Complaints

This profile includes complaints for Travel Impressions Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Travel Impressions Ltd.

  425 Smith Street Suite 2 Farmingdale, NY 11735-1124

• 

  Travel Impressions Ltd.

  465 Smith Street Farmingdale, NY 11735-1118

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:01/31/2025

  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.

  My wife and I paid for a vaction trip to ***** with an intital deposit payments of $909.98 and $50.00 on my ********** Credit card for a total deposit of $959.98. I paid the remaining balance of $5437.02 on December 20, 2023. We were to depart for the trip on May 15, 2024. Due to my wife's medical conditions after we made payment for this trip, she had surgery on December 29, 2023 that required a hospital stay and at this point we thought we could still make the trip. As the next couple of months progressed, my wife had other complications from her surgery and had to have another surgery on April 29, 2024. Due to compications from the April 29, 2024 surgery, another surgery was schedueld for May 6, 2024 and she remained in the hospital for ******************************************************* June 2024 another complication (strangulated *****************) was diagnosed. During this time period, we were in contact with AAA of ******** who we had purchased our travel package through. They contacted Travel Impressions and informed us that we could not get our money refunded (unknown to me but we could get our trip extended). My wife had another surgery to correct the ***************** on December 29, 2024. While we thought we were finally past my wife's numerous medical issues and would be able to taka the trip with the extended deadline, we received news from my wife's doctors that no one wanrs to here. My wife has been diagnosed with breast cancer and will start a regiment of chemotherapy treatment on February 3, 2025 and will not be able to make any trips for quite some time. After the chemotherapy treratments, my wife will have to have another surgery.We did not know these medical conditions woud come up but we feel we are being penalized due to my wife's medical conditions. We paid the monies for this trip in good faith and had all the intentions of making this trip with our ************** of 2024. This included travel protection plus.

  Business Response

  Date: 02/04/2025

  Good afternoon, 

  Thank you for bringing this to our attention. 

  This reservation purchased Travel Credit, Travel Insurance. Guest were advised the Travel Protection is not refundable. 

  Amount paid $6397.00. TPP amount $259.98. Travel credits received: *******. These expire on 14JUN25. 

  We did hear from Mr. **** on 06JUN24. He was advising us he received his travel credits, however, wanted cash refund. We provided him the phone number for Tripmate Insurance. 

  We then did not hear anything else until 29JAN25, from the Travel Agent. The ** wanted a cash refund as well. We advised we could consider a possible change if we had a letter from the doctor. 

  We are sorry this family is going through this, however, we have followed all policies. 

  Thank you. 

• Initial Complaint

  Date:12/30/2024

  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 booked a trip to stay at the ******************** in ************, ****************** with Travel Impressions, a division of ******************* for 11/24/24 - 11/29/24. I paid a total of $1225.06 to Travel Impressions, which included the cost of 5 nights at the *******************. When I tried to check into Viva Heavens on 11/24/24 with our reservation number, the front desk staff said they couldn't find the reservation in the system and wouldn't let us stay there. (The next day, they found the reservation in the system with no explanation as to why they couldn't find it the night before, or why they hadn't contacted the manager on-call to help us.) Here are my issues with Travel Impressions: 1) they clearly didn't call ahead to confirm that our reservation was in the system 2) while they found an alternative hotel for us to stay in the night of 11/24/24, they told us they would cover the charge using a company credit card, but when we t to the hotel late that night (b/c it was 45 minutes away, and we had to take a cab through flood waters to get there), the hotel said the Travel Impressions credit card wasn't going through. Therefore, we had to put a $600 hold on our own credit card. 3) Travel Impressions assured us that the next morning, we'd have no issues checking out. But again, that morning, the hotel said the Travel Impressions credit card wasn't going through. We had to wait until the travel agent put the hotel on her own credit card. 4) Travel Impressions has issued us no reimbursement for the night of 11/24/24 that we paid to stay at Viva Heavens, that we did not actually get to use (not to mention any good faith compensation for the hours we spent trying to figure out this issue w/ the travel agent, as well as the stress and uncertainty it caused us). ************ has also refused to reimburse us & the travel insurance we were encouraged by Travel Impressions to get (Allianz Travel Insurance, Policy #***********) has denied our claim.

  Business Response

  Date: 01/17/2025

  Please be assured that an agent is actively working on this matter.

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business' response said they have an agent working on it, but I haven't received anything beyond that. Therefore the issue hasn't been resolved.  

  ********* *****
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  Service Credits of $75 per person that have been offered is a gesture of customer service and maybe applied to their next vacation. The client if they have not already will be receiving an email outlining the use of this offer. We are sorry however this offer is not available monetary to refund to clients.

  We do look forward to the opportunity to booking our client next vacation with Travel Impressions.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I would not use Travel Impressions again due to the terrible experience I had using them. Therefore, a credit of $75 to use Travel Impressions again is of no use for me.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/27/2024

  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.

  Booked travel arrangements from 9/5/24-9/9/24 needed to cancel because of Covid.Travel impressions did not refund money instead voucher was put in place..I was not informed of this issue or practice other wise business would go to their competitors.

  Business Response

  Date: 08/27/2024

  After further research, we have determined that the travel protection plan associated with your booking provides for travel credits in the event of cancellation. A cash refund is not applicable as the travel protection rules must be honored.
  

• Initial Complaint

  Date:01/25/2024

  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.

  On 4/26/23 myself and my sister booked a trip through Travel Impressions via a travel agent under Sweet Escapes Travel. At that time a deposit for the trip was taken.In December 2023 we finalized the payment of our trip. On 1/8/24 I realized that we need to change the date of our trip due to some extenuating circumstances. My first course of action was to call our travel agent ***************** to see what options we had. *** said no worries! You all have insurance. You can either cancel or change your dates. After some discussion with my husband, we decided to cancel for a refund. I contacted *** to let her know what we decide. On 1/12/24 *** sent me a text with the following information Ive been on the phone checking on your cancellation penalties for the last hour. Finally got thru. So because the arrival is within a 30 day period its 100% penalty however we can move dates. We said ok no problem. We have her our new dates 11/4/24-11/9/24.When I didn't hear back I reached out to ***. She stated that she sent the email requesting the date change however they said no email was sent. *** said she would send another email. I followed up in 48 hours only to be told we cant change the date! She is totally incompetent and has been dishonest. When I called her on 1/8 and then again on 1/12 she said everything was fine and we just needed to change dates.We are seeking a refund from Travel Impressions for this trip.

  Business Response

  Date: 01/26/2024

  Upon review of the clients reservation we do see reflection of comments in the booking that the Travel agent has received a ***** from the hotel to change the date of the reservations for the client. No cancellation or changes has taken place on this reservation to date.  If further action is need the client would need to speak to their travel agent for further assistance

• Initial Complaint

  Date:12/21/2023

  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 planned a vacation to the ****************** for 11 days. I upgraded to the ************ so we would have a private pool. When we got there the pool was closed for the first half of our stay. The Resort told ** they sent a letter out to the travel agencies informing them about the pool being closed. I was never informed by them. All Im asking for is a partial refund since I didnt get all that I paid for.

  Business Response

  Date: 12/22/2023

  Thank you for reaching out to us about the reservation for the ***** Party of 7. Please find the attached email that we sent out to the clients Travel Agents on the 14April23 that was to advise of the pool closure during their stay. As well as at this time we are in arbitration with the ******************* due to a charge back the client has brought against us as well. Attached to the charge back is documentation that ******************* had signed releasing the resort and ALG of any responsibility due to accepting compensation from the hotel while in destination.  If you have any further questions, please feel free to contact us.

• Initial Complaint

  Date:11/16/2023

  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.

  Travel Impressions is refusing to refund our refundable airfare. We paid an upcharge to make our Icelandair seats Saga Premium FLEX Business class; FLEX being the upcharge to make your airfare refundable. Now that ******* is experiencing a potential natural disaster, and we wish to cancel our upcoming trip (Resv#********), Travel Impressions is indicating that, as a reseller, they have the right to override the airlines and hotel and make their own rules. I did not initial or sign anything which would invalidate our refundable policies on either our room or airfare; nor did Travel Impressions reduce our airfare/hotel pricing to reflect a reduction in the refundability benefit. I expect to be fully refunded for the money we paid Travel Impressions for our vacation, in timely manner. I have carefully reviewed my documents and their online cancellation policies, and there is nothing to indicate that they have the ability to override the airline and hotels policies. We are cancelling over 35 days prior to our planned vacation, and we paid for specifically refundable travel arrangements. Please help us so we can book an alternative trip.

  Business Response

  Date: 11/17/2023

  Hello,

  According to our Terms and Conditions our packages are not refundable unless they purchase the Travel Protect for cash back. Therefore, if they cancel, they receive a Travel Credit for future use even if the air tickets are refundable. 

  At this the reservation remains active and we cannot do anything further. 

  Thank you, 

   

  Customer Answer

  Date: 11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
   
  Travel impressions did not offer a resolution. The window that was given to accept a resolution that didn't exist didn't make sense. We have tried repetitively to cancel this reservation for a complete refund which is what we paid for. I am attaching a screenshot of what Iceland air provides in association with our airfare. Sega Premiere Flex is a fully refundable airfare ticket. Our hotel is listed as fully refundable as long as canceled before December 21st. All of these things are listed in our travel itinerary provided by travel impressions. We cannot cancel our trip until they assure me that they will be refunding our money. The only resolution available is that travel impressions fully refunds 100% of the money that we have paid to them. We are requesting this cancellation well within the time frame that is given.
  According to the information that I attached in my original complaint, the only fee that my invoice from travel impressions says that they have any right to attach to my reservation. Other than a complete refund is a " brand fee".
  I fully expect this refund to be in my possession within the next 48 hours or I am going to contact my credit card company about a fraudulent charge. Either way, this needs to get handled

• Initial Complaint

  Date:11/10/2023

  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.

  I had covid and had to cancel my trip to ******. Arrangements were made through AAA who went through Travel Impressions. I also got insurance through Allianz. I called Travel Impressions, as instructed, to cancel my trip and I found out through AAA that they issued vouchers for the flight and hotel. It was impossible to reschedule the trip so I asked for a refund instead. Travel Impressions to do anything but the vouchers (per AAA). Travel Impressions is who I paid. A claim has been submitted to Allianz but so far AAA has not been able to iron this out with Travel Impressions. More information is in a document I wrote. I also included the Travel Impressions reservation and the charges. All my documents and payments have been sent to ****************** This complaint is against Travel Impressions because they are the ones I paid and they have not helped.

  Business Response

  Date: 11/15/2023

  Per the review we do see the client cancelled their reservation and declined insurance with the package. As per the terms we have issued the clients a Travel Impression travel voucher for the land (expires 7/10/2024) and Travel Credit for the air. This has also been discussed with the clients travel agent.  We are sorry however no refund is available per the terms. If the client purchased outside insurance they will need to contact them for further assistance needed.

  Customer Answer

  Date: 11/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank you for the timely response, however, I expect you will cooperate with my ***************** to provide a cash refund.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/20/2023

  Per the terms and conditions of Travel Impressions (see attached)

  Travel Protection Plus was not purchased through Travel Impressions. Client can only receive Travel Credits for future use.

  Thank you.

  Customer Answer

  Date: 11/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received any written documentation about vouchers: amount of each voucher (air and hotel), when do they expire (the terms document says 395 days from original departure date), are vouchers for specific hotels and specific airline, what other restrictions are there for using the vouchers, would there be additional fees I would be expected to pay?  Somewhere along the line, I was mislead to believe that ***************** was what I needed for a cash refund in the unfortunate event that I had to cancel.  I specifically worked with experts to make proper arrangements and am very disappointed with the outcome. 

  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:10/10/2023

  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.

  February 17, 2023 we paid a travel agent who works for Travel Impressions $2,600 as half payment for trip to Europe. April 25, 2023 we paid other half $2,570 to fully book our trip.We were supposed to fly out on Sept 20, 2023 8 hours before takeoff, we get a call from British Airlines that the flight was canceled and we could not get another flight in time to make all of our hotel reservations , etc. so we had to cancel entire trip: flight and hotel to ******, flight and hotel *****, flight and hotel ******, flight and hotel ********* + flight back to *****************. Our travel agent will not provide us with the email cancellation confirmations; Travel Impressions has only refunded $1,531.56, and cannot get the documentation for the canceled flights and hotels to confirm the need for refund under travel insurance.This has been the WORST TRAVEL EXPERIENCE of my life and I will never go through a travel agency again??Travel agent: ****** Travel Co. Confirmation Number: #******** *he travel agent gave a travel credit which we said we definitely would NOT use and when I asked for cancellation emails, she increased the travel credit instead.I think this needs to be investigated because travel agent is keeping cancellation emails from us as it pertains to OUR money and she is instead trying to throw travel credits our way.Seems that the news and policy departments need to investigate.

  Business Response

  Date: 10/19/2023

  Upon review we see that the clients flights were cancelled and a refund issued for the cancellation.   

  In addition's, as the client declined insurance coverage with their package, the land portion of the reservation was issued a Travel Impression Travel Credit less hotel penalties imposed, per terms and conditions.   

  To assist further we have also asked our accounting team to email the clients a breakdown of their package to assist them with filing a claim with their insurance company.

   

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  Our family did purchase hundreds of dollars worth of travel insurance with TinLeg, which is how our travel agent (****** Travel) stated was the only way to cover our trip.

  In addition, ****** Travel continued to increase our travel credit when we stated we would never use this credit and our family is in need of the over $5,000 returned to us. She chose to only return $1,500 and refused to send us the cancelation emails from all of the flights and hotels.

  When I called Travel Impressions, they said only ****** Travel has the cancellation emails and that TinLeg will refund the credit amount.

  However, ****** Travel (who represents and works for Travel Impressions) has refused to send out the email confirmations and emailed me stating she refuses to correspond concerning our case.

  ****** Travel has been the most unprofessional Person we have dealt with and Travel Impressions has not held her accountable or helped us get the refund they stated we could receive based on the insurance we purchased.

   

  *********************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/24/2023

  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.

  On 4/26/23, I paid for a trip in full for a park and play package to *** on 6/11-6/14/23, through Travel Impressions through my travel agent. On 6/11/23 upon checking into Hyatt Centric on Water Street in ***, I was asked to give a credit card to put on file for incidentals, which we did. Upon checkout on 6/14/23, we could not get my car out of the garage next door which was included in the package without paying Ipark $102. So my mom paid the extra money so we could leave. On 6/16/23 the hotel charged my credit card another $1066.26 for the entire hotel stay.We have found that the Virtual card that Travel Impressions had on file sent to the Hyatt Centric was over ridden by us giving the hotel a credit card for incidentals. So they double charged us, not only did we pay in full in April to Travel Impressions, the hotel took out $1066.79 and $102 for parking. We have been dealing with our travel agent and the Hyatt Centric. All we want is for Travel Impressions to send the Virtual card to Hyatt Centric on Water street, so they can reimburse what they took out on our credit card ! $1168.79. My travel agent ,***** Centric and myself have been waiting for a reply for 14 days with no resolution as of yet with 3 emails to this company with no reply as of yet 7/21/23. Can someone from Travel Impression please resolve this issue?

  Business Response

  Date: 08/01/2023

  Hello,

  The hotel has refunded the guest and billed our single use credit card this has been resolved.  No refund due the customer from ******************************************* as the hotel already refund them.

  Thank you,

• Initial Complaint

  Date:06/01/2023

  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.

  My husband booked a surprise 20th anniversary trip for us. Unfortunately, life happened, and we needed to reschedule the trip. All we wanted to do was move to a later date, and fully understood we could pay more. The company was COMPLETELY inflexible and unwilling to talk or work with us. I asked multiple times for a contact, and they would not provide one. We paid $2,680.36 for the trip and are getting a travel credit for $1,103.98, so they are taking $1,576.38 from us! It is disheartening to me that this company refuses to make things right and work with customers. There is zero concern for the customer, it's all about the money for them. After this transpired, I put comments on both their Instagram and ******** sites, saying do not book with this company, check the Better Business Bureau for complaints and they have now blocked me from their sites. I am just trying to warn others before it's too late to NOT do business with this company. When you ****** Travel Impressions, one of the first few things that pop up are complaints with the Better Business Bureau. I so wish my husband would have seen that before booking. I am now trying to help others from getting scammed.

  Business Response

  Date: 06/01/2023

  I was able to find a cancelled reservation under confirmation number ******** under *************************************** name for Travel 10-15JUN2023.  What I am Able to see is the air that was  selected was Non Refundable Non Changeable Air with American.  So when the package was cancelled the credit that was issued was the balance available minus the nonrfundable air, and package fees.  We are very sorry for the inconvenience this might of caused.  Thank you 

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Travel Impressions gave ** no option but to cancel.  They would not provide a contact for ** speak/work with.  It was a package, purchased online, and no one advised ** the tickets were nonrefundable, transferable.  I called American Airlines, and they said Travel Impressions could make the change for ** and they wouldn't.  They also took way more money than just the airline fees.  

  *******************************