ComplaintsforVacation Express

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  During my trip to ******* from July 3rd to July 7th, 2024, I encountered a series of challenges with my resort booking. Upon arriving, I realized that I had reserved a room at the wrong resort and should have been at a different location where my family was staying. Despite speaking with a resort representative and my travel agent, I faced difficulties with transferring my reservation.I contacted VE for a transfer to the correct resort, but after waiting for 6 hours without any response, I decided to make my own way to my family's resort. This unexpected change led to additional expenses as I had to book a room at my family's resort for $1480.Despite my travel agent's assurance that my reservation would be transferred, the process faced further complications. After my return, I was still awaiting information regarding the refund for the unused nights at the original resort. I seek a refund for the nights at the resort where I did not stay and hope for a prompt resolution to this matter. Thank you for your attention to this issue.

  Business response

  07/15/2024

  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 in order to investigate further?

  Regards,

  Vacation Express Customer Satisfaction 

  Customer response

  07/15/2024

   
  Better Business Bureau:
  
  I am replying to the action that is needed from Vacation Express. In which they are requesting the reservation number which is 3440195.

   

  Looking forward to a response,

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Booking # ******* We planned vacation with a travel agent who used Vacation Express to book, along with 2 other families. A party of 11 total. We also booked private round-trip transportation for 11 to & from airport thru VE who used Nexus for transportation. All 3 rooms paid in full along with transportation before we left for trip. Attaching documents for both and receipts for extra charges upon arrivall. We had to provide our children's dates of birth which is on paperwork correctly. Travel Agent sent quotes and we agreed upon price and paid it. Again ages were correct on paperwork. Upon arrival we were told we had to pay $115 (which later turned into $734) more bc had my daughter listed as child by her name, but age 18 also written I told resort we paid in full and showed documents with her age as 18 listed by name on paid paperwork. Contacted my *********** said everything was correct and paid. I also contacted VE and they told me they couldn't do anything and our agent had to. We called agent and she was working on it and she couldn't get anyone to talk to her either. Two days later resort locked us out of our room demanding we pay $734. We already PAID IN FULL! We called VE again that night and next am and they wouldn't help. We emailed support also with no help. So the only thing we could do is pay the $734. I emailed several times with a VE employee telling how we paid in full before leaving and only response was "get with your agent" Also, upon leaving we found out NEXUS set up thru VE was only sending transportation for 4 of the 11 of us and told we had to pay $105 more to get others to airport. We had documents showing round-trip transportation with all 11 of us. They said we only paid for 4, we showed paperwork roundtrip with 11 names, they demanded more money or no ride. We paid in full before leaving and provided all correct dob's showing ages and they gave us a quote and it was paid. Can't change a quote given and paid in full after the fact.

  Business response

  06/17/2024

  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 we are currently working on your case and will get back to you as soon as we have a resolution

  Best Regards,

  Customer response

  06/17/2024

   
  Complaint: 21835034
  
  I am rejecting this response because: this the same response was given 2 weeks ago via phone and email and provided all paid documentation. I simply want my money back that I was charged extra  after arriving at resort for room and transportation when we paid in full with an agreed upon amount before arrival. We gave all correct ages and number of people.
  
  Sincerely,
  
  *********************

  Business response

  06/24/2024

  Dear customer,

  Please note that we are still working on your request. We are in constant communication with your travel agent as well as with the resort in order to provide you with a resolution as soon as possible.

  We appreciate your patience

  Vacation Express Customer Satisfaction

  Customer response

  06/24/2024

   
  Complaint: 21835034
  
  I am rejecting this response because: this should not take this long to settle. The information is clear. I submitted original receipts abd what we were charged after paying in full. I want a refund for the extra money charged for stay and transportation as we paid in full before arrival.
  
  Sincerely,
  
  *********************

  Customer response

  06/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business response

  06/28/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  We are currently in communication with the clients, a refund has been approved and we are finalizing some checks before the refund is processed

  Regards,

• Initial Complaint

  05/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for a transfer from ***(************) to *************************. Transfer never arrived to the airport and I was stranded for over an hour waiting on the transfer service that was already paid for. Ended up paying $96.46 for a taxi to take me where I needed to go and the company told me that they would issue me a refund. Issued a refund in the amount of $94.11 ON SOMEONE ELSES CREDIT CARD. The credit card that paid for the trip and not my credit card which was the one that paid for the taxi. Has not offered to refund ME MY MONEY SINCE and have been making me jump through hoops to revive my money.I have not been reimbursed for the money I paid for the taxi and the company will not even speak with me outside of the travel agent who booked the trip. I need my money back in the form of a check or to the card that I still owe the taxi balance on.

  Business response

  05/28/2024

  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 look into your complaint as soon as possible?

  Regards,

  Vacation Express Customer Satisfaction

  Customer response

  05/28/2024

  Booking number is *******

  Business response

  05/30/2024

  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, we can see that a refund of $94.11 was issues to your card ending in XXXX2030 back on May 23rd.

  If this card does not belong to you, please contact your travel agent since she was the one who applied those payments to your booking and added your name as the cardholder's name. Only one card was used to pay for your booking and 2 different payments were applied. One of them was processed on April 15 and the other one on the 18th.

  Let us know if you need further assistance

  Vacation Express Customer Satisfaction

  Customer response

  05/30/2024

   
  Complaint: 21764173
  
  I am rejecting this response because:

  as I stated previously the card used too book the trip was NOT the card that was used to book the taxi. The card used to book the trip I am an authorized user on and I am not responsible for paying that bill. The card used for the taxi is the actual card that I am responsible for paying for which means I still have to pay a bill for something I shouldve never had to experience in the first place. Since Im not responsible for paying for the bill in the card you refunded me, the person whos responsible for that bill and who paid for the trip benefited from the refund. Not me which means that Im still having to post for the taxi. And your solution to contact my travel agent does not do anything to hello to resolve the solution.

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

  Business response

  05/30/2024

  Dear customer,

  Thank you for getting back to us.

  Please note that as per our terms and conditions, all refunds must go to the original form of payment which in this case is card you used to pay for the trip.

  We are unable to issue refunds to any card that is not on file

  Thank you for understanding

  Vacation Express Customer Satisfaction

  Customer response

  05/30/2024

   
  Complaint: 21764173
  
  I am rejecting this response because: then you should have either asked me to use the card on file when you requested me to PAY FOR MY OWN TAXI AFTER YOU WERE ALREADY PAID to use a transfer service. Or you should have provided me with the funds to pay for the taxi myself instead of reimbursing me which to this date you still have not done. I have not been reimbursed for the taxi I shouldnt have had to pay for in the first place. Someone else benefited from the refund you provided. Not me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A group of seven friends and myself recently traveled to ******** for seven days. In order to reduce complexity in booking several members of our group booked separately. I booked a 173 USD private transfer on the website for the 15 minute ride from the airport to our hotel. The website clearly stated "valid for up to eight passengers" and had no available entry point for my other travelers. I collected the monies from my group and assumed we were good to go.When we arrived at the airport after 8hrs of travel the agent on site informed me that the private transfer was only valid for the person who booked it. She did her best to contact ****** and resolve the issue (She was very sweet), but wasn't able to get anywhere. After waiting for 30+ minutes in nearly 100 degree heat we were forced to make other arrangements. I was unable to leave the other members of my group because I was the active chaperone.I contacted vacation express after we reached the hotel and fully expected a refund based on the situation. I was then transferred to the "destination team".This is where things get interesting. Over and over again, using multiple attempts to use different contact methods I was transferred to the same person. (I think systematically) This person agreed to refund me for the return trip but vigorously refused to return the original transfer. We had another member of our group arrive the next day and they were also refused transfer service / a refund, this time because "she didn't confirm in time". Neither her nor anyone in my group physically saw a single Nexus bus at the airport. The person responding to my emails has spent more than the $86.50 cost typing out emails. This wouldn't make sense unless there was some widespread benefit to this strategy.I'm pretty confident they are operating a scam and vacation express is unaware.

  Business response

  05/25/2024

  Dear customer
  
  I hope this email finds you well
  
  I am contacting you in regards of the recent review you left on our Trustpilot profile.
  
  Upon investigation, it appears that you're correct: our private transfer service is designed for up to 8 passengers, but your booking only included 1 passenger. Consequently, you were informed that the transfer was valid for you alone. However, it's possible to add up to 7 more passengers to your reservation, provided they're all traveling on the same flight since you're paying for a single vehicle.
  
  Ideally, you would have contacted our reservation team to provide the names of the passengers you intended to share the transportation with. It seems this process wasn't clear to you, and I completely understand your confusion. This appears to be your first booking with us, and we're eager to improve your perception of our company.
  
  I'm here to assist you, so please let me know what resolution would best satisfy you. We'll then assess whether your request can be accommodated.
  
  We look forward to hearing from you soon
  
  Thank you!

  Customer response

  05/25/2024

   
  Complaint: 21757577
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I appreciate your timely response. 
  
  And it is refreshing to hear "However, it's possible to add up to 7 more passengers to your reservation, provided they're all traveling on the same flight since you're paying for a single vehicle.". Up until now I was under the impression it was not possible to add the additional passengers on the same flight to my reservation. The agent on site tried to do this multiple times and was unsuccessful. I think she was calling ****** though. I did not have cell service because I was in a foreign country, and was unable to call the reservation center so I had to rely on the agent.

  I guess I have a couple of suggestions and one ask. I'm a software developer by profession, and would suggest improving the booking site to prompt the user for all ************************ names when they book this type of transfer. They could always say I'm traveling alone (if that's true), but at least they would be forced to provide some sort of a response. As a second lesser affective suggestion, I'd work with the local agent if possible, and train them on how to quickly resolve this situation and who the appropriate person to contact would be. She tried her best, but couldn't get anything done.

  As for my ask, I'd like to be refunded for the remaining $86.50 so I can redistribute the funds back to the other travelers in my group who split the cost and sat in the scorching heat while the agent and I were trying to get this resolved. We were forced to book a much more expensive transfer as a consequence, but I'm okay with "taking the hit" on that one as a compromise.

  Thanks,
  *****

  Business response

  05/25/2024

  Dear customer,

  Thank you for getting back to us

  Please be sure that your comments will help us to keep improving our products and services.

  To express our gratitude for choosing us as your travel provider, we're happy to refund the remaining $86.50. Prior to processing the refund, we kindly ask that you update your review on our social media platforms. This will help us demonstrate to our customers that we've addressed your concerns in a timely manner and resolved them satisfactorily.

  We sent an email to you before your review was posted on the BBB site but unfortunately, we did not hear back from you.

  Please let me know if this response fulfills your request

  Have a great day!

  Regards,

  Customer response

  05/25/2024

   
  Complaint: 21757577
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I have responded to all of my social media posts with the below or something similar. Please confirm that the refund has been processed and I will resolve this claim.

  Posts:
  "Vacation express reached out to me about this complaint and agreed to refund the initial transfer.
  I also suggested updating their site to make it more clear and training their staff to resolve this type of issue more efficiently. They have received my comments and will take them into consideration.
  That is all I can ask. Thank you Vacation Express"

  *****

  Business response

  05/30/2024

  This issue has been resolved in a satisfactory way for our client.

  Customer response

  05/30/2024

   
  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,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 29, 2023 I booked a room using a agent representing vacation express. We were to arrive August 11,2023 and check out August 14,2023. I contacted the agent to cancel my booking as I was hospitalized and unable to travel per my doctor. The company makes it impossible to cancel the booking if you used their representative. So I had a ******************************* reach out to me via email and requested my documentation that I was hospitalized. This has been sent and Im being told I cant have my refund even though I had the insurance. Im told the agent waited too late to cancel my booking. Which is untrue as I also have messages from her. Im told he can issue a travel voucher to be used. Im still unable to travel as Im injured so there is no way I can travel. I would like my refund of ****** as thats why I purchased the insurance to begin with. They have predatory practices. ****** said the travel agent isnt a representative of theirs just somebody who can use their name to book and they arent responsible for her. Yet confirmed in the email that I would not have been able to make changes. What sense does this make. This is very poor customer service and false advertising

  Business response

  01/12/2024

  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.
  

  I am fully aware of your case and as we already tried to explain, your travel agent did not cancel on time which is why in the first instance, no credit or refund was provided to you. When your case was brought to our attention, we requested the medical documentation and agreed to make an exception and honor the travel voucher you were *********** based on the type of insurance you added to your booking. If you visit our website and look for the insurances we offer, you will see that the one you purchased gives you a travel voucher not a refund.

  Since you mentioned you would not be able to travel in a few months, we made another exception and agreed to extend the voucher from August 10 to December 31, ****. We are giving you about 4 more months to travel but it seems that the only solution for you is a refund which unfortunately, cannot be granted.

  Thank you for understanding

  Vacation Express Customer Satisfaction

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vacation Express - Cancellation Confirmation for#******* I booked a trip to ****** through a travel agent a friend recommended with the original departure and return dates of July 6 through the 11th **** and paid a deposit of $1462 on September 29th, 2023. When this trip was booked I was not advised by the travel agent or Vacations Express that any residual travel credits would have to be used for International Travel where Vacations Express travels. that if I cancelled and wanted to rebook using any residual credits I would have to book an international flight. At the end of December 2023, my significant other was advised that she would not be able to take that time off and we needed to reschedule. I then reached out to ******************************* (Travel Agent) and advised that we needed to move the dates to September 16 through the 20th. I was then advised by my job that there is a mandatory corporate event that I must attend from September 19 through the 21st. At that point I determined that I would just cancel the trip to ****** altogether, get the credit of the $1,462 I paid, and rebook a separate trip. When Vacations Express issued a refund I was given $518 each for myself and my significant other in Travel Vouchers on Delta, then Issued "residual credits" for $172.55 for myself and my significant other. After calling Delta and learning that these "residual credits"can only be used through Vacations Express, I then called Vacations Express and discussed booking a trip to **** ****** and was advised that Vacations Express doesn't book vacations domestically. and that if I wanted to utilize my "residual credits"I had to book a trip internationally. I paid $1462, and can only use $1036 of that money Vacations Express won't refund the $345.10 and this is still not my entire amount. I don't agree that Vacations Express should be able to hold my money hostage and dictate where I can and cannot travel. I want the $345.10 returned to me as Vacations Express shouldn't be able to just keep more than $400 of the money I paid them!!!

  Business response

  01/18/2024

  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 can see that your trip was booked through a travel agent so in this case, she was the one in charge of your reservation and the one responsible to let you know about policies, procedures etc.

  I talked to our air department team and i was told they talked to your travel agent on January 05, and clarified amounts, expiration dates and also, what the residual value would be. Worth mentioning we were never told you wanted to use your residual value to fly domestic, we have no records and never refused to book a domestic flight for you.

  We have added notes to your reservation, so you don't have issues while redeeming your residual credit which expires on December 29, 2024

  We trust that this will be satisfactory and look forward to assisting in your future travel needs.

   

  Vacation Express Customer Satisfaction

• Initial Complaint

  11/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I cancelled the ********* within enough time. I was advised that I would be given a refund and have not heard anything back from the company.

  Business response

  11/29/2023

  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 and get back to you with a resolution?

  Thank you!

  Vacation Express Customer Satisfaction

  Customer response

  11/29/2023

  My reservation number is 3321791 name ***************************** it's a group booking under *********. She has been trying to get my refund and has been getting the run around. I would like to get my money back

  Business response

  12/06/2023

  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, we can see that the refunds were processed on November 29th.

  Thank you for understanding.

  Vacation Express customer satisfaction

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Horrible business practice! Paid $1900. For all inclusive trip to ******* 1 week prior to departure I was told there's no return flight for me on my scheduled return. These were my options stay in ******* another day catch a flight that will be 80 miles from my home or pay $270 more for a new flight all ridiculous options in which I did not agree. We can refund the flight portion of the reservation I agreed to the refund my vacation is less than a week , called to ask about my refund it takes 10 days nobody advised this at all. Need complete refund of $1908.00 found this company to be crooks!

  Business response

  11/29/2023

  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, we can see that the issue with the return flight was due to a ****** Airlines schedule change, but this was not Vacation Express's fault. When this happens, the airline gives us some other options to communicate to our clients, they might be good for them or might not, the other option is that if the schedule change meets the requirements, we could get a full refund for the cost of the airline ticket so our clients can look for other options. From what I see, you opted to get a refund which was applied to your card ending in XXXX8062 in the amount of $585.00.
  
  The refund could take up to 10 business days to be posted on your card statement, but that does not depend on Vacation Express but your bank.
  
  We trust that this will be satisfactory and look forward to assisting in your future travel needs.

  Vacation Express Customer Satisfaction

  Customer response

  11/29/2023

   
  Complaint: 20911553
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  11/22/23 Representative stated deposit would be instant that's the only reason I agreed to canceling flight.  Accommodations for hotel paid in full without flight or funds to purchase flight. Vacation Express has not tried to accommodate airfare at all just a lot of rudeness and unprofessional response 

  Business response

  12/06/2023

  Dear customer,

  Thank you for getting back to us,

  Can you please confirm if you have received the funds?

  Thank you!

  Vacation Express customer satisfaction

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Morning,I booked ******* back in May of 2023. I have been making payments as scheduled on this trip. In October 2023 another person was added to the trip but then decided not to go so she cancelled the trip. Vacations Express took the money from our booking to pay for her airline ticket which left us owing an additional $2000. When I contacted them to ask how they could take money from our booking for the additional person that cancelled they stated that it was for her airline ticket. This process does not make any sense since she never paid any money and cancelled the trip within the given time. Then, I asked for a refund, and they stated they could not ***** me that all they can do is issue an airline credit in her name mind you she never paid any money. Then, I asked if the airline credit could be put in my name since I will have to pay this money and they stated no. I finally asked for a manager which they could not provide. Then, I asked for a phone number because the one on the site is not correct, they could not provide that either. Finally, I was able to get an email address so I sent a complaint to that, and the response was they would get back to me in a week or so and I have not heard back from them. I am just trying to get a refund for the extra money or my name to be on the airline credit. PLEASE HELP!

  Business response

  11/22/2023

  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.
  

  We have investigated and we can see that this issue has been resolved in a satisfactory manner for you and a refund of $1878 was processed to your card ending in XXXX3017 on November 20th.

  Best regards,

  Vacation Express customer satisfaction

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I booked and paid for a trip to *******. After this, the pandemic hit and we were unable to go. We then later booked a trip to the ****************** with the money on this account, however this trip was over $700 cheaper than the original one that we paid for. We were then due a refund. We just booked another trip with this company and called to request that our refund money to be applied to the new trip and were told that it "expired." They are calling it a "voucher." The fact is that we overpaid and were due a refund and they are refusing to give us our money back.

*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. ↩