Complaints

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• Initial Complaint

  Date:10/25/2023

  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.

  I have a few questions. I am dealing with a travel agency, Stokes World Travel who took our money ($3,350). When I asked on 10/10/2023, if we could use the balance ($3,350) towards the upcoming trip in May ****, we were told; That money was turned over to the ******** tour company and the ***** tour company. and we didn't get it back. When we pay foreign tour operators they do not return funds. They do allow substitutions, but we didn't substitute anyone in your spot. It states in their Terms and Conditions that; All deposits and payments to Stokes World Travel are non-refundable but can be transferred until flights are purchased. The trip was to visit ***** and also take a short 3-day trip before arriving in ***** to visit *****. My partner and I could not go on this trip because my partner had a terrible cold that would not go away; COVID-19 restrictions, and if we get sick in ***** or ***** they would not pay to get back, and I had chronic knee issues preventing me from walking long distances, resulting in me having knee surgery to repair it. Total amount of the trip 2 people-$7,020,balance owed-$4,420,additional payments-$1,500,Total paid=$3,350. If I told them we wont be able to go on the trip, the trips were not paid in full, we still have a balance due of $4.420 in December, no flights were purchased; and if all deposits and payments to Stokes World Travel are non-refundable but can be transferred until flights are purchased, and they didn't substitute anyone in our spot, why were we told that our $3,350 was given to the ******** tour company and the ***** tour company? Where is our money?

  Business Response

  Date: 08/26/2024

  Dear *** Stokes,

  Thank you for bringing your concerns to our attention regarding your recent experience with Stokes World Travel. We appreciate the opportunity to address your questions and provide clarity regarding the handling of your deposit and subsequent inquiries.

  Firstly, allow me to express my sincere apologies for any confusion or frustration you may have experienced throughout this process. As CEO of Stokes World Travel, I deeply value each client's satisfaction and strive to ensure transparent communication and exceptional service at all times.

  Upon reviewing the details of your complaint, I'd like to address each point systematically to provide a comprehensive response:

  14. Deposit and Refund Policy Clarification: Before proceeding with your initial deposit for the trip occurring in April and May of 2023, our records indicate that you reached out to discuss our refund policy. During our conversation, I provided a thorough explanation of our no-refund policy and strongly advised securing trip insurance to safeguard your investment in the event of unforeseen circumstances preventing your participation.

   

  Communication Regarding Trip Funds: It appears there may have been some miscommunication regarding the disposition of your funds. While you mentioned being informed that your funds were allocated to other tour companies, I must clarify that this information was provided in the context of your inquiry about applying your deposit to an upcoming trip to *******. Regrettably, due to the non-refundable nature of your deposit and your subsequent lack of response to our communications regarding the trip to ***** and ************************, your funds were unable to be reimbursed.

   

  Discount Offer and Booking Assistance: Despite the challenges posed by the no-refund policy, I endeavored to explore alternative options to accommodate your travel aspirations. In November, the Moroccan tour operator graciously extended a discount of $1500, which I communicated to you promptly. Furthermore, I offered personalized assistance to facilitate your flight booking for the ******* trip, demonstrating our commitment to providing support and solutions whenever possible.

   

  Health and Surgical Concerns: Regarding your mention of health issues impacting your ability to travel, it's important to clarify that the knee surgery you underwent in September of 2023 occurred subsequent to the initial trip deposit and was unrelated to any failure to complete payments for the previous trip. Additionally, at the time of the ***** and ******************** trip, neither you nor your travel companion exhibited any health-related concerns that would have prevented participation.

   

  Communication Efforts and Response: Throughout the booking process and leading up to the trip, our team made diligent efforts to reach out to you via email and text messages to confirm your participation. Unfortunately, despite our attempts to establish communication, we did not receive any response until your inquiry in September of 2023.

  In conclusion, while I understand your disappointment regarding the non-refundable nature of your deposit, I trust that the discount offered for the Morocco trip demonstrates our commitment to finding mutually beneficial solutions whenever feasible. Given the circumstances outlined above, including our proactive communication efforts and the absence of response on your end, we consider the matter resolved in accordance with our Terms and Conditions.

  Should you have any further questions or require additional assistance, please do not hesitate to contact me directly. Your satisfaction and continued patronage are of utmost importance to us.