ComplaintsforPrestige Travel Systems, Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Activated a travel certificate accompanied by $60 check with a promise to entitle me and a friend to spend 3 days and 2 nights at one of their locations. Have been trying since June and either the location I pick or destination isnt available. Finally a spot that I like opened up and I requested 4/1-4:3 at St. *****. Emailed and called several times and no response

  Business response

  02/16/2024

  Hello ****************! Weve received your complaint and would like to respond accordingly. First, please note the activation fee for the Getaway USA program is $50.00 and not $60.00 as mentioned in your complaint. We just want to make sure you understand this.
  
  The Getaway USA offer is a promotional travel product which provides hotel accommodations at a variety of destinations for 3 days and 2 nights. This product uses promotional availability to provide hotel accommodations for taxes only. Consequently,there are times when certain locations may not be available. For example,******* during spring break season can be challenging to fulfill. Regardless,we make every effort to get you to the destination youve requested, but if the promotional inventory allotment has been fully utilized, is limited, or doesnt exist, then unfortunately the only option we have is to ask you to request a new date/destination. We certainly understand the frustration you may have. We encourage travelers to use traditional travel methods if they do not have the flexibility to use a promotional travel product like Getaway USA. If you do have that flexibility, it is an excellent value.
  
  As it relates to your current situation, we see that you have since spoken with a representative and we do have your request for **************, ** for 4/1 to 4/3 in our system. Please note ******* (your travel advisor) was out of the office from 2/9 to 2/12 which is why you did not immediately receive an email response. Even with your travel advisor out of the office, the phones were fully staffed, and an agent could have assisted you prior to ******** return on 2/13/24. You did state you called us several times;however, weve reviewed our voice mailbox system and the last voice message we have from you is from September 2023. Can you please let us know what number you called and the time of the calls? We take immense pride in assuring each and every customer is responded to and completely satisfied with the products and services we offer.

  We apologize if you feel your experience thus far has not hit the ***** We will continue to improve our processes and look forward to continuing to assist you with your travel plans. Also, please note that you are now authorized to request a full refund of your $50.00 deposit prior to any booking confirmation or within 30 days after travel. We genuinely appreciate the opportunity to serve you. Please let us know if there is anything else we can do in the meantime. Thank you!

  Customer response

  03/04/2024

  However Gateway still drags their feet and their response timing is horrible. To this day have not been able to redeem offer and they asked me to give it another 2 weeks 

  Please keep complaint open until such time to see if they deliver.

  Business response

  03/05/2024

  ******************************************

• Initial Complaint

  07/07/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Shady business through and through. Misleading communications about the quality of the resorts promised. Once I had realized I had been misled, the company was unwilling to reverse transaction made within 30 minutes.

  Business response

  08/06/2021

  Business Response /* (1000, 5, 2021/07/17) */ We take all complaints and concerns very seriously. After receiving this complaint and looking into our records we show the following communications regarding your promotional offer: Promotion Activation March 22, 2021 - Client signature acknowledgement for promotion terms and conditions received at this time. Instructions for booking sent to client. After receiving client's choice of date and destination, resort options including pricing, detailed descriptions and resort names was sent on June 17th. This email also included a link to TripAdvisor.com for client to view resort reviews for the options presented. Authorization received from client with resort choice, reservation booked, and confirmation sent on June 21st. Client called to inquire about cancellation or change of name on June 30th. Client was advised that, per offer and resort terms as signed and agreed to, the reservation was non-refundable. A credit towards future booking for cancellations may be applicable but the reservation is non-refundable. We provided the contact number directly to inquire about the name change. We received no further contact until receiving this complaint. We apologize that this program did not meet your expectations. We understand that promotional travel may not be for everyone which is why we specifically require that all clients fully review and agree to the terms and conditions prior to submitting a deposit or payment. Additionally, we have put great effort into ensuring these terms and conditions are concise, easy to understand and customer friendly.

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