About Me
I'm a twenty-something business owner who loves to travel and watch movies.
I live in Metro Manila and had no idea that I was transacting with an agency all the way in Mindanao. After all I've been through with this agency, I thought that it would be good to share my experiences (as well as those of other Trip Toe customers) for public awareness.
Information is power.
I live in Metro Manila and had no idea that I was transacting with an agency all the way in Mindanao. After all I've been through with this agency, I thought that it would be good to share my experiences (as well as those of other Trip Toe customers) for public awareness.
Information is power.
My Trip Toe Story
I found out about Trip Toe's CleverBuy Boracay Package via a friend who posted it on our group's Facebook page. You only had to pay Php6,800 for a 3D/2N hotel accommodation, round trip airfare and transfers for two to Boracay!
That's just Php3,400 per person! How sweet was that right?
Prior to booking, I called the number given in CleverBuy's site to clarify some stuff because there was a clause at the bottom that indicated you have to be a group of ten. Meaning, you'd have to buy 5 vouchers. But the person I spoke with said that my group of 6 can still go. They'll just match our group of 6 with a group of 4 so that it's still an even 10.
I also requested that we stay at Crowne Regency Resort (Station 1, non-beachfront) because among the two hotels mentioned in the deal, that was the nicer one. The other one was a small, unknown hotel with a terrible looking website. She confirmed that since we were one of the first to contact her about it, it is okay.
With that in mind, I excitedly bought three vouchers (good for 6 pax) for my family's summer vacation.
Prior to booking, I called the number given in CleverBuy's site to clarify some stuff because there was a clause at the bottom that indicated you have to be a group of ten. Meaning, you'd have to buy 5 vouchers. But the person I spoke with said that my group of 6 can still go. They'll just match our group of 6 with a group of 4 so that it's still an even 10.
I also requested that we stay at Crowne Regency Resort (Station 1, non-beachfront) because among the two hotels mentioned in the deal, that was the nicer one. The other one was a small, unknown hotel with a terrible looking website. She confirmed that since we were one of the first to contact her about it, it is okay.
With that in mind, I excitedly bought three vouchers (good for 6 pax) for my family's summer vacation.
A lot has happened since then. They were mostly emails to reconfirm details like names, schedule preference, etc. but to give you a concise recap, let me share with you the email I sent to Leah last January 5, 2012. Prior to this email, I already copied my lawyer (also my boyfriend) and flat out told her that this better not be a scam.
*****************************************************************************************************
Hi Leah,
I understand that you are trying your best to accommodate all of us.
I hope you can also understand me because our transaction has not been as smooth as it should have been. I am just looking out for my family's security that's why I copied our lawyer. Please allow me to narrate my entire experience with your team so that you have an overall understanding of our frustrations.
First of all, when I emailed you the details you needed (names, package availed, voucher #, id #, preferred dates, etc.) you personally replied that I will receive the dates of our schedule the following week and you only asked for our room arrangement and additional requirements. No mention was said that there is a possibility that we will be booked in a different hotel, nor did you mention that I cannot choose the hotel. I was led to expect two things. #1) That our schedule would be available within 7-10 business days and #2) That we will indeed stay in Crowne Regency Hotel. Kindly refer to the attached document entitled Email 1 and Email 2. In case you do not believe the authenticity of its contents, please refer to the date and time stamp and look for the original email in your account.
Secondly, when someone from your team emailed me once again for another set of requirements, I gave it as soon as I read the email. Please note that we were not given a long period to prepare the documents. Your staff emailed the request last December 11 and expected all of us to reply before 10AM the following day (Dec 12). Please refer to the attached document entitled Email 3.
Upon submitting all the required documents last December 14 (Please refer to attached document entitled Email 4), I was left hanging for several weeks and received no reply from your team. Since it was the Christmas holidays, I decided not to follow up my package because I was sure that everyone (myself included) was preparing for the holidays. It is quite common for people to become lax with their responsibilities and focus more on family and parties during this time that's why I chose not to bother you with an email. I thought I could trust you and your team to deliver what I expected (or rather, what you led me to expect). If you were having difficulty getting paid by CleverBuy at this time, you should have immediately informed everyone that there will be a delay in transactions. We would have understood. But since you didn't inform us, we were led to believe that all was well.
Given that the holidays have passed and it is already the new year, I finally decided to follow up on our schedule. I then received a disturbing email informing me that Crowne Regency was no longer available and that my family had to be transferred to another hotel. I immediately called you on your cell phone and you mentioned that you remember reserving rooms at the Crowne Regency under my name. You said that my name sounded familiar and that you would double check if you indeed reserved us at Crowne Regency. You requested that I email you and that you would reply regarding our booking at Crowne Regency Hotel.
After I emailed you (please see the thread below), you only asked for our preferred date. Once again, no mention was said that our booking at Crowne Regency Hotel was under question. You didn't talk about it at all. And since I thought I was already speaking and emailing with the owner, I rightly assumed that our transaction would be in good hands! Given all that, I then receive another email from you stating that there's a possibility that you cannot book us at Crowne Regency Hotel. I do not understand why you suddenly bring this up. You could have corrected me early on instead of letting me expect that we were booked in Crowne Regency Hotel.
Now that you understand where I am coming from, I hope that our transaction will be smoother from now on. Please be as transparent as you can and let me know if you can or cannot deliver something instead of letting me expect.
Thank you very much!
Hi Leah,
I understand that you are trying your best to accommodate all of us.
I hope you can also understand me because our transaction has not been as smooth as it should have been. I am just looking out for my family's security that's why I copied our lawyer. Please allow me to narrate my entire experience with your team so that you have an overall understanding of our frustrations.
First of all, when I emailed you the details you needed (names, package availed, voucher #, id #, preferred dates, etc.) you personally replied that I will receive the dates of our schedule the following week and you only asked for our room arrangement and additional requirements. No mention was said that there is a possibility that we will be booked in a different hotel, nor did you mention that I cannot choose the hotel. I was led to expect two things. #1) That our schedule would be available within 7-10 business days and #2) That we will indeed stay in Crowne Regency Hotel. Kindly refer to the attached document entitled Email 1 and Email 2. In case you do not believe the authenticity of its contents, please refer to the date and time stamp and look for the original email in your account.
Secondly, when someone from your team emailed me once again for another set of requirements, I gave it as soon as I read the email. Please note that we were not given a long period to prepare the documents. Your staff emailed the request last December 11 and expected all of us to reply before 10AM the following day (Dec 12). Please refer to the attached document entitled Email 3.
Upon submitting all the required documents last December 14 (Please refer to attached document entitled Email 4), I was left hanging for several weeks and received no reply from your team. Since it was the Christmas holidays, I decided not to follow up my package because I was sure that everyone (myself included) was preparing for the holidays. It is quite common for people to become lax with their responsibilities and focus more on family and parties during this time that's why I chose not to bother you with an email. I thought I could trust you and your team to deliver what I expected (or rather, what you led me to expect). If you were having difficulty getting paid by CleverBuy at this time, you should have immediately informed everyone that there will be a delay in transactions. We would have understood. But since you didn't inform us, we were led to believe that all was well.
Given that the holidays have passed and it is already the new year, I finally decided to follow up on our schedule. I then received a disturbing email informing me that Crowne Regency was no longer available and that my family had to be transferred to another hotel. I immediately called you on your cell phone and you mentioned that you remember reserving rooms at the Crowne Regency under my name. You said that my name sounded familiar and that you would double check if you indeed reserved us at Crowne Regency. You requested that I email you and that you would reply regarding our booking at Crowne Regency Hotel.
After I emailed you (please see the thread below), you only asked for our preferred date. Once again, no mention was said that our booking at Crowne Regency Hotel was under question. You didn't talk about it at all. And since I thought I was already speaking and emailing with the owner, I rightly assumed that our transaction would be in good hands! Given all that, I then receive another email from you stating that there's a possibility that you cannot book us at Crowne Regency Hotel. I do not understand why you suddenly bring this up. You could have corrected me early on instead of letting me expect that we were booked in Crowne Regency Hotel.
Now that you understand where I am coming from, I hope that our transaction will be smoother from now on. Please be as transparent as you can and let me know if you can or cannot deliver something instead of letting me expect.
Thank you very much!
Sadly, our transaction didn't become any smoother. To continue the drama, below is the continuation of our email correspondence. Take note that they did NOT respond or even acknowledge my super long letter of complaint. For any business owner, this is an absolute NO NO. All complaints must be taken seriously. Especially if the customer took the time and effort to write something that long.
After reading my letter above, I just wanna give myself a pat on the back for sounding so level-headed. That's not how I am at all! I'm normally short-tempered, impatient and skandalosa. So please understand why I got sooo irritated in the course of this conversation.
**************************************************************************************
After reading my letter above, I just wanna give myself a pat on the back for sounding so level-headed. That's not how I am at all! I'm normally short-tempered, impatient and skandalosa. So please understand why I got sooo irritated in the course of this conversation.
**************************************************************************************
From: Trip toe Travels <[email protected]>;
To: Cynthia Icasas <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Sat, Jan 7, 2012 8:15:23 AM
Good afternoon Maam Cynthia,
We would to confirm if you are free to travel on April 27-29,2012 for us to have your final booking.
Thank you so god bless more power.
__________________________________
From: Cynthia Icasas <[email protected]>;
To: Trip toe Travels <[email protected]>;
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Sun, Jan 8, 2012 7:00:56 AM
Hi Leah,
Yes, we are free on those dates. Thank you!
(Take note that there was NO ACKNOWLEDGEMENT from them if this date was a go.)
_________________________________________________
From: Cynthia Icasas <[email protected]>
To: [email protected]
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>
Sent: Thursday, 12 January 2012 3:11 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Hello again!
I would like to follow up on my Boracay package schedule. Kindly let me know the schedule and if my family is booked at Crowne Regency. It has been a week since I last heard from you. Thank you!
_________________________________________________
From: Trip toe Travels <[email protected]>;
To: Cynthia Icasas <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Fri, Jan 13, 2012 6:02:09 AM
hi mam
can you send to me your confirmed travel date so we can recheck the availability of crown regency
thanks
________________________________________________________________
From: Cynthia Icasas <[email protected]>
To: [email protected]
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>
Sent: Friday, 13 January 2012 3:21 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Hi!
As I have been saying repeatedly, ANY date in the month of APRIL is fine with us. Kindly scroll down and please read the flow of this conversation.
I have written a rather long letter of complaint below which your group didn't acknowledge and now, you're asking me once AGAIN for my preferred date!!!! Paulit-ulit kong sinasagot yung tanong niyo pero HINDI mo pa rin kami mabigyan ng schedule!!!
Please book us in CROWNE REGENCY. Any date in the month of APRIL is fine with us!!!!
I really hope this can be resolved ASAP. I am giving your team another chance to perform before I issue a complaint with the proper authorities - DTI, DOT as well as various travel blogs.
Thank you!
_______________________________________________
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Saturday, January 14, 2012 1:28 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Good afternoon Maam,
We would like inform you that we are only clarifying your flight schedule. We have scheduled your travel on April 27-29, 2012. About the hotel accommodation we will inform you by next week. We understand your sentiment. And we guarantee that we will give you information by next week. We are trying our best to accommodate every client at our best. Thank you so much and happy weekends.
____________________________________________________________
From: Cynthia Icasas <[email protected]>
To: Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>
Sent: Saturday, 14 January 2012 12:04 AM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Hello Leah,
Kindly read once again what you or your staff wrote:
hi mam
can you send to me your confirmed travel date so we can recheck the availability of crown regency
There can definitely be no mistake in my understanding. Does that sound like he/she was asking for my flight schedule??? Of course not!!!! So why not just APOLOGIZE for you/your staff's mistake instead of trying to cover it up with a flimsy excuse?!?!? He/she obviously did not take the time to write down my details or look up my name and info or even read the email thread to check what my confirmed travel date was. I really hope that your transactions will be more organized than this. Since you asked for our preferred flight schedule, please see below:
April 27 - anytime between 7AM - 9AM
April 29 - anytime between 3PM - 7PM
Please note that this info has already been given TWICE in the emails dated January 2 and December 14. Moving forward, please make sure to have an organized excel file of all your clients so that your team won't have difficulty looking for information. I understand that you must already be trying your best. I thank you for the effort.
________________________________________________
From: Trip toe Travels <[email protected]>;
To: Cynthia Icasas <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Sat, Jan 14, 2012 11:46:24 PM
Hi mam
This re inquery does not harm anything as i believe reconfirmation lies with all good intention to recheck and crosscheck anything. If you find this something, that is all up to you. We are doing our best to accommodate your concerns and have given priorities. Our services would bend down to serve clientele satisfaction , as it serves the package 6,800 good for two cheapest package. I would not apologize for we never intend to hurt our client by reiterating our queries, for we do encounter changes from them time to time.
as you have paid direct to the cleverbuy we have to adhere on thier policy of coupon validation that takes an ample days of reconsideration letting us know that vouchers are genuine with real buyers.we only get paid by the cleverbuy after your vouchers validation. i see no reasons for all of thesewe hope to serve you but policy and procedure are still being followd
thanks a lot
_________________________________________
From: Cynthia Icasas <[email protected]>
To: [email protected]
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>
Sent: Sunday, January 15, 2012 11:53 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Let me give you a recap. I followed up our package. Your staff inquired my travel date. I replied and got irate. You replied and said that your staff was NOT inquiring my travel date but was actually inquiring my flight schedule. I replied, gave you the details and got irate once again. Now you claim that your staff was in fact just clarifying my travel date and NOT asking my flight details. As you can see, there is big disconnect here. Ano ba talaga, clarifying lang o flight schedule ang kelangan?
Really really praying hard that we can have a smoother transaction.
Thank you for trying your best to accommodate us.
To: Cynthia Icasas <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Sat, Jan 7, 2012 8:15:23 AM
Good afternoon Maam Cynthia,
We would to confirm if you are free to travel on April 27-29,2012 for us to have your final booking.
Thank you so god bless more power.
__________________________________
From: Cynthia Icasas <[email protected]>;
To: Trip toe Travels <[email protected]>;
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Sun, Jan 8, 2012 7:00:56 AM
Hi Leah,
Yes, we are free on those dates. Thank you!
(Take note that there was NO ACKNOWLEDGEMENT from them if this date was a go.)
_________________________________________________
From: Cynthia Icasas <[email protected]>
To: [email protected]
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>
Sent: Thursday, 12 January 2012 3:11 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Hello again!
I would like to follow up on my Boracay package schedule. Kindly let me know the schedule and if my family is booked at Crowne Regency. It has been a week since I last heard from you. Thank you!
_________________________________________________
From: Trip toe Travels <[email protected]>;
To: Cynthia Icasas <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Fri, Jan 13, 2012 6:02:09 AM
hi mam
can you send to me your confirmed travel date so we can recheck the availability of crown regency
thanks
________________________________________________________________
From: Cynthia Icasas <[email protected]>
To: [email protected]
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>
Sent: Friday, 13 January 2012 3:21 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Hi!
As I have been saying repeatedly, ANY date in the month of APRIL is fine with us. Kindly scroll down and please read the flow of this conversation.
I have written a rather long letter of complaint below which your group didn't acknowledge and now, you're asking me once AGAIN for my preferred date!!!! Paulit-ulit kong sinasagot yung tanong niyo pero HINDI mo pa rin kami mabigyan ng schedule!!!
Please book us in CROWNE REGENCY. Any date in the month of APRIL is fine with us!!!!
I really hope this can be resolved ASAP. I am giving your team another chance to perform before I issue a complaint with the proper authorities - DTI, DOT as well as various travel blogs.
Thank you!
_______________________________________________
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Saturday, January 14, 2012 1:28 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Good afternoon Maam,
We would like inform you that we are only clarifying your flight schedule. We have scheduled your travel on April 27-29, 2012. About the hotel accommodation we will inform you by next week. We understand your sentiment. And we guarantee that we will give you information by next week. We are trying our best to accommodate every client at our best. Thank you so much and happy weekends.
____________________________________________________________
From: Cynthia Icasas <[email protected]>
To: Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>
Sent: Saturday, 14 January 2012 12:04 AM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Hello Leah,
Kindly read once again what you or your staff wrote:
hi mam
can you send to me your confirmed travel date so we can recheck the availability of crown regency
There can definitely be no mistake in my understanding. Does that sound like he/she was asking for my flight schedule??? Of course not!!!! So why not just APOLOGIZE for you/your staff's mistake instead of trying to cover it up with a flimsy excuse?!?!? He/she obviously did not take the time to write down my details or look up my name and info or even read the email thread to check what my confirmed travel date was. I really hope that your transactions will be more organized than this. Since you asked for our preferred flight schedule, please see below:
April 27 - anytime between 7AM - 9AM
April 29 - anytime between 3PM - 7PM
Please note that this info has already been given TWICE in the emails dated January 2 and December 14. Moving forward, please make sure to have an organized excel file of all your clients so that your team won't have difficulty looking for information. I understand that you must already be trying your best. I thank you for the effort.
________________________________________________
From: Trip toe Travels <[email protected]>;
To: Cynthia Icasas <[email protected]>;
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Sent: Sat, Jan 14, 2012 11:46:24 PM
Hi mam
This re inquery does not harm anything as i believe reconfirmation lies with all good intention to recheck and crosscheck anything. If you find this something, that is all up to you. We are doing our best to accommodate your concerns and have given priorities. Our services would bend down to serve clientele satisfaction , as it serves the package 6,800 good for two cheapest package. I would not apologize for we never intend to hurt our client by reiterating our queries, for we do encounter changes from them time to time.
as you have paid direct to the cleverbuy we have to adhere on thier policy of coupon validation that takes an ample days of reconsideration letting us know that vouchers are genuine with real buyers.we only get paid by the cleverbuy after your vouchers validation. i see no reasons for all of thesewe hope to serve you but policy and procedure are still being followd
thanks a lot
_________________________________________
From: Cynthia Icasas <[email protected]>
To: [email protected]
Cc: Atty. Mark Darwin Atienza Camara <[email protected]>
Sent: Sunday, January 15, 2012 11:53 PM
Subject: Re: ATTN: LEA (CleverBuy Boracay)
Let me give you a recap. I followed up our package. Your staff inquired my travel date. I replied and got irate. You replied and said that your staff was NOT inquiring my travel date but was actually inquiring my flight schedule. I replied, gave you the details and got irate once again. Now you claim that your staff was in fact just clarifying my travel date and NOT asking my flight details. As you can see, there is big disconnect here. Ano ba talaga, clarifying lang o flight schedule ang kelangan?
Really really praying hard that we can have a smoother transaction.
Thank you for trying your best to accommodate us.
After that, the next email I received from her team was our e-ticket! HOORAAY!! But wait, she sent me two files with two different booking codes! I had to email her several times before she replied which was the real one. Stupid me, I didn't check with the airlines to reconfirm. (Update: I finally called to confirm with the airlines and guess what? The booking code I had was already lapsed due to nonpayment! I emailed Leah about it and received a new set of booking codes. When I called the airlines to confirm, it was all good. Thank God!)
But moving on with the story, I was now following up our hotel reservation.
I was still set on getting Crowne Regency at this point but after numerous follow-ups and still no confirmation, I finally relented and told them to book me at a different hotel since it looks like Crowne Regency is already fully booked. (Only because it took them so long to reserve a hotel! Had they reserved our rooms last December, it wouldn't have been a problem.)
I called Leah about this and she gave me other hotel options. Please see email below:
__________________________________________________________
From: Cynthia Icasas <[email protected]>
To: Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>
Sent: Wednesday, 15 February 2012 9:21 PM
Subject: ATTN: LEAH Boracay Package Apr27-29
Hello Vanj!
I just spoke with Leah and I confirmed with her that our group will rather stay at BORACAY REGENCY since I saw that there are no available rooms at Crowne Regency. Kindly let me know if there are available rooms for April 27 - 29 at BORACAY REGENCY. If there are, please book us ASAP and do advise me how much I need to add for a buffet breakfast.
If ever there are none available at BORACAY REGENCY, then please check with Alta Vista de Boracay.
First Option: Boracay Regency
Second Option: Alta de Vista
Thanks!
___________________________________________________
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Thursday, February 16, 2012 3:52 PM
Subject: Re: ATTN: LEAH Boracay Package Apr27-29
hi mam
i was already instructed by sub office, please give us until next week to facilatate it.
thank you
jessy
From: Cynthia Icasas <[email protected]>
To: Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>
Sent: Wednesday, 15 February 2012 9:21 PM
Subject: ATTN: LEAH Boracay Package Apr27-29
Hello Vanj!
I just spoke with Leah and I confirmed with her that our group will rather stay at BORACAY REGENCY since I saw that there are no available rooms at Crowne Regency. Kindly let me know if there are available rooms for April 27 - 29 at BORACAY REGENCY. If there are, please book us ASAP and do advise me how much I need to add for a buffet breakfast.
If ever there are none available at BORACAY REGENCY, then please check with Alta Vista de Boracay.
First Option: Boracay Regency
Second Option: Alta de Vista
Thanks!
___________________________________________________
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Thursday, February 16, 2012 3:52 PM
Subject: Re: ATTN: LEAH Boracay Package Apr27-29
hi mam
i was already instructed by sub office, please give us until next week to facilatate it.
thank you
jessy
Take note their habit of promising to give you details/updates by "next week" but when that week comes to pass, they don't send anything! I believe I wouldn't have been irate if they just informed me the status of our hotel confirmation on the promised date.They should be the ones to take initiative in updating because they were the ones who promised that date.
Case in point below. Take note of the dates.
____________________________________________
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Tuesday, March 6, 2012 10:41 PM
Subject: Re: ATTN: LEAH Boracay Package Apr27-29
Hi mam
we are just waiting for the confirmation of alternative hotels, we hope to setlled this next week.thanks
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Tuesday, March 6, 2012 10:41 PM
Subject: Re: ATTN: LEAH Boracay Package Apr27-29
Hi mam
we are just waiting for the confirmation of alternative hotels, we hope to setlled this next week.thanks
At this point, I couldn't take it anymore. I was just so frustrated and worried that this was one big SCAM! Why else would they keep pushing back my hotel confirmation right? So I looked for the very first email Trip Toe sent because the addresses of all the other Trip Toe customers were there. I wrote:
____________________________________
Sent: Monday, March 19, 2012 8:59 AM
Subject: Re: vouchers
Greetings to all Trip Toe Travel Customers!
I would just like to inquire if you are also having difficulty in finalizing your bookings with them. I purchased a deal through CleverBuy last December and we were informed that our scheduled travel date is on April 27-29 but until now, we have no confirmation voucher nor a HOTEL! I'm also having difficulty contacting Leah (the supposed owner) through her mobile #09474902984.
In case you are also a dissatisfied customer, please do get in touch with me so that we can help each other. I am seriously considering filing a case against her in case this turns out to be fraud. BUT I'm crossing my fingers and hoping it's just disorganization on her part.
Thank you so much for taking time to read my email.
Cheers,
Cynthia Icasas
Several customers opened up and shared their frustrations with Trip Toe while others tried to CALM US DOWN and said that their trips PUSHED THROUGH. For more information regarding other customer's stories, please go to the Customer Review page.
As of today, April 14, 2012, we still DON'T HAVE A HOTEL BOOKING. I keep following up with Trip Toe but I seriously doubt I'll get it anytime soon. Based on the stories found in the Customer Review page, I'll probably get my hotel booking 1-2 days before our scheduled departure on April 27.
UPDATE 04/19/2012: So far, Trip Toe has been replying to my emails even if I could not get in touch with them via mobile or landline.
________________________________________
From: Cynthia Icasas <[email protected]>
To: Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>; "[email protected]" <[email protected]>
Sent: Tuesday, 17 April 2012 12:19 AM
Subject: RE: ATTN: LEA Boracay Package Apr27-29
Hi Leah/Trip Toe Team!
I would like to once again follow up on our HOTEL confirmation for our Boracay Trip on April 27-29. You mentioned last week that you will give me the details I need by Monday (which was yesterday) yet you did not email me. I have copied Mich (your travel partner) in the hopes that our transaction becomes smoother. Please don't forget to include the details of our TRANSFERS (included in the package we got from you) and BUFFET BREAKFAST (which I'm willing to pay).
Dear Mich, I hope you don't mind that I copy you in all my email correspondences with Trip Toe from here on out. It'll only be until next week (April 27). I just need an extra person who can witness and document our transaction. Thank you very much!
_____________________________________________________________________
From: Aldrich Travel and Tour <[email protected]>
To: Cynthia Icasas <[email protected]>
Cc: Trip toe Travels <[email protected]>; [email protected]
Sent: Tuesday, April 17, 2012 10:23 PM
Subject: Re: ATTN: LEA Boracay Package Apr27-29
Dear Cynthia, and Trip Toe Staff,
No problem for me to copy me in regarding your transaction with Trip Toe Travel.
I just want to make a clarification about the relationship of my travel agency (Aldrich Travel and Tour) to Trip Toe Travels and Tour. First, my travel agency don't have any idea or any responsibilities what transaction was made by Trip Toe Travels to Icasas group or to any of their clients. Second, Aldrich Travel and Tour and Trip Toe Travels is not a travel partner or what we called a business partner. Aldrich Travel and Tour is only one of the travel agencies where Trip Toe Travels purchased airline tickets for their clients.
Once again, Aldrich Travel and Tour is not liable or responsible for any transaction made by Trip Toe Travel to their clients. However, we could help answer their clients inquiries to check if they have a confirmed ticket from our office and help them to forward their inquiries to Trip Toe Travel. Hope this would clarifies the relationship of Aldrich Travel and Tour with Trip Toe Travel.
Thank you so much.
____________________________________________________
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Wednesday, April 18, 2012 7:18 AM
Subject: Re: ATTN: LEA Boracay Package Apr27-29
Good day
we will send your hotel accommodation on April 23, 2012 upon the final confirmation of our hotel since this is a group tour we have schedule on release of our accommodation.
thanks
anna lou
Not sure if you noticed but I included Mich's email above as well. They've been often referred to as Trip Toe's "partner agency" in Manila but apparently, they're not. Trip Toe hired them to book our airplane tickets. May ganon pala ano? A travel agency hiring another travel agency.
Anywho, I sincerely hope that our transaction pushes through. Truly, if not for my nephews, I wouldn't be going through all this effort and stress. It's just so hard to say no to kids.
I read A.G.'s email stating that Trip Toe's APRIL trips will be postponed or refunded. I sure hope that doesn't apply to us since we already have confirmed plane tickets. And based on the email from Trip Toe dated April 18, it seems that we're still pushing through.
I've been consistently following up our hotel booking but to no avail. Plus, they tried to mislead me by saying that we already have a hotel but when I called the hotel directly, the hotel said that they're already fully booked and Trip Toe did not make any reservations with them! Please see email below:
___________________________________________________
From: Cynthia Icasas <[email protected]>
To: Trip toe Travels <[email protected]>
Cc: "[email protected]" <[email protected]>
Sent: Monday, 23 April 2012 5:32 AM
Subject: APRIL 27-29 BORACAY PACKAGE - 6pax (TripToeTravel)
Hello Trip Toe Team!
If ever you're having difficulty booking us a hotel, we're okay with separate rooms. I already called majority of the hotels in Boracay and found that there is ONE room available in MICROTEL (good for four) and ONE room available in ARTISTA VILLAS (good for two) which is perfect for our group of six. Don't forget our TRANSFERS(included in your package) and BUFFET BREAKFAST (which I'm willing to pay separately). Please advise ASAP if you can book this for us. Ayan ha, ako na ang tumawag sa mga hotel at naghanap ng rooms for us. Hope you would have the decency to at least reply. Any reply (whether positive or negative) would be appreciated rather than to have no reply whatsoever. Sayang naman yung airfare kasi bayad na yun. Thanks and God bless!
__________________________________________________________
From: Trip toe Travels <[email protected]>
To: Cynthia Icasas <[email protected]>
Sent: Tuesday, April 24, 2012 1:49 AM
Subject: Re: APRIL 27-29 BORACAY PACKAGE - 6pax (TripToeTravel)
Good day
we have available room booking for velis inn for your group.This is the accommodation that will be used for the package.
thanks a lot
anna lou
________________________________________________
From: Cynthia Icasas <[email protected]>
To: "[email protected]" <[email protected]>; "[email protected]" <[email protected]>; Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>; "[email protected]" <[email protected]>
Sent: Tuesday, April 24, 2012 8:54 AM
Subject: APRIL 27-29 Velis Inn - TripToe Travel
Dear Velis Inn,
Please see TripToe Travel's email below stating that they will book us at your establishment on April 27-29. Hoping for your favorable reply.
Hi Trip Toe Team!
Thank you for the advise. I hope this is an AIRCONDITIONED room with TRANSFERS. Thanks!
_____________________________________________________________
From: Cynthia Icasas <[email protected]>
To: "[email protected]" <[email protected]>; "[email protected]" <[email protected]>; Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>; "[email protected]" <[email protected]>; "[email protected]" <[email protected]>
Sent: Tuesday, April 24, 2012 3:42 PM
Subject: Re: APRIL 27-29 Velis Inn Bora - TripToe Travel
Dear All,
As per Velis Inn, they are fully booked this weekend (April 27-29). Hope TripToe can make the necessary adjustments. And Anna Lou, please remember that once you give a customer the name of a hotel, that customer will most probably check directly with the said hotel so be careful with what you say. Only say things that are confirmed. If it's not yet confirmed, use words like "we'll try" or "we might" in your sentence. Otherwise, customers will think that you are misleading them with false information.
Also, please note that I am fine with ANY hotel as long as it's AIRCONDITIONED and that TRANSFERS are included. I'm even okay if we're booked in SEPARATE hotels because I understand that it's very difficult to book a hotel now. As mentioned, I myself called a lot of Boracay hotels yesterday and most of them are fully booked. I would really appreciate it if you find our group a place to stay as soon as possible.
Thanks and God bless!
After that, I was finally able to talk to someone from Trip Toe (she refused to give me her name but she's the one who answers the phone number 0906-5313133). She said that they're trying their best to book us a hotel and that they'll give the confirmation vouchers the next day (April 25) but when that day arrived, they still didn't have a hotel for us. I called her in the morning and in the afternoon but still NO HOTEL. So finally, when I spoke with her this morning of April 26, she said that they still DIDN'T have a hotel for us because she couldn't get in touch with her staff (someone named Sally) who's supposedly in charge of booking our hotel. And the funny thing is, she ASKED FOR MY HELP in booking a hotel for us! What was she thinking?! It was ONE DAY BEFORE our scheduled departure and she had the nerve to ask for my HELP??? After the many many months of FOLLOWING UP??? So I decided to be upfront with her and told her that if she didn't deliver, then I'll definitely post about my experience in this website and take legal action. She asked for my understanding and if I could just give her another chance. In my head, I thought, "You've had since December to book this hotel for us. And you're still asking for another chance?! Given that we're already leaving tomorrow?!" But instead I said, "You have until today to deliver." She said that she'll get back to me ASAP. And she did. Someone from Trip Toe texted me that they were able to book ONE room in Villa Simprosa, Station 2 but they're still looking for ANOTHER room for us. Please see below the text message I got from 0905-4203383:
I bought THREE vouchers from them so doesn't that mean we should receive THREE rooms? Plus, we're SIX in the group and we only have ONE confirmed hotel room as of 1PM, April 26. What was I to do? Was I supposed to trust that they can book us another room before the end of the day? If they were able to get us just ONE room after many many MONTHS of following up, how could they book me another room in less than four hours?
So I decided NOT TO AVAIL the hotel from them anymore. Thankfully, I was able to get rooms from booking.com. It was pricier, yes. But that's what you get for booking a hotel at the very last minute. When I spoke with Trip Toe again, they offered to refund my hotel purchase. In my head, I was like, "Yeah right! As if you'd be able to pay me eh you could've booked me through booking.com hours ago instead of letting me book it myself!" but instead I said, "Since you were able to deliver 50% of the promo by giving me airplane tickets, you can just refund me 50% of the Php6,800 deal." -- I think this is more than fair considering the ordeal we had to go through. Please see below my email:
_______________________________________________
From: Cynthia Icasas <[email protected]>
To: Trip toe Travels <[email protected]>
Cc: Atty. Mark Darwin Camara <[email protected]>; "[email protected]" <[email protected]>; "[email protected]" <[email protected]>
Sent: Thursday, April 26, 2012 4:27 PM
Subject: Re: REFUND REQUEST (April27-29 Boracay via TripToe)
Dear Trip Toe Team,
Given that it's just one day before our departure date and TripToe was only able to give us ONE room (we purchased THREE vouchers, so that means we're supposed to have THREE rooms), I decided NOT to get your hotel booking. I'm sure you understand that it's hard for me to TRUST your team to give us the rooms we need when I've been constantly following up for FOUR MONTHS already. I booked our own hotel via booking.com and it took me less than one hour. You've had four months to prepare, yet you could only give me ONE room. How funny is that?
Since only 50% of the deal has been delivered (our airfare), I would like to ask for a 50% refund of our Php6,800 purchase.
Actual purchase: 6,800 x 3 = 20,400
50% = 10,200
Please deposit in my BPI account:
Bank of the Philippine Islands
Account Name: Cynthia E. Icasas
Account Number: xxxx-xxxx-xx
I've attached our CleverBuy vouchers for your verification.
Thank you very much and God bless!
I'll update this once we receive our refund.
I hope that our experiences will serve as learnings for you. If you have any questions, please do contact me via the Contact page.