Business ProfileforAMR Direct, LLC

CANCELATION OF CONFIRMATION ********. I booked my trip on March 31st for a trip starting on October 29th. One Wednesday, July 26th, I called to cancel the trip due to a death in the family of my traveling companion. I specifically asked the representative once I canceled the trip, how will I get a refund. She said that the room deposit would be credited back to my credit card less $100.00 penalty. I said, that's fine. What about the airline tickets? She stated that I could use the credits to book another trip with them, or I can use them with the airline directly (*********). I said, "are you certain? I will need an email that states that." Within a few minutes I received an email from ********* ****** ******* that says, "you will be receiving air credits for 1141.44USD which are equally distributed on each traveler on reservation, for ********* ******** to use with Inclusive Collection in a package and with airline directly, you have 12 months to use them from the ticketing date which is March 30th. Please take this email as a confirmation your reservation has been cancelled and the refund is in process in order to avoid calling back to inquire." I asked how long it would take to have the funds on my ********* account and she said within a few days. I've checked with ********* and they said the funds were not sent back to them. I emailed ********* and I got no response. I called the resort today and spoke with two reps who said that the informaton I received was incorrect and that there is no way to use those credits with the airline. I can only use them with AMR to book a new all inclusive trip with them. This has been the worst experience that I have ever had booking a trip. Futhermore, my companion didnt pay for the trip, I paid the entire deposit myself, with my credit card that they have on file.