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:12/27/2022

  Type:Billing 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.

  My fiancé and I booked our honeymoon to Montego Bay Jamaica **** ****** ******* resort for may 2023 on Dec 18th 2022. We booked room and flights for $5, 225.99. Our first deposit was $1,453.52. The flights that we booked were through *****. On December 21st we found out that Jamaica is under a travel warning for US travelers because they are being targeted for violent crimes and I called to cancel our reservation. My confirmation email said that we had up until may 11th 2023 to cancel. It also said that for my flights, we were eligible for a flight credit. I spoke with many customer service reps but because of langue barriers had a hard time understanding. I called again and spoke with Valentina V********* and she informed me that we would be getting back $193.68 in refunds from the resort and that $1,153 would be given in the form of an Ecredit for *****. Because of this information I cancelled our trip. THEN THE NEXT DAY after the trip has been canceled, AMR collection calls me back to inform me that they will NOT give me the flight ecredit, that Valentina was wrong, and that they will be keeping over $1200 of the deposit that I put down. They refused to rebook my stay or provide the credit. I called again to talk to them about this and I spoke with a supervisor who's name is Natalia and she HUNG UP on me. Told me that it was too bad that it wasn't their fault even though their employee provided the wrong information to me which lead to me cancelling our trip. I reached out to ***** and they gave me the Ecredit numbers then told me that AMR has full control over them. In other words, AMR took over $1200 of my money when I cancelled within the cancellation date, refused to rebook my trip, gave the wrong information then blamed it on me, AND the supervisor hungup on me. This is the worst company I have ever dealt with and will never be booking with them again.

  Business Response

  Date: 01/04/2023

  Thank you for contacting us regarding this complaint for ***********************; Complaint: ********

  
  **************** has been refunded in full less the $45.00 per person cancel fee. $1363.52

  Please consider this matter settled.

  Charlotte ** W************
  Customer Care Specialist

  Customer Answer

  Date: 01/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On December 23rd, 2022 our flight from St. Louis, MO to Montego Bay, Jamaica was canceled. Upset and downtrodden we made the calls to cancel our reservations for flights and hotel. The airline was no issue - however AMR LLC/ Secrete refused to refund the nearly $6,000 dollars we spent for our trip that we no longer can go on through no fault of our own. 6000 dollars is a lot of money for a middle class working family that this giant corporation does not need. Refund us.

  Business Response

  Date: 12/30/2022

  Good day, 

  We would like to assist but would need the confirmation number to locate the reservation. 

  Best regards, 

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

  Manager, Customer Care

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  We stayed at ******** back in September and decided to do their membership, but then we decided to cancel because they lied and said it was not a timeshare when it really is. Now this comps is trying to charge my card multiple times a day. When people call and say they do not want your subscription and to cancel. They somehow got my new card information which I am sure is against the law because I never gave you my card. Luckily my bank has the transaction history of when this company has tried to use my card. Here is a clear message we do not want a membership with you guys. We want to cancel. If you continue to try to charge my card I will be seeking a lawsuit.

• Initial Complaint

  Date:12/15/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  In October of 2022 I booked a family vacation directly through AMR for myself and my family, as a gift to my family. I purchased "travel credit" insurance to protect myself. After booking the vacation, members of the group found out they were not able to go. I contacted AMR to cancel that portion of the vacation. I was expecting to receive a credit for the portion of the vacation that I had to cancel. AMR issued a credit in the names of the individuals that couldn't travel. I explained to their rep that I, and I alone, was paying for this trip and that I wanted to use the credit from the cancelled portion to pay the final balance on another part of the trip. I was told that this is not possible and that the travel protection paid for by me, on a trip (also paid for by me with my credit card) is required to go to the individuals not traveling. Further, I found out that if I had not paid for the travel insurance, under their policy, I would have been reimbursed for the majority of the cancelled portion. But, that since I did pay extra for the travel insurance, the "credit" will expire worthless. As this will not be resolved prior to the trip that I could have used it on, I request a refund of the $5051.01 that should have been credited to me for the travel protection I purchased. Please note, it is my email they sent the "credit" paperwork to after I cancelled.

  Business Response

  Date: 12/20/2022

  Thank you for contacting us regarding this complaint for ***************************; Complaint: ********
  
  We have requested approval to transfer the travel credits for *************************** $2,525.50 and ********************* ******** for their cancelled reservation #******DB to **.********* ’s name. Since he paid for his companions reservation and they have provided authorization including a legal photo identification for both, a one-time exception is being made. 
  
  The Reservations Team has already communicated with ********************, and he has agreed and modified his travel to use the credits totaling $5051.01.  ******************** has upgraded his accommodations and added some optional amenities.
  
  Thank you for contacting the Customer Care Team at ***** ** ***** Inclusive Collection.
  
  Charlotte ** W****
  Customer Care Specialist 

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I cancelled my reservation on 9/23/22 for a trip 9/27. It required 1 hour of time to complete. We were informed we would receive a full refund for airfare, booked shuttle AND hotel less penalties. Total amount of ~$2,941.88.I received an email on 9/27/22 stating we had a travel credit for a total of $2278.32. This was incorrect as I was informed I would receive a cash refund, including airfare. I called AMR and spent 90 minutes on the phone with a representative who stated she would inquire whether or not I should have received a refund instead of travel credit. She was unable to provide direction and stated I would receive an email the next week. I received an email 10/12/22 confirming I should expect a cash refund in the amount of $2278.32 and air credit of $663.56. This was not what was shared with me when I cancelled on 9/23/22. I called back and spent another 2 hours with David as they investigated the matter and I was on hold as he spoke to his"manager". David investigated and stated I would receive a cash refund in the amount of $2278.32. I was told I would receive these funds within 30 days. I have not yet received the cash refund and spent another hour on the phone with Jhon today, 12/3/22. There is still no resolution as a manager needs to investigate whether I have received a refund. I have now invested 4.5 hours in this process and not yet received my refund. It has been over 70 days since cancelling my reservation

  Business Response

  Date: 12/09/2022

  Thank you for contacting us regarding this complaint for *******************; Complaint: ********
  
  Our records indicate at the time ************ requested to cancel his reservation he was advised the ******** ******* published air fare was a non-refundable total of $663.56 and would have an available travel credit ($326.83 per person) to use with AMR Collection for one year from the date of issue (3/9/2023) to use.  The guest incurred a non-refundable hotel penalty of $50.00 per person and a refund of $2258.32 would be issued. 
  
  On October 8, 2022, ************ called to advise a Travel credit were issued in error and an escalation was initiated with the Accounting Team.  Our records indicate that a refund in the total amount of $2258.32 was issue to **. **************'s **** card ending **** on December 5, 2022.  This credit should be reflected in his account within the next 7 business days from that date.
  
  Regarding the request for a refund of the published ******** ******** travel credit, unfortunately we are unable to refund the published fare travel credits.  Guest may use their scheduled commercial airline ticket for up to one year from issue date when making a revision to the date of travel for the cost of the revision penalty plus any fare increases. To see penalty details for scheduled commercial airline tickets see our Terms and Conditions attached.
  
  As refund has been issued and airline credit is available for use until March 9, 2023, no further refund is applicable. 
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte *. W****
  Customer Care Specialist 
  
  

• Initial Complaint

  Date:10/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On August 11, 2022 I found an online offer from AMR Direct for ***************** in Punta Cana, Dominican Republic. I booked & paid for 4 rooms. The rooms were all in deplorable degrading condition. Iron was not functioning, mini bar was inoperable, bedsheets and comforter were ripped & torn, bathroom was moldy and dirty. No response from housekeeping despite multiple calls. The worst hotel experience in my life. I spent so much money for poor quality accommodations. No one should stay in rooms in these horrendous conditions. It is unfair & unjust to rent out hotel rooms in extremely poor conditions when the property will be closed down, demolished and kicked out of the ***** family within 1-2 mths. WHY would AMR and ****** rent out hotel rooms knowing they are in such poor conditions? Very unfair. I should be fully compensated. No one else should stay there in those conditions. It's sad to pay a hotel & find out the reality of the room conditions once one arrives, which is too late. It's paid at that point. And the staff had no way to replace the items or rooms. Mini bar was inoperable & was never replaced despite my multiple phone calls asking to please replace. Bedsheets and comforters were ripped, worn out and torn. The bathroom towels were crispy, hard, ripped and weathered. It hurt to dry oneself with them. The towels were not soft at all. They desperate needed to be replaced but never were despite my complaints. The air conditioner was out of control with its' own mind. At times it was fine then most times it was hot. The bathroom was dirty and stained as if the mildew was built in and never cleaned properly. The blow dryer was inoperable. I wish I had something good to say about the room, but I truly do not. This has been the worst experience. It seems that since the hotel will be closed down soon, no one cares about the guests' experience. I was told by the front desk that there were no supplies to replace in the rooms.

  Business Response

  Date: 11/02/2022

  Thank you for contacting us regarding this complaint for *************************** Complaint ID  ********;
  
  We have contacted the resort regarding this guest complaint and have attached the resorts response.  They have indicated the guest did not make them aware of the issued mentioned in the complaint.  They do have a record of calls regarding additional towels for the 4 rooms (************, ************, ************, ************) and a services request for the mini refrigerator only.
  
  Our Accounting Team has also notified my team the guest has disputed the charges for payment after full services have been rendered.  According to the resort the guest booked 5 rooms and only utilized 4.  The resort assisted ****************** with cancellation of the 5th room at no additional chard on the day of arrival.
  
  The terms and conditions of our Fair-Trade contract states: If you find you have a claim or dispute with any of the travel or excursion providers, we will provide you with as much assistance as reasonably possible to assist you in resolving the dispute.  However, Customer Care was never notified of any issue with this guest stay until we received the BBB Complaint and the Credit Card Disputes.
  
  Despite their disappointment the guest has traveled, all services have been rendered and accepted in their condition, and fully utilized.  No compensation has been authorized in this case. 
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte ** W****
  Customer Care Specialist

• Initial Complaint

  Date:10/04/2022

  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.

  On August 14, 2021, we booked a trip with ******* Resort for February of 2022 to the *** **** Resort in Punta Cana. We postponed this trip in January due to Punta Cana being at a Level 4 health warning because of COVID 19. My wife had taken insurance for a full travel credit. In the meantime, ******* continued to draw payments from her checking account stating that the existing withdrawals were “use it or lose it” if we did not keep paying on the trip, even though we were not rescheduling until COVID was over. On July 19, 2022 I called to book the trip again, to begin on December 31, 2022. Prior to making the final payment, I asked the representative if the Travel Protection Plus, which provides a full cash refund, was available to me. I asked the agent, Christina F****** this question twice and I was told that I would be eligible for a full refund minus the cost of insurance. I submitted a final payment of $2402.52 at that time, for a total of $10,420.11. The travel summary is attached. Due to some heart issues that I have developed since August, I am not comfortable traveling out of the country. For this reason, we decided to cancel this trip a couple of weeks ago. This can be confirmed with my doctor however, I was told I could get a refund for any reason, so I feel that it is irrelevant. When we called to cancel were told that the full refund was not available because we had a credit only on the original trip. Additionally, we were told that we were only eligible for a refund under $500.00. This is not what I was told when I booked the trip in July. I wrote to one of AMR’s Group Presidents, Gonzalo D** ****, as well as the agent who I booked with and received no response. I would like to receive a refund on the entire trip, minus the el insurance cost. The reservation number is ********.

  Business Response

  Date: 10/18/2022

  Thank you for contacting us regarding this complaint for ***********************; Complaint: ********
  
  *********** has received resolution he requested; he has been refunded in full less the cost of the travel protection (insurance cost).   See attached.
  
  Thank you for contacting the Customer Care Team at AMResorts, LP.
  
  Charlotte ** W****
  Customer Care Specialist

  Customer Answer

  Date: 10/31/2022

  My complaint has been resolved to my satisfaction. I am thrilled and pleased with the BBB's response and actions on this matter.