Question: I’ve read your columns frequently over the past several years and always wondered if I’d ever need your help. Well that day has come. I need assistance in obtaining a refund from Palace Resorts. I paid $2,785 for a seven-day, all-inclusive vacation at their Aventura Spa Palace resort in Cancun, Mexico a few months ago. I had no problems whatsoever with that reservation.
But last fall, the Palace had a sale, and I was able to cancel that initial reservation and book a new reservation for a cheaper rate, saving me $278. I was told by the agent that my refund would be processed in six to eight weeks.
It didn’t happen. The credit card with which I made the original reservation was lost, so I had to send additional information to the company. Since then, I have not received any communication from anyone at Palace Resorts regarding my refund. I have sent multiple emails, and have been told each time that someone else who can help with refunds would contact me. I’ve tried everything, including contacting their public relations manager on Twitter and using “live” chat.