Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2025

  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.

  Dear BBB,I am filing this complaint regarding ****************************** Travel, with whom I booked a vacation package for a cruise and resort stay. I am requesting a full refund for the reasons outlined below:1. Misleading Terms and Conditions:When I initially booked, I was informed that the port and service fees paid for the cruise portion could be applied toward my new resort trip. However, the company has since denied that these fees are transferable, despite their original written communications stating otherwise.2. Inconsistent ************************* provided me with confusing and contradictory responses. In one message, they confirmed that my fees could be applied to my resort stay. However, subsequent responses denied this and imposed additional fees and taxes that were not disclosed at the time of booking.3. Lack of Transparency and Support:Despite my attempts to clarify the situation and request a resolution, I have not been able to speak to anyone by phone. The company insists that all communication take place via an online portal, which has further complicated the issue and delayed any resolution.Request for Refund:Given the companys failure to honor its original terms and the ongoing communication issues, I am requesting a full refund of all payments made. This includes any deposits, port fees, or administrative fees paid toward the trip.Below is a list of my payments -/09/23/24 $39.98 USD -10/07/24 $87.50 USD -10/28/24 $87.50 USD -11/23/24 $87.50 USD I was supposed to pay another $87.50 USD but they cancelled the last payment because I would have to set up another trip Desired Outcome:I request that the company provide a full refund within 7 business days. If a refund is not issued within this timeframe, I reserve the right to escalate this matter to consumer protection authorities and seek further legal action if necessary.Thank you for your attention to this matter. I appreciate your help in resolving this issue promptly.

  Business Response

  Date: 03/03/2025

  The cruise admins were given to the consumer as a credit towards future cruise so she didnt lose out on what she originally received and paid for, a 7 day 6night cruise and stay vacation for 2. As a courstesy, we went ahead and refunded the 3 out of 4 cruise admins paid. The consumer can take her 4 day 3 night stay in ***********, fly to the island, which is what she originally received for filling out the entry card

  Customer Answer

  Date: 03/04/2025

   
  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. I will follow up with setting up my actual free stay.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/19/2025

  Type:Delivery 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 won a "free 4 day, 3 night Bahamas vacation" to accept I had to call ***** Vacations who then presented me with an offer that includes the overnight cruise there and return overnight cruise back plus an additional night at the resort of my choice. I elected in the cruise for my transportation there, paid my port/service fees as well as cruise administration fees. I received a notice stating "January 1st 2025 US Customs and Border Protection will no longer allow any cruise and stay passengers on a cruise ship, even if traveling with a passport, if the cruise ship has any other passengers on the ship traveling with a birth certificate. This is despite the fact that the law clearly states that it is legal and the cruise line should be allowed to offer this privilege without the United States government involvement. As per the situation, imposed by US Customs and Border Protection, cruising outside the country, disembarking, and staying overnight outside the country is no longer available on Margaritaville at ***." They are refusing to refund me the ********************* fees totaling $262.50 even though I can not use the cruise for the advertised intended use. saying "the cruise is an option. The cruise is not taken away at all, you simply cannot use that cruise to stay overnight in a different country" which is not the intended advertised use. They also charged me a $50 fee to cancel the reservation saying I canceled after submitting dates. The only reason I canceled was because they could not provide the transportation of a cruise like I was originally offered when accepting. They only provided the notice about changes after submitting dates. Today I found out the company is Trip Assurance not ***** Vacations. When looking up Trip Assurance I read the reviews and found out I'm not the first ****** they've done this to. Also per the resorts website resort fees are $305 for selected dates but trip assurance wanted to charge me $1051.90.

  Business Response

  Date: 03/03/2025

  This consumer has taken another avenue regarding the cruise admin fees, therefore we will be communicating directly with them and not through the BBB, a 3rd party arbitrator

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 mid-late October I made payments totaling $648.30 for this Bahamas Cruise Vacation to be taken at any time with ********************************* December 2024 and they said those dates were no longer available, so then I changed my plans to March 2025. Then a notice came out in November of 2024 saying they were totally changing the formatting of the trip due to new U.S. Regulations. I asked for a full refund, but they maintained that they could only refund me $139 per person, which I did not think was fair and their terms and conditions even states "You may also cancel this contract if accommodations or facilities are not available pursuant to a request for use as provided in the contract." I tried to file a complaint with you for this at the end of November, but I don't think I included the address, so I guess it didn't go though. I followed up with Trip Assurance this week to at least get the $139 *2 back while I filed a new complaint for the rest, but they say they can't even give this back to me anymore, even though the same notice is still active on my portal and it doesn't mention anything about a deadline for this. I am including all correspondence with them regarding this issue, as well as the notice for the change, their terms and conditions, and the payments I made. Please help me to get all $648.30 back, if possible, because I believe it is justified given their terms and conditions.

  Business Response

  Date: 02/17/2025

  We will be returning the port and service fees of $258. The admin fees paid in 2023 are not refundable. they can be used towards a cruise to the island, which we are substituting the cruise she had with one that accommodates her vacation package. She can take the cruise on the same ship she paid for as well

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22917897
  
  I am rejecting this response because:
  

  Based on the fact that the terms/format of the trip changed in entirety, I am no longer going to take the trip at any point. Based on their terms and conditions, I believe I am entitled to a full refund, not just the $139/pp port fees. If you could please continue to advocate for the full refund, that would be greatly appreciated.

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

  Business Response

  Date: 02/26/2025

  The admin fees are a credit toward future cruise. Our terms and conditions state we may substitute the cruise, and in this case this substitution was not proactive on our part, as USCBP changed the options for the cruiseline. That being said we have rachedout to the consumer over a week ago for credit card info to process her refund and have yet to hear back

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22917897
  
  Again, I am rejecting this response because: Per their own terms and conditions, I am entitled to a full refund because the trip I purchased is no longer available in the same format. Yes, the change was due to government regulations, not a voluntary decision, but their terms do not state that a government-imposed restriction negates the right to a full refund. Specifically, their terms and conditions state: "You may also cancel this contract if accommodations or facilities are not available pursuant to a request for use as provided in the contract." Since they can no longer fulfill my original trip, I am exercising my right to cancel under this provision.

  In the meantime, I did respond and provide card information for them to begin the refund with the port fees and they have no done so yet. Regardless, I request that the company provide a full refund of all amounts paid.

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