Complaints

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

• Initial Complaint

  Date:08/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter on behalf of my husband and myself regarding cruises we booked through H31**3338383330363731H.com. I&#**;d first like to state that we&#**;ve booked many cruises through OVC, as far back as Dec, 10, 2016 and have had excellent service with Personal H3431323335**36323633H managers, ***************************** and ***************************. Our last cruise was Dec ******, with Celebrity and booked through agent *************************** and ave. It was a lovely trip and there were no problems. The only complaint I would have made prior to this filing is that H31**3338383330363731H inundates you with notices by email. We have received notice after notice, until you are exhausted from opening and reading the same information over and over again.On Tues, June 27, 2023, I booked a trip through agent ***************************, for us on the ship Grandeur with Royal Caribbean to ********* departing Sept 7, 2024. On July 3, 2023, ****** sent the Booking Confirmation Number: ********** with fare and trip details.On Wed, Aug 2, 2023, I received an email from ****** stating she would be leaving OVC on maternity leave and another agent would be assigned to us. On Tuesday, Aug ******, I received an email from Ireland *****, introducing herself and stating she would be taking over our account.I continued to receive messages regarding the trip to *********, #**********, excluSively from *******, generally with the same information then on Thu, Nov 2, 2023, I received the email from her regarding the "Pending Gratuities Increase, we had six emails between us regarding that issue. On Fri, Nov 24, 2023, I received another Booking Confirmation email re trip #********** with the same previous information but with Ireland as booking agent.From Dec ****** through Dec *******, we were on a cruise, booked through ****** on Celebrity. When we returned, my husband said he physically could not do the next trip to *********, he was barely walking by then. On Wed, Jan 10, 2024 I sent Ireland an email asking to make some changes regarding the trip. I also talked to her on the phone regarding going alone for I wanted information on staying in ****** and getting to the ship. She said she&#**;d look into what I needed. I&#**;ve included the emails and her responses (no information regarding me going alone.) On Mon, Feb 19, 2024, I sent another message to ******* asking if it was possible to change cruise lines, from *************** to Celebrity. I mentioned a trip to ****** I&#**;d found and said a friend would be willing to go with me. I told her that I knew there would be extra charges for the changes and she sent an email stating that she would look into it.On Fri, Feb 23, 2024 I received confirmation from *************************************** that the trip to *********, Confirmation# ********** had been canceled, and H31**3338383330363731H sent the same information on Sun; Feb 25; 2024.When ******* sent the email stating she would look into the switch to another cruise line, I expected her to notify me by email or phone prior to any action being taken, however, she never previously contacted me regarding the cancelation nor a new booking with Celebrity. I must assume this request for cancellation to the cruise line came from her as I never spoke with another agent regarding the situation. And again, the last email I received from her regarding my requests for changes was dated Feb, 19, 2024.Around that same period of time in February, 2024, we received a brochure from OVC (I&#**;ve enclosed the brochure) which advertised trips in the future, and offering "simply MORE" 2 for 1 Cruise Fares. *** spotted a cruise called Legends of Japan & ******, ***** to *********, departing April 25, 2025, more than a year away, we knew he&#**;d be well enough by then to go on the cruise. *** called OVC and spoke to a woman named Gretel as Ireland was away. They spoke several times over a few days and *** made the reservation for the trip through ******, Booking confirmation **********. Again, the trip was titled "Legends of Japan & ***********;, ***** to *********, 18 nights, April 25, 2025. He told her it was the "2 for 1" Simply MORE, Veranda for $7,299. We received information regarding flights from *******, and the email from *************************** regarding the cancellation of the Greenland trip and as you&#**;ll note, the information regarding the Oceania Riviera trip, April 25, ***** to *********. We saw the price listed at $14,998 and *** called and spoke with ****** about the "2 for 1 Cruise Fares. He was assured it was correct at $7299.Mon, Mar 11, 2024, I received an email from ******* to sign in and accept their terms regarding conditions for the ***** to Vancouver cruise. She also sent emails regarding **************** and Excursions.I responded to her by email on Tue, Mar 12, asking information about the "2 for 1" cruise fare brochure, which *** assumed it meant 2 fares for 1 as stated, $1,000 in shore excursions and more. I mentioned I had the brochure in my hand and made a copy of it and sent it to her. On Mar 14, she responded to the insurance request. A few minutes later she sent an email stating she did not have an email regarding the ""2 for 1".On Sun, Mar 17, 2024, I sent another computer copy of the "2 for 1" brochure stating I was sending it to "her" email rather than "H31**3338383330363731H" and stated "hope you receive it this time."Wed, Mar 20, 2024, I sent another message stating that I&#**;d not received anything from her regarding the revised travel information for the April 25, 2025 cruise.On Thu, Mar 21, 2024, at 8:54am, H31**3338383330363731H sent a booking confirmation #********** for the trip with ******* Cruises, ***** to *********. This was a fully detailed copy of the price break down and itinerary. At 2:26pm, I saw it, and responded to *******, again stating that the brochure we had stated "2 for 1", and if that wasn&#**;t the case we were going to cancel.On Fri, Mar 22, 2024 at 8:26pm I ************ an email to cancel the trip. Tue, Mar 26, 2024 at 6:33am, I received an email from *************************************** and *******: "I just received this email dated 3/21/24 today. This was sent to a general email box. I sent an email to you earlier.""We discussed last week with your husband and yourself that due to the 2 for 1 not being what your husband had thought you wanted to cancel this. I sent todays email with the cancellation penalties and asking to received a response back and I will cancel the booking." "The final price of the balance due is the $13500.00""As I explained the 2 for 1. It is priced 2 for 1 but as a per person rate. The full value of the cruise would be over $1400.00 that it is why it comes out as a per person rate of $7499."

  Business Response

  Date: 08/14/2024

  Thank you for your feedback. Were sorry to hear that your experience did not meet your expectations. Our team strives to provide clear and knowledgeable service, and we appreciate you bringing this to our attention.
  Regarding the Marketing Offer, please know that we follow the guidelines provided by the cruise lines to ensure that all promotional materials are accurate and transparent. We aim to present offers in a way that helps our customers make well-informed decisions. After the discussion we provide detailed confirmations listing the pricing and product. We'd be happy to discuss further to find a resolution to this matter. Please reach out to our 1800 number and ask for a Supervisor to assist. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22107631
  
  I am rejecting this response because: I called Online Vacation Center and asked to speak to a supervisor. I was told no one was available but that they would leave an email for a supervisor and someone would get back to me within 24 hours. If I wait for the 24 hours, it puts me into the weekend and I don't believe I will receive a call from a supervisor, and I will lose my option to file. 
  
  Sincerely,
  
  ******* & *****************

  Business Response

  Date: 08/28/2024

  Since being notified by the Complaint we have been unable to reach her after two attempts and an email. Please respond to the email or call our 1800 for us to help resolve the inquiry. Thank you!

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22107631
  
  I am rejecting this response because I spoke with *********************, Sales Manager with Online Vacation Center. When I mentioned the brochure I had in which my husband booked the trip, I asked him what the "Simply MORE 2 for 1 Cruise Fares" meant. He told me that because the brochure was from ******* Cruises and that coming from them it did not mean you would pay for 1 passenger and the other would be free. The cover of the brochure lists both Oceania Cruises and Online Vacation Center. Therefore, I again reject what Online Vacation Center, and Oceania Cruises indicate by their "2 for 1", again deceptive advertising, especially for the elderly!
  
  Sincerely,
  
  ******* & *****************

• Initial Complaint

  Date:02/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have a charge from our vacation club *************. I dont have any relationship with them or have bought anything through them. I tried to look up the company and realized a lot of people unknowingly have this charge. I contacted my credit card company.

  Business Response

  Date: 02/13/2024

  This complaint is not for Online Vacation Center.

   

  The complaint is of Our Vacation Center.  PLEASE REMOVE

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising 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.

  There is a charge on my credit card from Our Vacation Center made on 7/21/2023 . I have no idea what it is for. When I contacted the company, I had to fill out a form with a $5.00 charge to talk to an agent.

  Business Response

  Date: 09/18/2023

  Hi,

  I am so sorry you are experiencing this. You have sent a BBB complaint to the wrong company. We are Online Vacation Center not Our Vacation Center. Please contact them. 

   

  Customer Answer

  Date: 09/19/2023

  The name on my credit card statement is OUR VACATION CENTER

  phone number ************

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me start off by letting you know that ********************* did the best he could do explain the problem with my June 11, 2023 cruise out of ************** **.I am here to let you know that after almost 20 years of having you as my travel service for all of our cruises that this is the first time that I have had a problem with one of my bookings. To start off I booked a cruise on Royal Caribbean out of ************** on the 11 of June 2023, on November 24th 2022 for the total cost of $704.68 that I realized that the amount was a great deal since it was for a balcony state room with ocean view. Everything was taken care of by ***** and all paperwork was completed with my card card being charged the full amount.Now we fast forward to April 21st at which time I received a phone call from ********************* who indicated that a mistake was made and the cruise line would not except that as full payment.The time that I booked the cruise and the time I was notified is only *********************************************************************** the possibility that the amount did not look correct the I would have heard from you sooner then 149 days.What I am looking at is that if there was a problem I could have booked a different cruise or maybe booked a different room. I hope you can see my point that I am not out the money, but was given the option to either pay the regular rate or cancel. That is not an option that sits well with me even it you do have some kind of a disclaimer built in.First this was listed on your web site only, not Royal Caribbean, then there is the waiting ****************************************************************************************** pay the higher rate.I believe that as a long time customer of your company that I deserve some consideration in this matter other then offering me an additional $100 room credit, there is only a $2700 difference that I will have to pay for your mistake that only took 149 days to find and correct.************ also indicated that he would return a call with the new rate since we are Diamond Plus and the balcony rate should be adjusted. As of this date no one has called and the only way I found out about the rate was to go to my invoice and then I found that the new rate was indicated.Not sure what is going on with your company, but we are not happy about this situation and I will pursue this further until I receive a call that gives us some satisfaction after 149 days, something is just not right.I am looking forward to your response in this matter since I only have about 6 weeks before the cruise.

  Business Response

  Date: 04/25/2023

  Dear ******************, 

  This booking discussed was a direct feed from Royal Caribbean's website and was presented in error. You placed a $500 deposit at Royal Caribbean as Online Vacation Center took no moneys in this transaction. We are and will continue to work on your behalf to identify a resolution for this reservation. Currently, at this moment Royal Caribbean is not honoring this rate and its out of our control. We have escalated the issue and we provide you more details once we know more.

  The **************** Team 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19981320
  
  I am rejecting this response because:The posting was listed on their site only and at that time Royal Carib. had not posted the cruise at that price. My problem with Online Vacations is they are passing the blame on Royal Carib. and not excepting any responsibility of their own. The posting listed had a set price at which time I booked it and it was p[aid for in full between Nov. of 2022 and Feb. 2023.Now fast forward 149 days and then and only then did someone at Online realize that there was a mistake made that started with their web site, not Royal but theirs. At any point they could have called within that 149 day period and explained there a mistake at which time I would have had plenty of time to make changes to our plans. I am not interested in what they are saying I am more interested in why it took them 149 days to call after I paid in full for the cruise that was listed. This is not the way to do business and how you treat a customer of 20 years. After all that was said I cancelled the cruise since they only offered $100 ship board credit as long as I pay the remaining $2700, not good business it was their mistake and they should have at the very least helped out by paying at least half.
  

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

  Business Response

  Date: 04/27/2023

  Dear ******************, 

  Due to the system error driven by the **** pricing feed, you booked a $"0" cruise fare. We reached out to Royal on your behalf and they denied our request to honor the rate. We continued to work to attempt to get any consideration, but were unable to receive any details from **** in the time prior to you canceling. Online Vacation Center is sorry we were unable to convince **** to honor the pricing error resulting in you canceling. We hope that our quality control team and resolution team will be able to provide you with better experience working with Online Vacation Center next time. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19981320
  
  I am rejecting this response because:I still do not understand why Online Vacation will not except any responsibility for first listing the cruise and then excepting my payment with a paid in full invoice and after 149 days they(Online Vacations) did not catch the mistake which should have been caught within a week of the payment. Online Vacations has to know that $704 for a 7 day cruise with balcony was not the norm when an inside room was going for more the $1000 I would believe someone should have caught the mistake much earlier then 149 days.

  Online Vacations needs to take on some responsibility for this which they still say was all Royal ********** fault and we(my wife & I) had no chance to change rooms or look for another cruise since again I say someone dropped the ball and allowed this to go on for 149 days .
  
  Sincerely,
  
  ***************************