Complaints

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:03/04/2024

  Type:Customer Service 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 recently reached out to STS vacation regarding a travel credit that I had with them. I have in writing the full amount of the travel credit from an employee that worked there at the time. I tried booking using that travel credit and they refused to honor it saying they did not have documentation of the trip. The agent who sent me the email is no longer employed there and when I forwarded the email I have from STS they refused to honor it. The email is clearly written with the amount, the date and the reason for the credit and is proof from STS that the travel credit is valid. The travel credit exists because of an insurance policy I took from a previous trip. After a Covid exposure, I claimed the travel insurance and it was honored and I received a credit for $1,243.05. The email stated everything very clearly and I followed their directions exactly yet they refuse to honor my travel credit that they agreed to in the past.

  Business Response

  Date: 03/19/2024

  The subject, ****** ****** booked as part of a group to stay at the ********** resort in Montego Bay. He was subsequently replaced by another traveler who used the accommodations at the resort. Therefore no credit or refund is due to Mr. ******. 

  Customer Answer

  Date: 03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because the company's claim that my room was occupied by other occupants and someone replaced me is not accurate. I have attached an email where STS even acknowledges the discrepancy.
  
  In that attachment titled "Schedule of Rooms",  there is an image of a schedule of rooms booked to the group and the number of guests in each of those rooms. The room I paid for was the reservation under *********** ******. It was going to be myself and *********** ****** as the two guests. Later in the thread, STS claimed that room was occupied by an individual named ****** *****. However, I know ****** ***** was under ******* *****'s reservation and was the second guest in that reservation. I then asked STS to look into ******* *****'s reservation and they said *** ***** was listed as the second guest on that reservation. As you can see, *** ***** had a separate room to himself. I pointed that out to STS as that implies there was an extra room (which would have been my room) and that is when they stopped communication with me. 

  The total rooms utilized does not equal the total rooms booked. STS switched the names on the reservation and that has made it seem like I was replaced. To recap, based on the screenshot STS provided, there should be five guests for three rooms. STS responded saying there was only four guests for two rooms. When I asked about the third room, they ceased communication. I am well aware of every single person that went on that trip and also well aware of the rooms booked, given I had over $1000 spent on it. I am been trying to work with them to resolve this but they stopped communication with me.

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

• Initial Complaint

  Date:07/05/2023

  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.

  We reserved a room for a friend’s destination wedding a year in advance. Unfortunately, we are no longer able to attend. 3 months before the wedding and before the couple’s RSVP date, we cancel. We were told our deposit was non-refundable. The company is not forthcoming with their cancellation policy. It was NOT on the couple’s wedding page that is provided to book your trip, NOT on the booking page, and NOT in a confirmation e-mail. It’s on a complete different page under ‘terms and conditions’ and states that it’s non refundable within 60 days and the company is not providing a refund.

  Business Response

  Date: 07/17/2023

  Student Travel Services, Inc. (d/b/a STSVacations ) is writing in response to complaint ******** filed by **** ****. Ms. **** booked a vacation package to the ****** **** **** ****** in Montego Bay Jamaica for November 2-6, 2023. During the reservation and payment process, Ms. **** clicked a checkbox agreeing to the terms and conditions of booking the STSVacations travel package and made a $100 per person deposit ($200 total) for her package. Following is the cancelation policy. 

  CANCELLATIONS/REFUNDS
  The right to a refund if you cancel your reservation is limited. A cancellation fee of $100 per person plus any applicable hotel and/or air charges will be assessed if reservation is canceled in writing 60 days or more prior to departure. Cancellation within 60 days of departure and no shows will result in no refund. No refunds will be issued for unused portions of the event or travel package.

  Based on cancellation policy, the cancelation penalty is $100 per person or $200 total. Therefore no refund is due. Pease see attached letter for complete response. 

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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.

  Hi BBB, I booked a trip through STS Travel with Jake J******* on Wednesday Jan 4th including both flights and hotel traveling to Cancun Mexico March 10th through March 21st. I called the agency in February and tried to cancel. I was very concerned about the safety and cleanliness at the hotel based on the reviews I was reading. STS Travel emailed me back stating I had nothing to worry about and the resort is great and they refused to let me cancel or even switch hotels as suggested by me. I arrived at the hotel on March 10th and immediately I knew I could not stay there. I tried to check out on the same day of arrival as the hotel room was not clean, and the hotel was complete chaos. but the hotel personnel said I would have to speak to STS to cancel. There was no response from STS. I called and emailed that same day. I continued to try to contact STS Tuesday and still no answer. So I booked a flight and the soonest I could leave was Wednesday morning. In the meantime, since I was stuck there until my wednesday departure, the hotel staff at reception area convinced me to upgrade my service so that I had access to a better area and service. I tried it for a day and it not terrible; not worth the extra cost of 50 dollars a day or a total of $499 which they made me pay upfront. I did not like the upgrade and asked for a refund and was told again I would have to speak to STS. The room did not include a safe and I was advised by the staff that it was not safe to leave valuables in the room because the cleaning staff was not to be trusted. So I paid upfront the $8 a day or a total of $83 for the safe. Since I was checking out early, I asked for a refund for the unused safe fees and again the hotel would not issue me a refund because I would have to take it up with STS. STS of course was not reachable. When STS finally responded way after my departure, they refused to assist and take responsibility for the matter. Please Call me at ********** to advise next steps. Txs!

  Business Response

  Date: 04/13/2023

  April 6, 2023
  
  To whom it may concern,
  
  Student Travel Services, Inc. (STSTravel ) is writing in response to complaint ******** filed by ***** ********. ***** ******** purchased vacation package to the ***** ***** ****** in Cancun Mexico from March 11-21, 2023. The package included round-trip airfare from New York (***) to Cancun and round-trip hotel transfers. The package was booked by Jake J******* in our office. Although Mr. ******** is 45 years of age, he wanted to book at the ***** ***** ***** in Cancun during the peak week of Spring Break.
  
  The following is a copy of the hotel description copied from the reservation quote that was sent to Mr. ********.
  
  “***** ***** ****** - Cancun Mexico
  The ***** ***** ****** is the #1 Spring Break resort in the world. This all-inclusive complex features 1,500 rooms, 8 restaurants, 8 bars and is constantly buzzing with non-stop entertainment and fun. Come meet and party with thousands of college students from all over the US. The ***** ***** **** hosts live concerts, international DJ's, contests and themed parties. The 1/4 mile long pool is the place to be during the day with two fully stocked swim-up bars, live DJ's and poolside dancing. The party continues throughout the night at the ***** nightclub ****** ****. Spring Break 2022 - Dance U ... Read more”
  
  On January 4, 2023, Mr. ******** accessed the reservation link and paid for the package in full. At the same time he agreed to the STS Tour Participant Agreement and cancelled the optional Travel Protection Plan. The STS Tour Participant Agreement clearly outlines that all payments are non-refundable.
  
  On February 8, 2023, Mr. ******** emailed to get more information regarding the Spring Break Party Package. He was emailed details and links (see below).
  On February 23, 2023 he emailed our office the following; “I am hearing bad things about this resort. Anyway, can I change hotels?”. He was told no, since at that point the hotel rooms were non-refundable.
  On March 1, Mr ******** added and paid for a 5-night party package. Both resort and airlines were booked and paid on a non-refundable basis on his behalf.
  
  Following is a copy of Mr. ******** airline ticket, I have also attached a copy from the ******* website.
  ***BBB removed this information***

  
  Following is the room confirmation from the resort.
  
  ***** ***** ******  
    
  *****   ********                                                                                
  1                                            
  11/03/23         
  21/03/2023
  
  Upon arrival, Mr. ******** checked into the ***** *****. He picked up his Party Package from our resort staff and was issued ticket #1220. I state this specifically to show that he was aware of our onsite staff.
  
  While in Cancun, Mr. ******** paid for a room upgrade with the resort and safe rental. These items were paid directly to the resort.
  
  Regarding Mr. *******’s hotel room booked through STSTravel, the ***** ***** was prepaid prior to arrival and the room is not refundable. During the booking process, Mr. ******** agreed to the STS Tour Participant agreement (see attached) on January 4 at 7:15pm from IP Address ************. At that time, he also cancelled the optional travel protection plan.
  
  Web-(WB - 2023-01-04:7:15 PM) Agreed to TPP from IP Address ************ Canceled Travel Protection Plan
  
  While in Cancun, Mr. ******** sent Jake J******* in our office the following email.
  
  On Mar 12, 2023, at 5:10 PM, ***** ******** <*************[email protected]> wrote:
  
  Hi Jake,
  
  I am here in Mexico. Something came up at home and I need to go back right away. 
  Should I just book a new flight ? Or can you switch the return ticket I have to an earlier one?
  Also not sure if I can check out early
  
  Lmk thanks 
  
  The above flight itinerary reflects the changed flight, and the return portion was used.
  
  We contacted the resort for confirmation that Mr. ******** checked into the ***** ***** ******.
  The hotel provided us with the following information which is translated from Spanish here.
  
  “In relation to this issue, he confirmed the following:
  - The person in question was housed from March 11 to March 15
  of 2023. with the confirmation number ************** and staying in the room
  ****.
  We have information that your early departure was due to personal problems. I copy
  to the administration department to provide us with the documentation that was delivered
  at the time.”
  
  "According to the information we have, the client paid himself for the upgrade of services as well as the safety deposit box.  Attached please find a copy of the receipts.  We are waiting for the Administration Department to send us a copy of the early departure document.  As soon as we receive the document, we will submit it to you."
  
  After Mr. ******** confirmed that he was not entitled to a refund, the reasons for his leaving early changed. Either way, the hotel was paid in full on his behalf. The unused rooms are not refundable. STSTravel provided Mr. ******** with all aspects of the trip that he paid for.
  
  If there are any further questions, please feel free to contact me directly at the number or email below.
  Thank you for your time,
  Sincerely,
  
  Jeff J*******
  STS Travel Group
  

  Customer Answer

  Date: 04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I called STS office to cancel this trip on February 22nd and spoke with Jakes college who told me she can cancel it and then Jake emailed me saying he cannot. Jake refused to help even though the STS website states you can cancel or change for a 50dollar fee which they refused to offer me. I find STS to be shady and misleading. 

  When I arrived at the resort to check in, I did not see any STS Staff. I had to track down someone via text to find my tickets for the party package as nobody from STS was accessible. I knew right away this resort was a disaster. I spoke with the hotel to see if I can get some sort of upgrade for me to be able to stay on site. They offered me one which I said yes to trying and I gave them my credit card and they charged me a daily fee. They charged me for both the lock box and the upgrade. The upgrade offered very little difference, so I decided to leave. I then reached out to Jake at STS travel several times via email starting from the day I checked in and he DID NOT RESPOND at all. I had to book another hotel and flight which I did and paid for on my own. I tried a couple of times to get some sort of resolution from the hotel, but they also refused to help or provide a refund for anything even the upgrade for which I would not even be using as I was leaving the hotel. The hotel said I need STS to resolve this, and Jake was not responsive nor was anyone available onsite. Jake has since not made himself available or reached out to help in anyway. 

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