holiday sands international
Complaint 357142 Details

I purchased a package on 10/18/16 for 33 vacations. Two of them being land vacations, and one being a cruise. With tax I paid $950.86. The package was suppose to be for 2 adults and 2 children under the age of 12. At the time of purchase, I spoke to a representative by the name of MANNY (800)982-7431. I told him that my girls were grown, one of them being 17 and the other 31. I asked if I could get an additional room for them, and what would the cost be. He stated it would be $100 usd per daughter. But that part of the package could be paid at the resort upon arrival. We were also made aware that there would be an additional $99 usd resort fee per person upon arrival. Ok I get that. I was then told that my representative that would be of service to me would be ORLANDO RECIO. I have had multiple phone messages left for him to return my call to let him know that the resort is trying to collect and $860 extra room fee for the girls. This was totally misleading. Orlando has been horrible about returning calls. He finally called back on 1/6/17. He Apologized, but did not offer to have the resort BelAir XPU HA in Riviera, take down there charges to the $200 that we had been quoted. He instead told me that he has no control over the resort charges. I told him that between Manny and himself, they had TOTALLY misled us. He stated that for the inconvenience that I had experienced, he would add an additional 6 day 5 night stay, to a place of my choice. He stated that he would send me an email confirmation of this promise. Nothing has ever arrived. Now upon arrival to this resort on 2/15/17, I will have not the $200 room fee as quoted, but instead $1140 (that is for $99 pp resort fee, and $860 extra room fee). What a crock! I have been dealing with this headache for 3 months now. The customer service is HORRIBLE!! I cannot say much about the resort in Riviera Maya, as I have not been to it as of yet.