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:01/14/2023

  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.

  Literally a joke! US-EX2023135869, I booked and within 2 hours I called that I wanted to cancel because the dates don't work. Literally the charge was still pending on my credit card and they hadn't booked the flights. They tell me, per the terms and conditions that if I cancel I forfeit 60% of my booking as a cancellation fee. WTF?!? This can't be legal. On top of that, they still haven't booked my flights because the *** they gave me doesn't work and they refuse to give me an e-ticket number.Honestly, these people need to be put out of business. They are taking advantage of consumers with these bogus policies and it really is predatory business practices. Refund my money 100% so I can never do business with this company again. It's been 5 days and they still haven't provided the product I paid for. Next is to do a credit card dispute.

  

  Business Response

  Date: 01/15/2023

  Hello,
  
  I hope you are well and thank you for your review.
  

  The communications between the customer and ******************** have been reviewed.
  
  Once a trip has been purchased, our agents proceed to confirm and secure all the services involved in a tour.
  
  During the booking process, we offer travel protection plans to cover the funds invested, and in the event that the customer would like to cancel or reschedule the trip, this would guarantee a refund in cash or travel credit.
  
  Should you need additional information, please let us know.
  
  Kind regards,
  ****
  Exoticca Travel

• Initial Complaint

  Date:12/22/2022

  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.

  This business uses deceptive practices. We were quoted a price when we booked, but now are being told we need to pay more. They say their policy is that supervisors cannot talk on the phone. They also say their policy is that a 60 min layover is sufficient for a huge international airport.

  

  Business Response

  Date: 08/31/2023

  Hello,
  
  I hope all is well and thank you for your review.
  

  Please note that our prices are subject to availability which means that there may be fluctuations. This can be due to various reasons such as the date or departure airport, among others.
  
  Airlines determine the conditions of implementation of air transport and are solely responsible for the changes in schedules or routes, stops, changes of airport delays, and flight cancellations. This also means that prior to confirming any flight itinerary from our side, the airline has approved the layover time. Any travel agency or flight department cannot book a flight that has not been previously authorized by the airline, airport standards and regiments.
  
  Take care and we remain at your entire disposal.
  
  Kind regards,
  
  Exoticca Customer Care

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 18627431
  
  I am rejecting this response because: They never said they waited to book their flights until 30 days out which increases the cost significantly
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/17/2023

  Hello,
  
  I hope you are well & thank you for your contact.
  
  The clients were quoted an additional cost to fly in Premium class. However, at the time of booking the upgraded flights, they were unavailable and we suggested a very similar, alternative route. The customer was not happy as the connection was 1 hour and 25 minutes. Instead, Exoticca offered more alternatives but with an additional cost. The customer eventually agreed to one of these options, though remained disappointed that we charged more money. 
  
  Exoticca remained transparent with the cost, and flight options throughout our communication. The upgrade was confirmed by the customer, via email before the reservation was made. 
  
  If you have any further questions, please do not hesitate to reach out. 
  
  Take care, 
  Exoticca 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 18627431
  
  I am rejecting this response because: THE **** OF BOOKING THE FLIGHTS WAS UNACCEPTABLY LATE. I booked this trip 9 months out and had to FIGHT to get my flights at 60 days out because I needed that info for my ***** If I hadnt badgered them they werent going to book the flights until 30 days out when there would have been even less choice and more cost.

   

  Additionally, Exoticca just admitted they wanted to do an international connection that only lasted 1 hour 25 min at a HUGE and BUSY airport. We never would have caught the connecting flight. Minimum recommendation for layover time for international flights is 2 hours in any ************. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/01/2022

  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.

  Exoticca booking reference: US-EX2022106053 12 Days ********* 8/13/22 -8/24/22 ************************ Individual Policy I purchased the above trip from Exoticca including paying Exoticca directly for the Allianz travel insurance premium. The Allianz policy covers both medical costs and trip interruption. My trip was interrupted due to an accident and I returned to the US on 8/18/22 needing surgery. Allianz cannot process my claim for trip interruption without proof of cancellation of 5 flights and proof of booking of 2 new flights by Exoticca. Despite a conversation with their representative ****** and three subsequent emails requesting the information, Exoticca has ignored all requests. Phone calls are disconnected after waiting on hold 30 -35 minutes. Exoticca's lack of response is jeopardizing my claim.

  

  Business Response

  Date: 12/11/2022

  Hello,
  

  I hope you are doing well and thank you for your review.
  

  The communications between the customer and ******************** have been reviewed.
  

  On November 15th, our agents provided all the documentation requested to submit the claim with the customer's insurance. Any additional documentation that the customer may need, must be obtained through the airlines.
  

  We will send all the documentation again to the customer's e-mail.
  

  If you need further information, please let us know.
  

  Kind regards,
  

  ****
  

  Exoticca Travel

  

  Business Response

  Date: 12/13/2022

  Hello,

   

  Thank you for your contact, I have attched some of the documents we have sent to the customer including the email in which we confirmed this. 

   

  If you would like any more information, please let me know. 

   

  Take care, 

  ********;

   

• Initial Complaint

  Date:11/25/2022

  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 booked the trip back in April or May. Once they had our full payment, it was never less than 15 minutes to talk to someone, so we waited until we were ON the trip to ask for an actual itinerary with times and contacts, as there is a 24 hour in trip help lineOn the 22nd Nov, our flight from the dangerous town on ******* was canceled. They said it wasnt their fault OR responsibility to get us out of said dangerous situation. The local guide was contacted, and he made it happen- at our expense. At this point there were 23 of us. We finally made it to Lima the next day, but most of us had missed our home bound flights. They did put 11 of us up and rebooked our home flights. They rebooked us on a UA flight that was delayed 4 times before ultimately getting canceled. The next available UA flight out of Lima to home is at 12:30 on the 27th. There are other airlines leaving Lima for the states before then, but its been explained that its cheaper for them to store us in a hotel than switch airlines. As of yet we have been offered no per diem and are paying a minimum of $50 a day for pet sitting alone on this extended vacation. Aside from this major upheaval, the costumer service has been horrible, with them not answering for sometimes more than 30 minutes when called about other issues. All of the local guides have done what they can, but thats over. Exoticca thinks its okay for us to live in a hotel for 4 days AFTER our end date, just so they can save money while we have to spend ours.

  

  Business Response

  Date: 12/05/2022

  Hello, 
  
  I hope you are well & thank you for your contact. 
  
  Prior to travel, the customer is supplied with an itinerary. This itinerary is the same version as can be seen on the website at the time of booking. Once the customer arrives in ****, during the induction/ welcome meeting, our ground agents offer a more detailed itinerary which includes collection time and locations. 
  
  The contact telephone number and WhatsApp for our ground agents are provided in the Trip Summary, ahead of travel. Here, Exoticca's Emergency phone number and WhatsApp can also be found. 
  
  On the 22nd of November, the flight from ******* to Lima was cancelled by the airline due to bad weather conditions. Upon arriving in Lima, Exoticca reorganised the airport transfer a number of times, following multiple flight delays, we finally issued new return flights home with the best (and only) option available. 
  
  It is understandable the customer is disappointed with their altered travel plans. However, the reason for the last-minute changes is due to the airline, and poor weather. We have asked our customer to make contact with the airline for any claims for accommodation and transfers. Should they need any support with this, we have offered to help wherever possible. 
  
  Thank you & take care, 
  ********;
  Exoticca Customer Care 

• Initial Complaint

  Date:11/19/2022

  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.

  August 29, 2022 I booked an 11 day trip to Africa in Feb 2023 with *************************- who was my husband at the time. After booking the trip, we suddenly filed for a divorce due to unforeseen circumstances. On September 15, 2022, I contacted Exoticca asking to change the name of the second passenger due to divorce and they told me that was not allowed- the ************ I had were to cancel the trip and lose approx $3500 or go on the trip alone. I even offered to pay a fee to have the name of the second passenger changed. I do not feel comfortable going on an 11 day trip to ************ by myself- especially after further reading reviews online about people's hotels being changed a week prior to leaving along with flights being changed and people getting stranded in foreign countries with no flight home. I have read countless reviews saying that this company will offer money off of trips to leave 5 star reviews on websites. As a single, young woman, I do not feel safe to travel alone- not to mention I would be staying in ********* which is one of the top 5 places in ************ that has the highest sex-trafficking rates. Please help me to get a cash refund.

  

  Business Response

  Date: 12/01/2022

  Hello, 
  
  I hope you are well & thank you for the review. 
  
  As the customer has mentioned, we have already reached out and discussed their options. 
  
  Unfortunately, it is not possible to change the name of the second passenger unless the booking is cancelled, and a new reservation is created. 
  
  If any hotel changes are required, the customer will be updated via their Trip Summary, ahead of travel. All of our hotels are visited ahead of tour operation so we can guarantee the customer's safety. Sometimes flight schedules can change, though this is entirely dependent on the airline, and Exoticca will help wherever possible in these scenarios. 
  
  We do not offer our customers discounted tours in response to any of the reviews we receive. Though, we do appreciate all the feedback we receive. 
  
  Whilst on tour, the customer is able to reach ******************** via our 24 emergency line, and through WhatsApp chat. The customer will also have the telephone number of our ground agents who are available in the location. 
  
  We hope our customer is able to travel with us, and will continue to support them wherever possible. 
  
  Thank you & take care, 
  ***
  Exoticca *************

• Initial Complaint

  Date:11/10/2022

  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.

  In May 2022, we (six friends) purchased a trip to ************** with Exoticca (10.18.2022- 11.05.2022) at a cost of ~$20,000 ($3,199 each). Whilst making the reservation the sales agent/s advised that all of Exoticca's trips have ************ Travel Protection Included. In their words We've got you covered, wherever you go... COVID-19 Protection Get 100% of your money back if you cannot travel due to disruptions caused by COVID-19 such as travel restrictions, testing positive and much more The ************ Policy is very clear 100% of your money back. I got sick with COVID, and could not travel with my friends. I contacted Exoticca in writing and by phone to inform them immediately. I provided them with my reservation # and a positive PCR test and have been waiting for them to fully refund me the cost of $3,199 as they promoted/promised! I have been baffled by their unprofessionalism, poor customer service, and outright deplorable behaviour whilst addressing my calls, emails and request for assistance. They have decided to redefine the 100% refund policy to their advantage, ignore my emails and requests for an explanation, refused to connect me with management/supervisor to discuss my concerns. It has been impossible to connect with anyone that is willing to take accountability and do the right thing... follow through with their guarantee. I want 100% of my money back! To date, I have been offered a non-refundable travel credit in the amount of $2445. In addition to not refunding me my full purchase price of $3,199 Exoticca has charged me a single supplement fee. Imagine that. I did not travel, and Exoticca is charging me a single supplement fee. In addition to likely being illegal it is simply unethical. I have been patient. It is simply unfair and unreasonable to dismiss/treat people this way. To that end,I am requesting assistance in getting my full refund.

  Customer Answer

  Date: 11/10/2022

  Hi. 

  I have included all three copies of our reservations. FYI it was a group trip with six attendees. Exoticca grouped the reservation under one name / guest for ease of reference (******) you will see three reservations my reservation is under the following reservation # CA-EX2022099376.

   

  Thank you, 

  Best,

  Maria 

  

  Business Response

  Date: 11/16/2022

  Hello, 
  
  I hope you are well & thank you for the review. 
  
  Exoticca has reached out and discussed the Terms & Conditions with our customer. 
  
  Full details of our cancellation policy can be found here: https://www.exoticca.com/ca/terms-and-conditions-01-22
  
  Please see Section 8. for information about our Cancellation Policy: 
  
  'Protection in case of COVID-19 infection by the passengers
  
  Additionally to the previously defined free cancellation policy, your booking will be protected in case you test positive of COVID-19. In this case, we shall return 100% of the price paid for your trip in travel credit and no penalties or cancellation fees will be applied.
  
  The following conditions will apply:
  
  The infection must occur to you or the passengers confirmed in your booking.
  A certificate must be delivered by a physician with the proof of a positive test issued by an officially recognized medical organization. The supporting documentation must be sent to our **************** team before the departure date using the Contact Us form on our website.
  The infection must be produced within the 7 days before departure.
  The Exoticca travel credit is a non-refundable virtual wallet that can be used towards any of the trips on this website at any time (the travel credit will not expire). If the value of your next booking is lower than your outstanding credit balance, the remaining amount will remain available in your wallet, ready for any additional reservation. On the contrary, if the value of your next booking is higher than your outstanding balance, the remaining amount will be paid by you following the payment terms defined in the section 2. Payments.
  
  Should you wish to decline the use of the Exoticca travel credit as the means of reimbursement, you can opt for a cash reimbursement which will include the application of the following conditions: 75% of the total holiday cost to be deducted as penalty plus 150 USD as cancellation fee per passenger.'
  
  The single supplement was added to the reservation as the booking was ammended to a single traveller, and this is a necessary cost for a 1 person booking.
  
  We are pleased to see the customer has been in contact with our sales team and we look forward to reaching a resolution soon.
  
  Thank you & take care, 
  ***
  
  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18382993
  
  I am rejecting this response because Exoticca is looking to absolve themselves of any responsibilities, including not abiding by their own policy, and holding me responsible for the single supplement fee that is not mine to pay. The ************ Policy is very clear 100% of your money back. I want my full refund of $3200 for my unused reservation.  Additionally, I want Exoticca to act in good faith and charge the single supplement fee to the person that travelled, not to me. They have not made any attempts to contact ****** to recover the single supplement fee for her trip or charge her credit card directly, as is the custom. It is simply unreasonable and unethical behaviour to charge me for a trip I did not take. I have asked repeatedly to speak to senior management, to no avail. I have contacted sales and customer service several times, requesting to speak to a manager or someone with authority to make things right and my messages are not being returned and my emails are being dismissed. This is not how anyone should be treated, and it demonstrates Exoticca's inability to act in good faith, follow through with what is right and just and more importantly conduct themselves honestly and truthfully with all valued customers.  I have records of everyone I have spoken to (over 10 customer service agents) how many times I have contacted Exoticca directly by email and by phone and I am deeply disappointed with their poor customer service  and ongoing dismissive behaviour. 

  It is simply unfair and unreasonable to dismiss/treat people this way. To that end, I am requesting a full refund, and I would like to speak to a manager to ensure that happens as soon as possible. I kindly ask for us to work together to make this right!

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

  

  Business Response

  Date: 12/02/2022

  Hello,

  Thank you for your patience.

  I can confirm that the customer has received an updated travel voucher for the full amount that was paid to Exoticca in accordance with to point 9.1 of our Terms and Conditions.

  We have contacted the customer directly to confirm this and hope that this is a satisfactory outcome.

  Kind regards

  *****

  Exoticca Customer Care

  

  Business Response

  Date: 12/02/2022

  Hello,

   

  I have sent email clarification to *************************************. I have forwarded the email sent to our customer.

  Kind regards

  *****

  Exoticca Customer Care

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18382993
  
  Thank you for your reply *****. I truly appreciate you taking the time to address my concerns.  *****, my preference is a full refund in the amount of ****CAD back to my credit card. Unfortunately, I am not confident with the sales staff and the customer service staff at ******************** given the poor professionalism I have had to endure in the last several weeks. And, as I have come to learn from my dear friends, the same was true for them on their most recent travel. This concerns me. Travelling has been restricted for far too long given the precarious time we are in. It is so important for me to have trust in a travel agency that is informed, communicates truthfully and respectfully and with one consistent voice. Perhaps something that Exoticca should look into given the importance you play in travel planning and helping clients make their travel experiences enjoyable! To that end, *****, I would appreciate your consideration for a full refund of **** back to my credit card. I await your favourable response. Thank you for your time and consideration. 

  Respectfully,
  
  ************

• Initial Complaint

  Date:11/04/2022

  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.

  I peed on my **** June 13th of 2020 ******** on July 21st of 2020 I paid $1519.60 this was for a 17 day trip to ****** and ******. when I arrived at the ******************* my ground transfer was not there from the travel company to pick me up at 2:00 a.m. the next day he blamed it on me for the airplane being late I had black mold and multiple hotel rooms I had to cockroaches I had air conditioning units and showers that weren't working in ****** I was put in a very unsafe neighborhood with IV drug users and prostitutes and drug paraphernalia skewed in the streets and I have photographs to back up this stuff there are multiple other things that I have documented and I have many pages that I rather send in the mail because there's hundreds of pages of documents and also hundreds of other people that have written into the *** and other places that complain the exact same thing about this travel company the safety and welfare of their travelers are no concern this was very stressful and not an enjoyable trip whatsoever at all plus my health was not a concern of there is with the unsanitation of these rooms and the dirtiness of these rooms you are not able to change rooms also because of the overbooking and the subcontractors of the tour guides or different every day and all they stated when you told them about the problems is they don't work for this company and nobody would answer the phones from this company and you are on hold for hours. I want to send in all my documents to support this because there's too many to upload. I I felt horrible most of this trip with headaches and coughing I have asthma and is black mold made me sick and these cockroaches and I was worried I was going to bring this stuff home with me this was an absolute horrific unrelaxing nightmare of a trip. and to worry about my safety and if I'm going to be attacked or can't walk out of my room because of what's going on in the streets with people using drugs.

  Customer Answer

  Date: 11/09/2022

  Please see attached.

  

  Business Response

  Date: 11/16/2022

  Hello, 
  
  I hope you are well and thank you for the review.
  
  We are grateful for the feedback that has been provided and has opened an investigation with our ground agents to identify where improvements can be made.
  
  
  We have already been in contact with the customer and will continue to support them wherever possible.
  
  
  At this time we are yet to reach a resolution, though will remain hopeful to reach one soon.
  
  
  Thank you & take care,
  ***
  Exoticca *************

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18356356
  
  I am rejecting this response because: they never give a refund to the customer. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/25/2022

  Hello, 
  I hope you are well & thank you for the feedback. 
  

  We reached out to the customer with the following information: 
  
  For any itinerary changes, we recommend our customers to reach our ground agents directly. Due to a flight delay, the customer arrived 3 hours later than expected. At this point, it was not possible to organize an efficient transfer. We are happy to reimburse for this taxi journey and have requested a receipt. 
  
  The hotel's rating is above average on Trip Advisor, and the locations rate highly on Trip Advisor.  However, we appreciate our customer's concerns and have reported this feedback to the team for them to assess.
  
  We are sorry that there was too much emphasis on souvenir shopping in Turkey. We have asked our ground agents to assess this for future tours. Please note that no itinerary activity is compulsory. 
  
  It is terrible that our customer was sold imitation jewellery, however, this is not something Exoticca is able to control. 
  
  We have reached out to our customer with an offer, and hope to reach a resolution with this case soon. 
  
  Thank you & take care, 
  ***

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18356356
  
  I am rejecting this response because: *********** offer ****** refund. I sent over there offer to you earlier in correspondence. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip with Exoticca on 11/17/21 through my email , got charged 60% deposit of the trip on my credit card, got confirmation and booking number individually ( I have other traveler companion booked same trip with different booking number) was promised as long as I email or call back to cancel before 1/5/22, I would get full refund.in December , we decided cancel the trip due to the Covid situation, I emailed the agent asked to cancel the trip , but never got respond after that. I wonder if the trip cancelled or not?! since then, I have not received any service ( flight ************ , neither refund for the booking deposit. the agency emailed me said they could not find my booking under my email , asked me asking other traveler to request for me, but got rejected from other people, they said we all booked individually and charged individually, I should deal with the agency who charged my credit card . it has been almost a year, I need your help hand now, please help me out!!! would be very appreciated!!!

  

  Business Response

  Date: 11/11/2022

  Hello,

  Thank you for your review.
  

  The communication with ************* and Exoticca has been reviewed.
  

  We can confirm that ***************** booking was canceled and the funds were transferred to an existing booking.
  

  We will contact the customer by providing additional information.
  

  Should you need further details, please let us know.
  

  Kind regards,
  

  ****
  

  Exoticca Travel

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18339399
  
  I am rejecting this response because:

  The agency Exoticca transferred my refund to a third party existing booking ( I dont have that ) without my approval after charging my credit card.
  and I have not received their additional information on 11/15/22 ( they promised) 

  the contract they mentioned I never received when I booked my trip. 
  they said they couldnt find my email under my booking, but where did they send confirmation to when collected my deposit?  I never gave permission to third party made payment nor get access to my booking though, I still hope they refund my deposit y original credit card or write me a check if trip cancelled.

  looking forward hearing updates soon

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

  

  Business Response

  Date: 11/17/2022

  Hello,

  Thank you for your response.

  As mentioned to the customer through internal communication, the booking was under a different account holder.

  Therefore, the account holder was entitled to apply changes/cancel a booking and use the funds towards new reservations.

  Additional information has also been provided to ************* in order to assist her.

  Kind regards,

  ****

  Exoticca Travel

• Initial Complaint

  Date:10/16/2022

  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.

  My husband ***** and I purchased a 12 day tour to ******* from Exoticca, booking reference US-EX2021052234. The tour was supposed to be 6/15/22-6/25/22. We arrived in ***** only to be shuffled to a different hotel and given no explanation. After many attempts to understand what was happening we were told that there were 'protests' in the city and the possibility of the tour was uncertain. We explained that we wanted the tour to continue, or that we would wait for it to continue or that we would like the opportunity to do a nearby tour from Exoticca in ********* or **********. After a very frustrating lack of communication on the part of this company, we were sent home. We were very upset by the way this company treated us with little to no communication and much anxiety on our part. To make matters worse, we have YET to this date be reimbursed for this trip. At first we received weekly emails from the company saying that they were investigating the costs. Over time the emails stopped and the company just ignores my emails. The company offered us a $200 Exoticca credit for our troubles as to date. This is useless to us as we will NEVER use this company again. We want full reimbursement of our $3994.00 from this company.

  

  Business Response

  Date: 10/27/2022

  Hello *****, 
  
  
  I hope you are well & thank you for your review. 
  
  
  We are sorry your tour was disrupted by the ******* riots. I can understand your level of frustration, and disappointment in not receiving your preplanned itinerary. 
  
  
  As this circumstance is considered an act of Force Majeure, we would recommend reaching out to your Travel Insurance. 
  
  
  If you would like any further assistance in making a claim please let us know and we will provide all the support possible. 
  
  
  Please know that the Exoticca Credit was a gesture of goodwill and it was doubled on the 18th of October. 
  
  
  Thank you & take care, 
  ********;
  Customer Care Specialist 
  ******************** Travel 

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a trip to ******* from 03-23-2022 through 03-31-2022. We did not receive the service and trip as promised by the travel agency. On 03/24 we arrived in *******. From the moment we arrived in ******* we did not receive the service that we paid for. There were places part of the vacation package we were supposed to see, but was never fulfilled. We were supposed to see the Old Harbour and the Harpa Concert Hall, caves filled with lava tubes and roaring ocean waves and Snfellsjkull Volcano to name a few, but didnt. The tour guide and bus driver put out lives in danger. The tour guide was ill prepared and didnt know what she was doing. The bus driver drove like a mad man through the rainy and snow conditions, putting our lives in danger. I dont understand how you can sell something and not deliver what you have sold. Or hire someone to be a tour guide, who have no idea what she is doing and putting our lives in danger. On April 12, ************************************************************************* partial refund on the excursions. They offered me a $200 credit toward a future trip but then they took $150 away from a previous credit I already had in my account and didnt response to any of my follow up requests.On May 26, 2022 I had my attorney write a letter to Extoicca. Someone by the name of ***** from Extoicca followed up with a letter saying they will credit back my $150.00 that they took without authorization. As of today they have not credit or refund me back as they said they would. I have sent follow up letters and emails, but they have not response to any of them. They are a very unprofessional and crooks. All they care about is taking people hard earn money by selling them vacation they cannot fulfill.

  

  Business Response

  Date: 10/26/2022

  Hello *******, 
  
  I hope you are well thank you for your review. 
  
  We are happy to offer the voucher and the cash refund, though we were waiting to receive a response to confirm this. The $150.00 has been activated on your account, but we will need to see a receipt for the breakfast before offering a cash refund. 
  
  I have reached out via personal email to request these details from you. 
  
  Thank you & take care, 
  Amy 
  Customer Care Specialist ******************** Travel