Complaints

This profile includes complaints for Vacation Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vacation Express

  3500 Piedmont Rd NE STE 600 Atlanta, GA 30305-1507

• 

  Vacation Express

  4720 Highway 17 Byp S STE D Myrtle Beach, SC 29588-1622

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:01/09/2025

  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.

  10/08/2024 Vacation Express. ************** Atlanta ******* CHELSEARCBO Authorization code ********** Booking Number ******* I purchased the ************* plan for me and my fiance (**** ****) for $99.00 for each ($198.00 total). For a trip to ******. My husband is sick and Vacation Express refuses me the insurance refund - that I paid for. This is a breach of contract.

  Business Response

  Date: 01/14/2025

  Dear customer

  Thank you for contacting the sales support team at Vacation Express

  Please note that after reviewing your case, we found that the insurance you bought does not offer a refund but a future travel voucher for the land portion and an airline credit for future use, however, since your travel agent purchased a very restrictive airfare called basic economy, the airline does not allow changes or cancellations. If you cancel your reservation, the airline tickets are 100% non-refundable.

  For more information about air Transat policies please visit ********************************************************************************************************************************************************************* and to find more information about the type of insurance you purchased please visit ***************************************************************************************************************************

  Best regards,

  Vacation Express Customer Satisfaction

• Initial Complaint

  Date:11/30/2024

  Type:Service or Repair 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.

  Stayed at ************************************* 11/24-11/29 through vacation express. This was while the employee strikes and demonstrations are happening. Employees at the resort walked out or slowed down service, which caused so many delays and service interruptions. The hotel had to train new staff to come and the new staff were poorly trained and had hostile attitudes. Tipping didn't help. Day 1: The rooms were dirty at checkin. We previously asked for a first floor room with 2 beds because I'm disabled. Instead we got a one bed room on 3rd floor. The room we checked into had been used. The couch did not have bedding. There were no towels and the bar only had 2 cans of soda and 2 bottles of water. The toilet smelled like urine. I immediately complained and asked for a clean room and they said they can't move me. DAY2: The next day i asked for a manager named ***** and they told me he does not get in until 2pm. I then explained the room again and they told me they didnt have a room yet. Around 5pm, I came back and they told me they had a room. We had to pack and carry our luggage down 3 flights of stairs and walk. They moved me into a room with 2 beds but it was the furthest from the hotel at ********! No shuttle would come back there during the day because only 2 was running. I walked back to the front desk and told them. I became so emotional and was in so much pain from walking our luggage that I cried my eyes out. I explained what happened and asked her if we did something wrong. She said no and that she would help me find someone to move out luggage to the new room. room were not stocked with towels. A housekeepr told us the laundry service was down. : Housekeeping came by and took all the towels out of our room. They were cleaning and adjacent room anf used them to restock. I asked the new guests when they checked in to check their towels. Sure enough, housekeeping reused them. Asked for management multiple times and no one contacted me back. Ran out of food too.

  Business Response

  Date: 12/07/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Could you please provide me with the booking number you are referring to so we can investigate and provide you with a resolution

  Bes regards,

   

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22621717
  
  I am rejecting this response because Iam sending my confirmation numbers as requested. Please see below:

  3948282 - this was the number given by ***** *********

   

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

  Business Response

  Date: 12/14/2024

  Dear customer,

  Thank you for getting back to us

  Allow us to review your case and we'll get back to you shortly

  Best regards,

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22621717
  
  I am rejecting this response because:
  They have not come to a resolution yet. Their message was only notification that they recieved my booking number. They have asked me to wait while they do research into my complaint. 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/03/2025

  Dear customer

  We appreciate your patience

  Could you please let me know if our in destination team offered any kind of resolution? From what we have in our records, it looks like they were assisting you with this complaint

  Please advise

  Thank you!

  Vacation Express customer satisfaction 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22621717
  
  I am rejecting this response because: No one from your destination team has reached out to me. I had to resolve the power outage. The room issues were never resolved and were in fact made much worse. The travel agent was useless. I want a refund of some of the room expense. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/14/2025

  Dear customer

  Thank you for getting back to **

  Please note that after escalating this issue with the proper department at ****************, they were unable to offer any compensation. However, as a gesture of goodwill, Vacation Express would like to offer a future travel credit for a total of $150.00 to travel by November 24, 2025

  Should you accept please reply to this email.

  Note that this will be our full and final compensation.

  Best regards.

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22621717
  
  I am rejecting this response because: I would like to be able to use the $150 credit with your sister company, Nexus Tours for an airport transfer please. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/21/2025

  Dear customer,
  
  We appreciate your patience.
  
  Please note that after escalating this situation to the management team at *************** Lady ********, the case was deeply reviewed. Based on the complaints the clients claimed to have experienced while in-house, they agreed to offer a refund of $472.00, which will be processed to the original form of payment.
  
  It is worth mentioning that this will be our full and final compensation.
  
  Should the clients accept this offer, please reply to this email to send an official letter that needs to be signed by the clients before the refund is processed
  
  Best regards,

  Vacation Express Customer Satisfaction 

  Customer Answer

  Date: 01/21/2025

   
  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. I accept the compensation amount of $472. I understand I will need to sign a letter to finalize.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/28/2024

  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 took my 1st international trip through this company November 11, 2024. I used the company about 10 years ago and had a great customer service time through them. I found my self day of the trip traveling from ***************** through to ******* and needing a C5 form field out. Myself cell phone would not connect with the form several airline staff attempted to help but were unsuccessful. I found my self in the Jamaican airport standing in the middle of the floor I found my self day of the trip traveling from ***************** through to ******* and needing a C5 form field out. Myself cell phone would not connect with the form several airline staff attempted to help but were unsuccessful. I found my self in the **************** standing in the middle of the floor asking anyone for help. When I purchase my ticket and found out that a form was needed I emailed the company a week and 10 days before the trip About the forum. No 1 responded.. Again I found myself very stressed out day of my trip trying to figure out what to do so that I can enter the country...

  Business Response

  Date: 11/29/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.
  

  Please note that after a deep investigation, we found that you reached out to our reservations team on November 4th and asked for that information, according to our records, our travel advisor provided you with a link to fill out the C5 form. Also, your electronic documents sent to your email address on October 12 (30 days prior to departure) state on page #3 that As of September 1, 2023, visitors to ******* must complete the digital immigration/customs form online prior to arrival. The application process consists of a few simple questions that can be completed in less than 5 minutes by entering your passport and flight information at ************************. Each person in your party will need to complete their own form. The application can be
  completed anytime from the time of booking up until 24 hours prior to scheduled departure time for your flight to *******. That email also states that: All Passengers are responsible for obtaining the proper travel documents for the destinations on your itinerary. Please check with the respective consulate(s) or *********** to determine current entry requirements.

  Please take a moment to review your documents and let us know if further assistance is needed

  Best regards,

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22616357
  
  I am rejecting this response because: I asked about this form to two live agents and no-email link for form was sent.    The main paper work VE was concerned about was the financial payment documents.    YOU ARE a travel company and "custom service is priority one"  .    If this is not so, there is no need for you to be in business.  Traveling and having a major problem and having  ***** to help was stressfully.   Your company put me at risk of being stuck in another country WITH NO access to company/help.   Something as important as the C5 form, should have been asked for ALONG WITH the financial papers.   also BURYING the C5 form statement, allegedly posted in something, is NOT okay.   YOU risk my getting stuck in another COUNTRY!.  (I am not interest in being involved with a company that needs to right/YOUR PRACTICES  WERE WRONG.    i WILL search for a company that is concern and takes steps to ensure others will be okay when traveling to this location......   MY 1st trip with VE was wonderful, 15 plus years ago and custom service was wonderful.   I am disappointed to see this company and many others no long provide or are concerned about the customers  using services.      I WILL NOT be using VE again.     I will tell others the same and share my experience. 
  
  Sincerely,
  
  *** ***

  Business Response

  Date: 12/09/2024

  Dear customer,

  Thank you for getting back to us

  We appreciate your feedback, as it will help us to keep improving our services

  Have a great day!

   

  Vacation Express Customer Satisfaction

• Initial Complaint

  Date:10/21/2024

  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 feel as if the resort and vacation as a whole was sold as a lie. The travel agent when you try to find resorts that are up to standard should communicate all things before selecting that specific resort. We were sold that we would be having access to a pool, to a beach, and to service. Upon arriving we noticed that there was no pool the pool is under construction and you had to use amenities in an entirely different resort. The rooms had no TVs and most importantly we could not go to a beach. The resort does not have beach access whatsoever, the resort across the street does not have actual beach access but there is a ladder however all of that is under construction so you couldn't get in it anyway. No one from the United States goes out of the country to not be able to lay on the beach. Our guide on our Saturday trip states that we needed to walk 10 minutes to get to the Excursion that was planned. It is 100 outside 10 minute walk ended up being 30 minute walk and 100 weather. I wanted to just stop and cry I was having the worst vacation I have ever had in my entire life. The resort has no thrills no parties no shows it was just like I booked a hotel room in *******. We were sold a dream and came up short and I spent all of my money I am a single woman I saved I scraped my money and I'm hurt and disgusted and felt like I was treated unfairly. My ultimate goal is to be reimbursed half. I understand my fees were flights and I'm okay with paying for the flight but I am not okay with paying for that hotel it was not a resort it was a hotel. I haven't closed pictures of all said constructions and access that we were denied.

  Business Response

  Date: 10/28/2024

  Dear customer,

  Greetings,
  
  Thank you for your customer service correspondence, which gives us the opportunity to address your concerns.

  
  We apologize for the inconveniences you encountered during your recent vacation, which we have addressed with your hotel.

  
  Based on the information provided, the hotel advised us that unfortunately they cannot offer any compensation for the issues you experienced mentioning the following:

  the guest never told us about the issues she was having so there was no way of us to find a suitable option for her during the stay.
   
  Most of her remarks are part of the concept and our hotel that are explained on our description like no TV, jungle setting, the curtain is to add privacy for 2 beds since our Kind room doesn't have it. The condensation is because is so hot out, like I said most of the things are related to the concept. 
   
  About the pool, there are 2 more pools our guests have access to at our sister property and that's stated at our website as well (3 min walking distance in the same grounds)

  Thank you for understanding

  Regards,

   

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22454735
  
  I am rejecting this response because:
  My complaint is not with the hotel is with the vacation company! It's your job to let us know if all the things that aren't working not have access to BEFORE we book that trip! A great business would advise and come to them with the best plan of action. Why would any vacation company want their client to go to a resort that doesn't offer any beaches pools OF ITS OWN and amenities! I booked a stay at the plane I paid for not the other place! That hotel had nothing to apologize about it's not them I have an issue with, it's communication! 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/02/2024

  Dear customer,

  Thank you for getting back to us, 

  Please note that we escalated your case one more time to the resort but unfortunately the response was the same and no compensation was offered for this case,

  We highly suggest you contact your travel agent

  Thank you for understanding

• Initial Complaint

  Date:09/18/2024

  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 family trip through Vacation Express on 5-7-24, to ****** with 7 nights accommodations occupying 1 room at ******************** (Junior Suite Ocean View All Inclusive) Check in date 6-15-24 / check out date 6-22-24. Round trip airfare included. I paid a total of $4753.74 for the booking & was assured that the Resort was a 5 star with clean amenities. I trusted Vacation Express as a Travel Agent Vendor & once my money was collected, I no longer mattered neither was I protected. When this Vacation was planned my choice of Hotel Property was RIU PENINSULA based on the descriptions on the website of amenities. This Resort is listed as 5 star which is not true based on factual ********************** that happened upon arrival. EVERYTHING I HAVE STATED HAPPENED IS FACTS. When I arrived at ************* we should have been given a clean room with all amenities working properly. The room had not been properly cleaned. The bed linens & the mattress was worn & stained & was not a pleasant site (see pictures) I am not satisfied because I did not get what I paid for neither was my Vacation spent at the property I chose. We had to sleep sitting up in table chairs the very first night, we then had to walk around for a whole day in our bathing suites because there was not a room to accommodate us until after 4:30pm. Once we received a new room the air conditioning didnt work properly. Then the front desk employees laughed at us & thought what was happening to us was a joke. The front desk employees were rude, unprofessional, not friendly or helpful to me. We were moved in the middle of the night through the streets of ****** & was told that we would still have transportation to our Excursions the next morning which was false. Because of all these things that went wrong, the inconvenience, the lies, the rudeness, the unpleasant & unprofessional workers, the discriminatory act in the lobby at the front ********* dissatisfaction about EVERYTHING I'd like a full refund.

  Business Response

  Date: 09/23/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Could you please provide us with the booking number you are referring to?

  Regards

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 09/25/2024

  the response I show from Vacation Express is asking for my Booking# 3738738.. IATA#10-548020 

  Business Response

  Date: 10/03/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Could you please provide us with the booking number you are referring to?

  Regards

   

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 10/03/2024

  I am referring to The Booking# 3738738.. IATA#10-548020. The response is stating that the complaint was assigned to ID:22301353 which is my BBB complaint ID. If you take a look at my previous response. I had previously given the Booking#3738738 in my last response (please see all response correspondence) Thank you. VACATION EXPRESS BOOKING # 3738738

  Business Response

  Date: 10/10/2024

  Dear customer,

  Greetings,
  
  Thank you for allowing us to assist with this matter. Vacation Express values your business, and I apologize for any confusion on our end regarding this situation.

  
  Upon reviewing your case, we found that our post-travel team collaborated with Riu. Your case was escalated to Riu’s management team twice, but the outcome remained unchanged.

  
  We understand you were relocated to Riu Palace Kukulkan on June 18. Please note that Riu Palace Kukulkan is a higher-tier resort compared to Riu Peninsula, so this relocation is considered a complimentary upgrade due to the inconveniences experienced.

  
  Additionally, as a goodwill gesture, Riu has agreed to refund $400.00 to your original payment method. They have confirmed that this will be their final compensation.

  
  If you accept this offer, please respond to this email, and we will process the refund promptly.

  Best regards,
  

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22301353
  
  I am rejecting this response because: I am requesting full refund back for all monies paid. I’d once again like to stress my dissatisfaction about the service myself and my 2 adult daughters received with the Vacation we booked to go to Mexico. Our relocation was not a complimentary upgrade for us neither was it a resolution, it was an inconvenience. We chose and paid for the RIU Peninsula Resort location, and you did not provide the services nor amenities that were advertised and listed on my invoice. We encountered a number of unsatisfactory service levels and inconveniences, and I would like a full refund for the cost of our stay for all days. We checked in on June 15th 2024 and we checked out June 22nd 2024. There was a total of 3 guests affected by you not providing satisfactory service and this is not the type of treatment I would have expected from a 5 star hotel. I am very disappointed. Please refund all monies paid due to the Resort not providing services we paid for. This was not our fault, nor our problem that all of this happened, and I want all money paid refunded in full. 
  
  Sincerely,
  
  Tasha Favors

  Business Response

  Date: 10/17/2024

  Dear customer

  Thank you for getting back to us

  Please note that unfortunately, the hotel mentioned that this will be their full and final compensation.

  Let us know if you want to proceed with the $400.00 refund to your original form of payment and we will proceed immediately

  Thank you for understanding

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22301353
  
  I am rejecting this response because: This business has a damaged reputation and receives a lot of negative reviews for the same reasons I have listed as my complaints, and they are ripping people off. I figured since they were the Vendor that InteleTravel uses that Agents were safe to recommend as well as use them as Vendors. The amount of money they are offering me as compensation is unacceptable because we were guests of RIU for 7 days. It was not our fault that the Resort was unclean and did not provide the service we paid for. I spent a lot of money on this Vacation. We were inconvenienced and we missed Paid Excursions and didn't enjoy the vacation we paid for because of the mishaps. You can't just take peoples hard earned money and then when you don't provide the service that you have promised (see attached invoice- showing the rating and the amenities that were not provided) that's false advertisement. I would like to once again request for a full refund based on the contract that I paid for & signed was not fulfilled. Please take responsibility as my vacation was RUINED. I would like a full refund because when this vacation was advertised, I purchased it because of all the things they have listed on the invoice & the services were not rendered. It's a shame that this company is allowed to continue to do business and rip customers off legally, then once a complaint comes in, determines what is compensated. There would be no Business without your customers, and it should be illegal. I've proven with emails and pictures that none of the mishaps were my fault. I would like my money refunded please. This is UNFAIR!!
  Sincerely,
  
  Tasha Favors

• Initial Complaint

  Date:09/09/2024

  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.

  ******* ********** ****** *******. The trip was booked for May 29th 2024 to June 5, 2024 at the ************************* for a total of $5,750.00. Within hours of checking in - our room was robbed of cash. Management was involved and the ******* police. We checked out following due to safety concerns. Based on the package booked we are entilted to a refund of $4619.00 Vacation express was refunded for this by *****. Our travel agent even wrote to them for the refund, this is unacceptable.

  Business Response

  Date: 09/17/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Could you please provide us with the booking number you are referring to?

  Best regards,

  Vacation Express Customer Satisfaction

• Initial Complaint

  Date:09/02/2024

  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 have had terrible customer service with **. I booked a trip through an agent that unfortunately was interrupted due to a domestic violence case. I tried to reach out multiple times for documentation I needed for an insurance claim. I was told every time no information would be given directly to me. So I had my travel agent call multiple times and was still given the run around. Ultimately my return home flights were cancelled and I was never given an option to receive a refund or travel credit. Instead of discussing this with my travel agent who was handling this incident, they refunded money to the card belonging to the person who assaulted me. After questioning them for a receipt for insurance purposes, they told my agent they did not have access to that information. Why was this done without confirmation with my agent? I paid half of that portion and should have been given the option to take flight credit or reimbursement to my card. This was handled inappropriately and its MY money and I have a right to be given a receipt showing where the money was dispersed.

  Business Response

  Date: 09/07/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Could you please provide us with the booking number you are referring to?

  Thank you!

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 09/07/2024

  The booking number is 3578377. 

  Business Response

  Date: 09/17/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Please note that after reviewing your case, we could not find any refunds processed. We have not been refunded by the airline.

  If you have an email from them that states they refunded VE, please attach it to this conversation and we will be more than happy to look into it.

  In regards of the refunds, please note that as per our terms and conditions, all refunds must go to the original form of payment. In this case, all the payments were processed by ************************* so if any refund is in order, the money has to be sent to the person who paid the trip. We understand that you may have paid a portion of the trip but if you paid the other person and he processed the payments with his card, he will be the one getting the funds back to his card but at the moment, no refunds have been applied.

  Thank you for understanding

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 09/17/2024

  If the trip was booked through your company, wouldnt you be aware of the money from the airline or option for flight credit? Im not sure why you are asking me for documentation. They barely give me any information because I used a travel company. I do not want money being refunded to the original form of payment. Your policy is not a good one. What if 2 cards were used to pay for the trip? How do you determine where the money goes? In this unique case, it should be to the discretion of both travelers. 

• Initial Complaint

  Date:08/28/2024

  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 family and I took a trip to the ****************** in July of this year, booked through JB Luxury Escapes. Upon arrival, the resort rooms at the ********************* were in an unacceptable state. There was water damage and leaks in the shower, mold in the **** system, disgusting mattresses, and inconsistent electricity. We made our complaints known to the hotel and JB. The hotel tried to move us to 4 separate room which all had the same problems in varying degrees. After several hours we gave up finding a better room and waited to hear back from **. A representative of JB acknowledged the state was unacceptable, yet took 3-4 days to return with the option of possibly moving to another hotel with no guarantee of that hotels quality. During this time my family tried to return home, upset by the trip but was unable to leave the island due to the travel outage in July. Therefore, we shared we were already more than halfway through our trip and purchased non-amenable excursions at our current hotel. We responded that instead we would want the cost of the hotel stay refunded due to the unacceptable condition which did not line up with what was promised. JB Luxury Escapes then stopped responding to communications with us. Upon returning to the ** we contacted our credit card company to begin the dispute process as the merchant was no longer responsive to come to a resolution. Over the past months, JB Travel Escapes as represented by Vacation Express has REPEATEDLY lied with no evidence in dispute proceedings about how they tried to resolve this issue. Lie 1: I received an upgraded room. Lie 2: I received complimentary ammenities. Lie 3: The hotel attempted to contact me several times during my stay but I was unresponsive.I am completely disgusted with how this has been handled. Not only were the rooms unsatisfactory, they also provided health risks between the mold in the **** which made everyone sick in the room and the fall hazard of the continuous water leaks.

  Business Response

  Date: 09/02/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Could you please provide us with the booking number you are referring to so we can investigate further?

  Best regards,

  Vacation Express Customer Satisfaction

• Initial Complaint

  Date:08/13/2024

  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 contacted my agent July 4th about cancelling our sept trip. I was told by the agent that no refund was going to be given per Vacation Express. It states in my paperwork that a refund will be given. Or per email I can rebook. Neither has happened.

  Business Response

  Date: 08/17/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Please note that after reviewing our case we can see that your booking has our Reduced Deposit Plan (RDP) which allows customers to confirm their booking along with their airline tickets even though the tickets are more expensive that the deposit amount ($300.00 per person)

  Our terms and conditions indicate that if customers who added our RDP decide to cancel, their airline tickets must be paid in full at the time of the cancelation in order to receive an airline credit. In this case, your airline tickets were not paid in full, hence, no refund our credit was given to you.

  For more information, please visit the following link and contact your travel agent if you have any questions or concerns *********************************************

  Thank you for understanding

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22133978
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/17/2024

  Dear customer,

  Please find the attached screen captures taken from the invoice you sent. It clearly shows that the airline tickets must be paid in full before an airline credit is given to you. It also states that if you selected the *** your deposit is non refundable.

  I suggest reaching out to your travel agent so she can clarify your doubts

  Best regards,

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22133978
  
  I am rejecting this response because: I received an email stating that we could rebook and have the airline portion reimported. We would like to rebook for 5/2/25
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/25/2024

  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.

  On May 27, 2024 I sent over authorization for $200.00 for a deposit for the vacation. On June 5th I received an invoice and it showed that I was charged $398.00 and I immediately reached out to the booking agent. They advised that insurance was due at the time of booking but no where on the form that I signed giving authorization did it say that. The representative said they would advise their director of my issue on June 6th. On June 24th I had not heard back so I sent a followup email and wanted to cancel because ultimately this was fraud because my signature clearly was signed authorizing $200 and there was no space after checking a box for insurance that stated the new amount or that it would be taken. On June 25th a new agent responded to my email and I advised them of the same thing. We then went back and forth and they stated they received approval to give me a partial refund of $200.00 but they would not refund the insurance which I found odd because how will you refund what I signed off on but not something that I didn't sign off on.I disputed the transaction with my bank and it seems that the representative I spoke with told them they were giving me a vacation credit which was not discussed. I have email documentation of every conversation.

  Business Response

  Date: 08/01/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  Could you please provide me with the booking number you are referring to in order to investigate further?

  Thank you!

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 08/01/2024

  They asked for the booking information. Below is the information from the invoice received a few days after booking. I am also attaching the invoice. 

   

  DATE
  INVOICE
  FILE #
  REF.
  
  05-06-2024
  900B52617
  900A84057
  3781911
  HST ***** 6108 RT0001
  TICO 50026569

  Business Response

  Date: 08/05/2024

  Dear customer,

  Greetings,
  
  Thank you for the opportunity to assist with this case.
  Vacation Express appreciates your business. I apologize for any confusion on our part regarding this case.

  After reviewing your case and the provided documentation, we have decided, as a goodwill gesture, to refund the $200.00 deposit from your booking. Please note that the insurance cost is entirely non-refundable, as indicated on the booking form you completed (screenshot attached).

  
  If you accept this compensation, please print, sign, and return the attached document along with a copy of a valid ID. Once we receive these items, we will process the refund to your original payment method.

  Please note that this will be our final and complete resolution to your claim.
  

  Thank you for understanding

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22044785
  
  I am rejecting this response because:

  I did not provide authorization for the amount of $398 and I only authorized as saw on the signature page the $200. On the form I signed there is no communication on the form authorizing a new amount. If this is truly a god faith effort it would be the full amount especially since I have expressed my issues since the first day I received the invoice. Thank you for what you all have tried to do. I will be sure to review my experience.

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

  Business Response

  Date: 08/13/2024

  Dear customer,

  Thank you for getting back to us

  Please note that since you authorized to be charged $200.00, we are willing to refund the $198.00 that was "extra charged" but unfortunately the $200.00 fee is 100% non-refundable. This is also shown on the booking form that was filled out by you.

  Thank you for understanding

  Customer Answer

  Date: 08/13/2024

   
  Better Business Bureau:
  
  You all originally said you would refund the $200 and not the $198 and now not the $200. Please process.  
  
  Sincerely,
  
  *********************** ********

  Customer Answer

  Date: 09/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:  I reached out twice to resolve this matter with the company. I accepted their offer and 3 weeks later there has still been no refund to my bank account nor have I received a check in the mail. Complaint: ******** Dear *********************** ********: This message is in regard to your complaint submitted on 7/25/2024 against Vacation Express. Your complaint was assigned ID ********. ******************** has received a formal response from Vacation Express. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution. Please review their response to your complaint and advise us of your position in the matter within 7 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered. Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter. Sincerely, Customer Relations Representative ********************** ********************************************* BBB.org MESSAGE FROM BUSINESS: Dear customer, Thank you for getting back to us Please note that since you authorized to be charged $200.00, we are willing to refund the $198.00 that was "extra charged" but unfortunately the $200.00 fee is 100% non-refundable. This is also shown on the booking form that was filled out by you. Thank you for understanding Message to the BBB on Tuesday, August 13, 2024 Better Business Bureau: You all originally said you would refund the $200 and not the $198 and now not the $200. Please process. Sincerely, *********************** ********
  
  Sincerely,
  
  *********************** ********

  Business Response

  Date: 09/09/2024

  Dear customer

  Please note that we have refunded a total of $200.00 to your card ending in XXXX7885. The refund could take up to ****************************** your account

  Thank you for understanding

  Vacation Express Customer Satisfaction

  Customer Answer

  Date: 09/09/2024

   
  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,
  
  *********************** ********