Complaints

• Initial Complaint

  03/02/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased family tickets to ************ in the amount of ******** on 1/27/2025 with the disclose I would receive my tickets via email within 7-10 business days. I NEVER received my tickets. I contacted the customer service thru email / chat and telephone several times. The last lady I spoke with stated she was the person I was speaking with via email and she was unsure why I was not getting and responses from my tickets month after purchasing. She stated she was sending another email to the owner to get a response. I again waited with no response. Over a month later still have no contact from the company on my tickets I purchase. I reached out to my credit card company to request charge back as this company had not delivered the ******* I purchased.

  Business response

  03/04/2025

  Dear BBB,

  This is the first we have heard about this complaint. The customer disputed her charge before we could refund her and we have accepted the dispute with her credit card company so she can get her money back quickly.

  Sincerely,

  OrlandoVacation.com

  Customer response

  03/05/2025

   
  Complaint: 23009635
  
  I am rejecting this response because:

  My credit card company is still waiting for charge back acceptance / response from this company. Also I have attached the email responses to show I did indeed reach out several times via email. I spoke with a man who even stated he was going to call me back and could see I already attempted once for a response. I did not hear back from him. I spoke with the lady in the email *** *** ***** who apologized to me for no one reaching back out to me. She told me she was personally sending an email to the owner of this company stating that I was requesting an update on my tickets, and if I had no response by the end of the business day I was going to be contacting my credit card company. At this time I just want my money back as requested asap. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  02/28/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased ****** tickets Jan 3rd 2025 for a trip in late March 2025. Email states expect tickets in 7-10 business days. Its March 1st and no tickets. Have called and emailed multiple times. Always get the same response - they are escalating to their ticket office/or I can leave a message for ****. **** who never calls back. Looking at this website its clear they are scamming people or juggling other orders to pay for others who are waiting. We have asked for a refund but dont hold your breath. ************. Take their business license before others fall victim

  Customer response

  03/01/2025

  After sending emails about documenting conversations company quickly moved and sent us our order. 

  Customer response

  03/03/2025

  Yes the issue is now resolved. 

• Initial Complaint

  02/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was placed on 1/16/2025 for 2- one day tickets to ****** World- ************* for April *******. Chat representative stated tickets are sent via email within 5 to 10 business days after order is received. I have requested status updates multiple times (attached email) as well as requested timeframe as to when i will receive my order to no avail. As of date, i still have not received my tickets well beyond the 5-10 business day window.

  Business response

  03/04/2025

  Dear BBB,
  We have talked to the customer and we fulfilled their ****** tickets per their request.

  SIncerely,

  Orlandovacation.com

• Initial Complaint

  02/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered ****** world tickets on February 11, 2025 and have yet to receive them. I have been calling for a week now only to be told they would have to call me back after they sent an email to customer service because they didn't have access to the order. I have called at least 5 times and no one has called me back. I just want my money back.

  Business response

  03/04/2025

  Dear BBB

  Per the guest request we have refunded her in full.

  Thank You

  OrlandoVacation.com

  Customer response

  03/06/2025

   
  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

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have been trying to book four houses with this company since early November 2024. Never receiving an email response from my online inquiry even when being told via chat that my quote request would be escalated because of how long I have been waiting. I have spoken with *** several times and was told that she would get with the manager about the website and houses not showing availability. I even left a voicemail with the manager, and no call back. I have used this company in the past and have never had this problem. I believe that the company is now false advertising and do not have the available properties anymore. I have continued to be the one to reach out to them, with them offering no resolution and this is going on month three. If they do not have these properties or cannot effectively communicate with their potential and return customers, they should take their website down until they can offer the services that they advertise on their site. The manager nor CEO has offered no resolution nor has he reached out to me and even tried to see what they can provide and offer a solution. I am a repeated customer and have also recommended this company to other people.

  Business response

  03/04/2025

  Dear BBB and Mrs. ****************** homes we have on our site are legitimate and can be booked. I think the issue is that ****** and the guests are trying to get these homes in the same area. We are in the process of adding about 8 more property managers and a lot more homes, we have been waiting for these homes to be live on our site before we offer Mrs. ******* some options. Without them being live on our site she will not be able to see pictures and compare the properties to one another. I will reach out to Mrs. ******* this afternoon and see how we can expedite this for her.

  SIncerely,

  OrlandoVacation.com

  Customer response

  03/04/2025

   
  Complaint: 22938000
  
  I am rejecting this response because:

  When I spoke with ****** again about why havent I heard back, she advised that her manager said that they did not have the homes I needed in the same area. My response was, that is fine. We will just stay in separate subdivisions. She then advised that they still did not have any homes to offer, but yet you have a website up with 6 pages of homes that you say are unavailable. So that is false advertising if the homes are not actually available. The dates that I requested show available, but when you try to book the homes you dont get any prices. And every communication has been with me calling and emailing in. The manager has never returned my call. I have used these homes several times and just really disappointed this time in the lack of effort. I have been calling, requesting quotes since November of 2024, and now we are in March. 

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

• Initial Complaint

  02/11/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased ****** World Tickets on 12/5/2024 for my 2/1/2025 trip. The tickets were never provided. I made multiple calls and sent emails without a response from ***** Per the customer service folks answering the phone only **** could get my tickets or issue a refund. With my vacation deadline approaching and no reasonable response or resolution in site, I was forced to purchase my tickets from somewhere else. I had to open a credit card dispute to attempt to be refunded.

  Business response

  03/04/2025

  Dear BBB,

  We have been in touch with Mrs. ******* several times and we have told her the same thing everytime. On January 4, we received a disputed charge from ****************** saying she is disputing the charges. Once a dispute is made, her bank takes the money from our account. She said she would remove the dispute if we would send her the tickets; however, our policy is that if we receive a disputed credit card we cancel the order. Unfortunately, we have been burned in the past. We cannot offer her a refund because her bank has already taken the money from our account. We did accept the charge back so hopefully she receives her money back quickly.

  Thank You,

  OrlandoVacation.com

  Customer response

  03/05/2025

   
  Complaint: 22928515
  
  I am rejecting this response because:

  The company has made absolutely no out reach to me to solve this issue.  I have reached out multiple times without a return call or email from Trey.  The customer service team said every time I called only **** could help me.  I did dispute the charge with my credit card company on 1/8/2025.  The ********** initially credited the charges back.  Unfortunately after a response from OrlandoVacation.com, the charges were once again added to my account without tickets being delivered.  I notice this on 2/10/2025 when I returned from vacation.  I had to request a 2nd review from the ********** on the dispute.  This dispute has not been closed as they are still waiting on a response from OrlandoVacation.com.  I don't want the tickets at this point as my vacation is over.  For a resolution, I would appreciate them responding to the ********** and officially accepting the charge back.  This will allow this dispute to be closed with my ********** and prevent the charge from once again being reapplied to my account.

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

• Initial Complaint

  02/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I ordered 2 tickets to *********** on the 10 and 14 of January its February 11 and I havent received them yet its only suppose to take 7-10 business days Ive talked to **** he said I would have it in a week still no tickets its been over a month now since Ive ordered tickets and still havent received them Ive called left voicemails even had a agent try to get ahold of him and he keeps telling her he would handle it and doesnt

  Business response

  02/11/2025

  We are sorry for the inconvenience to Mrs. ****** We will expedite her tickets to her.

  Thank You,

  
  Trey

  Customer response

  02/17/2025

  I still havent received my tickets and he said they will be expedited

  Customer response

  02/18/2025

   
  Complaint: 22926846
  
  I am rejecting this response because: I still havent received my tickets and he said they will be expedited
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am submitting a formal complaint against Orlandovacation for deceptive business practices that mislead consumers. On February 2, I purchased two ****** World tickets (valid from February 18 to 20) through their website. However, after completing my purchase, I was informed that the tickets would take 7-10 days to be issuedinformation that was not disclosed prior to purchase.Issues with Orlandovacations Practices:1?Lack of Transparency The website did not provide any notice regarding the extended ticket issuance timeframe. Had I known about this delay, I would not have made the purchase.2?Violation of Standard Industry Practices Virtual theme park tickets are typically issued immediately or within a short period. A 7-10 day delay is unreasonable and suggests that Orlandovacation may not have the tickets available at the time of sale.3?Negative Impact on My ****** Experience The delay prevents me from booking ******s Lightning Lane, which significantly affects the value and quality of my visit.4?Unfair Cancellation Policy When I contacted customer service, they refused to issue my tickets immediately and insisted I wait. When I requested a cancellation, they stated that I would be charged a 10% cancellation fee, despite no prior disclosure of such a policy on their ********** Request:I demand that Orlandovacation either issue my tickets by February 3 or provide a full refund without any penalty. If this issue is not resolved promptly, I will escalate this complaint to other consumer protection agencies and consider further action.Orlandovacations lack of transparency and failure to honor standard virtual ticketing practices mislead consumers and constitute fraudulent business behavior. I urge the BBB to investigate their practices to protect other customers from similar issues.

  Business response

  02/18/2025

  Dear BBB,

  We canceled the clients order and refunded them in full. Our system flagged it as potentially fraudulent and we never received the customer verification profile back from the customer so we cancelled and refunded the money.

  Thanks

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

  Business response

  02/28/2025

  Dear BBB

  We refunded the customer on 2/4 in full. We do state to please allow 7 to 10 days to process the tickets; however, if a guest is coming in sooner we will expedite the ticket process. She called on 2/3 asked for the order to be cancelled, we cancelled it and the money was returned to her on 2/4 (the next day) when we batched out.

  Thank You,

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

• Initial Complaint

  01/31/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Date of purchase - January 8th 2025.Amount paid - $1,025.95 USD Business claims orders take 7-10 business days to fulfill (although this is NOT stated on their website in any fashion.)I waited the full 10 business days for the order to be completed. After 10 days, I emailed asking for an update. "I will follow up with the ticket department about when they will be emailed." I then waited another 5 days and followed up, with the same story "I have included the ticket department in the email to follow up. They are processing hundreds of orders every day" Two more days later, I followed up again, stating that I understand delays happen, but I have no status and my trip is in weeks. Same answer "I will forward this email to our manager about order xxxx". Two more days later, I follow up again, and again, there is no update on the status, just "I will email the manager". There was no communication from the vendor on the issue they had, nobody answered my questions on when the order will be finalized, and now I have to scramble to get tickets because they were unable to complete their end of the deal, something they SPECALIZE in.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased tickets to ****** world and was promised I would receive the tickets. My trip is coming up next week going for my niece birthday and Ive called and sent emails and no one responds. I then see the reviews alleging this company is a fraud. This company should be shut down. I am requesting full refund of $671.94. I already informed my credit card.

  Customer response

  01/30/2025

  Thank you so much *****! I am attaching some screenshots from the companys AI assistant chat. I see the company has a history of complaints so maybe its time to shut this company down unfortunately. Happy to provide more information if you need me to. Thanks again!

  Business response

  01/30/2025

  Dear BBB,

  The tickets are emailed to the customer 10 working days from when the customer makes the reservation We are currently at about 8 working days but we will make sure she gets her tickets tomorrow.

  Thank You,

  OrlandoVacation.com

  Customer response

  01/30/2025

   
  Complaint: 22875557
  
  I am rejecting this response because:

  It has been over the 10 business days. I have called and emailed multiple times and they have not responded to me. They said they would call me and I never heard back. Now because I am involving the bbb and reported them to my credit card they are pretending to be efficient. Their history with bbb complaints speaks for itself. I want to leave the complaint open until my refund is resolved.
  
  Sincerely,
  
  ******* *******

  Business response

  02/18/2025

  Dear BBB

  The client ask for a refund on this order prior to opening a BBB complaint and we cancelled their order and refunded them the money in full.

  Thank You

  OrlandoVacation.com

  Business response

  02/28/2025

  We refunded the customer on Feb 2 and the balance we deducted from our account on Feb 3. We have provided a screenshot above. 
  The customer has tried to file a chargeback and **** blocked it as it has already been refunded. 

  
  Thank You 
  OrlandoVacation.com

*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. ↩