ComplaintsforRisa Travel, LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did not deliver what we purchased, they lied and booked another later flight after you sign the non refundable documents.,They then tell you that if you want that early flight you originally requested you have to pay more money.,Then they call back the next day and tell you that its taken to pay again. They do the same with the hotel room, they tell you that the room you picked is no longer available so its 200 more for another room.,They kept my money when I refused to continue with this scam.

  Business response

  08/27/2024

  Dear Customer,
  
  We deeply regret that your experience with us did not meet your expectations. However, we believe it is important to clarify some points regarding your review.
  
  First, we would like to highlight that the other couple traveling with you did not encounter any issues and enjoyed their trip without any problems. Regarding your hotel stay, the service provided was exactly what was reserved from the beginning.
  
  On the matter of the flight, we want to clarify that a morning flight was never confirmed for you. The flight originally reserved was scheduled to arrive in ****** at 2 PM, one hour before the hotel check-in time, which is at 3 PM. We understand that you later preferred a morning flight, and we offered you the option to change to flights at 7 AM or 10 AM, with us covering the additional cost for the empty seats on the original flight as a gesture of goodwill. All this was done while our agents endured your vulgarity and lack of respect over the phone.
  
  Unfortunately, the 7 AM flight filled up while you were considering the option, and the 10 AM flight remained a viable choice, as it would also have arrived before the hotel check-in time. We are saddened that this option was not acceptable to you.
  
  You requested a full refund one day before the trip, which was not possible since all contracted services had already been paid for. The refund policies were clearly communicated and accepted at the time of booking.
  
  We take our customers' experiences very seriously and always strive to offer solutions that meet their needs, as much as possible. We regret that you were not satisfied with the alternatives offered and reiterate our commitment to transparency and customer service.
  
  Sincerely,  
  RISA Travel

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 29th I called Risa Travel and made a reservation with ************************** phone number ******************** for June 28th for ********** for 6 people, they charged me a deposit of 600 dollars, on May 2nd, one of the people who was going to ********** suffers a heart attack and has to be hospitalized, I automatically call Risa Travel and explain what happened and tell them that we are not going to be able to go on the trip because we do not know how long the hospital process will take, I peacefully asked them to return my deposit, the deposit complied with the refund policies because the cancellation was made before 30 days and it was also made before 45 days of the reservation date, the cancellation within 72 hours of making the reservation until I called to cancel, I made it verbally and **************************, an employee of Risa Travel forced me to cancel in writing and Risa Travel's response was that your money will not be refunded, that they were very sorry but that the refund would not be made and that my money would be lost.I don't think it's fair that Risa Travel has taken this action because in other words it is a form of theft from the client, when they complied with the cancellation policies because it was done within a period of 72 hours.I have all the evidence to show them my attempts to get my money back peacefully

  Business response

  08/26/2024

  Dear ************,
  Thank you for bringing your concerns to our attention. We understand how difficult and unexpected situations like these can be.
  We have thoroughly reviewed your case, including the details of your reservation and our cancellation policies. As stated in the terms of the reservation, the deposit required is $350 per person, which is non-refundable.
  Your reservation for 6 people included a payment of $100 per person. The cancellation policy, as outlined on the invoice sent to you and on our website, clearly indicates that deposits are non-refundable.
  Additionally, our policy also mentions that travel insurance is not included in the reservation and is highly recommended to protect against unforeseen circumstances such as the one you experienced.
  Given these terms, which were acknowledged at the time of booking, we regret to inform you that your request for a refund cannot be accommodated. We understand this may be disappointing, but we must adhere to the agreed-upon terms to ensure fairness to all our clients.
  We appreciate your understanding and are here to assist you with any further questions or concerns you may have.
  Best regards, 
  CUSTOMER SERVICE
  **********************

  Customer response

  09/11/2024

  Your arguments are not valid because you never told me that the deposit was 350 per person and you were charging me 100, because, anyone who calls your agency, you tell them the same thing, reservations are 100 per person, the reservation was made and in a term of less than 7 days I called you to present my problem, you never gave me a better solution, other than not returning my deposit, you did not have, nor do you have good faith, since you could have reached an agreement for a partial refund or even leave me that money as a credit to be used later and you did not give me that possibility either, the reservation was not canceled after 30 days before the date of the trip,
  People who act in good faith, try to reach an agreement where both parties are satisfied and in this situation the only party that was satisfied was you, you kept the full refund and did not give me the possibility to use it later, which is what agencies do where the priority is the client and it is done in cases like this, you were blunt, you said, the refund will not be issued and that's it, my situation did not matter to you, only your interests, there you show me the lack of professionalism and humanity that your agency and you can have towards the clients.
  Your agency has shown me that your priority is you yourselves, what happens to the clients does not interest you, as I explained, you could have reached an agreement where both of us would be satisfied and you did not do it.
  Unfortunately my opinion towards your agency is unprofessional and the problems of the clients are not your priority, the only priority that your agency has is your own benefit.

  Business response

  09/12/2024

  Dear ************,
  As stated in the terms of the reservation, the deposit is non-refundable. Your reservation for 6 people included a payment of $100 per person. That amount was paid as a deposit.
  The cancellation policy, as outlined on the invoice sent to you and on our website, clearly indicates that deposits are non-refundable.
  Additionally, our policy also mentions that travel insurance is not included in the reservation and is highly recommended to protect against unforeseen circumstances such as the one you experienced.
  Given these terms, which were acknowledged at the time of booking, we regret to inform you that your request for a refund cannot be accommodated. We understand this may be disappointing, but we must adhere to the agreed-upon terms to ensure fairness to all our clients.
  We appreciate your understanding and are here to assist you with any further questions or concerns you may have.
  Best regards, 
  CUSTOMER SERVICE
  **********************

  Customer response

  09/13/2024

   
  Complaint: 22120727
  
  I am rejecting this response because:They did not help me to resolve the situation and in the end the company got its way, and there must be several people like me, a company, Risas Travel, where their only benefit is their own, they are not interested in the client at all, but these things happen and unfortunately nobody can do anything.
  Thank you very much for trying to help me. Have a nice day.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Representatives of BBB Serving ***************** & the Caribbean,I am writing to express my deep dissatisfaction and frustration with the service we received during our recent stay at the ******************* in **********, which was coordinated through Risa Travel and supposedly managed by Nexus Tours on-site.My family and I booked a premium vacation package that included 7 rooms for a total of $27,886. However, the quality of service we received fell far short of the expectations for a luxury experience and was marked by a series of unacceptable deficiencies and failures.From the moment we arrived, the Nexus representatives, ***** and Diarelis ****, displayed an alarming lack of interest in our well-being. Their only concern seemed to be selling excursions rather than ensuring our trip went smoothly. After the initial contact at the airport, these representatives were virtually unreachable when we needed them to resolve urgent issues. They only responded when we expressed interest in purchasing additional services, which we found to be a highly inappropriate and unprofessional attitude.The most serious incident occurred on the morning of August 4th, when we were scheduled to be picked up at 6:30 a.m. for our transfer to the airport. Despite waking up at 5:00 a.m. and being in the lobby from 6:14 a.m., the transportation never arrived. The hotel bellboy informed us that a Nexus bus had been in the lobby but inexplicably only picked up 5 or 6 people and never mentioned our group on the list. As a result, we had to take a taxi, paid with our own money, to get to the airport on time, with no assistance from Nexus or Risa Travel.Additionally, I had already communicated some of these issues to the Risa Travel representative in the ******************, ********, in an attempt to resolve the situation, but unfortunately, we did not receive an adequate solution. *******************************

  Business response

  08/26/2024

  Dear ******************,
  
  We sincerely regret the inconveniences you and your family experienced during your transfer to the airport. We deeply value our clients' satisfaction and strive to ensure that every aspect of your trip meets the highest standards.

  We have contacted Nexus Tours, the company responsible for the transportation services, to investigate the situation. If it is determined that the transportation issue was due to their oversight, we will promptly reimburse the taxi expenses you incurred. We will keep you informed of the results of this investigation.

  Thank you for bringing these issues to our attention. We are committed to resolving this matter to your satisfaction.
  

  Best regards,
  Customer Service
  Risa Travel

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing a complaint regarding my recent trip to ****** from June 13, 2024, to June 23, 2024. We paid $12,777 for a trip that included ******, *********, and *******, according to the provided itinerary. While the accommodations and services in ****** and ********* met our expectations, the experience in ******* was significantly below standard. The hotel, ****************, was in poor condition; the bathrooms were unclean, the showers were dirty, and the hotel was located far from the city center, requiring us to pay an additional 180 euros for round-trip transportation. Moreover, the breakfast that was promised was abysmal. Given the substantial amount we paid for this trip, we expected much better quality. I am seeking compensation specifically for the issues we encountered in *******, not for ****** or *********.

  Business response

  06/28/2024

  We regret to hear about your recent experience on the ****** tour with RISA Travel. Your feedback is very important to us, and we take all comments seriously to improve our services.
  Regarding your stay at **************** in *******, we are sorry to hear it did not meet your expectations. We recommend that in situations where the accommodation does not meet your expectations, you immediately contact the hotel reception to request a room change. This usually resolves most issues related to the facilities.
  It's important to clarify that neither in our advertising nor in the itinerary reviewed before booking, nor in the travel documentation or invoices, is it mentioned that the package includes hotels within ******* town. This category of accommodation does not correspond with the price of the package.
  The hotel where you stayed has sea views and is a 6-minute walk from the beach, where there are two restaurants. It is also 15 minutes by taxi from ******* town. Additionally, we provided complimentary daily transportation to ******* town, a service not included in your package..
  For your reference, the hotel has a TripAdvisor rating of 3.5 out of 5, a ****** rating of 3.9 out of 5, and a Booking.com rating of 8.3 out of 10.
  We appreciate your understanding and hope to have the opportunity to serve you better in the future.

  Customer response

  06/28/2024

   
  Complaint: 21912412
  
  I am rejecting this response because the hotel did not meet the standards expected for a $12,000 trip. All the rooms were identical, and the air conditioning was faulty. I believe we could have been accommodated in a nicer hotel with better hygiene. As shown in the pictures I provided, the bathrooms were filthy, and this issue was not isolated to our room but affected multiple rooms, making a room change ineffective.
  Additionally, the transport was complimentary for only two days, and on the third day, we had to pay 180 euros for a round trip from the hotel to the town of *******. This was inconvenient, considering the distance.
  The breakfast quality was terrible, with only four options and no variety, which is unacceptable compared to other places or hotels. This issue was specific to *******, as everything else was great. Its not just us who feel this way. I feel I should be reimbursed for the 3 days in *******, which I believe is $780 which includes the transport we had to pay.
  

   

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

  Business response

  07/09/2024

  We regret to hear about your recent experience on the ****** tour with RISA Travel. Your feedback is very important to us, and we take all comments seriously to improve our services.
  
  Regarding your stay at **************** in *******, we are sorry to hear it did not meet your expectations. We recommend that in situations where the accommodation does not meet your expectations, you immediately contact the hotel reception to request a room change. This usually resolves most issues related to the facilities.
  
  It's important to clarify that neither in our advertising nor in the itinerary reviewed before booking, nor in the travel documentation or invoices, is it mentioned that the package includes 5-star hotels or hotels within ******* town. This category of accommodation does not correspond with the price of the package.
  
  The hotel where you stayed has sea views and is a 6-minute walk from the beach, where there are two restaurants. It is also 15 minutes by taxi from ******* town. Additionally, we provided complimentary daily transportation to ******* town, a service not included in your package, and the cost was covered by the local tour operator.
  
  For your reference, the hotel has a TripAdvisor rating of 3.5 out of 5, a ****** rating of 3.9 out of 5, and a Booking.com rating of 8.3 out of 10.
  
  We appreciate your understanding and hope to have the opportunity to serve you better in the future.
  
  Best regards,
  
  RISA Travel **************** Team

  Customer response

  07/23/2024

   
  Complaint: 21912412
  
  I am rejecting this response because:Thank you for your prompt response. However, I must reiterate my dissatisfaction with the experience, which did not meet the standards expected for a $12,000 trip.
  Despite your suggestion to request a room change, this option was ineffective due to the fact that multiple rooms had similar issues, such as faulty air conditioning and poor hygiene. As evidenced by the photos I provided, the bathrooms were filthy across several rooms, making a single room change insufficient to address the problem.
  Regarding transportation, while I appreciate the complimentary service for the first two days, having to pay 180 euros on the third day for a round trip to ******* town was both unexpected and inconvenient. This additional cost was a significant inconvenience, given the distance involved.
  The breakfast provided was subpar, with only four options and no variety, which is not acceptable for the standards we expected. This issue was specific to *******, as the rest of our experience in ****** was satisfactory.
  I acknowledge your point about the hotel's ratings and the details provided in the itinerary. However, the actual experience did not align with these ratings or our expectations based on the overall cost of the trip.
  Given the extent of the issues we encountered in *******, I believe it is reasonable to request reimbursement for the three days spent there, amounting to $780, which includes the transportation costs we had to cover.
  I hope you can understand our position and address this matter appropriately. We look forward to a satisfactory resolution and appreciate your attention to this issue.
  
  Sincerely,
  
  *****************************

  Business response

  07/24/2024

  We regret to hear about your recent experience on the ****** tour with RISA Travel.

  Nor in the travel documentation or invoices, is it mentioned that the package includes hotels within ************. This category of accommodation does not correspond with the price of the package.

  The hotel where you stayed has sea views and is a 6-minute walk from the beach, where there are two restaurants. It is also 15 minutes by taxi from ******* town.

  We provided complimentary daily transportation to ******* town, a service not included in your package.

  The hotel has a TripAdvisor rating of 3.5 out of 5, a ****** rating of 3.9 out of 5, and a Booking.com rating of 8.3 out of 10.

  We appreciate your understanding and hope to have the opportunity to serve you better in the future.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to start by highlighting that this agency lies, and continuously sells misleading content to customers. ********************** promises and sell you an experience on your trip and the trip turns out to be the complete opposite. The trip we booked was to ****** and included ******, *********, and *******. In ******* they housed us in this hotel which was inhospitable. They sold us the Mykonos experience when in reality this hotel was 40 minutes from what is ************. The hotel was located in the middle of no where, no pharmacies, hospitals, restaurants, any necessities nearby. As a tourist in a foreign country we felt extremely unsafe in this place. Furthermore this hotel was a safety hazard regarding the disgusting condition the place had. Mold in the bathroom, a terrible smell of sewers, wet towels in the room, undone bedsheets, no service, no air conditioning and more. Someone in our group even had their toilet inside of their shower. The breakfast was inedible and old food, the uncleanliness in this hotel is atrocious. This is extremely disrespectful regarding that this trip was not cheap and it is not like they had a cheap budget to stay within. We paid ****** for three people for this tour. We could not stay within these conditions and did not consume the three day stay at that place. We stayed for one night because we had no other choice and left the next day. We ask that **** refunds us the three nights we were supposed to stay in this place and the damages we suffered from this cause, which include the transportation, and the other hotel we stayed in. The cost is ******** dollars in total. If there is any concern you are free to contact me, *********************, at ************* or by email ********************** , Thank you.

  Business response

  06/26/2024

  Dear ****************,
  
  
  Thank you for reaching out to us and sharing your feedback regarding your recent trip to ******. We deeply regret that your experience did not meet your expectations and appreciate the opportunity to address your concerns.
  
  
  Firstly, we want to apologize for any inconvenience you experienced during your stay in *******. Our aim is always to ensure our customers have a pleasant and memorable trip. In situations where accommodations do not meet your expectations, we highly recommend communicating immediately with the hotel reception to request a room change. This often resolves most issues related to the facilities.
  
  
  Regarding the hotel in *******, it's important to note that staying within ************ can be significantly more expensive and was not included in the price of the package you selected. Our advertisement and travel documentation clearly stated the location and features of the hotel. The hotel you stayed at offers sea views and is a 6-minute walk from the beach, where there are two restaurants available. Additionally, it is a 15-minute taxi ride to ************, and we provided a complimentary daily shuttle to the city as a courtesy.
  
  
  The hotel in question has a rating of 3.5 out of 5 on TripAdvisor, 3.9 out of 5 on ******* and 8.3 out of 10 on Booking.com. These ratings reflect a generally satisfactory level of service and accommodation.
  
  
  Regarding your request for a refund, we would like to clarify that as a travel agency, our role is to act as intermediaries, organizing tours and managing services according to the client's requests and budget. The payments made to hotels and other service providers are based on these arrangements. Therefore, we are not in a position to refund the thousands of dollars you requested, as these funds have already been prepaid by the agency to secure the contracted services.
  
  
  We understand your frustration and are committed to resolving this matter amicably. If you have any further concerns or need additional assistance, please do not hesitate to contact us.
  
  
  Sincerely,
  
  
  RISA Travel

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Compr un viaje con agencia de viaje Risa travel del ************************************************** ao.Y los primeros das del viaje , fueron una linda ************ el viaje fue a ****** , donde visitamos la ciudad de ****** del da 13 que llegamos , el 14 fuimos de excursin al acrpolis , todo bien , el 15 fuimos a ********* hasta el 18 , despus nos trasladamos hacia ******* donde todo un desastre , la Villa donde nos quedamos , ************* , los baos tienen moho , el Edor de las fosas era puro estircol y la suciedad no pasaba desapercibida.

  Business response

  06/25/2024

  Estimado cliente,
  
  Lamentamos sinceramente los inconvenientes que experiment durante su estancia en la ************* en *******. En RISA Travel, valoramos mucho las experiencias de nuestros clientes y nos esforzamos por ofrecer servicios de calidad que cumplan con sus expectativas.
  

  Agradecemos mucho su feedback, especialmente porque nos permite identificar reas de mejora en nuestros tours, que hemos ofrecido con xito durante ms de 10 aos. Entendemos que la situacin descrita no es aceptable y nos disculpamos por cualquier malestar causado. Esta es la calificacin del hotel donde se hospedo: 8.6 de 10 en Expedia, 9.0 de 10 en Booking.com, 4 de 5 en Tripadvisor, 3.9 de 5 en Google.
  

  Es importante mencionar que, en situaciones donde el alojamiento no cumple con las expectativas de nuestros clientes, recomendamos comunicarse inmediatamente con la recepcin del hotel para solicitar un cambio de habitacin. Esto suele resolver la mayora de inconvenientes relacionados con las instalaciones.
  

  Respecto al tema de la devolucin, queremos clarificar que, como agencia de viajes, nuestro rol es de intermediarios, organizando el tour y gestionando los servicios de acuerdo con las peticiones y presupuesto del cliente. Los pagos que hacemos a hoteles y otros proveedores son en funcin de estas gestiones. Por ello, no estamos en posicin de reembolsar los $600, ya que estos fondos ya fueron asignados para los servicios acordados.
  

  Gracias por su comprensin y esperamos tener la oportunidad de servirle mejor en el futuro.

  Customer response

  07/03/2024

   
  Complaint: 21897632
  
  Im not agreed with Risa travel answer they are the responsible.
  They must go to the different places check the hotel situacin.
  
  Sincerely,
  
  ***************************

  Business response

  07/13/2024

  Estimado cliente,
  
  Lamentamos sinceramente los inconvenientes que experiment durante su estancia en la ************* en *******. En RISA Travel, valoramos mucho las experiencias de nuestros clientes y nos esforzamos por ofrecer servicios de calidad que cumplan con sus expectativas.
  
  Agradecemos mucho su feedback, especialmente porque nos permite identificar reas de mejora en nuestros tours, que hemos ofrecido con xito durante ms de 10 aos. Entendemos que la situacin descrita no es aceptable y nos disculpamos por cualquier malestar causado. Esta es la calificacin del hotel donde se hospedo: 8.6 de 10 en Expedia, 9.0 de 10 en Booking.com, 4 de 5 en Tripadvisor, 3.9 de 5 en Google.
  
  Es importante mencionar que, en situaciones donde el alojamiento no cumple con las expectativas de nuestros clientes, recomendamos comunicarse inmediatamente con la recepcin del hotel para solicitar un cambio de habitacin. Esto suele resolver la mayora de inconvenientes relacionados con las instalaciones.
  
  Respecto al tema de la devolucin, queremos clarificar que, como agencia de viajes, nuestro rol es de intermediarios, organizando el tour y gestionando los servicios de acuerdo con las peticiones y presupuesto del cliente. Los pagos que hacemos a hoteles y otros proveedores son en funcin de estas gestiones. Por ello, no estamos en posicin de reembolsar los $600, ya que estos fondos ya fueron asignados para los servicios acordados.
  
  Gracias por su comprensin y esperamos tener la oportunidad de servirle mejor en el futuro.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is a travel agency who uses deceptive selling techniques to warp their customers into buying a vacation ********************** package that is a lie. under false pretenses they sell extra accommodations and benefits that are not true. This company also caters to the ************************ who, for the most part, are low income and without citizenship. This allows them to take advantage of those who cannot speak up due to being scared something will happen. They get away with booking charter planes that are delayed up to 4 hours, with babies, children and elderly inside the plane, they get away with selling you false accommodations in the resort that are not even a thing the resort offers, and not until you arrive do you find out that you paid extra for absolutely nothing. Once Risa Travel is contacted, they do not do anything to explain themselves but say that they never told you those things and lie about their deceiving selling tactics.

  Business response

  06/26/2024

  Thank you for taking the time to share your feedback. We truly appreciate your concerns and want to address them carefully and respectfully.
  
  RISA Travel has proudly served our community for over 10 years, organizing vacations for more than ****** people each year. In a highly competitive market, our continued success speaks to our commitment to customer satisfaction and ethical business practices.
  
  Unfortunately, your complaint lacks specific details, making it challenging to respond comprehensively. However, we would like to address some of the points you've raised:
  
  1. **Client Base**: Our customers are U.S. citizens or legal residents, fully aware of their rights and freedoms. We do not take advantage of anyone, and the fact that you can voice your concerns demonstrates the freedoms our customers enjoy.
  
  2. **Accommodations and Benefits**: All information about resorts is publicly available on their websites and ours. We never force any specific resort choice on our clients. The resorts are selected by our clients, and we book accordingly.
  
  3. **On-Destination Support**: We provide assistance through Nexus Tours and our own staff at selected hotels in ********** and ******, especially during the summer. Our clients also have access to our agency's contact number and their reservation agent for any issues that *** arise during their stay.
  
  4. **Flight Delays**: While frustrating, flight delays are unfortunately a part of air travel and can happen with any airline due to weather or mechanical issues. These are beyond the control of any travel agency. We charter flights to offer lower, stable prices, making Caribbean vacations accessible to more people. If clients prefer, we can also book tickets on regular airlines, as we are authorized by IATA for direct ticket issuance.
  
  We hope this clarifies our position and practices. We value all feedback as it helps us improve our services. If you could provide more specific details about your experience, we would be happy to investigate further.
  
  Thank you for your understanding and for giving us the opportunity to address your concerns.
  
  Best regards,
  
  RISA Travel Team

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Le pongo 1 ******** porque no me deja ******* 0. El que viaja con **** se queda sin ***** El 1 ******** a las 2 am tenamos que estar en el aeropuerto de ***** para ir rumbo a **********. Cuando llegamos, todo pareca ir bien; nos hacen el check-in y, al darnos el boleto, nos dicen: Hay un retraso en el vuelo, va a salir a las 12:05 pm, lo cual nos dej en shock ya que eran apenas las 2 am y viajbamos con una *** de 2 aos. Tuvimos que dormir en el piso porque ellos no pudieron avisar con tiempo del retraso. No obstante, cuando finalmente abordamos el avin, tuvimos que esperar 45 minutos adicionales dentro de l. Pero eso no fue todo: cuando llegamos al ********************, la habitacin que nos dieron era un asco. La *** no funcionaba, el bao estaba roto y con un olor terrible a fosa sptica, todo el piso oxidado, la baera con un tornillo salido y el sof cama sucio. Nos cambiaron de habitacin, pero estaba igual, aunque al menos ***************.Fue una experiencia psima porque el hotel no se pareca en **** a lo que mostraban ellos en el video. Al final, perdimos un da entero debido al vuelo que sali con 11 horas de retraso, adems de los problemas con la habitacin del hotel. El 8 ******** regresbamos a ***** y nuevamente, el vuelo estaba retrasado 1 hora porque el avin estaba roto. Finalmente, nos subieron a otro avin que no era el nuestro y tuvimos que esperar 2 horas sentados en l porque tenan que hacer un manifiesto nuevo. Como ese avin regresaba supuestamente vaco a *****, no haba suficiente suministro, solo agua. La compaa estaba al tanto de todo esto y ni siquiera fueron capaces de llamarnos cuando regresbamos.

  Business response

  06/24/2024

  Lamentamos profundamente la experiencia que tuvo durante su viaje a **********. En RISA Travel, nuestro objetivo es siempre proporcionar el mejor servicio y hacer que cada viaje sea memorable por las razones correctas.
  
  Referente al vuelo, entendemos la frustracin que causan los retrasos, especialmente cuando se viaja con nios pequeos. El desperfecto mecnico en su vuelo de ida fue comunicado por la aerolnea en un horario en el que ya no era posible avisarles con antelacin. Aunque estos incidentes son desafortunados, son situaciones que pueden ocurrir con cualquier aerolnea, y siempre se prioriza la seguridad de los pasajeros.
  
  En cuanto a su experiencia en el ********************, nos sorprende y preocupa escuchar sobre los problemas que encontr. Nuestro equipo se ha hospedado en este hotel en mltiples ocasiones y no hemos percibido tales inconvenientes. El Royalton Bvaro tiene una puntuacin de 4.2 sobre 5 en ****** basada en ***** reseas y una puntuacin de 4.5 en TripAdvisor basada en ****** reseas, lo que refleja una alta satisfaccin general entre los huspedes. No obstante, entendemos que su experiencia fue diferente y le ofrecemos nuestras disculpas.
  
  Aunque no tenemos control directo sobre la operacin de los hoteles, trabajamos estrechamente con ellos para asegurar la mejor estancia posible para nuestros clientes. Contamos con personal propio y de Nexus Tours en el hotel los 7 das de la semana para asistir a nuestros clientes y solucionar cualquier inconveniente que puedan tener.
  
  Lamentamos los inconvenientes que tuvo tanto con el vuelo de *** como con el de regreso. Su feedback es muy valioso para nosotros y lo utilizaremos para mejorar nuestros servicios. 
  
  Gracias por tomarse el tiempo de compartir su experiencia y permitirnos mejorar.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Risa Travel staff uses deceptive practices by hidden charges for services and by no providing accurate information about costumer reservations. In addition, Risa Travel and their staff, don't take responsibility for cost/ charges associated to misrepresentation; even they are operating in *** soil, Risa Travel staff stated that they have no liability for breach of contract with customers. As per ********************** staff Mrs. ******* and the administrator Mrs. ***** requested, I paid off ******** on January 11, 2024 for vacation purposes. At that time, the staff told me that all my due were fully paid and that I didn't owe a *****. I just received today 5-1-2024 another invoice to be paid for other charges in the amount of ****** that were no informed me when I signed the vacation contract.At this time, I still don't not know about the flight information, the hotel, and other coordination related to my vacation. I emailed them and called them, but never return call under the pretext they are buzzy.

  Business response

  05/02/2024

  Dear *******************,

  Thank you for reaching out and expressing your concerns regarding your recent booking with us. We understand your frustration and would like to address the issues you've mentioned.
  Regarding the additional $140 charge, please be assured that this fee is not levied by RISA Travel but is a consular fee required for **** processing. This fee should be paid directly to the consulate. RISA Travel did not issue any invoice for this amount as it falls outside our jurisdiction and services. It is also specified in our reservation terms, available online, that such consular fees are not the responsibility of RISA Travel.

  We apologize for any inconvenience caused by delays in this information reaching you. We aim to provide transparent and accurate information to all our customers. Information about flight details and hotel accommodation is shared with our clients as soon as it is made available to us by the respective airlines and hotels. 

  We value your patronage and are here to assist with any further inquiries or support you might need regarding your travel arrangements. Please feel free to reach out to us directly for any further clarification or assistance.

  Warm regards,

  *******************************
  RISA Travel
  

  
  

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a trip and had to cancel because of safety concerns and current natural disasters (earthquakes) currently affecting that region. So as a precaution we decided not to go. Mind you we cancelled the trip in February 2023 and we were due to Travle July 2023. We spoke to ***** and expressed our safety concerns about the trip to turkey and she seemed to understand. She said she would refund our money including our deposit. The following Monday I called and spoke to Mrs. ***** once again to were now she was stating that she didnt want to refund our money as supposedly our airfare was purchased. Which to then I asked perfect please give me the record locator for the ticket and Ill call the airline directly for My refund. She then changed the statement oh I cant give you the record locator because I dont have it. Mind you I work in aviation and a company is not going to purchase an entire 10 day trip without having full payment on hand. It need now almost 2 weeks and ** still waiting for my refund and a manager to call me. I would honestly book my vacations in the future as I have always done directly with the airlines. Also please take this as a warning DO NOT ZELLE YOUR PAYMENTS TO THEM AS YOUR BANKING INSTITUTION WILL NOT BE ABLE TO FILE A CLAIM FOR YOU.

  Business response

  03/20/2023

  This issue is already resolved. The client was not entitled to a refund under the terms of the reservation. However, an exception was made and the client was reimbursed. The client is happy.

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