Laura C.
Terrible Customer service
We were guests for a destination wedding all booked through sam @ modern.travel Everything was great leading up to the exciting long weekend with family. Once we arrived that quickly changed. We were a part of a room block at the @hardrock hotel Cancun, and paid for an ocean view. Not only did we not get an ocean room, but our view was completely blocked. Staff at the hotel confirmed we were not in an ocean room, but there was nothing we can do because we booked everything through sam @ modern.travel. We alerted Sam @ modern travel, and he asked for time to work with the hotel and get us a refund. It has been almost 40 days since Sam has responded back to us. We now cannot get any kind of response. Upon our arrival we were supposed to have a ride from the airport to the hotel, there was no one there for us, and we waited for 40 minutes. Would not recommend using this group to book any kind of group travel.
Response from Modern Travelworks | Modern Destination WeddingsMay 24, 2022
Hi Laura, Thank you for taking the time to share your feedback. I believe that our escalation team has resolved this issue for you and we’re very sorry to hear about your negative experience in destination. The room category that you booked and were assigned was an ocean view, but it was on a lower floor. The resort was near capacity, which is the reason why they were not able to reassign you to a room on a higher floor. Sam escalated your issue with the resort, but they did not issue you a refund because you stayed in the room category that you paid for, although the view was not desirable. In addition, I’m also very sorry about the delay in your transportation to the hotel. We’ve contacted our ground operator about the delay and they are working to improve their wait times. Again, we’re very sorry about your negative experience, but thank you for your feedback. We will use it to improve our services and work to get better.