ComplaintsforMichelle's Destinations Unlimited, LLC

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My ******* booked a trip to ******** & a trip to *******, through Michelles Destinations. The travel agency also booked and I paid for hotels, castle stay, rental car, Heritage Pass, airfare to ******** from OKC, from ******** to ******, *******, & from ****** back to OKC, using two airlines. We booked B&Bs for our ******* stay. We also purchased multiple extra excursions/tickets, etc. All were booked through Michelles Destinations. We purchased Cancel For Any Reason trip insurance as well. Everything was paid for in full prior to our departure date. We unfortunately had to cancel/postpone our trip the day before our departure. The travel agency, ************** refused to help at all. They have refused our requests for refunds or help obtaining vouchers. The owner was rude & actually told me that they had clients whose trips were going to make them money & since ours was cancelled, she didnt have time to deal with it.. She only provided a phone number to call to the insurance company which has refused to help. We are out around $5,000. This is not only frustrating, but they have kept all the funds which I paid in cash. I have receipts for everything. Nothing was used. The trip to ******* was cancelled five days prior to arrival, yet we got no money back whatsoever & no help obtaining vouchers for future travel. This travel agency took our money & refused to help us get a refund, even with our insurance. We want our money back.

  

  Business response

  04/02/2024

  Thank you for taking the time to share your feedback on the BBB platform. We sincerely appreciate all forms of input as they help us continually improve our services.
  Upon reviewing your comments, we want to express our genuine concern regarding your experience. We truly value your business and regret any dissatisfaction you may have encountered.
  It's disheartening to learn that you were left with a negative impression after your interaction with us over two years ago. We pride ourselves on providing exceptional service and ensuring our clients are satisfied with their experiences. Your feedback serves as a reminder of the importance of consistently delivering on our promises.
  We would like to take this opportunity to reiterate that we went above and beyond to address your concerns at the time. Our team remains committed to resolving any outstanding issues and ensuring your satisfaction to the best of our ability. I have notes showing the cancel was processed by us and that the insurance information was sent to you very quickly. We have over 45 emails back and forth along with hours of time on calls to assist you with this booking and the cancel after. We actually only get paid once a client actually travels, as you are aware since you worked here briefly a few years ago. When a client cancels it is no longer in our hands but the hands of the travel insurance. Although I am sure this is not the outcome you want, the blame should not fall on our business as we did every single thing we could to help with your trip the trips you had with us before and the info you would need filing your cliam. . Please reach out to the insurance company and see if they will reopen your claim from September of 2022. 

   

  Owner

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

  ********'s Destinations

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  the response is a type of form letter & is completely untrue.  First, our planned trip was less than ONE YEAR AGO.  Second ******* & the agent, ******* did NOTHING to help us except give ** a phone Numer to call.  We used NONE of this trip & they did nothing to help ** get even one cent of our money back.  I called the rental car company myself, I contacted the B&B company & was told that since nothing was used, I should be refunded because they did not get paid either.  I paid everything with cash & have all my receipts as well as every e-mail sent. Our trip to Ireland was cancelled days prior to arrival.  This is absolutely unacceptable and I want my money back.  It was paid in full to Michelles Destination.
  
  Sincerely,
  
  *********************

  

  Business response

  04/04/2024

  *****, still not a agency issue. This is an insurance issue. I am sorry you had to cancel. 

  I have emails showing the day before, in fact you were already checked in for your flight. When we received the email. We honestly do hate this and whether or not you care for this comment either, I am not responsible for you not getting approval from the insurance. 

  I will not be responding to anymore of these, we pride ourselves on customer service but sometimes we simply cannot make a client happy no matter how hard we try. 

   

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

   

   

   

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  First of all, this trip was planned for a departure of less than 1year agonot more than 2 years ago.  Second, ****** & no one else, including the agent who handled the bookings, reservations, & purchase of our Cancel For ******************** helped us at all once we had to cancel.  We paid cash to Michelles travel agency, were unable to use any of the trip, & did not receive any help as requested & have not been refunded one cent.  We never used our airfare on two airlines. We never used the hotel, the B&Bs, the rental car, or any of the other things paid for.  We asked for help & were given a phone number.  That is all.  I ********** contacted the airlines, who said the travel agency would have to handle getting us air travel for a future date, and they did not.  I personally contacted the B&B who said since we never used any of our reservations, we should be given a refund.  I contacted the car rental company & was told the same.  When we contacted the insurance company, they said they dont sell that type of insurance.  We were charged for it by Michelles & were given a receipt showing we had Cancel For *********************  We want a refund.  None of our bookings were used.  Who has our money?
  
  Sincerely,
  
  *********************

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