On September 6, 2024, I made an online reservation (Confirmation Number: J4J513AB) for a stay in Cancun from December 26, 2024, to January 2, 2025. However, on September 7, 2024, I discovered that the Grand Oasis Cancun, where we were scheduled to stay, has a significant roach infestation problem. As I have asthma, this discovery prompted me to contact Apple Vacations’ customer service to request a change in our hotel accommodations.
To my dismay, the only available option was to relocate us to a hotel in Riviera Maya, which not only required an additional payment of $1,673.84 but also moved us away from our preferred location in Cancun. This was not an acceptable solution for us, as we did not want to be outside of Cancun.
Later that same day, my husband contacted Apple Vacations to revert our reservation back to the Grand Oasis Cancun, with the intention of obtaining a refund for the $1,673.84 we had paid for the Riviera Maya hotel. Unfortunately, Apple Vacations refused to issue a refund and instead offered us a credit for future use. We are not interested in a credit, as we do not plan to use their services again, especially given the lack of acknowledgment regarding the roach issue at the Grand Oasis Cancun.
What is particularly concerning is that Apple Vacations representatives did not deny the presence of roaches at the Grand Oasis Cancun during our conversations. With our vacation only three months away, we are deeply unsettled by this situation.
I am not asking for a complete refund, although I believe one is warranted. Instead, I am requesting that Apple Vacations ensure our accommodation is free of roaches. This request seems reasonable given the circumstances.
Claimed loss: $9,109.28
Desired outcome: We would like to stay in a hotel in Cancun free of roaches.
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