Business ProfileforGurnee Travel, Inc.

My daughter and I booked 13 day travel to *************** (hotel in ******) including full travel insurance last month - leaving 3/31/23. We have attempted to cancel our travel due a family issue but can not reach the Travel Agency or our agent at the agency phone number. We have tried numerous times over the past two weeks resulting in repeatedly getting auto messages that was on another call. We made calls from morning until night! I also tried to connect her associate and got a message that he mail box was full! Our tickets were booked through Apple Vacations so I contacted them to try to cancel our trip so we would not loose over $3000. They told me only the agent who made our vacation arrangements could cancel them and was clearly not interested that I have not been able to connect them. He told me to call the agent again as there was nothing he could do. I then tried to cancel the Hyatt Hotel reservation in ****** but was unable to do so because our home addresses and our phone numbers I told them did not match what was noted reservation! They had to match or they could not cancel the reservation. I then called *************** told them I wanted to cancel out flights and we had purchased travel insurance which is documented on our itinerary. Their agent found our reservations and told me there was no record of us having purchasing flight insurance on the reservation they have. He apologized and checked again but their records do not show that flight insurance was purchased. He said I would need to contact our travel agent. I told him I was unable to do that. He said he was going but a note with our reservations to show we did call in advance to cancel our flights. He advised me to see if there was something more we could do at our end so we can get a refund. He again apologized.Seems like we got scammed by Gurnee Travel. Terrible experience! We are taking steps here to get a refund. Stay away from Gurnee Travel or you may get scammed!