Advanced Reservations Systems, Inc.

Advanced Reservations Systems, Inc., which also operates under the name ARES Travel, is a San Diego-based travel agency located at 2079 Garnet Ave. While it maintains a physical address, its primary function is that of an online travel agent, specializing in providing access to attractions, hotels, and various vacation packages. The company's value proposition centers on offering discount travel deals, a feature that attracts customers looking to save money on their travel arrangements, particularly for popular destinations and theme parks.

One of the most notable operational strengths of this agency is its extensive customer service hours. Operating seven days a week with exceptionally long hours on weekdays (6:00 AM to 11:00 PM), ARES Travel provides a wide window of accessibility for clients across different time zones or those who need to make arrangements outside of standard business hours. This level of availability is a significant convenience in the travel industry. Furthermore, some customer feedback suggests that the initial process of booking reservations through their online platform is relatively simple and straightforward, allowing users to secure their plans without immediate complications.

Historically, there have been instances of positive customer service resolutions. One traveler, in a review from several years ago, recounted a situation where a hotel made an error with their reservation. In that case, the ARES staff were described as helpful and polite, promptly issuing a credit to rectify the hotel's mistake. This experience suggests that the company has, at times, effectively advocated for its clients and provided satisfactory solutions when problems arose from third-party vendors. This kind of support is what many travelers seek when engaging tour operators for their holiday planning.

Evaluating Customer Experiences and Common Issues

Despite these positive aspects, a comprehensive analysis of customer feedback reveals a pattern of significant and recurring issues, contributing to a notably low overall satisfaction rating. The majority of concerns are centered around the quality of customer service, the reliability of the booking system, and transparency regarding fees. These are critical areas for any business involved in travel and tourism, and the reported shortcomings warrant careful consideration for any potential client.

A primary point of contention is the customer service department. Multiple customers have reported encounters with staff described as rude and unhelpful, particularly when problems arise post-booking. One client, facing an issue with a reservation, stated they were met with outright refusal to help from an individual who claimed to be a manager with no one higher to appeal to. This created a sense of being trapped with a problem that the agency was unwilling to solve. Another user experienced extremely long hold times when trying to address a critical booking failure, only to be met with insistence from the agent that everything was fine, contrary to the evidence provided by both the hotel and the customer's own records.

Reservation System and Confirmation Failures

Perhaps the most alarming feedback involves fundamental failures in the reservation process. One detailed account describes a customer booking a hotel for a same-day stay and being charged immediately. However, they never received a confirmation email, and upon contacting the hotel directly, discovered that no reservation existed under their name. Despite providing proof of the charge, the customer's attempts to cancel and get a refund from ARES were futile. The agency's representatives insisted the booking was valid and the confirmation had been sent, leaving the customer to absorb the financial loss and find alternative accommodations. This type of incident undermines the core function of a hotel booking service and introduces a substantial risk for travelers who rely on the platform for their lodging.

Concerns Over Fees and Transparency

The allure of using a service like ARES often lies in the potential savings on items like theme park tickets. However, experiences shared by customers suggest that these savings can be eroded by non-transparent fees and unfulfilled promises. In one case, a customer making a large group purchase of Disneyland tickets was allegedly promised that a significant handling fee would be waived and refunded after the payment cleared. This refund never materialized. Upon following up, a manager bluntly stated that handling fees are never refunded, directly contradicting the initial promise made by the sales agent. The customer noted that while they still saved a small amount of money overall, the hassle, the broken promise, and the added complexity of dealing with a middleman negated the benefits. They concluded that paying a slightly higher price to purchase directly from the vendor would have provided better service and peace of mind, avoiding potential issues with expiration dates and the need to exchange vouchers at the gate.

• Service Reliability: The core service of securing a confirmed reservation has been shown to be unreliable in some cases, leading to significant stress and financial loss for customers.
• Customer Support: A recurring theme is a customer support system that is not equipped or willing to effectively resolve client issues, with reports of unhelpful attitudes and a lack of accountability.
• Pricing Transparency: Potential clients should be wary of additional charges, such as handling fees, and be cautious of verbal promises that may not be honored.

In conclusion, Advanced Reservations Systems, Inc. operates in a competitive space by offering discounted travel options. Its accessible hours and potentially easy-to-use booking interface are clear advantages. However, the weight of negative customer feedback points to systemic problems in critical areas. The risks of booking failure, unhelpful customer service, and disputes over fees are significant. Potential customers must weigh the appeal of an upfront discount against the possibility of encountering serious, costly, and frustrating problems. For travelers prioritizing reliability and strong customer support, especially for important or expensive trips, booking directly with hotels and attractions may be a more prudent choice, even if it comes at a slightly higher initial cost.