ComplaintsforPleasant Holidays, LLC

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What the business committed to proved. Am 71 years old and didn't want to travel alone. Flying with brother and sister-in-law (2 separate bookings). Went with travel agent (M****** ****** @ AAA ###-###-####) so that we didn't have to navigate flight arrangements by ourselves. Was never told flights could be separated since 2 separate bookings. Original paperwork showed same flights. After final payment made 2nd flight bookings (longest flight time) were different. Wasn't told about changes. Had to check it myself and call to complain. Was told too late, even though I paid when I was supposed to. At one point the travel agent even stated on phone that Pleasant Holdings was made aware that we wanted to travel together. We leave for Hawaii January 31, 2024. This was a dream of ours to see the USS Arizona since our father was at Pearl Harbor. My family is concerned about me being in the airport and having to take second flight by myself.

  Business response

  01/16/2024

  Unfortunately, we do not control air travel or the changes that the carrier makes. The travel advisor of record, Melissa of AAA, has been in contact with us and we are working with the carrier to try and get the passengers on the same flights. However, so far, there is no availability. We regret that the customer was unaware that the carriers may make schedule changes, or that if booked separately from traveling family or friends, that those changes may be different. The customer should discuss her concerns with the booking agent who made the reservations for her as we are not responsible for this issue or the carrier schedule changes. 

  Customer response

  01/18/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21146345, and find that this resolution is satisfactory to me.

  M****** ****** called yesterday and said travel issue had been resolved. Went to AAA today and picked up new flight information. My flights are now with my brother and sister-in-law as requested. She went over  all information and I am satisfied the trip has been scheduled as requested. 
  
  Regards,
  
  M*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked with a Vacation with AAA in Glendora, and purchased 4 business class flights from LAX to Paris which our daughter’s flight was incorrectly booked. We have never flown Air France Business Class and didn’t know there was a child meal option. Pleasant Holidays should have recommended the child meal option upon verification of her age. The lack of booking this option stole from our Business Class experience. We never received what we paid for in relation to our daughter’s flight being incorrectly booked. The amount of ticket was about $9400 and the cost to change the ticket was $2600, therefore, our credit should be at least $2,600. Pleasant Holidays credit (e.g. is less than 3% of the total cost of the ticket. This is UNACCEPTABLE and we are requesting a much more significant credit. They also booked 3 rooms at a hotel and in our daugther's name (5 years old) and never reviewed their own work product. So many errors with our booking reservation for a vacation that we spend $34,000 alone in airline and $12,000 in hotels. We are not happy with the credit amount for the stress and their response to this all was a system glitch. They didn't have any glitches when collecting our money.

  Business response

  10/30/2023

  The customer sent a plethora of complaints to the Management team of her travel agency. The complaints were directed to the agency regarding the lack of detail, perceived by the passenger, related to the advisor that booked the trip. The carrier was fully aware of the child's name and age, as required to issue a ticket. Unfortunately, the child's meal was not requested prior to departure by either the passenger or advisor. We are not responsible for what the carrier charges before or during travel. The child's name was initially given to us as an adult. When the reservation was booked, the dates of birth were provided. The child's name was given before the last adult, of the 4 passengers traveling. Because there were two rooms, the hotels were booked in the 1st/2nd passengers name, and the 3rd/4th passengers name with the child being the lead name. This doesn't affect anything at the hotel as the child was sharing with an adult and that name was also provided. The rate is the same with one or two passengers. We did not ever have three rooms booked, nor did we charge the customer for three hotel rooms.  We were not responsible for any issues that occurred or are perceived to be occurred by the passenger. The offer we made was strictly a gesture of goodwill, due to our relationship, with our partner - the travel agency to the customer.  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a vacation package for flight and hotel thru Pleasant Holidays for a trip to Maui to take place on April 11, 2024 and paid a deposit of $1185.98. After finding out about all the damage that was done to Maui, I called to cancel my trip for res#2****305. I call Hawaiian airlines first to see if there would be a cancellation fee and I was told that they were not charging any cancellation fees for trips to Maui for now or the future. I call Pleasant Holidays to cancel and I was told that there would be a cancellation fee of $50 per person for the reservation center and $200 per person for airline cancellation. I told the operation that I didn't agree with the charges for the airline and that I had spoken with Hawaiian airlines and confirmed that there would be no cancellation fees. When I received my refund from Pleasant holidays it was only $685.98 less $500, I called to ask about the $400 that should have been refunded and they kept telling me it was the airlines making this request. I called Hawaiian again and they said that this is not true. This time when I called Pleasant holidays to tell them that I spoke with Hawaiian again they told me that it was the airlines policy, all this back and forth all to turn out as not being true. Pleasant holidays is telling people that the money is being held by Hawaiian airlines when in fact it's them . I would like my money back as there is no way Maui is going to be in any condition for visiting in such a short time. I'm not sure why Pleasant holidays would do this to their customers after such a sad disaster has taken place. Please help me recover my $400 that should have been refunded to me per Hawaiian airlines, thanks

  Business response

  08/23/2023

  There is some sort of miscommunication with the customer. They were traveling in April of 2024. There are no waivers for that time frame to refund. Hawaiian Airlines, charges a $200pp cancel fee as shown on every itinerary the customer has received. This is a fee to refund the tickets as it is a contracted fare with Pleasant Holidays. This is not a fee that Pleasant charges, keeps or gets any part of. This is an airline fee that they do not waive - even during covid, they continued to charge this fee. Maui has not issued any orders for dates later than October, 2023 at this point. Additionally, the hotel the customer was due to stay at did not suffer any damage as it was out of the fires path. Lastly, Hawaiian Airlines Retail Desk would not know or likely understand that Hawaiian has a contract with us that requires us to charge for private fare cancellations. This is a wholesale contract with the carrier. The customer should refer to their itineraries as well as the terms and conditions of purchase. As a side note, there was no travel protection plan purchased with us to protect them from any cancellation fees, though we cannot know if this was purchased outside of Pleasant.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our travel agent used pleasant holidays to book flights for our recent trip to St. Lucia. About two weeks before travel I noticed that our 7th ticket didn’t have a name associated with it. It’s simply said “existing reservation “. The ticket was for our infant son. We did not want to fly internationally with him on our laps as it is both a safety and comfort issue. I called our travel agent and asked for information regarding this ticket. After a whole lot of chaos, nothing was resolved. I was charged $1600 for the ticket. We got to the Delta counter and they told us yes there was a ticket, but it could not be used because there was no name on it. Tell me something… How do you book a flight without a name? This goes for you, too, Delta. Our travel agent tried to resolve this issue with absolutely no luck. Our travel agent is currently trying to work on a refund. I want to know how the ticket was booked, and why on our flight from the Midwest to St. Lucia, I had to sit with a 23 pound baby on my lap looking at an empty seat in front of me. That empty seat was ours and we paid for it. No word from pleasant holidays as of yet, no refund. This is straight up theft. I would absolutely love a response to this.

  Business response

  06/30/2023

  We are in communication with the travel advisor, C**** *****, and customer should reach out to her for assistance. She will be able to explain what transpired as well as obtain receipt for additional seat purchased. Booking # 2*****62. Thank you.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pleasant holiday took my money, booked a trip and then cancelled it. They never told me about it and never refunded my money. Now i cannot get in contact with anyone and nobody will return my calls ! i paid them 2800 dollars and basically got scammed !

  Business response

  05/16/2023

  We have several bookings for passengers with this name. We need to have the booking #. There was a reservation that was cancelled, and rebooked for departure this week. Our phone lines remain open, and our email is available. Please contact us to resolve before 5/18/23 which is the current departure date. Our phone number is ###-###-#### or you can email ****@pleasant.net with any questions. Thank you.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traveled to Cancun Mexico, January 3-8, 2023. Based on the detail room amenities (junior suites contain separate bedroom and also an oversized living room with a sofabed, 2 chairs, coffee table, wet bar and DVD player), listed on the Pleasant Holidays Travel website, I booked a junior suite at Wyndham Grand Cancun All Inclusive Resort and Villas, through the Pleasant Holidays travel website, reservation number 28527039. Total cost paid to Pleasant Holidays Travel, (to include travel protection) for a junior suite was $4,952. Upon arriving at the hotel, I was not given a junior suite. The hotel staff stated there was a problem with the reservation. However, they could not resolve the issue, because I made the reservation through a 3rd party (Pleasant Holidays Travel).I have emailed Pleasant Holidays Travel (Jan 5th, 8th, 13th, 16th, 17, and 23rd, 2023) and I have called (Jan 5th, 23rd, 2023) regarding this matter. However, I have not been given any solutions to resolve this issue. The Wyndham Grand Cancun All Inclusive Resort and Villas placed me in a room with 2 queen beds. and none of the amenities of a junior suite. Again, I reserved and paid for a junior suite at the above resort based on the information listed on the Pleasant Holidays Travel website. I don't understand why the company cannot contact me directly regarding this matter - refund of amount paid and/or difference refunded to me for not being booked in a junior suite. The lack of professionalism and poor customer service is disturbing. S***** ****, *********@gmail.com, ###-###-####

  Business response

  01/31/2023

  As the customer is aware, we are working with the hotel to research and advise the room type that was provided, as well as answer to the customers concerns. Unfortunately, the customer traveled during the busiest travel season, and all channels therefore are delayed as well. If the hotel approves any refund, we will process accordingly. We have been in contact with upper management of the travel agency of record, and will advise as soon as the hotel responds to us. That generally takes upwards of 30-45 days from date of receipt.  While the customer has reached out to us repeatedly, our contract is with AAA, and that is who we have to deal with to resolve. 

  Customer response

  02/01/2023

  
  
  I am rejecting this response because:Pleasant Holidays Travel Agency has been in business since 1959.  As stated in their response to BBB, I have been in contact with them numerous times, yet where is their response to me on this issue.  It's not stated in their response to BBB on when they responded to my attempts to contact their company.  In addition, stating that January is a busy time in the travel season is not my concern.  Travel agencies seem to think that every month is a busy travel time of the year. I made payment to Pleasant Holidays Travel Agency and they accepted that payment real quick. Yet, now they claim they have up to 45 days to resolve an issue. I don't think so.  They are responsible for refunding me my money as soon as possible.  They should also contact me directly regarding this matter.  For a company that has been in business since 1959, they show a lack of professionalism and need to accept responsibility for their part in this issue. I expect them to contact me directly as soon as possible.
  
  Regards,
  
  S***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  02/02/2023

  The customer has been in touch, on an escalated level, with AAA Management. AAA contract requires us to deal with them as they want to facilitate issues with their members directly. As advised, we have reached out to the hotel, and hope to have an answer sooner than later. However, we are unable to rush the property as they work concerns in order as received. Travel has increased 10 fold and so all vendors are inundated to the influx in travel related to the shut down in 2020. People are traveling at a much higher rate than normal. We regret that the customer is frustrated however, everyone is working at full capacity to get this issue resolved. We are beholden to the resort, as they must advise what transpired, and if any refund is owed. We will be in contact with AAA as soon as the property responds to us to resolve.

  Customer response

  02/02/2023

  
  
  I am rejecting this response because: I spent a lot of money for the trip to Cancun Mexico.  This money was paid to your company Pleasant Holidays Travel.  You have been in business since 1959.  Don't give me some lame excuse about an increase in travel. That has nothing to do with my complaint about my not getting a junior suite that I reserved and paid for through your travel agency.  Your response is insulting.  The following is provided: 

  The customer has been in touch, on an escalated level, with AAA Management. AAA contract requires us to deal with them as they want to facilitate issues with their members directly. As advised, we have reached out to the hotel, and hope to have an answer sooner than later. However, we are unable to rush the property as they work concerns in order as received. Travel has increased 10 fold and so all vendors are inundated to the influx in travel related to the shut down in 2020. People are traveling at a much higher rate than normal. We regret that the customer is frustrated however, everyone is working at full capacity to get this issue resolved. We are beholden to the resort, as they must advise what transpired, and if any refund is owed. We will be in contact with AAA as soon as the property responds to us to resolve.
  

  Your response to my continued efforts to seek a refund for not being placed in a junior suite during my trip to Cancun, Mexico January 3-8, 2023 is insulting.  Pleasant Holidays Travel Agency has been in business since 1959.  To say that you cannot contact me, the hotel or resolve this issue, because of an increase in travel is laughable. I paid a lot of money for my trip.  I reserved my lodging through your company.  You could at least have some consideration and contact me directly on the steps your company is taking to resolve this issue.  However,  Pleasant Holidays Travel Agency is stalling and not making any effort to resolve this matter.  Because if you were taking steps to resolves this matter, you would provide specific steps you have taken to get a resolution.  Yet, I receive a "we can't do anything because of an increase in travel" response.  When did you contact the hotel?  What did the hotel respond with when you presented this matter to them? When did you contact Triple AAA regarding this matter?  What was their response?  Lastly, but most importantly,   why haven't you contacted me directly on this matter? You state an increase in travel has delayed your taking any action.  However, I'm sure your company is booking reservations left and right to the hotel you state you can't get in contact with. Don't play games and think you can treat a customer like trash.  I see I'm going to have to elevate this issue. 
    Regards,

  S***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a trip to Bora Bora through AAA for the end of September 2022. It is now the end of January 2023 and I have still not received a refund for the overwater bungalow room that Pleasant Holidays did not book. It was not until I arrived to the Conrad Bora Bora that I was notified that the room that I pre-paid for was not booked and therefore, I had to come out of pocket more money to ensure I had a place to stay on the island. I know that my AAA rep has been working to resolve the issue with NO response from Pleasant Holidays. I am unclear when I will receive resolution to my issue as Pleasant Holidays has deliberatively stopped responding. At this point, this is a company that I would not recommend anyone doing business with. If my room was not booked but Pleasant Holidays accepted my money for the room up front, where did my money go?

  Business response

  01/31/2023

  The hotel confirmed the customers' stay with us, and provided a confirmation number for the room. If the hotel didn't have the room available, that is a hotel issue. However, we did refund the amount that the customer paid out of pocket, and are working that out on the backend. The customer was refunded on 12/5/22 and the travel advisor was made aware. the refund amount was $1090.71 USD and was processed to credit card ending in #4964. If the customer has further questions, they should contact their travel agency of record to discuss and contact us further, as we have been in communication with them since September 2022.

  Customer response

  02/01/2023

  
  
  I am rejecting this response because:

  I am rejecting this response. When I arrived at the hotel, the hotel stated that they notified Pleasant Holidays that the room could not be reserved and have an email record. Therefore, the room that I pre-paid for should have been reimbursed not the room that I purchased once I spoke with management to reserve a new room.

  I am looking for reimbursement for the room I purchased that was not actually booked, not the money I paid directly to the hotel. Also, I was notified yesterday that a refund was processed in this incorrect amount. The travel agent asked me if I was ok with that refund amount and I shared that I wasn't. Unfortunately, Pleasant Holidays has been unclear about how much money I actually spent on the room in my pre-booking. To accept this response, I would appreciate clarity around the amount I spent since the room rates are closer to $2000 per night on the website.

   

  Customer relations notified me that this information would need to be shared directly with my travel agent. She has not indicated that she received the original pricing amount. Please advise.

  
  

  
  
  Regards,
  
  L****** ******
  
  

  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  02/02/2023

  Customer Relations has reached out to the travel advisor in this case, and the customer should discuss with the agency of record. The case has been continued to be worked on and as such there is further information.

  Customer response

  02/02/2023

  
  
  I am rejecting this response because:

  My travel agent has not received a response or additional information. Once again, your response is insufficient and poor customer service. 
  
  Regards,
  
  L****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  POSTING AGAIN BECAUSE NO REFUND RECEIVED: Originally booked with Pleasant Holidays a Hawaii Norwegian Cruise Line trip on Pride of America for 4/11/2020 under reservation number 41*****4, cancelled by the cruise line in 2020 and 2021, rebooked as 43*****8, but ultimately cancelled. Norwegian has advised that all funds have been refunded to Pleasant Holidays on their agency credit card ending in 7311: 2 payments of $50, 1 payment of $2977.74, 1 payment of $2881.90. Pleasant Holidays is still holding on to these refunds and has not delivered any to me, the customer, and rightful owner of this money. Have been unresponsive to inquiry through their website, by phone, by email and through the AAA travel agent. My roommate in this cabin has received a refund, but I have still not.

  Business response

  01/18/2023

  We have been very responsive to the customers travel advisor of record. In fact we are in current communication with her regarding this issue. A refund was issued in September to one of the customers travel companions. We are researching this complicated issue again, as the customers initially were traveling and rebooked several times due to the pandemic and cruise cancellations around the world. We are working with the advisor to get this resolved as quickly as possible. The customer should remain in contact with their travel agency and agent of record.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased 9 day Costa Rica trip (RES#2*******) from Pleasant Holidays via AAA on 3-22-22 for $5,499.00. We had several issues regarding the accommodations and staff during the trip. Pleasant holidays was deceptive and embellished the activities/services provided during the trip. We attempted to contact Pleasant Holidays during the trip via phone and email and have never received a response. After returning home from the trip and again attempted to contact Pleasant Holidays via email and have never received a response. Any help contacting the business is greatly appreciated. Thank you. W****** ********

  Business response

  01/05/2023

  The customer purchased a guided tour with various vendors. The customer and their travel advisor did contact us during travel, to request that they be moved from their final hotel. However, this was at the beginning of the onslaught of festive season, or holiday travel and there was not availability with one exception, and the customer chose not to accept the option we found for them for the last night. Due to the time change with the Costa Rica vendors, as well as our own very heavy call volume, as well as the agency having to wait to hear from the customers due to cell phone issues, this was not able to be done the previous two nights the customers stayed at the resort. The customer states in his letter that the first resorts were fine, and that the issue is with one of the tours, and one of the hotels. Customer Relations does handle post departure concerns, and they have approximately a 6 week turnaround time as stated on their auto response. We do not have any control over how a vendor describes their tours. We can address this with the vendor going forward. We understand that the customer may have felt uncomfortable at the resort, and we will submit these concerns to the property. As soon as have any resolution, or response from the property we will reach out to the travel agency on his booking per the contract with AAA.

  Customer response

  01/06/2023

  
  
  I am rejecting this response because: The final hotel property was the largest portion of our vacation and we immediately notified AAA and Pleasant Holidays of the issues. We were not the only patrons upset over the issues with the last hotel property (3 days) and the treatment of patrons by the tour guide. There were 15 people in our group that booked their Costa Rica vacation through AAA or Pleasant Holidays and shared similar concerns with the tour and accommodations. I have the contact information for the other patrons if someone would like to contact me directly so that I can make a written formal complaint and share the contact information for the other patrons. For the record, I have not received any response (written or verbal) from Pleasant Holidays since I first contacted them during our vacation on December 15, 2022. I have made multiple attempts via phone and email. 
  
  

  Regards,
  
  W****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  01/10/2023

  As we have advised, we are researching the concerns of the customer and will reach out to the agency of record as soon as the vendors involved have all responded. The customer should remain patient as he traveled during the busiest season of the year, and everyone is inundated with issues related to the thousands of airline cancellations that occurred during this time. All issues are handled by customer relations in the order they are received. At this time, we are waiting on a response from the last hotel on the itinerary. That may take another 30 days or so per their communication.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Pleasant Holidays was used by our travel agent to book an excursion in Hawaii but they did not book transportation. When we attempted to redeem the voucher at the hotel, they informed us that transportation to the luau and cultural center would have had to have been booked at the time the reservation was made. The hotel concierge worked with us for hours to try and get us transportation to the location but was unable to. We had to find a separate luau (with transportation available) to attend that day since we were leaving the next. Upon our return home, I contacted our travel agent to request a refund. She forwarded the information to Pleasant Holidays. After 4 months and numerous emails to follow up, they replied to say they were denying the request without citing any reason whatsoever. Below are the booking details. I am attaching the emails and a copy of the voucher. The emails explain the situation in great detail as we were making our case to Pleasant Holidays and wished to provide was much detail about the situation as we could. Booking 2******* 6/24/22- date of the excursion $1121.19- total spent that was not used

  Business response

  11/28/2022

  The reservation for the tour was made in March of 2022. The tour never included transportation as it was booked without. All itineraries stated that transportation was not included. The final documents itinerary stated, transportation was not included as well as the voucher for the tour. It is unfortunate that the customers did not review the itineraries or documents prior to departure so that they could get the transportation issue corrected with their travel advisor. We regret that we are unable to refund as we were charged for a no-show. This is an extremely popular tour and the vendor does not make exceptions. We hope that the customer enjoyed their trip despite this hiccup.

  Customer response

  11/29/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18466466, and find that this resolution is unsatisfactory to me. The business has failed to understand the information I provided, which clearly states we were told in Hawaii, when trying to redeem our vouchers, that transportation WOULD HAVE HAD TO HAVE BEEN BOOKED ALONG WITH THE EXCURSION.  That was the job of the company specializing in travel plans, not the customers paying for the convenience, expertise, and connections of a travel business. Furthermore, as previosly stated, when trying to redeem our vouchers, there was a great deal of confusion regarding our reservation, including uncertainty as to whether or not transportation had in fact been booked for us. This confusion, along with an issue you have not addressed- we also purchased trip insurance through your company- is the culmination of my reasons for requesting this refund. By the way, we were told to check in with a Pleasant Holidays agent at the hotel, which is another piece of misinformation provided to us as there is not one on site. 
  
  Regards,
  
  C**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩