Liberty Travel

This is with regard to the very unfortunate trip to MEXICO. We were very unhappy about the manner that we were treated at DREAMS Sand, in Cancun / DREAMS Tulum.

- Once we did arrive in Mexico, things took a turned from bad to worse. Arrived at the Dreams Sands Resort to be informed that it was a fire on the day before. We were told and ask that we would be moved to Dreams Tulum, which was a 1 1/2 hours away. Dreams Sands, informed us that we would receive the same treatment that we originally offered to us.

After, being transported with several other guests to this resort. We also had to drop off another couple to a different resort, so a trip that was supposed to take only 1 1/2 hours took 2 hours. Once we arrived at Dreams, Tulum they were not prepared to accommodate, so we had to wait for another 45 minutes. We were placed on the 3rd floor, with no ocean view front, which this is what we paid for at the other resort.

Within a few hours of getting in the room, our lights and water want out a few times. So, we had to wait to get freshened up and get something to eat. At, this time, we had to request for more towels and wash clothes. We also had to call to get our refrigerator replace, because it was not working at all.

This made us have a late dinner, which was cold and nasty. - While showering the water pressure drop, and we had to wait to continue to get ready for breakfast. Going to the elevator and notice that it was out of order.(the elevator was NEVER repaired)We received a notice in the door requesting us to come down to the front desk for a VIP notice. Once, we walked down from the 3rd floor and then walked back up to the front desk.

Only to be solicited for time share for the DREAMS resort. We were not interested in that and ask if we could attend a Wine or Tequila tasting. We were told that the ONLY one that they had was full, and the next one was on Friday. The problem with that is that we were leaving on that day.

So, ask could be gone to one of the sister's resorts of Dreams Sands or Tulum to do the Wine or Tequila tasting and was told NO, we don't do that. Each resort is separate, and they can't do that. Some of the drinks that we requested were NOT make with top shelf liquor, and some of our food was cold. We had to request for extra towels and wash clothes again, after the room was cleaned.

Since Dreams Tulum had no intent to accommodate the birthday of the ladies here, we just spent the day at the beach. While, on the beach we notice several armed men in uniform with AK-47.
Upon, returning to our room we notice sand on the floor even after the room was supposed to be cleaned by housekeeping. We cleaned the sand after the floor and got ready to try to enjoy the rest of our birthday. Our birthday was a total washout.

- Since, we just wanted to make the last day in Mexico an enjoyable day. We made plans to have a nice dinner for a party of 3. I notice a family while at lunch have a wonderful looking lunch. So, we then decided to ask the manager, can we have that same meal for dinner.

Salvador "the manage" suggested a private dinner for us since we were still trying to make the most of the birthday week. So, he took our order and requested a deposit of $20.00 dollars, and we paid him $40.00 to make sure that everything was in order. The total of the meal was supposed to be $70.00 for a party of 4. We were to pay the rest at the time of dinner.

Salvador, gave the information to the chef in order to have it prepared by 8:00 pm. Upon arrival , the dinner was NOT ready, so we had to wait 30 minutes. Once, the food was placed on our table, the it was only a potion for a party of 2. Then, we were also told that our room was being billed $70.00 for this meal.

We spoke with the manager that was working that night and Salvador's manager. The manager requested that we write an incident report about how Salvador took the money and lying about what he was going to prepare for the birthday / last night dinner. We also request a birthday cake that we NEVER received. We were taking to the VIP area in order to write the statement about the meal.
This was the meal that we received:
3 pieces of grill chicken
20 steam shrimp
1 ear of corn cut into 4 pieces.
After, all the information was complete and submitted to the manager on call and Salvador's manager.

We were told that a refund would be to the front desk in the morning, and we would not be billed. We requested to meet with Salvador, but were told that he would be off on Friday,November 5, 2021.
As you can see from the details at the top, this trip was a COMPLETE Birthday disaster. I wish we could say that DREAMS was just that, a dream, but it was a NIGHTMARE to say the least.

We still have NOT heard anything from the travel agency from the Belair Maryland Office since November 9,2021 @ 11:00am. We were told that she would call us back.:(

First I have never seen anything like this, agent is literally on vacation every week for 3 days (and doesnt have phone service) where does he go. We have been trying to get the refund from united vacations which he booked us through cause we had insurance and my motherinlaw broke her ankle.

This has been going on since 2020, he finally emails with a name and states united vacations said charge them back, so we tried and that didn't work. Called corp office since we can never get in touch with agent, and they will send an email to some management team. Never to be heard from again. Besides the fact that Liberty travel is never available when you need them, united airlines cancelled our flight 8 hours before take off without giving any alt flights, and old kipp was on vacation for another 3 days like always where he would not have phone service, so we had to spend1700$ on plane tickets through jetblue and get there a day late.

we were able to get the 1700$ back after hours upon hours on the phone and over a month. Do yourself a favor a book the trip yourself with expedia or something, they are available all the time and have much better service.

This way you are not counting on people who could care less to help you. You help yourself

We booked our trip to Ireland for the following year of a Pandemic. But unfortunately the Pandemic continued past the time of our scheduled trip.

Liberty Travel was NO help! No communication; had to call agency, leave messages and when I tried to speak to OUR agent she was changed 3 times! We had travel insurance, you would think you purchase insurance to insure you... I think different now.

No one could give us a straight answer just to cancel the policy. Airlines would not refund ticket monies until the agency said so. Really!!! It's my name on the ticket and my money...after yelling and screaming to the airlines, I finally got our money!

The Tour...well the tour company tells you one thing and when you do get in touch with a live agent...they tell you something else. We also found out that many of the Liberty Travel stores had closed and a Chapter 11 was filed. Nothing like losing all your money during a Pandemic after you lost your job previously!!! Take my advice...

I have been to a lot of places being a US Army veteran...traveled many places. DO NOT USE LIBERTY TRAVEL for your traveling plans.

Absolutely horrible customer service...from beginning of experience, while I still fight for my full refund due the shutdown due to COVID.

I signed with Liberty against my better judgement. The customer agent was so unhelpful..but rather, bullied and basically laughed at me because I was doing my own research.

I blame MYSELF for signing.

Then the shutdown happened. I called once I found out the hotel was going to be closed past our planned travel. The airlines was also offering full refund..not future flights. I spoke to someone in the original location we went visited to request a refund.

To my 'surprise" the person who "assisted" us was no longer there. I waited for a return call. after multiple calls to a different person each time I was finally informed I needed to request a cancellation in writing via email. That was April 20, 2020.

To this date I have received ONE email from the cancellation "team" asking me to be patient. I am so angry and upset. First with myself for not listening to my "gut instinct" and with Liberty Travel in general.

Had I handled this on my own I would have received my large refunds by now. They say they are not holding onto my money....that is very questionable.