Audrey V.’s Reviews of Vacations To Go & more

Audrey's Profile

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4/6/20

I was told I was getting a money refund for a canceled cruise. I called back two weeks later to get an update on the situation and found out my agent, who was actually my second agent because the first one was fired, was let go and she did not process my paperwork and I only could get cruise credit. My third agent Willie Hayes did nothing to help out the situation even though I had both a recorded phone call and email stating I was getting the money refund. Even if they respond to this email in some "complete made up story" do not believe them. I am doing you a favor by telling you please do not make the same mistake I did and use this company!

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Shanon E. – Vacations To Go Rep Over a year old

Thank you for writing, Audrey. We're sorry that your cruise was one of millions affected by COVID-19. At the time you cancelled your cruise, Royal Caribbean had not yet made the decision to suspend your sailing and were only offering Future Cruise Credits as compensation. Later that day, the cruise line did suspend your sailing, but Royal Caribbean's policy is that once an offer is accepted, the reservation is considered canceled and is no longer eligible for any future offers. I do sympathize with your situation and we've heard from many customers who cancelled early and wanted to take advantage of the cruise line's later offers. I wish there was something we could do to resolve this to your satisfaction. As your travel agency, we have no control over the policies of the cruise line and despite our numerous attempts to escalate your situation to our contacts at Royal Caribbean, they are making it very clear to us that they are not making any exceptions for anyone, under any circumstances. We're truly sorry. We hope that once COVID-19 is behind us all that you'll be able to use your Future Cruise Credits to travel again. After all your hard work as a nurse in your community, you definitely deserve it. Thank you for your service and we hope you and your family stay safe and well during this difficult time.