Gold Key Travel

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I recently went to Jamaica for a wedding and was told to use Gold Key Travel in Novi, Michigan; per the bride and groom. Ed and Mary Jane were very pleasant to speak to. They booked the hotel room and plane tickets. I was told that I had a spa/tour credit of $300 for booking through them. Sounds like a nice deal. Here is where the problems started.

The hotel room was booked, but the spa/tour credit amount changed to $205. The receipts that Mary Jane kept sending me were incorrect. The totals didn’t match up. When I would call or email about this issue, it would take days before I would hear back sometimes. But when she needed information, she would send out an email with the title “URGENT!!!!” This happened a few times. If Ed asked for information, I would send a reply. Then Mary Jane would ask the same question. I would reply back to that. About a month later, I would get another email requesting that same information again. There was one time that she had sent me an email stating she didn’t receive a response, which is funny because she responded back after I had sent the response.

I started to question whether or not they actually booked my room and flight so I called both the resort and the airline. American Airlines only had part of my trip booked and U.S. Airways didn’t have any record of my flight information. Mary Jane told me when she spoke to the airline agent, he had all of my flight information; without her having to tell the agent (her words). I called the airlines numerous times and they said they were still missing part of my flight information. Obviously I’m going to worry if I had a flight to make it to the wedding after I had paid for it.

Ed and Mary Jane are very nice people, but their customer service skills are very lacking, their attention to detail (especially on client receipts) is poor, and their ability to get things done in a timely fashion doesn’t exist. It has been nothing but a headache booking through Gold Key Travel in Novi, Michigan. Apparently, other guests going to the same wedding had issues booking through this agency as well. Next time, I am definitely using a larger company to book my next trip. At least they would hold one another accountable for their actions.