ComplaintsforAloha Hawaii Tours

• Initial Complaint

  09/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was promised a vacation and that I could chose from any of the available destinations. Aan email was sent with instructions that require one tos elect a destination without knowing which hotel one is selecting. When I asked the initial representative, she went through a list of providers like ********, ********, *****, etc. While the towers drive did not specifically state that one would not know ahead of time, it is misleading and deceptive to not be forthcoming and advise when something deviates from prevailing travel-industry practices of being able to select just one is buying. Furthermore, one is also locked in to a specific destination and it cannot be changed. Upon reaching the site where taxes and fees are assessed, when it is such a specific amount that is shut charged it is because you already know what hotel is on the back-end. Why create a layer of deception?RedeemVacations is used as the third party provider. What are you hiding s tied party when your core business is wholesale at-cost travel? It is to deflect responsibility. Please resolve this with me and avoid having to file a complaint with members of the Hawaii legislature, and the Offices of Attorneys General of both States. You make it an art form to reply to answers in this medium and make it seem like its an honest misunderstanding when it is a methodical process which the agents are trained to finesse. It is NOT in good faith.

  Business response

  09/23/2024

  Aloha Jack,

  There are multiple properties to choose from within the hotel certificate system. We are not hiding or avoiding anything. And the reason that the taxes are specific, are not because we know exactly what hotel, but because the taxes are set based on the state of the destination you select. Therefore state taxes based on the stay.

  A customer service agent will be calling to walk you through your redemption and answer any questions. We do wish you would have called first for support before going to the BBB, then we could have cleared up all your misunderstandings.

  Thank you.

  Customer response

  09/26/2024

   
  Complaint: 22322220
  
  I am rejecting this response because:

   

  this is all  lies - you dont get this rates if you offer your clients at cost travel. Its all fluff. I stayed in the big easy 4 times in the las twelve months and the sample hotels dont charge that for a standard room. You pocket the difference 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attended a presentation by an Aloha Hawaiian Travel representative on 09/18/2024 via ****. I was told they wanted feedback on their presentation, and in exchange a Free 4/5 night cruise which is not the case as they charge $49.95 to redeem the free stay and in the fine print they state port fees and taxes. I purchased a travel membership under false claims that i would receive discounts on travel, flights and hotels. I was told i have to buy now or the deal would go away, I mistakenly felt so obligated i agreed to purchase this scam, once on the website the links don't work, I asked about the cancellation policy, she dodged the question and changed the subject. Despite my concerns, the representative continued to push the product, insisting I would save money and earn more points but infect we do not. I called requesting to cancel my membership as I am now having to pay $99 at sign up and $999 for a membership that i was also never told included interest. for 18 month. When calling to try and cancel they give you the run around. and after reviewing the reviews for this company its a total scam. I need help getting out of my contract- I pray its possible. I would just like to end the month payments that are at $57.41 for 18 months starting 10/20/2024. Is this possible?

  Business response

  09/25/2024

  Aloha,

  Regarding the cruise certificate, it is stated from the beginning on the advertisement that this is a voucher and that the recipient is responsible for taxes and redemption fees. That is not an issue.

  When you become a member with us, you do in fact gain access to the ************ services which provide discounts on travel. We can provide endless examples and we will contact you directly to offer that support.

  "once on the website the links don't work" --> We are not sure what you mean by this statement, but we will call to assist you with this.

  The terms of the financing, including the interest rates, are clearly presented to you during the decision-making process. We will send you proof directly as this statement you have made is a lie.

  We have on file that you called and spoke with a manager on Friday who provided guidance and support, who also showed you some great booking options for a trip, and you expressed satisfaction with seeing those options.

  We have good reviews and bad reviews, like any company. We address them all and reply to each to make every effort to resolve every concern.

  A manager will call you back and assist you further. There has been NO issue with the delivery of service and benefits.

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company contacted me on September 13th 2024 at 5pm asking me to join a Zoom meeting at 5:40pm for a travel meeting with incentives. In which I did with the promise to receive a 4 days 3 night hotel stay of my choice. I attended the zoom. I didn't purchase anything because they would allow us to look at their website before becoming a member. I don't buy the membership and I asked for more time to do my research on the company. After the zoom meeting I received and email with my gift code on it along with the steps to claim my gift. The code didn't work. I emailed them back they gave me another password that didn't work! I'm and IT engineer, I work with codes all day. I did more research and this company is not legit. I looked at the complaints on and they are doing great harm to hard working families. This company uses a fake BBB page in their presentations that shows they have a A+ rating with you all and have been on your site for over 15 years. BBB shut them down.

  Business response

  09/18/2024

  Aloha,

  This customer contacted us for assistance a few days ago and our team helped reset her password and logged her into her certificate account.

  All is resolved.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was offered a cruise plus a 100 voucher for doing a webinar and for using my laptop at the end of the webinar I was only offered the cruise and was told I would get an email with a couple of minutes never got the email I was advised that I would have to pay port fees and taxes on the cruise but I never got the email and they last gentleman I spoke with said nothing about the second free gift for using my laptop

  Business response

  09/16/2024

  Aloha,

  We advise everyone during the presentation to check their spam folder in case they don't see their gifts after the webinar.

  Your gifts were sent to you in a timely fashion after the presentation.

  You would have been welcome to call us for assistance locating them before immediately jumping onto the BBB platform.

  After receiving your complaint, we resent your certificates, call and left a message with you on Friday. We have been trying to reach and assist you in this matter.

  Please close this complaint at your earliest convenience after you locate the certificates or feel free to call us for assistance @ **************.

  Thank you.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  June 10 2024 i attended a vacation travel agent seminar where the world was promised to me for the great low price of $1999. what was included in this package was a 4 night cruise voucher. Daily flight deals anywhere i want. Hotel and cruise deals at me fingertips. customer support 24/7. What i got was an expired cruise voucher mid July. Flight deals that were so restricted that no one that has a life or job could ever take advantage of them. And a customer service **** that would rather just put you on hold rather then help you. currently 58 min on hold right now. in Aug after multiple attempts to get the voucher and clarification on the program i finally said this is not what i signed up for and spoke to customer service to cancel and get my refund. its been an additional month of them promising they will fix the issue or even funnier i will have the manager call you. no call ever happens

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company states that they are a discount travel company. When you look at their site you find that there is no true discount. Despite watching the sales person demonstrate a discount during the presentation. This is a scam and consumers need to be made of aware of it and us consumers need to be protected from these predators. The first day I called the phone was answered however I have not been able to get anyone on the phone.

  Business response

  09/06/2024

  Aloha,

  You are a brand new member. You called on September 2nd and spoke to a representative "Almira". You called on September 4th and left a voicemail to cancel, you haven't called the reservations center. You've never done a tutorial or requested any support from our team either.

  It is physically impossible that "there is no true discount". The main reason is because we use the live product during our webinar presentation before you decide to purchase. Everything shown and every discount we advertise can be recreated.

  A manager will be calling to provide you with guidance and to schedule a tutorial. But what was shown is exactly what was delivered.

  We will not be offering cancellation at this time.

  Thank you.

  Customer response

  09/09/2024

   
  Complaint: 22241439
  
  I am rejecting this response because: The so called free cruise and $100 is a total lie. Everything about your service is a lie.  Perhaps during the live presentation she used a dummy account that has so many points that it gave her better deals. The "free cruise" is the worst cruise offer ever and I take cruises three times a year. The $100 bonus is a scam. You pretend to be this great "membership" service while you are the only ones that are benefiting. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In April, I was utterly mislead no where at presentation did they every say pay in full at time of booking a hotel through this program. Over handful of years I have only booked at places that take deposits for first night then to pay off as i go or when i get to destination. I refuse to pay as i was mislead. ****** a partner company agreed with me on 8/29 that i was mislead. I demand to be let out of my contract as I wasn't given the full truth and feel lied to.

  Business response

  09/03/2024

  Aloha *****,

  You attended our presentation, where we provided a standard overview of the service. Our travel advisors (1) don't have time and (2) are not obligated to go over the terms & conditions of every single hotel, car rental, or timeshare unit within the service during the presentation.

  If specifically having a "pay at check in" policy on all bookings was an important necessity for you, you should have asked during the webinar if it was an option. If you had asked, they would have clarified that just like almost ALL other booking services, there are some properties on the platform that allow payment at check in, although most of our options are paid at time of booking. We are sorry if you somehow got the wrong idea or impression about that, but our team did not hide this fact. It is an assumed process just like other booking sites.
  

  You state that you spoke to a representative who "agreed you were misled" but they agreed only because you presented in your complaint over the phone, that our sales team "promised" or "agreed" that things work as you expected them to. NOT that that is what was actually stated at time of sale.

  A manager is already working directly with you and we will determine an appropriate resolution but at this time, there was no issue with the display and delivery of the service and cancellation is denied.

  Customer response

  09/05/2024

   
  Complaint: 22219904
  
  I am rejecting this response because: I was mislead and it wasn't clear. I need response from the manager at this time I am not paying
  
  Sincerely,
  
  *********************

  Business response

  09/11/2024

  Aloha *****,

  A manager has spoken with you multiple times. 

  You believe you were misled because you cannot do partial payments on travel bookings in our platform.

  Most platforms do not allow you to only make partial payments. This is not unheard of and this is not "mispresentation" if this highly specific detail about booking does not get discussed. It is assumed in the travel world 99% of the time that when you BOOK, you PAY.

  Customer response

  09/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have spoken with them and have a  satisfactory resolution with the business.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** $200. 00 paid from Credit card leaving ******* Attempted to cancel via e-mail starting Monday 19, 2024 by 6:00 am Was told in various comments by them I didn't see the comments correctly I have more than 15 e-mails back and forth from them - I have them all

  Business response

  08/30/2024

  Aloha,

  This customer reached out claiming that he could not find any rates through our program that were better than what he could find himself.

  He then asked for a particular property.

  We provided a LIVE quote for him, verifying that the member rate was better than the public rate.

  This customer has not at any time provided any proof or examples to substantiate his claims and refuses to acknowledge the verified discounts that we have provided proof of.

  We are confident in our service, and are happy to provide endless verifiable proof of the great discounts available. 

  We have been in constant, responsive communication with this customer and will continue to assist him.

  As there has been no issue with the delivery of services and benefits, we will not be waiving the final sale policy at this time.

  Thank you,

  Customer response

  09/08/2024

   
  Complaint: 22191447
  
  I am rejecting this response because:
  I wanted to reject my offer within 1 day because the various hotels in **** and ******** plus rental cars were TOO expensive in all of them. First of all, the hotel was not since in **** that I chose in March 2025.
  Sincerely,
  
  *******************************

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a 10 year membership thinking I would have access to wholesale prices. This has proven to not be true. Prices are very close to Expedia and other 3rd party booking sites unless certain dates and conditions are met so the prices discount is inconsistent and what was sold is false. They also dont take money directly and utilize a 3rd party financial agent, who is hard to get a live agent. I have only been able to get a person once. I also reached out to remove association because not only do you pay a $2000 membership fee for 10 years, youre also required to pay a $199 membership fee annually. So essentially youre paying $4000 for 10 year because if you dont pay the $199 annually your account is frozen and dont have access to the 10 year membership that you technically already paid $2000 to have access to. The financial company they use is ****************** which is an agency that **** credit no longer works with as of 7/4/2024. Im sure there is a reason for this likely a lot of scam reported. I will not renew annually but what a waste of money. Beware! I called for members services to cancel due the scam like behavior especially **** credit no longer working them. Agent was unaware that **** Credit is no longer working with ******************, so it is clear the financial agency is not communicating with Aloha travel. Told customers arent allowed to cancel but would escalate my request and it takes 3-5 business days. I asked for supervisor and placed on hold waiting forever. Agent finally came back and stated no supervisor available, please wait 3-5 business days for the escalated request response. Very unfortunate and such a scam. Beware and say no to this company.

  Business response

  08/22/2024

  Aloha *******,

  Savings will range from 1% to sometimes as much as 85%. It depends on popularity of the location, season, and more but we are ALWAYS providing the broker rate with no **** **** We make no profit on your travel bookings as we are passing them on to you at the same price we are purchasing them from the direct providers at.

  Regarding the **** issue, please be assured that this is not a decision made by ****************** or AHT but rather an enforcement action by **** across all companies. To address this issue, we have been working closely with our merchant providers and individual consumers to find the best resolution for each affected account, ensuring there are no negative impacts, such as incurred late or decline fees, to the consumers. Monterey still accepts **** debit cards, any other (MC/AMEX/Discover) credit cards, or ACH information.

  We appreciate your feedback regarding Monterey live agent support and will forward that to them immediately. They will contact you via phone asap to discuss your feedback and assist you further with the loan.

  Regarding the annual fee, it is clearly explained during the webinar and further explained in the written purchase agreement. This is a great benefit and allows members to put their memberships on hold as we all know situations can arise sometimes where a person needs to stop traveling for a year or a few years. By taking advantage of this benefit, a member can avoid losing time on their service during periods of inactivity.

  We will be contacting you shortly to provide support and guidance. We hope to see this complaint closed as satisfied at your earliest convenience.

  Customer response

  08/28/2024

   
  Complaint: 22169859
  
  I am rejecting this response because: the business didnt reach out only ******************* I have been waiting on a call or email and never was received from Aloha travel
  
  Sincerely,
  
  K W

  Business response

  09/13/2024

  Aloha,

  Thank you for your patience awaiting that call from a manager as our leadership team has been quite busy this week.

  As a reminder, you have 24-hour access to live chat and phone call support for reservations and all other membership needs @ ************ or via your online portal. 

  This delay for a manager, in no way affects your ability to utilize your services or receive access to membership benefits and support.

  A manager will be calling tomorrow, Saturday, September 14th.

  Thank you.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  10 Year Membership contract includes "redeeming an exciting gift of 8 days and 7 nights in a beautiful European resort. Yes, you read that right. The bill is on us, and your vacation is within reach" however once they made the recommendations hotels are NOT available or come with EXTRA FEES. Mon, March 3 - Thu, March 6, 2025 (4 Days 3 Nights)oGuest Room for 2 | 1 Queen bed | Breakfast Included: NO Upgrade fees Sat, April 19 - Mon, April 21, 2025 (3 Days 2 Nights)oGuest Room for 2 | 1 Queen bed | Breakfast Included - Upgrade fees: $131 Sat, April 19 - Wed, April 23, 2025 (5 Days 4 Nights)oGuest Room for 2 | 1 Queen bed | Breakfast Included - Upgrade fees: $561 Sat, April 19 - Sat, April 26, 2025 (8 Days 7 Nights)oGuest Room for 2 | 1 Queen bed | Breakfast Included - Upgrade fees: $1207 The second thing they have in the contract is tours in Hawaii which were "also not available at time of booking"

  Business response

  08/23/2024

  Aloha ******,

  We understand your main complaint is in regards to the free European resort week certificate.

  We have provided you with numerous standard property options which have no additional or upgrade fees as promised. You have countered those options with requests for particular properties outside of the standard pre-determined options. Therefore in order to provide you with those non-standard options, there would be upgrade fees associated with them.

  There is nothing unclear or inappropriate about that.

  Separately, in regards to the statement "The second thing they have in the contract is tours in Hawaii which were "also not available at time of booking" ", respectfully, this statement doesn't make sense and we cannot comprehend what your concern is.

  A manager will be contacting you directly to provide general assistance with your membership and benefits within 24 hours. We appreciate your consideration in closing this complaint asap once these misunderstandings are resolved.

  Customer response

  09/04/2024

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

*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. ↩