Apple Vacations

I am not sure where to begin. I booked this vacation as a last-minute deal a week prior to Thanksgiving. The day that the paperwork was to be sent to confirm the trip, the travel agency I was dealing with went under. I no longer had a poc to deal with. I had to contact Apple Vacations directly who were very hesitant to address any questions or concerns - they continuously directed me to my travel agent.

The trip I booked was from 12/29 - 1/1 - and it was booked on 11/10. I had a credit that I needed to use and we decided to have a family vacation (my husband and I and my 2 kids). We were scheduled to go to Cancun. Unfortunately, my daughter ended up with pneumonia. Apple would do nothing for me. If I were to change our travel dates, I would have had to pay an additional $2000 plus the cost of the all-inclusive vacation ($500 per person since it was so close to the travel date). We lost 100% of our money - $4000.

Be very careful when using Apple Vacations! It is unbelievable this is happening in the USA! We have never experienced such an attitude towards us as customers and such a bad customer service! We will never ever recommend Apple Vacations! I don't mind paying a change fee but $2000 is unheard of - who should have to pay $6000 for a 3-night stay at the Riu Caribe for 4? For that amount I could fly to Hawaii or Europe. I am going to take this up with Apple directly - a voucher/credit towards a future trip would have been good customer service!

Where do I begin? Dreams Punta Cana is the worst vacation my wife and I have ever been on. Booked our vacation through Apple Vacations months in advance from when we arrived. I wished we would have read more reviews on Dreams Punta Cana instead of reviewing their website and photos. First off, we did not get the room we had booked and it defiantly was not the same room as in the photos on the site. After spending hours, our first night there trying to get a different room (even was willing to pay the extra cost to upgrade), we got the runaround from the customer service desk about no other rooms being available. After talking to other couples at the resort who had the same issues with their rooms, several of them were able to upgrade after talking to management. I would not have thought that we would have to escalate the issue to management to get an upgraded room. Therefore the customer service reps were no help at all on that issue.

Therefore, we were stuck in our room in building 7. Our view from our room was the entrance to building 6 (which was under construction) where they set up the entry way for all the construction workers and service deliveries. Every time we looked out our room, we got to see about 5-10 workers sitting in front of us taking their breaks and having lunch. No privacy at all. The room seemed and felt very dirty as the curtains had mold on them. The bathroom ceilings were falling in. The bed post were crooked and rocked.

There were ants coming and going by the coffee maker area and our refrigerator was not working. We had to call and actually walk to the customer service around 10 times before getting someone to fix the refrigerator a day and half later. It seemed like every time we would ask for the repair, they would just write our room number down on paper along with a bunch more room numbers with no comments. Therefore it seems like they are going to do something about it but actually just brushed us off time after time.

The beach area was also dirty, small area and water was not blue like in the photos on the site. The Dreams Punta Cana site is very deceiving when looking at the photos they have on there. I cannot believe we based our vacation off their site and Apple vacations 6 golden apples. What a huge mistake on our part and a complete waste of money. Also all the bars had top shelf liquors displayed and on the shelves, but once you ordered a specific type of liquor they would pour you bottom shelf liquor. Every time we would mention that we wanted a certain brand of liquor when they were pouring the bottom shelf liquor. They would just smile and continue making the drink with bottom shelf brand liquor.

Here is the worst part of the vacation, we figured with all this disappointment, we would have a couples massage done the day before we left. My wife and I both got a 55 minute massage at the spa. When we finished our massage, we went back into the locker rooms and showered and then meet back up in the lobby area. We figured the massages went well and we were about to tip the ladies for our massage when. My wife notices $5 dollars was missing from here wallet. Then I checked my wallet and a $20 was missing! What is up with this place! We went straight to customer service and told them we were not leaving the desk until we spoke to an actual manager. After about 20 minutes, we had our one chance to speak to a manager named Fernando, who called the head of security into his office. We explained what had happened during our massages and immediately they went straight down to the spa, searched the locker employee, fired him on the spot and returned our money right away. After all this, they just gave back our $25 and filed a complaint in their system.

Wow, what an experience for a 6 Golden Apple Resort. More like 6 rotten apples! I sure hope others read reviews before booking their next vacation at Dreams Punta Cana resort or with Apple vacations who claims this resort a 6 Golden Apple Resort. I feel like they base their reviews off of commissions they make from the resorts and need to be honest with the people booking their vacations and spending hard earned money!

I spent one week in Grand Palladium col/kan.Cuncun, Mexico from 11/25/11 to 12/03/11. Room was not ready after 3pm. In room, toilet seat was broken, I almost fell from it. Shower was broken, screen door on balcony is broken. Conditioner made so much noise, were not able to sleep and pillow is too small. They are for small children before they put people in room. I think the need to check it out. Room #4103. I like to have some refund.

All inclusive must have some fine print. I went to Montego Bay Holiday Resort, arrived hungry and wanted to go eat at the Italian restaurant. They told us we had to wait until Monday night and this was Saturday. There was a cost for a premium meal, but they said we could eat at the buffet. The courtesy bus to downtown then cost $15.00 plus tip. The entertainment was at a min. I went off the premises to eat and paid $85.00, which was okay. The sales reps said all the food was included and activities was plentiful on the premise. **, I'm not happy with Apple Vacations.

In March, 2011, my wife and I met with my son's travel agent at a Chicago AAA office to plan and pay for our trip to attend our son's Chicago destination wedding in Jamaica. My plans also included a post wedding excursion to Chichen Itza in Mexico. Since the majority of our time would be in Jamaica, the Mexican segment would be very short, only two nights, because of our desire to visit Chichen Itza and not spend additional time at another resort, since we had already been at a resort in Jamaica.

The cost of airfare and travel time via Chicago was the best in regards to our departing from other airports near Cincinnati, Ohio. Originally the American Airline flights were nonstop to Montego Bay, Jamaica, and Cancun, Mexico. Our seat assignments were selected at time of booking. About one month later those nonstop flights were discontinued and American Airlines automatically rebooked us with seat assignments on other flights. Our flight to Jamaica would require a connection in Miami, Florida, and the return flight with a connection in Dallas, Texas.

Upon arrival at the airport in Chicago for our flight to Miami, we were informed of the cancellation of that flight. Immediately after telling us, the American Airlines ticket agent found us another flight. We did not have to suggest that. However, that flight would depart in 20 minutes. Without hesitation the ticket agent checked in our carry on luggage and escorted us through the waiting queue to proceed through security.

At 10:00 pm on Tuesday, October 11, we arrived to check in at the Sandos Caracol Resort in Playa del Carmen, Mexico. I asked the desk clerk for the departure time for our morning, October 12, tour to Chichen Itza via Apple Vacations, confirmation number 0051310155. The front desk clerk had no information whatsoever regarding that tour. We were later to find out that it is the policy of the hotel for hotel personnel to have no knowledge of any tours guests may take even though the tours depart from the lobby of the hotel. As a courtesy to me, the desk clerk telephoned Apple Vacations, the tour sponsor, and found the office was closed for the day. The results were the same when she contacted Amstar. She continued her courtesy by calling an employee of Apple Vacations. She then found out that our reservation for the next day, Wednesday, October 12, had been cancelled by Apple Vacations. Also, that tour was filled and there were no circumstances that would allow us to participate in that tour on Wednesday, October 12.

From early morning until mid afternoon on Wednesday, October 12, I spent that time in phone conversations in my hotel room with Mauricio, an Apple Vacation representative; many Cancun Apple Vacation representatives; and my travel agent. Mauricio was adamant that Apples cancellation of our excursion was the entire fault of our travel agent. He stated our reservation was not day specific as the reason. When queried about the possibility of our attending the tour on Thursday, October 13, Mauricio said space was available.

However, he required us to make an immediate payment to ensure space. I informed Mauricio that we had already paid for the tour in March. His reply was that there was a price increase of $30 which had to be paid immediately. I told him that was impossible at the moment. We had prepaid our October 13 return flight to the States and for us to go on that, the tour would require new flights for October 14 and an additional night at Sandos Caracol. I would make no commitment until our transportation issue had been resolved. After continued insistence for payment and our insistence to contact our travel agent, Mauricio said he would meet us at the hotel at that evening with the tickets and our additional payment.

Later that afternoon I received via phone flight information from my travel agent. We had been booked on a one-way flight to Chicago, via United Airlines, at an additional cost of $198 per person. Our original return flight with connection in Dallas via American Airlines had been cancelled. She would fax additional flight information to the hotel that afternoon. Since we were using the services of a Fly and Stay program at a hotel in the Chicago area, she also changed our return stay at the hotel to avoid the penalty of not checking in for the original return date and contacted the Cincinnati caretaker for our property and pet.

Prior to meeting with Mauricio that evening we received additional phone calls from Apple Vacations representatives: Why did we not attend the welcome meeting that morning? How was the condition of the resort? One representative asking if she could arrange for us a personal tour of Chichen Itza, for that day, October 13, naturally at our expense. We met with Mauricio at 6:00 pm at one of the bars at the resort. We found out later that Apple Vacations was not allowed to meet with guests at the tour desks in the front lobby or any place in the front lobby.

This meeting with Mauricio, to say the least, was not pleasant. He adamantly reconfirmed his position of blaming our travel agent for the incomplete work done by her. He questioned her experience, competence and expertise. She has been the tour agent for my son and wife's extensive international travels: two trips to South America, two trips to Africa, trips to Europe, Southeast Asia, Australia and New Zealand. Our travel agent had scheduled numerous tours for other people to Mexico and never has had to reconfirm any part of the vacation for any guest. Upon hearing that information Mauricio stated that it is the policy of Apple Vacations for the agent to reconfirm. When asked when this policy started, Mauricio stated the policy has been in existence for years. He agreed to supply our travel agent and us with a copy of that policy.

I informed him that our reservations and payment had been made in March. In October Apple Vacations cancelled our tour stating lack of day specific. He was also told that one of the Apple Vacation customer representatives I had spoken with earlier in the day had noted our unusually short stay in Mexico. She was surprised that it was only for two days and not the usual six day or longer stay. I reminded him that for six months Apple Vacations had received payment, a customer representative had noted the short stay, and it was not day specific.

During that time no attempt to correct that omission was made by Apple Vacations. Mauricio quickly responded by stating that the blame for this was now ours and that that omission could have and should have been corrected by us. The customer welcome meeting held by Apple Vacations at 9:00 am on the morning of October 12 provided us with that opportunity, but we had not attended. (At that time we were in our hotel room engaged in numerous phone calls which I have already enumerated in this letter). Mauricio stated that at that time, 9:00 am, we should have reconfirmed our attendance for the October 12 tour (that tour had left at 7:00 am already). No acknowledgment of the conflicting times was made by Mauricio.

The conversation then turned to the additional one day stay at the Sandos Caracol if we took the Thursday, October 13 tour. If we did not make payment to Apple Vacations by noon on October 14, Mauricio said the one night price could change: it may not be the rate we paid in March, it could be at the current rack rate and it could possibly double. I told Mauricio that I would deal with my travel agent and the resort, not Apple Vacations regarding that. Mauricio would not tell us the rate until the moment we were willing to pay Apple Vacations. We finally did receive the needed receipt for admission for the tour on Thursday, October 13. The additional $30 charge was listed on the receipt as a $30 discount on the new purchase price of the tour. After the heavy handed dealings we received from Mauricio, we refused to sign the customary waiver Apple Vacations issues for its tours, fearing it would be later used to our disadvantage, especially regarding the additional costs we were incurring.

Early in the morning of Friday, October 14, (our departure day) we received a phone call in our room from Apple Vacations demanding immediate payment for the additional night. I informed the representative that I would deal with the hotel and not Apple Vacations. When we checked out of the resort that morning, we paid for the additional one nights stay, which was $115, and our telephone charges of $48. Our return flight was a nonstop flight from Cancun to Chicago via United Airlines. That flight was delayed upon its arrival in Cancun, and subsequently delayed ninety minutes in its departure and return to Chicago. Prior to making our final descent into Chicago, the flight attendants distributed the necessary forms to each passenger, on the near capacity flight, for compensation from United Airlines for the delay. United Airlines was proactive in its dealings with their customers.

Apple Vacations cancellation of our tour has resulted in the following additional expenses: air fair, $396; hotel $115, telephone $48, internet usage $10. In arranging future travel plans, the actions of our travel agent, AAA, Sandos Carocel, American Airlines, and United Airlines will be brought to our attention. Their empathy and proactive policies warrant top consideration for further use of their services. The same cannot be said for Apple Vacations. Throughout all conversations with Apple personnel, no empathy was shown, and no hint of compensation for the additional expenses and discomfort we have undergone. The only concern was for immediate payment to be made to Apple Vacations. Thank you.

I booked a vacation through Apple because I thought I was getting a good deal with a reputable company. Boy, was I wrong! Well, talking to the agent I stated Tuesday and the wrong date (not knowing at the time) the date I stated was for Monday. However, the agent never corrected me while booking and booked it for the Monday, not the Tuesday like I wanted! I didn't notice the error until after they charged my credit card and received the receipt and itinerary. I called and told them about the error.

I explained to the customer service representative that when I booked, I told them I wanted to stay till Tuesday because I didn't want to travel on Monday, my anniversary. They told me they had to review the call recording and did. They told me I could stay, but I would have to pay the additional cost for the airfare for the following day. What?! I thought at the time of booking that the price quoted to me was for that additional day. They told me they were already eating the cost for the original airfare and wouldn't eat the cost for a second. I told them I was canceling the entire vacation with them and they could eat all the costs involved!

I also told them I was going to write complaints and tell everyone I know about this situation, and they told me that's fine. This was 2 days before my vacation. I am so upset and spent all day trying to get this worked out. They were rude and not sympathetic at all. Prices have gone up more since I booked with Apple because it is last minute. They already charged my credit card and it took a few days for the charges to be replenished. So now, I'm stuck between a rock and a hard place because I do have a limit on my credit card. They ruined my entire vacation plans. I am so stressed and angry. I did make other arrangements, but I'm still furious over this whole blunder. I'm afraid I wont be able to have a good time. I will never book through them and urge anyone I know to book elsewhere. Ugh! I wouldn't even give them a star!

My husband set up a family vacation for our 5 girls, me and of course, him. We had high hopes and were happy to be able to spend time together as a family. The price seemed right. My husband died unexpectedly around Thanksgiving. Today is December 3, 2010. I have been on the phone trying to get through to someone who will help me for 1.5 hours. My cell phone reflects the time I've been on hold.

No one comes back to assist. I wait for 30 minutes for the promised help. Nothing. I hang up, call back, wait 30 minutes but nothing. I am on the phone right now with a rep from Apple, after another 15 minute wait. Oops! I was just put on hold. Get the picture? My husband died. We can't take the trip unless we are as heartless as Apple seems to be. I am told that only my husband's reservation can be cancelled without penalty.

And all I need to do is fax in the death certificate. But, as I stated earlier, I'm still on hold. This is a terrible company. I wouldn't trust them to be human even if you don't die.

I booked a vacation for myself and 3 children ages, 19, 21 and 22. We arrived at the Grand Bahia Principe Saturday, May 22, 2010 and were checked into our 2 booked Junior Suites. We purchased the package as an all inclusive package with airfare, room accommodations and meals. We met with our Apple Representative Carlos on Sunday afternoon, who at the initial meeting was quite informative, attentive and entertaining as he attempted to sell us on the many available excursions. This wasn't a difficult task since we sought him out specifically to inquire about the options available to make the most of our vacation.

We were disappointed to learn that the ATV ride through the town was no longer an option, but Carlos was able to persuade the young adults to attend a Disco held in a cave from 11:00 until 5:00 AM which included round trip transfers. It was marketed as this popular night spot with 3 floors of dancing with an array of music to ensure an exciting club experience. The Disco turned out to be totally misrepresented and the kids wound up taking a taxi back to the hotel only 15 minutes after arriving at the desolate and strange 1 floor cave which frightened them so much they couldn't bear to stay any longer than 15 minutes.

Additionally, on the Tuesday following our arrival, the girls who were in the room next to my son and I attempted to order room service which had been available to both rooms all of Sunday and Monday after our arrival, but were now being told that room service was not included. Our attempts to explain that we had been told it was included on Sunday and that Room Service Menus were provided in both rooms were to no avail. I went to the front desk on Tuesday evening and was told that room service was no longer going to be available and that my room had been upgraded because I was an Apple Vacation customer, but my meal plan was not (even though I paid Apple Vacations for an all inclusive vacations which included meals), and I needed to speak with the Manager who would not be available until the next day sometime. I was also advised that this was based on the Apple Vacation policy.

I went to meet with Carlos, the Apple Vacation representative on Wednesday morning to advise him of what happened. Carlos then advised me that this had nothing to do with Apple Vacation and the Hotel decided to not upgrade the meal plan during my stay. (I thought my vacation was all inclusive). Anyway, now that we were no longer interested in purchasing an excursion, as we already purchased the tickets for the Disco for Weds. evening, Carlos was no longer the friendly, upbeat, entertaining, representative that he had been prior. Suddenly, he was curt, impatient, unfriendly and clearly did not want to be bothered by us. Carlos picked up the phone to call the manager, Mr. ** and spoke with him in Spanish while we waited.

When Carlos ended his conversation, he advised me that not only would the room service not be included, but we would be responsible for the charges for anything that we ordered on Sunday and Monday. Now I was furious. Carlos told me I needed to go over to the front desk to speak with Mr. **. I followed his instruction and went to ask to speak with him. Mr. ** eventually came from the back office and asked myself and my children to come in the back where he looked up the room numbers that I provided. Mr. ** said he did not see any charges for either room and confirmed it with another member of the staff. I left abruptly as now I felt I was being railroaded all around. I find it extremely disturbing that I would pay for an all inclusive vacation only to receive "part" of the amenities. I felt it was a safety concern to have these girls walk through the compound late in the evening when they should have been able to order room service if they were hungry. Also, how was it that room service was available for two days and then all of a sudden, it was no longer available and then no charges appeared for the times that it was used?

The hotel blamed it on Apple Vacations. Apple Vacations in turned blamed it on the hotel and here I was, the customer with 3 young adults caught in the middle with no one as my advocate. It was if Apple Vacations and Grand Bahia both washed their hands of me and my family as nuisances. The "Golden" room that everyone "claimed" I was upgraded to I clearly remember choosing a Golden Package on the Apple website when I purchased the vacation. I found that I was totally disregarded as a customer after being recommended by a co-worker that I book my vacation through Apple. We were having a great time on vacation, but this certainly did not make us feel as though we were welcomed guests by Grand Bahia Principe nor Apple Vacations.

At the very least, I feel that I am entitled to some sort of refund for being denied part of the amenities that we were told were included. Additionally, I feel like the girls were deliberately placed in a comprising position by being told their only option was to walk to some deserted snack bar in the dark if they were hungry after a certain hour. I never saw many people using this option which leads me to believe that with all the rooms on this property, most people were getting room service.

I also feel that it is unacceptable that your representative would become so insensitive and uncaring because our concerns did not involve a purchase. I asked him for the address to write a letter and he advised me to get it from the website. I asked him to please write the website down on a piece of paper and he said he couldn't write anything, but I could write it myself and pushed the paper and pen in my direction. This was after he was able to write 3 receipts for the Disco perfectly fine only a few days prior. As you can tell, it's been over a month since I've returned from vacation and this is still deeply disturbing me.

I e-mailed this letter to Apple Vacations twice via their website that Carlos told me I needed to use to voice my concerns and have not received a response from either e-mail, although their website acknowledged receipt of my letter and said that someone would contact me shortly.

Be very careful when using Apple Vacations! You can lose a lot of money! If you cancel your trip, you might lose 100 % of your money! It is unbelievable. This is happening in the USA! We requested a change and it cost us $500 per person! We have never experienced such an attitude towards us as customers and such a bad customer service! We will never ever recommend Apple Vacations! We lost $1000.

My family booked a all inclusive vacation at the Iberostar Paraiso Lindo Resort in Mexico (40 miles South of Cancun) based upon Apple's recommendation/rating system and the reviews they posted online. Apple advertises the Paraiso Lindo as a "ALL INCLUSIVE VALUE ADDED" Resort with a 5 + Orange rating. The Iberoster webpage describes the resort as: IBEROSTAR Hotels & Resorts, the hotel division of Iberostar Group, is one of the most renowned Spanish hotel chains at the global level. Founded by the Flux family in Palma de Mallorca (Balearic Islands, Spain) in 1986, it has come to offer top-level accommodation in major travel destinations around the world.

As a brand name, IBEROSTAR is synonymous with quality in the fifteen countries where it operates, providing outstanding service and personal assistance to ensure full guest satisfaction. With a star as its symbol, the chain has managed to win over customers with its philosophy and values, and its efficient, professional staff.

Considering guests as the backbone of the organisation, the IBEROSTAR brand and the firm's business strategy are aimed achieving customer satisfaction by providing the best quality service. In this regard, the company's staff--an innovative, multitasking team--seek to apply the latest trends in every field. Heavy profit reinvestment in hotel renovation and refurbishment is one of IBEROSTAR's key strategies to accomplish these goals.

The Apple and Iberostar websites boost: The world's most important tour operators entrust their clients to Iberostar, because its hotels are distinguished by: Meticulous care over service and a significant volume of investments in all the chain's establishments, allowing for excellent reception and treatment of guests Comfortable facilities with wide open spaces and modern decoration. Privileged locations of establishments, situated on the beach front with easy access to the main places in each town and surrounded by gardens and green areas.

Varied gastronomy, with exquisite buffets, traditional cuisine, cafeterias, pizzerias and theme restaurants. Qualified, specialist staff. Expert entertainment teams and sports and entertainment programmes.

Apple in its literature posted online and disseminated to travel agents boosts of Iberostar's superior service and quality of the dining facilities. Our complaint lies in the fact that the Paraiso Lindo is at best a 3 Star Resort and Apples rating system and their on line reports are disingenuous at best. As examples of the issues we had at this resort and with Apples misrepresentations: Food. My family and I have also been on a number of Cruises and have had an opportunity to sample cruise line food with both the middle to higher end cruise lines, traveled overseas (Europe, Korea, Ireland, Africa, Costa Rica) throughout the Caribbean (17 islands), Mexico, Canada and Bermuda and have had the opportunity to sample the local cuisine so I believe we entered into this vacation with reasonable expectations.

Prior to our arrival in Mexico we had no illusions that we were not going to be staying at the Hilton but expected that at least one of the 7 restaurants advertised at the Iberostar resort would be comparable to a 4 Star restaurant based upon Apples 5+ rating. We made a point of asking our concierge to book us at "sit down restaurants" as we did not want to deal with a buffet at dinner and based on the literature provided by Apple and Iberostar we were looking forward to 4/5 star dining. We understood that breakfast and lunch involved buffets and we were fine with that. Well, the food in plain terms was mediocre. It was difficult to find a decent meal. A majority of the food was either pre-prepared food that was then micro waved or reheated.

On our first night we tried the Italian restaurant and three of the 5 meals were just plan horrible. The other two ranged from "ok" to not bad with the "not bad" meal being the equivalent of a fast food chain restaurant (Applebee's, TGIF's). On our second night we tried the Steak House and the meat was tough and very greasy and the vegetables mashed and soaked in oil. Everyone was in agreement that no one had a decent meal that night.

On our third night we tried the "Gourmet French Restaurant" and again no one had a decent meal. The steak/tenderloins were tough, the fish was overcooked. I complained that night and was met with a number of apologies and a visit from the "Head Chef" but we were left with a situation where we needed to "find" something to eat at 9 am that was not Burgers, Carbs or a picked through buffet. On our fourth night we tried the Mexican Restaurant which we felt would and should be terrific in light of the fact that we were in Mexico. Well, it was horrible. Two of us had a lobster that had been cooked and reheated and was so dry that we gave up on trying to "dissect it". Our remaining three meals were again reheated and rubbery. We were once again relegated to the buffet to grab some grilled chicken and guac. Of all the restaurants this was the most disappointing as we expected a wonderful meal prepared by the "Iberostar 4/5 Star Chefs" and ended up with a meal that a wait person at Ruby Tuesday would have sent back.

On our fifth night we tried the fish restaurant and four of our meals were overcooked and rubbery which is hard to do with fish and scallops. My daughter had a nice piece of salmon and my vegetables weren't too bad. On our sixth night we went back to the "Gourmet French Restaurant" as the people we met at the pool and beach had warned us to stay away from the Japanese Restaurant with comments like "our meal was just plain terrible" to "we had to ask our waiter to please find us someone who could speak English and tell the cook to prepare a meal based upon our requests and not his interpretation of what a Authentic Japanese meal should taste like".

At that point we had a choice: back to the burger/chicken/carbs buffet or upgrade at a cost of $40.00 per person to eat at one of Iberostars two Five Star Restaurants at their high end Grand Resort. At that point in our vacation we did not want to spend $200 extra on a meal plus tip hoping that it would be better than the other 6 restaurants so we went back to the Gourmet French Restaurant and two of us had a decent meal in that the meat was not overcooked and the vegetables (which were steamed) were tasty. At this point our rating system had gone from - is it a 4 star meal to is it edible.

Seriously, a majority of our dinners were just plain terrible and most of the staff was oblivious. At the beginning of our 2nd visit to the Gourmet restaurant we were escorted into what was described as a "private" dining room which if you and your family were there alone with a waiter/waitress it would have been a fun experience. In our case the staff proceeded to break down the room around us as we ate and used the room to store then retrieve chairs, glasses and tables. Needless to say the constant distractions dampened any conversation and at times we simply had to stop talking until the staff had finished moving a table out of the area.

To add insult to injury, most restaurants had a buffet for your appetizer and dessert and were quickly picked over. The desserts were comparable to what you would receive on a low level cruise or the packaged dessert you would buy in bulk at Sam's Club. Most of the bread based/puff pastry desserts (cream puffs, vol-a-vue, pastries) were stale and hard to cut much less ingest. We had expected the food to be affected by the humidity and made allowances for that. But we found a majority of the bread /pastry products were not "freshly baked" and the bread they served was virtually tasteless. It was difficult if not impossible to get a salad unless you raided the condiment section of the burger buffet and used the lettuce, tomato and onion as a basic garden salad. A majority of the items in the buffets at lunch and dinner involved a lower cost cut of meat drenched in a number of sauces that ranged from very oily to low end butter substitute.

A majority of the cooks/servers in the buffet did not speak English so it was not unusual to get a mystery omelet if you did not sit there and make sure they put the requested items in. The lack of proficiency in basic English was really an issue at the bar. Now keep in mind, this is an all inclusive resort were we spent close to $10,000 for a week and a majority of the waitresses did not have a basic understanding of English. My son served as our translator but when he wasn't available we had a problem with the waitresses not understanding any request for any drink that was not a "straight rum and coke". On a number of occasions we were left with a decision as to do we drink the mystery drink or ignore the waitress and ask the bartender (who were usually very good to deal with) for the drink.

A major issue for us was the fact that a majority of the cooks/wait staff did not wear gloves and made minimal attempts to observe any sense of hygiene. I observed the cook at the omelet station cooking multiple omelets wiping her hands on her apron and sleeve, fixing her hair and leaning on the counter as she added one condiment after another without washing her hands or making any attempt to ensure that the raw egg batter stayed away from the utensils or food.

In fairness to the resort the waiters were very nice and most of them tried their best to make sure we had a nice dinner experience. However, whenever we raised a concern the response was always the same--we can get you another lobster/steak. If we just had a terrible meal for the 4th time and we can see the cooks preparing the meals (and know that we will receive the same thing) why would we try another reheated lobster? After the first time we "tried another meal" and found it to be just as disappointing we made a point of trying to fill up at the buffets and not anticipate a decent meal at night.

The resort did have a nice set up at the beach. If you have a family with a couple of kids that love the beach and burger and fries Iberostar does a nice job with the beach portion of their resort. At the beach you can enjoy great water, views, sand, semi comfortable beach chairs under your own umbrella and the wait staff will bring you food (burgers and fries) along with drinks all day. The beach also has fairly clean bathrooms and a number of activities that would keep your kids busy all day. The Paella cooked on the beach was a fun experience for everyone as the cooks made a point of getting the entire beach involved in the process. If you wanted to live at the beach, were not concerned with the above referenced dining issues and did not want any other activities I think you would have a decent time at this Iberostar resort.

In regards to our choices of restaurants, It was not until just before our departure did we find out that the resort had two Italian and two Mexican Restaurants and you had a choice of either the buffet or a "sit down" style. What bothered me was we made a point of asking for a "sit down dining style restaurant" and our concierge totally missed that point. I do not contribute his failure to make a reservation at the sit down Mexican/Italian restaurant to a misunderstanding or inability to communicate. Quite frankly, the reservation process for those restaurants involved an additional step and he simply did not want to take the time to make sure we got what we asked for.

Security

We all felt that the Iberostar Resort did a nice job with security once you were on the bus and/or in the resort. I had no problem walking around late at night and I felt that the staff were all trustworthy (by that I mean I used the safe in the room but did not have any issues with leaving money in my clothes in the room while I was at the beach or In the pool), the issue I had was at the airport. Immediately upon exiting the immigration screening section you were descended upon by everyone from baggage handlers, taxi drivers, time share resort salesmen to people trying to sell you anything you could think of. I think Iberostar/Apple should have had a representative at the gate (we arrived in a Apple chartered plane) to save us from having to fight these people off. I realize that everyone has to make a living but when you are trying to get your luggage and find the right exit while making sure your family stays together the last thing you need is a time share salesmen literally breathing down your throat.

Flight. Our flight was a charter booked by Apple that left Logan Airport (Boston, Mass) at 6:50 am which meant we had to get up at 2 am to catch the limo at 3 am to get to Boston by 4:30 am to allow us time to get through customs. My issue was not the 6:50 am departure, it was the fact that we arrived at the Resort at 11 am and could not get into our room or any room until 3 pm. If Apple is booking the charter and as such they know exactly what time we will be arriving to require us to sit around for 4 hours in 90+ degree heat until our room is available is unacceptable.

They could have made arrangements to have our luggage brought to an area that had showers so we could have changed into our bathing suits and gone to the beach or pool for a few hours or made a number of excursions available to fill that void. We would have been more than happy to pay an additional fee to fill the gap with something productive rather than sitting around for 4 hours.

Room Service/Chamber Maids/Cleanliness

We were very frustrated with the chambermaids as they basically cleaned your room when they got around to it. There was no definitive schedule so you could not plan on taking a nap, playing cards or watching TV around the scheduled maid service. Our chambermaid would arrive somewhere between 11am and 5pm. Now, when you are trying to get showered and dressed for dinner and the chambermaid shows up after 5pm to clean your room and it would take them anywhere from 50 minutes to 1 hour to clean it that creates a problem as our schedule is now impacted by theirs. Overall; a. The room was not "**** and span" it was clean, b. We did not have any local critters so that was nice, c. The air condition ranged from "kind of working" to being ok,

d. The room was all tile so it was very slippery when wet which present a problem when you consider the humidity in Mexico and the fact that this resort is a pool/beach based resort. We witnessed a number of people slip on the wet tile and take a nasty fall. This resort had very little to no carpet and due to the presence of the tile you were always watching were you walked due to the fact that the tile was so slippery. If anyone in your party has a walking disability I would not recommend staying at this resort as they will have a difficult time getting around due to the slippery tiles unless they stayed at the high end Grand resort which has carpeting and due to the fact that it is an adult only resort you do not have to deal with kids running from pool to pool to their rooms getting the floors wet.

e. Most of the chambermaids did not understand English so you needed to get a hold of the concierge to get almost anything done to include having the maid refill the bottle water in the refrigerator, get an extra pillow etc. f. The resort was quite large so you had the opportunity to request that a golf cart pick you up an drop you off at your destination. This was a pleasant surprise especially if you were dressed up for dinner and did not want to arrive at the restaurant soaked due to the near 90 percent humidity. The problem was waiting for a golf cart or the train. If you called from your room they would be there anywhere from 5 to 20 minutes and were very accommodating. If you were on the grounds of the resort and waited at the train stop or in front of the shopping center you could be there for quite some time as they did not keep to any regular schedule so in most cases it was quicker to walk.

g. When you ordered room service you got your food within a reasonable period of time but it was not always warm (forget hot) and they usually did not bring any condiments. h. As I had stated above we were taken back by the lack of cleanliness. To be clear the resort is very well maintained. Iberostar has workers on site all day cleaning, repairing the facilities. Our issue was with the people handling our food. It was clear that a majority of the people working there did not understand or if they did did not care about the transmission of viruses and transmitted food borne illnesses. You can dress someone up in a nice white chefs uniform but if they won't wash their hands after touching eggs, poultry or rare meat before preparing your meal then there is an issue.

Entertainment. The entertainers were local and most spoke pretty good English however their "Hollywood reviews/stage shows" were equivalent to a High School Musical (my apologies to Disney). In some cases they had an entertainer who did a very nice job but that was the exception. In our case the onsite entertainment was not on our radar screen when we booked this resort so it made no difference to us.

If you are looking for a cruise line quality production you will not find it here. The TV is ok, a majority is in Spanish of course. A majority of the TV shows are old and the movies are at least 2 years old. As this is a beach resort we did not expect to have HBO but it would have been nice to have that option.

Complaints. There were a number of times when we had a legitimate issue which did not get addressed due to Iberostars failure to have anyone with any authority on hand. Specifically, we had a number of what we considered to be legitimate issues to include; a. The low quality of our meals, b. The concierge failure to book us for a "sit down restaurant" despite two requests, c. The fact that we could not get dressed for dinner at 5:15 due to the fact that the maid had just started to clean our room and we had to go searching on many occasions to find a maid to get refills (toilet paper, towels), d. The fact that the grounds people decided to spray for bugs in a populated area as we were going from one resort to the other and despite the fact that they could see us approaching continued to spray in front and behind us which resulted in us having to deal with the bug spray/fog for about 100 yards, e. The fact that a employee had charge my daughter $8.00 (American) for a bag of cheetos, f. The fact that we did not have hot water in our bathroom for most of our stay, g. The fact that the train operator had failed to make his scheduled pick up at the shopping center requiring us to walk back to our section of the resort,

When we asked for a manger the front desk representative suddenly developed amnesia and her English immediately began to deteriorate. We had to ask her twice before she approached another front desk employee who then started to giggle (seriously) and told us they did not have one. At that time she told us she could take our name and have a person from PR speak to us later. We did not hear anything and when we had the issue with the staff members dismantling the dining room around us at 7pm (during our meal) we went back to the front desk and was asked to wait a few minutes and a representative from PR would be right over to talk to us.

The young lady from PR showed up about 10 minutes later and was very attentive and apologized for the quality of the meals and the fact that we were not "having a good time". She told us she would have to turn this matter over to her supervisor who was not there and that her supervisor would be back the next day between 8 and 9 am and that the supervisor "would contact us as soon as she was in". The next day I sat in my room from 9 to 11:20 am waiting to hear from this "supervisor" and after leaving a message with our concierge left for the beach to join my family. Upon our return late that afternoon we had a message left for us on our bathroom sink that the PR supervisor had called to talk to us at 11:30am and that we could go to the front desk to meet with her.

At that point I was disgusted with the whole process. I expected the "supervisor" to contact us when her subordinate told us to expect a call--not 2.5 hours later and why would I at 4pm have to rush up to the front desk (a decent walk) to catch her before she left for the day? It was clear to us that we had received lip service and would continue to receive the same treatment. From that point on we accept the fact that the representations in Apples web site and in their literature had been grossly embellished and that Apples rating system had no direct relationship to the actual service at the resort. After returning home I contacted both Apple vacations and Iberostar with my concerns and never heard back from either group...a fitting end to a subpar vacation.

We just got back from staying at the Riu Playacar in Palaya del Carmen and were very disappointed. Let's start out with the bad. #1 - the beach was closed for 5 days after we arrived. This is a public beach and under the control of the Mexican government. But the staff tried to lead us to believe that they just showed up and closed the beach (for reconstruction from the last hurricane) without notice. What surprised us the most is that the other tourists from Great Britain have already known the beach being closed even before they left home. The travel agent told them beforehand. Our entire vacation was built around laying on the beach and going snorkeling. That wasn't going to happen until day 6. Moreover, we had to walk several miles in the heat to the other beach locations, which were changing every day. No shuttle or transport has been provided and I cannot walk so far in the heat because I was 7 months pregnant.

Restaurants: I saw roaches in both restaurants - La Porsche and Torquesa. It is very hard to understand how people can eat there and not complain. The drinks were of very poor quality and brands. They tasted like soap. We were afraid to be poisoned, and did not risk to even get any drinks at all. Pool area: I was disappointed that the pools are overcrowded with very hot contaminated water. We got ear infection after the 2nd day we stayed there. Also, you need to have cards to get a beach towel. And there's not enough beach chair or umbrellas to protect you from the sun.

Bath Towels: It's time to get some new ones. The ones we had were raggedy and faded. Those are definitely not the towels I'd put out for your guest unless they are homeless. The guests of our hotel did not have the towel service in the other 2 RIU resorts they went to when the beach has been closed. You had to walk 2 miles to the beach to find out you cannot get any towels there and stay this way or walk back to pick up one, which is ridiculous!

Room: The air conditioner just barely worked and sounded terribly loud, the shower did not drain, and there were no light fixtures there. So, we had to take a shower in a completely dark space. We had to ask them to provide the missing screen to prevent more mosquitoes from flying in. The beds were hard and very uncomfortable. The room we stayed in was in need of a good deep cleaning. There is going to be some mildew. But the ceiling in our shower definitely needed to be cleaned from mold and repaired. The grout in the rest of the room (especially the bathroom) also could have used a thorough cleaning.

Additionally, our shower did not drain properly which left us standing in about 4 inches of water each time. We have been awakened all the time by loud voices and other sounds, as the walls were so thin. We experienced a constant noise coming every night from the 3-hour shows from outside and the huge machines working on the beach all night. The room had a terrible smell we could not get rid of even when the doors were open. All our cloths smell the same way now and needs dry cleaning. I am afraid it is more than that because of the mold.

It's a terrible place. I would not recommend it even to my worst enemy thinking of traveling there. The Riu Playacar is very old and definitely not a 5-star resort. It is more like a star resort. All our 10-day vacation has been wasted as well as the money. Apple offered $100 coupon for the next trip to compensate us, which is ridiculous!

My boyfriend and I booked a vacation at the NH Real Arena in Punta Cana. While we were at the hotel, during a hotel event poolside, my boyfriend broke his arm. We had to take an ambulance to the hospital and were told he needed surgery there. We decided it was best to fly home. The very first day we arrived, Carolina, the Apple Vacations representative at NH Real Arena, told us she was accessible 24 hours a day. That proved to be wrong. When we finally got in touch with her, she advised us we needed to handle everything ourselves even book our emergency flights, all while my boyfriend was in tremendous pain and I was in shock.

I finally booked our flights and the next day, we needed the transfer to the airport that was included in our package changed. I again could not reach her for over an hour and we could have missed our flight. We had an emergency situation and she advised she was available 24 hours a day and completely was unavailable and not helpful at all! My boyfriend was in tremendous pain while I was in a state of shock in a foreign country which resulted in extreme emotional distress.

My family and I have always enjoyed our stays at the Iberostar Tucan, and have used Apple Vacations countless times without any cause for complaint. However, recently we have been less than pleased with the service we received. We booked our vacation on the 7th for a six night stay that would occur between the 24th and 30th of January. From the purchase of our tickets to our arrival at the check-in counter of the resort, not once did an Apple representative even mention the beach construction despite the construction starting three days prior to our arrival.

The construction would only come to our attention when we stepped out to the beach and noticed it blocked off and littered with heavy Caterpillar machinery. We inquired about this inconvenience with the Apple representative at the resort, who offered us a transfer to a different Iberostar. Unfortunately, our previous experience a bigger Iberostar complex did not please us, hence why we specifically chose to have our stay at the Iberostar Tucan.

After our polite rejection, the representative went on to try and sell us an excursion package to Tulum, rather than continue to deal with the issue at hand. At no point did this said representative even mention the free shuttle that would take us to another resort, so we would spend the day on their beach. However, wasting an hour each way driving just to spend time at the beach was not part of the deal I paid for.

Throughout our entire vacation the beach was closed, and the machinery was used throughout the entire day, making it impossible to sleep at night. I would like to know why Apple did not warn us of these proceedings, given that Apple and Funjet were given warning about construction in the Rivera Maya hotel zone. Seeing as I paid for insurance and could've moved my vacation to a different time, I feel that Apple has failed a loyal customer. I cannot fathom though why Apple would act so negligent given that Funjet alerted all their customers beforehand. We wasted time and money that we paid for package.

We were there 1/23-1/30 2010 (Dreams Palm Punta Cana) I also was there when it was called (Sunscape). I've been on many Apple vacation, question is, "Will I again? Your response and action depends on it. When at the resort that was stated a 6 apple resort (in my opinion 4 apple) I and many others at the resort got very sick, some more than others (I stayed in bed for 3 days with 2 doctor visits and a shot of saline in my buttocks and also he gave some pills for the gastriel infection and dehydration etc etc etc. The doctor was a very nice man came to my room because I had passed out 3 times that evening.

Well, you can see where I'm going with this. It was not an ideal vacation. Now, the hotel management were very concerned and did everything they could to make a bad situation tolerable. When I finally was able to get around, I went over and I tried to inform your representatives of the illness and how the management tried to accommodate me. She just gave me a blank look (like a cold fish) not for myself only but all the others who got ill. Now, I know she may not have known at the time but she did know there were people dropping like flies from being ill. This is unacceptable and needs some attention on your part and I would like to see how you plan to deal with this and how you think a compensation is required.

Physically, I lost 15 lbs. in a 12 hour period and still after week has gone by, I'm still a little weakened and economically being sick 4 days out of 7 short changed mine and my wife's time vacation, and do you really think that place is a 6 apple. I don't.

I was booked with 7 other guys on a golf vacation to Punta Cana. We were to leave at 6:00 AM on Monday morning Feb 23. Unfortunately, I slipped on some icy steps on Friday evening before . I thought I had sprained the ankle badly. I did go to an urgicare center on Sunday afternoon and found that my leg was broken. The doctor of course said that I could not go on the trip. I called the guy who arranged our trip with the travel agent and Apple.

He sent an email to the travel agent stating that I could not go on the trip. I followed up with her on Monday morning and found that we should have called an 800 phone number. I was considered a no-show and consequently was told that no insurance claim would be paid. The only insurance documents that we received were with the tickets and vouchers that our arranger had. He had not read the small print in the paperwork.

I think the insurance should refund my $2068. Having sent an email to the travel agent and following up on Monday morning seems like appropriate notificatioon to me.

appl e vacations sold us travel insurance they told us that we had to purchase this insurance because we were going to another country! well they told us if for any reason we had to leave our resort because of illness or someone at home was sick they would compensate us! we had to leave vacation earlier flight on last day! our flight was supposed to leave at 330 afternoon. we had to leave earlier in morning because mother in law was taken to hospital and was in intensive care.

our apple representative was no help. we had to call airlines and change flight ourselves at a cost of 150.00 each! so now we have paid a total of 540.00 because that bogus insurance wouldnt help at all. they said to contact our travel agency when we got home. well they claim there is nothing they can do! I asked our travel agent why she made us buy useless insurance, she didnt know! we are very upset about how they can get away with this! there should be a law that protects consumers against this!

we are out a total off $540.00!

When we arrived at the hotel we were told our room would not be available for five hours. No apology. No compensation. This was observed through out the duration of our stay. People everyday waiting for a room.The Apple rep was useless. At the buffet half the food items were not labeled. At check-out were never asked about our stay. No thank-you...nothing. I will never return to that or any Riu hotel again. I will never book another vacation through Apple.

We arrived at BWI for a 9:00 flight with a contecting flight to Charlotte, and from there to the Dominican Republic. Our flight was cancelled due to the plane having mechanical issues. We were told by the gate personnel to sit and wait until we call you. So we waited. When we know that it was going to be close and we would lose our connecting flight, we went to the counter and were told to SIT DOWN. Ten minutes later we were told that all international connections must go to the front check-in counter. So we did. When we got there I was yelled at and told to get out of line! They were extremely rude! We finally got a flight out at 2:00 and were told we would have to chase down our luggage in Charlotte because it went on the plane without us. It was the wost experience I have ever had. We finaly got to the Dominican Republic 27 hours later. We lost a day at the resort in which I want reimbursed for! There were four people in my group who went through this.

We booked an Apple Vacations trip to Mexico In August, 2007. The trip was scheduled for Oct 20 thru Oct 27th, 2007. We booked with Apple with the understanding that they have a price guarantee. I contacted Apple Vacations at 11:56 am (CST) on Monday, Oct 15th to inquire about the price guarantee because I noticed on the internet that the price had dropped on our Mexico vacation package. I was advised by one of their Representatives that indeed, our package price had dropped $400 per person. I was advised that the guarantee would be processed and would be applied to our Mastercard. Several weeks later, I had not received a credit on our Mastercard. I contacted Apple Vacations again and was advised that I needed to wait 1-2 billing cycles before this credit would be applied (apparently, I reached the Chicago office) Again, our billing statement arrived, and we had no credit on our Mastercard. I contacted Apple Vacations again on November 28 at 3:00 pm and spoke with Megan. Megan advised that the price guarantee was never processed, and in fact, there was no record of my call. I asked her what Apple could do for me now? Could they look up the call that was made and find out why the price guarantee was never processed? She stated that Apple Vacations does not record their calls. She also stated that there was nothing Apple Vacations could do for me now, because it appears that I had never called regarding the price guarantee. I advised Megan that I would not accept her answer. I would not lose $800 due to a mistake that Apple Vacations made.

I asked to speak with a Manager. I then spoke with Harold. Harold advised that the only thing he could do was to see if they could pull a report and show if I ever did call Apple Vacations. I gave Harold the phone number that I called from. He stated it would take one business day to run the necessary report and he would call me back. On 11/29/07, Harold did not contact me. On 11/30/07 at 3:10 pm (CST), I contacted Apple Vacations again and reached Allison. I asked to speak with Harold. He was on another call, so I left my name and number. Allison advised that he would call me back after he was finished with his current call. Harold did not return my call. He did not even call me to state that he was still working on the issue, and apologize for the delay. He simply didn't call. We spent $3200 on a vacation with Apple. We just want the $800 that was supposed to be processed on Oct 15, and clearly, no one is anxious to help.

I lost $800.

I have had a Hawaii vacation purchased from Apple Vacation. The itinerary they sent us contains wrong time of departure. When we came to the airport and figured that our flight left 20 minutes ago they simply refused to even talked to us. The phone provided by Apple Vacation doesn't have any support option - it's only for sales. I got stuck in the airport WITH 10 MONTH OLD kid in my hands. Just for your information - there is no air conditioning outside of KUAI airport, no water and no any other conveniences - everything inside but without ticket you can't pass security.

American Airline representatives refused to help us because we had a special bulk ticket purchased by Apple Vacations and thus can't be re-booked without Apple Vacation representative.

Anyway as result of long conversations with answering machine and couple of persons who hanged up on me I have got connected to someone called Jennifer S. from Philadelphia office who simply told me to get away, purchase a ticket and fly back home by myself.

After 4 weeks wait time and complaint sent to them I have got return for tickets I've purchased and so called certificate for 100$ expired in 1 year that I will not able to use for obvious reasons. In addition to this useless papers they sent me a letter with false statements regarding a reasons of they mistake in my itinerary.

I feel this kind of customer care is abusive and not even close to trying to resolve the problem I have had with them. In addition they should clearly state that they ARE NOT PROVIDING ANY SUPPORT TO THEY CUSTOMERS IN CASE OF EMERGENCY.

Apple Vacations requires 100% of payment well in advance of your trip, so if anything happens, you have no recourse for remedy. Their response is to buy their vacation insurance (which they profit from). Obviously, it is a must when you travel with Apple Vacations to purchase their vacation insurance because things, more often than not, will go wrong.

My son was scheduled to leave on a flight from Cleveland, OH to Puerto Vallarta, Mexico with 12 of his friends for their senior spring break trip. This trip was highly anticipated and a once-in-a-lifetime experience which he worked very hard to pay for.

This trip has turned into a trip from hell from what should been a wonderful, enjoyable relaxing vacation with his best friends to celebrate their upcoming graduation.

To begin, the flight was delayed 11 hours and departed Cleveland, OH at 3:25am on Saturday March 24, 2007. During the flight, a passenger announcement was made saying that bags were taken off the plane (because of weight and safety issues), and that they would arrive later that day or Sunday March 25, 2007 at the very latest.

When they arrived in Puerto Vallarta, my son learned that his bag was one of the bags taken off the plane, not because of a mistake or oversight, but because of a deliberate decision by USA3000.

When his bag again did not arrive on Sunday, the Apple Vacation Representative, told him that it would be there the next day, Monday March 26, 2007.

My son's bag did not arrive on Monday, at which time the Apple Vacation representative again informed him that it was now scheduled to arrive the next day, Tuesday March 27, 2007. The bag was to arrive on a charter flight from Chicago which was to arrive in Puerto Vallarta at 9:30am. They promised that his suitcase would be at his hotel by 11:00am. My son's bag arrived at his hotel lobby at 3:00pm. At this point, his vacation was half over.

This situation is inexcusable. After speaking to the concierge at the Buenaventura Hotel, the Apple Vacation representative in Puerto Vallarta and the customer service center for Apple Vacations, I have ascertained the following: USA3000 Flight #414 was too heavy to take off and the pilot requested that luggage be taken off the plane for it to depart. I was told that during this time of year when USA3000 is booked with spring break travelers, this occurrence is not unusual. Since this is a possible occurrence, then procedures must be in place to reunite USA3000 travelers with their luggage on an immediate basis (within 24 hours). Four days later is unacceptable and utterly ridiculous.

A vacation is not a vacation without your clothes, bathing suits, sandals, toiletries, etc. This is like asking a baseball player to play the game with a bat and no ball. It cant be done.

To make matters worse, my son wears disposable contact lenses which were packed in his suitcase. We were concerned about packing them in his carry-on bag because of the new flight regulations concerning liquids.

My cousin booked a vacation package through a travel agency(Liberty travel)with Apple Vacations.On 03/15/2007 I contaced the travel agent and added someone to the room therefore the deposit for an added individual was $125.00. I gave the travel agent my debit card information to make the transaction she forwarded the info to Apple Vacations. They debited the deposit of $125 plus the entire vacation package $1388 out of my bank account.

I was not informed by no one of this MAJOR error I happend to log on to my Citibank.com and noticed all of this money was taken from my account. I immediately contacted the travel agent and she gave me the number to Apple Vacations. I called and someone by the name of Howard or Harold answered I explained the situation to him and he told me he doesn't deal with customers only the travel agent. I then hung up and contacted the travel agent so she could call. We did a conference call and she explained the situation to the next individual that answered the phone they stated nothing can be done a credit has been issued and it will take 3-10 days to process.

When we left for our trip I pulled the wrong birth certificate & had to return home. We missed our initial flight by 10 minutes. Delta told us they could not accomidate us on any other flights because our tickets with our package were bulk tickets. They suggested I call the 1800 emergency #. At this time it was 7:10 am and Apples does not open until 9:00 am.

I purchased insurance so I called the insurance line. They were unable to assist me but gave me a number of a on call person from Apple. This person was upset that a consumer was contacting her because she only deals with Apple/ or Travel Agents & hung up on me. I called the insurance # back & they assisted they could be not help.

By this time it was around 8:00 and I went from counter to counter asking what the fares would be to better assist Apple. US Air & Continental agents both were suprised that our tickets were no good. They said as long as you get to the airport within 2 hours of your flight you will be put on the next flight. It's called the flat tire rule. I went back to Delta to double check & they said NO - your tickets were purchased in bulk & ARE NO GOOD!!!

I called Apple at 9:00 the apple attendant told me that she could not help me that I need to talk to my agent. I asked if I could talk to a supervisor because my agent does not open to 12:00. She got back & told me she talked to a supervisor & that they said I have to talk to my agent.

By now it's 9:20. Continental has a flight leaving @ 10:00. I called back the insurance # (by this time I have lost composure - unfortunately I'm doing a little crying) I review my situation & asked if they document our conversations & do they think I had a good chance of getting reimburst for these tickets. -- oh by the way they also called the on call person after me & was hung up on as well & then this person left their phone off the hook. They assured me that I had a very good case. 1) because my ticket should of been good & 2) no one was helping me - they were shocked!

and it was a horrif experience. I had 16 FAMILY Members flying in from all around the country to meet at the OASIS CANCUN.

Apple assured me this would be no problem. When we arrived we had no rooms due to 130% overbooking and they tried to fly us to Jamaica, Dominican Republic and the Bahamas (but not the whole family!!!) It simply gets worse from here but Apple contacted me with a letter dated September 8th, 2004 letting me know they were very sorry and were investigating this. It was signed by Joan Bennett and had a case number.
I have now called Apple and Joan Bennett and have yet to recieve any response. Even the Travel Agents (Julie) have been trying to get Apple to resolve this.

My entire Family (Both Adults, Teenagers and a handicapped in-law had no rooms to sleep in!! I had to bribe the local workers for cots to sleep on.