Extremely poor service - multiple critical errors nearly ruined our vacation I cannot recommend Barbara Burpulis McMahon at Liberty Travel/EnVoyage Group. Her repeated mistakes and lack of attention to detail caused significant stress and could have completely derailed our San Juan trip. First, she sent booking confirmations for 2026 instead of 2025 and I had to call to correct this basic error. Then came the most serious problem where she completely misread the flight schedule. Her email clearly stated our departure as "8/17 JFK 7:25AM" but there was no 7:25 AM flight on that route. The actual flight was 7:25 PM. Imagine showing up at the airport 12 hours early for a non-existent morning flight! I only caught this when trying to check in myself. When I specifically asked Barbara to verify that hotel and car rental details matched the corrected flight, she assured me "everything was okay." It wasn't. The car rental was still scheduled for the wrong arrival time. This required canceling and rebooking, creating unnecessary complications. To make matters worse, when I called the car rental company directly, they had no record of our reservation. When I needed emergency assistance, Barbara provided their regular business line instead of an actual emergency number so I had to find the emergency contact myself. Despite multiple requests to "double-check details," errors persisted throughout. I ended up having to verify and correct her work repeatedly. The burden of quality control fell entirely on me as the customer. A travel agent's job is to handle details correctly so you don't have to worry. Barbara failed at this fundamental responsibility. Her mistakes weren't minor oversights but critical errors that could have ruined our entire vacation. I spent more time fixing her mistakes than she apparently spent making the reservations. Save yourself the stress and find a different travel agent.

I chose Liberty Travel based on a personal recommendation. After a lot of back and forth, the rates were still up to 25% higher than booking directly through the website. Even after they lowered the price twice, they refused to extend the deposit deadline and gave me only two days to book a minimum of five rooms. Why would I want my guests to overpay? I asked if they would make an exception to apply my good faith deposit toward an individual booking, but that rate was even higher—and still cheaper to book directly online, even after losing my deposit. I then asked for a compromise or at least a refund of my deposit, but they said no. I believe good faith should be mutual. Very disappointed. I would not recommend Liberty Travel unless you want to overpay. Beware and do your research.

I have a few comments about Liberty Travel services. I thought we were assigned to one person in customer service and not several different customer service representatives.  I felt that the trip was not personalized to each travelers request but rather a board generic response to specific requests for handicap services, bed size, room location and arrangement for handicap scooter. I was told to contact the hotel directly rather than Liberty Travel. The payment of the entire trip in January and not to provide a custom tailored service for each traveler is not good. A fee of $ 150.00 non refundable was charged .For what? Each traveler upon arrival had issues with their room and location. Whether it was the bed size,  king when a double was requested or having a room on the ground floor near a dog park , or pool room access room was in fact a room without a pool, all not acceptable. When payments were made to Liberty Travel noting two persons in a room,  only one person was listed for the room at the resort. This was confusing. Upon arrival in Punta Cana, locating the ground transportation was very confusing. Liberty Travel asked for our arrival and departure time for the ground transportation.  There were major issues when leaving the resort. The ground transportation did not have names of several travelers for pickup. Again confusion. Overall the experience of using Liberty Travel was awful. I view this as a lack of communication within your customer service department and having several representatives working on this group. Liberty Travel just collected the money without any personalized services. Liberty Travel is the worst. I would not use your service again nor recommend using Liberty Travel.

Genuinely the fastest way to start an end vacation. The agent that helped booked my families vacation never actually sent all the information including the confirmation for our flight. Everything was paid for and looked like we were ready for our trip. We got to the airport and were denied to get on our flight because none of my family was in there system for the flight. This obviously killed our moods and we never got to go on vacation… we were so ready all packed and everything just to be denied because someone didn’t do there only job.

Our experience with Despina at Envoyage was amazing! She made planning effortless, and the trip she booked for us far exceeded our expectations. Everything was seamless, stress-free, and unforgettable. We can’t wait to book our next adventure with her!