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Luxe Destination Weddings / Trip to Mexico

1 Toronto, Ontario, Canada

Hi there, I would like to provide you with as much detail as possible, but what my complaint boils down to is emotionally, physically and mentally exhausting. Luxe has booked a trip to mexico for my best friends wedding for April, our final payment was pushed to January 18. From the beginning I had trouble with communication and questions with the staff there, including sierra. she has been helpful and accommodating when I can get her on the phone. My final payment boiled down to 4pm on January 18th. she was on the phone with sunwing and me saying my credit card didn't go through. I called the bank and because of the way I made the large payment on it they were holding it for 5 business days. Anyway's, I called my sister immediately when sierra told me I had 5 minutes. I called sierra back in 5 minuteas and got no response. I was freaking out. I emailed her the card and still no response. I called luxe directly after calling sierra a few times back to back. Emily reassured me that she would get it processed for me and finally I slept well that night. Ive had a long stressful week and it was the last thing that I needed to be worrying about. They are now saying sunwing is holding my 750 deposit and have cancelled my reservation but have now upped my price to rebook and I basically lose my 750 because price went up substantially. I am submitting a complaint here in hopes you can help. Thanks Stephenie

Jan 20, 2016

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