About a year ago, our family started planning a vacation, our first in a long time with our…read morechildren and grandchildren. We knew we wanted to go someplace 'warm' and get away from the snow and NY winter weather, so it had to be out of country. We researched cruises and resorts that were 'all inclusive'. We then narrowed the search to 2 or 3 resorts that were family friendly. Because we were a large group; 9 adults, 2 toddlers and one infant we knew we needed the help of a travel agent to make sure our accommodations and any other needs (crib/strollers) were met. Additionally, my mother-in-law would be coming from another state, so flight times needed to be coordinated. We choose a local agency, Rogers Travel Agency, agent Marta Perez Salonious. I might also mention that we spent just under $12,000 on this vacation. We needed 4 rooms in total and requested that all be in the same building/unit and on the ground floor, to accommodate the strollers, and my mother-in-law (aged 80) with a bad hip and cannot do stairs. At the very least, having rooms right next door to each other would suffice. None of the rooms were 'confirmed' when we checked in, and we were separated all over the LARGE complex. Reception did their best to get two of the families together. Two rooms were supposed to be king size beds, but were two SMALL 'full sized' beds - about the equivalent of a twin-sized bed here in the states. Reception said perhaps one or two rooms would open up the next day - meaning don't unpack an. Marta was contacted about this issue on our first day, and said she would take care of it. By "taking care of it" my son, his wife and their 5 month old son were switched from a ground floor unit to a SECOND FLOOR unit! The third room of the four was supposed to be a suite for my daughter with an adjoining room for my mother-in-law. We paid an additional $1,000 for this 'room' which consisted of a couch - narrower than a twin sized bed - separated from the two 'full-sized' beds by a gauze curtain! No privacy at all. And I can't forget to mention that at one point, Marta stated to my daughter "you knew what you were getting into, if you and your husband want privacy - go in the woods" -- COMPLETELY UNPROFESSIONAL After numerous phone calls over three days to Marta at Rogers and to the 'middle-man', Travel Impressions, with whom Marta booked our rooms; we were continually ignored. We offered to pay Travel Impressions additional $ for the upgrade, but were told the resort was fully booked, even though there were two empty rooms in my complex. The name of manager at Travel Impressions kept changing, and every time Rogers or Travel Impressions said they spoke to the manager at the resort, the resort said they had never received a request. After the third day of phone calls, Travel Impressions had a room available for the last two days of our week, and quoted us a price. We then called Marta at Rogers to confirm the next days change of room, and she said "Oh, you still want to do that?" Needless to say, there was NO room - the management at the resort never got the call from Marta (Rogers) or Travel Impressions. They lied and they kept stringing us along all week hoping we would give up. Marta said when we got back, she'd square it with my daughter, and give her a free weekend somewhere - she missed the entire point. This was probably the last time my mother-in-law would be able to fly and enjoy time with her grandchildren, and great-grandchildren. My husband was so disappointed; you can't make up for this.
While we have no complaints with the resort, Marta is a LIAR and we will never use Rogers again. I would advise anyone who is considering using them, be careful and think again! I knew the original owner for 20 years, and he would NEVER have done this to a client. We could have booked this trip on Expedia or any other on-line agency and saved my entire family all the stress and aggravation that Marta had caused us while we were on vacation.
