I was looking for a cruise vacation on Expedia.ca and was referred to their Professional Cruise Consultants. I spoke with Mary Tadros by telephone and explained that I found the cruise I wanted (stated HollandAmerica, Bermuda) and needed her help to coordinate the vacation. I wanted a smoking room, for two guests, May 13 start date, and needed the transfers and flights coordinated.
A few phone calls and emails back and forth later, and after a couple of requests for complete itineraries, the first confirmation of information I received was a cruise booking confirmation on Wednesday, Feb. 29 (still no flights, no confirmation of smoking room). I understood that to mean that the rest of the information requested was good to go and would to follow shortly...
What did follow - two days later, on Friday, March 2 - was an email stating that there were no smoking cabins. I asked to cancel the trip and was then informed of a $730.24 cancellation fee from Holland America and a $100 cancellation fee from Expedia. Outrageous.
I've been in touch with several people, none of whom are taking responsibility nor are willing to help me. Expedia.ca refers me to the Professional Cruise Consultants dispatch centre, they refer me back to Mary Tadros. Holland America says didn't I read the terms and conditions? I reply that I didn't receive any. The confirmation Mary sent me refers to a terms and conditions brochure, that she didn't provide me so -no - I didn't see any terms and conditions. Holland America refers me back to her. Mary Tadros is the one who booked the charge to my credit card before giving me any information about cancellation fees or anything else. She now claims I never asked for a smoking room and says I made a bad decision. She's right about the bad decision, not about calling me a liar. She also claims I declined insurance, which is true because it was offered to me after the booking was already done, so how would insurance have helped me?
I even contacted my credit card company who suggested I send them a letter or fax and they would investigate...
I don't understand how she is able to charge my card for something I did not want and get away with it. I also don't understand why a credit card has the 3-digit security code on the back and a signature, and a chip pin, if she can still charge my card without my providing any of these security measures...
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