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Dear Users, We were alerted to your concerns and appreciate the opportunity to respond. We truly regret to hear about the inconveniences you all have experienced. Please contact us at 1-800-292-9446 or at customercare@vidavacations.com. Once we obtain your contract's information, we will certainly provide you personalized assistance in a promptly manner to help you make the most out of your vacation package. We are grateful for your time. Sincerely, The Customer Care Team.