ComplaintsforVacation Superstore

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a trip in July of 2022 for travel 12-21-22 to 12-28-22. To the ******* **** ******. Included in that we were asked to purchase insurance for the trip and we did which covered travel interruptions for over $***. We left on 12-21-22 had a delay and interruption in trip provided all info to company and no resolution to date. Want money back for insurance coverage that never completed claim. They should not sell insurance knowing the issues the company has.

  

  Business response

  03/29/2023

  On February 28, we contacted ****** ********* and ******** ******** to get a letter to verify that ******** ******** had delayed their flight and was unable to get to the resort on the scheduled day. We forwarded the letter to ******** for them to review. Hopefully this will allow his claim to be paid. Thank you

• Initial Complaint

  01/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In February 2022 I was supposed to go on an all inclusive vacation with 9 other people to ******. I had my ticket paid in full in December 2021. When the trip came around my flights got canceled due to weather and I did not get to go on my vacation. I had been in contact with my agent at the company and told them to fully cancel the entire vacation so I could get a refund. My agent, who I was in contact with, took the afternoon off, did not cancel my trip and did not pass my case to anyone else. Since then, I received a return for my flight cost ($******) but not for the remainder of the vacation price. I have been attempting to get a refund from this company for 11 months. I have jumped through all of their hoops and yet nothing has been returned. I had trip insurance (through them) but they claim it doesn't apply to this situation. I feel my agent was uneducated and neglectful in my situation and her lack of knowledge and guidance is costing me the remainder of my refund which is $*******. I have been in contact with the agent at least once per month for the last 11 months. I have even cc'd her boss (I never get a reply from the boss/manager). I have all correspondence between the agent and myself, which are pages upon pages of emails regarding the situation. I am uploading my paid travel itinerary and the letter from ******** ********* where they refunded my airline cost.

  

  Business response

  04/24/2023

  After looking through all the documents. I am showing that Marci was to share a room with another person, as they would be splitting the cost of the room. The rate she had was based on double occupancy. Since she canceled and the other person in the room still went- so her roommate would be responsible for paying her the refund for the room since she got a single room to herself. 

  This was explained to her by her agent. Our agent spoke with our rep and tried to see if an exception could be made, but they said no. 

  Sorry for any confusion and for the delay- I thought this had been taken care of last year. 

  Customer response

  04/25/2023

  The mistake in the response from the vacation superstore is that “she canceled”. I did not cancel my vacation, the airline could not get me out on a flight for multiple days. They are at fault. I did not cancel and did not want to cancel my vacation. Yes there was a double occupancy room BUT I did not go, was not allowed to go. I did not use bedding, water or supplies. I did not eat, drink or dirty anything. There should be a refund allotted to me. The superstore and I have discussed this many, many times. It was not my choice to not go. The vacation superstore also received a $*** refund from the company for their inconvenience that has not been passed on to me. I am still owed almost $**** for a vacation I was not allowed to go on. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked an all inclusive trip with Janelle at Vacation Superstore. There were a total of 10 travelers. 8 of the 10 travelers flew out of *********. I paid an extra $*** to fly out of ****************. A few days before the trip my flight out of ************ was cancelled. I ended up flying out of ***** with the rest of the group. This trip took place 2/3/22-2/8/22. I have sent numerous emails over the span of 1.5 months in regards to getting my money reimbursed for the cancelled ************ flight. I have received only 1 reply from Janelle stating she was "going back and forth" with people. The problem has not been resolved and should have weeks ago. I can not request a refund directly from ***************** as Janelle never provided me with a receipt or ticket number, which is required to request a refund on ***************** website. Janelle is no longer responding to any sort of communication.

  

  Business response

  04/13/2022

  Business Response /* (1000, 8, 2022/04/04) */ I am sorry for the delay in responding to this complaint. We notified ***************** in regards to the issue and after them looking into it for a couple of weeks- they denied any type of refund. As an agency we offered a voucher to the client to use towards her next trip. She accepted and we believe this has been resolved. Please contact if you need anything else. Thnaks! Consumer Response /* (2000, 10, 2022/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted and told ***************** offered a credit for the cancelled flights not the business. But regardless a credit was finally issued (so I was told) but I will have to book through Vacation Superstore to use it.

*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. ↩