Complaints

This profile includes complaints for Club Med Sales, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Club Med Sales, Inc

  6505 Blue Lagoon Dr STE 225 Miami, FL 33126-6011

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  Club Med Sales, Inc

  4500 SE Pine Valley St Port Saint Lucie, FL 34952-6125

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:03/31/2025

  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.

  We suffered harm, health issues and trauma related to a *********** med hotel room with bed bug and mold infestation. Our child was assaulted by a guest in his hotel room and Club med did nothing to help

  Business Response

  Date: 04/09/2025

  We are receipt of Ms. ********** concerns to the Better Business Bureau. Upon review of her concerns, she has already been in communication with our ************************** regarding the alleged incident involving her daughter. Ms. ******** will need to continue to work with the ************************** as this sensitive situation cannot be resolved through the BBB. She may contact our ************************** at ***************************** or **************. We are very sorry that Ms. ******** and her family's vacation was affected by this alleged incident. We hope that her situation can be resolved swiftly. 

• Initial Complaint

  Date:03/10/2025

  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.

  Our family stayed at *************** (******************) mid-November 2024. During our stay heavy rainfall resulted in flooding of the resort and back-up of the resort septic system and all plumbing. For 2 of the nights of our stay we were up multiple times in the night bailing f**** contaminated water from the toilet to the bathtub in order to prevent the toilet from overflowing all over the bathroom floor and the rest of our unit. For 2 days we could not use any plumbing in our unit without it causing another plumbing overflow. This was not just our unit that was affected - almost every unit on the premises had plumbing and flooding issues. Maintenance was not available to assist, and nobody responded to multiple requests for assistance until the worst of it was over. This simply ruined our vacation and we are demanding a REFUND FOR 2 nights where we were literally scooping toilet water to stop our entire unit from being destroyed. In addition, we were trapped in our unit managing towels at the front door which were blocking water from flooding into the unit through the front door. We could have kept the towels blocking the front door acting as a dam and gone out the back door, but the lock didn't work when exiting the back doors, despite my requests from maintenance to fix it on the day of our arrival.

  Business Response

  Date: 03/11/2025

  We are in receipt of Ms. ******* complaint to the Better Business Bureau. The flooding incident due to days of inclement weather at our Miches ************************ resort in November was a truly a regrettable experience and we apologize for the terrible experience Ms. ******* and her family had. Please accept our apologies for the lack of service that was provided by our team and for the many issues you had with your accommodations. As requested, we will refund two nights of your stay which totals $1526.85 CAD. Our Guest Relations team has already processed this refund with our accounting team. You can expect the refund within the next 2 weeks. In addition, as we advised in our response to you today, you also have a future travel credit in the amount of $2,290.26 to use towards another Club Med resort. Again, we apologize that your experience was not what you had hoped for on your vacation. We hope that you will allow us to provide you with a wonderful vacation experience in the future.

• Initial Complaint

  Date:01/10/2025

  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 Club Med Guest Relations,Club Med advertised this resort to be 5 star, a place of safe happy haven. However, my recent experience was far from that. The G.O team can use some customer service training. My buggest and major concerns has to do with my safety at the resort. One of your G.O **** who ia the sports manager at the wing foil water sports department made sexual advances at me on day 1. But when I did not reciprocate, his demeanor changed. He became verbally aggressive, yelled at me and raised his voice when I asked him questions about wing foil. His reply was "I don't have time for this". When I fell off the board and drifted far out in the ocean, he and his team members did not come with the boat to rescue me. I thought I was going to drown and die from exhaustion as I had to swim back to shore. They did not have any regards for my safety. These are my honest assessment, perceptions and personal experiences during this trip. ******* CEO needs to be aware about this matter and take actions. I'm Requesting a FULL REFUND in the amount of $2796.62. Best Regards,******** *** Tel ************

  Business Response

  Date: 01/13/2025

  We are in receipt of *** ***** complaint to the BBB. Our Guest Relations team responded to *** ***** concerns in August of ********************** ******************************* and advised that her concerns were taken seriously and based on the information and statements that were gathered, including those provided to *** *** and the parties involved, there was not sufficient evidence to conclude that **** engaged in any alleged inappropriate behavior or misconduct. *** *** was advised at this time that due to our investigation there would be no compensation granted. *** *** responded that she did not feel that we did our due diligence and put enough effort into our investigation. We responded again that we apologize that she did not feel that we took her concerns seriously and that we assured her that all resources available to us were reviewed carefully and thoroughly and there was no wrongdoing found. However, if she had further information to provide to us, we would be happy to review. *** *** responded that she has text messages to prove these allegations and would be providing them to her lawyer. As she was claiming to take legal action, we expected that our legal team would be hearing from her lawyer the case was closed with Guest Relations. Legal claims are not handled through the ************************************ There was no further correspondence from *** ***. 

  As *** *** is requesting compensation due to the alleged incident with ****, she will have to work with ******************************* to launch a claim so that they may determine if there was alleged wrongdoing and if compensation is warranted. *** *** is welcome to provide any of the text messages or additional information she has to Tristar directly. Our ************************** will be sending her contact information for Tristar this week so she may contact them.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22792622
  
  I am rejecting this response because:

  Club med and guest relations have not done their due diligence in the investigation.  They labelled the incidents as merely a misunderstanding.  As a life long member of club med since 2001, I'm compelled to bring issues of safety, sexual misconduct and retaliation to your attention in the hopes that you take this opportunity to coach your GOs.  Instead, you denied any wrong doing and have protected this employee **** and your establishment just to save $2,916.62. 

  As a female guest, I was put in a position of sexual misconduct by **** to the point that I had to politely decline Mr. **** sexual advances.  During my vacation, everyday I was afraid of repercussion and retaliation if I said NO to his sexual propositions.  **** was your instructor in a position of authority and I was a vulnerable guest at your resort.  He neglected my safety after I declined his sexual advances.  His sexual propositions and neglect of my safety created an unsafe situation and stress during my vacation.  This is a serious matter and I ask you to take my concerns thoughtfully.  I strongly urge your team and establishment to conduct an in **** investigate of the incidents and I hope you will do the right thing.     
   
  Sincerely,
  
  ******** ***

  Business Response

  Date: 01/14/2025

  As the previous response advised, Ms. *** will be referred to our Tristar risk management group for the alleged complaints against ***** ******* will launch an investigation into the allegations and determine if compensation is warranted. Club Med Guest Relations has sent Ms. *** an email with *******'s information so she may contact them at any time. We highly recommend that Ms. *** contact Tristar.

• Initial Complaint

  Date:12/12/2024

  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.

  In July of this year **** ******** purchased a trip with *************** to be taken in January of 2025. On November 18th **** suffered a heart attack, four days later he went into *****, and two days later had an *** placed, all at the age of 47. Less than a week of bringing him home from the hospital he suffered a stroke. He was released from the hospital December 8th and had his appointment with the neurologist on Tuesday, December 10th, where we were told that he was not allowed to fly, or to leave the country. This morning, December 12th, I contacted Club Med to inquire about what our options were. I asked if I could delay the trip, they said no. I asked if they would refund the trip, they said no. I asked if we could pay a cancellation fee and receive a partial refund to which they also said no. I explained the current situation, which they said they see all the time, and that it was not their problem, and they refused to help me resolve this issue in any form.

  Business Response

  Date: 12/16/2024

  Thank you for contacting the BBB regarding your upcoming reservation to Club Med Quebec Charlevoix. We are very sorry to read of Mr. ********** recent medial situation and hope that he will make a full recovery very soon. Since Ms. ****** has sent this complaint to the BBB, we have been in contact to offer some flexible options as follows:

  -Revise to a different date at no land fees and we will price protect the new dates (subject to airline fees)

  -Offer a future travel credit in the full amount of the land cost (subject to airline fees)

  -Refund the land cost at 50% (subject to airline fees)

  Please understand that the package as a whole is completely non-refundable which was detailed in our terms and conditions and sent to Ms. ****** when the booking was confirmed in July. We completely understand that there has been a medical situation, and we are willing to make a large exception to the Club Med non-refundable policy; however, we have no control over the airline policies or the fees they will charge. Our offer is for the land portion only of the reservation, and any airline fees and/or credits the airline may offer are at the sole discretion of the airline. We understand that this may be frustrating to Ms. ******* but under no circumstances is Club Med obliged to absorb any airline costs. 

  Again, we apologize for any frustration this has caused. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22677537
  
  I am rejecting this response because:

  I have reached out to ClubMed on the four seperate occassions requesting an email confirmation of our agreement to allow for a travel credit in the full amount of the land cost to be used by July 17th, 2025 with a flight change fee of $100 per person. They have failed to provide this after multiple attempts and I am concerned that being just 13 days away from travel that they have no doing intentions of so.

  I contacted them on 12/17, 12/18, 12/19, and 12/27. They cannot provide me with a credit number, transaction number, or booking number of any kind.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/07/2025

  After reviewing Ms. ******** reservation and the notes in the file, there were several calls between Ms. ****** and Club Med. We apologize that there was some back and forth, but at this point her case is resolved. Per the notes Ms. ****** did take our offer of a future travel credit which again was an exceptional offer give her personal circumstances and the fact that her reservation was 100% non-refundable. It is also noted that the airline also allowed for a credit to be used by July 17, 2025.

  The Club Med future travel credit would then have to be created and issued by our Guest Relations team who handles all correspondence in order in which it is received, and an email would be sent to Ms. ****** advising the details of the credit. We understand that this can be frustrating; however, as this is an exception that is being made to our normal revision and cancellation policy and we are under no obligation to make this exception per the terms and conditions, Ms. ****** agreed to when she confirmed the reservation, we appreciate that Ms. ****** could allow us some time to complete the credit process. However, as she threatened legal action, we had our Guest Relations team move her case and her credit of $9,474 was finalized. On that same day, ***** ******** called in to inquire about booking a new trip just for himself on February 1-8, 2025. This case is resolved, and no further action is needed. 

• Initial Complaint

  Date:11/28/2024

  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.

  The room was full of ******* was too humid.The staff did not care when I explained that the room was humid and there was ******* was evident that a flood had happened and there was too much moisture in the walls and room. The bed was damp, everything was damp.All my clothes came back damp. Along with myself, my wife and 3 year old daughter having a cough.This is how damp it was, the ink on my passport was damaged/faded after being in the safe for the week.Another complaint that I have is that the security positioned on the far left of the beach, in a hut made remarks to my wife to lure her into the hut. Blocking her way at one point, asking for her room number and phone number. She felt unsafe after this harassment by a person in a position of power.After not having our initial complaints resolved we did not feel safe or comfortable bringing this harassment up while at the resort and were very happy to leave.

  Business Response

  Date: 12/05/2024

  Dear Mr. ******************* you for contacting the BBB about your recent vacation to Club Med Miches ************************. We are disappointed to read that your vacation was not trouble free. Our only hope is that your time with us is relaxing, and that you and your family share in amazing experiences. As you reside in ****** and your booking was made through the ************************ we ask that you please contact the Canadian Guest Relations team at ********************************** so that they may address your concerns. The team will respond to you as quickly as possible, but please allow 4-6 weeks for a response as the team will work all correspondence in order in which it is received. 

  Again, we are very sorry that your experience was not pleasant. We hope your concerns can be addressed satisfactorily and that we can welcome you to another Club Med in the near future to demonstrate that your experience was the exception to the rule. 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22616313
  
  I am rejecting this response because: I do not wish to contact another part of the business and wait 4-6 weeks for a response, feel free to escalate this to the correct department if you need.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/06/2024

  Dear Mr. ****************** complaint has already been forwarded to ******, Guest Relations on your behalf. This is the appropriate department to handle your complaint. We suggest you also follow up with that department to expedite your concerns. Unfortunately, your concerns cannot be resolved through the Better Business Bureau. We apologize for any inconvenience this may cause, but you must manage your concerns through the correct country and department. 

• Initial Complaint

  Date:07/04/2024

  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 May 24, 2024, we purchased a vacation from Club Med to stay at their resort in ******, ****** from July 3 to July 7; both the airfare and the hotel stay was included in the vacation package. We purchased a stay in an ocean-facing hotel room. The reservation included myself, my husband, and our eight-year-old daughter.On July 2, 2024, my husband discovered that Hurricane ***** was going to strike ******. Upon learning this, he contacted Club Med twice to request reschedule our stay, who said that the stay was both nonrefundable and could not be changed. However, the contract gives Club Med the right to change the vacation package. Specifically, it says that, "In the event of force majeure, including but not limited to strikes, lockouts, riots, weather conditions, mechanical difficulties or for any other reason whatsoever, Club Med Sales, Inc. and the Operators may at any time and without prior notice cancel, advance, postpone or deviate from any Vacation package..." This was pointed out to Club Med representatives more than once, but they refused to make any changes. Since we did not want to risk injury or death from the hurricane, particularly since our hotel room would be facing directly into the hurricane, we decided not to go on the vacation. After the flight had already left, I contacted customer service and guest services again, and they continued to refuse to reschedule our vacation.

  Business Response

  Date: 07/08/2024

  We are in receipt of ******************************** complaint to the BBB. We apologize that **************************** did not find our options to be satisfactory in regard to Hurricane *****. First, it's important to note that there was no force majore at any time with our resort in ******. The hurricane did move past our resort (no direct hit), but our resort remained open the entire time and we have sustained no damage or experienced any issues, only rain and some wind. Secondly, his airline United did not cancel his flights and per their policy is also not offering any refund. His flight departed as normal, so the only option he has is to revise to new travel dates to be completed by 14Jul24 for the same destination in the same cabin. It should be noted that Club Med does not control airline policies, so we are unable to override any options that the airline is providing. 

  We have been in contact with **************************** to provide him this information and to provide an exception to allow him to revise his booking or he may take a future travel credit for the Club Med land portion of his reservation. Again, the airlines have their own policies, and he will need to work directly with United if he is not satisfied with that they have offered. At this point we have been quite flexible and offered all that we are able to on a non-refundable booking. There will be no further exceptions made.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21941639
  

  On July 8, the same day as Club Med (CM) responded to this complaint, we talked to CM representatives. CM offered to either reschedule our trip in such a way that we would return to ***************** on or before July 14 or take a credit for the hotel portion of the trip,which was $2,571.72. Since both my husband and I work in service fields, and we planned this vacation months in advance, we could not make this reschedule work on such short notice. As such, we had no real choice but to take the travel credit of $2,571.72.
  

  We asked what could be done about the flight costs, which represented $3,425.46 of our purchase price. According to the representative, CM staff had been in touch with personnel from ****** Airlines (the airline that would fly us to ******) (UA), and CM staff were told that customers should call UA to speak with a supervisor about travel credits or refunds. Although my husband was previously told by UA that only CM,as the purchaser of the ticket, could make any modifications to the ticket, we accepted this advice, and my husband called UA. We were also advised to contact CM **************** to get a breakdown of the costs.
  

  Afterward, my husband contacted UA to speak to a customer service representative. He was told that the ticket was a bulk-purchased ticket, and that UA did not know the price of the ticket;only the taxes paid on the ticket. We were told that because the travel agency,i.e., CM, did not cancel our ticket, we were marked as no-shows. Since they cancelled our tickets when we did not make the flight, there is no more value on the tickets to be credited or refunded. My husband was advised to contact ****** Customer Care, and explain our situation, which he did (the acknowledgement of this contact with UA is attached to this response). He also followed up with CMs Guest Relations to inform them that their suggestion of contacting UA did not work (also attached to this response).
  

  This brings us back to the original problem, which is why we are rejecting CMs response. On July 2, we tried to have our trip postponed. There could be no confusion about our intent;my husband called twice to make sure that CM staff understood what we were asking for. My husband contacted UA, which told him that only the agency could make any changes. We did our best to preserve the value of our tickets.However, CMs refusal to make any changes, in light of the hurricane that was forecasted to strike ******, caused us to lose out on the opportunity to save the flight costs involved in our trip.
  

  To specifically address CMs response, the contract allows CM to postpone vacations for weather, or for any other reason whatsoever. My husband pointed this out to CM staff during his calls. All CM needed to do was declare force majeure, which we would not have contested. Rather, we would have accepted the postponement, and CM staff knew this. Regardless of the actual impact ***** had on Cancun or CM Cancun,multiple weather reports stated that it was going to hit ****** as a Category 1 or 2 hurricane. It is only on the reports at the time that we could base our decisions, not the future state of affairs, which were unknowable. It should not be up to CM to decide whether conditions are safe enough for our family to visit; only we should be in charge of those kinds of decisions. Had the situation become more dangerous than CM anticipated, CMs apologies and consolations would not have been satisfactory.
  

  We know that CM does not control airline policies, which is why CM should have cancelled the flight when we called on July 2, to save us the money. We are not experts in UA flight policies; as a travel agency, CM is supposed to be experts in UA flight policies. Even if we were, and knew the exact right actions to take, UA would have rejected our request, since only CM could make those changes, which it chose not to do, costing us $3,425.46. Thus, to say that we need to work directly with UA if we are not satisfied merely shifts the blame; CM had the ability to prevent our loss of money, but chose not to do so.
  

  Frankly, we want the entire $6,267.18 refunded (this is comprised of the $3,425.46 in flight costs, $2,571.72 in hotel fees, and $270.00 in administrative CM fees). At this point, even if we use the credit from CM, we are not confident that we will be treated well. CM knows our names, and could easily interfere with our stay in any number of unforeseeable ways. This is on top of hours of phone calls and being placed on hold as we have tried to resolve this issue through CM and UA.

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

  Business Response

  Date: 07/19/2024

  We apologize that United is not willing to make any exceptions or offer any resolution; however, it is clear that Club Med has made an exception to a completely non-refundable reservation to try to rectify the issue in good faith by offering a future travel credit. Again, we cannot control the airline booking rules and as the flight did depart that *** make them less willing to make exceptions to their policies. It is a false statement that Club Med is in an expert in airline policies, nor do we advertise this on any of our platforms. We offer to book flights as a convenience for our customers, but it is done as a 3rd party customer of the airlines, same as if our customers were to book their flights directly with the airline. Unfortunately, we are not airline experts and would have to reach out to the airline directly for assistance in any sort of situation. We are only experts in the product we sell which is our resort properties, Club Med Sales, Inc. It is also notated on the documents they received (attached) that they must stay in contact with the airline directly for information.

  Please check in at airline ticket counter 2 hours prior to departure.
  IMPORTANT: You will only receive airline tickets if paper tickets are required for travel.
  E-ticket receipts are not issued. Please present your Club Med voucher for check-in. =
  The traveler is urged to contact the airline directly for check-in, gate information, seat requests, meal requests and baggage regulations. Baggage fees
  *** apply and are the traveler's responsibility, please contact your carrier or visit our website for applicable fees. It is the travelers responsibility to
  reconfirm flight times with the airline prior to departure.

  After reviewing each call between the Breismeister's and Club Med there was never a moment where they asked to cancel their reservation. The conversations centered around their frustration with our terms and conditions and wanting Club Med to modify their contract specifically, so they had the ability to reschedule. Which at this time they were reminded that they purchased a non-refundable package (stated on the document attached). At no time was the request made to cancel their reservation, which would also cancel their flights. We cannot make assumptions on how our customers want to handle their reservations, especially as the flights and resort were still operating as normal, so it must be specifically advised to us how they would like to move forward. On the morning their flight was to depart (July 3rd), **** advised our reservation agent that they never checked in for their flight and she didn't know if the airline had cancelled their flight. Once we received the BBB complaint and reached out to the Breismeister's to try to rectify the situation, our supervisor was told that they could not speak to her then as they were "on a beach in ****** and can we call you later? Can we reschedule this call to ***be 10am tomorrow (Saturday)." There was further delay on their end to try to resolve the situation, not on Club Med's side. Our supervisor agreed to and called them back on Saturday. 

  Once again, there was no force majore. The airline was operating as normal, our resort was open and operating the entire time as the storm passed south of our resort. We will not be providing any refunds. The offer of the future travel credit stands and is our final offer. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21941639
  
  "It is a false statement that Club Med is in an expert in airline policies, nor do we advertise this on any of our platforms. We offer to book flights as a convenience for our customers, but it is done as a 3rd party customer of the airlines, same as if our customers were to book their flights directly with the airline."
  First, as a travel agency, it is incumbent upon Club Med to be experts in the airlines that they deal with. It is not reasonable for Club Med to expect its customers to be more knowledgeable in airline policies than itself, a company that holds itself out as a travel agency.

  Second, we never even received the tickets or Uniteds terms and conditions, since Club Med was the purchaser,and they did not send us the terms and conditions. We would have no way of knowing what steps we could take without that. Third, Club Meds latest response does not address the undisputed fact that we had no ability to make any changes to the ticket; only Club Med had that power, which it refused to exercise.Finally, if it was a third party that booked the flights, then we needed to be told that on July 2nd so that we could contact that business and try to postpone the flights.

  "Unfortunately, we are not airline experts and would have to reach out to the airline directly for assistance in any sort of situation."
  As far as we know, Club Med made no efforts to reach out to the airline for assistance with our case. We have no information that Club Med attempted to make any changes, and our information from United is that the flight could have been changed, if acted upon on time.
  

  "It is also notated on the documents they received (attached) that they must stay in contact with the airline directly for information."
  We did. We were in contact with United on July 2, the day before we were supposed to leave. We were told that only Club Med had the power to change our reservations. Club Med refused.
  

  "After reviewing each call between the Breismeister's and Club Med there was never a moment where they asked to cancel their reservation. The conversations centered around their frustration with our terms and conditions and wanting Club Med to modify their contract specifically, so they had the ability to reschedule."
  Regardless of whether we asked for postponement or rescheduling, either option would necessitate cancellation of our current tickets. My husband pointed out that they had the power under the contract to do that on July 2, but Club Med refused to do so. That Club Med is relying on semantics is quite telling.
  

  "Which at this time they were reminded that they purchased a non-refundable package (stated on the document attached). At no time was the request made to cancel their reservation, which would also cancel their flights. We cannot make assumptions on how our customers want to handle their reservations, especially as the flights and resort were still operating as normal, so it must be specifically advised to us how they would like to move forward."
  Same as above. We asked for the flight to be postponed. We were not asking for our package to be refunded at that time, but rather to make our trip on a later date, after the hurricane. My husband called Club Med a second time on July 2 to ensure that Club Med understood that we wanted to postpone in light of the incoming hurricane. I called separately to ask for the vacation to be postponed, and was hung up on.
  

  Thus, reference to the non-refundability of the flight is irrelevant. Saying that Club Med Can not make assumptions on how customers want to handle their reservation is simply shirking responsibility. We told them that we wanted the flight postponed, but Club Med decided that they did not want to make any changes whatsoever. Club Meds Guest Relations has emails from my husband from July 2, stating in no uncertain terms that we were asking to postpone, not to get a refund. He sent these emails at Club Meds suggestion.
  

  We were encouraged to come to ****** because the hurricane might not hit ******, and because the buildings there were hurricane-resistant. Club Med representatives made no effort to inquire into what alternatives would work in light of the hurricane; all of their efforts were focused on getting us to go to the vacation, against our protests regarding safety.
  

  That is Club Med putting their bottom line over our safety. The hurricane just as easily could have hit Cancun, which several news reports on the 2nd said that it would. If we had been injured or worse during our stay, there is no amount of money that would have made up for our losses.
  

  "On the morning their flight was to depart (July 3rd)..."
  Club Med keeps on referring to efforts on July 3rd, but never refers to our efforts on July 2nd, when we asked for the trip to be postponed.
  

  Regarding their call to us on July 5th, it is true that we were on a beach in ******. July 5, 2024 was our 10th wedding anniversary. Since we could not safely travel to ******, we tried to salvage something out of the day, and decided to go to ******. We were called in the late afternoon, and, we were not in a position to make a decision at that point. We would need to check our schedules, contact our employers,assess our workloads, etc. We were not in a position to do this while in ******, over 100 miles from our home. We did not refuse to talk to Club Med, we were simply not in a position to have a conversation about the choices; rather we asked them to give us a call the next day. To charge us with delay is absurd, given that we contacted Club Med in advance to try to postpone our vacation, which Club Med refused to do.
  

  "Once again, there was no force majore."
  Under the contract, force majeure may be declared by Club Med, "for any other reason whatsoever." This clause is intended to protect Club Med and also allows Club Med to postpone vacations for literally any reason. However, it means that Club Med had the authority to make changes to our vacation package.
  

  If Club Med had declared force majeure, we would not have opposed it. We asked them to invoke it, in fact. Any claim that our vacation could not be modified is simply incorrect in the face of the plain language of the contract.
  

  If there is to be a further response from Club Med, we would like my husband's phone calls from July 2nd to be addressed in that response, and an accounting of any communications between Club Med and United to be described. Otherwise, to blame us for Club Med's inaction when our request to postpone our flight was made clear to Club Med is not reasonable.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair 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.

  From April 4-18 of 2024 my family of four, including two toddlers went to Club Med Miches. We paid almost $27,000 CAD. For the first 4 days, we encountered nothing but problems with our room. This included air conditioning not working and during the day the room reached 29 Celsius and at night it never went below 25. The Fridge didn't work and we needed to store Baby milk. There was a point where we did not have hot water. Finally, after 4 days the issues got resolved but it caused a lot of stress and a lot of sleepless nights due to the heat. At the resort, we spoke to the chief of the village and all he could do was offer a discount for any future vacations we take with Club med. He said he submitted an official Complaint to guest relations and upon return, I also sent a complaint to guest services. We were seeking a 20% refund for these horrible 4 days. We have not heard from anybody. It is time that people understand that Club Med is not a reputable company that cares about its customers.I would like someone to reach out to me so we can get this issue resolved.

  Business Response

  Date: 06/27/2024

  We are in receipt of ************************ concerns regarding her recent stay at our **************************************. We are very disappointed to read the issues she and her family had while staying with us. We understand that the issues were resolved, but it's clear that it affected the enjoyment of their vacation as there were several problems and a room change could not be made. A future travel credit was offered as a gesture but refused. In order to demonstrate that we take ************************ concerns seriously we will provide a refund in the amount of 20% of the land value which equals $4435.86. Please allow 7-10 business days for the refund to appear on her credit card statement. We hope that ******************** understands that her experience was the exception to the rule, and we do hope that we can welcome she and her family to another Club Med resort in the future. 

  Customer Answer

  Date: 07/04/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/20/2024

  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.

  Club Med charges membership fees which are good for 1 year. I purchased my 2nd vacation to be completed within 11 months of the first and thought that my membership was still active, but I'm being charged a second membership fee for the 2nd travel.

  Business Response

  Date: 04/22/2024

  To whom it may concern,

  We are in receipt of ********************** concerns regarding the membership fee costs. Membership fees are valid from the day the reservation is confirmed and are good for 1 year from that date. Club Med memberships are not valid from the date you travel, they are valid from the day the reservation is confirmed. The reason they are valid from the day the reservation is confirmed, is due to the travel insurance that is included in the membership fee. This is in case there is a need to cancel the reservation prior to departure for a covered reason and a claim can be filed for possible reimbursement. In order to not have to pay membership fees again, you must book AND travel before the membership expires in order to not have to pay the fees again. 

  In ********************** case, she is traveling to our ******************** in June of 2024, her membership would have expired May 16, 2024, so her membership would not have been valid by the time she departed for *************. This is why she was charged membership fees. Now that she has paid her membership fees, her membership is valid until May 16, 2025. She must book and travel prior to May 16, 2025 in order to not be charged membership fees again.

  We apologize this was not made clear by the reservation team when she made her reservation on April 20th. Please understand that if there was an error, we would certainly refund the membership fee costs, however, there has been no error. 

   

• Initial Complaint

  Date:03/21/2024

  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.

  As a loyal long-term customer of Club Med (for over 20 years) who referred dozens of ******** customers to you over the years, I would like to know why they are scamming their loyal clients in collaboration with ******************? On March 9, 2024 I booked for my family ******************** resort for March 2025, and opt for their new Tugo ***************************** offer at the time of booking (online). Shortly after booking, I contacted Club ******************** and asked them to switch the resort from *********** to *****************. I was told that there is no problem to do so but I will be "losing the insurance primum I paid " as the insurance cannot be transferred to another resort. This is $476! Nowhere during the online booking process is it mentioned that the insurance premium is untransferable.Same for the reservation Terms and Conditions and the "Tugo" policy sold by Club Med, which was only sent to me AFTER the booking was completed and paid for (On the Certificate of Insurance it is only mentioned that Refunds are not available). I clearly do not ask for a refund. I just ask that the insurance premium I paid be honored for my ***************** booking. I sent an email to Club Med Reservation and Sales about this issue and the answer I got was:The Insurance is not refundable or transferable, any changes whether its changing dates, resort or people booked on the file necessitates the repurchase of the insurance. The Club Med Reservation and Sales email did not include any proof whatsoever that such a policy was communicated to me at the time of purchase (or even after purchase was made).I have asked to bring this issue up to ******************* but got ignored.

  Business Response

  Date: 03/27/2024

  We are in receipt of ********************** complaint to the BBB. We apologize for the frustration he is experiencing with ************** and their policies. Please understand that we sell supplemental insurance as a third-party provider. We have no control over the policy rules that TuGo puts in place and must abide by their rules. As a specific policy was purchased for our resort ***********, that is not a policy or cost that can be transferred to another resort should the customer decide to travel to another destination. Policies are created for that specific booking/dates. Should the customer want to change their destination or dates, this would mean the previous policy is null and void and a new policy must be purchased for the new booking. This is not fraudulent; this is very typical for insurance policies. It is not required that ****************** re-purchase the supplemental insurance on the new booking as it's voluntary, however, the policy that was purchased for *********** is non-refundable and non-transferable. However, as we value ****************** and his family and want to ensure that he has a wonderful holiday next year, we have taken the liberty of adding the supplemental insurance on his new booking and absorbed that cost. Please understand that this is a one time gesture and should ****************** need to change destinations, dates, etc. again we will not be able to refund or absorb the cost of the insurance.

  We hope that this will resolve the issue and we wish ****************** and his family a great stay at *************************. 

  Customer Answer

  Date: 04/05/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/10/2024

  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 originally booked Club Med in ************* as a trip for 2 of ** in January 30 - Feb 5, 2022. Due to Covid ************* one of us we decided to postpone the trip and receive a voucher for future travel as we cannot re-enter ****** without 2 weeks isolation at that time and didn't want to be ill while traveling to begin with. We opted for the voucher, and sadly my Grandmother passed away later in 2022 and unfortunately did not permit us to travel during the 2022 season and into 2023. I contacted Club Med directly to ask if we can still use the voucher for a trip in early 2024, beyond the current expiration and the Consultant said he could not perform this over the phone, but to email their accounting department as they would likely ***** the use of the credit as a one time exception. I emailed the account as requested on December 31st Subject Line Booking #********* and received no response to that or a subsequent follow up. While I understand the voucher has expired as per Club Med's terms, the least someone could do is respond to an email and advise one way or another. I am quite disappointed in the Club Med lack of response despite our efforts to reach someone on this matter.

  Business Response

  Date: 03/13/2024

  To whom it may concern, 

  The credit in question was initially expired on December 31st 2023.  ******** **** Med will gladly extend this credit and allow the funds to be applied to a new reservation for travel in 2024.  Our ***** ******************** will issue this credit extension as soon as possible and respond to the guest directly with terms of its use.  We apologize for any inconvenience and look forward to getting a reservation on the books for our client. 

  Thank you, 

  *************************** - ***** Services/Travel **************** **** Med North America.