Complaint Review: Sunset Escapes

This company is a total fruad.  I purchased my first package from them in 2016.  In May 2017, they called me back and said they had a better package deal since I had not used my travel certificate at that point.  I agreed.  The cost was $200 in addition to the 2016 fee of $199.  This gave me a 4 day - 3 night vacation at one of their resorts with a tour required.  Once that was done, there was another 3 vacation packages.  1 - Another 4 day, 3 night vacation at one of their domestic destinations, a 8 day - 7 night package at one of their resort getaways, and a 7 night cruise for 2 with the ability to buy an additional ticket for my second daughter. 

After medical issues kept me from any vacation last summer, I was delayed in getting the package started.  One April 12th I started the numerous calls to the reservation line to schedule my packages.  After 30 minutes of being number 1 in line, I had to hang up to take care of my kids.  On April 14, I tried again and spent 2.5 hours waiting on hold; for 30 minutes I was caller 8, then within 10 minutes I jumped to caller 1, so for almost 2 hours I waited as caller number 1.  There was NO answer.  During this time, I called on my daughter's phone to "press 1 to leave a message for someone to return your call."  I tried that 3 times while waiting for the first call to be answered.  On April 16th, I called again 3 times and each waited for 30 minutes, then "pressed 1" and left my message.  No return calls.  I tried again on April 18th with the same luck.  On April 19th, I finally got someone to pick up.  After explaining that I have had a horrible time trying to get through to someone and I just want to set up my reservations so I don't have to call again, the represntative got irritable with me.  Seriously! I am your customer and you left me hanging for how long? and you want to give me an attitude.  I finally get the first tour package scheduled, because NO you cannot schedule any other vacation until that one is complete.  I was told there will be an email sent in 7 -10 business days confirming my resservation.  When I asked to talk to a manager, I got the reply that there is no manager.  Being that the vacation was "scheduled" and I just had to wait and the fact that this woman was beyond frustrating, I hung up and decided to wait for my package to be "approved."

So on the 10th business day, NOTHING has arrived.  I spend another 20 minutes waiting for someone to answer, once she does she tells me that the confirmation hasn't been sent yet.  When I try to talk to her manager, she gets irritable with me again.  I wait on hold again for Daniella to get her boss, Carla Amereno on the phone.  She's too busy to talk right then, so I wait for her to return my call.  Miracle of miracles, she does return my call 20 minutes later.  

Carla proceeds to tell me that we are waiting for my confirmation, but there is an additional fee of $149 due before they can process the information.  When I ask why in my last calls no one mentioned that, she said that they did.  I asked to here the recording of the call and she said there was no need for that.  Then she told me that Daniella did tell me that and it was in the recording.  Carla still refused to allow me to listen to it. She told me that the Sales department and the reservation department should have told me that before they processed the reservation request.  When I asked to speak to the person in charge of those departments, Carla told me she is in charge, there is no one else I can talk to.  Apparently Daniella is the only person that does reservations and Carla is the only one that manages everything.

At this point, I was so frustrated at being cut off while talking and the lies they were telling, that I asked for a refund.  Carla said she'd be happy to do that but since it was so old the $200 paid last year could take up to 3 months to process.  At this point I asked for their mailing address and Carla's last name, she made it a point to tell me she didn't think I needed that information and that they did everything they were supposed to do, then she gave it to me reluctantly.

This place is a total rip-off.