Business ProfileforYulio Travel

I bought 2 Halloween Horror Nights (***) Express Passes for 2023 with a few other tickets and I never received the confirmation numbers to get the tickets at the park. I purchased the tickets on October 3 through the travel agency to go on October 27. I contacted them via WhatsApp on October 5 to see how I would receive the tickets, since I wanted to make sure everything was okay, but was told that they were waiting for the provider. I paid a total of $2,887.28 for *****************, Universal Studios Express, Horror Nights, Horror Nights Express, and what I thought were ************* ******************, 2 tickets of each, plus hotel and car rental. I eventually received vouchers by email, with confirmation numbers and instructions to present them at the entrance kiosks. I went to ***************** on the 27th only to find out that the Halloween Horror Express Passes were not included in any of the confirmation numbers I received. Besides, I noticed that the ****************** tickets were not for *************, even though I always said that I was going to the ****************** Halloween event and even asked for the ************* express passes and was misoriented about them being unnecessary because the event was never full enough to need express passes. I admit ****************** were partly my bad because I didnt mention the ************* event by its name. But regarding *** Express Passes I completely blame the agency. I contacted the agency right after I was informed at the kiosk that I did not have Express Passes and that the cheapest Express Passes were sold out. They usually sell out by mid-October. I needed to act fast if I wanted to get Express Passes and I was wasting my vacation time trying to contact the agency while I was already inside the park. I ended up paying $617.68 for 2 *** Unlimited Express VP tickets because those were the cheapest left, and if youve been to *** and youre from out-of-town like me, you know theres no point in going if you dont have Express Passes because you will waste away the night in 2 or 3 lines.I was finally called by the agent that had my account and she told me to send her a photo of the receipt for the $617.68 I had just paid so I could be reimbursed. It was never clear to me if they would reimburse the full $617.68, or the *** Express Passes the agency charged me in the $2,887.28 bill. They never provided a breakdown of the bill so I dont know how much they actually charged me for the Express Passes, but they certainly gave the appearance that they did. I do know that the *** Express Passes I thought I purchased through the agency were going for $229.99 each, back in Oct. 3 if you purchased them directly from ************ was never reimbursed anything. I followed up on November 19, 2023, via WhatsApp and was told they would verify the status of the refund. I followed up again on January 8, 2024, and was told the report had been re-submitted to the department. I really wanted to avoid taking this to BBB but it seems the agency is giving me the run-around for something that was clearly their fault.