Complaints

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.

• Initial Complaint

  Date:08/02/2024

  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 paid $210 to purchase tickets for a banquet on July 12 in ********. The tickets were bought two months earlier and I wanted to go to the banquet. After that, I decided to leave the company and refused to go to the banquet. The company closed my account and I lost the money I paid monthly for my membership, l just asked to be refunded $210.00 since haven't been to the banquet and since they didn't send me tickets. I wrote to the company asking this, and they refused my request. Not fair in my opinion since I did not attend this banquet. I want to get a check for $210 to be refunded.

  Business Response

  Date: 08/05/2024

  Dear *****,

  We appreciate the opportunity to address your concerns regarding the purchase of banquet tickets for the event held on July 12 in ********** We would like to clarify a few points regarding your complaint. At the time of purchase, it was clearly stated on both the flyer and the order invoice that the event tickets were non-refundable. This policy was communicated to you at the point of purchase, ensuring you were fully aware and understood the terms and conditions associated with your ticket purchase.

  On June 13, 2024, you reached out to our support team via live chat to request the closure of your account. Our agent promptly assisted you and confirmed the cancellation of your account as per your request and with your full consent.

  Following the closure of your account, you initiated a chargeback for the ticket purchase on June 18, 2024. Our accounting department reviewed the case and successfully contested the chargeback with your bank.

  The Gala event took place as scheduled on July 12, 2024, and you were included on the list of attendees. At no point did you inform us about not receiving your tickets. Had you done so, our customer support team would have been more than willing to assist and resolve any issues regarding ticket delivery.

  Given the above points, we believe that Travorium has acted in accordance with its stated policies and in a fair and transparent manner. The terms of the ticket sale were clear, your account was closed at your request, and the chargeback was rightfully contested and resolved. Therefore, no refund is warranted for the non-refundable event tickets.

  We trust this clarifies our position on the matter. Thank you for your understanding.

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because:
  
  I understand your policy, but as a courtesy, I really would like for you to refund me the cost of the banquet. I just think this would be a good gesture on your part.

  Business Response

  Date: 08/07/2024

  Hello *****,
  
  Thank you for your response and for understanding our policy.
  
  While we strive to accommodate our members whenever possible, we must adhere to the policies set forth at the time of purchase. The non-refundable nature of the event tickets was communicated clearly, and we must apply this policy consistently to ensure fairness to all members.

  We understand your request for a refund as a courtesy, and we genuinely regret any inconvenience this situation may have caused. However, we are unable to provide a refund for the banquet tickets in this instance.

• Initial Complaint

  Date:05/21/2023

  Type:Billing 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.

  Hello, I’d like to file a complaint against Travorium for not refunding a cancelled reservation. Messages to and from travorium are shortened. TM means Travorium. I booked a trip to Mexico, we had some issues with our hotel, reached out with similar message to TM: “I’d like to inquire about changing hotel. This hotel is not what we were expecting based on online reviews. After checking out all restaurants here at the resort, we are unable to find food my pregnant wife can eat with out throwing up. The all inclusive food here is VERY poor quality.” TM replied 1/26: TM uses third-party suppliers to provide discount travel. All requests must be submitted to the supplier.” Then TM contacted the hotel and a manager called us to the office to discuss the complaint. Manager told me the higher management (supplier) will issue the refund. Now hotel can not refund me directly, since I booked through TM, so they refunded money to TM. I emailed TM stating this. TM replied: “…We will do our best to get a refund for the unused nights at El Cid. Please understand there is never a guarantee, …it can take up to 21 business days …before a refund is authorized.” I also checked out the same day after manager confirmed the refund was sent to Travorium. Couple weeks later I received an email from TM: “We regret to inform you that we have not been able to receive positive feedback to waive the fees for this reservation. Unfortunately, the original cancellation policy stated on this reservation will apply. We apologize we could not help you on this occasion.” The hotel provided me a receipt that they issued a tax refund when I was checking out! (They can not provide me with amount they’ll refund for rooms) To wrap it up, the hotel refunded to Travorium. Travorium is not refunding me. Total amount paid $2574 on 1/11/2023. Reference number ******************. I would like my money the hotel refunded, to be refunded to me.

  Business Response

  Date: 05/23/2023

  To Whom It May Concern;
  
  
  Travorium provides a net rate from suppliers for travel bookings. All bookings made through our site are through suppliers who are in contact directly with the hotels and resorts, and all cancellation policies are provided prior to and after a reservation has been made. 
  
  
  The customer reached out to our reservation support department on January 26th, 2023 with the initial request to cancel and switch hotels from El Cid for 8 nights citing the issue being that the food was not good quality. The customer was already checked into the El Cid hotel. 
  
  
  Jan 26th, 4:37 PM Our agent provided a response approximately 15 minutes later informing the member that they would begin the process of requesting from the supplier for approval for relocation and that the process must go through the supplier for consideration as they were in the middle of their reservation.
  
  
  6:22 PM The supplier did request that there be a video or photo documentation as proof that the quality of the food did not meet the customer's expectations. Neither photo nor video evidence was submitted by the customer.
  
  8:07 PM Mr. *********a provided that they had no problem with the food or presentation, nor the service, rather his wife was just unable to eat it and allow it to settle, and that it was necessary to be able to accommodate her dietary needs. 
  
  Please Note: Mr. *********a claimed that a person by the name of ******* offered a refund for the stay, but it was determined that ******* was not a manager of the hotel but the concierge and had no authority to approve a refund. 
  
  Jan 27th, 11:52 AM Our reservation team submitted all the information provided to the supplier. 
  
  1:13 PM The customer stated they also spoke with ******* and could not agree on a solution, and was proceeding with the departure. The customer then inquired about the earliest departure date and the possibility of a refund. All this information was sent to the supplier. 
  
  7:22 PM The customer provided that they would find their own accommodation. 
  
  Jan 28th, 8:00 AM Our reservation support agent informed the customer, "We will do our best to get a refund for the unused nights at El Cid. Please understand there is never a guarantee, however, if the hotel is amenable, it is more likely."
  
  The customer updated us on the 28th of January at 9:21 AM "Thank you for the update. I will check out today by 12. Can you please request a refund for the 5 nights I will not be staying at the El Cid resort."
  
  1:24 PM The customer was informed that "I have notified our provider and requested a refund for the unused nights. Again, I must state there is no guarantee of refund, we can only hope for the best. We will update you as we hear back."
  
  The customer chose to depart the hotel with the understanding that there was no guarantee of a refund. 
  
  Our reservation support agent informed the member on February 13th, " Our partner provider has contacted us today as follows:
  This is to provide an update on your exception waiver request.
   
  We regret to inform you that we have not been able to receive positive feedback to waive the fees for this reservation.
  Unfortunately, the original cancellation policy stated on this reservation will apply.
   
  We apologize we could not help you on this occasion. 
  
  We would be willing to resubmit this request if you are able to get a written waiver of the cancellation fee, it would have to be from a manager at El Cid. The decision is made between the provider and the hotel so still no guarantee of success, however, may be worth a try.    
   
  Please let us know how you wish to proceed.  At this moment, the waiver has been denied."
  
  Our agent in communication provided the ability to resubmit the request provided with proof from the hotel, but none was received by the customer. 
   
  The agent then spoke directly with Julian in the department that does make those decisions, the Reservations Department, who confirmed that the request for a refund of the unused 5 nights was denied.
   
  The customer initiated 2 credit card disputes and lost both.  We did do our best to get him a refund and it was denied.  Nothing more we can do."
  
  Our final thoughts are that we always work hard on behalf of our customers to try and get a refund in every situation, but unfortunately, the customer did not communicate and provide enough evidence for the supplier as was requested. Once a customer checks into the hotel all changes, considerations, special requests are at the hotel's discretion. It was unfortunate that Mrs. *********a was not able to enjoy the food provided, however, the customer understood and agreed at the time of making the reservation they would adhere to the cancellation policy for the booking (attached), which states, " THIS RATE IS NON-REFUNDABLE. IF YOU CHOOSE TO CHANGE OR CANCEL THIS BOOKING, A 100% CANCEL PENALTY WILL APPLY, AND YOU WILL NOT RECEIVE A REFUND."  At the time the customer willingly left the hotel they were informed that there was no guarantee of a refund.

   

   

  Customer Answer

  Date: 05/25/2023

   I am rejecting this response because:
  Thank you for getting back promptly and providing the breakdown of the communications.
  “””Please Note: Mr. *********a claimed that a person by the name of ******* offered a refund for the stay, but it was determined that ******* was not a manager of the hotel but the concierge and had no authority to approve a refund.”””
  Jan 27 11:52am Message from Travorium  “””Hi ***. Received message from our supplier:
  "... spoke with Paulina, the manager, whom informs ... possible to take vegan menus from outside the hotel, and ask them what they can do more in order to make the guests happier.
  If the clients still wish to leave the property, (please) inform us about the early departure.”””
  Key points: supplier said they spoke to manager Paulina. So after this message I went and did speak to ******* about refund and leaving the hotel. She agreed to issue a refund. I also have attached the receipt from the hotel issuing refund. There’s a clear receipt from the hotel and confirmation from supplier that she is the manager. This is the reason I left the hotel, is the hotel said they refunded the money, gave me the receipt, so I checked out.
  “”” We would be willing to resubmit this request if you are able to get a written waiver of the cancellation fee, it would have to be from a manager at El Cid. The decision is made between the provider and the hotel so still no guarantee of success, however, may be worth a try.    
  Please let us know how you wish to proceed.  At this moment, the waiver has been denied."””
  Answer: the manager/hotel did issue the refund, I provided the receipt in the original BBB dispute.
  “””Our final thoughts are that we always work hard on behalf of our customers to try and get a refund in every situation, but unfortunately, the customer did not communicate and provide enough evidence for the supplier as was requested. Once a customer checks into the hotel all changes, considerations, special requests are at the hotel's discretion. “””
  Again, hotel agreed to honor our special request and issued a refund and provided the receipt.
  I have attached the receipt again.
  
  
  
  

  Business Response

  Date: 05/30/2023

  Hello Mr. *********a,

  We find it odd that having requested a copy of the receipt from the hotel it was not initially submitted after it was requested by our travel support representative back in February in the initial conversation as it was crucial in providing to the supplier to aid in the request for refund for the cancellation of booking until now. 

  However, having received this new piece of information we have resubmitted it for review to our travel support team to have it sent to the supplier for review. The outcome will be entirely based on the supplier and communication with them and the hotel as well as extensive validation of the receipt itself.

  Customer Answer

  Date: 05/31/2023

  Hello, I didn’t resubmit the refund request since it appeared Travorium wasn’t willing to refund anything and it took over 2 weeks for Travorium to communicate with the hotel with zero results.
  Jan 28th. I checked out and was email from Travorium said “…We will do our best to get a refund for the unused nights at El Cid. Please understand there is never a guarantee,…”
  Feb 13th I received an email from Travorium the refund request was denied.
  
  “…The outcome will be entirely based on the supplier and communication with them and the hotel as well as extensive validation of the receipt itself.”
  The hotel had asked me sign the receipt and then had it scanned it to their system, so yes, it is a valid document. The hotel has an exact same copy.
  
  Also, approximately 5 hours prior to receiving the dispute answer from you on BBB, I have received an email from Travorium Customer Service Manager. Since this dispute has been escalated to BBB, I’d like to inform all parties here, I will not communicate outside this BBB thread. If there is an update from Travorium, please update us here.
  

  
  

  Business Response

  Date: 06/01/2023

  As previously stated, Travorium provides net rates from suppliers for travel bookings, which our customers have access to when they join. All bookings made through our site are through suppliers who are in contact directly with the hotels and resorts, and all cancellation policies are provided prior to and after a reservation has been made. As the initial reservation confirmation stated once the reservation was made it was 100% non-refundable.
  
  
  Travorium is not who is deciding or has decided to not refund the customer, and we have no control over the outcome that has transpired, however, we have offered to help and submit multiple requests for consideration. We have also asked the customer for information we believe would aid in the request to receive a refund on a non-refundable booking, however, the customer has not provided all that has been requested.
  
  
  While we understand that incidents may occur leading up to the reservation or during the reservation we cannot guarantee a refund as per the cancellation policy. When the customer asked for a refund they were informed by ******* that this would be possible. After much discussion, our reservation support agent informed us that they contacted the hotel directly and were informed that ******* was the hotel concierge and not the manager and that the manager was Julian of the reservations department. He confirmed to our support agent that they did receive the refund request and it was denied. 
  
  
  We have informed the customer that we can resubmit the request to the supplier to communicate with the hotel, but we would require a letter written by the hotel on hotel letterhead confirming the approval for the refund. The member has not provided anything at this time. 
  
  

• Initial Complaint

  Date:04/07/2023

  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 join Travorium on 12/28/22 for the amount of $299.90. I was told that immediately after that I will receive a debit card where I should receive commission. My husband and a friend joined as well. A month later I called because I was still waiting for the debit card. On the month of January 30, 2023 $125.00 was deducted from my bank account. But as today they have not issued the debit card that according to the customer service my up line this was supposed to be mail to me. This is a breach of contract, and I requesting that $724.80 be refunded back to me

  Business Response

  Date: 04/17/2023

  
  

  ID ********
  

  
  

  We would like to address that we are reaching out to the consumer directly concerning their issue in an attempt to resolve their concern. 

  
  We would like to clarify that with our program the member receives an invitation by email to apply for a PayQuicker account which is an FDIC-insured financial institution and from there PayQuicker ensures the member is sent their debit card by mail.

  
  

  Furthermore, after extensive research, the member had not communicated with our customer support team prior to nor after filing the complaint. We would have been more than happy to answer all questions for the member.

  
  

  If you have any further questions or concerns please do not hesitate to contact us. Thank you. 

  
  

  
  

  Kind Regards,

  
  

  *******

  Customer Support Manager
  

  Travorium

  
  

  Customer Answer

  Date: 04/17/2023

   I am rejecting this response because:
  
  I did speak to my up line and did call the customer support group but it was always the same answer not to worry your card is on the mail. So I file a claim with bbb, because as of today I have not received it

  Business Response

  Date: 04/18/2023

  After extensive review we could not find any correspondence from the member to our Customer Support team. We would have been glad to exhaust all options to ensure the member received their card from PayQuicker. We did personally reach out to the member immediately when made aware of their concern and with a solution to get them their card, however, the member has declined further aid from our customer support team, and no longer wishes to receive the card. 

  Moreover, PayQuicker offers other options to receive commissions as well via virtual card, and bank-to-bank transfer to ensure that the member does not go without being able to receive their commissions. We would like to resolve this issue with the member. Concerning their refund, the member is no longer eligible as they are outside of the 14 day refund window and are requesting an amount that exceeds what they have paid for their account and services. 

   

  Customer Answer

  Date: 04/19/2023

   I am rejecting this response because:  After I paid my members fee on January I received an email requesting to verified my email address I di

   also an email of approval Payquicker Support., Ms. ******* email me on April 17, 2023 (I have attached the a copy) wrote to Payquiker, I wrote back saying that frankly is too late, this should had been done month ago. in their respond they say,  they exhaust all options well they did not ,  I call so many time and asked them when will I receive my card, their respond was not to worry. Furthermore, I have not declined card. If this card comes with my refund, I will accept it.

  But on April 18 Ms., ******* wrote back to me said that I should had reached out to them, which I did, and then write me off with the explanation that I am outside of the refund period. Clearly you can see that this is breach of contract I am asking for my refund. 

  Business Response

  Date: 04/26/2023

  Hello,

  We at Travorium do not sell or create PayQuicker accounts. PayQuicker is a platform we use to pay commissions, and our partners deal directly with PayQuicker since they are creating a bank account. Travorium is out of the loop on communication for this process.  
  
  The consumer paid for travel membership and travel-related services. In this situation, the request for a refund has nothing to do with our membership services, and the consumer is outside the 14-day refund policy. 
  
  The member has also requested more money in her complaint with BBB than they have paid to Travorium for their membership. 
  
  As a company, we always go out of our way to help the member but in this instance, the member's request is not logical. A refund is not applicable or available.