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| - Beware. This company's "benefits" are offered through USAA, but the business is not trustworthy. Please be patient, as what may seem like excessive details are necessary for you to know exactly why you should not purchase anything from Explore Cruise and Travel.
Two problems: 1. I booked four nights at the Drury Inn & Suites North in San Antonio, and it turned out to be a disgusting hotel. The carpets were old and heavily stained, there were so many insects swarming in the eating area in the lobby that I refused to eat the free food they offer, only to find that the same insects were everywhere in the room we received. There were other issues with our room as well, so we requested that it be changed, only to end up in another dirty room with a leaky ceiling and towels that had dead bug segments on them. When we complained to the manager, she offered us a free night at the same hotel. Of course I refused and asked for either a night to be credited to me or a free night elsewhere (another Drury hotel). She told me that this could not be done because I booked the hotel through Explore Travel Cruise, and that I needed to call them.
So I called them. I spent about 45 minutes speaking to a representative who ultimately told me that she had to wait for the manager of that hotel to return her call, but I should hear back from her within 24 hours. She then gave me her extension, but told me that she wanted me to speak with someone else so that they could explain all of my benefits to me. I said sure. So the next representative named Riad, spent another half hour explaining my "benefits", which I knew would really end up being a paid membership. I was on the fence about it, but figured that if it's through USAA, it had to be legitimate. Before agreeing though, I told him that I had to speak with my wife before a final decision. He told me that I could put down a $200 deposit (for a soon expiring promotion) and call back the next day to get a refund if my wife said no.
The trouble began after 24 hours passed and I had not heard from Randy, the first rep. I called her extension, which seemed to be completely fabricated because it only hung up on me without ringing.
Then, I called after speaking with my wife and deciding that we didn't want the membership. The savings I was told it offered were nowhere near realistic according to the online inventory. I was transferred numerous times to about 5 different people that wanted to talk me in to keeping it. After finally being told I would receive a refund, I hung up, only to get a call from the rep that sold me the membership. He left a message trying to talk me into keeping it again.
Over a week has passed and I am yet to receive any money. I called back numerous times and the same thing happened. I've opened a dispute through my credit union to receive the money that is owed to me. Oh, and as for a credit for the $500 dollars that I spent to stay in a roach motel for 4 nights; I received a whopping $58. Not even half of what it cost to stay there for one day. Please save yourself some time and frustration and use the armed forces vacation club or even priceline. This agency is a joke.
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