1 Jan, 2018 → by ClaimboUser99878
Meal deal package payment system
2
My husband rang in July 2016 and obtained a quote for the meal deal package for 14 days In Moon Palace Jamaica Grande for over the Christmas holiday (23Dec-6Jan2017) having already secured the room. We made two initial payments and requested our outstanding balance for the meal package as the payment notifications received didn't state how much had been paid or the balance outstanding. We raised the issue and the manager emailed us the amount paid and what our outstanding balance was. Subject to payment 30 days before arrival, we phoned up yesterday 7 Nov to pay the outstanding balance and was told it's now a higher amount! When asked why this was they explained that the rate is subject to change ! Under no circumstances whether verbally or in writing on any documents received did it say after making the deposit the balance is subject to change! Having called up the Palace Resort in the US they believe we were incorrectly given the wrong quote from the start. However they are unable to honor the original lower quote although we have it in writing! Under the circumstances we are not prepared to pay another £1000 difference when we are already paying a lot of money for the 2week period. Yet again we are extremely unsatisfied with the Moon Palace payment process and complaints procedure. We emailed a letter of complaint in July due to the catalogue of errors at the start, which as of to date we are yet to receive a reply! This was supposed to be a stress free holiday with a 5 star hotel. However the whole payment process leading up to it has been totally unacceptable and unprofessional and have resulted in cancellation of our trip! Under no circumstances have they apologised. We were told we can either pay the difference or find another hotel! We have booked and stayed at numerous 5star hotels across Jamaica over the years but have never been as disappointed with the hotel customer service provided until now! Anyone booking via Interval International beware! We will be adding our customer review feedback with all the leading hotel booking companies!