Marlin Travel – "disability - specialized travel" ( 1 comment)

We booked an all inclusive vacation from the Kingston Office for Feb 23, 2024 for one week. I chose a specific agent, even though this office is an hour and a half away due to her bio that read: specializes in disability travel. I requested an all inclusive, very accessible resort. I wanted to pay $12000 total, including the $4000 in AirMiles that we had. She came back with 4 options that were all over the cost I asked for, but I assumed that was what I needed to pay for accessibility. It was booked. We got there and it was not accessible. The beach was 20 stair steps down at the best spot - I had asked her to check to see if the pool areas were accessible, and she clearly had not, I could not get past the beds in the room to get to the balcony. Her excuse was that she stated that I led her to believe I could walk, which is completely false, since a couple of days before the flight, she asked me if I was checking in a manual or electric wheelchair. She also stated that "some resorts are good with communication, this one is not". So, I am confused with why she would book us here in the first place. It ended up being extremely expensive. Even after the AirMiles, it was $12,000. She knew that we had not been on a vacation in 20 years, and this was our 25th anniversary trip. We were excited to bring our kids, but I could not participate in the vacation at all. It was awful. We were willing to spend our savings on this incredible memory, and there was nothing that I could do here but eat. The pools were not even accessible. It was just heartbreaking. Then she had the nerve to blame me and say she hoped she could book a vacation for us in the future. I do have an email trail for everything I have stated here, if that company would like proof of anything I have said here.