Holiday Systems International HSI Travel Las Vegas, Nevada
I'll start by stating I have tried to resolve this via email and phone. We have talked about visiting Vancouver for years but between work and a new baby we have continually put it off. We decided with the baby at 9 months we should finally use HSI and set something up, sounds easy enough. However, through the process my wife was told that Vancouver island is more
popular and only 10 minutes away via ferry. While I can't speak on the popularity its not what we wanted, or asked for and my wife was convinced by the rep that it would be a better choice. She was under the impression that she had two days to decide and called me. I googled and found that while beautiful it isn't what we are looking for and a long drive/cab then ferry isn't my idea of relaxing with a one year old. She called back and was told that she had already committed to the vacation
and she couldn't change it or move it and that we had two days to pay otherwise our contract would be cancelled. She told me this and I went through the roof. She's called in three times and we emailed them as well asking for a better resolution instead of just being stuck. The phone response was we are basically screwed, and no response from the email. The end result is this.
We are scheduled for a vacation that we don't want, my wife is crying because she feels like we were duped and "just wants to get it over with" which is not the proper mindset for a vacation. We have a bunch of "weeks" with them from a paid off time
share and my desire to use them is less than zero. I know customer service has declined in general over the years but it is sad to see that companies have to stoop to trickery to get business, followed by threats and strong-arm tactics. This will be the first and last vacation we take with HSI and we will not be renewing with them, and I am posting this review in every possible forum until I hear a response to my concerns.
1 Updates & Rebuttals
will
San Jose,California,
USA
Positive Outcome
#2Author of original report
Thu, January 24, 2013
After posting to the Ripoff Report I received a call from HSI. The person was polite, professional and made me believe that she wanted to get to the bottom of the issue. She asked for some account info and said she would call back. I'll admit my expectations based on earlier calls from my wife were very low.
I was pleasantly surprised when not only did I receive the call back but the tenor of the call was all about resolving the issue and reestablishing my confidence in the company. After explaining that our first interaction a few years ago was very positive we were taken aback at the significant drop in service that we received this time around. When I finished my explanation the HSI agent apologized for the experience and explained that not only was this not the norm but was not acceptable for HSI. She then explained that the whole mess would be cleared up and that we would be getting a call to help us locate a vacation destination in line with what we were looking for. This interaction was above and beyond my expectations for any potential resolution, and the HSI agent I spoke with was outstanding.
We are happy and confident in HSI as a company and will be using them to set up a vacation soon. Most importantly my wife who was devastated by the first call was all smiles and happy with the outcome, and happy wife is happy life.
I was so pleased with the outcome that I attempted to remove the original report only to find out that it isn't possible even with my login which I find very odd. Maybe with this verification Ripoff Report should reevaluate their policies.