Complaint Review: Beachbound.com - Newton Square PA

Beachbound Vacations absolutely ruined our vacation and refuses to reimburse us for their mistake. My wife and I booked a vacation thru them to Cozumel, Mexico for April 2nd -8th 2023. When we arrived at the airport on the 2nd we were told that our flight on United Airlines had been cancelled and we wouldn’t be able to be rebooked until the next day. After further discussion with the agent she told us that United had notified our 3rd party agent (Beachbound) at 9:07p.m the previous night. Beachbound never called or texted us!

After calling Beachbound upon getting back home they stated they had emailed us. This email never came through, even though all other email’s from them had. While on the phone with them we verified our email address and told them to resend the email while we waited on the line. Again, the email never came through! We also stated we wanted a refund for the lost night at the resort approximately $425.00 US. The agent stated he would contact the resort. Why in the world would the resort refund? They had the room ready and it was still ready when we got there! They didn’t drop the ball,! United Airlines and Beachbound did!!

Wouldn’t a last minute cancelled flight merit a phone call? At the very least a text? If you have to be at the airport at 5a.m who’s looking at their email at 9:07 p.m at night? Most people are in bed for the 3:30 am alarm to get to airport! Not that it would have mattered anyway because that email has yet to come thru after supposedly being sent twice now!!

Had they called we would have been able to leave early enough to make the 6hr drive to the connecting flight and still salvaged our vacation. Instead we lost the entire day of vacation and an already paid night at the resort.

At this point we figured Beachbound would at least reimburse us the paid night at resort, (Any reputable company would right?) and finished what was left of our vacation. I called them when we returned home, this time being transferred to the Post Travel Dept and they again stated they were going to contact the resort and try to get us refunded. I ask AGAIN, why in the world would the resort refund? They’re the only innocent party in this whole fiasco! Wouldn’t a normal person contact United Airlines? They’re the ones that cancelled the flight due to "technical difficulties”!

Amazingly, this email managed to come through the next morning:

" We appreciate the opportunity and time to address your concerns for your Hotel Issue . Our goal is to provide every client the best vacation experience. We’ve completed our investigation into your complaint, and this is to inform you that we have not received approval to offer compensation. The Hotel partner told us that they will not be able to waive the penalty as travel was in their high season. The Hotel will charge for complete 6 nights. We sincerely apologize and it is our hope that you will give us the opportunity to serve you again in the future, so that we may have the opportunity to provide a much more positive travel experience.

Regards and Happy Future Travels,”

At NO POINT was this a hotel issue, the hotel did nothing wrong. What is wrong with you people Beachbound? This was a United Airlines & Beachbound Issue! This fight will continue, but take this as a warning! DON’T BOOK with BEACHBOUND unless you want your vacation ruined!!