Kerry and Wayne got a phone call last spring saying they had won a prize. They were getting a week at a resort in Cancun, Mexico, courtesy of the Virgin Radio Vacation Threesome contest.
But the trip ended up costing more than $3,000, since tax was not included and the resort was not up to their standards.
If you enter contests thinking you will get something for nothing, you should read this cautionary tale.
Kerry, who prefers not to use her full name, said she became suspicious when she picked up her prize at the radio station in Toronto.
“We had to pay the taxes, which I found odd. At most other radio stations, when you win a trip, it is all paid,” she said.
She and Wayne and their two young daughters were charged $1,385.20 in Mexican airport departure taxes (usually part of the air fare).
Her complaint to Virgin 99.9 in Toronto, owned by Astral Media, elicited the traditional corporate response: she should have read the fine print.
“The departure taxes for this contest were the responsibility of the winners and their guest. I cannot speak to other radio stations’ policies pertaining to trip winners,” said John Downey, assistant promotions director.
“This was noted in the rules and regulations posted with the entry form.”
They arrived in Cancun on a Saturday morning, but were not impressed with Be Live Viva Beach.
“There were two different sides of the resort,” Kerry said. “One side was old and had major water damage. The other side was new.”
They asked about switching to the new side, but backed off when they found it would cost $70 per person per night, or $1,960 for the week.
“It was out of our price range, so we had to stay with the room that came with the package,” Kerry said.
But she wanted to leave after the first day after eating a hamburger that was red on the inside, which she thinks upset her stomach. No one slept owing to other hotel guests “drinking and yelling until 4.30 a.m.”
On Sunday, she asked Nolitours (the trip sponsor) to help find another hotel in Cancun. There was little help forthcoming.
Finally, she found a booking at Dreams Cancun Resort, a pricier property ranked 35th of 174 hotels by TripAdvisor (compared to the Be Live Viva, now called Oasis Viva, which ranked 106th).
They paid $1,518 for three nights, plus $194 for one night at an airport hotel and $53 for taxi fare.
Their total cost was $3,131.59, “for a trip that we were to have won.”
Transat A.T. Inc., which owns Nolitours, took more than two months to respond to a request for compensation. The answer was no.
“The Be Live Viva Beach has consistently proven to be in accordance with the description and normally generates positive feedback from our clientele,” said Amandine Henry of the customer service office.
Contest winners were informed in writing and on the phone that they would be charged for any modifications they requested at the destination, she added.
“Although we certainly understand your displeasure, we must respectfully decline your request for a refund of the extra expenses incurred.”
Lesson learned: Do not take your family to a faraway place where you have won a week’s stay unless you are flexible. Otherwise, you’ll pay through the nose to upgrade your accommodation.
And if the airport departure tax is excluded, you have not won a free trip and you should think twice about accepting it.
Ellen Roseman writes about personal finance and
consumer issues. You can reach her at eroseman@thestar.ca or www.ellenroseman.com
http://www.moneyville.ca/artic...to-mexico-cost-3-000
