Poor communication to queries. Travelled in August to New York with My New York 5 travellers
Disappointed with queries (2issues) regarding a recent trip to New York in August 2016. I booked this holiday back in November 2015. ISSUE 1: I had heard that hotels were charging a New York tax to travellers so I asked the question on My New York by email in March 2016 if this was the case. The reply was as follows 'No it is not because you have booked through us and what you have paid does not included any hidden charges or taxes' When we checked in we were told that there was a tax to pay of $65 per room. We had 3 rooms so an extra $195 which we had not budgeted for. I did email My New York after the holiday and the reply was very patronising stating that I would of had to pay this charge anyway regardless what I had been advised. A very disappointing response. I was also told that I would save the money paid out in any future bookings with the My Vacations Group (division of Acetrip Ltd). Assuming I would be booking through them again! ISSUE 2: Another issue we had was the fact that when we checked with United Airlines prior to departure our seating arrangements we were told that we could not sit together unless we paid extra money. United Airlines stated that it was up to the holiday provider to make sure that the party were sitting together. So we now had the disappointment of a 7 hour flight where we could not sit together as a family. Calls were made to My New York but they were not interested and if we wanted to sit together we would have to pay extra money. Luckily when we checked in at the airport the lady at check in felt sorry for us and managed to seat us closer (although still not together). The holiday was paid to My New York and this should have been their responsibility. This was also emailed to My New York and a reply on the 31 August stated that this would be looked into as a request should have been made for a party of people travelling together. It's now 27th September and I haven't had any more correspondence. This to me shows that they are not interested in customer service and I will not be booking with this company in any capacity again and would recommend the same to anyone.