Business ProfileforElite Travel Inc

Absolutely horrible. If I could give negative stars, I would. First time dealing with this agency and never again. Originally booked a cruise to ****** with a plane plus hotel reservation for the day before. Got the itinerary and saw that everything was wrong. Wrong hotel, wrong cabin type on the ship, plane ticket 2 1/2 times what I could see on Skyscanner for those dates. Sent e-mails and repeatedly called for 2 weeks with no answer from the agent. Finally contacted another agent and was told my agent was "out of the office indefinitely" and apparently nobody had been assigned my travel portfolio. I explained all the mistakes and the new agent said she'd fix them all, no worries. A week went by and still no updated itinerary so I talked to the owner, who said not to worry that they usually wait 2 weeks before the cruise to have clients come into the office and make sure everything was correct. Two weeks???? Had I waited until just two weeks before my trip, how well would they have been able to switch hotels, switch plane tickets, AND get the right ship room?? I was livid and said just cancel everything, going straight to the cruise line and get it done right. She kept my deposit saying that it was in the contract. So not only was I abandoned completely by one agent, ignored by the second agent, then told they wouldn't double-check accuracy until two weeks before the cruise BUT then they took my money. She could've at least said "sorry our agents dropped the ball so many times, leaving you feel that you couldn't trust us enough to stay our client, we'll make an exception and return the deposit and hope you'll give us a second chance in the future." BOOM! That *** have removed the nasty taste in my mouth for how I was treated and actually given them a second chance in the future. Never again.

We don't have a complete name to respond to this. I can however state all of our calls are recorded for quality assurance and training. With a name we are happy to go back and review all calls. Our staff does a complete recap of names, dates times of all orders at time of purchase. We then email and send out all orders within 24 hours and require our guests to sign off the orders are correct. If they don't respond to reviewing orders within the proper time frame, it does limit the remedy we can offer. Also we work as a team so if a client calls in there are staff on duty 7 days a week to answer any questions or calls. There would not be any situation where a guest would not get serviced calling in. Also I am the owner of the company and I have never spoken to anyone about a situation like this. The two week meeting this guest is talking about is our final document walk through. We are not given documents by cruise lines and other vendors until 2 weeks before departure to make sure the most accurate information is available. We are not checking to see if the order is accurate at 2 weeks, this was already done at time of payment, recap and the order being given in writing at time of purchase. The two weeks is us inviting our guests to come in or call in for a complete walk through of their trip, provide them with Bon Voyage gifts from the agency and review things like insider tips, packing advice and to answer any last minute questions. I feel confident any team member most seasoned with 10 to 14 years experience and the management team would do everything in their power to answer a client concern. We get hundreds of positive reviews and feed back and call and welcome every guest after their trip, however, there are rare occasions when we get an out of the ordinary situation like this, without the name we can't really comment further. I