As soon as I received my "free" hotel and theme park voucher for attending a Welk presentation, I came to read review on Yelp on Casablanca Express. I knew about the tricks that they put you through and I was determined to follow the rules to the tee.
But guess what, they are still out to screw you over! 3 days after I received my voucher, I filled in my form and send my $75 deposit to Casablanca (via snail mail of course at their insistence). I triple checked everything and also took photos of the form just in case. I received the mail back saying that they have received my deposit, with the instructions for booking.
I followed the instructions to a tee, planned for a time that is not summer, not school holidays, not a busy season (I booked 5 Oct 2017), and I booked this months ahead of my travel date. They confirmed the booking and sent me a return mail, and said that someone would call me in a months time. When I heard nothing from them at the beginning of September 2017, I called them to ask them. They of course said that they cannot do anything for me until one month out from my travel date.
I can see no reason why they choose to enforce this policy except to increase the chance that they would upgrade. Finally on 7 September, I receive the call. As expected, I was told to pay over $200 to "upgrade" my accommodation as the one that comes free is terrible, not suitable for more than 2 adults, far away...etc. I was expecting the upsell but I did not need to upgrade.
Despite pressure, I resisted and said I would take the "free" accommodation. When Simon knew that he couldn't sell me, he became very rude, and would not tell me anything about the accommodation I would get, and just said I would receive the vouchers in the mail 7-10 days before the trip. I am sure they leave it to the last minute to pressure you some more. I waited until 7 days out before my travel date (26 Sep), and of course, having received nothing, to call again.
After I gave my confirmation number, they now told me, that my voucher would now be "emailed" to me, and I would only be able to receive it on Tuesday 3 Oct for my 5 Oct travel date, but I would also need to receive a call from their agent to "confirm". Despite saying that I have already confirmed everything and I would just like to receive my voucher that I actually paid $75 in taxes for, they refuse to review anything, and I would just have to wait for "the call" and "the email". I don't see any reason why they cannot send me my voucher except for another opportunity to upsell me on the call and to make my trip as inconvenient as possible.
I am not sure whether I will get to go on my trip that took 1+ year in the planning (I received the voucher in Sep 2016), but I sure will not go anywhere near Casablanca Express again. Hopefully by posting my experiences here it will help other unsuspecting prospects they will try to trick.
Review about: Casablanca Express Room Booking.
Reason of review: Poor customer service.
Monetary Loss: $200.
Preferred solution: Let the company propose a solution.
I didn't like: Being lied to, Misleading scam, Misinforming practices, Rude staff, Constant upsell.