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Business Profile

Travel Agency

Odenza Marketing Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

Customer Complaints Summary

  • 46 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2025

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Trying to use my one week getaway coupon and it seems no one is actually at the company answering phones and emails. I followed all the directions: placed hold on website, called the number, left voicemail containing my information, and I also sent an email. No response. I fear my voucher will expire before someone contacts me back.

    Business Response

    Date: 04/28/2025

    Hi ********, thank you for reaching out to us. We appreciate your patience throughout this experience, and are pleased to know you successfully completed your booking with your travel advisor. We hope that you enjoy your vacation. For any further assistance, please dont hesitate to reach out to your travel advisor directly or contact our customer service team at **************, available Monday to Friday from 8:00 AM to 4:00 PM PST.

    Customer Answer

    Date: 04/28/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ******** ****

     
  • Initial Complaint

    Date:04/18/2025

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $100 to register my travel voucher and put a reservation on a 24 hour hold as per instructions. I called and left messages, but they don't answer the phone or return phone calls to confirm the reservation. So, the reservation hold expired before I can confirm it.

    Business Response

    Date: 04/22/2025

    Hi *****, thank you for reaching out to us. We appreciate your patience and are glad to hear that you were able to connect with your travel advisor and complete your booking.  We hope that you have an incredible vacation. For any further assistance, please dont hesitate to reach out to your travel advisor directly or contact our customer service team at **************, available Monday to Friday from 8:00 AM to 4:00 PM PST.

    Customer Answer

    Date: 04/22/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** ****

     
  • Initial Complaint

    Date:03/27/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Received a voucher for a free trip/cruise. Registered voucher April 9 2024. Received a reference number And an agent Well my question is...is this really a person who works there??? Many messages to him, never a response. Not once. Called different numbers for emergency, just to talk to someone. No response. This company is a joke. Now March 2025 my voucher will expire. Apparently this company, if real, just sits back and laughs when they see all the messages and or complaints left on their phones. I was going to gift this to my daughter and son in law. Made the mistake of telling them and they were very excited! Now I feel very upset I could not follow thru with their vacation. Plus I bought a brand new ****** then discovered this cruise was an added bonus for buying my bike. Such joy turned to total disgust with this company. Waste of my time and energy. So thank you Odenzavacations, thank you for aggravation and wasting my time.

    Business Response

    Date: 04/01/2025

    Hi ****, thank you for getting in touch with us. We understand how important it is to have timely communication when planning your travels, and we truly appreciate your patience. Our team is committed to providing the best possible service, and were continuously working to connect with every traveler as quickly as possible during this busy time. Were glad to hear that both your travel advisor and a Travel Manager have been in touch to assist with your plans. If you have any further questions or need additional support, please dont hesitate to reach out our customer service team at **************. Were available Monday through Friday from 8:00 am to 4:00 pm PST, and happy to help.
  • Initial Complaint

    Date:03/21/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    **Complaint Type: Misleading Advertising / Deceptive Practices** I am filing this complaint against Odenza Marketing Group regarding their "free cruise" promotion, which is highly misleading and deceptive. The offer is presented as a complimentary cruise, yet after receiving the voucher and going through the redemption process, I found that the fees, taxes, and additional charges required to book the trip are nearly equivalent to booking the same cruise directly through the cruise line. Odenzas promotional materials and partners advertise this as a free incentive, creating the impression that only minimal fees will be required. However, after reviewing the costs, it became clear that there is little to no actual savings, making the "free" aspect of the promotion deceptive. Consumers are being misled into believing they are receiving a significant benefit, only to find out they are essentially paying the same price they would without the promotion. I believe this is a dishonest marketing practice, and I urge the Better Business Bureau to investigate Odenza Marketing Group for deceptive advertising. I also request that Odenza provide greater transparency in their promotions, clearly outlining the full costs involved upfront to prevent consumers from being misled.

    Business Response

    Date: 03/25/2025

    Hello ****** thank you for sharing your feedback. We always want to ensure that our customers are provided with complete clarity for the promotional offer and therefore the full terms & conditions, including any travel taxes and fees required are printed directly on all our certificates. We would not like any of our guests to be surprised by any costs associated with the promotional trip. If there is a case where you are looking for something outside the promotional requirements, there may be an additional cost required for this upgrade, as informed by your travel advisor. Please know that your certificate is still valid and if you would like to take advantage of it in the future, we would be more than happy to help you. You can reach out to our customer service Manager, ******* at ************** should you require any further assistance. 
  • Initial Complaint

    Date:03/05/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I attended a timeshare presentation at ************************** located at *******************. For attending the presentation I was promised a one week FREE vacation at any Hilton resort with accommodations of a two bedroom condo. I specifically asked if it could be used at ******* or Mystic Dunes and was informed yes. I was told there are no black out dates or additional fees. It seemed too good to be true but the sales manager gave it to me in writing; which I still have. Since then I have tried repeatedly to book it. Unfortunately they use a third party company called Odenza. No one ever answers the customer service phone numbers or calls back. Ive sent in letters by mail to the address on file without response. The website says to pay a $100 reservation fee, which wasnt mentioned up front but nonetheless I was willing. It took all my information but never charged my card. The hotel told me to mail a money order to their address which I did months ago and still no one has contacted me back to schedule. It says to please allow up to 45 days its been months. The website also says there is now a $249 tax fee which also wasnt disclosed up front but even so I cant get a person to help me book. It expires in November and I feel like they are doing this intentional to avoid honoring it. I have all the original paperwork. Can you please help me get in touch with an actual person? I am so upset as I skipped going to ****** with my children to attend this timeshare due to the promised vacation. I literally lost out on the money I paid for my ticket that day only to be potentially scammed by this company.

    Business Response

    Date: 03/11/2025

    Hi ******, thank you for sharing your experience. We want to assure you that the terms and conditions of the promotional program, including details on any applicable taxes and fees, are clearly outlined on the certificate to provide full transparency to our customers. We understand that navigating travel plans can sometimes be challenging, and our agents are working diligently to respond to all inquiries as quickly as possible, and while we are currently experiencing high call volumes, we remain committed to assisting every customer.  After reviewing your case, it appears that we have not received your money order for processing. Our Customer Service Manager,*******, has been trying to reach you to assist in resolving this matter and connect you with a travel advisor. We truly value the opportunity to assist you and encourage you to give her a call at ************** during our business hours, Monday through Friday from 8:00 AM to 4:00 PM PST.
  • Initial Complaint

    Date:02/26/2025

    Type:Customer Service Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $100 for a vacation certificate. I tried to use it last week for a stay in ********* for a place that was shown as available. I received an error all 5 times I tried to put a hold to book the location on the businesses website (*********************). I called the same day and left a message with all of the requested information and my certificate number after waiting on hold and being sent to a voicemail service. I never heard back. I then wrote them through the form on their website and never heard back.

    Business Response

    Date: 02/27/2025

    Hi ****, thank you for reaching out to us regarding your experience. We would like to apologize for any technical issues, and for any difficulty you may have experienced when trying to get in touch with us. We are looking into this internally with our development team, and we are providing the necessary training to select team members as we manage a change in staffing. We are glad that you have been able to get in touch with a travel advisor and we hope you have an opportunity to take advantage of your promotional travel certificate. Please feel free to contact your travel advisor directly or reach out to our customer service team for assistance at ************** on Monday to Friday from 8:00am to 4:00pm PST.

    Customer Answer

    Date: 02/27/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    **** *******

     
  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently received a vacation offer with a destination listed on an offer letter. When Odenza Vacations reached out to me, I was informed that my current package does not include my requested destination. I am kindly requesting that Odenza Vacations honor the original vacation offering and accommodate my requested destination as outlined in my offer. Your assistance in resolving this matter would be greatly appreciated.

    Business Response

    Date: 01/16/2025

    Hi *****, thank you for reaching out to us regarding this matter. We would like to apologize for any confusion or misunderstanding regarding your promotional travel offer. We are glad that your travel advisor and a Travel Manager has since been able to get in touch with you to provide clarification on the details of the program that you have received. Please feel free to contact your travel advisor directly or our customer service team at ************** should you need additional support. We are open Monday through Friday from 8:00am to 4:00pm. We look forward to taking you on your vacation!
  • Initial Complaint

    Date:11/12/2024

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We particpated in a meeting and provide 1 week getaway for $100.00 and the forms provided has nothing about at $279.99 fees to take this trips. Sales on phone stated i will send email with that information. I informed team the papers provided to me have we are only required to pay the $100.00. This is to be false avertisement and We want our vacation as promised. Uploading documents handed out at there seminar July 2023 to all guest.

    Business Response

    Date: 11/19/2024

    Hello ******, thank you for sharing your concerns with us. We would like to sincerely apologize for any confusion or inconvenience caused, as we can understand how frustrating this situation must feel. While we do not have control over the information that our clients employees may give you, we value every opportunity to address any misunderstandings directly. Our **************** Manager had the chance to connect with you, however, it seems that there wasnt an opportunity to fully explain how the program works or review the terms and conditions, including details about any charges applicable to our certificates. Unfortunately, it seems that the line was disconnected before this conversation could be completed. We would like to invite you to reach out to our **************** Manager at ************** as she can review the process and explore how we can better assist you. Your satisfaction is important to us, and we appreciate your understanding as we work to provide clarity and support.

    Customer Answer

    Date: 11/19/2024

    Business will need to refund $100.00 deposit and $50.00 deposits made to this company

    Business Response

    Date: 11/25/2024

    Hello ******, we appreciate your response as we are sincerely committed to resolving this matter for you. We are more than happy to assist you with your requested refund for the deposits applied for both of your certificates. We understand that our **************** Manager has been trying to connect with you by phone so that we may complete this request as quickly as possible, however each time she reaches you the call is unexpectedly disconnected. Our **************** Manager has also reached out to you by email so that we may verify the necessary security information required to process your refunds, but we have not been able to receive the correct information from you. Please note that in order to complete this request, we must receive confirmation of the last 4 digits for each of the credit cards that were used to submit the deposits at the time of registration for both of your certificates. We kindly ask that you reach out to Tetiana by phone at ************** or reply to her email with the requested information.

  • Initial Complaint

    Date:11/02/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a travel voucher and ticket voucher upon completion of a timeshare presentation. I paid the deposit for both on July 29. I received confirmation from only one of them and it said I needed to take no action because someone would reach out to me. Of course no one ever contacted me. I called the number on the vouchers multiple times and left messages but no one ever called me back. I was finally able to get in contact with an operator today only for them to tell me that I only paid the $50 deposit and not the $100 one. I looked back in my records and see both transactions on that date. It has now been multiple months since I paid my deposit without anyone contacting me or giving me access to the portals so I can use my voucher.

    Business Response

    Date: 11/06/2024

    Hi ****, thank you for reaching out to us regarding this matter. We apologize for any confusion regarding your certificates as they each include a self-serve inventory website which allows you to reserve your resort stay or redeem your tickets directly online using an access code which has been sent to you by email upon completing registration. We understand that in this case, the email address on file belonged to your travel companion. We are very sorry that you had any difficulty reaching out to us to clarify this information, however we are happy to hear that our **************** Supervisor was able to get in touch with and provide further assistance with your certificates. Were glad to have the opportunity to continue working with you to book your vacation and event tickets. Please feel free to contact our **************** Supervisor directly or reach out to our customer service team at ************** should you need additional support. We are open Monday through Friday from 8:00am to 4:00pm.
  • Initial Complaint

    Date:10/24/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I win a vacation hotel stay for 4 from Odenza vacations. I was required to pay a $100 deposit before I was assigned a travel agent to work with scheduling the trip.After sending the deposit, I checked every the vacation locations and they were booked or all inclusive for a ridiculous amount. Whi h defeats the purpose of a free trip. My certificate expired, so I called to request a refund of the deposit. The representative extended the certificate for another month. This did not make a difference because it was during the warm weather and the vacation spots were in high demand. I tried anyway to no avail.I called again in May to request the refund. I was told it takes 6 weeks to receive the check. I should receive it by mid July. I called several times from mid July to the end of July to inform I did not receive the check. I was told they would confirm with their ******** if the check was deposited. Once that is done they would contact me and issue another check. Several calls later and another check supposed sent to me. It is now October and I still do not have the refund. I called today and was asked to wait 2 more weeks and call back. This is a major inconvenience! I have to explain the issue each time I call. I just want my refund of $100 and be done with this company. At this point send me an electronic **** card or something. I do not trust that they are sending the checks. I'm not going to forget about money!

    Business Response

    Date: 10/31/2024

    Hello ******, thank you for reaching out to ** regarding this matter. We would like to sincerely apologize for the delay in receiving your deposit refund as this is not our intention. Your requested refund was processed by check as the credit card on file was no longer active. Our customer service representatives confirmed your mailing address and made their best efforts to ensure that you would receive this refund. We are unsure why that check did not arrive to you, but we do apologize for the inconvenience. We have reviewed this situation internally to determine the cause of the overall delay, and it appears that there was some miscommunication regarding the timeframe that we were required to wait before issuing the second refund check as per our security policy. We are very sorry for any confusion as our team strives to provide the best experience to every guest, however occasionally missteps may occur. To best resolve this for you, our team has arranged to send your check again by tracked priority courier service. We thank you for your patience, please feel free to contact our **************** Manager at ************** should you need any further assistance. We are open Monday through Friday from 8:00am to 4:00pm PST.

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