Question: I booked a trip a few weeks back to Regent Palms in the Turks and Caicos through a website called SniqueAway. It didn’t allow for any refunds or changes. The booking appears to be made through a company called Classic Vacations. Continue reading…
Question: My family of four flew from Chicago to Salt Lake City on American Airlines during spring break. About a half-hour into our outbound flight, we were told that the landing gear did not come up and that we had to return to O’Hare. Continue reading…
If you want to save a little money on your next SeaWorld vacation, booking it all in the same place might be a good move. That’s what Jim Strasbaugh thought when he found a two-day package at SeaWorld Orlando through SeaWorld Vacations.
Answer: When an airline changes its schedule, you’re entitled to either a refund or a flight of its choosing, under its contract. But when you’ve bought a package vacation, it’s not that simple. There are hotel rooms and activities to take into consideration. Apple’s $50 offer was reasonable but too restrictive, because it required you to buy another trip. Continue reading…
Answer: If Marriott promised you a refund, then you should have received one. I’m not convinced it ever offered one, though.
When you called the hotel to cancel, and it passed you along to Marriott Vacations, someone should have advised you that your hotel room was nonrefundable. So are your airline tickets. Here are Marriott’s terms and conditions.
It’s possible that someone decided to make an exception because of your son’s health, but simply referring you to the refunds department at Marriott Vacations doesn’t mean your refund is a sure thing. (I’m not going to get into the politics of whether this was a Marriott booking or a Marriott Vacations booking, which technically is handled by a third party. As far as you’re concerned, the buck stops with Marriott; and I would agree.)
Marriott Vacations should have recommended travel insurance, particularly since you have a child with special needs. You could have made a claim and received a full refund from your insurance company. At the time I worked on this case, the only mention of insurance on its site was in its terms: “We recommend that you contact an independent insurance carrier to protect your travel investment.”
I hope the representative you spoke with also told you about insurance.
You also spent a lot of time on the phone when you probably would have been better off writing to Marriott with your request. A brief, polite email sent through its main site would have started you down the right road — not to mention saved you lots of time. An email allows you to succinctly state your case and it is easily forwarded to a manager, if your request is rejected the first time.
It was generous of Marriott to offer a full refund of your vacation, but it would have been even more generous if it had actually issued the refund to you. I contacted the company on your behalf. A representative contacted you, apologized for the delay and refunded $1,041 to your Visa card.