Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation #******* I used a Nexion Affilliate, ***************************** of Shells Dream Travel for a booking to **********. During this process she was unresponsive, unhelpful, and unprofessional.When we arrived at the hotel, we were given a room with two single beds, which was not was we had booked or requested. When I contacted ******* about this she essentially said it wasnt her problem or her fault.We inconvenienced ourselves by having to move rooms within 2 hours of us being there. Then, we booked an ocean view room. When we walked into the new room, the view was immediately obstructed by a gigantic tree. We couldnt see the ocean from any angle. I once again reached out to ****** who informed me that it was not her problem or her fault, that the resort had said it was ocean view, and that she wasnt going to help us any further than that. The resort offered to move us for a third time in 1-2 days of our stay, but after unpacking and settling in, it made no sense and a complete disruption to our stay to move again. ****** informed us that was our decision and that she was not going to assist us further. I simply asked for the refund between the difference between the ocean o. viewk and non ocean view. I provided ********* and a video of the view.During this entirinteraction, ******* was rude and unhelpful. Our group had roughly ***** people in it, and at least 20 were very frustrated and disappointed with the experience that ******* provided. It was very disappointing to have her handle herself in such an unprofessional and unhelpful manner along with her unwillingness to assist us, stating that since we didnt move rooms for the third time that she was unwilling to help.

  Business Response

  Date: 03/12/2024

  Thank you for the ability to reply to this complaint. ***************************** and Shells Dream Travel are users of our technology and are not employees of our company.

   

  The person who filed the complaint should be filing it under Shells Dream Travel, Not Nexion.

  Business Response

  Date: 03/12/2024

  I am confused.  What is this? 

  Did two complaint files get merged, because we have nothing to do with moving.
  

  Business Response

  Date: 03/14/2024

  Not sure where this is? 

  I got a random construction reply, when I already replied, and there has been no further answers.

   

  1.) This complain should against, ******'s Dream Travel

  2.) We checked with ****** and the hotel made multiple opportunities to make the customer happy, and the customer refused. The customer flooded her mailbox with 10+ emails.

   

  Note from Hotel:

  Dear partners
  
  First of all thank you for your email,we was reading the complaint carefully to see every point of this complaint that this customer reported at the last night:
  
  About the inconvenience of the last night, the customer reported 2 differents issues:
  The room had 2 double beds 
  The location of the room was a partial ocean view.
  
  We understand the discomfort of ****************** however yesterday he requested for today a high floor with an ocean view with a king size bed, for today we scheduled a room change for the fourth floor, however ****************** prefered stay in the same room and he cancelled the room change.
  
  Yesterday for the comfort of the customers we switched the room for one room with a king size bed to provide a better experience
  We promised to change the room today with a higher floor and king size bed.

   

   

   

  Business Response

  Date: 04/04/2024

  This Client was booked into a group contract.  The room was a Junior Suite Ocean View.  ****************************** is on the travel documents that he was sent.When the Client checked into the hotel, they gave him an Ocean View Room with 2 Double beds as that was what was available.  The Client asked to be moved to a room with King ********** ********* moved him to another Ocean View room (per hotel) and the client emailed me and sent pictures saying this is not an ocean view.   I called hotel and also called Vacation Express in destination team to see about the situation.  ********* did say the room was an Ocean View but not on a high floor as the one he had with the double beds.  

  ********* said they would move him when a higher floor became available with king.  I explained to the client that bedding is not guaranteed and the mother of the bride mentioned that some others had the same situation (as they know bedding is not guaranteed) and were fine.  

  The client sent me many emails saying he wanted a refund of the difference between an OV room and the room he had.  ********* would not give a refund as he was in an ************* room.

  The next day, the hotel went to the clients room and offered them a high Floor Ocean view room king and he refused.  I did everything I could to assist this client, but he was not understanding if the hotel does not refund, I am not able to refund.   He was in the correct room category.   I got 19 emails over 5 days with complaints that the light fixture came of the wall and he is blaming me.  He was harassing me for 1 week and I had in destination team at VE call him and he did not answer their many calls.  

  I was in contact with the Bride & Groom and Mother of the bride and they are upset of his actions.  They said the wedding group was extremely happy with me and no complaints.  They are trying to get this client to apologize as they feel he was wrong with his actions.  The Groom said he will talk to the BBB if needed.

  Customer Answer

  Date: 04/08/2024

  The use of the word harassing is very unprofessional and inappropriate, just like the overall experience the business provided. She was unreachable, unhelpful, and unaccommodating. However, harassing would indicate that she was receiving emails that she was not responding to. Unfortunately, her email responses to me were dismissive and rude. 
  

  its unfortunate that the business owner decided to involve someone else. However, there was literally nobody I spoke to that had a good experience with her. She set me up for failure and when my experience fell short of my expectations for good reason, she already had her money.

  Her business didnt reach out to me but one time. I missed the call, I asked her to have them call me again, and she refused to be helpful.