Apple Vacations

What should have been a wonderful Aruba vacation at the Aruba Hilton hotel turned into a fiasco as the hotel was undergoing significant construction. So instead of staying at a calming beach front hotel, to my dismay I was vacationing in the middle of a construction site.

This included the daily sound of heavy machinery, dust, dirt and unsightly construction zones I had to navigate to get to my hotel room. The following is a synopsis of my vacation:

-As a first time user of Apple Vacations I relied on Apples website to choose my accommodations.

-I selected the Hilton Aruba as it contained a 60 yard pool, which was a primary hotel attraction/feature for me and my family.

-When we arrived we discovered that the luxurious pool shown on Apples website was completely demolished and under construction. A much smaller secondary pool was available for use but it paled in comparison, and stayed crowded as it was not big enough to comfortably accommodate all the hotel guests.

-I contacted the Hotel concierge to express my displeasure with having to stay at a hotel under construction and one that did not provide the accommodation/features advertised on Apple Vacations website.

-I was informed by the Hilton that they notified all the travel agencies, to include Apple, that the hotel was undergoing major construction.

-I subsequently called Apples during travel service to explain that I was unhappy with the hotel I am staying at. And to ask why I was not notified by Apple that the hotel was under construction.

If I had known this I would not have spent my hard earned money to stay at a construction site for my vacation. I would have selected other accommodations.

-The Apple agent indicated that Apple was, in fact, notified about the hotel construction but failed to inform me. It was Apples fiduciary responsibility to notify me so that I could change my travel plans and/or hotel.

-For some inexplicable reason Apple decided not to notify me. The hotel offered a token $25/day credit for purchases made at the hotel.

This was unsatisfactory and insulting as a bottle of 8 oz Sun Screen cost $27.00. And if you eat at the hotel theres a 17% service charge added to your meals. This recompense was unacceptable and if I had known this I would have never stayed at the Hilton.

-The Apple agent told me I could try and stay at another hotel, however, Apple would (1) need a written approval from Hilton and (2) I would have to pay approximation $2,000 more (above the $4,000 I have already paid) to change hotels. Outrageous.

-The Apple Agent (Lakeisha) indicated she would need to talk to a colleague to see if less punitive arrangements could be had.

At this point I am being punished for Apples mistakes.

-I asked Lakeisha if she could call me back as I was using the hotel phone and being charged by the minute. She indicated that she would have to get permission for that also. To add insult to injury I was charged $50 for the phone call to resolve and issue caused by Apple.

-This is my first time using Apple Vacations and will probably be my last. Not sure why I was treated this way.

Or if this is how Apple treats its customers when things go wrong and its Apples fault. Not sure why Apple did not notify me that the hotel was under construction since they were informed, according to the hotel and Lakeisha, before my vacation. I paid for my June vacation in March.

-Based on my conversation with Lakeisha, it appears I was at fault for planning a vacation too early using Apple. As Apple must have paid the hotel and did not want to make the effort to correct their mistake, i.e., afford me the option to select or relocate to another hotel that was not under construction.

-While Lekeishas efforts to resolve this matter was commendable, it appears she was handcuffed by Apples customer care policies.

When Apple makes an egregious mistake such as this one, the burden should have been on Apple to rectify it. At a minimum, Apple should have facilitated my ability to relocate to another hotel with acceptable accommodations, i.e., not under construction.

To ask me to pay out additional monies because of Apples mistake and/or ineptitude was a ridiculously ludicrous proposition.

-What should have been a wonderful family vacation was ruined. Thanks.

I booked a "5 Star" resort in the Dominican Republic that turned out to be barely a 1 star resort. We moved after the first day.

They refunded nearly $2000 less than what I paid.

I know what each portion of the trip cost because of unique booking timing for multiple passengers. They said that information was proprietary and would not say how they determined the refund. I waited 3 months to finally get a response from them. They ignored me on multiple occasions, ignored a Travel Consumer Advocacy Group, The State Attorney General and finally responded to the BBB (which they are not members - gee I wonder why.)

I've never dealt with such a deceitful company.

So dishonest and not consumer friendly. I didn't expect a full refund, but they withheld nearly $2000 without providing an explanation.

To Whom it may concern:
First, I booked with Apple Vacations and after reading reviews on the first hotel I booked I called your company and changed the hotel to Sheraton. The customer service again assured us it was all inclusive.

After a few weeks I noticed it didnt stated it was an all inclusive so I called again and asked. The agent apologized and stated it wasnt all inclusive! SO, I once again asked to be placed in an ALL INCLUSIVE. Each time being charged more!

They then put us in Sunscape Puerto Vallarta Resort and Spa. Your web site stated it was a 4+ star rating
We were thoroughly disappointed with our entire vacation! So disappointed that we left a day early!!
We stayed at the Sunscape and it was horrible First this was an All Inclusive but we had to go off site and spend extra money we didnt plan to spend just to get a decent meal!
Food Horrible :
Ticki Taco Restaurant: Area was outdated and dirty Server had NO gloves on and was picking meat up and putting on tacos with her bare hands
Food tasted horrible and there was very little selection
World Buffet: Went to dinner around 8:00 p.m. Food was almost gone and no signs of refresh Cold meat sitting under hot lights
Again the servers had no gloves on
Only decent meal there was breakfast
Seaside Grill Restaurant turned out to be a Hamburger Trailer Servers have no gloves A trailer For food?
Paid for all inclusive and we were having to pay for our food off site!
ROOM:
Room 430 Room was small and needed upgrade Room service did not come until 8:30 at night!

Shower definitely needed tile upgrade
I Went to desk to explain concerns. They upgraded us to new room (1132) . Nicer room however air conditioning was not working well. I once again complained, and they brought us a fan!
FACILITY: To many stairs and not really adherent to ADA.

Wasnt conductive to older people. I have an extremely bad back and cant take a lot of stairs Ceiling in lobby has major damage and leaking pipesroped off but people were tight getting around due to a bar being there.
Construction on top floor of older buildings broke a sliding door and glass fell on pool deck below. Workers cleaned up but you could still see glass
Holes in walls in hallway
Roofs Tiles were in desperate need of being replaced.
Workman on very dangerous slats trying to make repairs!
Music was extremely loud but they did cut the music off at a decent hour
Internet - could never connect even with pass word!
Elevators have absolutely NO air ventilation
VIP lounge - little bit of foodwe got there and no bartender so we helped ourselves. The salads were on ice but were sitting there from when we got there until after we left, approximately 3 hours with no one changing the salads out or even checking on them.

Wilted lettuce
We were given a $300 coupon book that we didnt use. One of the biggest reasons was that it was mostly for the SPA which, come to find out, wasnt even on location! It was at the Secrets resort and we were told we could go down there but,
1.

We had to pay our own cab
2. It also required us to sit through a 3 hour vacation club presentation!

I booked a trip to Cancun thru Apple Vacations fron 1-1-23 to 1-6-23 Reservation #F8X203AB. When I arrived in Cancun I was checked in by a representative from your counter.

He then explained about additional tours and invited an Amstar rep over. I booked a dinner cruise at a cost of $115.00 which was charged to my credit card. There was a mix up on the date and we were then given the date of Thursday January 5, 2023. There were not enough people taking the cruise and we were told we could cancel and my credit card would be credited since we were living the next morning.

I was assured the credit would appear on my next statement. when I received my statement, the credit had not been put through and it still as a charge. I contacted my bank and they said they would contact Amstar on my behalf. On March 11,2023 I received notice from my bank that I had not tried to settle with merchant.

I had no way to settle with merchant since they are in Cancun and I back in USA. All paperwork was done in Cancun. He took the paperwork to process the credit. Was I scammed by this representative?

He was in the Hotel at a Apple Vacation counter. I just want a refund for a event I paid for and never attended. I always thought Apple Vacations were reptiable.

I can also be reached at 215-424-****. Thanks for your help.

Hi my name is matthew Giovengo

My now wife my two kids and myself along with friends and family totaling 31 people in all went to Mexico for an all inclusive week at dreams jade. We purchased the insurance for myself and wife and two kids.

We arrived Saturday July 24 and by Monday they told me I was sick after seeing the resort dr, no test of any kind given.

They sent me and my wife to the resort hospital where they said they do NOT give Covid tests and a 3000$cat scan was needed. So we left went back to resort. They removed us from our honeymoon suite and relocated the two of us to a darker wing of hotel under guard via hallway. They gave us a test in our room which came back negative and told us we cannot return to our room just yet.

The next day Tuesday the 27 to give us a nasal swab test and results would take 48 hours . Our wedding date was all ready pre planed and determined for wed the 28. We had all ready paid for food, pictures , entertainment, wedding venu.

They called us the morning of Wednesday 28 and said wedding was canceled and we had Covid and received and email with one of us positive and one negative. They came to room made my wife sign a paper.

We watched all of our friends and family leave after not getting to participate and see the wedding.

We were notified aug 6 we could leave the following day so myself and my wife booked a flight and left aug 7.

We have been talking to Pam Carter our agent for months now , we sent her all the paperwork two some of it three times.

The hotel told us we can do a private wedding ceremony when we were Covid free. But we could not leave our room aug 6 when they cleared us and we booked flight 9am aug 7.

When exactly were we doing our private wedding and photos.

The wedding package was 3,792.00$

The flights hotel for three of us 3,242.41$

Dr fee from hotel 567.00$

And 250$ for our Covid tests because they claim the first one was free.

They did refund us on our flights home .

Now I understand that Covid messed up a lot of businesses and people never came back to work and Im aware that things are backed up. But our agent reached out and told us to get a lawyer.

We are not looking for a payday we would just like refund that we are owed. Or we can have our lawyer follow through with a suite and a better Business Bureau complaint.

I just feel Covid is causing the delay, and our agent ended up being no help after we sent 20 plus people her way

Reservation # 9tw400ab