Chartered services for corporate event at set contracted rate or terms. Charter was not private and company overcharged.
Communication between ****** *********, HYLA U.S. and ******* ********, Director of Sales for Anticipation Yacht Charters. Details of the terms were clearly discussed and contracted Riverfront sightseeing cruise for our HYLA corporate event at 5pm on Monday, October 14, 2013, for 30 guests to include unlimited soft drinks for a flat rate of $900. Ms. Gonzalez stated that since the company did not have a 5pm cruise on that Monday, they would "have one only for our group". (Supported by email thread & agreement) Contract signed September 17, 2013. Just days before the cruise, they attempted to reschedule our cruise due to 'bridge issues' and then apologized for the embarrassing miscommunication between Ms. ******** and the captain! On day of the cruise, we learned that the actual vessel was changed and there were other passengers aboard that stated they only paid $23, which is the rate for regular non-charters. President of the company was very embarrassed in front of clients since he expressed it was an exclusive HYLA cruise with drinks! Our guests also were charged for soft drinks. I communicated repeatedly about the breach of contract and nothing has been done by anyone in the company. Their demeanor was and still is entirely unprofessional moreover unethical since they did not adhere to the terms of the agreement. We were willing to settle for the difference but they have not finalized issuing a credit as promised.
Company has not finalized issuing a credit as promised, which is the least they can due.
Contact Name and Title: james campbell
Contact Phone: XXX XXX XXXX
Contact Email: *********@yahoo.com
Hello Ms *********,
I am sorry you were disappointed with your cruise .I have reviewed your file and spoken to all concerned and unfortunately I cannot agree with youwe did adhere to the terms agreed upon.
The cruise you booked was not a private cruise or charter this is verified by your group rate booking agreement which you signed and which is different to a boat buy out or charter agreement , as ******* explained to you we would not normally do a 5 pm cruise on the day in question this was due to bridge restrictions ,however because you wanted a cruise for 30 people we considered it worth doing because we could also take some other guests who would also pay the $23 per person as you did, your group your rate was $23 per person for the boat ride and $7 per person for unlimited soft drinks for a total of $30 per person.
Accordingly we used one of our up graded vessels which did not have to pass through the bridge and require an opening .
Furthurmore had we agreed to a boat buy out or a private sight seeing cruise or a charter then the rate would have been $1500.00 ,plus beverages which would have been $50 per person, plus $7 for unlimited soft drink beverages making a total of $57 per person.
As you know some of your guests approached the bar and ordered soft drink beverages they did not mention that they were with HYLA and this resulted in them being charged for their beverages at $2 per soda, when you called and brought this to our attention we immediately agreed to refund this amount which we believe to be around $24 ,you told ******* that you needed to speak with your boss about it and you would get back to us ,we have not heard back from you or your boss until to-day when we received this complaint letter through the BBB.
Please let us know how many guests you think paid for sodas and we will proceed promptly to credit your account .Please feel free to call me directly .
Sincerely ***** ******** .
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
MR. ********, WE HOPE YOU'RE COMPETENT ENOUGH TO RESOLVE THIS MATTER NOW SINCE IT'S THE FIRST TIME THAT YOU'RE INVOLVED.
BE PROFESSIONAL, READ EMAILS & FOLLOW-UP ACCORDINGLY TO FINALIZE! HOW CONTRADICTING THAT REGULAR PASSENGERS PAY $23 BUT GROUP RATE IS THE SAME? WE WILL NOT CONTINUE TO DISPUTE THAT MATTER. LET'S PUT CLOSURE TO WHAT WE HAVE REPEATEDLY REQUESTED FROM YOU AT THE VERY LEAST TO CREDIT THE DIFFERENCE OF OVERPAYMENT FOR ALL GUESTS SINCE DRINKS ARE IRRELEVANT AT THIS POINT MOREOVER PAID!!
$30 CHARGED - $23 = $7 OVERPAID X 30 GUESTS
HOW MUCH LONGER MUST THIS GO ON??? YOU'RE TIMELY ATTENTION TO THIS MATTER IS GREATLY APPRECIATED~
Final Business Response
To Whom It May Concern,
The customer was credited back the difference to her credit card for her transaction. This Complaint has been resolved.
If you have any questions please feel free to contact us.