Usacomplaints.com » Traveling & Tourism » Complaint / Review: Your Cancun Vacation - The company charged the money for the All Inclusive Hotel Reservation, but the Hotel did not have our Reservation. T. #336626

Complaint / Review
Your Cancun Vacation
The company charged the money for the All Inclusive Hotel Reservation, but the Hotel did not have our Reservation. T

We received a flyer at work on our fax machine for a great deal to Cancun. The company charged us 695.18 for 2 people at an all inclusive 4 star Resort. The package was good for up to one year with no black out dates.

They made us pay first (they said it was a limited time offer about to expire) and then they sent a DVD to our home address a few weeks later. There were no hotels on the DVD, just video of the activites one can do in Cancun. (Red flag) We called back disappointed and they said to go to mycancunvacation.com to see all of the hotels available. We did and they were certainly not 4 star resorts.

We were dissapointed when we called to book the vacation and they said that we would have to pay an additional 200.00 per person for the dates we chose because it was peak season. It seemed odd that every date we chose was during peak season. We paid the additional 200.00 and were booked for the Omni Hotel. They said we would receive some kind of confirmation in the mail. We never received anything.

We needed confirmation before booking our flight, so we called and they said to fax a signed consent form to them. We did. When I called back to see if they had received, they said "they're fax machine was backed up and to call back the next day." I did many times and no answer. (Red flag) It became increasingly difficult to get an agent on the phone.

Time passed and we forgot. As it got closer to the date, we called back again. This time they told us that we would not be at Omni, but at Bel Air. We asked for a written confirmation and they sent us an email with a sales slip for the amounts we had paid and these were to be signed and faxed back. We faxed them and when I called to confirm reciept, once again, it was very hard to get an agent on the phone. The phone number would ring and ring and did not have an answering machine. It just rang and rang. Also, the fax number did not work. I finally got someone on the phone and they told me to try another fax number that did work. I called to make sure they received and I was told again that the fax was backed up and they would give me a call back. I called the next day several times and no answer.

I called back the following day as we were getting anxious about booking our flight. I called several times and finally got a hold of an agent. She had two different dates listed for our reservation and then said that the one at Omni would have to be moved. I told her we only had one reservation and she put me on hold. I was on hold for a minute before the phone started to ring again and then I was hung up on. Before I spoke to the agent, I had called Omni Hotel where I was told that we had a reservation, but it was cancelled. Then I called Bel Air Hotel where I was told that we did not have a reservation at all.

So, basically, we paid them $1,095.18 already, but we don't know what hotel we are staying at and have no confirmation from the company or the hotel. We are less than a month from the date of travel and cannot book our flight until we know if this vacation we paid for is legit.


Offender: Your Cancun Vacation

Country: USA
Phone: 4074723322
Site:

Category: Traveling & Tourism

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