Terrible customer service. We had to rebook our tr...

Terrible customer service. We had to rebook our trip due to the recent hurricane in the carribean (bahamas). Sandals was offering to book at any resort within 1 year yet our travel agent told us we could only rebook at Jamaica or Grenada resorts. Not sure why we were being offered less than what the resort we booked with was offering? care to explain valente? profit margins hmmm?...When we finally pushed for St Lucia we were given alot of pushback but finally got what we wanted...kinda...Upon travelling to toronto we had our passports stolen or lost which unfortunately is not covered by travel insurance...kinda odd seeing as how this probably happens to people. Well when we called the travel agent we were pressured and told we had to get rush passports and fly out the same week minus a couple days and no money back or we could rebook our 7 day vacation but only for 3 days. It took multiple conversations and metioning a lawsuit in order to get our 7 day vacation back and booked where we initially wanted in the bahamas. Each encounter with the travel agent was poor and we were not greeted or wished to have a good vacation. I do not expect to be pampered by the travel agent however a pleasant hello and goodby are normal for most human encounters. The travel agent seemed discusted by us and clearly did not care for our situation. I fully recommend book on your own or at least never think of booking with Valente. Upon discussion with other collegues I was told valente has a history of unpleasantries. Thankfully we were able to take our anniversary vacation but only after many unpleasant discussions and close to coming to arguments. Valente will gladly take your money but dont expect any service. Valente will also threaten to delete reviews like this and if they chose to that is their own doing as they are not transparent and quite opaque. Travel agents are in the service industry but valente is only in the money making industry. The receptionist was rude when I initially picked up my airline tickets and had to convince them that yes I was a paid customer and yes I had tickets to pick up. Unfortunately I have more decency then to mention names however the manager of the establishment needs to realize that he could be running a much more profitable business if he would change up some of the senior agents there, more specifically just one. Having worked in service all of our lives and managing service businesses my wife and I do not believe this agent is worthy to hold the title. As this is only the first review, I will also be submitting formal complaints to Sandals about how this agent was devious and attempted to push us to take less then our 7 day vacation and initially did not honour the same deal Sandals had offered when the hurricane hit. Thankfully my wife and I have a backbone and refuse to be pushed around by a less than half rate travel agent. Spend your money wisely folks because the experience we had was extremely stressful and completely lacking in service. You should not have to chase your travel agent around to get simple answers and solutions to common world problems. Thanks for nothing, we will not be back. Return business is an asset in the service industry and it is shame we could not develop a lasting relationship with a trusting company who legitimately want to do good business practices. Management of Valente please take note before you ask google to delete this review, Ill check back next month and repost if deleted.