ComplaintsforUTOvacation

• Initial Complaint

  06/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a retired US travel professional from NC. I have a 40-year career in the travel industry; as a Travel Agent, a Travel Agency Owner, a Tour Planner, and an International Tour Guide. I have traveled widely on international tour packages sponsored by *********, and have had many superlative experiences. UNTIL - I recently booked with UTO VACATIONS based in Toronto, Canada. We placed a $5908 USD deposit on a 5-star Egyptian “Touch of the Exotic Tour” and were attempting to call in our final payment of $8698 USD, when things went south. The final payment deadline was still about 14 days in the future, and when we called to give them the payment, we were thrown into a telephone recording loop that advised that we would be disconnected if no one answered in 3 minutes. After about 12 tries and disconnects, in desperation we even tried their phone prompt that would direct us to the “book a new tour” line (thinking surely they would prioritize incoming money), only to have the same results - no answer and then disconnected after 3 minutes. We tried this over and over again throughout the next 2 business days during their opening hours with the same result. This was unprecedented and worrisome and therefore we began to look for reviews on line. There was an exhaustive list of scathing reviews on each site we investigated, ******** *** ******* *** * ****, not delivering on parts of tours or quality of hotels that were promised, not giving refunds that were due, cancelling tours at the last minute and only providing a credit for a similar future tour, which turned out to have hyper-inflated pricing - sometimes triple the cost of the first trip. When we checked the Better Business Bureau site, UTO Vacations rating had a big “REVOKED” banner stamped on it. So we canceled our trip by email, 10 days prior to the final payment deadline, requesting a full refund on our deposit, and to date they have returned only $1654 USD of our deposit, refusing the rest requested.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had booke a china trip for 6 family memebers through UTO Vacations 11/28/2020. The trip cost $299 per personfor a total of $1794 order #*****. I paid an initial deposit of $594 upon booking the trip and then an additional $1200 on 1/21/21 which was the balance, since this was due within a 150 days before traveling. Vacation was suppose to start on 10/21/21 but due to COVID it was pushed out until 2022. 2022 came and again travel was still cancelled. On 7/14/2022 I spoke to Amy and she said she could only give us a credit to used at later date and she couldnt refund the money. She said that I had until 4/30/2024 to use credit. For the next 2 years i checked back monthly to see if any china trip would come back at the price that i paid or even close to it. Unfortnately china wasnt even allowing travel and when they did the prices for the same trip was over 3k PER PERSON. I asked the UTO staff if the deal would ever come back and they said keep checking the website. The website prices on the website start at over 2k for land packages to China. I tried all day yesterday to call and no one picks up the phone . I tried again today and finally reached Carrie and she said she would try to get me a credit if I booke before 4pm. The porblem is that they dont have ANY deal that includes Air and land for under $3000.per person and Land only packages for $2700. I think that the company never intended for me to use the credit and wanted to credit to expire to keep my monwy. They never gave me an option other than to spend 3k or 18k for my $1794 vacation!!!! * ***** **** ******* ** * **** *** I have read about so many other people that have had a similiar situation. Please help.

• Initial Complaint

  18/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  November 26, 2022 I booked a trip to Japan for 2 people I paid a deposit of $796. On December 10, 2022 I paid 2nd deposit of $560 on December 11, 2022 a payment for $198 was made. I added a breakfast pkg,. for US$99 X 2 $199 X 2 for 5 day return flight extension. My last payment was due in February when I tried to pay the website wasn't taking any payments I called and spoke with one of the ladies and she said that I have not uploaded my passport so I would not be able to travel in October. they claim that they have sent me an e-mail in February, which I never received. The young lady I spoke with told me that I had a year to use my credit. They never told me I had to book right away, so I made other arraignments for a trip with a different company. On June 20, 2023 they sent me an e-mail letting me know that I had 18 months to re-book, and that I had full credit. On January 12, 2024 I tried re-booking and I was informed that in May of 2023 I had lost my money for not accepting the credit ( isn't that crazy, who in their right mind would give money away for the heck of it.) so I e-mailed and asked to explain to me how I lost a trip in May when they sent me an e-mail in June giving me a full credit. my order #***** USIJC10 On January 12, 2024 to use my credit for

• Initial Complaint

  17/04/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I booked a trip with UTO on June 15th 2023 to India set to depart April 15th 2024 and return April 23 2024. I was aware that I would not be receiving flight or hotel details until 30 days prior to trip. Less than 30 days prior on March 18th we were contacted with "flight options" where the original dates would include 4 stops and an alternative option with a direct flight for $299 extra per passenger (we are a party of two). I then asked what carriers were used on option 1 versus two, as I am actively avoiding any ****** *** and received this response: "Option One: - ******* ***** ** **** * ****** ***** * ****** ********* * ****** ******** * ****** ********  Option Two: - ******** *** * ******** *** * ******** ***" We decided it would be exponentially preferrable to go with option two and pony up the extra $589. We received our final flight information on April 3, and the flight was NOT direct, and included a ****** *** airbus which I will not get on. I have been emailing to mostly silence, save for a "we're looking into it" response when I respond that this is not what I signed up for, and want a refund or flight change that is direct and not inclusive of ****** ***. I am at my wit's end and am hoping the BBB can intervene.

• Initial Complaint

  16/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a travel package from this company and paid in advance $1,196 when I was ready to make the second payment, they told me that it was too late so they were keeping my money. when I told them that they were **** by ******** my money, they told me that I could use the money as credit for another trip within 18 months. Now they said that I can not use it. **** *** ******** ** *****

• Initial Complaint

  15/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a China/Thailand vacation for my family of 3 people. We paid for 5* hotel upgrades for 3 people which amounted to $1497 in upgrade fees for the hotel. When we arrived we found out many people in our group had not upgraded their hotel but we're in the same hotel. This is not what UTO advertises as 4* and 5* hotels. On their website these are different hotels in the listed examples. When I brought this to the attention of our tour guide she said that we had higher floor rooms. A higher floor in a 4* (or lower) hotel is not a 5* hotel. I actually looked up the cost for each hotel for a high floor room and the 2 nights we actually recieved a higher floor than the entire rest of the tour group would have equated to $40 maximum cost. All other nights the rooms were equivalent no matter of upgrade paid. The hotels that we stayed at had no air conditioning and a higher floor actually was less comfortable/ hotter, especially when you factored in the 2 twin sized beds wewere given for 3 people. When I asked for a roll away so we could accommodate 3 people we were told it would be an additional cost. **** *********** ******* ** * **** *** ****** ***** **** ** ***********  Out of everyone on the tour our group of 3 people were the only ones to pay 3 upgrade fees and got the worst room experience as the 3 people had to make a way to fit on 2 twin beds. When I did have to push the beds together there was trash and dirt on the exposed carpet of the room. This was a disgusting experience and no where near a 5* upgrade that was paid for.

• Initial Complaint

  14/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a vacation from UTO Vacations and was informed that my trip was cancelled without the possibility of a cash refund.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a 10 Day China trip through UTO Vacations on 11/29/2019 as a special black friday deal. We set our date to travel for 2021, and paid $598 of our $928 total cost. Then the Covid-19 pandemic happened and we had to cancel our trip due to the pandemic. We cancelled the trip on 4/19/21 and received travel credit in the amount of $598 that is set to expire 4/15/24. For the last 2 years I've watched for specific trips and contacted the vendor multiple times over the course of the last 2 years regarding the package wanted, and it's lack of availability, and I've been told every time to keep watching the website for the package to become available. With a week left on the credits the package desired NEVER became available and bookable. After reaching out multiple times via the company's chat feature, they refuse to either extend the credit or issue a full refund.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a package from this company, they cancelled the trip and never offered me another trip at the same price. All of the trips that were offered were a minimum of 6x the price I paid. Called, left message, emailed all to no response. They refuse to acknowledge me in any way.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 9/16/2019 we purchased two tours to go to China and Thailand (order *****) for $1,588. The tour was postponed due to the pandemic but it has not been offered again since for the same or comparable price. Instead of reimbursement, the company placed our money as travel credit. A friend, who was originally going too and became unable to travel, allocated his money to us (order *****) so we have now a credit of $3,566 in our account that expires in July of this year. UTO has not offered any tour where we can use those monies so I am requesting reimbursement.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩