April 15....One Week Later and NO RESPONSE!
Dear Mr. & Mrs. Morris:
This letter is in response to your correspondence received February 24, 1998, regarding your recent vacation to Contadora Island booked with Regent Holidays.
With regard to your flight, we sincerely regret any inconvenience this situation created. Although most of our flights depart and arrive as scheduled, please appreciate that occasionally situations occur which may result in the alteration of flight times. As a tour operator, Regent Holidays is not responsible for expenses associated with off-schedule or delayed flight operations. This information is included in the Important Information section of our holiday brochures.
We are sorry that you were dissatisfied with the location of your room at the hotel. Regent's allocation of rooms at Contadora are in several locations of the property, and while specific areas may be requested and these requests passed on to the hotel, it is the hotel itself which reserves the right to designate specific room assignments on Regent's behalf and on behalf of other tour operators using the hotel.
We were pleased to hear that you were satisfied with the services offered by our Destination Representatives, it should be noted that, on numerous occasions this past season, our clients have made a special effort to express their appreciation and gratitude for the helpful and informative assistance consistently offered. We do appreciate you sharing your feelings with us and you may be assured your comments have been brought to the attention of our Product
Coordinator for her review.
While we are sorry to learn that the food did not meet with your satisfaction, on balance we continue to find that the hotel is offering meals that consistently generate a high degree of customer satisfaction. We are sorry if you do not share this belief. Our Quality Control reports and passenger-completed questionnaires indicate a high degree of guest satisfaction with the food served.
We are sorry if the service provided at the hotel was not at its optimum during the period of your stay. This holiday destination has proven to be extremely popular with the Canadian traveling public this season, and when any resort hotel is operating at full capacity, it will put some strain on the hotel's ability to provide its usual speedy and efficient service. We are sorry if you were disappointed as a result.
In closing, we would like to thank you for taking the time to share your comments and concerns about your holiday. We appreciate the views of all our valued clients, as we feel they can only help us to constantly improve. Our business is built on customer satisfaction, and we very much regret any time a customer is unhappy with our products. Therefore, and despite the fact that we feel that many of the conditions which resulted in you experiencing a less than fully enjoyable holiday were beyond our control, we have enclosed a cheque in the amount of $200.00 per person and a future travel voucher in the amount of$100.00 per person, which is offered to you together with our sincere regrets for your dissatisfaction.
We hope that you will travel with us again, and that next rime, your satisfaction will be complete.
Yours truly,
For: REGENT HOLIDAYS LIMITED
Stephen Mills-Hughes,
Customer Service Manager
April 8, 1998
Dear Mr. Mills-Hughes,
This letter is in response to your correspondence received April 7, 1998, regarding your reply to our complaint letter of February 23, 1998.
We were so outraged at our treatment on this vacation that we decided to establish an internet web site to share our treatment by Regent Holidays with others. We have has been overwhelmed by the thousands of people who have responded to our site and their letters.
My site can be found at:
https://members.tripod.com/~Lions_Mane/index.html
or by using the Yahoo, Alta Vista, Webcrawler, or Magellan search engines and looking under “Regent Holidays AND Air Transat”.
The page is titled:
“REGENT HOLIDAYS: A NIGHTMARE VACATION”
I am astounded at your ability to evade the responsibility for your disastrous holiday. The litany of excuses were, if nothing else, amusing. The bottom line to of this is that we purchased a holiday from Regent Holidays, based on a brochure put out by your company, and that holiday was not realized. As far as the imagination can stretch, the holiday did not come close to what your brochure promised. The treatment we received, from the time we boarded the plane in Toronto until we deplaned again in Toronto, was offensively substandard. The first letter of complaint only scratched the surface.
The sum of $200.00 per person, while on the surface seems to be a good settlement, represents only one day of our vacation. As a partial repayment it is a beginning, but as a final payment he sum is completely inadequate.
I will post this response to my web site. To date my site has received more than 7,000 visitors, and, if you read the email received, we are not the only ones dissatisfied with your services.
Mr. and Mrs. Morris
April 15....One Week Later and NO RESPONSE!
April 22....Two Weeks Later and NO RESPONSE!
April 29....Three Weeks Later and NO RESPONSE!
May 6....Four Weeks Later and NO RESPONSE!
May 13....Five Weeks Later and NO RESPONSE!
May 20....Six Weeks Later and NO RESPONSE!
May 27....Seven Weeks Later and NO RESPONSE!
What we learn from this is: if you have a bad vacation with Regent Holidays Limited, and you don't take the crumbs they send you expect to be ignored.
June 3....Eight Weeks Later and NO RESPONSE!
June 10....Nine Weeks Later and NO RESPONSE!
June 17....Ten Weeks Later and NO RESPONSE!
June 24....Eleven Weeks Later and NO RESPONSE!
July 1....Twelve Weeks Later and NO RESPONSE!
July 9....Thirteen Weeks Later and A Response of sorts