ComplaintsforApple Leisure Group

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had book a vacation package on May 6, 2024 for June 23, 2024 to June 25th, 2023. I had to cancel the trip and when I spoke to customer service they told me they would issue a hotel and airfare credit. **************** told me I could use the hotel credit anytime and no flight was required. I tried to book a hotel room on 9/9/24 and was told I am not allowed to use the hotel credit unless i had a flight. Supervisor told me there was nothing they can do which is not right because when I spoke to customer service they told me no flight would be required. I need someone to refund my credit card $1477.13 which is what the credit was for hotel only. Southwest Vacation mislead me as a customer with false information knowing I couldn't use the credit for just a hotel.

  Business response

  09/12/2024

  During the booking process the guest are given the option to purchase the trip protection with or without the cash back option. In this case when the guest declines the trip protection, we issue the refund in travel credits. This was a packaged reservation, and the travel credits has to be redeemed in the same manner. When the travel credits are issued the guest receive the terms and conditions of the credits which includes and not limited to expiration date, how to redeem and restrictions.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked All Inclusive trip for two adults, for me and my husband through Southwest Vacations to ****************************************. Dates August 23, 2024 through August 28, 2024. Total cost of package paid $3,783.53 which included paying extra for the Travel Protection Benefits; Plan Number GR430S, insurance provided through Southwest Vacations. Unfortunately, my husband can't make the trip. His father (94 years old) just had surgery last week to remove a tumor from prostate, pending biopsy results. During the same week, his older sister was diagnosed with breast cancer. My husband based on his family situation is unable to make the trip. I contacted Southwest Vacations to notify them of the situation and to let them know that my husband was not going to make the trip. I requested for a refund for my husband. I received the airfare credit. The complaint is that I called them on August 19, 2024 early morning to request the refund for the hotel, for his part only. I spent most of the time on hold and given the run-around, I followed the instructions for Changes/Cancellation that was posted on their website. They told me they were trying to get with the hotel and there was no answer and told me to try back again. I called them again that evening and got no where. Several times I told them I had purchased the travel protection insurance and still got no where. I called again the next day and received the same service run-around. All I'm asking is for them to refund me my husbands portion for the all-inclusive package for the trip.

  Business response

  08/23/2024

  The guest is currently traveling, and our travel department is actively coordinating with the resort to remove the husband from the reservation. Once this process is complete, we will be able to issue a refund or travel credit, depending on the type of travel protection purchased.

  Customer response

  09/03/2024

  I reject this response because the response from Apple Leisure Group is false in that they are coordinating with the resort to remove my husband from the reservation.  As of today, I have not received a resolution. The agency nor the resort have contacted me with a resolution.  The message you received from the business on August 23, 2024, I was at the resort there was sufficient time to have resolved my complaint.  Instead, both the agency and resort ignored by requests.    

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

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled Reservation with Southwest Vacations Was advised to cancel for a refund and upload medical information.Was not given full refund, and informed to contact a second party ******************* regarding remaining refund.

  Business response

  08/13/2024

  per the terms and conditions of Southwest Vacations if there is no travel insurance the guest will be refund in travel credits.

  ************************************************************************

  
  Change, Cancellation, Refund, and No-show Policies
  If your plans change, your right to a refund is limited and subject to penalties and fees as noted herein. You must immediately notify your travel advisor or Southwest Vacations to cancel or make changes to your vacation package. 
  If you decline Travel Protection and cancel your booking, any amount due for the land/ feature portion of your booking (after applicable penalties) will be in the form of a travel credit from Southwest Vacations. If booked with Wanna Get Away or with Wanna Get Away Plus fare class and you cancelled your flight at least 10 minutes prior to travel, the air portion of your booking will be refunded in a Southwest Airlines air credit, which may be used on a future trip with Southwest Vacations. Fare difference may apply with Wanna Get Away fare class. Anytime, and Business Select fares are refundable back to the original form of payment or you can choose to convert to an air credit. Contracted group bookings will be refunded in the original form of payment. Travel credits are valid for travel commencing within 395 days from original departure date by expiration date, are nontransferable and nonrefundable, have no cash value, and are issued in the name of the adult passengers on the original reservation. Standard change and cancellation policies apply to bookings made with travel credits. Travel credits will be held on the original booking.
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi Team, This is a DIRECT Complaint about Southwest Vacation booking (73M2134W); NO one is able to FIX this and they are going in circles and Your ************* center guys are 'beating around the ****' and trying to ask to CANCEL and REBOOK for NO fault of my booking. This business is run by offshore call center folks who want to sell thiss and that WITHOU giving any solutions.As indicated in the Below e-mail thread, ******* said 'Soutwest Vacation' has booked as wrong room! BUT NO one is correcting it by adding Breakfasts for us.. I wrote million e-mails now! I need a settlement for this continuous Unsettled rant from 'Southwest Vacations' (ALG Vacations). We never had any such pain from another vacation booking group.Thank You ********* --------------------------------------------------------------------------------------From: ****** ************************************* ********************************* Sent: Saturday, July 27, 2024 1:37 PM To: **************** ***************************** ******************************* Subject: Breakfast for two 73M2134W Dear Valued Partner Marriot, For the below booking we have a request: This reservation was done including breakfast for two, in the advisories in Southwest vacations the dates for tris promotion is available for this reservation.Please check the reservation of our mutual costumer so they can get the correct promotions for this reservation.Resort: ******************************************* Arrival: 31 july 2024 Departure: 04 august 2024 Room Category: 2 ****** **** fridge, 298sqft/27sqm, Wireless i nternet, for a fee, Coffee/tea maker Special Reduced Rates!Number of Occupants: 4 adults Res8# PHA0K105 Hotel Confirmation Number: ******** ALGV Reservation Number: 73M2134W

  Business response

  07/31/2024

  The guest started the trip today. To get the Free Breakfast promotion there was a specific room category that the guest needed to confirm when they booked the reservation on the website. That promotion would have to be added to a new reservation and this is why our customer service agent was advising to cancel what they had and to rebook. The current room category that they confirmed was a 2 ****** **** fridge,298sqft27sm

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I've contacted the *** post travel department via email and phone numerous times about this problem, for over 3 weeks now. After no resolution, I am resorting to the BBB because I feel as if I am getting nowhere. I am a travel agent who booked a vacation for my family through Funjet/VAX. I paid several thousand dollars for a vacation package that included 3 different hotels and airfare. After paying for my vacation package in full, one of the hotels ended up not charging Funjet, but charged my personal credit card for our stay. Ive submitted cases with the hotel (Hilton) as well as with the post-travel group. *** provided my receipt from the hotel showing that my personal card was charged. Ive also provided my credit card transaction showing that my personal card was charged. *** spoken to numerous *** representatives that state they need to get a hold of ****** to confirm that they really charged me, and to have ****** charge the vendor credit card so that ****** can refund the additional $1,334 that they charged to my personal card in addition to what Ive already paid VAX for this same stay. No one has done this. No one responds to emails with any resolution or progress in a timely manner. I keep getting different information from different people. Its a simple phone call that needs to be made. At this point, I want ***/Funjet/VAX to just refund my money ASAP. Ive already had to pay out of pocket for this additional amount that I was not budgeting for after a very expensive vacation, and it has created an immense amount of unnecessary stress and frustration. This experience has encouraged me to stay away from this vendor altogether and never book thorough them again, for myself or for any clients. Please refund the money that I paid your company and your company did not pay the Hotel.

  Business response

  07/30/2024

  The client traveled to ****** during the time frame of 17Jun-30Jun staying at several hotels. The Travel Agent/Client did not reach out to us until the 3rd of July, it does take time to reach out to the hotels especailly with the time changes and the locations of the property they are only open Monday through Friday in the hotel's accounting Department in ******. We needed to verify funds were not used, as well as cancel our payment with the hotel directly. Which we did. Refund was sent to our accounting department for the client on 26Jul and the Client was informed that the refund process could take up to 1 billing cycle to complete back to her credit card.  The amount of the refund being issued is 1334.99 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trip to ***** planned thru giving travel agency. 6/13/24 flight was to ***** via united airlines. There was a tropical storm flight was cx. But told there was one at 6. We waited attempted to get on that flight after several hours we are told all flights to ***** are cx. Next flight out would be 6/15.We called travel agent, asked about refund. Was told that she talked to united Vacations and refund would happen. After several days no refund we again asked Agent. She said they are now telling her 15 to 30 day and both airline and hotel must approve. So she did get in writing that both approved refund. I now fund out united vac does not happen connection with united airlines. The parent company is Alg. As of this week 7/18. No refund. Still being told 15 to 30 days. I have filed dispute with credit card.

  Business response

  07/19/2024

  Please see attached. 

   

  Thank you! 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to cancel a travel credit purchased with Funjet vacations due to needing chemotherapy, radiation, and a stem cell transplant for 2 lines of treatment for stage 4 Hodgkin's Lymphoma.I received medical treatment from *********************** in ******* ***************************************** oncologist and hematologist wrote me a letter so that I could get a refund or travel credit for the flight I booked for myself and my family as I was immunocompromised and would be hospitalized for a month for my stem cell transplant.I called Funjet vacations multiple times and corresponded with them and they denied it.Then I went straight to United Airlines which was the airline Funjet booked for.United accepted my Dr. ******* from *********************** and issued a credit of $2961.00 for myself, my husband, and three children back to Funjet.This was for United Flight #**** confirmation #FNQ030 on 12/23/23 and return flight United #**** on 1/3/24 confirmation FNQ030.United told me that the credit went back to the card that was used to purchase the tickets on 3/22/24.They told me that Funjet has to credit me as it was medically accepted by them. I then called Funjet and provided the email confirming that United accepted my ******* and refunded them the money and asked for them to issue me a credit. They kept me on the phone for 3-4 hours, asked for the Dr *******, and said they would have to wait to look into it. I was told that I would get a call back in a few days from ********************************** They never called or issued a credit.Today on 7/5/24 I called and spoke to to ********* and his supervisor ************************* (***********************************).After 5 hours of being on the phone with them, providing them my Dr. notes and the record of United giving them a credit for my flight, they said they needed to call the hospital to verify if this happened.I explained that a hospital cannot share private health info. He says he will let me know on Monday next week.Their CC ends in 3864.

  Business response

  07/11/2024

  We received the necessary approval for a refund of the unused air tickets for $2961.00.  We will be refunding in the form of a check back to the customer and will be mailed out in next weeks check run.

  thank you,

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a package through southwest vacations which is owned by Apple leisure group. I tried calling within 24 hours to make changes and I was not allowed to make the changes according to their policy.

  Business response

  07/01/2024

  ******************** booked through Southwest Vacations website portal. The Southwest Vacations General Cancellations Terms and Conditions do state the following:

  ************************************************************************

  General/cancellation terms & conditions for vacation packages 
  

  By booking with Southwest Vacations, a brand of ALG Vacations Corp., you agree to the general/cancellation terms and conditions contained herein. Any payment constitutes acceptance of the terms herein. All policies, procedures and terms contained herein are subject to change at any time without notice at Southwest Vacations sole discretion. Contracted group vacations have special terms and conditionsplease refer to your group contract. In the event your hotel is supplied by Travelscape LLC, the terms and conditions at *********************************************. If you booked through a travel advisor, all communications prior to departure, including questions about changes, cancellation, payments and refunds, must be via your travel advisor. Some travel advisors may charge service fees and/or additional cancellation fees. 
  Airfares are based on the lowest applicable airfare available at the time of booking. Changes in flight itineraries after the payment of tickets may result in increased airfare. Southwest Vacations works with our suppliers to provide you with the best package rates. To pass these values on to our customers, we are prohibited from breaking out individual component prices and will not be able to provide those to you. 
  Standard policies, payments and penalties outlined below may be more restrictive during holidays and special events. No refunds will be made for special events, shows, or attraction passes.

  Bookings, Deposits & Payments

  ***If you decline Travel Protection and cancel your booking, any amount due for the land/ feature portion of your booking (after applicable penalties) will be in the form of a travel credit from Southwest Vacations. The air portion of your booking will be refunded in Southwest Airlines Travel Funds (air credit), which may be used on a future Southwest Vacation. The Business Select and Anytime fares are refundable. As long as you cancel your flight more than 60 minutes before its scheduled departure time to allow for processing, you will have the option to receive a refund to your original form of payment or Travel Funds (air credit) for future use.

  Travel Protection

  ***Southwest Vacations does not charge any change or cancellation fees for the air portion of your vacation package. However, we strongly recommend that you purchase Travel Protection to cover your hotel cancellation or change fees. Travel Protection includes a Pre-Departure Penalty Waiver (Part A), and Post-************************** (Part B). Travel Protection may only be added within 7 days of your initial deposit, provided you have not yet made your final payment (except for group passengers who are subject to the terms under their group contract).  
  Nonrefundable hotels are not covered by the Pre-Departure Penalty Waiver. Travel Protection payments are nonrefundable and nontransferable. See your travel advisor or visit click here for more information. 

  Customer response

  07/02/2024

  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.
  
  I tried to cancel my trip within 24 hours which is part of the policy that was sent to me. Southwest vacations was unreachable and as a result I fell outside of my cancellation window. I also have been trying to call Southwests but Ive been on hold for over an hour . This is very bad customer service . Please see attached documents above . 
  
  Regards,
  
  *************************

  Business response

  07/03/2024

  ******************** booked through Southwest Vacations website portal. The Southwest Vacations General Cancellations Terms and Conditions do state the following:
  ************************************************************************
  General/cancellation terms & conditions for vacation packages 
  
  By booking with Southwest Vacations, a brand of ALG Vacations Corp., you agree to the general/cancellation terms and conditions contained herein. Any payment constitutes acceptance of the terms herein. All policies, procedures and terms contained herein are subject to change at any time without notice at Southwest Vacations sole discretion. Contracted group vacations have special terms and conditionsplease refer to your group contract. In the event your hotel is supplied by Travelscape LLC, the terms and conditions at *********************************************. If you booked through a travel advisor, all communications prior to departure, including questions about changes, cancellation, payments and refunds, must be via your travel advisor. Some travel advisors may charge service fees and/or additional cancellation fees. 
  Airfares are based on the lowest applicable airfare available at the time of booking. Changes in flight itineraries after the payment of tickets may result in increased airfare. Southwest Vacations works with our suppliers to provide you with the best package rates. To pass these values on to our customers, we are prohibited from breaking out individual component prices and will not be able to provide those to you. 
  Standard policies, payments and penalties outlined below may be more restrictive during holidays and special events. No refunds will be made for special events, shows, or attraction passes.
  Bookings, Deposits & Payments
  ***If you decline Travel Protection and cancel your booking, any amount due for the land/ feature portion of your booking (after applicable penalties) will be in the form of a travel credit from Southwest Vacations. The air portion of your booking will be refunded in Southwest Airlines Travel Funds (air credit), which may be used on a future Southwest Vacation. The Business Select and Anytime fares are refundable. As long as you cancel your flight more than 60 minutes before its scheduled departure time to allow for processing, you will have the option to receive a refund to your original form of payment or Travel Funds (air credit) for future use.
  Travel Protection
  ***Southwest Vacations does not charge any change or cancellation fees for the air portion of your vacation package. However, we strongly recommend that you purchase Travel Protection to cover your hotel cancellation or change fees. Travel Protection includes a Pre-Departure Penalty Waiver (Part A), and Post-************************** (Part B). Travel Protection may only be added within 7 days of your initial deposit, provided you have not yet made your final payment (except for group passengers who are subject to the terms under their group contract).  
  Nonrefundable hotels are not covered by the Pre-Departure Penalty Waiver. Travel Protection payments are nonrefundable and nontransferable. See your travel advisor or visit click here for more information. 

   

  Per the information above, no refund is applicable. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vacation package and was forced to cancel due to my expired passport. I was told there could be no refund, however I could have a credit towards a future trip. I tried to book the trip and was informed that I could not receive the full credit as it was split between myself and wife. She does not wish to go and because of the increase in costs we could not afford to take her anyway. I paid $3081.04 on my credit card. I am seeking to use the full credit for my trip. 48G5034 was the reservation number. The runaround I have received is infuriating I have an appointment with my attorney on 6/28/ to discuss a lawsuit. I cannot believe that Southwest Airlines of whom I am a stockholder condones these actions. The return call I received was from a ****** Services area ************

  Business response

  07/09/2024

  All attached. 

  Thank you! 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/1/2024 I purchased via LIFT (so still making payments) on a Southwest Vacation package that included a round-trip flight from *** (*********) airport to ******************* for 4 days, 3 nights at ************************* that was supposed to be all inclusive for myself, my husband, and my son. Once we got to ***********, through Immigration, and transported to our resort was the point when I was made aware that our resort was not actually located in *********** (per Southwest Vacations listing) but yet ********, ******* (a 45 minute ride away from ***********). Upon going to the resort also had issues with not being a full all inclusive resort. It was only all inclusive with paying an additional "preferred" fee upon checking in to the resort and signing up for the $35 daily fee.

  Business response

  06/18/2024

  The resort has the following amenities included 

  The all-inclusive program includes the following amenities:
  Meals, domestic and international drinks, cocktails and snacks
  Mini Bar (restock daily with water, soft drinks and beer)
  Theather Dining Show
  Non-motorized water sports
  Day and night entertainment programs
  ********* Daisy; day and night activities for children between 4 and 12 years old
  ********** open daily from 14h to 22h for teenagers up to 17 years old
  

  There are additional charges for ***************** which is optional that can also enjoy the following amenities: Exclusive welcome gift, One complimentary bottle of wine or chefs selection upon arrival, Dolce Gusto Nespresso machine, Bluetooth alarm clock, Mini Bar with alcohol; Premium brand drinks also available. Special bedding, pillow menu, bathrobe and slippers, Privilege beach towels, Night-time turndown service, 24-hour room service, Rituals Amenities, Privilege Lounge, Privilege Beach area with Balinese beds and drinks service.

  The destination *********** has resorts in surrounding arears like ******, ********, ******** as well as *********** itself.

  As compensation we have issued $50.00 per adult in Southwest Vacations. 

*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. ↩