ComplaintsforSky High Society LLC

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally booked a trip to Jamaica for two people. I added a third person. The vacation was rescheduled due to Schedules and Covid. I was informed that my credit of almost $1400 would expire at the end of December 2021. I booked a solo trip, I was asked if I would be willing to add additional funds. I replied yes, up to $500. The merchant responded it would be $136 more. I assumed that meant $136 total over what I already paid since I stated I would only be willing to pay UP TO $500. I received an email alerting me that my trip was canceled due to non-payment. I contacted the merchant and they informed me that ***** ********* canceled my trip and I would have to pay $639 to attend. I have sent numerous emails asking for the balance of my trip prior to receiving a cancelation notice. The communication is spotty, the customer service is inconsistent, and the response time is absurd. To resolve my claim, I would like to utilize the funds I previously paid to go on a vacation before the end of this year, or a refund. I will not just let almost $1400 go.

  

  Business response

  11/17/2021

  Hello-****** booked a trip and was notified (per the documentation that she provided) that the balance was due 30 days prior to departure. She did not contact us about an extension. ***** ********* even gave her an additional week before canceling the trip. In fact, once we contacted her, she notified us that she did not have the funds to for the booking (please see attached). We even tried working with her and asked if she could put down anything. Our response take is 2-3 business days during most months, which are our peak months. However, as you can see from the attachments, ****** was responded to the same day in most situations. We pride ourselves on customer service and the owner tried working with her as well. Please also see the attachment where she was responsive once we notified her and then stopped responding. We are closed on weekends and the owner asked me to work to assist ****** with the booking. 

  Customer response

  11/17/2021

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business did not make the balance of the trip clear nor send reminder emails. I contacted the business per their instructions and will not be held liable for any miscommunication. In regards to the payment, I was quoted $139. When the vacation was canceled due to non payment,  I was told the balance was $639. The response from the business was O told then I could contribute $500 (I said up to $500). It was never made clear they were quoting a price over my threshold. If you pride yourself on customer service,  make this right! Regards, ****** ******

  

  Business response

  11/18/2021

  Hi- unfortunately, we are not required to send reminder emails per your previous statement. When asked if you could pay anything or if you would like me to ask the owner, you clearly stated that you didn’t have it. We cannot be held liable for nonpayment of your trip when it was clearly stated it was due 30 days prior to departure. The trip was even extended for you beyond a week, which exhibits great customer service. This is not the norm. You are now asking for a refund or for us to book a trip, with funds that ***** has. This is not logical. We are only willing to provide a $200 travel credit on a future trip. 

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