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Complaint Details
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Initial Complaint
02/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I planned a trip with Enchanted Ladies Cruises and Tours for 11/26-30/2022. I asked the travel consultant, ******************************* to travel with us to provide customer service to my guests and me. In return, I gave her my complimentary room. Since she failed to provide the service and stick to our agreement, on 12/2/2022 via email and a telephone conversation I requested the value of the complimentary room ($1700) which was my form of payment for her services. On 1/6/23, ********************* responding stating she had reached out to the vendor. On 1/9/2023, I responded stating my agreement was not with the vendor, it was with Enchanted Ladies Cruises and Tours. Since then, she has ignored my emails, my call, and the certified letter I sent that was delivered. In addition, Enchanted Ladies Cruises and Tours does not have a registered business license in the State of IL. Please see my uploaded supporting documentation.
Business response
02/28/2023
Dr. ****************,
Thank you for your patience and allowing Enchanted Ladies Cruises and Tours (ELCT) to review your concerns and contact the Royalton Resort. ELCT understands that you and your guest had an unpleasant experience during your stay at the Royalton Resort. As state before, it is never our intent to recommend a property that would not satisfy our clients expectations. The Royalton not only failed you and your guest, but it also failed ELCT. While we disagree with some of your characterizations of the trip, specifically, the direct services provided by ELCT, we are willing to compromise and address some of your requests.
Apology: ELCT believes that we extended ourselves to the group to the best of our abilities and we apologize that you and/or your guest felt our services did not meet your expectations.
Refund/gift card: ELCT is unable to offer a refund or gift card to guest who may have received a signal bed instead of two beds. ELCT does not control room assignments. We can only make room type request, which was properly done. During the trip, ELCT was only made aware of one room that had a single bed instead of two beds. For the room the Royalton provided an alternative sleeping arrangement. ELCT followed up with the guest(s) in that room and they did not express further concerns and/or dissatisfaction. As stated before, ELCT contacted the Royalton and expressed our disappointment with the property and misrepresentations provided by ******** staff. On January 10, 2023, the Royalton contacted ELCT denied my request for any compensation to your group.
Complimentary Room: ELCT does not agree with your statements regarding the lack of customer service. As stated above, we extended ourselves to the best of our abilities. This included, but was not limited to: 1) providing directions to transportation; 2) waiting with guest at the airport who did not pick up their bags from customs upon arrival; 3) working with the Royalton to ensure the new location for your private birthday dinner was appropriately setup; 4) providing direction to the new restaurant for your birthday dinner; 5) requesting better entertainment at the sports bar; and 6) speaking to the Royalton regarding known concerns. As a result of ELCTs advocating on your behalf, the Royalton offered you a free three-night stay at the Royalton (you declined this offer). ELTC spent an exorbitant amount of time speaking to the Royalton staff on your behalf trying to rectify mishaps that Royalton caused. Notwithstanding the above, to compromise, ELTC is willing to offer you $800.00, which is slightly more half of the value of the complimentary room. (The base room price for double occupancy for your trip was $1,595.56)
Please advise if you accept the $800.00.
Kindest Regards,
*******************************
V.P of Operations/Travel ConsultantCustomer response
03/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. Although I do not agree with all claims made within ELTC's response, I will accept the offer. Thanks for your assistance with getting this resolved.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.