Business ProfileforLatitudes Travel LLC

I scheduled to take a cruise with my family for January 2023. When COVID vaccines became mandated I decided against taking the cruise and emailed Holly on April 27, 2022 to cancel my cruise. She responded encouraging me to think about an all inclusive so I gave the green light for her to search for those types of vacation on my behalf but to please cancel the cruise. She never responded after that email. On May 19, 2022 I sent her another email asking for the status of the cruise cancellation and potential other trip and again, no response. On July 26th I sent yet another email asking for the status of the cancellation since it was showing as active on my Royal Caribbean account and again no response. I called her line business and had to leave a voice mail. That same day I called RC to cancel my reservation and they indicated that because it was done via Latitudes that Holly would need to cancel my reservation. I explained that I have been unable to get a hold of the travel agent despite numerous attempts. The RC customer service woman indicated that they would call Latitudes and attempt to connect me with the travel agent. Well lo and behold she answer the phone for Royal Caribbean. When I got on the phone with her she admitted that she was ignoring my calls because she "hoped I would change my mind". She told me that the money I had given her was nonrefundable because COVID restrictions had relaxed. I explained that I had been asking her since APRIL to cancel my cruise and get my money back. She told me she would have to hang up with me and call me back when it was canceled. She said she would "give me her word" that she would call me back. It is August 26th, she never called to say it was cancelled. I had to login into my Royal Caribbean account to check. Her word is worth nothing and when you need to make changes or cancel an itinerary she can't be counted on to answer her phone because she may be hoping "you change your mind".