iTravel - Delray Beach, Florida

kevin S.

Update:

5 Stars based on corporate level follow-up.

While the basis for my previous 1 star review remains and should be a caution to customers, I would like to shout out a 5 star rating for the excellent corporate follow-up by Ismael in the Office of the President.

Ismael assured me that my consultant and her manager have been coached on how to handle this type of situation- that it is not a hard and fast rule that 10 days prior the final payment must go through. The customer can request other final payment arrangements and that they must follow this instruction.

Original Review:

Notwithstanding the fact that anyone you talk to you at icruise will keep repeating their policy of 10 days prior, if they are directly instructed not to do so and they confirm in writing their agreement, they should not be doing so This company will put through a final cruise payment 10 days before it is due to the cruise line.

Even though I had extensive emails back and forth (as well as recorded phone calls) in which the agent agreed to my request to stop the automatic payment 10 days prior- the payment was processed against my specific instruction and their agreement thereto.

They refused to offer any apology or goodwill gesture.

Priscilla T.

Buyers be aware of their cancellation policy. It is not transparent at all.

We booked 3 rooms on a Royal Caribbean cruise for this coming April.
We booked via phone mid August.
On the phone, we were reassured that as long as we cancel outside of 90days window, we would get a full refund.

We had to cancel one of the three rooms due to a conflict in schedule. I had multiple phone calls to cancel this one room and they kept using the delay tactics on me -- 24hrs to investigate, which turned into three business days, then 3 more business days. Ultimately it took more than 1 month before I could get any substantial answer from anyone. One of the agents we talked to, stated they will provide me a full refund if it was found to be the fault of their agent after their call review. One of the managers emailed me back saying call review was done and they are not at fault.

I asked to review the call that was done on Augusg 16th, I was given a "summary" of the call, saying that I agreed the deposit was nonrefundable, which was not what was heard by me and my spouse while making that call!

Despite multiple requests, they would not release the call recording to the customer because they say it is "against their company policy". How can you review a case when only one side gets to review the recording? It is whatever they say.

It is extremely disingenuous how they operate their business.

If you must book with them, get a recording of your own with the agent's name, your name, the cancellation policy (have them repeat it on recording), when you are ready to make payments.

Better yet, just book directly via the cruise line. Get a detailed written statement about your cancellation time line. What they give you is not actually cheaper than the cruise line directly when we did our own investigation.

We only booked with them because we have had previously good experiences booking with them for 3 of our cruises.

Ultimately, after close to 2 months of back and forth with them, they canceled our one room that needed to be canceled with no direct refund. We were given 500usd of future booking credit, that was all they could offer.
Such booking credit, cannot be used all at once at the same booking either. It is up to their discretion how much of that 500usd you can use for one booking. All in all, this was a complete mess.

We will be telling friends and families to never use this service again. There are others, more honorable agents out there.

W A. B.

There is no such thing as a discount cruise but a great advisor will help identify the best value for your budget. Your time and money will benefit from good advice. We all need a knowledgeable advisor when a decision we get to make has multiple variables and built in jargon and layers. You will benefit from having an agent that understands the industry and guides you through the options and hidden rebates and helps you avoid small inducements that can negatively impact a vacation. We first used Alena Einfeldt at icruise (the company WMPH - We Make People Happy) to plan a multi-family 19 person cruise trip to Alaska in 2015. It was the first cruise experience half of us had ever taken. Alena Einfeldt answers her phone and when she is busy, she returns your call. Her understanding and advocacy has provided logic, assurance and value even when our trips have purposefully been very expensive decisions. Alena can be trusted to advise you in your process and planning a special experience with your family.

Ethan F.

Booked a cruise with these guys being told the entire time that I could get a full refund as long as it was at least 75 days before the cruise. My wife ended up losing her job so I tried to cancel said cruise but found out that I had been lied to and that my cruise was actually not refundable. I was on the phone for hours with this guy who was basically a broken ai who just said the same thing over and over again. I will never use Icruise again. They are simply a scam.

Eleonor S.

I am pleased to share that I have booked several cruises with the agency, and each time I have been thoroughly satisfied. The great prices and smooth organization always ensure that the vacation is truly relaxing and memorable. The professionalism and flexibility of the agency have always been reassuring to me, and I am happy to recommend them to others seeking experiences filled with adventure. Thank you to the agency for their excellent service, and I can't wait to travel with them again!

robert B.

Judy is a great sales person who strives hard to get the best deal for her clients. We have had lots of invaluable advice on previous trips and on this our third with Judy.
Thanks Judy from Janet and Robert.

Bob B.

We received an unsolicited email with cruise offers some looked too good to be true. After selecting one it was real and a fantastic deal. 10 minutes we were booked, confirmations were received and Royal had our cruise logged no their web site! Would use this service again!

Lynn S.

Love to book our cruises with Andrea Singer and iCruise. She always remember what we like.