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Business Profile

Travel Services

Lilo Travel LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:01/25/2023

    Type:Service or Repair 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.
    ************ contacted me on June 2019 offering a vacation plan that includes: 4 days in an ******* hotel, 3 days on a cruise to *********** and 2 days in a ***** hotel and 7 days of rent car. Y paid what they said was the cost of the plan at that time, then, I did not feel secure with this company and I asked then to cancel the transaction and That I wanted my money back. They told me that was not possible so I must take this plan with them. Once I made my decision to travel to the **** with my husband and my kids (14 and 8) I contacted then again something that always was very difficult and inform about our decision. They told me I have to pay for port tax 279 per person and 60 usd per person hotel tax. I made this payment, they sent me all the reservation codes and when I came to the 1st hotel in ******* with my kids on December 24, the hotel informed me that that reservation code that Lilo Travel gave me was under another person. It was a terrible experience with my kids waiting for me to go to ************* for Christmas and we spend 2 hours until this Lilo Travel agency finally resolve the issue. After 4 days, my family and I were ready for the 3 days cruise and when I called then to ask the port number to take the cruise, they informed me 1 hours before the cruise departure that the cruise was oversold, again, my kids and I were devastated, our second bad experience, nothing to do. During this 3 days we must stay at ******* and ***** in 2 different hotels that they reserve for us and send the information over 1:00 pm, we couldn't by safe or secure thinking if they were to respond or not. **************, I called it and they inform that there were none reservation under my name. the last 5 days between ******* and ***** we have to stayed in 4 hotels, we did not paid for that.. ************ has several customer complains in tripadvisor web page, they also have a fakebook group page called "estafados por Lilo Travel" ( scammed by Lilo Travel)

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