Complaints

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

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  Aloha Hawaii Tours

  1130 Kapahulu Ave Honolulu, HI 96816-5812

• 

  Aloha Hawaii Tours

  PO Box 1186 Kailua, HI 96734-1186

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:01/30/2025

  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.

  Aloha Hawaii offered a free cruise to listen to their sales pitch. Although they claim it is not a timeshare it basically is. I said no. They were respectful but after receiving the information for the free cruise they are now charging. I understand that the port fees and taxes are required but they are charging a non refundable fee of $50 just to access the information. I am afraid to give my cc to them without really knowing I will get the cruise. I am guessing it is a scam.

  Business Response

  Date: 02/13/2025

  Aloha,

  "Free 4-night cruise" -->This customer originally clicked on our social media ad for a cruise voucher on April 9th, 2024, thereby submitting her information to be contacted to attend our presentation. The social media ad clearly states we are offering a cruise promo with taxes and fees separate. We NEVER used the word free and all communication was recorded therefore if needed, we can provide proof that our representatives never said the cruise was free.

  That being said, we would be happy to exchange the cruise certificate for a different certificate if she is not happy with the redemption fees.

  Customer service will email her today 2/13/2025 with the gift switch offer.

  Thank you,

• Initial Complaint

  Date:01/29/2025

  Type:Billing 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.

  to formally express my extreme dissatisfaction with the ongoing issues I have been experiencing with my account since my initial onboarding Despite numerous attempts to rectify the situation, I have been unable to successfully make payments on my account. This ongoing problem has been extremely frustrating and has caused significant inconvenience.I hereby request that this matter be escalated immediately. I am requesting either a resolution to this payment issue or an immediate cancellation of my contract, which I have been attempting to do since the beginning.I kindly request your prompt attention to this urgent matter.

  Business Response

  Date: 02/13/2025

  Aloha,

  This member has been assisted and satisfied with customer service and support. We look forward to seeing this complaint closed as satisfied at our members earliest convenience.

• Initial Complaint

  Date:01/19/2025

  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.

  I paid the fees for trip and it has a 100 percent money refund policy the minute I asked for it they blocked me completely out the system and my whole account no longer nor ever existed

  Customer Answer

  Date: 01/23/2025

  It was resolved I have no complaints 

• Initial Complaint

  Date:01/04/2025

  Type:Billing 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.

  I attended a presentation for **************************. I didn't buy the plan but I was offered a 3-4 night stay at a hotel to experience the grandiose way of Aloha Hawaii. Everything looked normal until they connect you to Redeem Vacations. Then it turns out you have to pay for taxes and fees. Once you complete your vacation the hotel will charge you again for taxes and fees again. In other words you have been scammed because you have been charged twice for taxes and fees.

  Business Response

  Date: 01/16/2025

  Aloha,

  The social media advertisement that you clicked on before submitting your contact information to attend the webinar displays that we are offering promotional hotel rate certificates with a nightly tax/fee that is your responsibility to pay at time of redemption.

  Past that, it is highly possible that you selected a property that charges a resort fee at check in. NO third party booking site is allowed to collect a property's resort fees in advance.

  Regardless, you did not pay the hotel's nightly base rate, which is as promised per the social media ad originally clicked on.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22768001
  
  I am rejecting this response because:

  This is a web of lies because nothing is communicated up front. There is no discount of any kind because you pay hotel rates and there is a third party who is managing a frivolous reservation with confusing dates and additional rules that makes no sense. The amount of lying is extreme.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/13/2025

  Aloha,

  Respectfully, your statement that "nothing is communicated up front" is FALSE.

  Our initial interaction with you involved a social media ad advertising a hotel stay with taxes and fees separate clearly listed on the advertisement. You clicked on that advertisement and submitted your contact information.

  We would be happy to send you an alternative certificate if you would like one. If so, please email ********************************************************************.

  Past that, it looks like you have already been refunded the activation fees by the certificate center. We hope to see this complaint closed as SATISFIED at your earliest convenience. Thanks!

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and in order to end this complaint I would like to suggest to the vendor to stop making false claims. I have sent them an email so they can provide me an alternative solution as they said on their last response. 
  
  Thank you ?? 

• Initial Complaint

  Date:01/04/2025

  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 attended a presentation by an ************************************************ representative on 12/19/2024 via Z***. I was told they wanted me to attend their 45-minute presentation and a Free 4-night cruise in exchange for 2 people, which is not the case as to redeem the free stay and state port fees of $250/person and taxes in the fine print. The representative was pushy and kind of forced me to agree to purchase a travel membership under false claims that I would receive discounts on travel, flights, hotels, cars, and cruises. I was told I had to buy now or the deal would go away, I mistakenly felt obligated I agreed to purchase this scam, I asked about the cancellation policy, and he skipped 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 we did not. I emailed them within 10 hours of the initial payment requesting to cancel my membership as I now have to pay $200 at sign-up and $1799 for a membership that I was also never told included interest. for 12 months. When calling to try and cancel they give you the run-around. and after reviewing the reviews for this company it's a total SCAM. I need help getting out of my contract- I believe it's possible. I would just like to terminate the contract and don't want to continue with them anyway.

  Business Response

  Date: 02/13/2025

  Aloha, we appreciate your patience awaiting a response and would be happy to address the main complaints outlined in order.

  (1) "Free 4-night cruise in exchange for 2 people is not free" -->This customer clicked on our social media ad for a cruise voucher on December 18th, 2024, thereby submitting his information to be contacted to attend our presentation. The social media ad clearly states we are offering a cruise promo with taxes and fees separate. We NEVER used the word free and all communication was recorded therefore if needed, we can provide proof that our representatives never said the cruise was free.

  (2) "sales team pushy and "forced" the customer to buy a membership" --> Respectfully, you were fully aware before attending the presentation that this would be a sales-type of meeting. Some amount of convincing is expected with any type of sales presentation but we are confident that our agents and advisors are well-trained and truly believe in providing a respectful and fair experience. We also have policies in place to NOT allow attendance to those demographics of persons that could be influenced inappropriately (age, social status, mental health etc). You did not fall under any marker of being in an at-risk demographic.

  (3) "never told repayment included interest" --> Yes, you were told about the interest on the repayment agreement. It was stated on a recorded line during the process of signing and reviewing the contract.

  (4) "When calling to try and cancel they give you the run-around" --> Upon receiving your request, we investigated and addressed each of your concerns with constantly timely responses. The final sale outcome was advised and the reason there was further back and forth is because you were not accepting of the outcome and repeated your concerns (which we had already addressed) multiple times.

  (5) "unhappy with other bad reviews" --> please take into consideration that we acknowledge our reviews, good and bad. And they make up less than 0.1% of our actual customer base. The simple fact of the matter is that customers simply don't feel as motivated to post online when they are happy as they are when they are upset. We make every effort to address all complaints though and support our members.

  We will remain available to this member for benefits support and assistance but we have found no issue with the delivery of services and benefits therefore we are unable to waive the final sale policy at this time. Thank you.

   

• Initial Complaint

  Date:12/13/2024

  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 purchased this package and advised the sales person I'd lime to discuss with my kids and my family could I confirm the next day. The salesman said if I didn't act today I could not get the pricing. I advised I would like to talk with family he kept reassuring no pressure but making sure there was a sense of urgency on my part. I advised I was buying a house and didn't have a lot of expendable income and I wouldn't use it he says but your family can at any time. I told him I really needed to talk to my family. Again he reassurance of the urgency. Reluctantly I purchased thinking I had a 24 hours grace period. I did not receive the contract til after we ended the video call. The next morning I called and was told someone would call me in 24 hours that went on for a week and she advised all sales final there is nothing cooling off period. I told them to keep the deposit money. I didn't want it. She basically said sorry about it. I offered options to pay $500 to cancel the membership again i got a nope. I threatened with the BBB ****** reviews yelp she didn't care. I wasn't getting it canceled.

  Business Response

  Date: 12/16/2024

  Aloha,

  We reviewed all recordings from your interaction with our team in response to the claims about high pressure before the final decision to maintain the final sale policy was reached. We noted, and shared with you, that our team advised you multiple times that there was no pressure, and asked multiple times if the deposit was a doable down payment for you, to which you responded yes. This is a sales interaction therefore it is expected they would be making effort to convince you, but the sales person was polite, supportive and transparent throughout the interaction.

  The contract WAS presented to you before the deal was complete. After putting down a deposit, you were sent to finalize the purchase with a contract agent. That agent sent you the contract to review, was available to answer any questions as you were given time to review, and the purchase was only finalized after you had reviewed and signed.

  Our team has been communicative and timely, happy to help and ensure this is a good fit for you. But we have found no issue with the delivery of services and benefits therefore we are not able to waive the final sale policy.

  Thank you.

• Initial Complaint

  Date:12/13/2024

  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 attended a webinar with Aloha Hawaii Tours and was sold the use of their website where they assured the lowest prices available. We were not able to use the site but assured it was the cheapest vacation booking site and shown various things on the site while on the webinar. I purchased the membership which was use of the site for 10 years. I paid the day of purchase and would need to continue to pay monthly for the membership. After reviewing the site myself it was a scam there was nothing on the site better than outside of it. I did many phone appointments for assistance that did not result in them finding any better deals than I found outside the site. I contacted customer service about 10 times in which I was never contacted because to which I believe was to continue to take my money. I finally got to speak to a supervisor who said I could not cancel the 10 year membership. I feel it was a bait and switch situation where I was lied to in which I purchased and now I see its all lies I cant cancel the membership for 10 years. I have not and have no intention to use the site if only my login could be closed as well as my account so Im not charged anymore. I understand what I paid is done with to activate my membership but I just want to stop future payments but the company wont let me.

  Business Response

  Date: 12/16/2024

  Aloha, we would like to refute a few of these false statements and would be happy to address the concerns.

  (1) In response to: "there was nothing on the site better than outside of it" 

  ---> This is false. Our services are provided by *************, a well known and established travel broker with an A+ rating and accreditation through the BBB. We can provide endless and unlimited examples of hotels, cruises, car rentals and more with guaranteed savings compared to public rates. And in the rare occasion something is found with a lower public rate elsewhere, we offer a price match guarantee.

  (2) In response to: "many phone appointments for assistance that did not result in them finding any better deals than I found outside the site"

  ---> Respectfully, this is also false. We see only 2 records of phone appointments in the system. The first appointment on September 19th resulted in a discussion with the cruise team (notes unavailable) and the second appointment was October 9th, which was a request to cancel, which was forwarded to member services to be addressed.

   

  Please be advised our member services team, which reached out upon receiving the cancellation request, has offered assistance with price comparisons and value which we note, that you declined the assistance.

  We also see from notes that your main goal is seeing savings on cruises. Please be advised all sales are final and we cannot waive the final sale policy, but we will have a senior cruise agent call and assist you with pricing to ensure you are seeing the guaranteed savings.

  Thank you.

• Initial Complaint

  Date:12/05/2024

  Type:Order 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.

  *********************************************** customer ********************************** *************************** ************************************* Writing you this e-mail, I would like to request for a contract cancelation, because I actually be mislead.After enjoying the webminar just two days ago, your Travel Advisor ******* tries to sell me one of your two plans: A 10-year membership, and another lifetime membership. He even invites ******* from ****************** to join us.******* goes over the plans quite quickly, that the next day, I find out there are a lots of misleading (or maybe I misunderstanding?), which I will mention later on this email.During the conversation between the three of us, I mention that I do need more time to check with my wife and thinking it over before signing the contract. That is truly nescessary. However, **** really pressures me, saying that I don't have any time left, but need to sign up now!That night when I have chance to talk about yhis with my spouse, and sure enough, we do have a lots of questions, that I immediately call your office the very next day (Sunday, September 22nd) to be greet by a gentleman named ****** as your ***************** (I hope I get his name correctly!).During the conversation with ******, I realize that I have been misleading by ******* (or I simply misunderstand the whole thing!), such as, the so-called "Honolulu Package" contains only the $1,000 voucher (but this voucher isn't welcome by many merchants). Otherwise there are no airline tickets nor luxury hotel reservation as I believe all along.For that reason, I would like to request for a contract cancelation. Moreover I'm a senior citizen with a fixed retired income, plus I just have a kidney transplant, that this morning when I talk to my doctor, she advises me that not to go oversea for the first year, to protect my health.I certainly hoping that my request will be granted by ******** regards,**** M. ***** **************

  Business Response

  Date: 01/23/2025

  Aloha, 

  We DO apologize for the delayed response on this complaint. We assure all parties it is not reflective of our overall service and member experience. We will address the complaints below.

  (1) Issue with the $1,000 Hawaii Ultimate Adventure Package: "the so-called "Honolulu Package" contains only the $1,000 voucher (but this voucher isn't welcome by many merchants). Otherwise there are no airline tickets nor luxury hotel reservation as I believe all along"

        This certificate is clearly explained in the presentation as a credit of $1,000 USD for on-island activities **taxes apply. We have reviewed the recordings from your presentation and verified that the certificate WAS explained properly. This is a credit/gift for ACTIVITIES ONLY and there is never any mention made of providing airline tickets or a complimentary hotel.

  (2) Unable to travel for a year due to health reasons:

        This is not a problem whatsoever. We are happy to extend the expiration date on the certificate AND we can also extend your membership service itself to not start until you are ready to start utilizing it.

   

  In summary, AHT&T has NOT misrepresented or mishandled anything in this situation and we will be contacting Mr. ***** our member with proof and support to help him utilize the certificates, extend the membership and more. 

  We will not be providing a cancellation or refund at this time.

  Thank you.

• Initial Complaint

  Date:11/06/2024

  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 saw on Instagram ads for free cruise and $100 gift card for listening presentation. I agreed to listen. They made it on Zoom video call and shared their screen with me. They committed to provide the best prices through membership to book for the next vacations during next 10 years as $15 for the great value of 5* resorts with the family to stay and huge saving on the flights booking from $300 to $400 per ticket. Membership price $1,800 and annual fee $200. I agreed and processed the payment through my bank card. Later on, they provided login and password for my personal account and on October 9th we planned our travel and started searching for the 5* resorts as promised for $15. Unfortunately it was big lie ??. There no $15 resorts were waiting for us. Also they informed about price match guaranteed with the other online retailers such as Expedia, Booking for 110% discount...So the actual prices are the same with the other retailers and nothing to match and request for the low-high price.Also on my personal page was missing flights at all. The concierge was not able to find that cheap prices and he said that my package doesn't have flights and transferred the call to customer service specialist. I explained my problem to CS specialist and requested to do refund, so he rudely transferred me back to concierge stating that all my matters only can be handled by concierge. After this talk the call was disconnected and no refund was made.Please find solution to process complete refund on my card due to lie information provided just to take money from me and stop the $200 annual fee.

  Business Response

  Date: 12/06/2024

  Aloha,

  First, thank you for your patience awaiting a formal response. 

  Regarding the flight services associated with your membership account:

  (1) As stated in the presentation, no one can discount flights except the airlines themselves therefore what we are operating is a deal alert service, not a traditional booking by demand service. The airlines notify us when they do a price drop, and then we notify you in the daily newsletter which is being sent to your email. All deals are bookable through the daily newsletters 

  (2) We understand there is a large amount of information being shared during the webinar therefore each member receives a courtesy call and email within 24 hours after the date of sale to review everything and ensure the separate flight services are understood. We called and emailed you with no response.

  Regarding great discounts on resorts as shown in the webinar:

  (1) We guarantee everything shown in the webinar is valid. Because our sales team uses the live website to generate examples during the presentation. With a little guidance and support, you will be able to search and view the exact same discounts.

  (2) When we attempted to contact you within 24 hours after the date of sale to review everything, we would have also offered to schedule you for a guided tutorial. We called and emailed you with no response. The offer for a tutorial is still very much avaialble.

  Regarding the cruise voucher:

  (1) We never use the word free, and the social media ads that we use also clearly label that we are offering a voucher, for a cruise sale. And taxes/fees are separate.

  We have found no issue with the delivery of services and benefits, just some confusion and misunderstanding which we are more than happy to resolve and satisfy you on.

  A supervisor will be calling within 24 hours to go over all aspects of your certificates and benefits, as well as to schedule you for a guided tutorial to help you learn how to navigate like a pro!

  We look forward to seeing this complaint closed as satisfied asap.

  Thank you.

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising 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.

  Since June ******* this company has been sending me messages to get me to sit in on their webinar. The say, "We are having a travel webinar (not a timeshare) toda. In just 45 minutes, you'll receive a travel voucher of your choice below:-5-day 4-Nights Cruise to ****** or the ******* -6Day 5-Nights Hawaii Hotel stay -4-Days 3-************ stay in 30 States All valid for 2 adults and p to 18 months with NO PURCHASE REQUIREMENT. I can also add additional $100 Rewards voucher if you can attend today using a laptop or tablet/ipad. Let me know if you can attend so that I can get you scheduled."Now numerous times I said no, because I as busy. Today 10/08/2024 I said yes for the first time. I only said yes with the impression that I would sit for 45 minutes and listen I would get these "Free Vouchers". This is not the case. It might not be timeshare but it still is run the same way. They want you to pay $1999 for 10 years with a $259 maintenance fee every year. For what? Discounts, ladies and gentlemen. I get the same IF NOT BETTER discounts from ******. For less money.When the webinar was done I explained that I was not interested in doing business with them as I already have something similar with ******. They immediately got mad and asked me to leave. They transferred me to someone who said they would send me my "Free gifts". What I received was far from "Gifts". I received a voucher for cruise in which you must pay the taxes and port fees. Now mind you I can receive the same cruise if not better for less price. ALSO, they asked for a maintenance fee of $49.95 on top of that. I read fine print. NEVER ONCE in any message out of the 16 messaged received from them did they say I would pay. As a matter of fact they said "NO PURCHASE NECESSARY". I waisted 45 minutes of my time with false promises. Not to mention their $100 gift card is also not valid. It's only for discounts. Not an actual $100 gift card they implied. I did not pay any money. Thankfully.

  Business Response

  Date: 10/18/2024

  Aloha,

  There's no purchase required to receive the vouchers, but we never state the trips are free. 

  In fact, your information originally entered our system because you clicked on our social media ad for the cruise voucher and submitted your contact information for us to reach out to you.

  Attached is a copy of that ******** ad for reference. The ******** ad clearly displays we are offering a cruise voucher WITH a deposit plus redemption taxes and fees.

  We appreciate your feedback and will forward this to marketing to help find ways to improve clarity but the fees were disclosed and therefore the delivery of the voucher is valid.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22398618
  
  I am rejecting this response because: ************* ad specifically says "taxes and port fees". It does not say OTHER fees. FREE. I understand nothing is free without taxes and port fees, that would be understandable but when you ask for a large sum of money to book the trip it doesn't make sense as EACH INDIVIDUAL cruise has different taxes and different port fees. It is not a universal amount and you're asking for the same amount from EVERY SINGLE PERSON. Not to mention I didn't click on that specific ad. I did however click on a different one. One that offered a FREE cruise just for coming to a meeting. 

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

  Business Response

  Date: 12/06/2024

  Aloha,

  We do not have any ads that label the certificate as "free". That goes against our entire marketing structure as our main intention is to ensure we are displaying fees in advance. We have verified in our system that you DID click on the attached ******** ad, on May 28th, 2024 @ 10:37am CDT. We use the words "promotion" and "sale" to clearly display that this is NOT a free cruise, but a voucher for a special rate.

  There are fees associated. Yes, there is an activation fee/tax. Nothing was misrepresented.

  We do appreciate yours and the BBB's patience awaiting a response but NOTHING was mishandled with this certificate. And if you're not happy with the cruise certificate, we would be happy to exchange it for a hotel certificate. **************** will be emailing you with the hotel certificate offer directly.

  We look forward to seeing this complaint closed as satisfied. Thank you.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22398618
  
  I am rejecting this response because:
  
  I work nights, on May 27th at 10:40 am CDT I was still sleeping. Im assuming youre saying I clicked directly on your marketing for this specific ad youre referring to. But unfortunately the one in question was clicked on during the afternoon. Because I work nights and dont wake up until 2 pm CDT normally. And this day specifically I had a meeting at 2 so in my calendar itself it has an alarm for 1230pm CDT. I can show you a picture upon request. Thank you so much though. 
  

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