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:06/24/2025

  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.

  Before the pandemic, 2020, my husband and I had taken a vacation to some countries in ************* Booking US-EX2021043565). When it was time to go, 2021, the pandemic was high and we are mature couple (now my husband is 82 and I'm 72) we could not go with the risk of getting sick. We decided not to go and the company agreed. In 2024 the company contacted us to check if we wanted to make any trip. Unfortunately the health of my husband deteriorated and we decided not to take more trips. Exoticca agreed and on 12/15/2024 they asked for account #, name or the holder of the account and other bank information. On January 30, 2025, I sent the information required but in the account # instead of ********** that is my account number I didn't pay attention and I wrote *********. Since then started the problem, my Bank, ***** Fargo said that the system didn't receive the deposit because it didn't recognize the wrong account, it doesn't exist in the Bank. I got in touch with them and they do not want to track the money in their Bank: *********. I have an e-mail with the copy of the deposit. We do not have any ******** in *******, except a *****************. When I went there they explained that they can not help me; that the only one who can research for that money is EXOTICCA. I got in touch with them but they said they send the money to **************** and they do not want to investigate in their account or bank where the money is. I need your help to recuperate the money, my husband have been retired more than ten years and we really need the money. I have all the e-mails going and coming with EXOTICCA and I am open to any extra information that you could need. I do not know how to attach them to this document; if you send me an e-mail, I will forward them to you.Sincerely yours ******** *********** *******

  

  Business Response

  Date: 06/25/2025

  Dear BBB members,

  Thank you for giving us the opportunity to respond this claim.

  Please be informed that our ****************** has double-checked the refund status and confirmed that the refund was sent to the account number provided by the customer. The refund has not been returned, and the transaction was completed as stated.
  
  Proof of the refund has been sent to the customer, confirming that the funds are no longer under Exoticcas control. Given this, we are unable to issue a new refund, as one has already been processed.
  
  All relevant refund details, including the transaction information, have been included in the proof of refund. Should you require further assistance, please let us know.

   

  Bets regards,

  Exoticca

  Customer Answer

  Date: 06/28/2025

   
  Complaint: ******** located in Galleria 

   

   

   

   

   

   

   

   

  
  
  I am rejecting this response because:  my Bank, ********************* told me that the ***** Fargo system, not having that account number, automatically  rejected the deposit and returned the money to the sender.  Also, when I went to the *****************, they told me that the money, if it was sent, and if the ********************* didn't received it, the money, automatically, goes back to the account of the sender. Both Banks told me that EXOTICCA has to recall the *** transfer with both banks.  It will show them if the money was sent/ returned. The problem is that EXOTICCA doesn't have the will to track the money. They have to make calls and track the money. If the money was not received, it has to be somewhere, it cannot disappear!! Unfortunately ********* told me that I am not the owner of the account and I cannot do it. EXOTICCA has to do it.

  Anyway, on Monday I will go to ***** Fargo, one more time, and show them their explanation.  But the bank will tell me the same, the money is in their account.  There is   not  any **************** here in *******; the office which helped me is: City Private Bank,  Galleria Tower 1, ******************************************. ****************; but they cannot track the money after they rejected, it has to be done in EXOTICCA' office  of Citi Bank.  

  
  Sincerely,
  
  ******** ***** Peoples

  

  Business Response

  Date: 07/08/2025

  Hello BBB memeber,

  Thank you for your message and for the details youve provided.

  Please note that the refund was successfully processed and released to the bank details you provided. From our side, the transaction was completed without error, and there is no indication of a rejection or return of funds in our system. This has been checked multiple times by our finance team with the same outcome.

  As advised previously, any further investigation must be conducted directly with your bank, as Exoticca is unable to retrieve or track funds once they have been successfully released and processed.

  We recommend continuing to follow up with **************** and/or ********** as they will be best positioned to confirm the status and exact handling of the funds.

  As the customer already previously had email communication open with our customer service team, we recommend for any further proof documents needed to reach out directly.

  Regards,

  Exoticca

  Customer Answer

  Date: 07/10/2025

  We, my husband (***** *******) and I, (******** V. *******)  just make an appointment with our bank, ***** Fargo, to discuss the location of the money, because the money has to be in some place; it cannot disappear just like that.  I will let you know what is coming out from the meeting.

  Sincerely your, 

  ******** & ***** *******

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23512098
  
  

  We, my husband (***** *******) and I, (******** V. *******)  just make an appointment with our bank, ****************, to discuss the location of the money, because the money has to be in some place; it cannot disappear just like that.  I will let you know what is coming out from the meeting.

  Sincerely your, 

  ******** & ***** *******

  
  

  Customer Answer

  Date: 07/12/2025

  Dear BBB, here is the letter that I requested to The Costumer Request from *********************, signed by ****** ********, Regional Banking Manager, where she is letting you know that the bank didn't receive the money in any moment.  

  I really don't know what other proof or document you need to let you know that I never received the money.  If Exoticca USA  look in the bank account they will find the money.  The money cannot disappear only like that; it has to be in the Exoticca *** account, unless someone took it.  I am a Business  Administration graduate in my natal country and I have accounting  knowledge. The money has to be in any place.

  Thank you for the attention you are putting to this problem.  

  Sincerely yours, 

   

  ******** V. *******

  Customer Answer

  Date: 07/12/2025

  Dear BBB, here is the letter that I requested to The Costumer Request from *********************, signed by ****** ********, Regional Banking Manager, where she is letting you know that the bank didn't receive the money in any moment.  

  I really don't know what other proof or document you need to let you know that I never received the money.  If Exoticca USA  look in the bank account they will find the money.  The money cannot disappear only like that; it has to be in the Exoticca *** account, unless someone took it.  I am a Business  Administration graduate in my natal country and I have accounting  knowledge. The money has to be in any place.

  Thank you for the attention you are putting to this problem.  

  Sincerely yours, 

   

  ******** V. *******

• Initial Complaint

  Date:06/02/2025

  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.

  Please note that this late filing is due to stress/anxiety caused by a family member's serious illness.First, this Complaint has NOTHING to do with my passport but WITH EXOTICCA'S FAILURE TO RESCHEDULE MY FLIGHT. Exoticca offered a $150 voucher to settle this matter.I scheduled a trip to ******** from 10/17/2023 to 10/25/2023 through Exoticca. Upon check-in with Travel Air Portugal (TAP) at ***************** in ******** on 10/17/2023, I found I had brought an EXPIRED passport. I called Exoticca and asked to be placed on the next flight to ******** scheduled for the following evening (10/18/2023). I explained to Exoticca that I lived in ******** (3 hours from ***) and would be unable to go home for the passport and make the 10/17/2023 flight. At this point the original flight was still on the ground and hadnt begun boarding. (Attached is a phone log showing NUMEROUS calls to/from Exoticca on 10/17/2023 and 10/18/2023 regarding my need to cancel/reschedule.) Every time I called Exoticca, I got a different person and had to tell my entire story over again. I was travelling with a friend who was also trying to reach someone for me. In the meantime, I traveled by train back to ******** to get my passport, and then back to *** so I could get the flight the next evening. Unfortunately, Exoticca did absolutely NOTHING to cancel/reschedule my flight and I had to pay full price for the flight on 10/18/2023, which was approximately $1,191 and to purchase a return ticket for approximately $400 with another airlines. Per ***'s policy on cancellations, if the flight was made through a travel agency and not purchased directly from the airlines, the cancellation must be made by that travel agency, NOT the traveler. If Exoticca had rescheduled/rebooked my flight in a timely fashion while the plane was still on the ground and boarding hadnt begun, I would not have been forced to pay full price for another ticket AND purchase a return flight ticket.

  

  Business Response

  Date: 06/10/2025

  Dear BBB members,

  We must clarify that Exoticca is not responsible for ensuring that travelers have the correct travel documents. As per airline regulations, passengers must present a valid passport for international travel.
  
  It is clear in our terms and conditions that Exoticca will not be liable for any passengers who do not have the correct documents to fly.

  Flight tickets are a non-refundable service, so unfortunately we are not in a position to offer any refund as we have not recovered the funds and the rescheduling was not possible as per airline regulations.

  Should you require further assistance, please don't hesitate to contact us.

   

  Best regards,

  Exoticca

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23410607
  
  
  
  I am rejecting this response because:

  Of course, Exoticca isn't obligated to ensure the client has the proper travel documents!  THAT IS NOT THE ISSUE!!!  Exoticca does however have an obligation to assist the customer if there is a problem,  Changing my flight from 10/17/23 at 10:30 p.m. to 10/18/23 at 10:30 p.m. would have been a simple exchange for which I only had to pay a fee to reschedule.  Air Portugal wouldn't change it unless YOU contacted them and all I would have had to do was pay a compensation fee, not the cost of a whole new ticket!!  (Feel free to see TAP's policy on missed/cancelled flights.)  You are the travel agent - you are paid to deal with these situations.  The flight was STILL ON THE GROUND while I was calling and calling and begging you to change my flight but either I got no answer or I got a different individual each time I called and had to explain over and over what happened.  All of those calls and not one person would do what I requested.  That is terrible customer service.  You just washed your hands of me once I was at the airport.

  This is totally unacceptable.

  
  
  
  Sincerely,
  
  
  
  Donna Bowman

  Customer Answer

  Date: 06/24/2025

  In my response to Exoticca which I submitted just moments ago, I neglected to mention that this was merely an EXCHANGE of my ticket from 10/17/23 to 10/18/23 and "according to airline regulations", changing my flight was indeed possible. I would have had to pay was a service fee which was doable had Exoticca contacted the airline in a timely fashion.  I was not looking for a REFUND, just an EXCHANGE.

  Thank you.

  Donna Bowman

• Initial Complaint

  Date:05/28/2025

  Type:Order 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.

  May 25, my itinerary shows that "early check-in" included, shown in the paperwork provided by the supplier, also confirmed by the local guide on the 22nd meet and greet in ***** Upon arrival, the hotel did not honor our early-check-in, and the local guide wouldn't help I paid another hotel at my own cost, $295

  

  Business Response

  Date: 05/30/2025

  Hello BBB,

  We are writing to you in response for the review the customer from booking *************** left.

  We are sincerely sorry to hear about the inconvenience the customer experienced upon arrival in ******. While early check-in was not included as part of the official package, we acknowledge that it was incorrectly stated in the itinerary and that this miscommunication may have led to confusion.

  In recognition of this issue, we have already been in contact with the customer and taken steps to address the inconvenience directly.

  We value our customers and are committed to continuously improving our services to avoid similar situations in the future.
  

  Regards,

  Exoticca

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23390278
  
  I am rejecting this response because:

  I already provided the document provided by Exotica about early-check-in included, if this is a mistake, it's a mistake that Exotica has to honor

  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 06/10/2025

  Dear BBB members,

  Please note that Exoticca has issued a refund for these customers. We invite them to check with their bank to have more details about the refund.

   

  Best regards,

  Exoticca

  Customer Answer

  Date: 06/19/2025

   
  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:05/21/2025

  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.

  Request for Payment Injured Traveler, Unfulfilled Compensation Agreement Dear Exoticca Customer Service,I am writing regarding my recent trip to ************, during which I sustained a serious injury. I was assured by your representative, ******, that I would receive $1,000 in cash compensation and a $600 travel credit. Since receiving that offer in writing, I have made multiple attempts to follow up without any response. Phone calls go unanswered or are placed on indefinite hold, and ****** has ceased replying to emails.This is a deeply concerning breach of your stated commitment and basic customer service ethics.I am requesting payment and delivery of the travel credit as previously agreed.

  

  Business Response

  Date: 05/22/2025

  Dear BBB members,
  
  Thank you for giving us the opportunity to respond to this claim.
  
  First of all, we would like to sincerely apologize for the delayed response. Recently, weve been facing some technical issues along with a high volume of inquiries, which have impacted our response times. Our representative has sent several emails over the past few days, but it appears our customer may not have received them. We apologize for this inconvenience and want to assure you that we are actively working to resolve the issue.
  
  As previously mentioned to the customer, the refund was requested last week and may take up to 14 days to be processed. However, we have now requested that our Finance team prioritize this case, so the customer should receive the refund by the end of this week.
  
  If you require any further assistance, please do not hesitate to contact us.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 06/03/2025

   
  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:05/21/2025

  Type:Customer Service 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.

  Exoticca quoted $1348.00 on 3/25/25 for a flight change for our daughters family to travel on the same flight out as us. We questioned the cost increase and the customer service *** emailed that they would look into it and get back with us. The last correspondence we had was on 3/29/25 to my daughter with me copied, apologizing for the inconvenience and saying they would investigate. We never heard anything back subsequently, despite calls and another email from me on 4/24/25 asking what the delay was. On 5/19/25 my daughter called again and was told the cost for the change would now be $5,500.00. Today 5/21/25 I called and the agent said there is nothing they can do because prices fluctuate. The customer SHOULD NOT be responsible for the price fluctuation that occurred during the time that EXOTICCA IGNORED THE CUSTOMER and did not communicate ANYTHING since 3/29/25 when they said they would investigate the pricing inquiry, DESPITE our attempts to get a response. They apologize profusely, but that doesnt help. NO RESPONSE for over two months and we have no recourse - horrible customer service and business practices that need to be addressed. If someone would have gotten back with us on 3/29/25 and said they were sorry but the $1,348.00 increase had to stand we would have said, okay - appreciate you looking into the matter, make the change and we will pay. NO ONE GOT BACK WITH US LIKE THEY SAID THEY WOULD, DESPITE CALLS AND E-MAILS ASKING WHAT THE STATUS WAS. Exoticca should make this right and honor the $1,348.00 or make the change for zero cost because of the aggravation and time spent trying to resolve an issue that no one will take ownership of within Exoticca. I have never dealt with a company that has such poor customer service processes and communication. The worst part is that their poor processes and communication ends up costing the helpless customer a lot of money. That is just wrong, and someone should care about this?? Shame on Exoticca if they dont.

  

  Business Response

  Date: 05/22/2025

  Dear BBB members,

  Thank you for giving us the opportunity to respond to this claim.
  
  First of all, we would like to offer our sincerest apologies for the delayed response. Recently, weve been experiencing some technical issues as well as a high volume of inquiries, which have impacted our response and waiting times. We apologize for the inconvenience and want to assure you that we are actively working to resolve the situation.
  
  Regarding this particular case, following the customers call with one of our agents, we requested a new flight quote from our specialized team. As soon as we receive it, we will contact the customer to share the updated information.
  
  We kindly ask the customer to reply to the emails sent so we can assist her more quickly and effectively.
  
  Please dont hesitate to reach out if any further details are needed. Thank you for your time.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23359050
  
  I am rejecting this response because: Exoticca is missing the point. They provided a price for a flight change that we didnt feel should have been charged for in the first place. We questioned the additional charge and they said they would look into it. Two months went by with no response to repeated calls and emails inquiring about the status of their investigation, and then they finally respond and say the increase is now over $4,000 more than it was two months prior when they dropped the ball. Their excuse in the complaint response is that it took TWO MONTHS for their response because of technology and resource issues falls short. This is not a resolution of the complaint. Their poor communications and business processes should not result in the customer being burdened with the financial impact caused by their complete failure to respond and inaction. To resolve the complaint THE LEAST that Exoticca should do is honor the original price of $1,348 quoted and absorb the cost increase that occurred during their two months of investigation. That is what a reputable business would do.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/08/2025

  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.

  Paid extra $600 for two travelers for Lufthansa Premium Economy tickets. ********* confirms only Standard Economy tickets. Contacted Exoticca several times. We keep receiving a standard email response that the issue is under investigation. **************** is terrible -- nobody picks up the phone for a very very long time, and doesn't have any satisfactory answer. This has been going on for several months. The planned travel is to ****** and ****** in October 2025 from ******, ***Need help!

  

  Business Response

  Date: 05/09/2025

  Dear BBB members,

  Thank you for giving us the opportunity to respond to this claim.

  Please note that the customer contacted us on April 15th, 2025, regarding this matter. We would like to emphasize that, in order to ensure the best service for all our travelers, we prioritize cases based on urgencygiving precedence to those who are currently at their destination or whose travel begins within the next 15 days.
  
  As this trip is scheduled to begin in October 2025approximately six months from the time of initial contactthe case has not been treated as urgent, which has contributed to the longer-than-expected resolution time. We sincerely apologize for the delay; however, as noted, we must prioritize customers with more immediate ********************** needs.
  
  That said, our team has reviewed the customer's call with our sales agent, and we are currently in contact with the airline to determine the best possible solution. We expect to follow up with the customer in the coming days with further updates on the status of the case.
  
  We truly appreciate the customer's patience and understanding.
  
  Should you require any additional information, please do not hesitate to reach out.

   

  Regards,

  Exoticca

• Initial Complaint

  Date:05/08/2025

  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.

  On March 13; 2025 I booked and fully paid for an Exoticca trip to ******** and ********, ******. The cost of the trip was $5,720.00 USD. The following day, I purchased Cancel For Any Reason (CFAR) travel insurance from ******************* Unfortunately I had to cancel my trip and attempted to do so on April 6, 2025. The request was made using Exoticcas required online form. On April 7, 2025 I received a vague automated email that provided me with a case number but it never acknowledged my need to cancel the trip. The email did specify that someone would be in touch with me within five days. I did not receive any response for days despite repeated attempts to obtain a confirmation of cancellation as required by ******************* Because my trip was departing on April 26, 2025 Exoticcas refund policy was to provide me with a 25 percent refund. Twenty five percent of the total trip cost is $1,430 USD so I contacted my credit card company on April 17, 2025 to file a dispute for $1,430 USD. Soon after I initiated that dispute, I was contacted by someone at Exoticca. Their response to my filing that dispute was that they were no longer able to provide me with a confirmation of cancellation because of the disputed claim. By that time it was already too late to file a claim with Generali because **** claims must be initiated at least two days before departure. I explained that to Exoticca but all they offered me is a $200 travel credit for my next trip. I then told them that Id like to work out an amicable solution and yesterday they told me to file a dispute with my credit card company. I filed that dispute today but I am FULLY AWARE of the fact that Exoticca could have negotiated a fair and moral response to my request just as they have in other similar situations. I am submitting this request in the hopes that Exoticca will live up to their promise of being a top notch travel company and reimburse me in the amount of $4,290 USD. I AM NOT interested in a voucher.

  

  Business Response

  Date: 05/09/2025

  Dear BBB members,

  Thank you for giving us the opportunity to respond to this claim.
  
  Please note that, according to our records, this customer initiated a dispute through their credit card company. This dispute was resolved in the customers favor. Therefore, we believe the customer is not entitled to any additional refund.
  
  If you require further details, please let us know.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23306072
  
  I am rejecting this response because:
  
  The only funds credited to me by my bank were for the 25 percent refund I was entitled to as per their regulations. I lost ALL of the money I wouldve received through my travel insurance company because Exoticca was delinquent in providing me with a confirmation of cancelation. Their lack of response to my request to cancel my trip rests solely with Exoticca and therefore I feel that I am justified in asking to be refunded for the entire amount of the trip. 

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

  

  Business Response

  Date: 05/12/2025

  Dear BBB members,

  Please note that since a dispute has been initiated, the customer will need to follow up directly with their bank for further information regarding the matter.
  
  Should you need any additional details from our side, please dont hesitate to reach out.

   

  Regards,

  Exoticca

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23306072
  
  I am rejecting this response because:
  

  I believe that EXOTICCA should admit to the fact that they ignored a customers needs. That inaction led to the client losing the funds they could have collected from travel insurance. It seems a company should immediately provide proof of cancellation to those entities that require reviewing it  While I did file with my bank, I cancel that request at any time and settle upon something amicable. I'd also appreciate EXOTICCAs apology for their error.

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

• Initial Complaint

  Date:05/06/2025

  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.

  I booked a trip through Exoticca travel and part of the trip was changed by ***************. United refunded a portion of the ticket per the email: April 18, 2025 PASSENGER: ***** TICKET(S): *************, ************* REQUEST *********** Dear ***** ********:Were sorry your travel didnt go as planned. To make things right, we have refunded your ticket to the original form of payment.Please stay in touch with your travel agent. Were sending a refund check directly to the travel agency that issued your ticket, and theyll be able to give you information about your refund.I have contacted Exoticca and they are refusing to refund my money. Booking: US-EX2024321530 Hello, I hope this email finds you well. Unfortunately, since you did not cancel on time, we are not able to refund any of the amount for your trip.The trip is considered a no-show and according to our terms and conditions, you are not eligible for a refund from Exoticca.Please refer to our terms and conditions on our website:************************************************************ The amount was for ******.

  

  Business Response

  Date: 05/07/2025

  Dear BBB members,

  Thank you for giving us the opportunity to provide an explanation.
  
  Please note that, according to our procedures, when a customer is marked as a no-show, they are not entitled to a refund, as most services in such cases are non-refundable.
  
  However, in this particular instance, the customer handled the cancellation directly with the airline, which issued an exceptional refund. We have since informed the customer that we have requested the corresponding refund, with full details provided in the email sent on May 7th, 2025.
  
  If you require any further information, please dont hesitate to reach out.

   

  Best regards,

  Exoticca

• Initial Complaint

  Date:04/30/2025

  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.

  The tour guide breached the itinerary in our ******* Trip. As a resolution, Exoticca issued a $100 refund on January 15, 2025. However, I didn't receive the refund in my account after several months. I followed-up Exoticca and they confirmed that a refund was issued. However, it was sent to the original xxx0298 account which was closed in November 2024. Exoticca claimed that the refund would automatically be pushed to the new account *********. They provided a refund order reference number (**********ni). ********** Representatives claimed in the phone call (Apr 30, 2025) that there was NO refund made to the account ******* nor pushed to the new account *******. The refund order reference number provided by Exoticca does not mean anything to TD **** system. Exoticca has visibility to the new account ******** as transactions were made in November 2024 and March 2025. Exoticca should contact TD **** and resolve the issue to reflect to my account.

  

  Business Response

  Date: 05/01/2025

  Dear BBB members,

  Thank you for giving us the opportunity to respond to this claim.
  
  Please be informed that, following a claim filed through Exoticca, we offered the customer a refund, which was accepted. The refund was correctly processed on January 15th, 2025.
  
  The amount was credited to the card used for the original payment. Please note that every card is linked to a bank account, so even if the card has since changed, the funds should still be available in the associated account.
  
  We have already provided the order number and requested proof of the refund from our Finance team. As soon as we receive this document, we will share it with the customer.
  
  In any case, this matter is currently being handled by Exoticca. A dedicated agent has been assigned and is in direct communication with the customer.
  
  If you require any further details, we will be happy to assist.

  Regards,

  Exoticca

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23269456
  
  I am rejecting this response because the refund was still NOT received.  Exoticca Finance should contact ******* to sort the issue instead of passing it to the customer. I have given them the feedback that the bank doesn't recognize their reference number. 
  
  Sincerely,
  
  ***** Macarubbo

  

  Business Response

  Date: 05/06/2025

  Dear BBB members,

  Please be informed that Exoticca has already provided the customer with proof of all refunds related to the booking. These documents include important details such as the order number, refund amount, and transaction date.
  We kindly recommend reviewing these documents and contacting the bank directly, as they will be able to confirm whether there has been any issue on their end with the processing of these transactions.
  Should you need any further assistance or clarification from our side, please dont hesitate to reach out.

   

  Best regards,

  Exoticca

  Customer Answer

  Date: 05/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and received further emails from their representative. They provided faulty information that didn't match the accounts. After getting all the information, I found the refund. I consider the issue closed.
  
  Sincerely,
  
  ***** Macarubbo

• Initial Complaint

  Date:04/14/2025

  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 booked a trip with Exoticca to *************, ( ****, ********* and ******) this past November 2024. The tour is to start in June 2025. . In December, I emailed to Exoticca, a copy of my U.S Passport page, with my name and photo. This March 2025, Exoticca emails me and tells me that I have to pay them an additional $1275, for them to rebook the internal flights ( In *************), as Exoticca booked the tickets with my first, middle and last name. The name on my passport is my 1st and last name, Erie *****. Exoticca says that the name on the flight tickets has to match the name on my passport, Erie *****. Exoticca says that they have to rebook the flight tickets to my name as it is on my passport, which has a new charge of $1275, I don't think they are telling me the truth and waited till March, to scare me into paying another $1275.

  

  Business Response

  Date: 04/16/2025

  Hello BBB,

  
  Thank you for your contact. Please note that this booking was made on the phone with a travel expert who asked for the customer's name as per the passport. The information given was entered and repeated using the **** alphabet.
  As the name is different to the name that is in on the passport, the only option Exoticca has to ensure the passengers has no incidents when flying is to issue a new flight ticket whch has been quoted to the customer and we have not had any replies to our last 2 emails confrim if the passenger would like to book the new flight. Flights are subject to availability.
  Please view our terms and conditions ************************************************************, as Exoticca cannot be liable for mis-entered or mis-relied information when it comes to passports. These requirements are set by the airline and national aviation laws, not Exoticca.

  
  We have attempted to assist the customer with a solution.
  
  Regards,
  Exoticca

  
  

  Customer Answer

  Date: 04/16/2025

  Exoticca has responded saying......."  with a travel expert who asked for the customer's name as per the passport."   The travel person never stated ....... "as per the passport."   I am not stupid.   If the travel person asked what my name was as ......... "per my passport,"  of course,  I would have given my name on my passport  ( 1st  and last name, Erie *****).  I don't think Exoticca is beimg truthful here.  In December,  I sent Exoticca a copy of my passport page with my photo and name, ( 1st and last name) .   So, why does Exoticca wait until March to tell me of this name problem ?   Why won't Exoticca simply contact the airlines and make a name change on my tickets ?  I think all they have to request is to remove my middle name from the ticket.  Airlines would do this for no extra cost.  So , why is Exoticca saying that the airlines have to issue me new tickets for an extra $1275.  Because I am a senior, it looks like Exoticca is doing a scam on me to get another $1275 for the tour.   So , Please Exoticca !   Contact the airlines and make the name change on my tickets, to match the passport name.  This phone call could be done in a day, but Exoticca keeps waiting and waiting.  Perhaps they want to wait long enough,  to see if they can scare me into paying them a extra $1275.  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23204885
  
  Read by ********************* on 4/16/2025 12:17:00 PM
  Exoticca has responded saying......."  with a travel expert who asked for the customer's name as per the passport."   The travel person never stated ....... "as per the passport."   I am not stupid.   If the travel person asked what my name was as ......... "per my passport,"  of course,  I would have given my name on my passport  ( 1st  and last name, Erie *****).  I don't think Exoticca is beimg truthful here.  In December,  I sent Exoticca a copy of my passport page with my photo and name, ( 1st and last name) .   So, why does Exoticca wait until March to tell me of this name problem ?   Why won't Exoticca simply contact the airlines and make a name change on my tickets ?  I think all they have to request is to remove my middle name from the ticket.  Airlines would do this for no extra cost.  So , why is Exoticca saying that the airlines have to issue me new tickets for an extra $1275.  Because I am a senior, it looks like Exoticca is doing a scam on me to get another $1275 for the tour.   So , Please Exoticca !   Contact the airlines and make the name change on my tickets, to match the passport name.  This phone call could be done in a day, but Exoticca keeps waiting and waiting.  Perhaps they want to wait long enough,  to see if they can scare me into paying them a extra $1275.  

  
  Sincerely,
  
  Erie *****

  

  Business Response

  Date: 04/29/2025

  Hello,

  
  Thank you for your contact.

  Please note that during the booking process, the sales experts are required to request the personal details as written in the passport and confirm with the **** alphabet. The call has been listed to make sure our internal processes were followed.

  The assistance to the traveller has been provided and the only option Exoticca has to ensure the passenger has no incidents with their flight itinerary is to issue a new flight, which has been quoted.
  
  Regards,