Complaint Review: Ramada Plaza Resorts

Like so many others on this website, I too fell for the "Ramada Plaza Resort" Scam. I received a Travel Voucher for $1,600.00 in the mail so that I could go on their "Gold Key" trip which included... 2 nights in Orlando, 3 nights in Ft Lauderdale, and the 2 night cruise, 7 day car rental. Because we were from Canada, we also received all meals for free. We also got the Puerto Vallarta and Las Vegas Bonus Trips for calling the toll free number.

On June 2, 2004 I called the number and spoke with "Angel" who was very nice and did her best to be persuasive anytime we started to hesitate. I even asked if the trip was refundable and the answer was "I don't want to sell you the package if you are going to cancel. Besides, no one cancels their trips with us." We did eventually decide to say yes to the trip and I gave her my credit card number - my first mistake. My second mistake was telling "Rose" from the Shipping Dept that sure, I would take the "Free Package for a Friend or Family Member."

While on with "Rose", I once again asked about it being refundable, she said that it was outlined in the package that was being sent. (Which said 10 days to return the package to receive a refund).

So we wait for the package to arrive and when it eventually gets here, we read it over, watch the video and are fairly excited except for the cost. While on the phone with "Angel and Rose" I did not realize that it was $698 for each person. So, thinking that 1400 plus the 1600 voucher, this was a really expensive vacation, and I decided to look on the internet. I wish I had of done that before I ever called.

So we started discussing the possibility of cancelling the trip. I checked my Visa to make sure that it had been charged and then I was going to call and make sure that no further charges could be put through on it... low and behold, there was already a second charge that I hadn't authorized. A charge for $21 USD was also on with the $698.

I decided to use the unauthorized charge as my main reason to get out of the trip - if I needed an excuse. I had also found on the internet that the Florida Sellers of Travel Act states that consumers can cancel a VACATION CERTIFICATE within 30 days of purchase as long as they return the certificate. (Also, certificates are only valid for 18 months maximum but we were given a special "extension" for 36 months).

With all my arguments wrote down, I started the process of calling and demanding a refund. I first called the number on my original voucher - 1-800-858-1788. I told "Natasha" that I wanted to cancel my trip and she laughed. Then she asked why. I told her that there was an unauthorized charge to my Visa which she said was impossible. I told her it was for $21 and she said it was the Free Gift. She told me that I had to hold for a manager. Then she came back and said no one was available, I should call Customer Service at 1-800-203-9783. I was on the phone for 4 minutes total.

Note: Apparently the "free gift" was free for you to give away for a friend or family member - it was not a free gift to you and I would never have purchased it otherwise. So then I called Customer Service and spoke with "Doug". Guess what? They couldn't find my reference number. So between my phone number and last name, they figured it out. Doug switched me to someone else as soon as he heard that I wanted a refund. That person switched me too.

About 10 minutes later, I finally get to "Henry". Henry was great. Persistantly trying to get me to change my mind, but still gave me the refund. He kept asking me questions like why I wanted to get a refund. I told him because I didn't want to take the trip anymore, that there was a unauthorized charge to my Visa, etc. He wanted to know if I had looked at their website. I said no. Had I looked elsewhere? Yes. Had I seen any negative publicity? My reply - there was A LOT of that!.

Then he offered me 100% refund AFTER I travel. He wanted to know if my travel companion felt the same way. Then he told me that it is a small percentage of customers that are on the internet complaining, that they aren't a scam, that it is a legit company. He also kept asking me if I was ever going to go on vacation again - so you just aren't going to go anywhere from now on... I just kept telling him I wanted my money back.

Then he put me on hold again. He came back and was willing to upgrade me to a Carnival Cruise for 4 days, 3 nights at no extra charge. I just kept saying no, I want my money back. Put on Hold again...

But guess what? When he came back on the line, he said I would get my refund. I made sure that it was for both packages, in USD, and he gave me a cancellation number. At the last minute, I asked if I needed to return the packages. He said yes.

(According to the package it had to be sent back in order to get the refund, as did the Florida Sellers of Travel Act). I was on the phone for 28 minutes in total. I mailed the packages back with a letter outlining my cancellation number, who had given it to me, etc (cost me $15 Canadian) and then patiently waited. I got my 2 postcards and then finally, the refund to my Visa on June 23.

OOPS. Not quite... $698 USD was $975.68 at the beginning of June but by the end of June, the exchange rate had changed enough that I was only refunded $927.41. The same with the "free gift" was $21 USD, or 29.36 Canadian, but I got back $27.90.

So then I called my VISA customer service number and complained that it was a travel scam, had worked to get my money back and then they were keeping some of it... they have already adjusted my bill so I got the $48 difference in exchange rate.

So, my advice - just hang in there, be patient, keep saying no... Don't be rude - just be straight forward and demand to have your money back.

Laura
London, Ontario
Canada

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