ComplaintsforVacation Express

• 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.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I scheduled our 10-year anniversary vacation through vacation express. We were told during the booking that travel insurance would cover all charges if we should need to cancel for any reason. Unfortunately, prior to leaving my Mother was diagnosed with Terminal cancer and was place on hospice and was given possibly a week before transitioning. We called 5 days in advance and requested to cancel the trip. My mother unfortunately lost her battle right after. So, my wife called October to rebook the trip for December and was told they will not honor our booking and we lost the value to our flights, and we would have to spend additional money in order to rebook. Now the total cost of the trip was $6764.00. We reached out to the agency a worker name ******* answered the phone and stated " i DO NOT NEED TO HEAR YOUR COMPLIANT I CAN NOT HELP YOU. We were shocked by his abrupt tone and requested to speak with his boss...he stated that he was the boss. We requested to speak with the owner, and he stated that he could not provide me with that information. Originally, we were just looking to reschedule my booking to the Dominican but since the service is beyond poor, I would like to now request a full refund.

  Business response

  10/11/2023

  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.

  Can you please provide us with the booking number you are referring to so we can investigate and provide our comments?

  Thank you

   

  Vacation Express Customer Satisfaction

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This travel agent refuses to assist with the insurance protection plan I purchased for my trip to *******

  Business response

  10/06/2023

  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 booking, we can see that no travel insurance was added to your reservation.

  Since your booking was created by a travel agent, the agent is the only one in charge of your booking and the only one allowed to make changes unless she approves you to make any modifications.

  If you cannot get in touch with the agent i suggest you send an email to salessupport@vacationexpress so they can analyze if your booking can be released to you

  Thank you for understanding

   

  Vacation Express Customer Satisfaction

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They took the payment out after I canceled it.

  Business response

  10/01/2023

  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?

  Thank you

   

  Vacation Express Customer Satisfaction

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon arrival, they told me that my children (2) were not on my reservation, and that I would need to pay an additional fee, after accessing the hotel's Wi-Fi. I was able to present them my vacation express confirmation with children listed. After providing my reservation to multiple workers, they provided me with my room. After receiving rooms the entire party began complaining, rooms had to be changed immediately due to smell, black mold, bugs, broken Air condition, refrigerator, not working or not enough bed in the room! I spoke with ****** and she forwarded me to ******* (guest services manager). She ensures things will be resolved. After being in the hotel for approximately 3/4 and a third room change for my family, I was fed up and wanted to go back to **. They ensure they will fix the issue and switch the room for the Final time (they specified, they cant switch the rooms anymore, due to capacity). After arriving at room 610 the room had a nauseating smell of bleach, and the bathroom reeked of urine. I immediately contacted the front desk asking for ******* to come to the room. To see what we were being provided, **** standard that they were providing was below average. Once ****** arrived at the room, I explained all my concerns to her. Showing her the urine stains in the bathroom on the floor that were not clean from the last guest. And then showed her the balcony that had no lock. She explained to me that all the locks on the balcony are broken. I explained my concern being that I had a special needs son, and my two-year-old daughter that were able to open this balcony freely. Due to my concern, ****** stated that they cannot fix the lock, but they will bring a chain and a padlock to lock the door and give me a key so that I can use the balcony freely. After searching the resort, they were not able to locate the lock and chain, and provided me with zip ties. Unprofessional!I proceeded to ask ****** to fix the *** the remote was not working, she stated she will send someone up immediately. No one ever showed up! I contacted the front desk to notify them that no one ever tried to fix the *** they continued to say they are sending someone. At the bar, I noticed they had luxury . I asked for those choices, and was told I needed a Purple members band. I proceed to the service desk to inquire about it. I explained that I will pay the difference of cost. ********* told me No mami, members only '' I continued to question her answer and then was told, she doesn't speak english. Day 2 No Wifi! I opened my eyes and found a ***** crawling on the bed with my children. With no hesitation I killed it. I was then met by a few more roaches in the closet at that point I contacted the front desk multiple times, no answer. I proceeded to the front desk, and ****** was there. She proceeded to tell me they exterminate twice a month, And what I was seeing were the roaches dying. I assured her that they were not dying and very much alive! I requested the manager, and she proceeded to tell me her english is not the best. Ending the conversation with no resolution. At this time one of the other guests experienced the same thing, He had enough and was ready to check out! I immediately contacted *****, to express my frustration. Due to not having money to cancel and return home we were forced to continue the vacation filled of roaches! One of my guests had enough and couldn't take the poor service, disgusting room, and lack of concern and chose to take the first flight out of mexico. Spending less than 48 hours in ****** for our 1st family vacation. During lunch we noticed the silver ware was dirty and glasses had lip imprints. We asked for hot water and were questioned by **** in the ********************* they stated we can't provide you with hot water & was told all dishes are sterilized. We then asked for plastic cups and utensils. The restaurant brought us used plastic cups. It was obvious that they were not new and rinsed used cups. Under the lip of the cup were left over food particles. I then asked to speak to the manager, to request New plastic cups, ********* said that a sleeve of new cups would cost up to $10. We handed her a $10 bill for approximately 20/25 cups, for our group to split. Half way through day 2, attempting to find a restaurant to eat in due to all of the many rules, we proceed to the buffet. After sitting to eat with my children my son began to complain of the heat. We began to proceed out of the restaurant, and was stopped by *** and was told that my children could not take there pizza to eat by the pool side where there was an obvious breeze. They were forced to sit in a non Air condition room and sweat uncomfortably, in order to eat. Day 3 It didn't feel like a vacation, I felt like a journalist, documenting all my complaints, and hoping the rest of my guests can make the best of it. Counting down the days until it was over. After 3 days they finally sent someone to fix the Tv, and to attempt to remove the back mold out of the bathroom. With the multiple attempts they ended up painting the bathroom, and the next morning the mold was very visible.Later that night my son became extremely tired, so I proceeded to the ****************** requesting to order the food and have it sent by room service. The lady told me that we can order this for room service and that we may sit for dinner. I proceeded to wake my son up, and return downstairs less than 10 minutes later and was told we can't be seated for dinner! I immediately proceeded to the front desk where ******* contacted *****, director of food services. She was no help! I explained the situation to her and she proceeded to say can we accommodate you tomorrow? I was so disgusted I walked off to find my family's food. By morning of day 4, my family was packed and ready to leave. It became unbearable. The amount of complaints I had were extensive. We were all sleeping on top of the sheets with the fear of roaches. The air conditioners were pre-set at 25 degrees celsius, the fan spun on the slowest speed, they continuously ran out of ************* items, housekeeping were not cleaning the rooms, and they made multiple complaints. Was told housekeeping is short staffed. The elevators that were working had no air conditioning. The hotel carried a sweaty stinky moldy smell. The wifi continuously went out. The final straw was celebrating my ****************** bday in Aug. I made a reservation for a party of 14, requesting to sit together with a cake, they told me they do not provide cake, I asked if there was an additional charge. They stated they don't make birthday cakes. We arrived at the restaurant and the tables were on two opposite sides of the restaurant (*******). Forcing our family to be separated during the celebration. As our waiter had a casual conversation he asked me if I ordered a cake for tonight, I sheared what the resort told me and upon checking that was another lie! **** was by far the worst vacation ever. For me using A|A travel for all my travel needs since 2006/07 I was appalled that this hotel is run down and in desperate need of upkeep and maintenance, the pools were dirty and cloudy, not being properly filtered. I would never recommend this resort. I am requesting a FULL refund for me and my guest. **** was by far the worst experience I've ever had!

  Business response

  09/18/2023

  Dear customer

  Greetings

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

  Regards

   

  Vacation Express Customer Satisfaction

  Customer response

  09/18/2023

   
  Complaint:

  please see all booking reservation numbers:
  2682166
  2682163
  2770329
  2788965
  

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

  Business response

  09/26/2023

  Dear customer
  

  Thank you for getting back to us,

  Could you please confirm the booking numbers? The first one does not exist and the second one does not belong to you, the travel dates were August 2022

  Thank you

  Vacation Express customer satisfaction

  Customer response

  09/28/2023

   
  Complaint: 20593538
  
  I am rejecting this response because:

  I am attaching my traveling documents with the reservation number through vacation express and these are the rest of the groups reservations numbers

  
  2788965
  
  2770329
  
  2682116
  
  2683163
  Sincerely,
  
  ************************

  Business response

  10/06/2023

  Dear customer

  Thank you for getting back to us

  Please note that after reviewing your case, we can see that our post travel team is already working on this with your travel agent directly since she is the one in charge of your reservations.

  We will provide an update as soon as we hear back from the resort

  Thank you for understanding.

   

  Vacation Express customer satisfaction

  Customer response

  10/11/2023

   
  Complaint: 20593538
  
  I am rejecting this response because: nothing is being done. Vacation Express has this hotel listed and everything that was listed in my email is what my family and I endured. 
  
  Sincerely,
  
  ************************

  Customer response

  10/13/2023

  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

  10/14/2023

  Better Business Bureau:

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

  Regards

• Initial Complaint

  08/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trying to get refund on reservation I had to cancel due to family emergency. I have been getting the run around. ************************************************** (emails kicking back) *************** etc. back and forth without resolve since July 5th 2023. I am owed a refund and its terrible to have to chase companies because they dont want to do the right thing.

  Business response

  09/07/2023

  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?

  Thank you

  Vacation express customer satisfaction

  Customer response

  09/08/2023

  The booking number is *******. Additionally attached are communications supporting this dissatisfaction complaint. 

  Business response

  09/15/2023

  Dear customer

  Thank you for bringing this case to our attention

  Can you please let me know if your travel agent already contacted Vacation Express to resolve this issue?

  Vacation Express Customer Satisfaction

  Customer response

  09/16/2023

   
  Complaint: 20551020
  
  I am rejecting this response because: I have provided emails documenting the travel agents outreach.  This company refusing to reimburse after documentation and phone calls from myself and my travel agent have been made is absurd!  I will seek legal assistance on this matter if you are unwilling to resolve this through this mediation channel. 
  
  Sincerely,
  
  *********************************

  Business response

  09/19/2023

  Dear customer,

  Please note that we are in the process of reviewing your case and we will get back to you shortly

  Thank you for understanding

  Vacation Express Customer Satisfaction

• Initial Complaint

  07/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing in reference to Vacation express telling me that they will not refund me ******for a trip toDR, that I was paying on for my daughter. ****************************, told me that I will not get my money back, nor will I get a credit for my money towards another trip. I will just have to accept this as a lost. I am sorry, that is not acceptable. How can a company just keep my money like that. When I tried to purchase the insurance, the travel agency said that the insurance will only covered if the trip was paid in full. I was also told that to get an air credit, I **** need to pay an additional 500 to 600 dollars. Instead of getting my money back I was told to pay more. Why will I give you more money , when I cannot get my money I already paid. That makes no sense to me. I do not want an air credit. I just want a refund of my money paid. No one should be allowed to keep your money and not provide you with something. I do not have ************************************************************ refund, that is stealing. Booking #*******

  Business response

  07/20/2023

  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.
  

  Please note that you booked under our reduced deposit plan which allowed you to confirm your trip with a low deposit. By doing this, your airline tickets were confirmed even though you had not paid for them in full but if you want to cancel, the airline tickets must be paid in full in order to get an airline credit not a refund.

  Based on the information i can see in our system you were offered to pay the remaining amount in order to get an airline credit but you declined so no refund applies

  You can review our terms and conditions by clicking on the following link *******************************************************************************************

  Thank you for understanding

  Vacation Express customer satisfaction

  Customer response

  07/20/2023

   
  Complaint: 20329294
  
  I am rejecting this response because: it is not acceptable to expect me to pay more money for a credit , I do not want or need. I know your company have insurance coverage to refund customer in situations like this. If you keep my  money and not give me a credit or refund that  is stealing. Bottom line. You cannot take my money freely and not provide me with anything. No I have no intention on giving you more of my money. You have my 752 dollars and I have nothing. In the name of *****, I rebuke your decision. I pray you make the right decision.
  
  Sincerely,
  
  *******************

  Business response

  07/26/2023

  Dear customer,

  I am really sorry but no refund can be granted.

  The cost of the airline ticket was $1219.75 and you only paid $752.00, we ended up eating the difference of $467.75 

  Thank you for understanding.

  Vacation Express customer satisfaction

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: 03/24/23 Total amount paid to the company: $6156.00 which included - 5 nights accommodations for 2 adults occupying 1 room - Studio Ocean Front All Inclusive - Check in Date: 12 Jun 2023, Check out Date: 17 Jun 2023 The dispute is: we arrived as planned on 12 June 2023 to find our reservation had been canceled. We sat over five hours on our honeymoon in the heat waiting for the resort to find us a place to stay; half way through the week we had to pack up and move to another room because they were booked. Needless to say our honeymoon paradise was ruined; we called Vacation express multiple times we were told it was escalated to internal so they could not check on it and would not give us another phone number to call; had us fill out a form and told us it would be ***** hours until we heard something; it has been over four weeks. They have not reached out, offered to compensate us for the inconvenience or try to make it right in anyway. booking number is ******* under my husband's name **********************.

  Business response

  07/15/2023

  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 reviewed your case and in fact, your room was canceled by error, but the resort was able to accommodate you and provided you with an upgrade to a one-bedroom oceanfront suite instead of the studio oceanfront you paid for.
  

  We look forward to assisting you with your next vacation needs.

  Vacation Express customer satisfaction

  Customer response

  07/16/2023

  This is not acceptable. We flew a long way to get there on our honeymoon. We sat in the heat for over five hours. The resort did find us a room, this was your job. You failed. We then had to move from that room because it was already booked. So we had to pack twice an move. You owe us half our trip money back. 

  Business response

  07/20/2023

  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 reviewed your case and in fact, your room was canceled by error, but the resort was able to accommodate you and provided you with an upgrade to a one-bedroom oceanfront suite instead of the studio oceanfront you paid for.
  
  We look forward to assisting you with your next vacation needs.
  
  Vacation Express customer satisfaction

  Customer response

  07/20/2023

  They obviously are not reading my comments. 1) the fact is our honeymoon vacation was canceled. 2) the resort found us a room after waiting over 5 hours 3) we then had to move from that room into another room. Our vacation was spent packing repacking and waiting. 4) you, vacation express, inconveniences us and ruined our honeymoon not the resort 5). You are a business and are obligated to give your customers what they pay for. You did not. Please refund 50% of pur money. 6) we will not be using vacation express again. We used you three times, the first year was nice, the second year we also had issues sos not get what we paid for and had to dish out mor Money when we arrived this is the third and last time 

  Business response

  07/26/2023

  Dear customer

  Thank you for getting back to us,

  You did not get the room you paid for but your received an upgrade at no charge. Unfortunately, no refund can be processed.

  Thank you for understanding

  Vacation Express customer satisfaction

  Customer response

  07/27/2023

   
  Complaint: 20302752
  
  I am rejecting this response because:
  They clearly are not reading my comments. If they are serious about satisfying their customers they can cl me. I am tired of talking at this point
  Sincerely,
  
  ******************

  Business response

  08/03/2023

  Dear customer,

  We have read all your comments, however, since you received a free upgrade, there is no other compensation due.

  As a gesture, Vacation Express is willing to issue a future travel credit for a total of $150.00 to travel by July 01, ****, keep in mind that this will be our full and final compensation

  Have a nice day

  Vacation Express customer satisfaction.

  Customer response

  08/03/2023

   
  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.
  Although there was no. Upgrade when you have to keep changing rooms. 
  Sincerely,
  
  ******************

• Initial Complaint

  07/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Complaint (booking ref: NCJF61) against agent (*********************)*********************** and *************** wedding Travelers: *****, *****, *****, ******, *****, ******************* and ********************* ***********: ********** 16th to 23rd June 2023 Extensive details and support are provided in the attachement In summation, ********************* is:- Incompetent and unresponsive Has no eye for detail Refuses to sort things out when problems occur and then blames the customer Abusive and threatening However, of greatest concern is her abusive, threatening and completely unacceptable verbal and electronic communication with my family which cast a real shadow over the last two days of the wedding and caused acute anxiety to my wife and the bride. This person has no place in dealing with customers. The bride had recently lost her mom and ***** was aware of this and her actions and verbal threats were inexcusable. I am out of pocket $437 but given the slanderous and abusive dealing with this woman I would demand that you make a substantive offer of compensation. I would except a re reimbursement of the whole package. We paid some $16,000 for the privilege of being verbally abused your employee and were required to sort out her errors on the ground on numerous occasions as detailed in the attachment. She claims to be a member of the ethical travel agency which is amazing given her conduct. We are also considering taking this up with the travel agency governing body and consulting our lawyers. Further, we are bringing this to your attention is to stop this ever happening again to a family especially on a happy occasion like a wedding. There is no doubt that she tried to ruin the whole experience for the party and cause as much anxiety as possible.

  Business response

  07/07/2023

  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.

  Did you book a vacation through us? We do not recognize your booking number, can you please confirm and advise?

  Thank you!

  Vacation Express customer satisfaction

   

  Customer response

  07/11/2023

  Our trip was booked and organized by *********************, Travel specialist, Making Memories Travel (tel: ************)

   

  Business response

  07/15/2023

  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.
  
  

  Can you please provide us with your vacation express booking number? We do not recognize the one your provided us with.

  Regards,

  Vacation Express customer satisfaction

  Customer response

  07/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have decided to withdraw my complaint as it is clear that there is not a direct relationship between ********************* and Vacation Express

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

*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. ↩