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:06/20/2022

  Type:Customer Service 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.

  Booked trip 5/21-5/24/2022 for granddaughters graduation. Asked for hotel 4 stars and with walkind distance of **************. We were booked in a smelly damp Holiday in Express looked like a horrible alley way with a construction site across the street. Our room smelled damp and pissy and had plaster coming off the walls. We stayed the night and checked out Sunday morning and into a ************* The Holiday Inn Express we also found out was on their list of most haunted places in downtown ***********. I was os upset, even more after finding this out, im sure they knew this. I was traveling with my two teen granddaughters, we were over mile from the riverwalk, I have Lupus and this would have been really hard on me. The Hilton accommodated us the next morning wiht a handicapp room with early check in. I have not been able to get anyone on the phone from customer complaints. I have called at least 4 times was on the line for over 45mn. Sent a complaint form on line still no response. i called to day and was told to call Trip Mates because my trip is covere and they would redund me, insurance account nbr F428W. Triip mates told me they didnt cover my case they are for more like illness or missed trips. She said i had to call Amtrak back.Amtracl reservtaion nbr ******, Sunday 5/22/2022 when i called in and was told customer complaints were not open on weekends to call on Monday and my hotel should be refunded. I hace not been able to get customer complaints on the line.

  

  Business Response

  Date: 07/14/2022

  Hello,

  
  We have reached out to the customer and advised a resolution. Please feel free to reach out to us with any further questions.
  
  Best,

  
  Customer Care Team

  Customer Answer

  Date: 07/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did get an email stating they refund the hotel Friday 7/15, at tjus time it has not been refunded just yet.  

  

  Business Response

  Date: 07/18/2022

  Hello,

  Thank you for reaching back out. We have refunded the customer for the night's they purchased at an alternate hotel. There will be no additional compensation provided.

  Best,

  Customer Care 

  Customer Answer

  Date: 07/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not been notified of this payment on my credit card just yet.  

• Initial Complaint

  Date:06/18/2022

  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.

  On May 27, 2022, after 1 week of phone calls and emails with two Amtrak Vacation agents (********************************* and ***********************************, I purchased a $6,415.09 train package for my husband's retirement gift. Departing ******* on July 25, the trip would take him to ****** for a Rocky ********* tour, and then on to ****, for a tour of 2 national parks and 1 state park in one day, and then returning on Sunday, July 31.Since providing my credit card on May 27 and being charged, the invoice emailed to me (immediately after my purchase) showed an 8 day trip- instead of the correct 7 day trip. The itinerary mistakes have been pointed out via email 6 times and 2 phone calls, and nothing was fixed.Phone calls to Amtrak are approximately 30 minutes to 1 hour wait before I hang up or someone answers. No one helps, including this morning when I finally got through, only to be told that no one can help on weekends unless callers are travelling in the next 3 or 4 days only.After contacting the hotel directly regarding the first day of my husband's arrival, I was told that Amtrak Vacations was wrong, and they will not allow any one to check-in early. Since he was arriving at 7 a.m., and check-in wasn't until 4 p.m., I inquired multiple times about this, only to be told "he's on his own." I finally decided to reach out and book another night hotel, so he can at least go to the hotel for those hours and shower. No one assisted me in this, and in fact, I ended up emailing 3 times to request paying for an additional night. I finally got a response yesterday- and was told by happenchance that there was no tour for my husband in ****. The tour operator was never scheduled for that date, and that my husband was just going to find out when he arrived in ****. After multiple emails requesting my full money back, I finally got 1 response today stating that if I paid for 2 or 3 days extra hotel nights, they can schedule my husband for a tour on August 1.No. I want my money refunded now.

  

  Business Response

  Date: 06/19/2022

  Hello Purva,
  
  Thank you for reaching out to us in regard to your reservation. We will have a team member contact you this week to advise of cancellation and refund.
  
  Best Regards,
  
  Zshamal *******
  Customer Care Team
  **********************
  e: *******************************************
  

  Customer Answer

  Date: 06/20/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I will close this complaint once I have been refunded 100% on my credit card. The business responded yesterday (June 19) stating that a team member will call this week "to advise of cancellation and refund." Once that call is made to me, and my refund is given, I will close this complaint.

  Thank you.

  *********************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Purva

   

   

  

  Business Response

  Date: 01/24/2023

  Our Reservation Number attached to the claim is ******. The clients cancelled their trip with ** on June 19th due to challenges she encountered before travel began for her husband. His tour in **** declined and unfortunately, we did not have an alternative tour available on the day he requested. We offered to issue a refund for the tour or book it on a different day. The ***** Party also encountered trouble contacting our team to ask questions and make changes, which prompted them to cancel. We were unable to issue a Future Travel Credit or any monetary compensation due to the clients filing a chargeback and winning the claim.
  
   We responded to the complaint initially and the customer rejected our response. The message from BBB when I go into the last correspondence advises us that no action is needed on our end, and they will contact us when the next require our input.

  

  Business Response

  Date: 01/30/2023

  Hello,
  
  On this the customer filed a charge back and the refund had to be issued via the chargeback process. The customer should have this refund already. I have attached the documentation to show the chargeback.
  
  Best Regards,
  
  Zshamal *******
  Director of Guest Relations
  Railbookers Group
  e: *************************************************
  p: ************
  

• Initial Complaint

  Date:06/10/2022

  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 04/13/2022, my husband ******************** made a reservation for an Amtrak Vacation, leaving from ******, ***** on 07/02/2022, arriving in ******* on 07/03/2022, then on 07/04/2022 going to *****************, then ***********************.On 07/07/2022 we would then take the same trip in reverse, arriving in ****** on 07/08/2022. My request is to obtain a refund of my $ ******* deposit (on record), because of my having major surgery on 04/09/2022, I am unable to travel for six months.I appreciate anything you can do for me.Regards,************************

  

  Business Response

  Date: 01/13/2023

  To whom it may concern,
  
  I am reaching out to you regarding a complaint from the **** Party. 
  
  Our records indicate that the clients cancelled their trip with us on June 10th due to medical reasons. They were advised that the funds would be banked in a Future Travel Credit, which they did not accept and claimed our website explicitly stated he was owed a refund to his card for cancelling. We advised that our website and invoices detail the cancellation policy in detail and mention explicitly that funds are returned as a Future Travel Credit. We advised him that he could submit medical documents for a refund request. He submitted the medical documents and on July 7th 2022 his request was approved. A refund was processed directly to his card and his case has since been closed.
  
  I hope this information is helpful.
  
  Kind regards,