Romantic Planet Vacations

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• Romantic Planet Vacations

  Review from Courtney L.

  

  • 0 friends
  • 11 reviews

  • Courtney L.

  Calgary, AB

  

  1/25/2012

  TLDR: We used Romantic Planet to arrange travel for guests to our Destination Wedding in November 2011. The service was poor, and every one of our guests who used them complained to us about them at some point. They were the biggest stress factor of our entire planning process.
  
  The issues we had:
  * We received a quoted rate from a Romantic Planet Rep, agreed to it and paid a $500 deposit; then we found out the rate had fallen through and wasn't available. They denied our request to have the deposit refunded
  * We were pressured to change our travel/wedding date in order to accommodate the packages they had available
  * When we asked the manager to arrange for us to work with a different representative, our request was quietly ignored
  * When some of our guests found better rates online, Romantic Planet was unable to match them
  * Our guests who booked with them complained that the Rep was uncommunicative. She did not provide confirmation of bookings unless asked
  * The rep continually told one of our guests the wrong travel date, causing ongoing confusion
  * One of our guests was overcharged
  * Guests did not receive their travel information (i.e. flight times) until three days before departure
  * We had to request our deposit back once everyone had paid, and then it took them 15 days to get it processed
  * Upon arrival at the resort, one couple did not have a room waiting; the resort didn't have a reservation for them on file
  * The Rep never followed up with us after the wedding to see how things went
  
  What they did well:
  * They provide the option for guests to book online
  * They set up a wedding website where they post all the travel details of your wedding
  * They found flights for one set of out-of-town travellers who were very particular about the flights

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  Comment from Laurie K. of Romantic Planet Vacations 3/7/2012    « Hide

  

  Hi Courtney,  Sorry to hear of your upset with our company.… More »

  Hi Courtney,
  
  Sorry to hear of your upset with our company.
  
  I have spoken to Amy, who was in charge of your file, and understand that you requested on 11FEB11 to book a Transat Holiday package for your group with the Now Jade Resort but that they could only confirm 6 rooms and 12 seats at the time of booking, for which the original rate as quoted was honored.
  
  Since your first package preference was unavailable for your entire group, other tour operator packages, dates and other resorts were offered to you including the very similar Now Sapphire but you had declined these options, advising you could only travel on this strict date (for which only Transat Holidays offered from Calgary) and only the Now Jade Resort.
  
  To serve your strict needs, we obtained a direct contract with the resort and continued to use Transat's flights for all remaining guests on your group booking.
  
  Nevertheless, you requested to cancel the group as you had advised everyone to just book directly with the resort and with whatever airlines they want - as per their own individual interests. As advised and as per the terms and conditions, all deposits are fully non-refundable if you should choose to cancel the group. This is standard with any travel company worldwide.
  
  I know I spoke with you personally March 8th, 2011 about your concerns and addressed all of them, finding the solutions that served your group of 10 booked and traveled. At not point did you request to change agents, as this would have been no problem.
  
  It is imperative that when comparing online rates, that you ensure you are comparing apples-to-apples. The flight we offered with Transat was non-stop direct. The flights online had stopovers in the USA and some of them a forced overnight stopover. The rate you originally agreed at of $1318 + $283 from Calgary to the Mayan Riviera with 7 nights deluxe all-inclusive accommodations at the Now Jade Resort with Transat Holidays was competitive and offered many bonuses (such as roundtrip airport transfers and better room categories and flights). Please note that it is impossible to get everybody in a group on a last minute discounted deal, as these are generally reserved for 2-6 seats at a time and are only available within 2-3 months prior to departure.
  
  Yes, the credit card refund processing can take 10-14 days.
  
  We are not aware at all of any of our booked guests of not having their room upon arrival or reservation at the resort. Perhaps this is one of your guests who booked directly with the resort or online elsewhere. All guests who booked with us were provided all travel arrangements as booked.
  
  I understand that you had a beautiful wedding and that it all worked out in the end. I do apologize for not meeting your standards and encourage you to contact me directly to assist you further.
  
  Sincerely;
  
  Laurie Keith
  President
  Romantic Planet Vacations

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• Romantic Planet Vacations

  Review from Mike M.

  

  • 1 friend
  • 19 reviews

  • Mike M.

  Calgary, AB

  

  2/12/2012

  Read the review below, could not have said it any better myself.

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