This company is not yet accredited. To learn more, see reviews below or submit your own.
Keep an eye on your inbox, the lastest consumer news is on it's way!
A link has directed you to this review. Its location on this page may change next time you visit.
If I could give them negative stars, I would have. First of all, we were sold Dreams Sands in Cancun as a "6 golden apples" resort that is totally better than the Iberostar properties on Riviera Maya. We paid the price accordingly. Well, upon arriving to the said resort with four kids in tow, we discovered a tiny place with a single correspondingly tiny pool and a knee-deep "beach". In fact, we were told, that this so-called beach is an extension of the kids' pool. The rooms were shabby, small, and to add insult to the injury, we got thunderous AC in them. I spent half night trying to fall asleep, unsuccessfully I must add.
Our all-included food choices were limited by a single place. Unlike other all inclusive resorts we stayed in, this one required a check-in at the front. So, we had to stand in a line for about 10 minutes before getting a table. The food choices were limited and sub-par. Anyway, the very day we arrived, we decided to seek Apple Vacation's help in moving up to our usual Iberostar resort. Called them and got the messages honestly warning us that the wait time would be 290 minutes. Yes, it's two hundred and ninety minutes.
Pro tip here: if you find yourself dealing with Apple Vacations and you are trying to reach a customer rep, don't bother with the "existing reservation" option. Just go with the "new reservation" - it has far shorter line and you will just give them your booking number. Anyway, we resumed our quest the next day. Cornered the Apple rep at the resort. And he just outright told us that he couldn't help us, since we didn't pay money to him. So, we tried calling the Apple Vacations customer service again. The wait time was 60 minutes for the new reservation this time around.
Finally, got through, did some blah blah blah with a rep. Were told to go pound the sand, insisted on changing the resorts, were told to talk to the hotel manager, waited 2 more hours to find this manager (who, by the way, turned out to be the most helpful in this whole nightmare of a vacation), got a letter from him saying that he's Ok with us leaving.
Now armed with this absolution letter, back to the Apple Vacations rep, he spent another 2 hours getting through to his office. Finally, we had to pay $2.5K extra to switch the resorts. But you know what, it was worth it all in the end. We were able to get a vacation, at least. And we learnt an invaluable lesson - NEVER EVER to have any business with Apple Vacations. They will take your money, but good luck clawing it back from them even if you're sold a lie.
Please beware. Do not do business with them. They are horrible... Book a trip with them and found out a two month within booking I had to have surgery so I cancel my vacation with them which there was a $45 dollar penalty and I was suppose to be refunded 80 bucks. They spin me around for a month. Until this day I yet to get my deposit. You are better off going to a real travel agent near you. They don’t charge you anything to book you a vacation... Then that also said it was on my bank behalf the reason of me not getting my refund which was bull. I been with this bank for over 10 years. No error of that kind has been made.
We paid for our vacation at 5 Apples Resort 2 months in advance. When we arrived to the hotel we found out that there is a problem at the beach that was going on for about a month (dirty water, sewerage smell, tons of seaweed, a black sand, and a construction work). We got a beach front rooms so the smell in the rooms was as strong as at the beach, as well as the noise up to 11:30 pm. After trying to change the hotel the next morning based on the fact that Apple failed to give us any notice, we discussed this with Apple rep and the only option provided was to pay an extra 3k for a family of 4.
All our questions about safety of swimming and any water probes for bacterial range taken were ether ignored or answered like "this is ocean, its big and changes too fast". My mom had a leg injury (torn tendon), so the whole idea of taking vacation was to get the benefit of seawater healing properties, not to be at the pool. We asked if the hotel can accommodate some kind of transportation for her (she was using crutches) to the closest clean beach about 1 mile away but were told that if something happens an insurance is not going to cover it, so no.
To be fair, I have to mention that hotel manager was nice with us and tried to make us happier with the stay by providing a 25 min massage for our family. Apple Vacations from their side did nothing! No refund if we were to leave the first morning, no discount, no change of the hotels without a huge additional fee, not even the opportunity to talk to the manager (we were told he is not at work at the moment for a few hours until we stopped trying to reach him).
We just booked a 5 day vacation for 2 to Puerto Vallarta through Apple Vacations, everything from cheapest seats on the flight to the worst upgrade of the room.
The whole experience was a disappointment, coming to find out we could have had the same hotel room and the flights for $900 less than what we paid Apple.
Don't waste your money doing business with them. We booked 7 nights 5 Apple Square Deal for Punta Cana for December 1 to Punta Cana. On November 30th Apple Vacations called to tell us we were going to be sent to Sunscape Dominican Beach, which was not truly a "deluxe" resort. This place is 2 star - not 5 stars resort with bad service, very poor variety of food, destroyed beach area and dirty water. I called back to customer service and asked them to change resort cause we paid for 5 stars but they told us it's already late and everything is booked at this time and if we want to go to different place we need to pay extra. So it was our last deal with Apple vacation and I will post everywhere, on Facebook, on Instagram, I'll tell all my friends never have a business with company who is lying to their customers!!!
- 1,346,100 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
Dreams Palm Beach Punta Cana. Pros: 20 minutes drive from the airport. Good food, fine sand on the beach, clean sea. Cons: Resort overall looks like a Motel 6. Been to many Apple Vacations resorts, I would rate it as a 3 red apples.
This is my first time booking with Apple Vacations and I can assure that it will be my absolute time. First, unless you are making a payment it is extremely difficult, to get through to someone to speak about your trip. In January of 2019, I will be using the service of this company, for a girl's trip celebrating my friend’s 40th birthday. During the course of planning this trip, I have experienced talking with some extremely unprofessional Customer Service Representatives and one very rude Accounts Payable Representative Ann **. After trying to reach, someone in the Finance Department for months, Ms. ** called and demanded final payment. I have NEVER spoke with such a rude agency representative in my life. Based on the level of customer service (or lack thereof) I received from this company they will never have my business again.
Don't waste your money doing business with them. They sold me a room which was not an option when we arrived in the Bahamas. Even they send me an email with screenshots from the website that prove my case and still there was a 0 support when I called the hotline or when I reached over the email.
Please think twice before booking a group with Apple Vacations. They are very difficult to deal with. Their contract is confusing and the gross does not include all fees and taxes. Usually gross is the total due. Their representatives are not helpful and hard to communicate with.
Unprofessional Apple Representative - Ocean Riviera Paradise - Our family has only booked through Apple Vacations when traveling to all inclusive destinations and we have never had issues with Apple until this recent trip. My husband visited with the Apple Rep the morning after we arrived to confirm our pickup time for August 11th to go back to the airport. The time he says he was given was 10:50 am. We did go back to let the Apple Reps know about the disappointment with Dolphin Discovery and confirmed our pick up time. I thought I also heard 10:50 am. But this could have also been due to my husband already telling me the time. The day of our departure, we had our suitcases out in the front lobby at 9:00 am.
We went to eat and was back sitting in front of the Apple Reception area at 10:15 am. By 10:35 am we went up front to the main lobby to await our shuttle. By 11:00 am, my husband went back to the Apple Reps who told them our pick up time was 10:20 am - not 10:50 am. I am not sure how there was a mix up between the two times 10:20 and 10:50, but there was. Needless to say, we missed our shuttle because we were sitting in front of Apple Reps and not in the front lobby. Why would the shuttle driver not call the Apple Reps??? All they had to do was simply call out our names! There were two Apple Reps assisting my husband when I walked back there. One was on the phone speaking to shuttle services while the other, Giovanni was being very unprofessional.
The conversation did get heated and Giovanni told my husband that we would be responsible for a taxi back to the airport. Giovanni looked right at me and told me that he personally told me 10:20 am. This immediately struck a nerve with me as I had never seen this individual before. I specifically remember the very nice gentleman that was on the phone from the day prior. I am sorry I do not remember his name and wished I had wrote it down as Apple needs more Reps like him. Both my husband and I walked off. I asked the front desk to call me a taxi. Due to us having 6 people, this was going to cost $107 dollars. Both Apple Reps walked up to the front lobby and the nicer gentleman was still on the phone and advised my husband that they may have found another shuttle to take us.
I walked over to both Apple Reps and asked if I needed to cancel the taxi. While the nice Apple Rep was still on the phone, I told Giovanni that this is ridiculous that the times would get mixed up like this. Giovanni raised his voice and again told me he personally told me 10:20 am. I denied our alleged prior encounter and I yelled back and asked if he was calling me a liar. Giovanni became hostile to say the least and caused a scene and started yelling at his co-worker to "get off the phone immediately and do NOT help these people". He kept yelling at his co worker to hang up the phone. My mother had to walk away with our three children because of Giovanni becoming very agitated and unprofessional.
I will admit that I yelled back at him because he WILL NOT speak to me in that manner. I am his customer and for him to be that disrespectful to both my husband and I in front of a lobby full of vacationers is unheard of. The nice Apple Rep did confirm that there unfortunately was no shuttle available and that we would be responsible for the taxi. He did confirm that I could pay the taxi driver with a credit card and for me to contact Apple to seek reimbursement.
The taxi drove us to the airport and when I handed him my credit card he told me he did not accept credit cards! I found an ATM but unfortunately the ATM did not provide US Dollars and gave me $200 pesos. I had to find another ATM on the other side of the airport. By time I was charged two ATM transaction fees $15.00 each, plus $2.50 each from my bank and got out the $100. Luckily we made our flight but not without a lot of stress and my kids getting all upset and overwhelmed thinking we were going to be stranded in Mexico.
I contacted Apple and wrote them the same review as above and there was NO apology for Giovanni. Apple responded that they needed to see my receipt from the taxi driver... Obtaining a receipt was the last thing on my mind when we were already late getting to the airport and me trying to find an ATM with US dollars. Needless to say, I never heard back from Apple. Apple Vacations has lost our business after 15 years. I am not worried about the taxi reimbursement but to not even get an apology for being yelled and screamed at by one of their Representatives in front of little children is insane.
Just try to call them first - it will take 40 minutes. They sold me oceanview suite for 3 persons and there was pool view room (technicially you could see ocean in a distance) but room has 1 king size bed and they said that’s normal.
After spending many hours to book my family vacation with an Apple representative over the phone. Carefully going over every detail to make sure everything I was paying for would happen, I was deeply let down by what I actually received. First, I paid for direct pick up service from the airport to the hotel. That did not happen, we were shuttle bused with many stops along the way. Very frustrating as we were the last to be dropped off not to mention the countless hours to arrive at our hotel. When we finally arrived at the hotel and entered into our room we were deeply dissatisfied. What I purchased and was told our room would be was nothing of the sort. I was told there were two bathrooms and a multi level room. The actual room we had to stay in only had one bathroom and 2 beds pushed next to one another.
When I was booking this vacation with a live Apple representative, I mentioned the countless complaints I had read on all the review sites. The Apple rep assured me that if there any issues to call them and they would take care of the problem. After sitting on the phone for 45 minutes an option finally came to leave my name, number and booking reference number. The message said, "We are busy helping others at this time, we will have someone call you. Please leave your number." So I left my number and the recording even read my number back to me. I am still waiting to hear from Apple. I also repeated this process the next day with the same response... NOTHING!!! I will not book another vacation with Apple. I will recommend others to NOT even attempt to book their vacation with Apple. They truly are dishonest and a total waste of money. STAY AWAY FROM APPLE VACATIONS.
Our flight from BWI to Punta Cana was delayed 4 hrs because they said they needed the plane elsewhere. I have video of the pilot loading the baggage into the plane to speed things up. Return flight was delayed 7 hrs. Stuck in hot lobby of resort for 5 hrs. Seating on plane is so cramped you can't even fit a small bag at your feet. Never ever book an Apple Vacation which uses Swift Air.
Paid for upgrades, did not get. Water leaks everywhere, balcony, skylights, light fixtures, ceilings, 4" of water in room. No one cared. Contacted Apple, no response. BEWARE of Apple Vacations and Grand Oasis Cancun.
Although insurance was purchased for our trip, AV did not compensate us for delayed flights and sleeping on a floor at the Atlanta airport. Will never use this company again, and will advise my friends and family to book their vacations through another company. They blame TripMate for not reimbursing us. How convenient to wash their hands off the problem by blaming someone else! They are so nice to you when you give them your money. When the time comes to be responsible and reimburse people for delays and such - all of a sudden there is no way to do so and the only answer you get is "the decision was made". Embarrassing! Please beware: just because you are purchasing trip insurance, it does not mean Apple Vacations will hold up its end of the agreement.
My fiancé and I just returned from our trip to Punta Cana. Our flight was through Swift Air out of Cleveland Hopkins Airport on Saturday at 7:00 am. There was a delay which was not communicated very well while we were at the airport; we heard several different excuses; from they had to find another plane to they had to get a new crew to they had to get the current crew rested. The delay was from the very start and they stated we would not be leaving until 8:00 am which then turned into 11:00 am. I’m glad we upgraded to first class due to the fact the plane was very old and uncomfortable; the stewardess’s were not very attentive throughout the entire flight and ran out of ice 2 hours into the flight.
When we finally arrived in Punta Cana at 3:30 pm we went through immigration and customs and were the first to arrive on our bus to take us the resort. We were on the correct bus and were told to get on the bus by an Apple representative; I believe it was bus #21. We waited on the bus for nearly 2 hours to get to the resort due to the fact that we were waiting for 1 more couple to arrive. The bus had at least 30 people on it who were VERY eager to get to their destination. The Apple Representative was an ** woman who was EXTREMELY rude and disrespectful and kept saying... “This is not my fault, there was a plane that was delayed and we know about it. You think we weren’t waiting for you guys as well?”
One of the other passengers said to her; “This is money that we are wasting by not being on our vacation and sitting here on this bus!” She said back to him, “You think I like waiting for planes to arrive all day? WE WERE WAITING FOR YOU THIS MORNING!” It was as if we caused her some inconvenience by our plane being delayed yet she was still getting paid. The bus driver was very friendly and kept trying to get the woman to let us leave and get to the resort since we were only waiting for 2 people who may or may not show up. Needless to say after 2 hours of waiting she FINALLY let us leave and the other couple we were “waiting for” never showed up to the bus. We had asked our representative before we finalized booking if we should take an upgraded form of transportation since we had upgraded everything else and she reassured us that Secrets was the first stop and we did not need to upgrade.
Secrets was the first stop but by the time we arrived at the resort it was 6:30 pm. We should have been to the resort by 2:00 pm at the latest. We missed an entire day of our vacation which is extremely disappointing. I cannot get over how rude the Apple Representative was that would not let us leave; if this situation occurs they should have let us leave and found another form of transportation for the other couple.
We ended up running into the other couple that was supposed to be on our bus they were told to get on bus #27 and when they called roll call on their bus they did not say their names but they were told, “Oh it's fine... we will take you there.” It seems like there was a lot of miscommunication and lack of organization. When the lady finally let us leave she again said in a very nasty tone, “THIS IS NOT MY FAULT…” I replied back to her and said... "Yes it is your fault; we could have left 2 hours ago..." this is not OUR fault. Extremely frustrating after traveling since 5 am.
When we arrived to the resort we were taken to our room. We upgraded to “preferred” and were actually put in room 4132 which was not in the preferred section of the resort and were in perfect view of everyone walking from the beach to the pool/restaurants. There also was not much view of the beach since there were tall shrubs everywhere. We were also told that there would be a Jacuzzi but this was not like the ones in the preferred area. This was actually a Jacuzzi bathtub on the balcony.
On the first night we went to the Mexican restaurant; the food on a scale of 1-5 (5 being the best) I would rate it at a 2. I ordered a chicken quesadilla and it looked as though they put a soft tortilla shell in the microwave with some cheese and called it a quesadilla. My fiancé had the fajitas which he said were decent but definitely not a good impression of the first meal. We tried to order some tequila shots which took 20 mins to get to us and were in wine glasses which was very strange. We walked down to the beach our first night and were disappointed to see and smell all of the seaweed that covered the beach and made it hard to even get to the water without stepping in it. Although it was later in the evening we were bombarded by the panhandler which was very aggravating.
Since we were not happy with the room we asked to move rooms which they did accommodate and moved our room to room 2393 the following day at 5:00 pm. We had to check in with the preferred lounge several times throughout the day to see if our room was ready. When we got to our new room our butler Martin showed us into the room and there was water all over the floor as if someone with wet bathing suit had just walked through and the TV was on which was very strange.
After Martin left us in our new room we noticed the air conditioning was making an awful noise from the fan blade being loose; when the janitor came up to mop up the water on the floor there we asked him to call maintenance to get the AC fixed. We waited in our room for maintenance to come up to fix the AC which a couple hours later was fixed. Not sure if they thought we were someone else/what the confusion was but there was a “happy anniversary sign” on our door but it was not our anniversary... we didn’t say anything but it was just odd that it was on our door.
The next day we noticed the refrigerator was not cold at all; we called the preferred lounge to send someone up to fix it. It was not until the next day that it was fixed. We were exploring the resort and asked a woman a question in regards to what to do with the “key” that was given to us that was to unlock coupons... she couldn’t believe we were had not gone our “welcome breakfast” yet and turned on the charm and friendliness to get us set up. She took us to the main lobby to meet with our Apple Rep Katie. We got set up for the cigar tour for the following day at 9:00 am which did not make the lady who took us there very happy because she wanted to schedule our welcome breakfast for the following day at 8:00 am.
It wasn’t until she walked us back to our room that we realized this was not a “welcome breakfast” and she wasn’t being friendly “just because” she wanted to make sure we got sucked in like all the others she was touring around for the “packages/timeshares/memberships.” I have been on a cruise to the Bahamas and then to Disney but in order to get our Disney tickets “FOR FREE” you had to sit through a “short” meeting which turns into another 3-4 hours of vacation time lost because they’re trying to suck you into their timeshare.
This left a VERY bad taste in my mouth since we had already missed a day due to airline delays/bus issues. We paid a lot of money for this trip and weren’t there to get conned/get anything free/especially the “spa” – that she gave us “free spa coupons to get us sucked into going to this breakfast; which I will say we did NOT attend. We watched people all week and talked to several members who we had to literally try to hold composure as they told us what a “great DEAL” they got... and how they can bring their whole family etc. etc. It’s dirty math... my fiancé is an accountant and when we told people what we paid for the trip they gasped but then proceeded to tell us how much they pay a month... and it literally made ZERO sense. It is NOT a “welcome breakfast” it’s “let’s pray on IDIOTS to give us all of their money and waste their precious vacation time SALES PLOY.”
On the 2nd day at 3:30 pm I ordered room service; the hamburger was completely pink in the middle and the hot dog and fries were cold and very old. Before dinner I called and asked them to come up and take the plates since they had been sitting in our room for several hours. We got back from dinner at 8:30 pm- the plates were still on the table and the turndown service had not come to our room yet. I set the plates outside of our room on the floor to get them out of site. The cleaning lady came after 9 pm and knocked on the door to turn down the room but we were already in bed and asked her not to come in. When we walked of our room the following day at 7:00 am the plates of food were still on the floor next do the door. (Pretty gross since they had been sitting there since 5:30 pm the day before).
Food Ratings: Scale 1-5 (5 being the best) (Tipping there were a lot of people around us tipping- we did not expect this but did want to tip for good service- we did not have single dollar bills and asked in the preferred club and bar if they had change but they did not which would definitely be hurting the employees if there is not a place to get change and you don’t expect to tip- wondering if we had tipped more often if our service would have been different- it was as if the employees expected the tips which we did not expect).
Breakfast Buffett on the beach – 3. Oceana- 3 (lobster was very tough). Seaside Grille Breakfast- 2 (went there twice- ordered the croissant with ham/cheese- croissant was burnt black and the ham/egg/cheese was freezing cold as if it was premade and not warmed up). Seaside Grille Dinner- Salmon & Ribeye – 5 (best meal). Himitsu- Hibatchi dinner -4 (2nd best dinner we had). Portofino – 2 “special dinner” ordered ahead of time lobster was covered in spicy powder of some sort- courses were coming out fast but just too out of the ordinary it was as if they had to get rid of certain food before it went bad so they call it a “special menu”.
Scores Night Bar (we did not eat there/drink there but could barely stand the smell when we walked in on 2 separate occasions- smelled EXTREMELY musty like they had a flood and did not properly clean it up... almost gagged at the strong odor). Alcohol: I personally am not a big “drinker” but my fiancé does drink- it was odd that we ordered a lot of drinks at the preferred pool and even went into the preferred lounge to get top shelf liquor and did not feel any effects of the alcohol our entire trip. In the preferred lounge we ordered Don Julio and they ran out- they also ran out of Grey Goose Vodka- when paying for preferred having to walk inside from the pool to the preferred lounge to get top shelf liquor is very inconvenient but we did it numerous times- would have thought the bartender would have offered to have the top shelf taken outside so we did not have to walk in every time.
When they ran out of Don Julio the bartender said they were out but getting more and to come back in a couple minutes. They did not have it restocked for 4 hours. In an effort to try anything to part/have a good time we of course tried the very highly recommended/baby maker/ knock you off your socks/ hyped up drink... mamajuana. I think this is another scam/con- we were “WARNED” by Katie that people fall off chairs get so messed up/you have to wait a half hr between each shot because it really sneaks up on you... we took several shots in 1 day and felt absolutely nothing...
Night Life: Not much nightlife/instructions from our Apple rep or butler in regards to what was going on/what to do at night. We saw a couple shows but were not very impressed. Did not receive the paper that was supposed to be under our door every night to tell us what was going on/where to go what to do etc. Beach: We were told the panhandlers cannot come up to the 2nd row of chairs in the preferred area- the most certainly did- they would not leave you alone the entire day. Security seemed lax until the 3rd day so we did spend much time at the beach because even going into the water you weren’t only dodging the annoying people trying to throw monkeys on your shoulder but also the incredible amounts of seaweed. I know the seaweed is out of their control but we will be asking when booking our next trip if seaweed is in “bloom.”
Last Room Issue: As we were packing up to leave there was HUGE cockroach right were our suitcases were sitting on the floor- it was at least 3 inches long on its back and still alive. Trip Home: Picked up late from the resort- were supposed to depart at 8:30- got picked up a little before 9 am. Plane was supposed to board at 11:00 am- did not board until 12:00 pm. Seats on the plane did not match the tickets which was making passengers freak out. It was still the very old plane that we took to get there- it literally had a projector screen so it had to be from the 1970’s. We were in Row 1 in first class. The flight attendants were worse than on the way there- shortly after takeoff they heated up some fried chicken which smelled and proceeded to eat it and lick their fingers- I watched the entire thing from my seat.
Our overhead bin was full due to the fact that the flight attendants had their bags there which they took out midflight and were searching for something. Very unprofessional – one of them had a HUGE hole and run in her tights she also had what looked like dreadlocks and long dirty looking hair. Not attentive at all- had to ask 2 hrs into the flight for a drink and for them to take my snack box trash which had been sitting there for over an hour.
When we arrived to the airport and went through customs and were going through security to get our carry-on bags re-checked to enter the US the entire group of flight attendants cut in front of me and separated my fiancé and me. The security guard even asked them to step to the back of the line but they did not care and threw their bags on to the belt and proceeded- it was very rude and unprofessional. Didn’t apologize or say excuse me. My bag was literally going through the belt and the entire crew stepped in front of me and proceeded on. I could have screamed. I was so frustrated at that point! I know this email is EXTREMELY long – I tried to call and speak with someone but was told this had to be in writing. I would still like to speak with someone because I am very disappointed in the trip and the amount of money we paid for the lack of service/quality of food/drinks/airline. We will not be returning to Punta Cana.
The Apple Vacations rep asked us to come two days in a row to schedule departure. The departure bus was scheduled to take us to the airport five (!) before the flight. That Apple rep told us that it takes three hours to get to the airport because of the construction. He got attitude as soon as we informed him that we came to schedule departure as he requested and we are not interested in buying any tours. His demeanor, way of talking was extremely rude. At the departure time, there was no bus and we were told that we were late the bus had left without us. Though we were on time and but the way there was not a single representative to ask for assistance. They all came around 8:30 (50 min after the time we were scheduled to be picked up by the bus). When I asked the guy, how come he scheduled the pick up and did not make sure that the bus would be there, he stated that we were late!!!
As I told him that was not true and we were on time and he was the one to schedule us so early without any reason and that he himself did not take an effort to come to work to make sure his customers are picked up, he started yelling at me. He would talk over me and yelled into my face that this is not US, that we are in Mexico. As I asked for his name, he took his badge and put it almost into my face, saying: "Here... Write it down". That was the most aggressive, offensive behavior I ever was subjected too. The young man has a attitude issue, not a single skill of dealing with customers, and no desire ever to try to learn. My goodness. We are planning to contact the whoever is in charge of Apple Vacations and report the name of the person. He should not be working in customer service. We will tell everybody not to use this company because anybody could be on my place and get treated like that.
It has been a problem since the beginning. Stacey ** was our trip "Guest Coordinator". She was nice through emails. Replied with her supervisors in CC but had a terrible habit of not calling back or emailing back until days later. The flight costed more than our whole Caribbean trip. Then we asked about switching days which proceeded to be another issue. I hate this company. I am paying more on this trip than when we book through Groupon, Booking.com, or planning ourselves. I will never book with this company again.
Traveling with Swift Air, called several times and left several messages to pre-pay for baggage. No one ever called me back. Finally called Apple Vacations, and they were TOTALLY UNHELPFUL and was like "oh, we can't help you, that's all through the airline." Totally ridiculous, do NOT book through Apple Vacations, they will take advantage of you and won't help you in the least when you need something fixed or taken care of.
Customer service is awful. I have been working with an "agent" and cannot get a hold of her and have to constantly follow up with her. I gave her my credit card information for the deposit which was a week ago and still has not been taken out. Sent her a follow up a few days ago and sent another one today. Since this is her job not sure why I have to follow up with her for the past three weeks to just book a vacation. I like Apple Vacations but, after this terrible customer service I will probably never use them again.
I can't decide if I'm more disappointed with the experience itself, or how terrible trying to work with my agent and Apple Vacations has been... Terrible customer service and neglect. I wouldn't travel with this company if they gave it away. I asked for an upgraded room, paid for it and didn't get it. I asked for upscale restaurants, liquor and safety. NONE of these were experienced. I followed my agent's (who has not called or tried to assist either) instructions to email my complaint. I was offered a $100 voucher... What a slap in the face. I then explained that I didn't want $ or a voucher, I wanted to discuss everything that went wrong with someone. I have asked several times for a phone call. I have been traveling and vacationing for 40 years and this is the first time I have placed a complaint... I am disgusted!!
We booked a 12 night 6G Adults Only All Inclusive Square Deal for Punta Cana for November 25th to December 8th of 2017 thru Apple Vacations. At time of booking it was never disclosed by the representative taking the reservation that Apple Vacations, AM Resorts & Secrets Resorts had the right to give you any Category 5 hotel they see fit even if it allows children. On November 24 at 15:13 - 17:33 Apple Vacations called to tell us we were going to be sent to Secrets Royal Beach. I told him we were not happy about this and he would have to look further into other alternatives. We purchased a Adult Inclusive Vacation Package. This doesn't come up as an adult inclusive under the tab of your website and we don't want to have to share the resort amenities with families that have children.
You will have to go to the NOW Larimar side to use Restaurants, Theatre, Dance Club, Sports Club, Bars, Casino, Coffee Shop/Snack Bar, Spa, Fitness Center, Salon, Tennis Courts & Business Center. There are also 6 buildings that face the NOW Larimar side. The latest reviews also state people are getting very sick during their stays. After talking to three different representatives we were told they could assign the Secrets Cap Cana Adult Only resort if we were willing to pay an additional $1,478.00 per person. There were no managers available at the time to waive the fee or do a complimentary swap as one of the reps told us. We couldn't decline going because the cancellation fees were the cost of the trip. We were told to talk to management upon arrival tomorrow and everything would be worked out then.
On November 25 at 15:15 - 17:45 We spoke with Secrets Royal Beach management and they got Apple Vacations Representative involved along with Secrets Cap Cana Management plus Apple Vacations Management. After all that was said and done they still wanted the $1,478.00 per person to move us to Secrets Cap Cana. Secrets Royal Beach did not want to return the initial payment nor work with Secrets Cap Cana to make this complimentary swap happen. They just wanted to keep the money and get more. Secrets Royal Beach did offer to give us Preferred status only. This allows you to enjoy a couple special areas and restaurant for breakfast or lunch. Plus give you candy and chips in your room. They gave us a pool view room but not the Preferred room you would normally get. We told all parties we weren't happy about this and we were filing a complaint because we didn't pay for a vacation to be around children all the time!
We didn't get a 6 Golden Apple Adult ONLY inclusive resort. Room was spacious but boring. The deck has only 2 little chairs and a nice hot tub but no privacy shade to enjoy it. The bathroom needs help because there is mold in the shower area and tiles are in need of repair. The wood is worn from the weather. When opening the refrigerator door your waters on the door will continually tumble out onto the floor. Remember to shake your clothes when packing so the cockroaches don't follow you home. We told management and they said, "They exterminate but this is a tropical climate so we're used to it."
Butler was nowhere to be found when needed after check in is done. One day he said there was a special table for us set up for dinner at Portofino, the manager told us he never even called. Our fruit and champagne were delivered at the wrong time, twice for our turndown service only to have to go find the ice machine to keep it chilled. The fruit had to be tossed because it was warm already. Housekeeping and Room Bar Service were terrible. They can't do the simplest job by replacing what has been used! Everyday we had to go talk to someone because they didn't do the job they were paid to do. If you use shampoo, sunblock or wash clothes it is easy to replace it. If you drink 2 waters or 2 sodas replace them. If you eat the candy and chips replace them.
Restaurants: Service is terrible and slow. Workers have no motivation and lack work ethic. They forget about you when they have to many guests to take care of. Especially refilling drinks. Food is not delivered hot nor kept hot. Can only get different salad dressings at buffet. Restaurants only offer vinaigrette or balsamic. Seaside - Had several meals here. Steaks were ordered well no pink to only come to us blood raw in the center. When sent back they came back charred black and not able to eat at all. Management will say they are sorry is the typical answer. Pastry basket in the morning is not fresh at all. Himitsu - 1 out of 3 times we did this fish was offered as an option. Otherwise you will only get chicken, beef and shrimp. Portions are very small.
Portofino - Pizza and Pasta is good when hot. Not kept at good temp though. Oceana - Steaks were ordered well no pink to only come back raw in the center. Sent back and was ok upon return. Creme Brulee tasted like the lighter fluid used keep flame going while bought to the table. Lobster Bisque there is a tiny piece of lobster the size of your thumbnail. There is no lobster. Buffet - Food is cold not hot like it should be kept. It is not kept up and sloppy messes everywhere. The best solution is to have the chef prepare something for you. Look for Alejandro he will keep your drinks filled.
Entertainment Staff: Awful, boring and terrible rolled into one. The shows aren't good. The singers use iPod but still miss the words and sing off key. Very disorganized when rains to set up in the lobby to continue the show. The fire show was the best but the children running around and not enough seats to accommodate all the guests is the downfall. Got talent show is the worst for if guests don't do anything they have the staff sing over and over. Preferred club and Lobby: Not that clean and you will find cockroaches here too especially by the Food area of the Preferred Lounge. Other guests were killing them with the shoes they were wearing.
Pools: Main pool bar ran out of bottled water for two days. Had to go back to other bar or room to get it. Tiles are coming off and very dirty. The water is ice cold as well. Preferred area is very small and you can hear the kids from over the wall. Beach: Awful not like pictures at all. There is tons of seaweed everywhere. Then every few minutes you have to deal with children and vendors on top of that even in the preferred area. On December 1st the seaweed on the beach was finally all cleaned up. It was a beautiful sight to see and you could enjoy the water. This only lasted for a day. The other resorts down the beach keep their properties up much better and cleaner.
December 3 we were locked out of our room because check in didn't set the correct check out date. Upon checkout when we reached the front desk, we were told there were $42.05 US Dollars in charges for phone calls placed from our room. I explained we were told the calls were complimentary and shown how to dial out by the front desk when we checked in plus the website said they were complimentary as well. Had to argue with management regarding this and eventually was told they wouldn't charge us.
In the end my husband was sick everyday during this trip with an upset stomach, loose stools, diarrhea and skin rashes. I had things on and off plus the skin rash as well. On December 2nd my husband was offered Gatorade from management. We told them we have been using plenty of water already. It took almost two weeks after our return home to get him well and the rashes to subside. We did write a formal complaint and requested a full refund. We did get a response back stating they would offer us a $125.00 per person voucher from Apple Vacations and have to sign an NDA. Secrets Royal Beach felt the staff did the job well and said they forgave $400.00 plus dollars in phone calls not $42.05 that we were told and they weren't going to give anything else in return.
On January 18th, 2018 we wrote Apple Vacations, AM Resorts & Secrets Resorts an Appeal to reach out the CEO and other upper management staff to do the right thing and issue us our refund for not giving us what we paid for. We told them we weren't happy with the response and felt we were cheated by the company. We continually tried to work with Apple and Secrets from the day before we left to the day we were coming back as problems happened during this trip.
Today is March 13th, 2018 and we still haven't heard back and they have decided to keep our money! We feel you future travelers should gain the knowledge from our loss and experience with these companies. They aren't going to give you what you paid for and saying they can change things because it is cheaper for them is no excuse. If you book a true ADULT ONLY RESORT you should get it. We weren't given it. They wanted more money. Do yourselves a favor and look elsewhere for better service and cleaner beaches. Even if you have to pay more. The Resort wasn't even on par with a local Ramada and Holiday Inn Express by our home. We would suggest you spend a little more and go to a Sandals Resort. You will truly receive the service and ADULT ONLY you want and expect from a 6 Star resort.
AVOID APPLE VACATIONS... This is going to be a bit long because I am including the exact wording that is in the Apple Vacation Document. My cousin planned a destination wedding in La Romana, Dominican Republic through Apple Vacations. When we received our package, the first page of document stated the following exact words in bold writing. 'ROUND TRIP AIRPORT/HOTEL GROUND TRANSFERS INCLUDED' followed by instructions upon arrival. As with all travel documents you have the rest of the terms.
On the second page item #3 read. "Roundtrip transfers are included for passengers (air, land, package) arriving to Punta Cana and La Romana airports, traveling on any charter airline, and staying in either the Punta Cana or La Romana hotel areas Reservation must be made with Apple Vacations. All other passengers (air, land, package) arriving in Punta Cana and staying in the La Romana (and vice versa) must purchase the roundtrip Punta Cana - La Romana optional transfer. Transfers are not included for Air only passengers. Transfers are not included for scheduled air passengers (air, land, package) arriving in Punta Cana or La Romana and staying in either Puerto Plata, Santo Domingo, Santiago or Samana. Optional transfers are available for Santo Domingo Transfers are not available for Puerto Plata or Samana."
They used this Item 3 to make us pay extra for transfers, even though the first page indicated the transfers were included (remember the bold writing at the top). As if that wasn't enough, we were at the airport waiting for our flight back when my husband realized he had forgotten his Apple Watch charging in the resort room. We couldn't get in touch with family who was still there so we decided to call Apple Vacations because we knew they should be able to communicate with the staff better. The response we received back from our rep was 'I'm not on site, you will have to call the resort directly.' She didn't even attempt to assist. Customer Service Sucks... Save yourself some time and heartache and choose someone else.
APPLE LEISURE and AMResorts Unlimited Vacation Club. Everyone get ripped off once I guess. I signed up for AMResorts and UVC in Punta Cana Mexico, I was approached at the car rental office by the gentlemen that gave us our car (I assume he got a kickback because we did show up at the presentation). We bought the pearl package, when all is said and done, including the AMResort Fees, etc. I probably paid $8,000.00. $6,000 upfront and then payments every month. They gave us a week at one of their resorts as an incentive and that was it. Never got any discounts. The points you earn you must use every year, or you lose. Intentionally they make it difficult to use and understand... DON'T DO IT! We literally never used it, we could always find better deals online without a membership.
Apple Vacations @ Secrets Capri Riviera Maya - Arrived. Checked in then bothered for over an hour to do a tour for timeshare. I clearly said no then got an attitude! Beautiful resort. FOOD WAS INEDIBLE. ORDERED WINGS EVERY TIME ICE COLD DRINKS WERE SLAPPED TOGETHER. NOT BALANCED. ABSOLUTELY DISGUSTING! Mini bar included lmao. Day 2 was told in order to get it stocked with beer/spirits was told it wasn't included and I would get an upcharge. This resort is a romantic resort but on day 4 the pro golf production stayed there and was very vulgar. Ignorant ride. Disrespectful to myself. 1 of the golf crew members was dry humping a table which I have a video of acting like a college student. Pool closed at 6 pm. No activities except volleyball and hooked up an iPod to a speaker during the day for entertainment.
So basically after 6 pm it was a senior citizen's retirement resort. Take your meds, soak your teeth and go to bed! My 30th anniversary was completely ruined. Had to pay and eat out 3 times. We needed a good meal, the steak from the steakhouse was all gristle. Couldn't eat it. Spoke to Apple Vacations rep while there and was told they couldn't help me. Wow! So I was ripped off of 3 thousand 4 hundred dollars.
I cruise which I love. Food is 5 star products and prepared by a real chef. So my 1st all inclusive vacation and it was this bad. Not good. Bad business in my opinion since my husband and I vacation 3x a year. Potentially lost a very good customer who has a group of friends that vacation together. A group of 10 couples! Hopefully Apple will respond back to me and straighten this matter out!
We are scheduled to arrive in Punta Cana on the 5th of September. Hurricane Irma is going to arrive shortly after us. I called Apple Vacations to ask about their policies to protect travelers. They said, "If it's safe to fly in, you can't cancel without a $349.00 per person penalty." I called the airlines, they said the same. I am horrified that Apple & Delta would send their customers into a Cat 4 hurricane.
My husband and I booked an all-inclusive vacation package through Apple Vacations to Punta Cana. I was told when we booked the 5 Apple square deal that we would find out where we were staying 2 days prior; however, we were not informed until I called them directly the day before (less than 24 hours). They placed us at Sunscape Dominican Beach, which was not truly a "deluxe" resort. More importantly, we were scheduled to return home on Saturday, but our flights were canceled. I sent two separate emails to their customer service department requesting assistance with finding alternate return flights home and received no response.
At our hotel, we were informed by the local representative that Apple Vacations said it was our responsibility to deal directly with the airline and there was nothing they could do. We were in a foreign country, without cell service and dependent on WiFi to make calls. Once United canceled our flight, we attempted to reschedule and add a different flight, but no options were available for days. We were stranded in a foreign country for 3 extra days due to this cancellation and were forced to pay for additional days at our hotel, costing over $300.
We finally had to book new return flights through a different airline in order to get back to our home state and a rental car to drive the remaining distance, that cost us an additional $1300. After finally getting home four days late, I called Apple and spoke with Laticia, a customer care employee. She stated that she could only offer an apology that they never responded to the email request and did not offer an explanation as to why the proper email for customer care was listed on their website or travel documents. Furthermore, she was noncommittal about how long we would have to wait to receive the refund for our flight that United had already stated would be sent within 21 days.
Apple vacation representative was very responsive during booking of the trip. Once we got to Rivera Maya, Dreams Puerto Aventuras Resort it was down hill. Took over 2 hours to try and get the Ocean view room that we paid for without any success. Staff was rude and didn't want to assist us anymore and insisted on providing a king size bed when we reserved 2 double beds. Then they tried to make US believe we were RECEIVING a free upgrade. Manager got involved and we got double beds with poolside view. Still not what we paid for.
TRIED TO REACH APPLE REPRESENTATIVE FOR 2 DAYS. Still no return call. The bathrooms are outdated tubs need repair. When you shower the water doesn't run out so you are standing in a puddle of water. Housekeeping could not repair it. Bed Linen and towels were dingy, closets smelled like mildew and housekeeping had to be asked daily for towels and shower caps. Never received the Ocean View room that I paid for. Very disappointed in my first and last APPLE VACATION.
This experience was a disaster from the start of booking which I should have never went through with and followed my gut. However it was being booked with a large party for a bachelorette / bachelor together. To make a long story short, I had to cancel in the end. And although it was booked without insurance, I was told by the agent if I canceled it would only cost me 245.00 to cancel and I would be refunded the difference. I only received a portion of my money and every time I reach out, I am told I will check with accounting. I am filing a complaint with the BBB. I have the text from the agent that I would get my money back if I canceled. This is such poor customer service and bad business. I then get an email asking me how my trip was!!! I have copies of the text messages the agent was communicating with me. However each time you call - the excuse is she is in a meeting.
Montego Bay: Secrets Wild Orchid. Booking online or by phone is easy. It's always easy to get a representative on the phone when you're about to give them money. If you have an issue, you will be on hold for over 30 minutes. Then they say there's nothing that they can do. We had a lengthy annoying check in process and they gave away our swim out suite room! We had to downgrade to a garden view on an upper level. We specifically booked for that junior suite swim out. The transfers to and from the airport were without issue. I'll save the review of Secrets for another time. The food was mediocre, you won't starve but you will not be amazed. The alcohol was cheap and watered down. The rooms were just ok and clean. The service was slow and with attitude.
Punta Cana (VIK). Our flight getting there was really late and our flight coming home was super early! I researched prices etc then called to book when I was ready and they changed the flight completely! They should have made it clear! To make it even worse, Stanley the transportation person arranged our pick up at 3:20am for a 7am flight!!! We were the first people at the airport. Nothing was open, and we sat there for 3 hours.
The resort was mediocre in general. The pools were nice. The beach was nice but it was so overcrowded. The service was hit or miss. The liquor is cheap and watered down. The rooms were basic but clean. The food is awful! You will eat but don't expect your taste buds to go on a journey, it was mostly disgusting buffet food. They did not have Dominican food at a Dominican resort??? They had Mexican and Italian. The Italian place had very sweet disgusting marinara and the wine was awful. You will get pestered to buy things constantly, it was annoying.
Apple Vacations Company Information
- Company Name:
- Apple Vacations