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:03/26/2025

  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.

  We won a trip on a radio show. They charged us taxes and did not follow through on the trip. The trips had an expiration date within 2 years

  Business Response

  Date: 04/10/2025

  Indeed on 8/31/2023, Mr. **** *****, participated in our company and activated a vacation package with a validity of 18 months to book and 24 months to vacation. As specified in the terms and conditions, which were sent the same day to his email.
  The day after his participation (9/1/2023) Mr. **** responded to our welcome call, where he confirmed that he had received all the documentation in his email, that he had no questions and that he would call us to make his first reservation, which never happened.
  Unfortunately when we received his complaint the vacation package was already expired, however we tried to contact the client on the 2 contact numbers we have on record and could only leave messages.

• Initial Complaint

  Date:02/12/2025

  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.

  Me gustara reportar a viajeros de lujo por corruptos .Yo segn me gane un viaje gratis por medio del radio con el Genio *****. El viaje era gratis si adivinaba una pregunta y solo tendra que solo pagar los impuestos del viaje $399.00 .**** un ao para aser el viaje . Cuando quise tomar el primer viaje * **** no se pudo por q era el tiempo * **** los inciendos y no pudimos tomar el viaje . Como segunda opcin escogimos *************** y a ese punto me dijieron el pacquete se te venci les ped una extensin por lo q estaba pasando en **** y me dijeron que NO ! que **** q pagar $300 . Page esos $300 despus segn para confirmar el viaje a *************** tuve q pagar $82.00 ms *** frustrante fue que cuando les ped q se comunicaran con migo por correo electrnico, text, or mensajes nunca lo asian simpre me llamaban durante las hrs de mi trabajo. Despus segn el hotel cristal ***** ******** me ablaria para confirmar los da q estara en el hotel y ase punto segun **** q pagar otro $140 segn por los das q estara en el hotel . Cuando el agente del hotel me llamo me dijo q no calificaba para el viaje por segn mis ingresos , segn tendra q aser ****** al ao yo le indiqu no seor yo me gan el viaje por q adivine una pregunta en el radio y me dijo lo ciento pero sus ingresos tiene q ser ****** y todo esto estaba pasando das de mi viaje q sera 1/23/ 25 ped q un manager me ablara y en cual el manager me ablo y solo dejo un mensaje y se olvido de todo el problema y esto el el viernes y yo sala para el viaje el lunes y yo tuve q pagar por todo el viaje en cual ser como $2000-3000 dlares hotel, comida, por 4 das y el taxi del aeropuerto al hotel . Les ped una extensin y me la negaron la primera vez para Hawi. Al ltimo les ped un reembolso completo por cada sentando q les pague despus q regrese del viaje solo me reembolsaron $82.00 y les llam a mi banco y en eso estamos para recuperar mi dinero . Genio ***** no apoye esta jente no son honestos .

  Business Response

  Date: 02/27/2025

  We are sorry to hear that your experience was not as expected, and that is why we would like to clarify the points you mentioned:
  At no point in the commercial does it say that it is free, in fact at the end of the commercial it says This commercial is paid for Viaje de Lujo, certain fees apply, and airfare is not included.
  At the time of activation, in the document sent the same day via email and also, in the Terms and Conditions, the validity of the vacation package is made clear (12 months to book 18 months to Travel).
  You did indeed contact us to make your reservation, but it had already been 5 months after the expiration of your package and that was the reason why you had to pay an extension.
   As for the additional $80.00 you mentioned, these correspond to the reservation processing fees, also stated at the time of activation, and established in the Terms and Conditions.
  
  On January 17 of the current year, we received a dispute from your bank for the amount you paid to extend the vacation package ($300.00) and that same day we refunded the amount paid for the reservation processing fee ($80.00).
  
  Unfortunately, the amount you paid on 2/15/2023 when you first activated your vacation package became void the same day you made the extension 7/2/2024.
  
  I hope that this explanation above makes everything fair and clear.

• Initial Complaint

  Date:11/28/2024

  Type:Order 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 so disappointed and dissatisfied with the company Viajes de lujo. I wanted to give them a chance to see if all these complaints were true and not being exaggerated. Well its all true! We all need to get together and get an attorney and sue this company it cannot just stay here! I am so upset this company wont make a reservation without me having to pay more money for fees. When this was a suppose prize won at a radio station ******* *****! Shame on ******* ***** radio show for making all these people including myself to be taken advantage of!! Its horrible!! At this time Im waiting for a manager to call me back and resolve this issue. I just want all my money back!! ****** plus ****** for extending the won prize to 12 months! I was initially told I had 2 years to use these prizes! I paid ****** on July 11 2023! They told me it was already a year past I was like no you gave me 2 years to use the won prize nope I had to pay ****** to extend in July 2024. This is so shameful and please BBB do an investigation this is horrible!!

  Business Response

  Date: 12/05/2024

  On November 29th we contacted the client as we had indicated. In that conversation we reiterated what we had already told her weeks before, that the airline tickets were not included and that among her responsibilities, there were also the reservation and the high season fees, all are specified in the Terms conditions in our website, this was sent to her email the same day of activating the vacation package.
  However we could not find the travel date the client wanted, due to the fact that she booked inside of 30 days when our T&C clearly state a 30 day advance booking is needed. In good faith we provided her with a certificate, at no cost to her,  for 8 days and 7 nights. She and her family can use this certificate for the next 12 months.

• Initial Complaint

  Date:09/12/2024

  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.

  Dear Better Business Bureau Representative,I would like to lodge a formal complaint against Viaje De Lujo. On 03/06/24 I paid $350 for a vacation package. I discovered on several occasions that what was promoted was not delivered. Viaje De Lujo advertise luxuries vacations and provided a list of locations.On one occasion I tried reserving a hotel in *************** and the representative only provided me a hotel far from my destination. On the second attempt I tried reserving a hotel in **********, *********. I called two months in advance and the only option they provided was **********, ********* two hours away from my destination. I immediately contacted customer service and spoke to the manager to let him know that their service had not been delivered as advertised and I was very dissatisfied with their service. I want my money back as this is scammed and they never provided me a copy of the policy. The website is only in Spanish and under Terms and Conditions doesnt state about no refund if service is cancelled. After my complains, Viaje de Lujo keeps charging me $8.25. Although I sent called on 9/11/24 and 9/12/24 have not received a satisfactory response. At this juncture, due to the time and effort I have expended, I am seeking a refund.Attached are my sales receipts and all correspondence I had with their customer representative. I look forward to your response.

  Business Response

  Date: 09/26/2024

  We have tried to contact the customer on the 2 telephone numbers we have on record and also by email, to resolve the case but we have not been able to contact him.

• Initial Complaint

  Date:09/11/2024

  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.

  On Thursday, May 16, I was the "winner" of a "free" vacation through a Viajes de ********** ad. After trying to book my first stay in *********, I was told that I would have to wait until June to book a vacation in July (they require 30 days in advance booking, but cannot book any sooner than that). First, I must mention that this detail of the process was not informed to me when I accepted the charge of $399 and the 12 monthly payments of $8.25. This is an extremely important detail. The obvious problem with this is that they give clients no guarantee that there will be availability for the dates they require, given such a short notice. The only reason I called when I heard the ad on the radio is because it was a "free" vacation. I recognize that $498 dollars is not even equivalent to one of the stays they promised me with the purchase of that package. However, they are not free vacations, nor can they assure that they will deliver what they promised. Additionally, there were details that I specifically inquired about during my initial phone call, which answers do not match with what is indicated on their website. For example, I asked if once we arrived to our destination we would be charged any additional fees, the representative who attended me assured me that there wouldn't be any additional charges of any sort, that everything was paid for, regardless of whether it was high or low season. The website states the conplete opposite. These discrepancies show dishonesty and lack of ethics. On May 18th I sent the company an email to request a cancellation and refund. On May 30th I had a phone call to process the cancellation, at which point I was informed that there will be a $99 cancellation fee. Never before did they mention any policies regarding cancellation fees. I am still owed those $99. They gave me a "complimentary" stay because their goal (they claim) is to get people to know their agency. They have made it impossible to book it. Complete scammers.

  Business Response

  Date: 09/26/2024

  
  On September 20, we spoke with the client and she stated that she did not feel comfortable with the courtesy destination that had been offered to her on May 21 and for which she received a partial refund of $300.00.
  That same day (9/20/2024) we proceeded to cancel the destination and refund the difference of the amount paid ($99.99) as well as the amount paid for the reservation guarantee ($8.25).

  Customer Answer

  Date: 09/26/2024

   
  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. However, it is important to note that Viajes de Lujo did not contact me to solve this issue, I requested the refund and then had to speak to a manager. The manager insisted on other options and made it sound like the refund was not possible anymore and they could only upgrade the "courtesy stay" that they had previously given me. I rejected that "solution" and insisted on getting my refund. The manager than said she needed to check if the system would even process this transaction. Yes, eventually I got my refund, but this was after 2 phone calls and a lot of wasted time. So, I am happy to have received my refund, but I am NOT satisfied with the way Viajes de Lujo conducts business. 
  
  Sincerely,
  
  ****** ***** **********

• Initial Complaint

  Date:09/09/2024

  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.

  The number for Viaje de Lujo was advertised on the radio. I called and was told I won a trip and that I would have to pay $399.99 in taxes, as well as a monthly $8.25 as a reservation. It felt like a scam so I decided to search up the business and its a scam but they had already took my card information and I was charged the amount said. I will be proceeding with my bank to get a refund for this. Total scam

  Business Response

  Date: 09/23/2024

  Indeed the procedure described in your complaint is the correct one and when evaluating the calls made on the day of your participation we were able to verify that on our part all the terms and conditions were met and you, at all times, agreed with the process and the payment.
  We contacted Mrs. ******* ****, who is the holder of the card used and who authorized us to make the payment that day, under recording.
  
  In this conversation we informed her that according to our T&C, sent to her email the same day of activation, every customer has up to 30 days from the activation date to cancel.
  We then proceeded to process the refund of both charges, previously authorized by her. Ms. **** thanked us for the process and promised to withdraw both the dispute with the bank and the complaint filed with the BBB.

• Initial Complaint

  Date:07/29/2024

  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.

  On 7/25 I heard of a contest on the radio stating that if I was to answer a very simple question and was the 10th caller I would get a free vacation package. Turns out that there was definitely no prize and certainly not free. They ended up charging 399 (for taxes) of the supposed prize plus a monthly fee of 8.25 which was never really explained why. When I received the package information the promises that were made via phone ended up being lies. I would still have to pay all sorts of fees for hotel taxes and reservations, no flights included. I ended up calling the next day to cancel the service which according to their terms and service on their site says can be done so within the first 30 days of the purchase and as long as the service had not been used, which was my case. I started digging deeper and found 50 complaints on BBB all stated pretty much the same thing that they had been scammed. When I tried to cancel the service they said they could not cancel because it was very unusual that people cancel their service and I would need a call back, which based on the countless complaints it's been a repeated habit to not call the customer back so I said I would wait on the line until someone was available they said it was not possible. That a manager needed to call me back at their convenience. I told them I would wait since they had lied to me from the start. I did not feel comfortable since I had learned about their bad practices. They finally said they would cancel but only refund $300 that they would have to charge a $99.99 cancellation fee and reading the other complaints it says the cancellation fee is OPTIONAL like anyone in their right mind would pay it. I told them about that in their complaints and they told me to wait on the line while they transfer me to a manager since one had become available. Turns out that was a lie because they left me on the line for over 30 minutes with no response so I hung up and called my bank. STAY AWAY BUYER BEWARE SCAM!

  Business Response

  Date: 08/08/2024

  We regret that your experience with our company was not entirely satisfactory and although, dated 7/26/2024 your vacation package was cancelled in its entirety, we would like to inform you that all of our participants are responsible for air or ground transportation, booking processing fees and peak season fees, as informed in the call with the representative and stated in our Terms and Conditions, sent to your email at the same time of the call.
  
  When we attended your cancellation request, a representative offered you a partial refund, maintaining a courtesy discount which you did not accept and taking into account our Terms and Conditions, which allow a 30-day cancellation period for all customers, we proceeded with the full cancellation of your package and refunded you the full amount paid.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22063503
  
  I am rejecting this response because:

  I am writing to express my frustration with the ongoing issues I've experienced with your customer service team. Despite numerous complaints from other customers about similar issues, it seems that my concerns are being disregarded.

  
  From the beginning of our interactions, I clearly requested a full refund. However, I was instead met with misinformation and unnecessary delays. I was never told that a partial reimbursement could be offered to maintain certain "benefits," which was not what I asked for. When I insisted on a full refund, I was informed that I would need to wait for a call back from a manager, but this never occurred and again not what I wanted. Instead, I was confronted with a $99 cancellation fee, which was never disclosed initially and according to another complaint on the BBB website its optional lol seriously, as if someone would willingly give away $99 dollar just for the heck of it. Keep in mind that Im the one that told the *** that according to their terms and service it states that I could cancel anytime before the 30 days of the initial payment if I had not made use of the service which clearly was my case. When she finally said she would transfer me to a manager that was available. 
  

  After a lengthy and frustrating phone call with a service ***resentative, I was placed on hold for over 40 minutes, ostensibly to be transferred to a manager, but I never received that call. It seems that the goal was to discourage me from pursuing the issue further. I finally released the call since it was obvious no one would come back on the line. 
  Given these circumstances, I took the necessary step of disputing the charge with my bank and filing a complaint with the Better Business Bureau. Fortunately, I was able to resolve the issue through these channels.
  

  I urge you to address these serious customer service failures and review your refund and complaint handling procedures. It is crucial for your company to be transparent and fair in dealing with customers, rather than resorting to deceptive practices.
  

  I hope my experience will lead to improvements and prevent future customers from facing similar difficulties. For this reason I reject the response and the continue lies of this company. 
  

  
  

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

  Business Response

  Date: 08/16/2024

  Tell Dear *******************
  It is obvious that your expectation of totally free package created your discomfort. As we have already explained to you in our reply, there are some legal fees, such as taxes and processing fees, which cannot be avoided and which we clearly explained to you by email and phone before you accepted the prize. However, as we always honor our commitment to our valued customers, we processed a full refund to you as requested that same day.
  Thank you for taking the time to respond and we appreciate your feedback, which we will use as a training tool to increase customer service productivity.
  

  Customer Answer

  Date: 08/23/2024

   
  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. Just done dealing with them not reading the response. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/26/2024

  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.

  On 6/26/24 at approximately 1:48 PM, my mom and I heard about a chance to win a free vacation, on the radio. They stated we should call ************** and answer how many stars the U.S. flag has. I called the number and answered, the rep said I answered correctly and not to call the number back because someone would call me if I won the vacation. At 2:53 PM, the same day, I received a call from a supposed Licenciado **** *********************************** stating that I won the free vacation. He gave details about 3 different destinations I would be vacationing to and asked me for my name, email, and home address. He then gave a brief explanation of why I shouldnt have any doubts about the legality of the giveaway, which I thought was weird. Why would an honest person preemptively yell, Im not stealing anything if they truly werent really stealing anything? ***** then stated all I would have to pay was the taxes on the value of the vacation package which was $300. He asked me for my card info to verify my form of payment had funds and wasnt expired. At this point, I felt distrustful and he stated he could sense I had doubts and tried to reassure me of the legality of it all, once again. I still felt distrustful and ended the call. I then googled the number and read about lots of complaints with the same details (phone number, vacation giveaway, and amount of money requested) indicating it was all a scam. These fraudulent people should stop scamming others entirely, especially through a radio advertisement.

  Business Response

  Date: 06/28/2024

  We can certainly understand your doubts and suspicions based on the response you have explained you received from the agent. We are a reputable company and, as such, we expect all our employees to conduct themselves with that mindset. We appreciate your feedback and will always use it to constantly improve our processes.
  We regret that your experience was not as expected. However, we would like to clarify a few points: Nowhere in the commercial does it indicate that it is free, in fact at the end of the commercial it says, " certain charges apply, airline tickets are not included".
  When we followed up on the call in question, we were able to confirm that the representative clearly informed you that it was not mandatory and that if you did not want to take it there was no problem or commitment, that the decision was entirely up to you.
  Unfortunately, when you made the decision to end the call you did not allow us to clarify your doubts and answer all your questions.

• Initial Complaint

  Date:06/21/2024

  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.

  Yesterday my daughter called the radio station and won the price and they called her later asking for $299.99 saying that was the admin fee and hotel stay ground transportation and meals were included then she told them her age and they ended up talking to my dad they said they will call today and while talking to them I refused to provide my credit card number since it all seem odd and to speak to some other department he was saying will be able to advise further a couple minutes later another guy came to the line and he suggested to check their website, (it showed not safe at the bottom of my cel) then their social media ******** only a couple of posts some interactions but little to not info there (no surprise there) then he proceeded to ask me to check the BBB thats when i realized this was a total scam since they didnt want to send me any info in writing for me to be able to read or check before giving out my number and in this BBB web I was able to read some of the claims already here, i disconnected the call so if you get a call from them trust your instincts and dont fall for it. Sad the radio allows the to do this.

  Business Response

  Date: 06/28/2024

  Good afternoon Ms. ***** thank you for bringing your concerns to our attention. We take all comments very seriously and try to resolve any problems as soon as possible. Unfortunately you did not activate the vacation package but let me clarify a few points: At no time do the participants call the radio, the commercial clearly states the name of the company that is delivering the vacation package and the phone number where they should call to participate,then they are contacted by some of our representatives and that is when we explain what the vacation package consists of and if the customer agrees, the formal delivery of the package is made, otherwise no process or charge to your card is made.
  Although you do not mention, in your complaint, the age of your daughter, we understand that she must be a minor, that is why the presence of an adult was required to explain and deliver the vacation package.
  Regarding the payment you mention, at the end of the commercial it clearly states,"certain charges apply airline tickets are not included".
  We regret any confusion during your call. We are reviewing our procedures to improve clarity and transparency.

• Initial Complaint

  Date:06/07/2024

  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.

  total Scam, i can not believe the Radio lets them advertise their services. You paid an amount, in my case $399.000 for some vacations deals. but oh surprise, try to book something and you need to pay again. You need to pay for them to activate your certificate you need to pay get a reservation guarantee you need to pay taxes you need to pay cleaning. And you can not see the hotels before you pay and wait until you paid all the extra fees they dont tell you, the hotels are horrendous! I feel so sorry they all psnish speakers doing this to their own community. I have paid an extra $100 to be able to book my own vacations on their website. and everyime i tried to book something that is showing available, susprise is not available anymore.

  Business Response

  Date: 06/17/2024

  Thank you for your time and for allowing us to clarify the additional charges related to your reservation. As I explained, the additional charges are due to our policy requiring payment for the full days of stay, even if you only stay for 4 days.
  
  
  As an apology for any inconvenience, we have offered you an additional certificate for 8 days and 7 nights, with a 12-month extension, so you can plan another vacation and enjoy a longer stay. Additionally, since you still have another destination available, we have provided you with another certificate, which you can use by calling before November 9, 2024, the expiration date of the vacation package.
  
  
  I'm glad to hear that your first reservation, scheduled for this weekend, is confirmed and that you are satisfied with the proposed solutions.
  
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us.