Complaint Review: Cancun & Mexico Bureau Of Travel & Tourism (aka CMBTT) Cancun Reservations Sandosvacations

Received fax for $199/person travel package from number 877-714-1187 and 877-708-1730. Purchased a vacation package on 2/18/09 for 2 people totaling $398, and another package for 2 people again on 3/6/09 for 5 nt/6day all inclusive package to Riviera Maya, at Sandos Playacar, and I locked in the date of 6/18/2009. My sales rep told me the only other fees I would be required to pay would be $99 for tax/qratuity when I arrived. I stupidly charged each $398 fee on 2 different credit cards (totaling $796). I asked several times if there were ANY other fees, or would I be required to attend any type of meeting or presentation and he said NO.

After they take your money, they send you a confirmation email, in which you sign that you are agreeing to a non-refundable package. Nowhere on the confirmation did it say my resort name or dates. Per the instructions, I then tried calling another number (866-961-1819; 866-961-1820; 407-362-6908) and tried for 3 days to talk to someone to complete my booking. I kept being told my rep wasn't in, she was on another call, no managers were available to speak with, someone would call me back. Nobody ever called me back. FINALLY I got ahold of my assigned reservation specialist Dee (wouldn't provide last name) who informed me that my travel dates were peak season and I would be required to pay an additional $400 ($200 per package). She also informed me that my package was only good for Sandos Caracol (BAIT & SWITCH). I told her several times that the terms were not adequately disclosed and were misleading; I locked-in my dates of June 18-23 and was told no other fees would apply, and that I was also told I would be staying at Sandos Playacar. She said that wasn't the case. She also informed me I would have to take a 90 minute "tour" of the resort upon arrival.

Upon researching further, I learned this 90 minute "tour" turns into a high-pressure 4 hour timeshare pitch...most of the time they won't even give you your keys until you succumb to the pressure and attend the "tour".

I again contacted my original sales rep (Edward Baldwin) and he assured me my dates I locked into were NOT peak season and this was for Sandos Playacar. I was beyond leery at this point after everything I found online, and promptly requested a full refund, stating this was fraudulent, misrepresentation, and the terms were not properly disclosed to me. His manager got on the line and she argued with me and ended up hanging up on me.

Today I did further investigations and found that this company does business under 20-30 different names, with the former name being Travel Comm. Travel Comm "dissolved" in July, 2008, but most of the names are eerily similar to the names operated under CMBTT and the numbers are very similar as well. I believe it to be the same company, started under a different name after they were shut down. I also discovered that under Florida Statue law Seller of Travel Act ss 555.926-555-939, they violated many different points.

I called my rep Dee today, recited verbattum, several violations they were under, and asked for a refund at least 10 times. After putting me on hold for 20 minutes, her manager Julie got on the line, informed me that the package was non-refundable and I have no recourse. I told her they had violated several points under the Seller of Travel law (reciting each one), and told her I would be contacting my atty and the FL Division of Consumer Affairs, and she said "go ahead" and hung up on me.

I then proceeded to call back to request their company address, and nobody would give it to me. Phone numbers/faxes I have called are as follows: 407-362-6908; 866-961-1818; 866-961-1819; 877-714-1187; 877-708-1730. Three of the four numbers are now out of service, as well as their original website (www.sandosvacations.com)

I contact both my credit card companies to dispute. One of the CC companies had already called the merchant as of today (3/13/09 - 1 day after I filed my dispute), the the merchant told them there would be more charges coming through. I promptly cancelled my card. The other CC company told me that even though they violated Florida law, their credit card policy gives me no recourse because I signed something "agreeing" to this non-refundable scam.

To summarize, I'm out $796. I've reported the company to Florida Dept of Consumer Services and Central Florida Better Business Bureau. I called within the 30 day period (as stated under Florida Statute Law) to request a refund several times, and was denied several times.

There is NO customer service at this place. Every single person was rude, lied to me, put me on hold for 10-30 minutes, disconnected me, or otherwise hungup on me.

Lyon66
Northfield, Ohio
U.S.A.