Complaint Review: GoGo Worldwide Vacations

We have returned from our honeymoon at Occidental Punta Cana Dominican Republic and want to report that we had numerous problems. We are very disappointed and spent many hours with staff and management at the Occidental trying to get the services to which we were entitled and for which we paid.

Even though we paid extra for "a grand romance deluxe room" we were given a standard room. When we checked in, the floor was flooded with water and the air conditioner did not work. There was no* Bottle of champagne* Strawberry covered with chocolate* One hour massage in room per couple* First morning breakfast in bed* Romantic dinner* Turn down service* 10% discount on spa treatmentsWe asked, then begged, then demanded they fix the A/C or move us and finally, after 10 PM the technician spent 15 minutes replacing a capacitor and the A/C worked.When I asked to speak to the GoGo representative, I was given the run around. A man named Joel P was supposed to be in the lobby as your representative. I went to his desk 6 or 8 times and he was never there. He just left or would be back later. They would tell me he will be here at 11 AM tomorrow, I would show up at 11:30 and he hadn't arrived yet, "come back at 3 PM. I would come back at 3 PM and, "He just left. He will be here at 11 tomorrow". I am not sure there was a real person named Joel P.

Overall, I spent over 12 hours trying to get things fixed or receive services we had paid for. A "sort of Manager" named Alex helped us get the A/C fixed and promised us 2 free massages for our trouble but when we tried to collect, Alex was not there and nobody knew nothing. We finally talked to an "assistant manager" named Chris. He was very nice and understanding and told us he would get us a refund for some of our stay and arrange for us to come back for 7 days all expenses paid. Sounded good but the next day Chris informed us that the "general manager" would not allow the 7 days all expenses paid but did give us a letter saying that GoGo tours would give us 2 days refund. I argued that they should give us the refund but he insisted that our travel agent had the money and would give us the refund.

I am attaching the letter and hope you will honor it and refund us for 2 of the 5 nights we paid for. I really think the refund should be greater considering the extra money I paid for the "Grand Romance Deluxe Room" and the massages, breakfast in bed champagne etc. but if we get $312 refund it will be better than nothing. ($780 for 5 nights = $156/night * 2 nights = $312).

This is the letter I sent to Karen Kennedy at GoGo December 15, 2011 and she has not yet responded. I have sent other emails to the company and waited on hold 2 times for over 15 minutes but cannot get anyone.