Plays Dirty, Beware!
I had inquired for assistance booking the Four Seasons Punta Mita in the Coral Suite. The rates came back exactly the same as what I already had so I thanked Maria for her time and advised I was going to book what I had online.
See my email: From: Melissa Pomeroy
Sent: Tuesday, January 15, 2019 4:23 PM
To: Maria Rodriguez
Subject: Re: Your interest in Four Seasons Resort Punta Mita
Hi Thank you. That is the same pricing as I have online and I do not see any free upgrade etc so I do not know that i need your service. Thank you.
Maria held the Coral suite so that I could not book the room as there is only 1 of these at the resort. I called the Four Seasons and they confirmed that she was indeed holding the room and I would be unable to book it. I emailed Maria and asked her to release the Suite and she has not replied to my emails or released the Suite. It has been a week already and I do not consider that to be acceptable customer service.
Further, please see the email from me to Maria requesting to cancel the hold that she placed without my knowledge or me asking her to do so. She never replied to my email and never acknowledged it. She is pretending to offer a service but infact she never replied to my email asking her to release the space she held.
Melissa Pomeroy
Wed, Jan 16, 12:59 PM (13 days ago)
to Maria, bcc: 2686227
Maria, please release the hold you put on the Coral Suite.
Reply from Lorraine Travel
Melissa reached out via our website and I followed up to provide a quote as per her request. I have reviewed the e-mail string, and nowhere at any time did she mention that she’s a travel agent. If she would have, then, naturally, I would have referred her to deal directly with the resort. I’ve been in the business for over 30 years, and am well aware of full disclosure between travel agents / hotels / clients. I did indeed place a courtesy hold on the suite as I would have done for any prospective client because in this specific case there was only one unit of its kind on the property and I wanted to give her a few days to think it over and make a decision regarding my offer.
We are Preferred Partners of Four Seasons Hotels and Resorts, and therefore, are able to provide exclusive complimentary perks that are combineable with any Four Seasons published rate.
Furthermore, I never received a request from Melissa to release the hold. However, after not hearing from her after a few days, I did advise the resort to release the hold. Anybody that reads Melissa’s comments and our rebuttal can objectively determine who was “playing dirty".
MARIA RODRIGUEZ
Professional Travel Advisor