Another unhappy customer has same compliant about their modus operandi

I have cut and pasted an earlier review from the booking done on 16th September 2019 Whilst the people involved may be different the modus operandi appears to be exactly the same as my / my wife's experience . Their communication is apaling and the cancellation policy and more particularly the 105 day penalty makes no sense and contrary to inter alia the conventional penalties act and the consumer protection act . They "bul**** us into not cancelling however have failed to advise us as to what is happening to our Bahamas leg of the cruise which has changed because of the typhoon / disruption If I could I would give them a minus 5 star rating and can assure you this is my last booking with Imagine cruising ( I booked by mistake with them As I thought I was booking with Nicole of Cruisabout in century City who gave us excellent service last year on our trip from Durban to Venice . Now we going from Venice to frt Lauderdale (Hopefully ) with a Imagine cruising

On 2019/09/16 my wife responded to an advert for a cruise from Dubai to Italy. She was assisted by Fran Bester. The reason for the call was to enquire about all detail of the cruise. Fran was very persistant in closing the deal and wanted the credit card details before sending any correspondence wrt pricing of the cruise. Prior to receiving any detail and only on verbal communication she processed the deal and a deposit of R36 000.00 was debited from my account. She later sent an email to my email address confirming that the cruise and flights had been booked. I was requested to send copies of our passports. This I did the following day. They however did not send a return email or make any attempt to advise that this had been received. My wife once again had to call them to enquire as to receipt of documents to which they acknoledged receipt. When asked why they did not respond they indicated that they had sent an email and that we should check our spam mail.The following day they sent all correspondence to the email address of my wife and the primary member was not indicated correctly. We once again called them to advise that this was incorrect and my wife was advised that she could not speak to the sales person Fran Bester. She had booked us into a cabin on the 1st floor without advising this telephonically. This was only evident on receiving the correspondance. On 19/09/2019 I called their office and advised that I wanted to cancel the reservation which was for flights, one night pre cruise hotel accomodation and cruise. They advised that they could only do this by an email. This was done and Sandy of customer services advised that I am in a 105 days or more loss of deposit loss of deposit bracket and a penalty of R32 738.18 was to be witheld. which means that I would be refunded with an amount of R3261.82. With my communication Fran Bester she never advised or quoted any amounts or any penalty clauses advising me of the amounts. Had Fran Bester advised that a penalty of Thirty two thousand seven hundred and thirty eight rand (R32 738.18)would be app**** I would not have supp**** my credit card detail prior to firstly receiving a written quote. Neither are any amounts quoted in the correspondence which was sent to my wife's e-mail address. Do not give your credit card details to imagine cruising before they send you correspondence. They do their business in a manner which seems very shady. How can they book a cabin without me agreeing to the cabin.On all past cruises with companies not so shady as imagine cruising we were offered the opportunity and cabins on various decks to make our choice. They send e-mails to the secondary member and also have mixed the primary and secondary members around. They have not sent a detail of costs for extra items requested which was always the case with other travel agencies. My wife also requested flight fom Port Elizabeth to Johannesburg and Fran simply ignored the request.

Unhappy customer