36 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Victoria L
3 stars07/03/2024
Vacation rips off many of their customers with tripling prices that the resorts don't do customer service ***** most of the agents answering are rude they don't want to help when they find out you are an independent travel agent the policy with them keeping your money is beyond ridiculous as much as i hate to use this vendor for my clients at the same time its one of the more common options for vending vacation express can be a bit more understanding when ppl have situations instead of just keeping moneyReview from Tracey F
1 star06/05/2024
My name is *************************** and I am the group leader for the Mikes Family and Friends Reunion. Our trip will be happening July 18th, 2024. I am writing this review as my experience with vacation express via a travel agent hasn't been a pleasant one. We have signed a contract and agreed to terms has been stipulated in the contract. Vaction express has not honored that contract and has changed rates on us eight months after our contract was signed. I have guests that have requested their rooms to be canceled since April 12th, 2024, and still have not received their refund. Well within the timeframe to get a full refund of their deposit. In the contract, it was stipulated that we will get a certain number of individuals comped based on the number of paying adults. The agent informed us that those who are being comped did not need to pay upfront per a supervisor from vacation express. Well needless to say, vacation express will not hold up their end of the deal, they will not honor what they have said and also now states that if those individuals did not immediately submit payments their rooms will be canceled the refund of any amount previously paid will not be refunded. Vacation express is not a good company, they have unscrupulous business practices, they do not honor contracts and I will never again deal with them in the future. I have informed the travel agent to inform vacation express that I will be pursuing this matter in court for a breach of contract, unscrupulous business practices, undue stress, they are not customer friendly, they are dishonest in their practices, and I think that even giving them a rating of a 1 is too good for them.
Vacation Express Response
06/14/2024
Dear ******************,
Thank you for sharing your feedback with us.Vacation Express appreciates your business. We are sorry to hear about any difficulties, and we are always focused on immediately resolving any discrepancies.
Based on our records, there is nothing to indicate any change in rates has occurred. We have reached out to your travel agent to clarify any changes in rates that *** have been communicated to you, but from our perspective, there is nothing to indicate any change in the contracted rates.
Regarding the complimentary guests included in the special amenities offered to the group, an authorization was granted to allow this value to be applied prior to travel, and this has been communicated to your travel agent as well as to the Director of Group Travel for this travel agency. The complimentary guests will be adjusted, and bookings will not be cancelled.We trust that this will be satisfactory and look forward to assisting in your future travel needs.
Vacation Express Customer SatisfactionReview from Stephanie F
1 star04/18/2024
Hotel room had roaches.. we were told after 3rd day they would move ** after agent called. . I asked for refund for 3 days and they said it had to cone from hotel..hotel said it had to cone from vacation express. No one responded since . The room had so many holes in it ! Flights were all delayed thru american ..missed connecting flight and had to pay for another hotel until next flight arrived...These trips cost far more in long run..don't be fooled by these "deals."Vacation Express Response
04/25/2024
Dear customer,
Thank you for taking the time to review us.
As discussed, this situation has been resolved in a satisfactory way for you.
Have a good day!
VE - Cares Team
Review from Julie W
1 star04/13/2024
Horrible. Its important for people to know that the vacation express system and the airport system dont really talk. We arrived at the airport only to find out my mother was not on the flight manifest. There was absolutely no recourse because the representative at vacation express said that we were on the flight on their end and the agent at the airport said we were not. In the end we had to buy another ticket on another airline Because the flight that vacation express said they booked us on was full. I sent my 74-year-old mother on a flight by herself and paid almost $700 for another flight. Vacation Express has yet to reimburse me for that flight and denies that they have any responsibility for this.Vacation Express Response
04/16/2024
Dear consumers,
This situation has been taken care of.
Review from Teri H
1 star02/20/2024
I would not use them again. Customer service was not helpful. Booking information is very misleading ************* is worthless. Very un-happy. I am not even excited about the trip. I will not use this service again and would not recommend them.Vacation Express Response
06/14/2024
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?
Regards,
Vacation Express Customer Satisfaction
Review from Waka P
1 star02/14/2024
The service is terrible. There prices are higher than any other site and if you have a service issue they simply say sorry. I have used them for years and I have to say I never will againVacation Express Response
02/16/2024
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 looked at our records and we can see that you were trying to upgrade your room but disagreed the amount you would have to pay for that upgrade. You also mentioned that you received different prices on each call but please remember that prices are constantly changing, and it does not depend on us since the rates are being provided by our suppliers.
Thank you for understanding.
Regards,
Vacation Express Customer Satisfaction
Review from William K
1 star01/19/2024
I had a booking agent book a vacation to Margaritaville in *********** was supposed to be a all **** resort. My agent has a picture that says it's all **** but it isn't. My agent tried to call to get my deposit back but they hung up on her. I tried to call & they just kept saying that they could only talk to my agent. Take my advise don't book anything through this Co. they are horrible on customer ************** will mislead you to believe a resort is something that it's not. I wish I could leave them no stars.Sincerely,***************************Vacation Express Response
01/21/2024
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?
Regards
Vacation Express Customer Satisfaction
Review from Kathryn K
1 star01/02/2024
Horrible Horrible Horrible customer service, just like other reviews the staff is not friendly at all and could care less to help you. DO NOT USE.Review from Tonya H
1 star11/27/2023
Missed my flight due to an error at the airport was told to call the airline to reschedule but was directed back to Vacation Express. I gave them the reason and was told I could reschedule for extra pay. Told them I did not have extra funds they then said they would reach out to the airline and hotel for refund. What issue I had with them the most was poor customer service they kept hanging ** in my face and having me on hold forever. I finally got a supervisor and was told there was nothing they could do only ********** for hotel. That trip was very expensive and they just took my money.Review from Tasha H
1 star11/16/2023
My travel agent used them to book vacation and it's absolute disaster. I tried calling them to get a situation worked out they hung up on me when explaining call back and they told me that they could not speak with me only the travel agent and hung up again. I would never book or use a travel agent that book through them.
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