At 11:31 am (central) on 10/4 I booked a vacation to Cancun thru Apple Vacations and paid a $208 premium for room upgrades ($104 per room) to Preferred Club Premium King Ocean Front and Preferred Club Premium Double Ocean Front (1 King room and 1 double room - as I am traveling with adult children who won’t share a bed). Upon receiving a copy of the itinerary at 12:50 pm (central) on 10/4 I noticed there were no balconies for those ocean front rooms. At 1:15 pm (central) on 10/4 I called the 800 number and spoke with Samiksha Singh for 27 minutes and 55 seconds. In summary, I was told that there were no Preferred Club versions of those rooms with balconies available during my stay however there was Premium King Balcony Ocean Front (losing the Preferred Club but gaining a balcony). I requested to change out the King reservation for the king with the balcony. It was becoming apparent that the language barrier from the international call center could lead to mistakes - so I was very specific that it was just the king bedroom that was getting swapped out. I was charged an additional $27.40 to downgrade my room to one that would have carried no additional premium at the time of reservation. I received the modified reservation at 2:02 pm (central) on 10/4 and noticed that both original rooms were changed and now my adult children were sharing a king bed and that the $216 premium I paid for the Preferred Club access was gone without refund, not including the $27.40 I was charged to downgrade. I called the 800 number back at 2:08 pm (central) on 10/4 and spoke to Geetika who took 81 minutes frequently putting me on hold while she tried to resolve the issue. Her offer was to charge me an additional $120 to reverse previous reps mistake for 1 room. I told her that was wrong, I already paid the premium for both rooms and I asked for supervisor and she said one would have to call me back. I inquired about the time frame, she said 24 hours, since it was a Friday I asked if I should expect a call on a Saturday, she then said Monday. I then asked for an email, name of supervisor or other contact number and was told she didn't have one to offer. 5 days later, no one has called. I have been charged for rooms I am not getting, and have the wrong room reservation. More to the story but limited on avail space to provide addl details. Day 6 got a call, they reversed the fee to downgrade and corrected the room issue for my kids. I lost the premium for my original room.
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