Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 response

  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 response

  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 response

  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 response

  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

  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 response

  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

  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 response

  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 response

  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

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  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 response

  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

  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 response

  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,
  
  ******* *****

• Initial Complaint

  11/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Exoticca does not care about your safety, break promises, & refuse to take accountability or correct their mistakes. **************** was useless, all they did was gaslight me, lie, and refuse to help at all. They forced two autistic disabled people apart from our family for 2 days so we had no one to help us or translate even though I explained in detail that it was unsafe due to our disabilities and that we confirmed we would not be separated before booking. We both had public meltdowns and panic attacks and were trapped in a loud overcrowded airport for 8 hours before our flight. I talked to about 10 customer service **** who were ALL rude, I re-explained that it is unsafe for us to travel alone and that we confirmed we would be together at all times BEFORE booking, which they lie and claim is false. They DO NOT CARE and think they can't be wrong. Now they are claiming we received our flight times before booking and agreed to them - we did not receive them until we got here. They are so full of lies and lack any empathy or ethics. It took my family 12 hours of trying and over $500 to fix their mistake, but they refuse reimbursement, as they claim they did nothing wrong.I outlined it clearly to them over and over & they could have easily corrected it. Instead they gaslit me and copy pasted BS and closed chats. They don't read, they just copy paste lies until you give up. We had to find another travel agency who fixed it quickly, proving their "we can't do anything about it" was a lie. Exoticca is the WORST and I've spent more of this "vacation" stressing and panicking than I have enjoying anything. I begged them not to do this to us when we found out about the incorrect flights. We also confirmed we would all be together at all times before booking. We would not have booked if they had not lied and misled us. Just horrible. I am exhausted from dealing with these people who couldn't care less about other humans or about their promises or about accountability.

  Business response

  11/05/2024

  Dear BBB members,

  We are sorry to hear that the trip was not satisfactory for these customers.

  Please be informed that the customers requested to travel to **** from and to different cities (*************** and **************). They were informed from the beginning that it would be 2 different bookings (one departing from *************** and another one departing from **************).

  Upon reviewing the calls with the sales agent at the moment of making the booking, there was no mention of a need for the customers to travel together, nor any indication that one of the passengers had a disability that would prevent them from traveling separately.

  That said, Exoticca did attempt to explore options for the customers since the special needs. However, flights were fully booked, so it was not possible to move them all onto the same flight.

  Although we did everything in our power, we regret that we were not able to offer further assistance.

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

   

  Regards,

  Exoticca

  Customer response

  11/05/2024

   
  Complaint: 22510856
  
  I am rejecting this response because:

  As I have repeatedly explained, we confirmed BEFORE BOOKING that we would stay together at all times. We flew out of ******* together, & it is two of us with disabilities not one - the two you separated. The booking call is not when we confirmed this so your review of that call is irrelevant. I stated that we made SURE, BEFORE BOOKING, otherwise we would not have booked this trip at all due to our safety (which not a single one of you has given a c*** about this entire time, even when I begged). 

  Your company is built on a lack of ethics & compassion. Your staff were patronizing & entirely unhelpful. They gaslit me over and over. They closed chats without replying. They ignored my words and copy pasted the same stuff that did not apply to us no matter what I said as if they didn't bother to read it.

  Your staff made zero attempt to assist us, instead lying and gaslighting me. I reached out over and over, our guide submitted 2 reports & Condor submitted 3 reports. You were informed >48 hours in advance of the flight back to ****, as well as received two reports from our guide, but ignored it all. 

  Your staff explicitly told us we would be together at all times. At NO POINT did anyone say we would be split up. Your agent claimed we had our plane tickets before even booking and supposedly agreed to them; this is false, we did not receive our itinerary until arrival. 

  Due to being promised that all 9 of us would stay together, as we have 3 young kids and 2 disabled adults, we went off of my dad's flight schedule. We were not warned in any way and if your staff neglected to document properly, that is not our fault. 

  Exoticca staff do not care about our safety, despite me explaining many many times that you put our LIVES in danger. 

  You destroyed 2 days of the trip for us by misleading, lying, gaslighting, and refusing to even try. After 12 hours we gave up,  Sky would not let us book without our USA numbers that we can't access here. My dad found a travel agent and what do you know, they corrected your company's s**** up within an hour. 

  But because of your staff's absolute lack of care or understanding or proper documentation or communication, my dad was forced to pay over $500 for our two tickets so we could travel safely, and they also made us pay $84 to check our bags. 

  We require full reimbursement as it cost us over $500 to correct your company's mistake. We also had to waste 12 hours of our vacation attempting to fix the mistake you refuse to admit to and take accountability for. This trip was an incredibly expensive once in a lifetime chance to celebrate me turning 30 & my dad turning 70. Today is his 70th birthday.

  Because of your horrific (lack of) customer service as I tried over and over and over to make you comprehend the situation on WhatsApp, he will have to waste even more time when we get home arguing with you to get reimbursed. Y'all messed up whether you admit it or not. 

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

  Business response

  11/07/2024

  Dear BBB members,

  Please be informed that, as mentioned in our previous communications, the booking call was audited, and no indication of any disability or special assistance requirement was noted at that time. Also, as indicated, the customers, booked on different reservations, were flying from and to different cities.

  In addition, we sent an email on May 20th 2024 with 2 documents attached (Trip Summary for every booking). This email was replied, confirming that the information was correct. These documents included the flight information.

  In an effort to assist further, we checked the possibility to provide with an alternative to switch customers. However, the flight was fully booked, so it was not possible.

  Therefore, we consider that we did not have any details suggesting that any of the group members required any kind of special assistance. Furthermore, we provide all the booking details to our customers, so we also consider that they were aware of all the aspects. In any case, we believed that, beyond our obligations, we should try to do everything possible to be able to assist clients. However, due to the lack of flight availability, it was not possible to offer any alternative.

  We are sorry for any inconvenience that has occurred, and would like to reaffirm that, without a doubt, safety is our top priority.

  We take note of what happened to be able to internally improve the services offered and the attention provided by our customer service team.

  If you need further details, do not hesitate to contact us.

   

  Regards,

  Exoticca

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring attention to an alarming issue regarding the travel company Exoticca. We believe that this situation reflects not only poor business practices but also unethical treatment of customers. Our experience with ******************** has been distressing, and we are now seeking public awareness and accountability.On June 30, 2024, we booked a vacation through phone with Exoticca agent and made the first payment by phone at the amount of $2218.80. We provided our contact details, including a phone number, with the reasonable expectation that Exoticca would phone us for subsequent payments or automatically deduct the final payment. Unfortunately, this was not the case.Shockingly, our vacation was canceled by the vendor 50+ days before the departure date without any text messages or phone calls or opportunity for us to address the situation.On October 28, 2024, we called Exoticcas customer service twice to request reinstatement of the booking upon making the final payment or at least an escalation to management. To our dismay, we were told that "nothing could be done" and that the cancellation would stand.We find this behavior wholly unacceptable. Canceling a prepaid vacation without warning, then refusing both reinstatement and refund, feels like a betrayal of customer trust. With the departure date still 40 days away, it is entirely unreasonable for Exoticca to block any resolution.We are asking for immediate reinstatement of the booking with the final payment accepted. If reinstatement is not possible, we expect a full refund of the amount we have already paid. Exoticcas refusal to address this issue has caused us significant emotional and financial stress, and we believe other consumers deserve to be warned about the risks of booking with this company. We kindly ask for your assistance in raising awareness about this situation and helping us hold Exoticca accountable for not exhausting all contact methods (including phone # requested:*************)

  Business response

  10/30/2024

  Dear BBB members,
  
  Thank you for giving us the chance to provide a response.
  
  We have thoroughly reviewed this case, including the recorded calls with the sales agent
  
  On June 30th 2024, the customer called ******************** and the sales agent indicated the following: "you will pay today 60% which is ********. Remaining balance, you will pay on the ninth of September 2024". The customer answered "ok".
  
  Also, the deadline for payment is always visible in the client's Exoticca account.
  
  Please note that, due to internal procedures, when there is a lack of payment, we always contact the client even if the deadline has been exceeded. Accordingly, we contacted the customer on October ******** (using the email address linked to the reservation). In this email, the customer was requested to pay the remaining balance within 48 hours. The payment was not received.
  
  Additionally, we sent a second email one week later to the same email address requesting to receive the payment on that day. The payment was not received.
  
  We also called the phone number associated with the booking three times during several weeks. These calls were not answered.
  
  Eventually, we sent a third reminder via email requesting the payment, which was never received.
  
  We consider that it is the customer's responsibility to stay informed of payment dates. In any case, the payment deadline was clearly communicated during the initial call before completing the booking, and this information was also available on the customer's account.
  
  Since the payment deadline was September 09th 2024 and the booking was only canceled on October 16th 2024, we consider that the customer had enough time to make the payment. It is convenient to remember that the customer was contacted several times before canceling the booking.
  
  We are happy to provide privately upon request the email address and phone number used to contact the customer.
  
  We hope that this information can be useful and if any further clarification is needed, do not hesitate to let us know.
  
  Regards,
  Exoticca

  Customer response

  11/01/2024

   
  Complaint: 22486099
  
  Thank you very much for your assistance. Much appreciated.
  
  I would like to take this opportunity to emphasize the following key points:
  
  1.     Booking Details: The booking was made over the phone with a specific request to match the identical itinerary of a couple who had booked earlier. This was our first time using Exoticca, and we had high expectations for a smooth experience.
  
  2.     Communication issues: In todays digital age, email alone is not a reliable communication channel, particularly for time-sensitive matters. While Exoticca requests customers to provide a phone number, it failed to use all available communication channels (including a phone call, text message, or an email requiring confirmation).
  
  3.     Unreasonable Cancellation Fees: The cancellation fee is exceptionally high, raising concerns about whether this aligns with fair and ethical business practices.
  
  4.     Improvement: strongly urge Exoticca to improve communication protocols for the benefit of future customers by using more reliable methods, such as phone calls, text messages, or confirmation-based emails.
  
  At this point, we still hope the booking can be reinstated so that we may join our friends on the same trip as originally planned.
  
  Sincerely,
  
  **** *****

  Business response

  11/04/2024

  Dear BBB members,

  Please note that, as previously mentioned, the customer is responsible for making the payment. However, we have a dedicated team in place to contact customers regarding any outstanding balance.

  As we indicated, we did not just use emails but also phone calls to contact the customer several times over a month. Also, when a phone call it is not answered, we leave voicemails if possible.

  We strongly believe that multiple emails and phone calls provide sufficient opportunity to reach a customer, and we have taken all reasonable steps to make contact. Please note that, based on our experience, our protocols are effective as we consistently reach our customers.

  Regarding the cancellation fees, please be informed that this is outlined in our Terms & Conditions, sections 3 and 8. Our customers accept our Terms & Conditions by making the booking.

  As mentioned previously, the services have been canceled and it is not possible to reinstate them. In order to have the same services available, it would be needed to make a new booking.

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

   

  Regards,

  Exoticca

  Customer response

  11/05/2024

   
  Complaint: 22486099
  
  We are not satisfied with the Exoticcas response.
  
  Thank you for providing us the opportunity to respond. We are not satisfied with Exoticcas response. Please see some key facts below:
  
  No Record of Phone Calls From Exoticca: Despite Exoticcas claim of contacting us by phone, we did not receive any calls or voicemails from them. We have reviewed our call records and can confirm there were no missed calls from Exoticca. To support this, we are prepared to provide phone statements and screenshots as evidence of the lack of attempted contact. We request that Exoticca provide evidence of any calls made to us.
  Contradictory Information from Exoticca: We called Exoticcas customer service twice (on Oct. 28, 2004) to inquire about our booking status, and both times were informed that phone contacts were not used. This contradicts Exoticas statement that both emails and phone calls are standard practice for reaching customers.
  Insufficient Communication: Relying solely on email for critical updates without confirmation of receipt is not a reliable means of ensuring customers are informed. Given that no other communication channels were successfully utilized, we were left unaware of the outstanding balance and were denied a fair opportunity to resolve the matter.
  While we acknowledge that cancellation policies are outlined in Exoticcas Terms & Conditions, the companys lack of adequate communication directly contributed to this situation. In *******, travel agencies are required to disclose any fees or penalties for changing or canceling a trip at the time of booking, which was not communicated to us.
  
  Since we demonstrated our intent to complete the payment promptly upon discovering the issue, we believe it is reasonable to request a reconsideration of the cancellation and related fees, or, at the very least, a full refund of the initial payment.
  
  We appreciate your review of these additional facts and look forward to your prompt response and a satisfactory resolution. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Disastrous trip to ****** and ****** with Exoticca The biggest issue here was that too much time was wasted in transit and commuting and not enough time in ******** 1 - arrival met at the airport in ******** by a driver who promptly put up in the back of a can with no communication like we were prisoners being sent to jail - only to arrive at the assigned hotel ********* that was over an hour outside of ********. Our Exoticca rep **** sent a message 5 mins before she was to start basically the meeting was her trying to upsell the excursions she gave no help for directions or even where to eat for dinner - she recommended a place but told us she had never eaten there???? What who does that??? The busy boy gave us a difficult time to assist with a taxi and how to get there and nobody spoke English. The pool and Turkish spa at this hotel what a joke freezing cold for an indoor pool and all the tiles missing in the steam room we were sitting on mats. The * block where we were in the first time was so far removed from the hotel you needed 10 minutes to get to the lobby and the elevators were so slow and tiny that the stairs from the 8th floor was generally a better option - lucky myself and my family were capable of managing this as many on our tour were elderly and with mobility issues. The latter being a further detrimental to The speed and flow of excursions and simply entering and exiting the bus. The first night **** pushed us to buy more excursions which I did spending an extra $1950 American. One of the trips was suppose to be a Turkish night with dinner turns out the dinner was at the hotel and was given to everyone on the tour. Furthermore the $350 each for the hot air balloon same trip was available through viator at $150 that is highway robbery. And contrary to Exoticca claims they are all licensed and regulated otherwise they wouldnt be able to fly and the balloon ride that was suppose to be ***** mins started at 6:05am and ended & 6:50am more 2 follow

  Business response

  10/21/2024

  Hello,

  Thank you for leaving your feedback. We are sorry that the customers were not satisfied with their trip.

  Regarding the hotel location in ********, the *************** was the recommended hotel to the customer before booking and is officially rated 5*, as per the customer's superior chosen hotel category. Please note that at the time of booking, there is an option to pay a supplement for Superior Istanbul city center hotels if the customer wants to be more central without having to commute. This option was not chosen.

  Our local tour partner will present to all guests available excursions that can be purchased. This needs to be done on the first day to secure availability and tickets.

  Reception staff are available to be able to assist with taxis and restaurant recommendations.

  Room allocation is at the discretion of the hotel and Exoticca does not have control over this, rooms are allocated based on availability.

  Any extra excursions purchased not through Exoticca officially before the tour would be at the client's discretion. Prices are controlled by the local agency at that time and are not liable by Exoticca.

  
  We have not at this time received any official complaint form this guest following our terms and conditions.
  If they would like to raise a complaint it can be submitted in writing through our Contact Us page and we can assist.
  For the points mentioned Exoticca has fulfilled its obligations.
  
  Thank you
  Exoticca

  Customer response

  10/21/2024

   
  Complaint: 22430618
  
  I am rejecting this response because:

  I did submit a formal complaint to them on Oct 12/24 and have not received a response. ********* their complaint form does not allow for the list of complaints in totality and I am missing an opportunity to submit it in its entirety 
  
  Sincerely,
  
  ******* Fuliere

  Business response

  10/22/2024

  Hello,

  Please note that the only written complaint recieved from the customer is the same 2 points as detailed here in the BBB complaint, Which have been addressed here and in the email response from Exoticca 17/10.

  The customer was offered compensation for of $150 in which there was no response. A 2nd offer was made of $260 which is already available in the customer account.

  If the customer wants to leave a full review on more aspects of the trip that they found unsatisfactory, our contact form allows users to attach a document should there not be enough characters in the form for them.

  Exoticca has addressed and offered fair compensation based on the points that have been raised so far.

  Thank you.

  Exoticca

  Customer response

  10/23/2024

   
  Complaint: 22430618
  
  I am rejecting this response because: I have a complete list of the issues attached further more I will once again send this attached list to them the reason it wasn't on my first submission was because I wanted to attach as many pics as I could to verify the awful situations in which I paid +$14,500 for.  I have ****** reviewed many of the places they included and am happy to provide these links as they are definitely 1 star reviews Please be, advised in both countries Exoticca subcontracted there work out and the companies they did that with forced us into larger groups with other tours including ********** in ****** and Euroriente in *******  As for the commute back to the hotels particularly in ****** if we did not pay for them we had to find our own way back to the hotel in the outskirts that we were not told (full disclosure not provided) was so far away and EXPENSIVE 45 euro to reach!!! I have also whatsapp and email conversations and pictures. I have attached the complete list of complaints and additionally I have over $1200 in credit that I contacted Exoticca on Oct 16th spoke to rep ***** and was told I could NOT utilize these credits except on another booking.  I currently have one with them for January of 2025 to ********* ***** and ****** which I have paid for in full and am not allowed to use these credits towards (only 1 per trip?????).  I can assure you that after this $16, 600 trip I will NEVER book with them again so using these apparent credits will NEVER happen.  I WANT all these credits applied to my current trip or a private guide provided throughout this next trip! 
  
  Sincerely,
  
  ******* Fuliere

  Customer response

  10/23/2024

  I submitted this extra paperwork and explained that this credit was not allowed on the next trip so I believethat this is NOT a closed issue please escalate to a suopervisor a more detailed complaint is attached that I guarante you did not read in 30 minutes since i sent it

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a travel package for our mother to travel from ** to ********. Our mother had already CHECKED IN for her flight with United and an hour prior to take off, her flight was changed to another airline, ****************. As she is trying to board her flight with United, she is told that she's no longer flying with them. No one has information for her or assists her. We finally get a random email alert from ***************** informing us she has a new flight. NO ONE from the company had the courtesy to contact us and let us know. If we had been informed, perhaps we could have adjusted plans accordingly. We now have to try to get a hold of her and try to get her help to get to a new terminal and try to figure out what's going on. The airport workers too her to *********, took her back to United, and even took her to baggage claim at one point. Finally, we're able to get a hold of her and inform her of the flight is now from *****************. So with all the changes of flights, she was not accommodated for the extra purchases of upgrades bought for United. So literally we purchased a more expensive flight with United for them to downgrade to a random flight with AA. Then to add her misery, she arrives in *** without knowledge of where her next flight is and then the connecting flight is delayed.This has been all traumatizing for an elder woman traveling solo. Unacceptable.

  Business response

  10/13/2024

  Hello,

   

  We are sorry to hear of the issues the passenger faced with her flight. Flight changes are out of Exoticcas control and can be very frustrating. Plase note that once a customer has checked in for the flight, the ticket is now under thier control and last minute cancelations or changes will be communiated directly to the customer not ********************.

  We provide all passengers with a 24 hour emergency phone number for Exoticca that can be called shoud you need assistance while travelling so we can advise and help to the best of our ability.

   

  Please note that the name and email address provided does not match and bookings in our system so we are unable to advise futher on the cause unless the booking reference is updated.

   

  Regards,

  Exoticca

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 22, 2024 I purchased a trip for me and my aunt, ****** ******* to ***** on January 2025, on their website. Paid 20% and a week later paid the next installment of 40%, with the last 40% installment due in October.I had booked a different trip with 2 friends to be taken in August 2024, that trip was paid in full in January of 2024 A few days ago I was checking to see the due date and other details and noticed the 2nd passengers name was incorrect. They changed it to ******* ****** (one of my friends who went with me on the Argentina trip).I sent an email on 9/25 and when I didn't receive an answer i called on 9/26 to correct the error. The customer service representative listened to my explanation and asked me to send a copy of my aunt's passport. He then told me the only thing I could do was cancel the trip, and lose the money paid already, and rebook it with the correct passenger.I asked him to please look at the records and see that I booked this trip with my aunt's info and it somehow got switched with the passenger from my other trip. He said he could not do that because I booked directly, not with one of their ********* flights have been purchased, no hotels have been booked and yet they refuse to even look into this error, and say all I can do is cancel the trip, lose the 60% paid.

  Business response

  09/27/2024

  Dear BBB Members,

  
  Thank you for giving us the opportunity to provide clarification regarding this matter.

  
  As the customer mentioned, the booking was made directly by them online. When a booking is made through one of our agents, our staff is required to verify personal details, using the **** phonetic alphabet to avoid any errors.

  
  However, for online bookings, it is the customers responsibility to ensure that all information is correct. As outlined in Section 16 of our Terms & Conditions, "We will have no liability if the data you provide is incorrect or incomplete."

  
  This particular booking was made under the names of Mrs. ******* and Mrs. ****** without assistance from any Exoticca staff. After thoroughly reviewing the booking process, we confirmed that no technical issues occurred.

  
  As such, we believe there was no action Exoticca could have taken to prevent this issue. If the browsers autofill option was enabled during the booking process, this could have contributed to the error. However, as previously noted, it remains the customer's responsibility to verify that all details are correct before confirming a booking.

  
  The only available option in this case would be to cancel the current booking and create a new one with the correct details.

  
  If you require any further information, we would be more than happy to assist.

  
  Best regards,
  Exoticca

  Customer response

  10/11/2024

   
  Complaint: 22346156
  
  I am rejecting this response because:

  I still would like to travel. Can just the airfare portion in the name of ******* ****** be cancelled since that is the only portion than has been purchased by exoticca already?

  That way I can pay for the rest of the trip and just the additional airfare in the name of the originally intended passenger ****** *******?
  
  Sincerely,
  
  ***** *******

  Business response

  10/13/2024

  Hello,

   

  Our team already has a open request from this cusotmer requesting the change. Our flight team is working with the airline to see what is possible. As soon as we have more information we will be back in touch with the customer directly.

   

  Regards,

  Exoticca

  Customer response

  10/15/2024

   
  Complaint: 22346156
  
  I am rejecting this response because:
  This trip is 3 months away now. I am requesting that they cancel the airline booking for ******* ****** and let me pay for the airfare difference to replace her with ****** *******.

  Below is their response from today: 

  "
  
  
  
  Booking: US-EX2024240371
  
  Hi Jamie 
  I hope this email finds you well.
  Thank you for contacting us regarding your request to change the passenger on your booking. As per our procedures, once a booking is confirmed, we are unfortunately unable to make modifications, including changing or adding passengers. This is because the flights and other travel arrangements associated with your booking have already been finalized.
  In order to accommodate your request, we would need to initiate the process of canceling the entire reservation and rebooking it with the revised details. It is important to note that if you choose this option, any cancellation will be subject to the Terms & Conditions associated with your reservation, which means that the total amount paid will be deducted as a penalty.
  
  After a careful review, we have noticed that you made this booking independently. This means the user, (presumably yourself) went online and finalized the booking process without assistance. It is important to note that we confirm the booking as per the details used at the time of booking. In this case, we have your name, ***** ********* Delgado and, ******* *** ******.
  
  Additionally, we want to clarify the difference between a name correction and a name change. A name correction involves minor typo errors, such as a letter or two being incorrect, which can typically be adjusted for an additional fee as per airline policy. A name change, on the other hand, refers to replacing or exchanging one person for another, as in your case, and requires following the cancellation and rebooking process outlined above.
  We understand that this may not be the ideal solution, and we sincerely apologize for any inconvenience this may cause
  Thank you for your understanding. Please feel free to reach out if you have any further questions.
  Kind regards
  
  The Exoticca Team
  ****************************
  
  ref:!00D3X01tsXE.!500Vg0De9V0:ref"
  

  Again I would like ******* ****** airfare cancelled I would then pay the airline fare to have ****** ******* replacer her. Thank you in advance
  
  Sincerely,
  
  ***** *******

  Business response

  10/19/2024

  Dear BBB Members,
  
  As previously explained to both the BBB and directly to our customer, we regret to inform you that, at this stage, we are unable to make any modifications to the booking, including changing or adding passengers.
  
  To make any adjustments regarding passengers, the booking would need to be canceled and rebooked. As outlined in section 16 of our Terms & Conditions: "in the booking process, we will request personal and contact information so that we may communicate, if necessary, any incident that may arise in your booking. We will have no liability if the data you provide is incorrect or incomplete". 

  Therefore, we believe it is not our responsibility to address this error, as it did not occur on Exoticca's side. However, we are happy to assist the customer with rebooking the trip if they request it. As specified in our Terms & Conditions, we are unable to offer a refund due to this situation.

  
  If you require any further information, please feel free to contact us.

  
  Best regards,

  Exoticca

*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. ↩