Complaints

This profile includes complaints for Exoticca Travel US, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Exoticca Travel US, Inc.

  80 SW 8th St Miami, FL 33130-3003

• 

  Exoticca

  99 Wall St New York, NY 10005

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:03/26/2025

  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.

  My sister and I saved for six months to go last summer to ********. As we were waiting to board the plane in ******, **, our names were called to come to the ticketing desk. Once there, we were told I had a warrant out for my arrest! Something that I knew nothing about. I was taken into custody by the ************** police and processed to be extradited to ********, where the warrant was initiated five years ago!! Needless to say, we didn't make the flight, and my sister stayed to help me with my predicament. In the meantime, my sister reported this to the travel agency and ALL they said was NO REFUND!! I even tried to make a copy of the itinerary just now, and they have "blocked" the account from making copies. I had to cut and paste the attached document! This agency didn't even hear our explanation...we were NOT able to get on the plane due to no fault of ours!! I pray that you'll be able to assist with this issue because we have tried EVERYTHING and are out $6500 to boot!! We also asked to be rebooked to a later date, but they still DENIED our request.

  Business Response

  Date: 03/27/2025

  Dear BBB members,

  Thank you for giving us the opportunity to reply to this claim.

  The customer had a booking with us departing from ******* on June 25, 2024. After this date, we received no further communication from the passenger, and we were never informed about the situation. We are truly sorry to hear that the customer had to face such an issue.

  We believe that we provided all the contracted services, and the fact that the customer was unable to board the plane is entirely unrelated to Exoticca. As you know, this situation is beyond our control. Please note that, although the customer did not attend the trip, the services were still charged to Exoticca.

  Please be informed that Section 16 of our Terms & Conditions states that 'we will not be liable for any schedule changes, delays, cancellations and other circumstances attributable to the carrier, your own actions or those of a third party or force majeure'.

  There was nothing that Exoticca could have done differently to prevent this situation from occurring.

  Therefore, unfortunately, we are not in a position to issue any refund to this customer, as the issues experienced were not related to Exoticca or any services provided by us.

  Should you require further details, do not hesitate to let us know.

   

  Kind regards,

  Exoticca

   

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23120796
  
  I am rejecting this response because:
  While I was detained, my sister called and explained the whole situation! They could have rebooked us for another date! Also, our trip didnt start with them until we reached ******!!

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/03/2025

  Hello,

  As per the booking Terms and Conditions all the services for the passengers trip inlcuding flights, accomodations and excursions had all been booked and paid for and are non refundbale. This is the normal conditions for any cancelation less than 30 days before departure.

  The passenger should reach out to thier travel insurence provider to make a claim as the incident is unrelated to Exoticca.

  Regards,

  Exoticca

   

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23120796
  
  I am rejecting this response because:

  Unacceptable. They should have taken our situation into consideration! What hapened to us was out of our control! If the situation would have been different...let say hospitalization...or death, would they have acted differently and refunded the money?? I think I will seek legal representation against this "shady" company because I see we are getting NO WHERE with the nonsense they are spouting!!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/24/2025

  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 am booked on a trip to ******* in April 2025 with Exoticca. I have been trying to reach their customer service for over 1 week to add an excursion. Their phone number is ************. We have been on hold for a total of over 8 hours over the past week. No one EVER answers. This is our third booking with Exoticca, the first to *********** was excellent, the second was to ******/*****, the description was misleading and just a so-so experience, based upon the nonexistent customer service, this will be our last. Fool me once, shame on you, fool me twice, shame on me. PLEASE CONTACT ME.

  Business Response

  Date: 02/25/2025

  Dear BBB members,

  Thank you for giving us the opportunity to respond.

  Please be informed that we have been receiving a higher volume of contacts lately, which has affected the expected waiting times. We apologize for this situation and would like to inform you that we are actively working to expand our team in order to assist our customers in a timely and efficient manner.

  We have sent Mr. ***** an email to assist him with his request and kindly invite the customer to check his inbox.

  If you need further details, we will be more than happy to assist.

   

  Regards,

  Exoticca

• Initial Complaint

  Date:02/22/2025

  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.

  The trip was booked on 2/14/2025 at 3 pm EST (attached confirmation) and cancelled on 2/15/2025 by online form.called phone within 24 hours and no phone calls were taken by customer service.Not sure how you can operate with no phone services on weekends being a tour company.I have vertigo and saw the ** on 1/21/25 ENT ****** ****. It has re lapsed early morning therefore called Exoticca tried to leave a message no phone calls were answered saying office is closed on the weekends. Updated the Online forms and told them have to cancel due to ******* - cannot fly for next 60 days. All within 24 hours - I checked my mobile app for Exoticca and all flights and Hotel were pending nothing was booked. Contacted chat online and told Cieo that nothing is booked all are pending I need to cancel. He said it would be possible per all my online chatscreenshots attached. I have my BOA CC attached not processed as of 2/15/2025 at 7 pm. ( screenshot attached).I would like a full refund or full travel credit. All paperwork attached ** visit on Jan 21 25 ENT visit , *************** pending , and nothing was processed when I called and online form was filled out.If they confirm flights and hotel after my initial contact then it Exocticca issue not having proper procedure in place to apply to a customer request. I should not be responsible for it and no phones service on the weekends. I want my fill refund on my BOA for ******* . I do have DR **** and etc cannot add to your system due to oversize files.

  Business Response

  Date: 02/23/2025

  Dear BBB members,

  Thank you for giving us the chance to respond to this claim.

  First of all, we are sorry to hear that the customer had to cancel the trip and wish her a speedy recovery.
  
  We have received a notification regarding a payment dispute initiated by the customer. As such, we must wait for the dispute to be resolved. Once we have an update, we will contact the customer to provide further details.

  If you need any more information, do not hesitate to let us know.

  Best regards,

   

  Exoticca

   

  Customer Answer

  Date: 02/24/2025

  
  The trip was booked on 2/14/2025 at 3 pm EST (attached confirmation)  and cancelled on 2/15/2025 by online form.
  called phone within 24 hours and no phone calls were taken by customer service.
  Not sure how you can operate with no phone services on weekends being a tour company.
  I have vertigo and saw the ** on 1/21/25 ENT ****** ****. It has re lapsed early morning 
  therefore called Exoticca tried to leave a message no phone calls were answered saying 
  office is closed on the weekends. Updated the Online forms and told them have to cancel 
  due to Vertigo - cannot fly for next 60 days.  All within 24 hours -  I checked my mobile app for Exoticca 
  and all flights and Hotel were pending nothing was booked.  Contacted chat online and told Cieo that 
  nothing is booked all are pending I need to cancel.  He said it would be possible  per all my online chat
  screenshots attached.  I

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22976325
  
  The trip was booked on 2/14/2025 at 3 pm EST (attached confirmation)  and cancelled on 2/15/2025 by online form.
  called phone within 24 hours and no phone calls were taken by customer service.
  Not sure how you can operate with no phone services on weekends being a tour company.
  I have vertigo and saw the ** on 1/21/25 ENT ****** ****. It has re lapsed early morning 
  therefore called Exoticca tried to leave a message no phone calls were answered saying 
  office is closed on the weekends. Updated the Online forms and told them have to cancel 
  due to Vertigo - cannot fly for next 60 days.  All within 24 hours -  I checked my mobile app for Exoticca 
  and all flights and Hotel were pending nothing was booked.  Contacted chat online and told Cieo that 
  nothing is booked all are pending I need to cancel.  He said it would be possible  per all my online chat
  screenshots attached.  I

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 02/26/2025

  Hello BBB,

  As mentioned in the last response we have recieved a payment dispute from the customers bank. Therfor,  we must wait for the dispute to be resolved. Once we have an update, we will contact the customer to provide further detail.

  We cannot activley work on any booking where funds are now in the posession of the bank investigation.

  Regards,

  Exoticca

  Customer Answer

  Date: 02/26/2025

  I will wait for the Exoticca to review after the bank report 

  Customer Answer

  Date: 02/26/2025

  I will wait for the Exoticca to review after the bank report 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22976325
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/16/2025

  Type:Customer Service 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.

  In all of my dealings with Exotica I had let them know about my mobility issues. I booked a trip to ******** for late February 2025. In mid January 2025 I confirmed that I could use a mobility scooter on my trip. About eight days before the trip I asked some questions about the mobility scooter and the hotel. Exotica never answered my questions and instead told me that they may not be able to accommodate me. This was seven days before the trip. I replied and pointed out that I had already been told this was okay. Since then I have sent several emails and spoken to them on the telephone. I have been told they are working on it, it has been resolved, they have pushed the matter forward and so on. Of course nothing in writing, no phones calls from them and when I requested to speak to a manager, they promised me it would happen and I am still waiting.I am concerned that when we go I will end up battling the tour guide, while it is not his fault; I could end up not being able to go on the tour; there will be other problems; and if there are in country issues I will not get a response from Exotica. I have noted many posts on many forums that are talking about the same or similar problems. It also seems that Exotica says they will do something or pay something and then just ignore their resolutions. It appears that they believe people will just go away. The trips look good but their customer service is extremely poor. I will let people know what happens with the actual trip.If you have had experiences with Exotica (good or bad) please post about it.

  Business Response

  Date: 02/17/2025

  Dear Mr. ****** and BBB members,

  Please be informed that we have received the request, and our team is currently working on it to accommodate it. We have requested some details regarding the device and we shared this information with our local team. Kindly note that our team in ******** is actively working to fulfill the request. We are fully aware of the time constraints and are making every effort to meet all the needs required by the customers.

  As soon as there is any update, we will contact the customers to provide them with further details.

  If you need anything else, don't hesitate to let us know.

   

  Best regards,

  Exoticca

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22948619
  
  I am rejecting this response because:

  Despite numerous attempts to gat some assistance Exotica did not reply in a timely or reasonable manner.  I had advised that I had to rent my electric scooter and did so while waiting for my flight in ********  They also never resinded or advised that the email telling me that there may be trouble with me getting a scooter for me trip could cause problems was no longer true.  As I was preparing to board the plane I received the attached email offering the rental of a scooter or wheelchair for the trip.  As I replied this was too little too late.

  Exotica states on their website under PROMISE: "Everything taken care of  We plan and book every detail of your trip for you. Our unique Travelers App is your direct line to 24/7 click-or-call support. Thats how we look after you across the world."

  They further state: "At your side  Stay on top of your itinerary with real-time updates and travel with total peace of mind thanks to our Travellers App. Its your direct line to our in-trip care team who are ready to support you 24/7."  and  "At ease
  Enjoy life-changing experiences with total peace of mind. We adhere to ATOLs code of ethics and offer cancellation cover as standard. That's why our customers consistently rate us with an Excellent score."
  

  Their failure to respond to my calls and emails from February 12th to February 19th; their failure to provide any assurance that my trip would be able to go forward fails to meet the promises and statements that Everything taken care of, At your side and At ease.  There are also promises of responses within five days which they again failed on.

  My wife and I went to ******** filled with concerns and trepidations.  The organization and planning we would do just before the trip where gone as we were dealing with the concerns Exotica had placed on us with their email.  This did not make for an enjoyable start to our trip.

  While Exotica continues to work on my issue I plan to work to ensure they do not do this to other travelers.  At any time Exotica could have called me, in fact i requested a call from them several times.  They never did and gave no indication of any willingness to resolve this issue.  Their standard response of "we and our team are working on" is unacceptable.

  
  Sincerely,
  
  ******** and ****** Majkot

  Business Response

  Date: 03/04/2025

  Dear BBB members,
  
  Following the request, we exchanged several emails with the customer from February 12th. In these emails, we informed them that we needed to verify with our local supplier whether it was feasible. Due to the nature and specifics of the request, it took longer than expected to receive confirmation, as it was a specific request. In any case, we were able to provide a quote to the client in order to fulfill their request.
  
  It is important to note that, due to the volume of contacts we have been receiving recently, the response time has been longer than expected. For this reason, we would like to apologize and inform that we are working to expand our customer service team so that we can offer assistance to our clients in a timely and efficient manner.
  
  In any case, as mentioned, we exchanged several emails since February 12th and also assisted the client by phone on February 14th.
  
  We regret that this situation may have caused any inconvenience to our client and extend our sincerest apologies.
  
  We remain at your disposal for any further inquiries.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22948619
  
  I am rejecting this response because:

  On January 16th they told me that they had no problem with my request.  Given the short time line, eight days before we left, they had a responsibility to respond promptly, they did not.  If they are getting that many contacts Exotica is obviously having issues which is not the customers fault.  I did repeatedly advise Exotica that I needed a chick response (didn't happen); I was promised a call from a manager (didn't happen); they could have called me to discuss this issue (didn't happen); I offered a solution (was ignored then responded as we were getting on  the plane; their in country guides were not really prepared for my needs (makes me wonder what staff they were talking with).  All in all from my perspective they repeatedly failed.

  They ruined much of our trip, caused my wife and I  a great deal of stress; put us in a position were we were unable to  finish planning our free time which negatively affected our trip.  Their repeated excuse that they were working on it falls on deaf ears.  Are they going to do anything to compensate us for what they have put us through, NOTHING has been offered.

  We do not trust Exotica, we do not believe Exotica and we don't accept their feeble excuses.  Exotica's advertising is false and their requirement (in *******) to accomodate disabilities totally fails.  I will continue to warn everyone about how poorly Exotica treats some clients.
  
  Sincerely,
  
  ******** and ****** Majkot

• Initial Complaint

  Date:02/09/2025

  Type:Product 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.

  We purchased a trip to ********* with Exoticca that included airfare and carry on for each. The documents sent to us by Exoticca and the information on their app showed that one carry-on (cabin bag) and one personal item was included for each flight. No checked baggage was included. We each had one carry-on and one personal item. We did not have any checked bags.On the way down to ********* we did not get charged for the carry on. But on the way back our ticket was issued showing that no carry on luggage was included. We were charged $260 in order to fly back with our carry-on luggage ($130 each x 2).I've called Exoticca, sent them emails and the copy of their document showing carry-ons (cabin bags) were included in the info they provided. Copies of our payment for each of the carry-ons we had to pay for and a copy of the tickets showing that no luggage was included in the basic ticket they purchased for us is attached. We are requesting a refund of the $260 paid for the carry on luggage that should have been included in the ticket.

  Business Response

  Date: 02/10/2025

  Hello BBB,

  Please note that the customer has not made a offical claim for a refund for the service as asked by our emergency team so that we can process thier claim. As per our terms and conditions section COMPLAINTS, we follow a proceedure to ensure all claims can be dealt with quickly by the corrct team.

  This passenger did not do this. We have located a feedback form from 2 days ago with a 1* review requetsing the funds. We appriate the customers patience while we work on the claim. We will continue to contact the customer directly through the correct channel.

  Thank you.

  Regards,

  Exoticca

  Customer Answer

  Date: 02/10/2025

  Here is the copy of my ticket that shows that carry on luggage was not included.  I have contacted them 3 times so far without satisfaction 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22919861
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *********

  Business Response

  Date: 02/11/2025

  Hello BBB,

  Please note that this customer has already been contacted directly and the reufnd issued.

  Regards,

  Exoticca

  Customer Answer

  Date: 02/11/2025

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

• Initial Complaint

  Date:01/14/2025

  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 paid $2836.00 on 15 Jul 2024 on my credit card for a trip to ******* departing on 15 January 2025. Trip was15-20 Jan 2025. I always purchased trip insurance of $********* brother was seen by emergency room staff and the hospital 10 Jan to present..I reluctantly cancelled my trip via the contact form as requested in the website on Sunday 12 Jan. I received confirmation 13 Jan. I purchased trip cancellation insurance for such emergencies ( like I do with Globus.I am not agreeing to the proposed $ 662 refund for almost a $3000 trip. I have taken 4 trips in 2024 and have scheduled 5 for 2025.I spoke to customer service on 14 *** ****** and he was very condescending to me saying I should have the email and questioning if I had checked spam because he had sent 7 emails to me. I am more than happy to provide documentation regarding my brother being in the hospital . Any reasonable person would cancel not knowing when he was going to be released and the follow up care needed after an emergency and subsequent hospital stay.I will continue with the 5 trips reluctantly paid and scheduled for 2025. I request a 100% refund for the Iceland trip to resolve this complaint. I had booked the airport transfer notified them today (14 Jan) of cancellation of my trip and immediate response to refund the cost with no penalty being an emergency. I understand not being reimbursed for the insurance cost but its why you purchase insurance because of emergencies. A policy which only allows COVID cancellation and a hefty penalty is not customer oriented and unwillingness to respond to a family emergency. I booked airport transfer in ******* today and immediately received an email (see email) Exoticca are quick to reach out to book and then nothing.

  Customer Answer

  Date: 01/14/2025

  When I spoke to Exoticca this afternoon (3:40) I asked to speak to a manager and was told no.
  I told representative I was going to file a complaint with better business and then I was told they would make a note to have manager call me.
  I received this voicemail when I was talking to medical care provider for my brother who is in the hospital and couldnt speak.
  

  This is the email I responded to Exoticca after I filed my complaint with your organization. 
  

  As such, I have not called back based on your email to see how they respond. 

  Customer Answer

  Date: 01/14/2025

  When I spoke to Exoticca this afternoon (3:40) I asked to speak to a manager and was told no.
  I told representative I was going to file a complaint with better business and then I was told they would make a note to have manager call me.
  I received this voicemail when I was talking to medical care provider for my brother who is in the hospital and couldnt speak.
  

  This is the email I responded to Exoticca after I filed my complaint with your organization. 
  

  As such, I have not called back based on your email to see how they respond. 

  Customer Answer

  Date: 01/14/2025

  When I spoke to Exoticca this afternoon (3:40) I asked to speak to a manager and was told no.
  I told representative I was going to file a complaint with better business and then I was told they would make a note to have manager call me.
  I received this voicemail when I was talking to medical care provider for my brother who is in the hospital and couldnt speak.
  

  This is the email I responded to Exoticca after I filed my complaint with your organization. 
  

  As such, I have not called back based on your email to see how they respond. 

  Customer Answer

  Date: 01/14/2025

  When I spoke to Exoticca this afternoon (3:40) I asked to speak to a manager and was told no.
  I told representative I was going to file a complaint with better business and then I was told they would make a note to have manager call me.
  I received this voicemail when I was talking to medical care provider for my brother who is in the hospital and couldnt speak.
  

  This is the email I responded to Exoticca after I filed my complaint with your organization. 
  

  As such, I have not called back based on your email to see how they respond. 

  Business Response

  Date: 01/15/2025

  Dear BBB Members,

  
  Thank you for allowing us the opportunity to provide a response.

  
  Please be informed that the cancellation coverage added to this booking allows travelers to cancel their trip up to 30 days before departure for a refund in travel credit. After this period, our standard cancellation policy applies. In this particular case, the cancellation was requested less than 30 days prior to departure. Therefore, the refund issued to the customer is in accordance with Section 9 of our Terms & Conditions.

  
  Additionally, Exoticca has offered the customer compensation as a goodwill gesture, and we believe we have assisted the customer to the best of our ability.
  

  Should you require further details, please do not hesitate to let us know.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22811373
  
  I am rejecting this response because: their coverage is promoted as insurance. They are a travel company so if they do not offer themselves who do they affiliate themselves with? Promote an insurance company to cover the travelers. But then we wouldnt use theirs and they get to charge us handling fees and cancellation fee for worthless coverage. A $2836 trip the handling fee and insurance fee and penalty fee deducted  leaves $662.00 
  they offered me a $150.00 travel credit to make things right.  Citing  penalties to the airlines. As a gesture of goodwill and providing customer satisfaction I will accept an additional $1787.00 ( the cost of my trip minus handling flex, $662, and the initial $150 travel credit.

  i received 2 email responses I tried to attach but are too large but too large 

  here are excerpts 

  We would like to clarify! 
  

  We completely understand your frustration, and we sincerely apologize for any inconvenience this may have caused. Exoticca's management has authorized the issuance of a Travel Credit of 150 USD, which you can use on a new trip within one year from the issuance date.
  
  While we understand that this may not fully address the inconvenience you experienced, we hope it serves as a token of our goodwill and our desire to ensure your continued satisfaction as our valued customer.
  
  These are policies and a private travel company has discretion in enforcing their policies. 
  I have taken trips with them to ******, *****, ******, ********** in 2024. 
  in ******************* earlier email I have *****, ******, ********, ****** and ******* paid for in 2025. 
  

  They have discretion and authority to issue travel credit so provide $2599 for me to schedule another trip to ******* and I will be satisfied. 
  
  as a side  note the bus service at the airport in ******* refunded my return ticket from airport to city center with no cancellation fee when I notified them of cancellation of my trip yesterday. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/16/2025

  Hello,

  We would like to reiterate that the cancelation was performed in line with Exoticca's terms and conditions, Section 9 cancelations. 

  Exoticca offers only cancelation coverage, which allows customers to cancel more than 30 days before departure for any reason.

  Exoticca does not promote insurance, our policy is named cancelation coverage, and the terms are explained, *** the 30 day period, at the time of booking ,when the customer can select if they would like to opt in to this service.

  The customer canceled less than 30 days before, and therefore any funds to be able to be returned is that of which we can receive back minus penalties applied by the providers as deemed in our own contracts and therefore, penalties passed to the customer.

  ******************** advises all customers as in section 4 of our terms and conditions to purchase full travel insurance 3rd party to protect them from cancellation after this period along with medical, delays, lost luggage, and all other services covered by a comprehensive travel insurance package.

  Regards,
  Exoticca

  
  

  Customer Answer

  Date: 01/16/2025

  The website provides only selected information in regards to the service or lack there of. It is listed if the company is a trustworthy company. 
  

  Yes, I cancelled my trip days before departure due to a family member being in the emergency room and then admitted to the hospital for 6 days. He was released  in the evening my trip was to depart.

  You are not making traveler satisfaction a top priority as the web site states. In addition it states we are positive our service we cane can ALWAYS exceed expectations. 
  
  lLastly,  all our trips have our premium care coverage included as standard. We also offer flex policies to allow travelers to cancel for any reason should they decide not to travel.  Interesting it doesnt say it will incur SUBSTANTIAL penalties.  If they are transparent company it would be listed up front. 
  

  So if you cant issue the original payment due to the fees your company paid. Then provide the total amount in travel credit instead of a measly $150 credit when the trip is over $2800. I get 25% of the trip cost.  It doesnt make me whole and if satisfaction is your priority provide remaining as a travel credit.  It is paper money your company issues and allow me to use it for a trip I planned on taking in Apr. 

   

   

   

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22811373
  
  The website provides only selected information in regards to the service or lack there of. It is listed if the company is a trustworthy company. 
  
  Yes, I cancelled my trip days before departure due to a family member being in the emergency room and then admitted to the hospital for 6 days. He was released  in the evening my trip was to depart.
  
  You are not making traveler satisfaction a top priority as the web site states. In addition it states we are positive our service we cane can ALWAYS exceed expectations. 
  
  lLastly,  all our trips have our premium care coverage included as standard. We also offer flex policies to allow travelers to cancel for any reason should they decide not to travel.  Interesting it doesnt say it will incur SUBSTANTIAL penalties.  If they are transparent company it would be listed up front. 
  
  So if you cant issue the original payment due to the fees your company paid. Then provide the total amount in travel credit instead of a measly $150 credit when the trip is over $2800. I get 25% of the trip cost.  It doesnt make me whole and if satisfaction is your priority provide remaining as a travel credit.  It is paper money your company issues and allow me to use it for a trip I planned on taking in Apr. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/25/2024

  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.

  My partner and I were scheduled to leave for ***** for a Viking cruise on November 22, 2024. When that cruise ended we were to take a tour of *********** with Exoticca on December 5. On November ***************************** the emergency department and was then admitted to the hospital due to a heart rate of 141 and blood pressure of 181/ 113. Oxygen saturation dropped into the 80s when walking. No real answers as to the cause after tests done to the ability of the small local hospital including an echocardiogram. I was released on the evening of the 19, followed up with my regular doctor on the 21st and am wearing a continuous heart monitor as I write this. My DOCTOR quite sternly advised no oversea travel until we have ********** partner and I have each contacted Exoticca about this situation. They have said that the ONLY medical condition that entitles us to any refund is Covid. We were looking forward to this trip and it was paid in full at the time of booking ($4598.00) This just seems absurd. I wasnt just trying to get out of going-I WANTED to go on these trips. I understand that Switzerland has excellent healthcare but the 7 or 8 hour flight does not. Again, I only cancelled on the advice of my physician. Who is perfectly willing to write a note or fill out a form. I also have proof of hospitalization. He has filled out forms for Viking who seems much more understanding.I feel that this is a poor policy. They seem to basically say any other communicable disease is allowed ( to easily infect others.) I know I dont have a communicable disease but really dont want to die in ***********. This company has several offices around the ** and the world. I would really appreciate some support in this matter. Thank you so much for your time and attention.Sincerely,Merry *** ******

  Business Response

  Date: 11/26/2024

  Hello BBB member,

  In reference to this booking, we are sorry to hear that the passenger can not travel due to medical complications. 

  At the time of booking customers are offered the option to book our cancelation coverage at extra free for a credit note or refund for the full amount should you want the option to be able to cancel for any reason, due to unforeseen circumstances.

  The customer did not choose to add this and continued with our basic policy, which explains before making the reservation, the only option to cancel would be due to COVID. Therefore all services are booked and paid for by Exoticca at a non-refundable rate. No funds can be reclaimed by Exoticca.

  In Exoticca terms and conditions SECTION 4 - INSURENCE, We recommend that every passenger should purchase comprehensive travel insurance. Exoticca would therefore advise as insurance was not purchased when offered by us that the customers should process a claim with their external insurance company to reclaim any funds.

  ' Declining to purchase an adequate travel protection plan could result in the loss of your travel cost and/or require more money to correct the situation. You also acknowledge that without this coverage, there may be no way to recoup any losses, costs or expenses incurred. If you choose to travel without adequate coverage, we will not be liable for any of your losses howsoever arising, for which trip protection plan coverage would otherwise have been available.  '

  Exoticca has acted as per our terms and conditions.
  
  Thank you for your cooperation.
  Regards,
  Exoticca

  
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22605238
  
  I am rejecting this response because:I believe their cancellation policy is absurd and possibly dangerous.  They say the ONLY reason for cancellation is Covid.  Tuberculosis is on the rise in the ** it is very contagious. If a person with TB cant get a refund or credit they might go on the trip anyway rather than lose money, possibly infecting hundreds of people! 
  TB and Covid are NOT the only communicable diseases.

  I would still have time to make this trip if I wanted to go against my physicians advice.  Who sends me home if I die on the trip? Should I go just to not waste my money?

  I Was looking forward to this trip ( thats why I booked it.) so I am not canceling for fun. Im 72 and on a fixed income. I have traveled with Exoticca in the past and think I ( regretfully) left a positive review.

  The banner across their website states clearly Flexible cancellation only $99 a person. Isnt this a bit of false advertising?  Or bait and switch.

  Their policy is absurd and dangerous to the public!  In the past I mightve told family and friends to try this company for travel but now I will warn everyone I know to never use Exoticca.

  
  Sincerely,
  
  Merry *** ******

  Business Response

  Date: 12/03/2024

  Hello BBB Memeber,

  We must note that all Exoticca bookings are non refundable with the only expection to be COVID in place since the pandemic as a regular booking. It is the customers responsiblity as advised in Section 4 terms and conditons to purchase there own travel insurence. Should the cusotmer have travel insurence they can cancel there booking and claim any paid funds from there insurence providor.

  Exoticca offers as the customer has mentioned, our own cancelation insurence  'Flexible cancellation only $99 a person.', which will enable the customer to cancel for ANY reason. The customer chose not to purchase this at the time of booking.

  This reservation was made over the phone with our booking agent. We have reviewed the call and the option of insurence was offered to the customer and the insurence was explained, the customer declined the option to purchase.

  Exoticca cannot be held liable for customers that do not cover there trips ****** with Exoticca or externally for unforceen circumstances that may lead to them needing to cancel their trip. 

  Kind regards,

  Exoticca

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22605238
  
  I am rejecting this response because:their policy is flawed and dangerous. My physician was more than willing to write a letter or fill out paperwork. 
  This companys refusal to recognize a legitimate health risk and physicians recommendation is ludicrous. 
  I hope they all sleep well at night and dream of an elderly woman on a fixed income with a new health problem who just lost the money she had saved up to go on a trip.
  
  Sincerely,
  
  Merry *** ******

• Initial Complaint

  Date:11/25/2024

  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.

  We booked back to back tours. ******* was great. We flew to ********** to board our flight to ***** and were denied boarding. Exoticca agent gave us incorrect information concerning **** to *****. The initial contact info started that the **** would be available at ************* for a cost of approximately $25USD. When we noticed some news about changes to the ****, we contacted exoticca and again were told we would get the **** at ************* and there was no need to get an e-****. We missed our flight, stayed overnight in ********** and booked a one way flight to *******. Exoticca agents we contacted from ********** basically said "not our problem," and left us high and dry. No customer service, no trying to get us home, couldn't care less about our situation. Didn't even contact planet tours to let them know or situation. We are looking for some compensation. We are out about $7500.00.

  Business Response

  Date: 11/26/2024

  Dear BBB members,
  
  Thank you for giving us the opportunity to respond to this query.
  
  Please be informed that Section 15 of our Terms and Conditions states: "It is your responsibility to check and fulfill the passport, ***** health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable".
  
  Additionally, it is stated: "We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, ***** immigration requirements or health formalities".
  
  Furthermore, it is stated on our website that ***** is required from the Egyptian embassy or consulate abroad".
  
  Therefore, we are not in a position to assume any responsibility, as outlined in our Terms and Conditions.
  
  Additionally, please be advised that we contacted our partner ************ on November 21st to report this situation.
  
  If you need further details, please let us know.
  
  Regards,
  Exoticca

• Initial Complaint

  Date:11/15/2024

  Type:Order 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.

  Dear ************ are filing a complaint against Exoticca, a U.S.-based travel agency, regarding issues during our recent trip to *********Incident Details:Date: November 6, 2024 Location: *************, ******, ******** Booking Reference: US-EX2024227230 Upon arrival, Exoticca informed us of a change in accommodation to the *************, presented as an upgrade. However, the hotel was undergoing extensive renovations, resulting in excessive noise that disrupted our rest after a 10-hour international flight.Concerns:Lack of Notification: We were not informed about the hotel's renovation status prior to arrival.Misrepresented Upgrade: The accommodation was described as an upgrade despite the substandard conditions.Inadequate Response: Our request to be relocated was not addressed promptly.Additional Information:********, the front desk representative at *******, informed us that Exoticca was aware of the ongoing construction and noise issues at the time of booking but did not disclose this information to us.Resolution Sought:Full Refund: Compensation for the affected portion of our trip.Policy Review: Implementation of protocols to inform customers of significant accommodation changes.Formal Apology: Acknowledgment of the inconvenience caused.We request the Better Business Bureau's assistance in resolving this matter and ensuring Exoticca adheres to expected standards.Sincerely,

  Business Response

  Date: 11/15/2024

  Hello BBB,

  We appreciate the opportunity to respond to the complaint filed from the following booking US-EX2024227230, regarding the clients' recent trip to *********

  We have contacted our representatives who are working with the staff of **************, and they assured us that the hotel is properly soundproofed, although they are currently undergoing some renovations. The ************** is typically categorized as a 4-star hotel, and the clients were upgraded to this accommodation due to availability issues caused by the scheduled hotel's event taking place during their stay.
  While the clients originally booked in the Charm category, which typically does not include hotels of this standard, we provided the upgrade as a last-minute solution to the overbooking situation in the city. We understand that the clients experienced inconveniences during their stay, and we have already reached out to them to find a suitable resolution.

  
  For further reference, you can find the hotel's rating on TripAdvisor: ***************************************************************************************************************************

  
  We take customer feedback seriously and are committed to ensuring a positive experience for all our clients.

  Thank you for your attention to this matter.

  Kind regards,

  Exoticca

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22560431
  
  Thank you for providing the formal response from Exoticca regarding my complaint.

  
  After reviewing Exoticca's explanation, I must express that their response is unsatisfactory for the following reasons:
  1. Disclosure Obligation
  While I appreciate Exoticca's effort to upgrade our accommodation to ************** due to overbooking, the failure to disclose the ongoing renovations and the associated noise disturbances is a significant lapse in duty. According to Article 4 of ************** 2015/2302 on Package Travel and Linked Travel Arrangements, organizers are required to provide clear and accurate information about any potential disruptions that could affect the travelers experience, including noise from renovations.
  2. Consumer Protection Laws
  Under U.S. and European laws:
  U.S. ************************ (***): Misleading or failing to disclose material facts that influence a consumers decision is deemed unfair trade practice.
  Portuguese Consumer Law (Law No. 24/96): Article 9 emphasizes the right of consumers to full disclosure of the conditions that could affect their purchase decisions.
  Had we been informed of the renovation noise, we could have made an informed decision regarding the upgrade. The failure to do so compromised the quality of our stay.
  3. Inadequate Resolution
  Although Exoticca claims to have contacted us for a "suitable resolution," no specific resolution or compensation has been provided to address the inconvenience caused by the noise disturbances during our stay. An upgraded hotel does not mitigate the negative impact of these disturbances, especially when soundproofing was evidently insufficient due to ongoing renovations.
  4. Requested Refund
  As part of a fair resolution, we have requested Exoticca refund us $260 for one day out of the total 10 days expense. This amount reflects the direct impact of the disturbance we endured due to the noise issues during our stay at ***************
  Requested Resolution
  To resolve this matter fairly, I request:
  A detailed explanation as to why the noise disturbance information was not disclosed at the time of the upgrade.
  A partial refund of $260 for one days expense, as previously requested, to account for the inconvenience caused by the noise and the failure to inform us of this issue.
  Assurance that Exoticca will enhance its processes to disclose such critical information to customers in the future.
  Thank you for your attention to this matter. I am open to further communication to resolve this issue amicably.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/19/2024

  Hello BBB,
  
  We appreciate the opportunity to respond to the complaint filed from the following booking US-EX2024227230, regarding the clients' recent trip to *********
  
  Please note that, as previously reported, there was an availability issue that forced us to change the hotel. In order to achieve customer satisfaction, the change consisted of offering a hotel of a higher category.
  
  Since the hotel is properly soundproofed, it was considered that the renovation works would not cause any disruption to the rest of the hotel guests. For this reason, together with the fact that the change was made at the last minute in order to solve a problem that had arisen, customers were not properly informed.
  
  We want to highlight once again that the change underlies the good intention of Exoticca to be able to provide customers with better services so that customers could enjoy a better experience. We regret that, eventually, the experience was negative due to this unforeseen event and for this, we want to apologize.
  
  Due to this, on November 15th we contacted the client to be able to offer compensation via email. As of today, the email remains unanswered, so we would like to request that customers respond to the email so that we can find a satisfactory resolution.
  
  Should you need further details, we will be more than happy to assist.
  
  Regards,
  Exoticca

  Customer Answer

  Date: 11/19/2024

   Dear BBB,

  Thank you for the opportunity to respond to Exoticcas statement regarding the issue with booking US-EX2024227230 during our recent trip to *********
  We acknowledge Exoticcas effort to address the hotel availability issue by providing an alternative of a higher category. However, I would like to clarify the following points:
  Soundproofing Claim:
  Despite Exoticcas assertion that the hotel was properly soundproofed, this was not the case. Multiple members of our tour group reported being disturbed by the same issue, which demonstrates that the soundproofing measures were insufficient. To support our claim, we recorded a video during our stay, capturing the noise disruptions clearly. We urge Exoticca to review this evidence to understand the extent of the problem.
  Offer of Compensation:
  On November 15th, Exoticca sent us an email offering $50 in travel credit as compensation. We declined this offer via ********, as it does not adequately address the inconvenience and disruption we faced. While the email may remain unanswered, our rejection was clearly communicated through another channel.
  Customer Communication:
  The lack of prior communication regarding the last-minute hotel change and its potential impact contributed to the negative experience. While we understand Exoticca's intentions to address the availability issue, better transparency and proactive measures would have prevented the dissatisfaction we encountered.
  Resolution:
  We kindly request Exoticca to review the evidence provided (the noise disturbance video) and reconsider their compensation offer to align with the inconvenience experienced. A more appropriate resolution would reflect the level of disruption caused during our stay.
  We appreciate your assistance in ensuring Exoticca addresses these concerns adequately. Should you need additional evidence or details, we are happy to provide them.
  Thank you for your time and support.
  Sincerely,
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/21/2024

  Dear BBB Team,

  We have responded to the clients and we have not recieved any responsed to the emails we sent to **** dated 15 nov, 2024. As soon as we get a response from the clients we will be able to move forward. 

  Kind regards,

  Exoticca

  Customer Answer

  Date: 11/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me now. If I need your assistance, I will open another request. Thanks!
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/04/2024

  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.

  We booked a trip to ******** for 7 nights accommodations without flights. May 15th to the 21st 2025. We added an extra day after discussing various options such as added tours and dinners. As it has turned out researching flights home, it doesn't work to keep the extra day and we should fly out May 22nd, not May 23rd. Exoticca refuses to let us cancel the extra optional day which doesn't in any way pertain to their tour, nor will they allow us to put the extra day at the beginning of the trip such as May 14th. They claim it will move the entire itinerary which is not true. The only choice we seem to have is to cancel the trip subject to a 60% penalty and rebook the trip at full cost. I asked about downgrading the category for the last night from Luxury to Budget and that was a no. They put the customer last, inflexible and rude, but they can cancel, modify or alter the trip in anyway and we're stuck with what they decide. But if the customer needs a minor modification that has nothing to do with the tour they refuse to let you change. In addition, the hotels on this trip have not been made or confirmed. It makes no sense we can change that last day.

  Customer Answer

  Date: 11/05/2024

  We have tried working with multiple customer representatives who hold firm that the extra day can't be changed or removed which doesn't make sense since it is not part of the tour.  We have heard different versions from different people we have spoken with on how the date can't be put at the beginning of the trip-basically told they never do that because it alters the tour which is untrue on every level. I have confirmed that the hotel has not been booked or confirmed so no one is affected except the consumer (us) Their resolution for us is to cancel the trip and rebook it without the extra day-However, we would be subject to their 60% cancellation penalty. Any persons who book with Exoticca puts themselves at an unfair advantage.   There are 3 possible solutions that seem reasonable to us:

  1. Change the date of the extra night from May 22 to May 14th

  2. Cancel the last night

  3. Cancel the entire trip with full refund due to the way we've been treated 7 months before the trip has even begun.

   

  We appreciate your willingness to assist.
  

  Business Response

  Date: 11/07/2024

  Dear BBB members,

  Thank you for giving us the opportunity to provide a resolution.

  Please be informed that our management has reviewed the case and we will contact the customer internally to provide further details and offer an acceptable resolution.

  If you have further questions, do not hesitate to contact us.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22513296
  
  We have tried working with multiple customer representatives who hold firm that the extra day can't be changed or removed which doesn't make sense since it is not part of the tour.  We have heard different versions from different people we have spoken with on how the date can't be put at the beginning of the trip-basically told they never do that because it alters the tour which is untrue on every level. I have confirmed that the hotel has not been booked or confirmed so no one is affected except the consumer (us) Their resolution for us is to cancel the trip and rebook it without the extra day-However, we would be subject to their 60% cancellation penalty. Any persons who book with Exoticca puts themselves at an unfair advantage.   There are 3 possible solutions that seem reasonable to us:
  
  1. Change the date of the extra night from May 22 to May 14th
  
  2. Cancel the last night
  
  3. Cancel the entire trip with full refund due to the way we've been treated 7 months before the trip has even begun.
  
  
  We appreciate your willingness to assist.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/10/2024

  Dear BBB members,

  Please be informed that a resolution was offered to the customer, who agreed with the offer. 

  We consider now the matter solved.

  If you still require further details, please let us know.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 11/12/2024

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