Complaints

This profile includes complaints for Resort Save (USA)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Resort Save (USA)

  725 W Sr 434 STE E Longwood, FL 32750-5157

• 

  Resort Save (USA)

  7506 Brightwater Pl Oviedo, FL 32765-5648

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:04/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We won a vacation package. See email dated 3/3/22, which includes information on booking your trip and *************************** On September 19 we were contacted to extend our travel package since it had expired and we did not use anything. We were charged an additional $432, our Discover statement shows a company called Resortsave.com as the recipient of the money. In December ***************************************** *******. We wanted to stay in ******* and Daytona, but they told me the rules have been changed and we could not do that. Upon booking the Daytona trip, which included dogs, we were told that the confirmation would be sent between 30 to 60 days of our actual arrival day of May 3. As of today April 17 we have not received anything in writing on the confirmation of our trip.I received a call on 4-17-24, from *** of Spinnker Resorts to confirm our arrival of May 3. At this time we were told that no dogs were allowed at this hotel. I called the numbers that were on the email that we received back in March 2022 and both numbers were disconnected. I checked my Discover statement to get the phone number of the payee who received the $432 for the extension of our trips. The name of the payee was Resortsave.com, a name that I never heard of till I checked the statement. I called to cancel the stay and get my money back. I was told that I could only get back an amount of $278.12.I explained that this was not acceptable and they told me to file a claim with my ******************** I filed a claim with Discover and am waiting for resolution.

  Business Response

  Date: 05/09/2024

  ************** spoke with in September of 2023 and purchased a package. she was sen an invoice email showing her package with us the invoice is attached above. We do not have any previous packages for her in our system under her name, email address or phone number.The invoices she has attached does not belong to us and we are not sure who this company is. This along with the fact that we do not have any previous packages for her under her name, phone number or email address leads me to believe that she has another package with someone else who may have sold her something that includes pets. Our number as referenced on her invoice ************ has been in working order  since the beginning. She did reach out to our company on 19/Jan/2024 and booked ************* for 3rd May. A confirmation was sent to her on 19/Feb/2024, The confirmation call she received on 17/Apr/2024 was to to a verbal confirmation to see if she was still traveling and collect the taxes, however the reservation was confirmed back in February. She did request a Pet Friendly property and was advised it is based on availability unless it is a registered Service Animal. On 17/Apr/2024  ************* and her Husband spoke to one of our agents and requested a refund of $432. The agent offered her a partial refund of which they refused and became irate with the agent and started calling him names along with profanity at which point the agent ended the call.

  On 03/May/2024 we received a charge-back notification from her bank at which time a full refund of $432 was issued leaving their package with us null and void.
  

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a package from Resort Save on 3-25-2022 for $995. The receipt (attached) does not list their terms and conditions nor does it entail any additional fees to be paid. The package I purchased included a 5day ******, ******, 7 day cruise, (2) 7day open destination with 12 months to book, 18 months to travel. I was not able to use my package right away as I just had a baby. I called on 1-8-2023 to book my cruise vacation, I was asked to pay an activation fee of $150. Upon booking through a 3rd party company, Go CRV, I was told that I need to pay extra fees and the total cost ended up being more than what we could afford. I reached out to Resort Save to go over details about this and was offered partial refund and a *************** extension of additional 12 months making my new expiration date 3-25-2024. I called Resort Save on 1-6-2024 to book my ****** ****** vacation, I was asked to pay a $60 activation fee. I got my dates book but had to pay $120 resort fee, and $148 upgrade fee so I could be closer to the airport. Unfortunately, I had to cancel the trip due to a medical emergency with my toddler. Resort Save does not offer travel protection of any sort in case an emergency happens. Worried that I will lose all the money I paid for, I reached out to the number on the hotel confirmation, and even emailed them to reschedule me but was told to speak to Resort Save about the matter. So I called Resort Save and was told that I have to pay a penalty fee of $250 and another resort fee to rebook my ****** ****** vacation. Under rescheduling/cancellation, there is no clause indicating that extra fees would be imposed if the client need to reschedule. The fees on top of fees have really added up and the lack of transparency upon initial booking have put a lot of financial burden in my part. Planning a vacation should be exciting, not stressful. I reached out to Resort Save to give me store credit for my paid and unused trips and they have not responded.

  Business Response

  Date: 12/04/2024

  In regards to the ***** all customers are advised that they are responsible for ********* and Taxes starting at $157 per person based ********* selected travel itinerary. The cost could go up if the client select dates that require a surcharge, if they request accommodations that are outside the provided accommodations of an interior lower deck cabin. we understand that this does not always meet the needs of the clients and as she mentioned was issued a partial refund for the inconvenience. At the time of purchase Ms.Badelles was  advised that they will be responsible for a $15 per night reservation processing fee at the time of booking and will always be responsible for taxes of $10 -$20 per night and Resort Fees in ****** of $29.95. When she requested her Cancun trip she was again advised of this. When she booked the trip she was also told of the 14 day cancellation policy as it pertains to reservations, it advises that if not cancelled within the cancellation time frame penalties would apply this was also sent to her electronically and attached here as well. Her confirmation directly from ****** also advises that in the event of reschedule or early departure no unused nights would be refunded. The $148 that she mentioned was a choice that she made directly with the Resort because she chose to be closer to the airport that was not a mandatory fee. She mentioned travel  insurance and while we do not offer travel insurance it is the customer's responsibility to purchase their independent travel insurance if they wish too. She canceled the trip the day before her arrival although it was due to illness the Resort still enforced their cancellation penalty $250 plus the keeping the Resort fees.When she called to re-book the trip she paid the $250 penalty but refused to repay the Resort Fees. at this point her package was till available for her to use. She canceled the re-booking and then disputed the $250 penalty with her bank. We have spoken to her when this was going on and advised that her trips are their for her to take as long as she repaid the penalty. This still applies until the expiration of her package.
  

  
  

   

   

• Initial Complaint

  Date:02/09/2024

  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.

  Re: Acct. ****** I purchased a promotional vacation package while I was unemployed at the cost of $304.76 which included add-ons. I was told by the sales person that I could extend it If I didnt use it, he never mention any additional cost. when calling back about the matter I was told, I could extend it for two years for $200 which is basically buying the package over again. I am looking for a full refund of my money as this was false advertisement.

  Customer Answer

  Date: 02/17/2024

  Please let me know the status of my complaint #********
  Thank you ****************************;

  Customer Answer

  Date: 03/12/2024

  From: ***************************** <**********************************>
  Date: Thu, Feb 22, 2024 at 5:00 PM
  Subject: Complaint #********
  To: <***************************************>
  

  
  
  

  Thank you so much for your help with my complaint. After me speaking to the team at Resort Save three times I finally got a call today after I sent you guys an email that they still wouldnt do anything. A lady by the name of ******* (mgr in customer service) call today at ****** and extended my time 7 more months and explained more how I can extend my planning time.

  
  

  Thank you so much for coming to my rescue again.

  
  

  ****************************;
  

• Initial Complaint

  Date:02/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi , during the course of the first purchase account number ******. Which I paid the amount ask for plus they said an extra charge if you want all inclusive . ( please see photo) acct ****** . We had difficulty using this year to due to family emergencies attended to , financial problems, health issues that prevented us from using it. I didnt realize they called me before the expiration was up and wanted me to re-pay the money in order to keep this account open to use it so they stated I needed to repay a new fee to to extend the original account. Plus, they said I had to pay another charge for all inclusive. ( see photo ******) . We then did all that over again, paid again, and as you can see they jumped in for the opportunity to charge me again to extend for another 2 years . So I thought well thats not too much for all that they offer . I felt a regret for paying again for sure,This time my mother was declining due to her age of 95 and I actually ended up taking care of her , plus to make things a little bit more difficult to travel, my husband broke his leg due to an accident. So I just recently called them back to claim my travel pkg . and you can see my picture I took on the phone of a copy of the receipt I feel embarrassed to have trusted, to say I keep doing this, but I didnt want my money to go to waste. I thought OK we will use this this now because were in a better position.My mother passed away. My husbands leg is healed up finally and we feel like we can start to travel . When I called Resort Save to start using this travel pkg they said well you need to extend your cruise. Its expiring pay $70 and $150 deposit so I did that and I thought OK were on our way were going to be able to use this, so they gave me a phone number to call the reservation center and a web site to fill out info GOCRV. I did. Im so confused they dont get back with me they dont answer.. Im worried Ive been scammed!!

  Business Response

  Date: 11/20/2024

  We have reviewed the customer's account and have found the following. The account referenced in this complaint ****** was purchased 05/22/2022 with 12 months to book / 18 months to travel made the package expire 05/22/2023 for any unused trips. The package was renewed 08/22/2023. Based on our review she had booked the cruise on the package from 05/22/2022, the cruise voucher was issued to her on 02/21/2023 she had 6 months to register the cruise and one year to use it from the date of registration. For the cruise it is explained that they are responsible for Port Fees and Taxes which start in her case at $188 per person based on ports of call and requested dates of sailing. There is a $150 save the date deposit that is required to place your dates, however that deposit is applied to the final cost depending on port fees, taxes and any upgrades she may opt for. It appears from what she is explaining that her cruise certificate may have expired and she was offered the option of extending the expiration date of the voucher. However, we do not offer extensions on cruise vouchers nor do we collect the $150 Save the date deposit. We can only assume that this was done thru GOCRV who are the suppliers of the cruise. We tried to log into our admin portal for the cruise but we could not find her certificate by the email used to when we issued the cruise which means at the time of registration she changed the email address. it is also explained when calling ***** you will be able to hold your place in line by leaving your name and number they do call you back in the order the calls have been received. They only make one attempt to call you back if you miss the call you have to start the process again. Based on the notes in her account we spoke to her in April when she called to get information on her cruise and open destination. We did not know she was having issues with the cruise.
  

  We want our customers to be comfortable with their decisions to purchase our package and see the value in it. As a courtesy when she renewed that package and expressed to the agent she was a little hesitant the agent gave her a partial refund to help alleviate her concerns.

  We tried to reach her by phone on 11/202024, there was no answer and a voice message was left asking her to give us a call.

  
  

   

  Business Response

  Date: 11/20/2024

  We have reviewed the customer's account and have found the following. The account referenced in this complaint ****** was purchased 05/22/2022 with 12 months to book / 18 months to travel made the package expire 05/22/2023 for any unused trips. The package was renewed 08/22/2023. Based on our review she had booked the cruise on the package from 05/22/2022, the cruise voucher was issued to her on 02/21/2023 she had 6 months to register the cruise and one year to use it from the date of registration. For the cruise it is explained that they are responsible for Port Fees and Taxes which start in her case at $188 per person based on ports of call and requested dates of sailing. There is a $150 save the date deposit that is required to place your dates, however that deposit is applied to the final cost depending on port fees, taxes and any upgrades she may opt for. It appears from what she is explaining that her cruise certificate may have expired and she was offered the option of extending the expiration date of the voucher. However, we do not offer extensions on cruise vouchers nor do we collect the $150 Save the date deposit. We can only assume that this was done thru GOCRV who are the suppliers of the cruise. We tried to log into our admin portal for the cruise but we could not find her certificate by the email used to when we issued the cruise which means at the time of registration she changed the email address. it is also explained when calling ***** you will be able to hold your place in line by leaving your name and number they do call you back in the order the calls have been received. They only make one attempt to call you back if you miss the call you have to start the process again. Based on the notes in her account we spoke to her in April when she called to get information on her cruise and open destination. We did not know she was having issues with the cruise.
  
  We want our customers to be comfortable with their decisions to purchase our package and see the value in it. As a courtesy when she renewed that package and expressed to the agent she was a little hesitant the agent gave her a partial refund to help alleviate her concerns.
  We tried to reach her by phone on 11/202024, there was no answer and a voice message was left asking her to give us a call.

  Business Response

  Date: 11/25/2024

  The customer purchased the package referenced in the complaint ****** on
  05/22/2022 with 12 months to book/18 month to travel. on /08/22/2023
  she was contacted because her package ****** expired for booking on
  05/24/2023. She agreed and renewed the package as she mentioned. After
  reviewing the package referenced it appears that she requested her
  cruise voucher on 0221/2023/ she had 6 months to register it and then 12
  month from registration dates to use ***** was explained that she would
  need to pay a save the date deposit $150 that would then be applied to
  the final total. The final total varies based on time of travel and any
  upgrades she requested. According to her Gocrv account which is the
  supplier of the cruise she has already traveled on the cruise. The
  extension on the cruise she mentioned would have also been offered by Go
  CRV as we are not able offer extensions with the cruises. We have
  attempted to contact her to make sure she has cruised and see if she
  needs assistance with anything else but have been unable to reach her.

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a package and was not able to use any of the properties.

  Business Response

  Date: 06/22/2023

  The client originally purchased this package on 3/31/22 with an expiration date of 12 months to book. Per our terms and conditions, section 10, a client has up to 30 days from purchase date for a full refund.  If a client activates a vacation, a refund is no longer possible.  The same day it was purchased, Client called in to activate their cruise certificate making the package non refundable.  The cruise certificate was sent to her email on the same day. 

  On 5/20/22, Client called in and booked their Cancun trip for July 8, 2022.  Then on 3/17/23, They activated their Open Destination Certificate.  For the Cancun trip, The client never attended her tour so she was also charged a penalty fee by the resort.  In reference to the Open Destination trip, we tried several times to help the Client find a property in the Virgin Islands.  We explained that it is a live inventory.  During one conversation, our agent informed them of a property in Virgin Islands but they did not book it in time and it was no longer available. 

  Client has talked to different supervisors and has been told several times at this point the package is non refundable.  On 6/15/23, Client said she was able to book Virgin Islands but she picked the wrong date.  She booked June 11 instead of July 11.  A manager jumped on the phone and explained we cannot change her certificate date and that she would want to contact the certificate company to see if they can assist with the date change. 

  On 6/16/23, we gave client an extra 8 day 7 night open certificate and waived the reservation fee so they could use a new open cert. Client accepted. Client called us on 6/20/23 to go over details how to activate new open certificate. Issue resolved.  With a free 6 month extension, client has until 9/30/23 to activate all remaining trips on file.
  

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 27th 2022, I spent 427.76 because I was told it covered certain things ,that my trips was free . I just found out they are a scam and I was robbed .. it was company resort save . They lied to me so many times . I had no idea I was fooled . What am I supposed to do?

  Business Response

  Date: 06/12/2023

  The Client did purchase their package on 1/27/22 for $427.76.  The package has 12 months to book and 18 months to travel from the purchase date. This is all in the invoice that was sent to client's email at the time of purchase.  In our terms and conditions, section 10, it states our refund policy is for 30 days from date of purchase.  At no time did they ask for a refund. On 3/7/22, the Client called in for an extension in which we gave an additional 6 months. The new expiration date 7/27/23. Over the course of the next few months, we have been back and forth in contact with the Client over different questions they had. Then on 5/30/23, Client called in and activated their cruise certificate which was sent out to their email on the same day.  We would not be able to issue a refund but their package is still valid to book their trips until July 27, 2023.  Our normal business hours are M-F, 9-5 eastern.

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, my name is ******* ******* and I am looking for a refund for a package that I purchased from resort save. I have tried calling numerous times and have never had any luck with anyone picking up. I was even given the "personal number" of an agent who sold me the package who I reached out to and a random man picked up the phone who is not a part of resort save. I purchased my package on January 23, 2023 for $298 and was informed travel was good for 2 years after the date of purchase. My confirmation code is ******* I would like a refund due to this seeming like it is a scam.

  Business Response

  Date: 05/25/2023

  Hello, The January 23rd, 2023 purchase for a vacation package at $298 was not the first package Antwone has purchased through Resort Save. It is the second.  On the first package from December of 2021, the Client did activate a certificate with us to travel on our Open Destination promotion.  When contacted again after their original package's expiration date, the Client made the decision to re purchase with Resort Save.  On this 2nd package, the Client does have 2yrs to book and travel from the purchase date. We tracked the record of calls in regards to his account and we only have one missed call after hours on the date of purchase. Our records indicate the Client did not call several times and did not send any emails.  Our business hours are Monday - Friday 9-5 eastern.  Our refund policy based on terms & contditions indicated that the Client would have 30 days from purchase date for a refund but the Client is way outside of that time frame. 

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I "won" this "amazing offer" in August of 2021 from a radio station contest. Was ecstatic to hear about the discounted vacation. However, shortly after I went on deployment (I'm a Navy Submariner) so I was unable to do any booking of my trip. They reached out to me this morning on the 27th of Dec 2022 to let me know it was expired. I explained my situation of how I'm in the Navy and physically couldn't book during my initial time period. They offered to file a grievance on my account to get it extended 2 years. Then decided to let me know it would be another 400$ to file this grievance. Then all they "could do for me" was lower the price by 100$. These sales people get commission on whatever charges they collect so I'm warning anyone looking into ResortSave DONT BUY INTO IT. You WILL waste your money. I wish I would've done my research and saved the initial 400$ but oh well it happens. You live and you learn. I wish I'd get a refund but I highly doubt that'll ever happen.

  Business Response

  Date: 01/11/2023

  Contact Name and Title: Resort Save
  Contact Phone: ***********
  Contact Email: ***************************************
  The client purchased their package on 8/6/21. At the time of purchase they were informed that they have up to 12 months to book and 18 months to travel on their trips. It is the Client's responsibility at that point to know when their package expires and to contact us if there is any issues. The Client did not call in during his 12 months to let us know he would need more time so naturally the package reached its original expiration date.
  A call was made in December to let Client know the package has been expired and did they wish to purchase again. The package was even offered for $100 less than the original price. The Client declined to continue, so the package remained expired.

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am in the ******* and was not able to contact the business as I was underwater on a Submarine! When this was explained they merely offered that I buy the entire package again. So yeah they "discounted" 100$ still needing me to pay 388$ which is ridiculous. They would not offer any extension due to this. I think this is very rude especially to a service member who had no way to contact them. They are scammers and all they care about is the money.

  Business Response

  Date: 01/19/2023

  Regardless of occupation of the consumer, the expiration date of the package was clearly noted as 12 months to book.  The package expired on 8/6/22.  It was the consumer's responsibility to communicate that he needed an extension before his deployment.  Once a package is expired (this package has been expired over 5 months already), the only process to travel with our company is to purchase an extended version of their previous package at the discounted rate offered.

• Initial Complaint

  Date:12/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction occurred September 16,2022. It was an ad on the radio and I fell for it. I didn't think much about it until now when I went to plan the so called "vacations" I won. The website no longer works. They also wouldn't give me a refund. The total was for $397.88 which I thought wasn't bad for two discounted trips. I regret falling for it now. I'd like my money back as that's not a small amount and don't want anyone else falling for this scam either.

  Business Response

  Date: 12/20/2022

  Contact Name and Title: Resort Save
  Contact Phone: ***********
  Contact Email: ***************************************
  We had an agent do a follow up call with the Client and go over both of her trips in detail. Explained Client must be 21 years of age to take the trips. We also gave the Client more time to travel and turned her 4/3 trip into an 8/7 trip. Did a partial refund and Client agreed to keep the vacations. Sent the updated invoice.

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased vacation package with Resort Save, ******* 8/21/21 with 12 months to book and 18 months to travel; the pandemic happened. I called Resort Save with concerns of losing my trips and money, I was advised that my trip would be extended with no worries. I purchased the trips for my only son and grandkids, he was killed in June of 22. I received a call on Aug 17 2023 around 9am; advisung my trips were canceled. I expressed, my call during the pandemic to them, and told not to worry. The representative advised he could give me a courtesy of keeping my trips for the same price. I was upset that I received a call once the trip reached it's original expiration, with no extentions. No refund policy. There is no cancellation policies, that I received. I only received, the invoice of the receipt, if the trips and the money paid for the trips. I was not able to extend the trips as promised. I was not able to book anything during the pandemic. I WOULD LIKE MY MONEY REFUNDED. THESE PPL ARE ONKY OUT FOR MONEY. The was not an option for a portion of my money. These ppl kept all the money, I never used any portion of any of the trips. Insulted with the option of repurchasing the trips over at the same price. $488.88

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/08) */ Contact Name and Title: Resort Save Contact Phone: 18885474522 Contact Email: [email protected] The Client actually purchased her package on 8/17/21. In reference to her statement, the pandemic did not happen after that. Covid pandemic started in February of 2020 and by august of 2021 plenty travel restrictions were lifted and travel was back to normal. We still would have gave an extension though if asked. The client had 12 months to book/18 months to travel from her purchase date. The client called in on 3/29/22 to get info on her trips and our agent went over her details including reservation fees and taxes. It is up to the customer to call in for an extension if they still needed it. When she received a call on 8/17/22, it was to let her know her package has reached its expiration date and she was given the opportunity to renew at the same price. On 3/29/22, the client did not ask for an extension when speaking to our agent or they would have given it to her. Our refund policy per terms and conditions is up to 30 days from the original purchase date for a full refund. She can view the terms in her invoice log in to the website or at resortsave.com/terms section 10. Unfortunately this package has expired and will not be eligible for a refund. The client is expected to do their due diligence in regards knowing their expiration dates which, like she previously stated, were told to her in the beginning as well as in her invoice. Consumer Response /* (3000, 7, 2022/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attached my reasons Business Response /* (4000, 9, 2022/11/21) */ The Client had called back in on 11/9/22, a day after we had responded to her BBB complaint. We went ahead and gave a courtesy of a free extension giving her up to 2 years to book and travel on her trips. The package is no longer refundable after the original first 30 days of purchase. The new expiration date is 8/17/23. This was done free of charge and the Client can call in during business hours to help get activated. She is still responsible for any reservation fees and taxes associated with her trips. Our business hours are Monday - Friday 9am-5pm est. We will be closed Thursday and Friday for the holidays. We have resent her new invoice to her with the updated expiration time.