The complaint has been investigated and
resolved to the customer's satisfactionResolved Vietnam Online.com — Not honouring confirmed & paid booking voucher.
resolved to the customer's satisfaction
Could you kindly direct us to the relevant area where we could seek assistance with our enquiry in relation to an issue we are having with a booking with Vietnam Online.com
We made a booking with this company in good faith we paid the price quoted received the invoice confirmation from the merchant in the name of VTG Travel Co, Ltd & the hotel voucher confirmation for the booking we agreed & paid to Vietnam Online.
After sometime they have come back to us saying they have made an error & provided us two options for correction, which are as follows copied direct from their e-mail to us;
1) We will refund you USD330 that you remitted us the you will book with Cassia Cottage directly. (We will support you on communication & another request from you Free Of Charge)
The refund process will be taken 3-5 days but we will provide you the information for your follow up.
2) You will continue to using our service and you will pay an additional fee USD234.
We find this practice not only inconvenient but less than honorable.
If they in fact have made an error then we feel that is their issue to resolve not ours. We feel this not only paints an unprofessional company in operation but does more harm than good to the tourism industry for Vietnam, a destination we have visited previously.
If you could provide some direction for our enquiry we would be most grateful.
We can provide a copy of all correspondence for evidence along with receipt & voucher if required.
Judy & Gary Bernasconi