To redeem the certificate we needed to fill out a form which included things like the number people going on the trip, desired trip destinations and travel days, etc., for them to check availability and see if they could find accommodations for us with those requirements.
When I said “started to use” I meant that we had filled out that form and sent it in with the required $50 processing fee. They returned the form stating that we had not paid the correct amount for the number of people selected to go on our trip (we had not understood correctly as to when the payment for additional family members beyond the included 2 guests would be due). The company was difficult to be in contact with and at this point we had looked at reviews and found that other people had difficulty in dealing with the company in the past so at that point we decided to cancel and not continue with them and requested a refund of our processing fee, which we received a few weeks later.
