests for cancellation, and they never processed my refund until after I complained to the BBB. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/15/2022

  The call that took place was a 41-minute call . The recording starts as soon as she picked up the phone.  It starts with the customer saying Hello  The representative ****** then responds Hello am I speaking with *****? She responds whos this? I hope you're having a great day.  My name is ****** and ** calling from the corporate fulfillment department for Blue Lagoon Getaways.  He then proceeded to read the sales script in front of him until she stopped him at 59 seconds saying these things usually dont work out for me because I have a large family.  I have 7 children ******, being new was unsure how to respond to that so he turned the call over to a supervisor.  She then spoke to **** for the remainder of the call.  Never was Marriot mentioned.  Also, every email she received including the two prior to her purchase and all after purchase states Blue Lagoon Getaways.  I listened to the call multiple times now and there are children in the background so maybe she couldnt hear? I do not know why she would say that she heard that.
  
  We have stated in our previous response that the customer did indeed email after hours on May 20, 2022.  As we also stated in our previous response, we did not respond to the email to Sales because the ********************* spoke to her already regarding this on May 21, 2 days before we saw it as we were out of the office over the weekend.  For us to respond after she already discussed it with them would be unnecessary and confusing especially since they are the department that would deal with a cancellation request.  Here is a detailed outline with the customer as there seems to be some misunderstanding or confusion.
  
  May 20, 2022 5;55pm  Email sent from Sales showing package in writing prior to purchase for $398
  May 20, 2022 6:18pm Email sent from Sales showing package in writing prior to purchase for $349
  May 20, 2022 6:27pm  Customer Purchased vacation package for $349
  May 20, 2022 7:18pm  Customer Sent email regarding trouble booking to ********** (We close at **************************** the previous response, and are back in the office Monday morning, May 23 at 10:30) See attached email
  May 21, 2022 10:58am Customer spoke to **************** and was referred to the *************************** where she did indeed speak with *********  At 11:18 am he entered into notes that Guest decided to hang on to the package to review further and will call back before 30 day review period is over if she wishes to cancel.
  May 25, 2022 2:41pm Customer called in CS to make a reservation, was sent certificates
  May 25, 2022 4:39pm Customer sent an email to Sales@ and Info@ to cancel the vacation package.  The sales **** called **************** to reach out as we are unable to process refunds in the Sales and Promotions *******************************; **************** called her back several times but did not reach her. 
  June 9, 2022   2:37pm  Customer called to check the status of refund request from May 21, 2022. Sent to customer loyalty where she then spoke with **** again and she stated she did not want to speak to him because he always talks her into keeping the package He states that in previous conversations he has swapped out different components to accommodate her in which she agreed to keep the package.  He then submitted for a full refund
  June 9. 2022  3:05pm  Customer was sent a Refund approval email (SEE ATTACHED EMAIL)
  
  In my initial response to BBB, I stated She was then set to be refunded and sent an email confirming such on 6/9/22 at 4:05 pm.  It usually takes **** business days for a refund to be processed. We even state on email to allow **** business days.  We also always advise to NOT to call your financial institution as it delays the process.  Which again, I am assuming this is what happened here as I see it is listed as a chargeback through her bank on 7/9/22. 
  And after investigating further, she even stated in her email on May 25 that she contacted her bank, which again can cause delay in refund process as stated in refund email.  ******************* called her and apologized and took responsibility that is great. We hate to have unhappy customers and do all we can to keep a great relationship with Customers. However, I was unaware they called and that is why I specifically said I am assuming.  They may have even called after I wrote my response. When I received the initial BBB complaint, I called over to **************** and made them aware of the situation.  We try to list strictly facts and as the BBB can attest, we always are very specific with timelines as well as recordings of calls.  If I stated I am assuming it is because I am doing just that.  Assuming.  I never stated that is definitively what happened.  So I did not lie as the Customer is stating.  We never run into this.  Refunds are always processed within **** business days as stated in the attached email that was sent to the customer. Also upon further investigation, after the customer stated in her last response that she never received said email,  I checked and it is marked as not read. So she never opened it.   But it was most definitely sent at 3:05 pm on 6/9/22 (a typo in the first response said 4:05). I have attached a copy of the Refund Approval Email. 
  
  Again we never like to have disgruntled customers even if they have been refunded or have canceled through a bank.  If we indeed made a mistake as far as slipping through the cracks with her refund, we are truly apologetic and are willing to make this right as much as we are able.  I will be sending a free vacation certificate for the customer to use, give away, or even throw away if she wishes.  We also apologize for any inconvenience this may have caused her.  Our responses to complaints or reviews are never about proving we are without human error. As no company is. Our responses are a true forensic account of the facts as laid out in our CRM, call recordings, and email systems.
  
  I hope this satisfies both the Customer as well as the ********************.