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Vacation Store of Miami Multiple domain names posing as the actual resorts. For example: http://grandoasiscancunresort.com/ Deceptive website took my money without disclosing conditions of sale. Refused refund, then offered refund with penalty in retaliation for filing a complaint with the Better Business Bureau. Miami, Florida
On May 25, 2012, I thought I was booking a hotel reservation
directly with the Grand Oasis Hotel in Cancun, Mexico. The Vacation Store, as it turns out, has
purchased a domain name that leads you to believe you are making a reservation
with the actual hotel. The website is
http://grandoasiscancunresort.com/ They have purchased many domain names that
resemble actual hotels, it turns out upon further investigation.
I proceeded to make the reservation thinking I was entitled
to all the rights and guarantees of a real hotel which have cancellation
policies of full refund up to 72 hours before arrival.
When I submitted my reservation request and Visa number,
there was never a disclosure or contractual terms displayed for me to agree to
or disagree to. I immediately received
an email from the Vacation Store confirming they received my request with still
no mention of any terms or conditions. I assumed the Vacation Store must be an
official representative of the Grand Oasis Hotel. The first email I received simply
confirms receipt of the reservation request, with no conditions of sale
disclosed. I received a second email from Eli an hour and twenty minutes later
stating that she has already charged my Visa credit card for the amount of
$1836 and that it is non-refundable! At no point did they disclose
non-refundable terms of contract until AFTER they took my money.
On May 27th, I emailed Eli formally requesting a
refund. She did not respond to my
email.
On May 29th, I called the Vacation Store directly and spoke
to four female workers. The third was
Eli, who told me I agreed to non-refundable terms, and there is no refund. I told her I did not agree to anything, but
was instead informed of non-refundable terms after they charged my credit
card.
Eli argued with me and said the best she can do is issue the
refund less $100 penalty. I asked to
speak to her supervisor. She said, the
supervisor is on a long distance call and not available. I said I would wait.
The supervisor came on and I explained that fraud was being
committed, that my credit card was charged before non-refundable terms were
disclosed. She tried to confuse me by
stating that the disclosure appeared in the first email before the card was
charged, but that is a lie, the condition of sale came after my money was
taken, in Eli's second email. She still refused to issue a full refund, and
said she would call me back.
I filed a complaint immediately with the BBB of Southeast
Florida/Caribbean. When Eli's supervisor
found out, she called me at 11:34 a.m. on 5/29 and stated "I was going to
give you the full refund, but now that you have made me mad and filed a complaint with the
BBB, I am going to charge you the $100 penalty fee."
I am still waiting for any kind of refund to post to my bank
account.
I have filed this same complaint with the FTC.
1 Updates & Rebuttals
Vacation Store Miami
Miami,Florida,
United States of America
Unjustified Report
#2REBUTTAL Owner of company
Tue, December 18, 2012
Vacation Store Miami is an Authorized Tour Operator for Oasis hotels. The client booked the reservation online on May 25 for travel June 19-25 2012. An email of the invoice was sent confirming the reservation along with company policy rules and travel insurance option. On May 27, client emailed to cancel due to illness. Client was advised full credit would be given for future travel for up to one year from date of booking. Client refused credit and was very rude and demanding, threatened to file a complaint with BBB. After several conversations, we agreed to waive cancellation penalty and give FULL refund which was done on June 6, 2012. Client still filed the complaint anyways, unfairly.
This report was very unjust and offensive for slandering the name of our Company.
Thank you very much.