Complaint I have made at least 5 requests for my refund of $200 for a cruise that they canceled. No response and no refund. We booked a cruise with a $700 deposit. $500 to Royal and $200 to Luxury cruise. 2 days after final payment was to have been paid Dan told me that the cruise had been canceled but he managed to rebook the same room but had to pay the total with my credit card. I was to get a refund of the first deposit of $700. I did receive $500 from Royal but have been waiting for over a month for Forest Travel/Luxury cruise to refund the remaining $200. I was also told that I would have an additional $100 OnBoardCredit from Luxury Cruise on my ship account. However my cruise documents only show the OBC credit from Royal and no credit from Luxury. Dan stated it would be applied when we checked in but I am now in doubt of that.
Desired Settlement I want my credit card credited for the $200 refund and $100 credit that I can use on our cruise. Or a Credit to show now on my Cruise account for the $100 OBC.
Business Response Contact Name and Title: ***** ********** **** *** Contact Phone: XXXXXXXXXX ext 173 Contact Email: ****************@luxurycruiseconnections.com 4/16/2015
To:BBB of Southeast Florida & the Caribbean From:***** Fredericks Vice President of Sales Luxury Cruise Connections-Forest Travel¬¬ Inc. Regarding case# XXXXXXXX
To whom it may concern,
My name is ***** Fredericks Vice President of Sales of Luxury Cruise Connections a Division of Forest Travel Inc. I am sorry for the late response to this letter but I received this letter late today,
The client ******* ***** credit card was refunded by our company 3/17/2015. It usually takes 7 to 21 days for the refund transaction to show on a client's credit card. This is not our policy but standard practices between banking institutions. By now, Mrs. ***** should see the credit on her credit card account. Please have her verify this for us. If anyone needs anything else in regards to this matter please have them reach out to me directly XXX-XXX-XXXX EXT 173
***** Fredericks ***** Fredericks VP Sales Luxury Cruise Connections Ph: XXX-XXX-XXXX x173 T: X-XXX-XXX-XXXX x173 F: XXX-XXX-XXXX 2440 NE Miami Gardens Dr. Ste 107, N. Miami Beach, FL. XXXXX
Consumer Response I have received my refund. I am satisfied with this and the case can be closed.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southeast Florida and the Caribbean. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including text of consumer complaints and business responses in BBB Business Reviews on July 1, 2013 for complaints filed on that date and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.