Complaints

This profile includes complaints for Destify's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Destify

  24 E Madison St Ste 875 Chicago, IL 60602-4413

  
• 

  Destify

  24 E Washington St Ste 875 Chicago, IL 60602-1758

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:10/22/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Destify, a third-party agency that we booked our hotel through for a recent trip. Our experience with the hotel and the overall booking process has been extremely unsatisfactory, and we hold Destify accountable for several issues that greatly impacted our stay.Upon arrival at the hotel, we were informed that the penthouse suite we had reserved and paid for was unavailable. Instead, the hotel placed us in a double queen room, which was far below the quality and price of the suite we booked. We were told that the penthouse might be available the next day, but this never happened. We were eventually moved to a lower-class room, requiring us to transfer rooms, which was highly inconvenient and disruptive to our trip.Moreover, we were not compensated for the difference in room rates despite being downgraded. In addition to the room issues, the hotel itself was in poor condition:There was no hot water in the room.The facilities were unclean, and the overall maintenance of the hotel was unacceptable.The quality of the food was below average, far from what was ************* Destify was the merchant of record for our transaction, we hold them responsible for these issues, as they facilitated the booking and received our payment. Their failure to ensure the hotel met its obligations has caused significant stress and disappointment during our stay.We request that Destify refund the price difference between the suite we booked and the lower-class room we were given, and that they take responsibility for the inadequate conditions of the hotel.Thank you for your attention to this matter. We look forward to hearing from you soon regarding a resolution.Sincerely,******* ***************** ******** ****************** *********

  Business Response

  Date: 10/24/2024

  Hi *******.

  Thanks for reaching out, happy to assist. I searched your name, ******** name and all email addresses associated with your booking; I am only showing that you contacted us 9 days before you were set to travel and requested to price match your room to current rates, and you were told at that time that you passed the deadline for price matching and the request was denied. You responded by letting us know that you would be disputing the charge with your credit card company and contacting the BBB because your price match was denied.

  Can you attach screenshots of you reaching out about your room while in-destination? We have a dedicated team available 24/7 to assist you with any issues that you may have, and I was unable to find any communication from you or ****** about issues with your room as it would have been promptly addressed. Please attach correspondence from the resort as well regarding the downgrade in your room so that we can further investigate as we would like to find a reasonable solution.  

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22460167
  
  I am rejecting this response because:
  

  thank you for getting back to us. Please note that the negative review regarding misleading false marketing is a completely different issue, and quite frankly, after the conversation interaction we had we your team we you previously mentioned, left us with no appetite to communicate with your team again hence why we decided to go straight into a BBB complaint rather than an email that wouldve gotten no where. Please see screenshot attached as the number ending in 5140 from ****** is the number of communicated our issues with. Manager (*****) assisted us and notated all the issues encountered throughout our stay. I believe it is unreasonable for you to request email communication with the resort when we barely where able to communicate with the away from actually visiting the front desk (this is how terrible the communication and the hotels security way of handling challenges was. Happy to provide more context however please contact YOUR servicer yourself to obtain follow up from our reservation as we did not anticipate to spend our time doing so during the wedding we were able there for in the first place. Thanks.

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

  Business Response

  Date: 10/25/2024

  Hi *******,

  Thank you for the screenshot. I was unable to locate our During Travel phone number in your screenshot. Did you contact Destify to assist with the room issue? The basis of your complaint is that we did not provide you with a refund, but we are unable to do this if we were unaware of the issue that you encountered. A representative from our After Travel Team will contact you directly to gather additional information and submit a reimbursement claim if official documentation of the issue is unavailable.

• Initial Complaint

  Date:08/26/2024

  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.

  Wedding planned for August 2025 wedding cancelled co will not refund deposit of ****** wedding was cancelled a year in advance

  Business Response

  Date: 09/04/2024

  Hi ******,

  Good afternoon! Thank you for reaching out and I'm sorry to hear that the wedding has been cancelled. Id like to take this opportunity to clarify the situation regarding the deposit. When your reservation was made, you signed our terms and conditions, which state that deposits are non-refundable under any circumstances. We recognize that this may be frustrating, especially given the unforeseen circumstances, and we sincerely empathize with your position.

  Additionally, we do encourage guests to purchase the low cost travel insurance offered through us, which would have offered the opportunity for a refund in such situations. I understand that this option was declined at the time of booking, and we respect that decision. However, it does leave us unable to offer any reimbursement now. We deeply regret any distress or inconvenience this may cause, and if theres anything else we can assist you with, please dont hesitate to let us know. We are truly grateful for your understanding.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair 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 07/19 our flight was delayed due to the global IT ********* outage. We attempted to contact Resort to let them know the cause of our delay. After being delayed for 4 days Delta finally canceled our flight the day before the vacation was over. Per the resort they could reschedule our booking to alter date due to the circumstances of the Global impact however the Travel Agency Destify would have to put this request in for their guest. After speaking with several customer service reps I was told that there was nothing they could do to help at this time. Although the cause was considered a pandemic and due to the global IT outage there were no flights flying out of the ** to *******. And now Destify has completely refused to rebook us to a later date after all the money was paid in full.

  Business Response

  Date: 08/08/2024

  Hi *****,

  Good morning! Thank you for reaching out with your concerns. We certainly understand the challenges you faced due to the global IT outage, and we recognize that it was beyond your control. However, it is important to note that Destify also could not anticipate or prevent this event.

  As we work with third-party suppliers, we are bound by contractual obligations, and at the time of the outage, your booking was already within the penalty period. We strive to offer the best possible service, which includes recommending affordable travel insurance to all guests, as it provides a full refund option in cases of unforeseen cancellations. Unfortunately, you opted not to purchase insurance.

  As previously communicated, the funds for your booking have already been transferred to the resort, and your reservation is subject to the associated penalties. While we understand that the resort may have suggested that Destify could assist with a resolution, we must adhere to our policies and those of our suppliers. The resort cannot dictate our processes in this matter. Given the circumstances, we recommend reaching out to the airline directly, as their delays contributed to your missed trip, and they may be able to offer some form of compensation.

  We regret that we are unable to provide a refund or rebook your reservation for a later date. We appreciate your understanding and hope that the airline may be able to assist you further.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22067124
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/10/2024

  Hi *****,

  What is the reason for the rejection? We have advised that we are unable to provide a refund due to lack of insurance on your booking and Destify is not responsible for reimbursing you. Please contact the airline as they were ultimately the reason that you did not make the trip.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22067124
  
  I am rejecting this response because: the resort stated Destify never attempted to reach out to the resort on our behalf despite insurance and they would have rebooked at a later time due to the circumstances. Destify did not live up to their statement of taking care of their clients instead treated me and my family like a number. 
  your motto contradicted your actions on 07/19/24. 
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Booking Reference: ********* Deposit Receipt Number: 1629-7057 Deposit Amount: $300 On April 24, 2024, I made a reservation with DESTIFY for a trip that included accommodation at ************* Luxury. On July 22, 2024, DESTIFY informed me that Sandos Cancun Luxury will no longer allow children to attend starting January 2025. Consequently, my accommodation was changed to **************************According to DESTIFY's terms and conditions, if a major change involves a pre-departure change of hotel, customers can cancel without charge if they notify within 24 hours. I was notified of the change on July 22, 2024, at 4:45 PM EST and responded at 5:00 PM EST, within the 24-hour period and 269 days prior to the reservation date.If ************************* had been presented initially, I would not have booked. Sandos Cancun Luxury is in ******, whereas Sandos Caracol is in **********************, nearly an hour apart. I have found a resort near ************** that is closer to the wedding venue.Despite my timely notification and request for a refund, DESTIFY has refused to process my deposit refund. I believe my request is reasonable and in accordance with their terms and conditions. I am seeking your assistance to resolve this matter.Desired Resolution:I request a full refund of the $300 deposit. If this agreement cannot be honored, I request escalation to management for a one-time exception.

  Business Response

  Date: 07/25/2024

  Hello,

  The guest did not allow adequate time for management to review her case as she filed a BBB complaint within 48 hours of her refund request with Destify. We were alerted of the refund request on 7/22/24 and the complaint was filed on 7/24/24. This has been resolved and refunded to the guest as of 7/25/24. 

  Customer Answer

  Date: 07/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, but I would like to provide the correct timeline of events regarding my recent interaction with DESTIFY and my refund request:

  July 22, 2024, 4:45 PM: DESTIFY notifies me via email that the wedding of June and ****, scheduled for April 19, 2025, has been moved to *************************. They offer to waive all change fees and request confirmation by August 2, 2024.
  July 22, 2024, 5:01 PM: I respond to DESTIFY, expressing my decision not to stay at ************************* and request a refund of my deposit.
  July 23, 2024, 10:14 AM: DESTIFY responds, stating that the $150 per person deposit is non-refundable and non-transferable, and asks if I still want to proceed with the cancellation.
  July 23, 2024, 10:22 AM: I follow up with an email, citing DESTIFYs terms and conditions regarding major changes and reiterate my request for a refund due to the significant change in the resort's location and standards.
  July 24, 2024, 3:31 PM: *******, the Resolution Specialist and Team Lead for DESTIFY, responds, asking for clarification on the significant change and mentioning the potential cost of day passes.
  July 24, 2024, 4:52 PM: I reply to *******, explaining that Sandos Caracol Eco Resort does not meet my standards, the location change is not feasible, and the additional costs for day passes are a concern. I reiterate my request for a refund and state that I will not be staying at **************************
  July 25, 2024, 8:17 AM: ******* confirms that the refund request has been submitted to the Accounting Team for a total amount of $300 and advises me to inform the wedding couple about my cancellation through DESTIFY.
  

  Based on this timeline, my initial refund request was made on July 22, 2024, immediately following the notification of the venue change. The complaint to the BBB was filed after I received no satisfactory resolution from DESTIFY within a reasonable timeframe, considering my urgent need for clarity on the situation.

  
  I appreciate DESTIFY processing the refund as of July 25, 2024. However, the delay and initial refusal to honor their terms and conditions prompted my BBB complaint.
  

• Initial Complaint

  Date:06/12/2024

  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.

  I booked with Destify in August 2023. At that time, I inquired about adding my child, who is under 2 years old, to the reservation. I was informed that I could add my child at any time without any issues.In November 2023, the resort had to move my reservation to another resort due to unavailability for my original booking in November 2024. In December 2023, I again asked about adding my child to the reservation.In April 2024, I had a guest who needed to add someone to their room, which resulted in a $200 difference. During this time, I also inquired again about adding my child. However, I was told it would cost $800 to add my child, and this issue was not resolved until June 10, 2024. This is unacceptable for two reasons: first, children under 2 are free at the resort, and second, this error is on the part of your team.Offering compensation of paying half the fee is not acceptable to me. The best resolution would be to add my child without any additional fee as originally assured in August 2023.Thank you for your understanding and prompt attention to this matter.

  Business Response

  Date: 07/10/2024

  Hi *****,

  Thank you for bringing your concerns to our attention. Upon careful examination, weve found that when you contacted us in April of 2024, we informed you that whenever a change is made that it will result in pricing to the current resort rates as is industry standard. The agent that assisted you worked over the course of a month trying various methods to get your child added without any sort of increase and kept in contact with you every step of the way. None of these methods were successful and this is why it was not resolved until June 10, 2024.

  You informed us that your sales agent stated that you can add the child at any time without any issues and that information is correct, but a price adjustment should be taken into account. Because of a miscommunication that you stated happened, we offered to cover half of the increase to lessen the out of pocket expense for you which was $375.88 but the offer was declined. We do not truly know who is at fault for the miscommunication but we wanted to improve your experience moving forward. You stated that the resort told you the child could be added directly upon arrival and that was the direction that you were going in, so your request was closed out and no further action was taken. All possible avenues were exhausted and you stated that you did not want to move forward with modifying your booking. 

  If you would still like to make a change and add your son, we are happy to extend the half off offer to you again.

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21839866
  
  I am rejecting this response because I am not paying for a child who would have been free if he had been added when I requested on August 18, 2023. As shown in the provided information, your team member gave me incorrect informationthere was no miscommunication. Additionally, *** confirmed that a child would be free but mentioned that your team and their team are not booking from the same site. This is not a miscommunication; it is a predatory practice. I hope that with the evidence given, the BBB will reconsider aligning with a company that operates in this manner. Not only did you book me at a resort undergoing renovations, forcing me to move to another resort, but you also fail to understand why I am upset about your predatory practices. This is unacceptable and feels like gaslighting.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/16/2024

  Hi Tiara,

  Are you able to provide screenshots or some sort of documentation where the sales agent advised you to add your child at a later date?

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21839866
  
  I am rejecting this response because: hello that document was added in the initial complaint and it is added again . It is the document from ********************** on 8/18/2023 at 10:37 am where i stated that i need to add him and she said add him later she wanted to get my date confirmed and to send her back a form 

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

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21839866
  
  I am rejecting this response because: 

  hello that document was added in the initial complaint and it is added again . It is the document from ********************** on 8/18/2023 at 10:37 am where i stated that i need to add him and she said add him later she wanted to get my date confirmed and to send her back a form 

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

  Business Response

  Date: 07/17/2024

  Hi *****,

  Thank you for providing that. The information given to you is correct; you can add the baby at a later date but the booking is subject to current pricing when modifying. Your baby would not have had the ability to only be on the booking for 2 nights as we do not allow split stays. This means that all travelers on the reservation would need to stay the same number of nights/the same travel dates. You were given the information pertaining to your situation but it was not complete, so that is why we offered 50% and that still stands and it is our only offer. Additionally, you told us that you would be dealing directly with Riu to add your baby but if you would like to go through Destify still it would be half off the rate increase.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21839866
  
  I did not request a two-day stay; I informed ******** that I needed to add my child. I understand your practices may allow for extra charges, but I will not be paying additional fees. I told her the day after my initial payment that I needed to add my child, and she assured me it could be done later with no issue. Offering me a 50% discount is insufficient, as the cost would have been less had she added my child when I first requested.
  
  I contacted RIU, and they confirmed this over the phone. My child is under 2 years old, and I will address this with them once I return to the resort. This complaint is to make others aware of how your company does not prioritize the traveler. I have brought over 32 people and booked 68 nights through your business, which is significant, and I expect to be treated with respect. I am not trying to do anything outside of my rights.
  
  This is poor customer service, and I will ensure that others know how this situation has negatively impacted my mental health, wedding planning, and finances. It has caused me significant stress and pain, and that is the purpose of this complaint, ******.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair 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 put a deposit down on February 25th to attend a family members wedding. Soon after I found out my mother has cancer so I will not be able to attend. I wanted to cancel and get a refund but was told because I didnt purchase the insurance I couldnt get a refund. The insurance is more than the deposit almost. Which I need the money to continue to care for my mother. My family has had other issues with them also. Overpricing of the rooms almost double than what resort changes. I just want my money back from deposit.

  Business Response

  Date: 05/20/2024

  Hi ********, 

   

  Thank you so much for reaching out and I'm sorry to hear about the circumstances of the situation on which you needed to cancel your reservation. Based on the terms and conditions you agreed to at the time of booking, the $300 deposit you put down is nonrefundable and nontransferable. We do recommend travel insurance which would cover refunds in the event of unexpected cancelations. 

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21714670
  
  I am rejecting this response because: The travel insurance is just as much as deposit.  If I would have made more than the deposit at the time I would have used the travel insurance. However, shortly after making the deposit I found out about my mothers illness and knew I would not be attending so no further payments were made. 
  Sincerely,
  
  *************************

  Business Response

  Date: 06/07/2024

  I apologize for the delayed response. We had some personnel changes, and it appears we missed this. I reviewed this record, and I can see that ************************* paid her deposit on February 25, **************************************************** July 2024. The final payment date for this trip was May 14, 2024, and emailed reminders went out 8 times between March 15th and May 13th. A notice of cancellation went out to ************************* on May 15, 2024.
  
  ************************* called on May 15, 2024 to let us know of her mother's illness and that she would not be able to travel. She was informed about the non-refundable deposit and insisted on speaking with a manager. A manager also reached out to her about this to let her know that we would not be able to refund the deposit. No travel insurance was purchased for the trip, therefore the deposit is non-refundable. The cancellation also occurred after the final payment was due. Cancellations made after the final payment are completely non-refundable.
  
  Here is a link to our terms and conditions. ****************************************************** I can also provide a copy of the signed credit card form from the deposit made.
  

  
  

  
  

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21714670
  
  I am rejecting this response because: once I reached out to the better business bureau then the company started sending emails. I had already told them I would not be able to attend. They continued to email me and thats when I told them that they seem to be responding now because I contacted the BBB. At that point I told them they seem to be harassing me. They are terrible at business and my family regrets using them. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/07/2024

  Thank you for reaching out to us and for bringing your concerns to our attention. We understand how important this matter is to you, especially given the circumstances involving your family's health. Please accept our sincerest wishes for a swift and complete recovery for your loved one.

  We genuinely empathize with the difficulties you are facing and recognize that this is a challenging time. At Destify, we strive to accommodate our customers' needs whenever possible. However, we must also adhere to our policies.

  As mentioned in our booking agreement, the deposit is non-refundable unless insurance was purchased to cover such unforeseen events. This policy allows us to effectively manage resources and ensure the quality of service for all our clients. Regrettably, as insurance was not purchased, we are unable to process a refund for the deposit.

  While we cannot refund the deposit, we would like to offer our support in any other way possible. If there is anything else we can assist with or if you have any questions, please do not hesitate to contact us. We value your understanding and appreciate your cooperation during this time.
  
  Thank you for your understanding.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21714670
  
  I am rejecting this response because: how are you helping me or supporting me without a refund? You waited until I contacted the better business bureau before you showed empathy. You can help by providing a refund. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair 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 planned to stay in ********** (majestic colonial) from 4/24-4/27. Unfortunately we missed our flights and were in contact with Destify. They werent helpful. I got a new flight for 4/26 to be able to make the wedding I was in. Upon calling the resort the room was canceled without any permission or a notification. So I was left in ********** with nowhere to stay even tho I paid for the room. I missed my friends wedding. I am looking to get refunded for at least one night since I paid and i didnt receive the service. They refuse to answer why my room was canceled and just resort back to their terms. Their terms never state that if you are late you lose your whole stay. They said their decision is final and no longer answer my emails.

  Business Response

  Date: 05/10/2024

  Hi ******, 
  
  Thank you for reaching out about your experience with Destify. It appears you've been in contact about this situation already. 
  We were unable to offer any sort of compensation because we did not receive any detailed information regarding your claim for us to submit to our After Travel team. 
  If you would like, we're able to move forward with the claim but we still need the requested documentation where you state the reservation showed as canceled. 

   

  Best, 
  
  Destify Guest Services 

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21649467
  
  I am rejecting this response because:

   

  Please dont close this case I never heard back from travelzap. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/22/2024

  Hi ******, 
  
  Thank you for responding - 

   

  We did respond back to this complaint letting you know that we required some documentation for you in order for us to file an after travel claim. I'll have someone email again if you wish to provide us with that. 
  
  Best,

  
  Destify

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21649467
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  From what I have read, they s**** a lot of people over this way. My best friend, who is getting married next weekend is using this company for her destination wedding. I make the hotel reservation through them. My confirmation email clearly states I am the reservation holder. I put down a friends name who was going to be my plus one. She cannot go due to health and financial reasons. I tried to change the name of my plus one, because my bf will be joining me as my new plus one. They told me they couldnt do it and I needed to contact the hotel. The hotel tells me I am not the reservation holder. That my guest is. Regardless of the fact that my name is on the credit card which paid for the reservation. In full. And regardless of the fact that my number and email are the main points of contact. The hotel wouldnt change the name so now neither me nor my guest will be able to check in and I will not be receiving a refund. The hotel told me it has nothing to do with them that I should contact the wedding planners. Who are declining to assist me. I either want them to make the changes I requested or fully refund me.

  Business Response

  Date: 02/14/2024

  Hi *******,

   

  Thank you for reaching out. It appears this issue has been resolved with our team and we were able to make an exception outside of our normal policy to modify your reservation after the 14 day deadline. This exception has allowed you to change the name of the other guest on the reservation. 

   

  Please contact us if we can be of further assistance. 

   

  Best, 
  
  Destify Guest Services 

  Customer Answer

  Date: 02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/20/2023

  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.

  Paid for their service for a wedding event at *************** on 9/14/2024, based on ********************* *************** cannot honor the wedding event on that date. Asked for refund, business refused.******* us to agreeing to their service without providing full terms, only to provided the terms after the we requested refund.

  Business Response

  Date: 12/29/2023

  Hi ****

   

  Thank you for reaching out. I believe you've been in contact with one of our specialists who is providing an exception to our terms and is refunding you in full based on the Hard Rock closure. 

  Customer Answer

  Date: 01/05/2024

  Complaint: 21035989
  
  I am rejecting this response because: business has not provided the fully provided refund, please reopen this case.   
  
  Sincerely,
  
  *****************;  

  Business Response

  Date: 01/23/2024

  Hi ****,

   

  Thank you for reaching out. It appears you disputed the charges paid to us with your bank which meant we could not process the refund to you. The dispute was resolved in your favor and all funds have been refunded directly back to you. We are not in possession of any funds - they've all been returned. 

  You did agree to the terms and conditions when you booked with Destify, however, given the circumstances of the resort closure, we had agreed to refund you your deposit, which we did. 

  Please see the attached screenshot showing that the dispute was won in your favor and the funds are no longer held by Destify. If you are unable to see them, I would recommend communicating with your bank. 

   

   

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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.

  We have a destination wedding. Destify was supposed to make it as seamless as possible. It was the complete opposite. We paid for travel from the airport to the hotel. We did not receive it. We pay for travel from the hotel *******************. We did not receive it. multiple people that had the same reservations as ours have the same issue. Every time we call them, they would say they got disconnected and hang up on us. Then we were told to call a third-party company. Third-party company kept telling us that it was Destify, who did not put the correct order in. And theres nothing they can do. To have your family stranded at the airport with people they dont know asking for more money. The third-party company that they hired told us for another fee they could put us in the car. But we already explain to them that we paid for this service ahead of time. They said just pay again if you want a ride or youre just going to be stuck in ******. And he said if youre stuck after dark people may come rob you. So we were nervous and ended up paying for another ride. Prior to that, this company would not email us back. We will call and leave messages and they were not get return. We did not receive a lot of things that we had already paid for. When we contacted them to ask about it. We got the runaround. We were a transfer from the phone to phone. Emails went unanswered. It almost ruined our wedding. No one has been there to help. No managers were there to solve any issues. We kept being told they will call us back. No one has ever called us back yet. But they continue to debit the money off of our account after we told them that we were not satisfied with whats happening.

  Business Response

  Date: 09/18/2023

  Hello,

   

  Thank you for reaching out about your concerns. I have reviewed your communication with our team regarding the issues listed and see we were unable to provide transfers because we did not receive the flight information we needed. Our team requested follow up information from you via phone and email that was not received which meant we were unfortunately not able to make the requested changes you desired. I see our after travel specialist has reached out requesting more information. At this time, our team is working with you to get the answers to the questions they provided so they may assist you in the best way possible. 

   

  Thank you, 

  Guest Services