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:11/05/2024

  Type:Billing 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.

  Wanted to book a cruise at the advertised price of $774 per cabin. Contacted a travel agent and was told the price was $1252 for the same cabin. Advertised rate remained published for 3 days at $774 but was not allowed to book that rate. Would like the $774 rate advertised. Attached are the price when I saw it on 11/1, price after I contacted agent and was told higher price, price on 11/3 still showing $774 rate and price later on 11/3 showing inflated price. Also attached are email correspondence.

  

  Business Response

  Date: 11/09/2024

  Hello, I am reaching out to you in regards to the concerns that you brought forward to the Better Business Bureau.
  Last weekend as you know we had an issue with the rates we received and posted to Perx.com from ************** that affected the quote you were interested in.
  I wanted to apologize for the frustration it caused and explain to you what happened in the event you were not provided with the information surrounding this matter.
  The rates that were provided by ****** were closed late in the day on Friday, Nov 1 and at that time our **************************** were not aware and therefore took until Monday, Nov 4 their next business day to remove from the Perx website.
  All our rates are subject to availability and they were just not bookable at the time your request way made. The Perx agent provided you the best available rate at the time but we are not able to honor the rates you saw posted. We can understand the delay in removing these was not ideal and as a gesture of goodwill we would like to offer you a ****** USD future travel credit that can be used for 1 year. We hope to restore some good faith for future and look forward to assisting you if and when you plan to cruise again.
  

  Customer Answer

  Date: 11/11/2024

  Complaint: 22515387
  
  I am rejecting this response because:

   

  that rate was kept up for 3 days.  I understand if I went to book it and wasnt available and the price was changed shortly thereafter but this was not the case.  The rate remained advertised for 3 days.  I would like the price honored.  
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 11/18/2024

  Cruise lines change our rates frequently.  For some cruise lines we get computer feeds several times a day that update our rates automatically.  However, many cruise lines, including this one, send us a email notification of the change and we have to manually enter the new rate.  In this case the email came in late Friday night.  We don't have staff working during the weekend to update rates so the email was not opened until Monday.  It then took a while to update the rates.  We apologize for your situation but there is nothing else we can do other than our offer of a future travel credit.

• Initial Complaint

  Date:07/10/2024

  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.

  I was purchase a vacation package with Perx.com. The package includes a vacation week in ****** at a ******************************** and Spa an all inclusive hotel. At our arrival at the hotel we was offered an upgrade to our room with was declined do to the high price, however without the upgrade I was unable to use part of the facility like one of the pool and a restaurant, information that travel agent did not provided or omitted On top of that the hotel is under construction, the entire day of Friday June 14, 2024, the hotel was without electricity, due to the heavy rain the liking water from the sealing in the lobby was horrendous. Two electrical sparks occurred in the bathroom of my room and the hotel decided to fix the problem cutting the power and leave us in the same room. Note the bathroom is beside the entrance door of the room, we are a couple my husband 67 and I 65 imagine how was that night for us. As soon this problems started I called and sent emails to the travel agent, she asked me to copy the Perx customer service to resolve the matter and until today the only thing they do is provide me a credit for future vacation with them that of course I am not accepted. As a travel company they supposed to know what they sell and believe me that hotel is in very bad condition. My request for them is to get my money back which was $2,250.00 but they insisted in return only $300.00, knowing them that week was a disaster and rip off from Perx.com. All travel companies are responsible for what they sold. I was a loyal customer for the last 20 years every year and I believe they owed me more than an apology, they need to refund my money as I requested. As you can see in the pictures attached the main entrance door is missing, the smoking area is in the only path to the hotel entrance, buckets of water all over the lobby place, one day without electricity no elevators working unable to get to our room in a six floor, water dripping in my bathroom. Disastrous

  

  Business Response

  Date: 07/15/2024

  We were aware of this situation and were dealing with the resort in an attempt to get compensation.  Not sure why this had to go to BBB as we were still working on possible solutions.

  We have contacted the client and given them a full refund as they had requested

  Customer Answer

  Date: 07/15/2024

  Complaint: 21965250
  
  I am rejecting this response because: *********** stated they provided full refund and is not true, They only credit back to my credit card $1950.00 of $2250.00 even though the Manager told me they will refunded the entire amount. Mr. ***** (with out ) last name asked the customer rep to call me and letting me know the amount of refund will be $1950.00, apparently communication between them was no clear. The person who respond to BBB mentioned that my complaint was not necessarily sent it, well I tell different since they need to receive from you a complaint to pay attention to me. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:11/29/2023

  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 the morning of Nov. 29, I spoke with Perx representative about adding another cruise room to an existing booking. I was told that our original price was unavailable but others were. I was also told that a room was available on the same deck as ours. Once I gave the "go-ahead," to book at a rate slightly higher than my original, I was then told that those rooms are gone and just went up. Right during my conversation with agent, prices increased and the room I wanted were gone. Well, I said we'll have to just book at what there is. So she proceeded.After booking, I called Princess ******* and they said room that I wanted was still available. I also called another company that is "interline" and they said price and room were still available. I immediately emailed agent and also called a supervisor. The supervisor told me that if a got a screenshot of the other company's price, they would price-match. I got screenshot of a final quote AND I also got a screenshot of the cabin still available when I was told it was not. I emailed the screenshots to them. After a while, they emailed back and told me this, "Sorry we do not have a price match policy. If we can we do but when we can't we dont."Upon receiving this, I called the supervisor and she said that she was sorry, but her supervisor would NOT give the price-match. Even after I was told that they did that practice! I was also told that it eats into their commission. To my understanding and from what I was told, the price discrepancy was due to agent-error. She may have been a newer employee, but should she receive commission after error?Lastly, I must add that this company tends to false advertise as they DO NOT update their prices on website according to the current. I had an issue with this company in the past over this very, possibly deceptive practice. They told me they don't update site over the weekend. It is not Tuesday evening and they have yet to update current cruise prices.

• Initial Complaint

  Date:05/08/2023

  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.

  I purchase a refundable ticket for a cruise . I spoke to ***** . ****** in several emails and was told I got a refund . I still till this day have not received a refund or a cruise credit.. I spoke to several people at the company and was told I got a credit , however when I asked about what card it was credited back too I have never gotten a number of that card . I just want my cruise credit or refund back

  

  Business Response

  Date: 05/17/2023

  We reconfirmed with Royal Caribbean Cruise Lines, card was refunded $342.32 + $157.68 = $500(total refund of deposit) back to **** card ending **** on 04/21/22

   

  Thx