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:09/11/2023

  Type:Billing 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.

  Reservation at ******* ***** Beach Resort in the Dominican Republic was prepaid in full via ***** Credit Card (ending in ****) on December 19, 2022. When guest (Authorized User on ******** Credit Card ending in ****) checks into the Resort on February 3, 2023, they were asked to provide a new credit card for the room. Instead of using the ******** credit card for incidentals only, they charge the entire room cost ($2,645.46) to the ******** Credit Card despite the room being prepaid already on the ***** Credit Card (****). I called the resort after noticing the charge on the ******** Credit Card on February 3, 2023 and they told me to email them and they will talk to the manager about refunding the charge to the ******** Credit Card. The Resort never followed up via email or phone call and no refund was ever made (To ******** or ***** Credit Card). I initiated a dispute on the ******** Mobile App on February 9, 2023. As of August 24, 2023, ******** claims the merchant and their bank is refusing to return the money.

  Business Response

  Date: 09/20/2023

  Thank you for contacting us regarding this complaint for ***********************: Complaint: ********
  
  The original land only reservation (************) made by *********************** for his guest ************************* and ************************* has been refunded in full.  A refund to his ***** card ending **** totaling $2637.00 was applied on September 20, 2023.  This credit should be reflected in his account within the next 7 business days.
  
  Per the resorts fraud policy, if the Cardholder (***********************) does not check-in for a reservation and the guest are unable to provide the credit card used to make the reservation, an alternative payment must be provided at check-in.  
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ********************************
  Customer Care Specialist
  

  Customer Answer

  Date: 09/22/2023

  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. 

  However, the "fraud" policy they are referring to is inaccurate.  This was a prepayment reservation and not a post payment when checking in.  The resort could not send such a policy nor is that policy on AMResorts or *****'s website.  The resort even lied that I was on the reservation.

  Regards,
  
  ***********************

• Initial Complaint

  Date:08/25/2023

  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.

  Hello, I have made a booking for a hotel for a stay. I have also called the hotel to make sure the stay was free cancellation and they said yes before a week of stay. I have canceled due to health reason and now i have been charged $50 for cancellation fee AFTER the hotel said FREE CANCELLATION (I have talked to two reps and they said yes) I have talked to the hotel months ago and told me to contact YOU guys. I am seeking $50 BACK for Damages of this. If i do not receive anything i want a Higher up Level to contact or will take this to court. Booking number: ************ Fun Fact:Hotel said to contact you since they are not responsible with charges

  Customer Answer

  Date: 08/29/2023

  Forgot to add

  Confirmation Number: ************

  Business Response

  Date: 09/05/2023

  Thank you for contacting us regarding this complaint for *************************: Complaint: ********
  
  We were concerned to learn ****************** elected to cancel his reservation.  Our records indicate was booked on February 2, 2023 and ****************** requested a price match at the time of booking for a lower rate with *******.  The rate reduction was granted, and he received a discount of $58.69 the following day February 3, 2023.  
  
  ****************** cancelled his reservation online on May 14, 2023, and called on May 18 to request requested the $50.00 cancel fee to be waived.  He was advised at that time that per the CANCELLATION POLICY:  Reservations cancelled from the time of booking until three 3 days prior arrival incur a $50.00 cancellation fee.  A refund of $532 was processed on May 14, 2023, to his **** card of record. 
  
  As a courtesy, we have refunded the $50.00 cancel penalty on September 1, 2023.  This final credit should be reflected on his next statement.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ********************************
  Customer Care Specialist 
  

  Customer Answer

  Date: 09/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Thank you, The resolution is satisfactory to me.

  Regards,
  
  *************************

• Initial Complaint

  Date:08/21/2023

  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.

  Date of transaction: May 10 2023 Date of Trip: Aug 11 - 16 2023 Total Amount: $4,423 Location: ****** ******* Resort Cancun Horrible experience My husband fell and hurt his knee, i asked for an ice pack, took the resort team 45 mins to bring a bag of ice. They only assisted because they did not want us to file a negligence complaint. After that day no one followed up. glass broke in my room, i asked someone to help from room cleaning. we left the room to avoid someone getting hurt. came back after 1hr, glass was still there and my daughter stepped on it and cut her foot. I went to front desk and no one assisted. I asked to speak to a manager and the customer service reps said guests can not speak to managers, on speak to them and they will let the manager know. the only time a manager helped was the last day before we had to leave. Room service came after 1.5 hours at which point my daughter and family already feel asleep. Anyone that worked at the ****** ******* Resort would not assist unless you tipped. if you didnt tip they were rude. every day i spent atleast a few hours trying to get assistance, needing support and no one helped. one day it was so hot that i asked someone for a cold towel for my daughter, i was rejected by three individuals stating its only for guests who come in to check in. upon reviewing this resort online, there are multiple issues with customers having items stolen, employees wait around to get a tip and more money. To a point we had some employees make us feel unsafe if we did not tip them WELL. I just want to forget this horrible experience. it was not relaxing. Constant back and forth just to get our mini bar filled, linens changed and room service. When i finally did get to speak to a manager, he said they would call each morjing and ask us how we were. at which point we would say ok, good and they said that is why no one followed up about the onsite injuries. The manager also insinuated that i was lying to get rid of me. Please HELP

  Business Response

  Date: 08/29/2023

  Thank you for contacting us regarding this complaint for *********************, Complaint: ********

  
  It is our understanding that ************* made her reservation through *******.com and would need to contact *******.com who is the merchant of record.  All reservations made with a third party must coordinate with their merchant to resolve directly with the hotel.  

  As a courtesy we will send *************** complaint to the resort as well.

  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  *********************
  Customer Care Specialist 

• Initial Complaint

  Date:07/31/2023

  Type:Order 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.

  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.

  Business Response

  Date: 08/15/2023

  Thank you for contacting us regarding this complaint for ***************************; Complaint: ********.
  
  We apologize for **. ******** confusion regarding the use of her air credit with ********* Airlines.    
  
  According to our Flight Operations Team, the nonrefundable published air tickets are valid for use through March 30, 2024 in the amount of $570.72 per person plus any additional cost to rebook.  As this was booked through Inclusive Collection Reservations Call Center ****************** and ***************************** will need to contact the Reservations Team at ************ to apply the air credits to a future package booking.
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ***********************
  Customer Care Specialist

  Customer Answer

  Date: 08/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  You are not reading the email as it was written or how it was explained to me. The confusion is not on ********************** part, it's on the part of the CSR. I asked multiple times, can I use the credit with ********* directly and I was told multiple times and with a letter, that I could. I paid the entire deposit with my own credit card. If you want do a refund, at least put the credits in my name only, so I can rebook. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 08/21/2023

  Thank you for contacting us regarding this complaint for ***************************; Complaint: ********.
  
  Please allow me to confirm a refund in the amount of $1141.44 was processed on ********** ending in ****.  Please allow 7 10 business days for the credit to appear on their statement.  
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ***********************
  Customer Care Specialist

  Customer Answer

  Date: 08/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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 was sent a link from our wedding coordinator at the ****** Resort in Cancun for my daughter's wedding. The balance left to pay was $5,000. I didn't get a confirmation and so I thought it didn't go through (on May 25, 2023). On June 6th, I decided to pay directly from my checking account, so I paid another $5,000, not realizing that the first one did go through. Once back from the vacation, I checked my accounts and saw the $5,000 on my *********** card in addition to the payment from my checking account. I emailed the the wedding coordinator (*******************************************) with the screen shots she requested on 7/3/23) who was going to contact her accounting people at corp to get me a refund for the double payment. (AMR Direct LLC). Never heard back. Called the number on the charges (AMR Direct - ************) on July 11th and was routed to the wedding coordinator and again was told that it would take a couple of days. My husband called again on July 14th and was told it takes time because of corporate. I checked my account and saw that I was charged interest charges of $85.08 so now I'm getting very impatient because it's costing me more. I sent another screen shot of my the charge and my interest charges to the wedding coordinator on July 17th (yesterday) and have not heard back. I'll be calling my credit card co. (***********) to see if there's anything they can do. I would appreciate any help you can provide!

  Business Response

  Date: 08/06/2023

  Thank you for contacting us regarding this complaint for ***************************; Complaint: ********
  
  We have requested a refund to ********************* ******* *** Credit Card $5000.00 however a dispute was open for this amount on July 24, 023.   
  
  Unfortunately, they will not be able to fulfill the refund request since a dispute has been opened.  Our Finance/Distribution Manager has advised on July 24, 2023 he filed in favor of cardholder. 
  
  She will have to wait for her bank to return the funds.  We have advised ******************* to follow up with her card company to verify the timeline which will confirm the funds have been placed back in her account.
  
  Thank you for contacting the Customer Care Team at World of Hyatt Inclusive Collection.
  
  ********************************
  Customer Care Specialist 

• Initial Complaint

  Date:07/10/2023

  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.

  Booked trip through AMR. booking number is ********. I am requesting that my card ending in **** be refunded $332. My husband and I pre-booked the rainforest jewel excursion, but when we got to Costa Rica, we were told it was not available because enough people did not book. We tried to wait a few days to see if anyone else would book, but no one else did. We requested a refund with the ****** representative in Costa Rica, but no refund ever appeared back on my account. Back in the US, I contacted ****** and they said that I would need to request a refund through the travel agent I booked my trip, which is AMR. I am requesting that my card ending in **** please be refunded as the rainforest jewel excursion we booked we were unable to go on due to lack of people. This was NO fault of our own. I am not sure what other proof to provide as we never went on the excursion. ***** from ******* ******** was the representative I spoke with in regards to checking in about the excursion and said she would refund us, but never did. Like I said, ****** said we would need to contact Amr (your company) for a refund since we booked the entire package through you. I have phoned amr, but have only been given an email address to send my info. Please understand that it has been nearly 2 weeks since my trip and that we need this money back, especially since we never went on the excursion due to NO fault of our own. Thank you in advance and please let me know what else I can do. I have been given the run around and am seriously frustrated with this process of trying to get a refund on an excursion I NEVER had the pleasure of going on. If I knew pre-booking would have caused this much trouble, I would have never done it. Once again, requesting refund on the $332 rainforest jewel excursion we NEVER went on. 

  Business Response

  Date: 07/17/2023

  Thank you for your inquiry on behalf of ************************************: Complaint ******** 
  
  A refund for the unused Rainforest Jewel Excursion with transportation was refunded on July 14, 2023, to a **** ending ****.  The total refund is $332.00. This refund should be reflected on her next credit card statement.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP. 
  ********************************
  Customer Care Specialist 
  
  

  Customer Answer

  Date: 07/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************************
  

• Initial Complaint

  Date:05/04/2023

  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.

  On 7/7/2022 I booked a trip for my wife and I to ******* ****** ********* for December 2022. I purchased travel insurance with the company and paid the deposit in the amount of $1269.08 on my card solely. Due to unforeseen circumstances, I needed to cancel the trip on 9/30/2022 as my wife and I have separated. I cancelled the trip and a credit was issued for the deposit amount minus travel insurance. My issue here is that the credit was split equally to be used between me and my now ex wife. This obviously does not help me and the entire purchase was funded by me solely on my card as the payment method. I have asked for a support in transferring the credit to my name or even another name, but they refuse and refuse to allow me to speak to a supervisor when requested. My request is simply to have the payment amount credited back via a credit on my name as I was the sole purchaser.

  Business Response

  Date: 05/12/2023

  Thank you for contacting us regarding this complaint for ***********************************; Complaint: ********
  
  We are unable to honor **. *********** request to issue the full travel credit of $1069.10 in his name alone.
  
  Per the Terms and Conditions of the Contract section #4. Cancellation and Reimbursement via Travel Credit and Cash Refunds:  Reimbursement allocations for travel credit states: Travel credits are allocated equally among all adults (18+) passengers on the original reservation. 
  
  The only exception that can be made would be in the case of the death of a passenger or medical documentation accompanying a request for an exception.
  
  I have attached a copy of the Terms and Condition for your convenience. 
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ********************************
  Customer Care Specialist 
  
  

  Customer Answer

  Date: 05/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because the company has the ability to make things right, they just refuse to. I understand that you have provided terms and conditions, but no common sense has been provided. And now you are losing several people as clients from all future stays over $500.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/03/2023

  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.

  On 4/27/23 I booked a reservation for the *********************** Panama resort from 9/11/23 - 9/17/23 and paid a deposit of $536 which was deducted from my account on 4/29/23. Due to unforeseen circumstances, I had to cancel my reservation and contacted customer service on 5/1/23. Spoke to a ******************* and requested to cancel my reservation. I was told that I had to pay a $50 cancellation fee so my refund would be $486. I received an email with the cancellation and confirmation #************. On 5/2/23 my account was charged $486 instead of getting a refund of $486 and when I contacted customer service to let them know of the error, they told me that they did not see a charge on their end, they saw a refund. So at this point, they have taken $1,022 from my account and I have yet to receive a refund and need to be reimbursed for the two payments that were taken from my account. Customer service refused to help me and told me I needed to contact my bank even though the error is on their part.

  Business Response

  Date: 05/05/2023

  Thank you for contacting us regarding this complaint for *****************************; Complaint: ********

  It is our understanding that ****************** has been refunded the amount of $486 on May 1, 2023 to his **** Card ending in ****. We have confirmed with our Accounting Team, we recommend the guest contact his bank/financial institution with the following information:
  
  The ARN to track the refund is ***********************
  
  Please see attached. No additional refund is due. 
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ***********************
  Customer Care Specialist
  

  Customer Answer

  Date: 05/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I contacted my bank and a refund was issued.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:03/24/2023

  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.

  They have not responded to calls and emails. We canceled our reservation with their resort in the timeframe required to be refunded and provided documentation of our medical emergency which rendered us unable to travel - and they will not respond to our request (have called and emailed multiple times)

  Business Response

  Date: 03/31/2023

  Thank you for contacting us regarding this complaint for ***************************; Complaint: ********.
  
  Please be advised we have contacted the resort and received an authorization to refund in full. The guest can expect a credit to her original form of payment within the next 7-10 business days.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  ***** ******
  Customer Care Specialist 
  

• Initial Complaint

  Date:03/09/2023

  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.

  I am writing to file a complaint against a luxury resort in Cancun, Mexico for their poor quality of service and unethical practices. My family and I had a long-awaited vacation at this resort, but it quickly turned into a nightmare due to the unsanitary conditions and false advertising. From the delayed check-in process to the inedible, lukewarm food, to the filthy room with dirty fingerprints, mold, and a non-functioning toilet, our experience only worsened as the days went on. We were coerced into filling out a liability release document to get a room upgrade and attend a presentation, but we had the foresight to only fill it out and not sign it, rendering it useless. We were finally switched to a slightly better room, but with a dirty, stained mattress that was unsanitary. The staff didn't seem to care about our well-being, and we only met the manager a day before we were scheduled to leave. We believe our experience may have been racially motivated, and we are disappointed that the hotel tried to coerce us into releasing liability. This is an unethical and potentially illegal practice that seeks to absolve the hotel of any legal responsibility for their actions. The trauma and inconvenience we experienced during our vacation cannot be undone. Furthermore, we are seeking a refund for our stay, airfare, and transportation in the amount of $4,000. We believe that this is a fair and just resolution given the circumstances and the significant impact that the resort's poor quality and unethical practices had on our vacation. We hope that our story serves as a wakeup call to the organization to re-evaluate their policies and practices and ensure that they align with the values of diversity, equity, and inclusion. No one should have to endure what we experienced during our stay at the resort. Thank you for your attention to this matter. Sincerely,********************* ******

  Business Response

  Date: 03/13/2023

  Thank you for contacting us regarding this complaint for *********************; Complaint: ********
  
  Please be advised *************** ****** has been in communication with the *********** Resorts and compensation was offered.  At this point the guest case has been turned over to the ********* Insurance Company  who is in direct communication with *************** ******. 
  
  We are unable to assist further in this matter. 
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ********************************
  Customer Care Specialist
  

  Customer Answer

  Date: 03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] 

  This is a complete lie.  No one from there insurance company has reached out to me regarding this matter. Please have them supply: insurance company name. Address, phone number, contact person. And when this attempt was made.  The company keeps trying to refer me back to the travel agency and had cut off all contact with me. This is why I contacted you.  
   
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/17/2023

  Thank you for your follow up communication regarding this complaint for *********************; Complaint: ********
  
  As previously advised *************** ****** has been in communication with the *********** Resorts and compensation was offered.  Please see the attached offer of compensation for 5 nights stay which was refused. Due to *************** ****** refusal of compensation her case was turned over to the ************************ February 21, 2023.
  
  Please see the attached communication between the resort management and *************** ******, the insurer email address is included (*******************************), the final offer, and the requested insurance company contact information.
  
  We believe fair and reasonable compensation was offered for *************** ****** disappointment and that her request above the five-night refund offered is excessive.   
  
  Thank you for contacting the Customer Care Team at Inclusive Collection.
  
  ********************************
  Customer Care Specialist 
  
  

  Customer Answer

  Date: 03/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  
  The ******* Cancun has refused and continues to relay there insurance information. The have tried to negate the fact of the dirty and unsanitary conditions. They continue to pass the buck to the travel agency. If they want to do the right thing. They can send my refund directly to me.  They have all of my information to do so. If they do this in a timely manner we can conclude this situation.
  

  Business Response

  Date: 04/04/2023

  Thank you for your follow up communication regarding this complaint for *********************; Complaint: ********.
  We are not the Vendor of record on this complaint (********* *********/ **** Group) and the issues you have inquired on have been addressed.  Please do not send any further inquiries regarding this complaint.  Any additional concerns you may have will need to be addressed the Vendor of record. 
  As previously advised on 3/17/2023 *************** ****** has been in communication with the *********** Resorts and compensation was offered. Please refer to the documentation submitted on our last response 3/17/2023.  *************** ****** refused the offered of compensation and her case was turned over to the *******Insurance Company February 21, 2023.
  We are unable to negotiate this guest request for compensation. Our case is close and will not be further addressed.  Please make sure our position is commented in our public record based on the BBB policy.
  *****************************
  Customer Care Specialist

  Customer Answer

  Date: 04/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  
  This business is doing everything to not refund my money. I have spoken with the *********** insurance lead investigator ***************************** in which I was told the claim would be processed. It's been 2 weeks with no further action. They know that they are in the wrong. The issue is not me, but your establishment not taking responsibility, if they want to resolve the issue, send my refund and stop trying to blame ****. I stayed at the ******* Cancun, which is your establishment. All you need to do is give me my refund immediately.

  Business Response

  Date: 04/07/2023

  Good day ******************,
  
  This email is regarding ********************* ****** (complaint #********) dissatisfaction with her stay. 
  
  In our correspondence submitted on April 4, 2023, we advised this guest must continue her grievance through the Vendor (********* ********************) whom she paid to reserve her stay.   All reservations made with a third party must coordinate with their merchant to resolve directly with the hotel.
  
  *************************** traveled with a group and some members of her party had separate issues which **************************** is attempting to capitalize on.  The *********** ****** Resort management has offered adequate compensation with respect to the claims of the guest.  Please review the attached Final Release and Indemnity Agreement which **************************** has refused to sign.
  
  As you are aware Hyatt Inclusive Collection (AMResorts LP) does not own or operated the resorts in our portfolio, we do however provide the services involving marketing, promotions, advertising and brand management to hotels and resorts in Caribbean and Mexico.
  
  I am formally, requesting that you close this inquiry and redirect the guest to the Vendor whom she has paid for her travel package if she wishes to continue this complaint.
  
  
  ********************************
  Customer Care Specialist

  Customer Answer

  Date: 04/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  
  

  Dear *****************************,

  I am writing to express my frustration with The **********Cancun and their unwillingness to take accountability for the unsanitary conditions and poor service that I experienced during my stay. Despite my attempts to address the issue with the hotel, they have been unresponsive and have refused to provide a direct refund.

  I want to make it clear that my intention is not to capitalize on this situation in any way. I simply want to be reimbursed for an experience that fell short of my expectations. This issue could be resolved quickly and easily if The **********Cancun would provide a direct refund to me immediately.

  I believe that The ***********Cancun needs to do the right thing and provide a satisfactory resolution for this issue. I urge you to work with the hotel to ensure that I receive the refund that I am entitled to. I would greatly appreciate your prompt attention to this matter and a swift resolution.

  Thank you for your time and attention to this matter. I will not stop complaining until you do the right thing