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Business Profile

Vacation Certificates and Vouchers

Ultimate Vacation Stays

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Certificates and Vouchers.

Complaints

This profile includes complaints for Ultimate Vacation Stays's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/20/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Business: Luxury Tour Escapes, *******, ** Date: 17FEB2022 Time: 12:45 pm EST What: I usually deny or do not answer phone calls, but accepted this one and listened to *******, the salesman. He said he wanted to offer 3 trips, domestic and international, for $401. I felt uneasy, yet asked if we could get a refund if we chose not to continue. ******* said we could get a full refund any time because they want to keep customers happy. We received an agreement after payment that stated otherwise. I called him back to be reassured we could get a refund. He said yes. Due to being a military family we have been unable to redeem any trips until recently. I filled out the companys request to reserve a domestic trip, to ******, **, in the first week of August 2024. Luxury Tour Escape returned the inquiry stating the location was not accepting reservations. On 24AUG2024 we requested our full refund that ******* falsely sold us on. On the 28AUG2024 the ** location was available which was made known via text.Weve requested a full refund twice via email with Luxury Tour Escapes and they continue to sell false ideas of their resort as found through review sites. We want our $401 returned as ******* promised.

      Business Response

      Date: 11/19/2024

      We are able to fulfill the services as originally purchased and will communicate this information to the customer accordingly. However, we must adhere to the terms and conditions they signed and agreed to. Our policy includes a 30-day refund period, which the customer did not utilize. Now, several months later, they are requesting to cancel their purchase.
      As destinations are subject to change, our *********************** will follow up to provide available options at the current destination or offer alternative arrangements. Additionally, the customer has the option to transfer the package to another party, as the rescission period has passed. However, at this stage, the purchase is non-refundable

      Customer Answer

      Date: 11/30/2024

      Despite what the company states, the sales representative they hired, named *******, lied to us and said it is refundable whenever. Not refundable within 30 days. If this were the case we would not have approved for $401 be charged against us. I still have my notes from the phone call over 2 years ago. 

      Customer Answer

      Date: 12/02/2024

      Date Sent: 11/30/2024 5:55:48 PM
      Despite what the company states, the sales representative they hired, named *******, lied to us and said it is refundable whenever. Not refundable within 30 days. If this were the case we would not have approved for $401 be charged against us. I still have my notes from the phone call over 2 years ago. 

      Customer Answer

      Date: 12/11/2024

      As of ********* around 4:10pm we have called the original phone number that we received a call from on 17FEB2023 at **************. This number is directed to someone selling special offers for travel, but not related Luxury Escapes Tours. We then called Luxury Escapes Tour general number ************** at 4:20 pm (05DEC). We spoke to ******. He could not help us with our request, and politely told us that their phone system does not have transferring capabilities. He stated he made a note for a supervisor to return our call. It is now 11DEC2024. We have not received a call from Luxury Escapes Tours. 

    • Initial Complaint

      Date:10/17/2024

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a package from this company for $500 for 3stays (back-to-back). I have been trying to book for 3 years, but there are always problems on their end. First time, they couldn't actually book the times that I requested. They said that they were available, then all of a sudden they weren't. Second time, we finally found some times that worked. They booked 2 of the 3 stays, then the third one ended up mysteriously not being available after they had already said it was. At this point, they required us to pay an additional booking fee of $450, and a second booking fee of $250, but still no vacation. However, they promised that I could use the booking fees toward another stay.Third time, I am currently trying to book. When I mentioned that I had credits, they had no record of the credits. I was finally able to get them to acknowledge the credits, but it has been over 2 weeks since I tried to reserve, and they went over a week without even responding to me, even though I checked in 3 times over the last week, just asking for a response. Now, they are telling me that I need to pay an additional $200 in order to make reservations. They are saying that it is "high" season, even though the calendar they gave me says there is no high season on the dates that they are telling me has high season, and it is the same period that I am trying to book as last time which had no additional fee. This is a scam, and I just want my money back.

    • Initial Complaint

      Date:05/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 April 17th, 2024, I purchased a "Luxury Tour Escapes" vacation certificate over the phone, with a guaranty I could cancel within 30 days for full refund. On April 22nd, I submitted documentation requesting full refund (I never signed sales contract). As of 5/14/24, I have not received my money back. I've submitted multiple emails and texts asking for updates with no response. When I call the number I get told it will be escalated and they will return my call, they've yet to reach out. On my last call, I asked to speak to a supervisor or manager and was hung up on. This company goes by "Luxury Tour Escapes", "Luxury Escapes Tours" and "Ultimate Vacation Stays", registered in FL as UV Stays LLC, SOT license number *******. My next step is to contact my CC company and file a dispute. I can't speak on the quality of the properties they are selling but based on their customer service, I would stay far away.

    • Initial Complaint

      Date:04/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am on the federal do not call list, and Im receiving an average of 11 phone calls a day from this company.

      Customer Answer

      Date: 05/23/2024

      I am still averaging 5?calls a day, 7 days a week, most from ****** and all blocked to then have a new number call next. 

    • Initial Complaint

      Date:03/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      AVOID THIS BUSINESS SCAM. In 2021, I purchased 3 vacations for low price and agreed to listen to timeshare presentations. I love to travel. On December 11, 2023 I submitted request to travel to ************* ********** ****************** with my significant other. They asked if we were living together and I replied yes. They collected $611.94 ($99.99 daily resort tax plus $12 processing fee). That invoice says nothing about being non-refundable, and nothing about contract terms and requirements. Once they had my money, they THEN sent me a contract agreement to sign requiring written proof of marriage or living together for AT LEAST 3 YEARS (no honeymooners), to which I COULD NOT AGREE to and DID NOT SIGN. I received a phone call interview and was told I had to bring written proof of same. The DR resort declined the reservation. The decline even says "Reservation Request NOT Approved. It does not cover the terms and conditions of promotion. It HAS NOT BEEN APPROVED FOR BILLING THE CUSTOMER". Through text, I asked where else we could go, and was told there was no where else where singles could go. I was single when I purchased this package, and still legally single. Why is that even a thing? The text inquiries then went silent. My email inquiries were not responded to. The phone numbers on their website and documents went unanswered and to voicemails that are full. The travel dates have come and gone. Clearly, no government tax had to be paid. The resort rejected my reservation, so why are they keeping my money?I have dealt with RCI, Hilton and other timeshare entities who are reputable businesses. This one clearly is not. I have pursued the charge reversal with my credit card company and this business/their bank refuses to cooperate.

    • Initial Complaint

      Date:02/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Like many of the previous complaints Ultimate Vacations and their many other DBAs are not honest about what they are selling. They list hotels on their site but then book you at a lesser quality hotel. It is a bait and switch tactic because the lesser quality hotels are mysteriously not on their site. Furthermore, their responses to these complaints are disingenuous. We were also not informed of additional resort fees. Their response citing a "marketing miscommunication" is not acceptable, especially since this is a common complaint. The salesguy **** also told us that we would not have to sit through a sales presentation, we would only have to fill out a "survey" onsite. We not only sat through a presentation we had to drive 45 minutes to get there and they kept us for more than 2 hours. The contract clearly stated up to 2 hours. Again the miscommunication excuse and we'll do better next time is not acceptable. This company flat out lies. All sales calls need to be recorded so customers can do back and point out all the lies stated by the sales team. You can never speak to a manager so we have not choose to file with the BBB. I also recommend customers to file with the ************ of *********** and ******** Services. They are very responsive. My goal is to prevent this shady company from scamming others.

    • Initial Complaint

      Date:08/21/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Oct 2021 - Purchased a vacation package for $500. This package included 3 stays. Supposedly all I would have to pay is $500 for 2 people and that if it was not used, it would be refundable. I was also informed that I could share the package and travel w/ friends. Dec 2021 - Tried to plan the first trip. Gave a package to a friend. Was denied by the hotel because they told us we cannot travel together. Jan 2022 - Tried to plan another trip. Even got a friend to purchase a package. After filling out the details, UVS charged a “daily resort fee” for 6 days total $479.94. I was confused because this was not stated anywhere within the initial document. Well, we wanted to travel so we paid it. After confirming details with the Ultimate Vacation Stays agency, we get a call from the hotel stating that we must make $80,000 or more a year and show proof. If not we would then have to pay an extra $200 nightly per person to stay there. Well since we didn’t have that money we couldn’t continue the trip. I asked for a refund from UVS. It was denied. They said the hotel doesn’t provide refunds only travel credit. July 2023 - Tried to book another trip with friends. They sent all our information to the hotel. Asked for $604 this time as a “daily submission fee” which we paid. Supposedly it went to the hotel. Had a confirmation call with the hotel, they informed me that they don’t get any of that money. It actually all goes to UVS. UVS informs us to buy plane tickets (as our vacation is now within 10 days) So all flights are bought ($200x4) Then the hotel sees that we are traveling together and will not confirm the second package unless we pay $1365 MORE. We don’t have any more money. Now we are out $500 plus $479 plus $604. We also have flights and nowhere to stay. I cancelled both reservations and they want me to pay $199 to cancel. They want to offer travel credit. I don’t want travel credit. I no longer want to try to plan trips with this company. I just want my money back.

      Business Response

      Date: 09/19/2023

      We sincerely apologize for the inconveniences you've experienced with your purchased vacation package from Ultimate Vacation Stays (UVS). We understand your frustration and would like to provide you with a clear explanation of the issues you've encountered. First and foremost, we regret the miscommunication regarding the ability to share the package and travel with friends. Upon reviewing your account, we found that this misunderstanding might have arisen from a marketing aspect of the package. The terms of the package you purchased originally allowed for single reservations to take advantage of the promotional pricing, and group travel was not included in the package.
      To address your specific concerns:

      Hotel Denial for Traveling Together (Dec 2021): We understand that you and your friend were denied by the hotel for traveling together. This limitation is a result of the package's terms and conditions, and we apologize for any inconvenience it may have caused.
      Unanticipated Resort Fee (Jan 2022): We apologize for any confusion caused by the daily resort fee. While we strive for transparency, it seems there might have been a misunderstanding. We will work to improve our communication regarding additional fees in the future.
      Income Requirement and Additional Fees (Jan 2022): The hotel's income requirement and additional fees are beyond our control. We understand this was unexpected, and we empathize with your situation.
      Misallocation of "Daily Submission Fee" (July 2023): We apologize for any confusion regarding the allocation of the "daily submission fee." We will investigate this matter further to ensure such issues are not repeated.


      Considering the challenges you've faced, we understand your desire for a refund rather than travel credit. Please be aware that our refund policy aligns with the hotel's policy, which unfortunately does not allow for cash refunds and only provides travel credits.
      However, we want to make this right for you. While we cannot provide a cash refund, we can offer you the travel credit you are entitled to and ensure it is promptly processed. If you decide not to use this credit for future vacations, we can discuss alternative options for its use, such as transferring it to someone else.
      To address your canceled reservations, we understand that a cancellation fee of $199 has been applied. Please reach out to our customer support team, and we will review your case to see if we can waive this fee as a gesture of goodwill. Once again, we apologize for any inconvenience and frustration you've experienced. We value your feedback and will use it to improve our services in the future. Please contact our customer support team to discuss the details of your travel credit or any other questions you may have.
      Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.



      Customer Answer

      Date: 09/27/2023


      Complaint: ********

      I am rejecting this response because: Your company is continuing to offer travel credits. I can not use these credits as noted by all of the instances where traveling did not work before. Additionally, I no longer want to travel through this company and would not transfer these credits to anyone else as they would most likely face the same issues I faced with the company. Travel credit will not work as a response - I would like a refund especially since I no longer have the travel package promotion as communicated by customer service. Please provide a refund of my money.


      Sincerely,

      ******** *******

    • Initial Complaint

      Date:08/07/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a 3 location stay vacation with Ultimate vacation stays and was told for 1000 we could get 3 different locations with two being all inclusive for 1000 and the only obligation was to take a 90 minute tour of the property on May 5th. I went to book a vacation and was told there is a 42.99 a day booking fee as well as needing to pay resort fees and taxes. This was fraud on the part of Zach the person who called me who made it sound as if the company was part of Hilton to which they are not. This was misleading on their part. I then contacted the company to reserve my first reservation on June 21st. I had to constantly contact this company for validation of the booking only to be informed July 20th that they were not able to make the reservations and had cancelled it. I then made yet another reservation at yet another location and have yet to get anything confirmed from them. They charged me a reservation fee of 131.97 which was paid on July 26th but still nothing from them. It should not take over 3 months to get a simple reservation confirmed. I have informed my lawyer who will be contacting them.

    • Initial Complaint

      Date:03/08/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a 3 location stay vacation with Ultimate vacation stays and was told for 501.00 we could get 3 different locations with one being all inclusive for 501.00 and the only obligation was to take a 90 minute tour of the property. I went to book a vacation and was told there is a 42.99 a day booking fee as well as needing to pay resort fees and taxes. This was fraud on the part of Zach the person who called me.

    • Initial Complaint

      Date:10/22/2022

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a vacation package through UVC in 2021. On Monday October 3rd 2022, I reserved a stay in Vegas at the Luxor this upcoming November 9th and paid them the resort fees. At this point, Luxor still does not have my reservation and it's been about 3 weeks. UVS keeps sending me the same screenshot of a confirmation which does me no good as the Luxor still does not have my booking with them.

      Business Response

      Date: 11/08/2022

      Consumer Response /* (2000, 5, 2022/10/26) */ ******************************************* Tue, Oct 25, 7:23 PM (12 hours ago) to me Please ignore this case - This has been resolved. Thank you, *******

    Ultimate Vacation Stays is NOT a BBB Accredited Business.

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