Eaten by bedbugs on a cruise! Is this enough compensation?

A cruise can be a terrific culinary experience, from fine dining restaurants to the midnight buffet. But customers don’t expect to be on the menu.  Read more “Eaten by bedbugs on a cruise! Is this enough compensation?”

Hey TAR Airlines, where’s my ticket refund?

TAR Airlines offers Michael Fried a refund or a generous credit after it cancels his friend’s flight. Why won’t it do what it promised? Read more “Hey TAR Airlines, where’s my ticket refund?”

I want a full refund for this Mexico vacation

Studioartz/Shutterstock
Studioartz/Shutterstock
Marnie Bute didn’t enjoy the Mexican getaway she booked through Sun Country Vacations. Actually, that may be an understatement. She hated it and she wants every penny refunded.

Normally, when someone asks for a full refund, it triggers a predictable amount of eye-rolling here in the office. It couldn’t have been that bad, we say to ourselves.

Then we read her story.

It begins with a frantic note to Sun Country on the day of Bute’s arrival at the Royal Decameron Los Cabos resort in San Jose Del Cabo.
Read more “I want a full refund for this Mexico vacation”

Help, my Mexican vacation rental pocketed my deposit!

Blue Orange/ShutterstockNancie Thomas had no reason to believe the owner of her vacation rental in Akumal, Mexico, would keep her $1,000 deposit. Her friends had rented the same house on three separate occasions, “and had a great experience each time,” she says.

Alas, the fourth time wasn’t a charm for Thomas.

Her first warning? The method of payment.

“We were surprised when the owner asked for a deposit check rather than credit card,” she recalls. “But we confirmed with our friends that they had always made the deposit by check.”

(Let me stop right here and say it: Always, always insist on paying by credit card. If Thomas had done that, we wouldn’t be having this conversation.)
Read more “Help, my Mexican vacation rental pocketed my deposit!”

Do I deserve a refund after my destination turned dangerous?

Deep blue/Shutterstock
Deep blue/Shutterstock
Diane Austin’s problem isn’t that unusual, which is why I’ve decided to write something about it. In April, she booked a $730 roundtrip ticket in April through Orbitz on American Airlines to fly to Puerto Vallarta.

The purpose of her visit? To volunteer in a school in Tepic, Mexico, for two weeks. In order to cover her fare, Austin’s 80-year-old father used money from her Alzheimer’s-stricken mother’s bank account. After all, it was for a good cause.

But the trip wasn’t meant to be. When her partner arrived in Tepic a few days ahead of her, she says the area turned suddenly unsafe.
Read more “Do I deserve a refund after my destination turned dangerous?”

Forced to buy car rental insurance that didn’t cover her

Aleksei Potov/Shutterstock
Aleksei Potov/Shutterstock
From time to time, a case comes across my desk that gets me turned upside-down, because it doesn’t make sense on so many levels. Julie Yu’s dispute with Dollar is one of them.

A few weeks ago, I shared a problem of one reader’s mandatory car rental insurance charge in Mexico. Basically, her vehicle ended up costing a lot more than she thought it would, even though she’d purchased insurance through a third party.

Turns out this happens often. But Yu experienced the same problem — with a dark twist.
Read more “Forced to buy car rental insurance that didn’t cover her”

An extra $55 for taxes on my pre-paid car rental? Seriously?

Photopixel/Shutterstock
Photopixel/Shutterstock
Question: We booked a ten-day vacation package in Cancun, Mexico through Hotels.com that included air, hotel and a rental car. Taxes were included in the price of the rental car.

When we arrived at the Hertz rental counter, we were told there was an additional tax of about $55. I paid the additional tax at checkout, expecting to be reimbursed from Hotels.com.

I’ve written two emails to Hotels.com, but both have gone unanswered. When I called the company, a representative told me the $55 charge was a “deposit” that would be returned to me. But a call to Hertz confirmed it was a tax and no refund was due.
Read more “An extra $55 for taxes on my pre-paid car rental? Seriously?”

Hey, where’s that refund on my all-inclusive vacation?

cancunQuestion: 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.
Read more “Hey, where’s that refund on my all-inclusive vacation?”

Why won’t RIU extend my hotel voucher?

Guido Akster/Shutterstock
When Dave Mootz checked into the RIU Playacar two years ago, he was greeted by trucks and construction workers where there should have been a quiet beach. The area was undergoing a much-needed beach restoration project — during his much-needed Mexico vacation.

Mootz was unhappy with the view and the incessant noise. So he complained to RIU, and after a lengthy back-and-forth, the hotel agreed to send him a two-night voucher, valid between Aug. 1, 2010 and Aug. 30, 2011. That made him a little more happy, but not by much. He’d asked for a partial refund, arguing that he couldn’t return to Mexico until 2013.
Read more “Why won’t RIU extend my hotel voucher?”