Monster Reservations Group review: Vacation package reservation 1

The Booksi.com (aka Monster Reservation Group) has charged me total amount of $1,071.24 so far ($648.83 for initial reservation for the hotel package and $422.41 for resort fees + taxes, which were not explained on their advertisement). We have not received any invoice or receipt for the resort fees + taxes.

We purchased the Wyndham Grand Cancun All inclusive package and booked on their website for the trip based on dates marked as available on their booking calendar, however, the booking site redirected us to call their customer service for a final confirmation after we entered our credit card and personal information.

We called the customer service the next day in the morning but they said there were no rooms available at the Wyndham Grand Cancun hotel and offered us a Krystal Resort Cancun package instead, which is for $299 with an additional future travel package. They also asked us to pay resort fees but did not give us exact amount that we were supposed to pay in the call. Later I found they charged me $422.41 for the resort fees. According to their resort fee policy, a $33.95 per night resort fee due at the time of booking. It is 5 night hotel stay so we are not sure how they calculated the total amount of $422.41 for the resort fees.

We wanted to cancel the reservation and asked a full refund but they insisted we keep the Krystal hotel package and asked us to wait for 7 to 14 days for a final confirmation. We realized that the full refund must be requested within 7 days according to their refund policy.

The final hotel confirmation was delivered two days later the call, but the confirmation letter says "Resort fees & taxes will be collected by the resort at time of check-in" which was already charged to us without an invoice.

Their refund policy allows full refunds if requested within 7days of booking but they refuse to refund our money.

The phone number registering on our cell phones when the Booksi agents call is [protected], which is the main phone number for the Krystal Resort in Cancun.