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:06/13/2022

  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 purchased a $400 vacation package deal with Resort Save in 2019 and 2020. In January of 2020 I was planning a trip for April 2020 before covid-19 restrictions were released. I was unable to travel due to shut downs in our Country in 2020. I also booked for Costa Rica in 2021 but was not able to travel due to Covid. I was told by a Customer Service Representative at Resort Save that because I had made the reservation I would be able to travel at anytime. In 2021 I was told by a manager that I would be able to travel due to Covid-19 at anytime. I was also suppose to give a grace with my package due me catching Covid in 2021. There were several trips to be planned in the 2020-2021 years. Due to Covid-19 and also family death it was impossible to take all the trips during this time. Resort Save has taken advantage of Customers not being able to travel and constantly taking money for unrealistic travel times. There were several trips within the package that had to be taken within a time frame that was not realistic. I advised Resort Save Manager by the name of Michael who claimed I would be given a free extension, which I was not given a grace period to extend the vacation travel time at all. Resort Save has continued to pressure me and other Customers to spend money during a pandemic crisis without any compensation. Resort Save knows it is impossible to use all of the vacations within the package if customers are getting sick and can not travel, yet Resort Save continue to make empty guarantees to try to help the customer with wasted money and unused vacations with no regard or resort. Resort Save continues to call trying to get me to purchase more vacation packages and I have not been accommodated for previous packages purchased. I am asking for the help of BBB because Resort Save has taken advantage of so many other customers as well. Thank You for your consideration in this matter and is greatly appreciated.

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/06/15) */ Contact Name and Title: Resort Save Contact Phone: XXXXXXXXXX Contact Email: ************@resortsave.com We had an agent follow up with the Client on 6/15/22. He did a follow up call per her request. Our agent went over her current package details and let her know that her Open Destination vacation is still valid and available to use until 10/3/22. Customer Satisfied and will call back in to activate her vacation.

• Initial Complaint

  Date:06/10/2022

  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 was told I won two discounted trips through a radio show promotion and was immediately put through a series of rushed phone calls in which I was promised two trips I could redeem any time within the next 12 months so long as I give 45days notice per trip. I ended up paying almost $400 for this promotion with the intention of taking my boyfriend on a trip for his birthday. However every time I've attempted to call/text/email I've been told I missed the customer service representative and they will contact me shortly. I still have yet to be contacted and would like to get in touch with this business to either receive a full refund for products not received or to schedule the trips that have already been paid for.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 5, 2022/06/13) */ Contact Name and Title: Resort Save Contact Phone: 8885474522 Contact Email: [email protected] Hello, Our normal business hours are Mon-Fri 9am-5pm eastern. The client may have tried to contact us after business hours because we did receive an email on Friday close to 6pm. On Saturday, June 11th, we had some agents working over time and we called the client at 12:07pm, no answer, left voicemail. On 6/13 we responded to client's email informing we tried to reach them on Saturday. Client called in at 9:46 am, also on 6/13, to activate her open destintion trip. Client said she will call back later in the week to pay her reservation fees and taxes. Client satisfied.

• Initial Complaint

  Date:06/09/2022

  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 have reached out a week ago about a return and the business is failing to hear me out and failing to return calls. I tried to reach out but for some reason they will not return my calls Would like a refund of my money due to false advertising

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/06/13) */ Contact Name and Title: Resort Save Contact Phone: 8885474522 Contact Email: [email protected] Hello, We contacted the Client to offer assistance but she had already contacted her bank. We issued a Full Refund and sent a text explaining 7-10 business days for the funds to return to her card.

• Initial Complaint

  Date:06/04/2022

  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.

  Vacation package purchased. Listened to v100.7 radio ad, called the number, answered the question and was awarded this 4 vacation cruise and resort package. Had to purchase a one time fee of $442.00 and an upgrade to extended days of the cruise of $299.00. Totaling $741.00. The information they sent me in an email is invalid. First none of the customer service numbers work. The log in information provided was invalid and the website appears fake. Multiple reviews after I purchased this package, shows this is a scam. I have emailed the company for a full refund back on to the VISA used to purchase Account#: XXXXXX

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/08) */ Contact Name and Title: Resort Save Contact Phone: XXXXXXXXXX Contact Email: ************@resortsave.com Hello, The Client purchased a vacation package on Friday, 6/3/22. Our office hours are Monday - Friday 9am-5pm est. Client may have been calling outside of business hours. Our Customer Service number does work, as the Client called us on Monday 6/6/22 to let us know she could not log into the website. We resent her invoice that has her username and password which is case sensitive. If not typed properly, Client would not be able to log in. Client requested to cancel because the package was confusing her. A manager followed up with her on the same day and offered her a free extension on traveling and a partial refund on the package. The Client declined and we issued a Full Refund. We also sent a text confirming her refund and stating it takes 7-10 business days to go back to her card. We refunded this package in full before we received the BBB complaint. Thank you and have nice day. Consumer Response /* (2000, 7, 2022/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:05/21/2022

  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.

  Resort scam. Realized it was a scam later in the day. It was a promotion on the radio to win a vacation. I had just got into an Uber that had the radio on and missed the promotion being an ad and not an official contest by the station. I called and answered the winning question correctly. Ironically the answer being snake When I called they told me about the vacations I won and what's included. I just had to pay an activation fee and taxes because of Florida being their base. I paid and they upsaled me for a more inclusive vacation at a resort. All in all I was weaseled out of nearly $800 for something that wont come to fruition. After work, as this was in the morning, I looked it up and found similar complaints as mine and realized it's a scam. I'll take accountability for falling for it, but I need my money back.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/05/26) */ Contact Name and Title: Resort Save Contact Phone: XXXXXXXXXX Contact Email: ************@resortsave.com Hello, We did a follow up call with the Client on 5/26/22. Client explained she was not comfortable because of reviews seen on the internet. Our Agent went over all of her package details, our credibility as a real company, and assured her she can travel these vacations. We gave Client a free extension of 2 yrs to book and 2 yrs to travel, 2 open destinations, and a partial refund of $200. We also sent a text message to Client reflecting her refund and also an updated invoice to her email reflecting all changes. Client satisfied and will call back when ready to book a trip.

• Initial Complaint

  Date:05/20/2022

  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.

  I'm beyond upset right now. I heard this advertisement on the radio and decided to call and won a discounted trip. I wasn't even aware if I respond to the stupid text that I wouldn't be able to get a refund. I'm ****** off because I paid $500 for cruise and a different trip. I don't want it anymore after four days...I realized it's really not saving me anything and y'all are just lying. Y'all had all these stupid hidden fees like who the **** is paying hundreds more just to register the stupid certificate. I didn't even do that because that's freaking ridiculous. On top of that I have to pay the ports fee (which I understood) but who the **** is paying over 300 just to register the stupid certificate. Y'all just like to scam people. When I called carnival cruise directly they are saving me way more money. I want my freaking money back before I involve a lawyer. Plus this rude *** employee answered the phone. Like when I figure out her name she definitely gonna get reported. I'm over this. I don't want to do the cruise thing or separate trip. I didn't even do anything with the stupid trip. I just want my full refund back so I can go book directly with carnival cruise! It's only been less than a week since I found out about resort save. It should be no excuse to give me the money back. Plus I called flex directly they told me I never registered anything and resorts save should refund the money.

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/05/26) */ Contact Name and Title: Resort Save Contact Phone: XXXXXXXXXX Contact Email: ************@resortsave.com The Client purchased their vacation package on 5/11/22 for 298.88. They called back again on 5/11/22, and The Client herself, requested to pay the additional $200 to increase their cruise days to an 8 day 7 night cruise. When traveling on a cruise, Port Fees & Taxes are very normal procedure. The Cruise company we work with allows Clients to put in a "Save the Date Deposit" when they select dates through the certificate/website. This deposit goes towards the balance of their total Port Fees & Taxes. It essentially breaks down the payment of the port fees and taxes making it more affordable. On 5/24/22 we issued a refund of the total package price, $298.88, back to her card. A text message was also sent to their number on file, stating please allow 7-10 business days for funds to return to their card. We issued a seperate refund for the other $200, which will be arriving by check to their home address on file. They will be receiving a Full Refund. Consumer Response /* (3000, 7, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still haven't received the "so called" check. It's been over a week now! I only called back because I already hung up the phone with the guy about the vip offer. The cruise people didn't even know about the vip on the ship which mean it's incorrect. It doesn't make sense to pay extra money just to save the date after I already had to pay $500 on the spot. Anywho I still didn't receive my $200. I don't understand why it wasn't just sent back on my debit card. The same way it was paid. Business Response /* (4000, 9, 2022/06/07) */ Even though the $200 was charged on the same card, it was not purchased through there same merchant. Client already must have received first refund directly to card. The check for the additional $200 was mailed out on 6/1/22 and will arrive by mail to the address on file. Client just has to wait for check to be delivered. Consumer Response /* (2000, 11, 2022/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got my refund back!

• Initial Complaint

  Date:05/12/2022

  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 heard a radio ad about a cruise and assumed it was legit because the radio station broadcasted it. I continuously asked the individuals on the phone if this was legit or not and they continuously said "no". Ensuring it was legit. I am now thinking it was a scam after doing further digging.

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/05/16) */ Contact Name and Title: Resort Save Contact Phone: 18885474522 Contact Email: [email protected] Client purchased on 5/11/22. We recieved the BBB complaint on 5/12/22. We attemped to call Client to fix any questions or concerns but were not able to get in contact. Client did a chargeback with the bank.

• Initial Complaint

  Date:05/12/2022

  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 purchased a travel package thru resort save in 2021 and upon purchase I was not notified you had to be vaccinated to travel. In addition to a confirmation that I was able to change my 2 adult package to 1 adult and 1 child. I called to verify that I had not have to be vaccinated to travel a few months later. Upon booking my trip I found out vaccinations were required and they will not issue me a refund.

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/05/17) */ Contact Name and Title: Resort Save Contact Phone: 8885474522 Contact Email: [email protected] Client purchased vacations on 10/5/21. Per our Terms and Conditions on our website, Clients have up to 30 days from their date of purchase for a refund. If a trip is activated, it also becomes non refundable. We spoke to client 3 seperate times in the month of October, answering any questions she had about her package. Om 12/14/21, Client called in for a refund stating that she did not know she had to be vaccinated to take cruise. She was told she would be contacted by quality assurance to help with any questions or concerns. An agent followed up with her 2 days later and explained she can switch the cruise out for an open destination on land and at the time that norwegian cruise did not have to be vaccinated but needed proof of negative covid test. Client satisfied. On 3/22/22. client called back in to activate cruise. On 5/13/22 we recieved notification from BBB. During the time period we spoke to client in December til present, the rules for cruises changed and all cruises required travelers to be vaccinated. Although non rfefundable at this point, we are willing to give the client the open destination and waive the reservation fees, they must still pay the taxes. Their package is good until 10/5/22 to activate. Upon activation they will still have additional time to travel. We reached out to client via phone and email but were unable to reach them.

• Initial Complaint

  Date:05/04/2022

  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.

  I was told I won two free trips for a discounted price of $299 if I answered the question "what animal lays eggs that is not a bird?". After talking on the phone I paid almost $400 and would like a refund. I have called multiple times to try and get ahold of someone who could help me get a refund but nobody answers.

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/06) */ Contact Name and Title: Resort Save Contact Phone: 18885474522 Contact Email: [email protected] Client purchased this vacation package on 4/12/22. We did a follow up call on 4/13/22, to touch base with client and make sure they received their invoice/receipt that we sent to their email on file which is *************************. We have no other missed calls at the customer service office from client. We go over missed calls every morning. Our Business hours are Monday - Friday, 9am - 5pm Eastern. We will reach out to client today or they can follow up by calling us or sending an email to [email protected]. The original package for $299 included a 4 day 3 night open destination trip on land and a 5 day 4 night cruise. Client paid $398.88 because she opted for a 6 day 5 night cruise instead.