Punta Cana Princess All Suites JetBlue Vacations: * My wife and I just returned fr...

GetHuman-ouropie's customer service issue with JetBlue from October 2018

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Punta Cana Princess All Suites JetBlue Vacations: * My wife and I just returned from a seven day stay at the Punta Cana Princess All Suites Adults only located in the Dominican Republic, October *th thru October **, **** room ****. We booked our vacation package with JetBlue vacations which included flights, hotel and airport transfers, this was our fourth trip to an all-inclusive resort in the Dominican and third trip booked with JetBlue. Our round-trip flights from Boston Ma. to the Dominican were on time and uneventful, smooth….no complaints, the hotel transfer was booked thru JetBlue and provided by Travel in Style, always nice vans but it would be nice if the drivers could speak some English. Princess All Suites is very nice smaller than most resorts, the food was okay and staff for the most part were excellent, they do however have a problem with mosquitoes and they seem to be immune to the bug repellent we brought with us. * On Tuesday October *th the day started with our usual routine breakfast then head to the pool for the day. We left the room around *:** am and returned around *:** pm, my wife wanted something for the itch from the bug bites so I grabbed a credit card from my wallet and we went to the store at the resort, when the clerk ran the card I gave her she said it wasn’t working…????....it was an expired card so I ran back to the room grabbed my wallet and all my credit cards and $**.** in cash was gone, the expired card was left behind. We immediately went to the front desk to report that our room was robbed, we spoke with the hotel manager who escorted us back to the room with hotel security. I was panicking a bit and I couldn’t find my cell phone and thought that was stolen as well but fortunately we did find it in my luggage where I left it, at this point I could see that the hotel was assuming I was making up the story…..my wallet was in my back pocket of my shorts that I had worn the night before and placed in my suitcase with the dirty clothes. So, at some point between *:** am and *:** pm someone went in the room and rummaged thru our belongings and cleaned out my wallet, at least my wife had the sense enough to put everything else in the safe. * The hotel keeps a record of who accesses the room by the door swipes, according to their records our room was accessed twice by security around **:** am so the room could be fumigated, we had no prior notice that the room was to be fumigated. The room was accessed again around **:** pm by the maid. After contacting our credit card companies, we learned that three transactions took place from my Bank of America Visa card at **:** pm and **:**pm to a KC Tours Bavaro each in the amount of $***.**. The maid has been in the room each day prior with no issues and was cleaning the room while the credit card was being used. The fact that one hour after the room was fumigated the credit card was used, one can only assume the security guard or the fumigator used the card. As I learned from hotel management the guy who was fumigating the room was a sub-contractor hired by the hotel and escorted by hotel security, he had free rein to access the room. Common sense tells me that the guard was not in the room while he was fumigating and the fumigator had the opportunity to search the room. On Wednesday the hotel manager and security escorted me to the Dominican police station so I could file a report. On Thursday the assistant general manager Orlando Pimentel told me that according to the police department data on businesses KC Tours Bavaro did not exist. Mr. Pimentel stated “This does not happen in this hotel…your card was probably cloned and accessed in the states”. NO! I stated........how do you explain the cards are gone cash is gone and were used from a location in Bavaro? He had no explanation to my question. I asked Mr. Pimentel for copies of my complaint and the room access info for the bank and I was told that is privileged hotel information. Mr Pimentel stated that he would e-mail me more info but as of October **th I have had no contact from the hotel about this matter. You can deny it all you want but there is a thief with access to every guest room at that resort.* Although the resort is very nice, the staff is great, and entertainment was very good, my wife and I could not shake the feeling that we were not safe……after traveling all over the Caribbean, Europe and North America for over twenty years we have never had this feeling before. Hotel managements attitude toward the situation was totally unacceptable so we will never return to Punta Cana Princess again or recommend the resort to anyone. Once we were home I contacted Bank of America and was told that my Visa card was used a total of four times, three charges in Bavaro and one in Punta Cana totaled over $*,***.** in charges, Bank of America did return the money to my account but I am still out the $**.** dollars cash not to mention all the inconvenience that ruined our vacation. *Ronald & Susan Martel*JetBlue Vacations Booking * A*********
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Customer service issue
Reported by GetHuman-ouropie
Oct 20th, 2018 - a mon ago
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Oct 20th 6:30pm