Local News

Online Reservation Fails To Compute For Honeymooners

Posted August 19, 2004

— A honeymoon is supposed to be a fun-filled romantic vacation. When it did not go as planned for a Harnett County couple, they called Five on Your Side's Monica Laliberte for help.

"We wanted a tropical place, someplace warm, and Cancun was a good value," said Joey Smith.

Smith searched the Web looking for the right place for his honeymoon. He knew he wanted an all-inclusive resort and decided on the Blue Bay Getaway & Spa in Cancun, Mexico.

Smith booked online through Resort Reservations Network and paid about $2,600 including airfare.

"To me it looked like a good deal. I don't travel a whole lot, so it looked like a good deal to me," he said.

When they tried to check in, Blue Bay did not have their reservation.

"[My wife] started crying and I, of course, got pretty mad," Smith said.

The hotel only had three nights available and Smith had to pay cash up front. Then he had to find another hotel for the rest of the week, adding up to a lot of extra expenses.

When Smith got home, he called Resort Reservations Network and faxed his paperwork as the company asked.

The company blamed the error on Blue Bay and told Smith to contact the hotel for a refund. Smith says he just kept getting a runaround.

"A big headache, a big disappointment, really. You trust people to give you what you pay for and it didn't happen," he said.

So Smith called 5 On Your Side and we called Resort Reservations.

Spokeswoman Nicole Tattrie claims when they sent Smith's reservation in, Blue Bay marked the wrong date. Resort Reservations Network then credited Smith's account more than $1,200.

The cost of plane tickets, included in the price, were not refunded.

Smith says that is all he wanted.

A representative for Blue Bay confirmed the mistake was on their end. The company sent Smith a letter of apology and gave the couple a free stay at the resort.

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