ComplaintsforTravelzoo

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a vacation through Travel Zoo with UTO Vacations to *****/******** for November 2023. A couple of months before the vacation we received a notification from UTO Vacations stating that that it was a level three and we should re-book our vacation dates and they gave us a travel credit that will expire in on July 13, 2024. They will not extend the expiration date. I have reach out to them several times. They tell me to check other destinations on their website. I have check everything from ****, ******, ****** and **************. This vacation was for 4 people. Everything on there website are 4x as much. In which you can not afford any of the trips. I click on a trip for $2400.00 to ***** and it doesn't have any thing that they advertise. The days that are not booked are ranging from $7900.00 and up. There is nothing you can afford on the website and the are holding my money hostage. I would like a full refund because we will not be able to afforded anything and the company knows this. It is a way of having our money forfeited.This company I think is doing this to everyone that has booked and had to re schedule. I was introduce to this company through Travel Zoo. UTO Vacations is knowingly taking people money. I just want my refund back. The company needs to be investigated because I have went through every vacation site they offer and it is at least 3 or 4 times more ($6,000- up). It is in the price range individuals can not afford at all.I have used Travel Zoo for years and never had a problem. I notice they are no longer on Travel Zoo's Top 20.Sincerely ************************.

  Customer response

  05/06/2024

  Good Morning

   

  Yes my complaint is pertaining for the expiration date o July 13th 2024 with UTO Vacations.   I have tried to re book with them serval times, but all their vacations on the website are 3 or 4 times as much of what I paid ($2400).  To  re book now the cost is $5900 and up or sold out with all the continents and countries in each one.   They are forcing people to forfeit your money.

  It has happen to hundreds of people and now Travel Zoo have removed them from the website.   I have reached out to the company on the phone, chat and emails and they are not willing to give a full refund.  they are scamming their clients.  

   

  Sincerely yours,

   

  ************************.

  Business response

  05/23/2024

  Hi ****,

  We are sorry to hear that you are having difficulties with your trip.
  
  Any of the travel products or services that you purchased directly from UTO contains a contractual agreement between you and the travel provider, once you book your tour you acknowledge and agree to all the terms and conditions.
  
  If you are looking for anything outside of UTOs policies, regrettably, we are not able to override the terms of your contract, nor can we ask UTO to do that. I know this may not be the answer you want to hear.
  
  If you have contacted UTO about this issue and believe their response does not comply with the terms of your contract, then we may be able to advocate on your behalf to get what you are eligible for contractually. Please contact us at **************, Mon-Sun, 9am - 9pm ET.

  Sincerely,

  The Travelzoo Team

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Travelzoo voucher for 3 nights at the **************** hotel in ******. We purchased it on January 8th, ****. The voucher is non-refundable after 14 days of purchase. The ********** of ***** issued a level 2 security warning for ****** the end of January ****. We are fearful to travel there due to this warning. We spoke with Travelzoo in regards to this. They said they won't refund our money. I asked if we could use said money to purchase a different travel voucher through them for travel somewhere else so they won't be losing money. We really don't want to be fearful while on vacation. I feel it's the least they could do in making an exception.

  Business response

  02/07/2024

  Hello, 
  
  Thank you for contacting Travelzoo. We understand your concerns, and we have spoken with our partners to ensure that the facilities are properly secured and patrolled for our members' safety. 
  

  A level two recommendation advises travelers to use more caution, but they can still travel safely to their destinations. We will notify our members if the advisory level changes and it is no longer safe to travel. However, at this time, members are free to travel to ******.
  
  I've attached a link to the US ********************** The most recent information about *********** is available here: ***************************************************************************************************************************.
  
  The voucher was purchased on January 8, 24 without the fully refundable surcharge and was refundable until January 23, 24. The voucher can be used for its promotional value until November 24, 24, and can be used for base value after its expiration, meaning, if you paid $20 for a voucher with $40 of promotional value, that voucher is still worth $20 at the local business. Just present it to the merchant and use it like credit. You can also transfer the voucher to anyone, whether you purchased it for yourself or someone else. 
  
  While we recognize that this is not the resolution you were hoping for, I have confirmed that Travelzoo's policies and terms of service were followed, and we do not have any other options to address the matter. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In September 2022, we booked a trip for March 2024 with UTO Vacations. We had initially received the promotion email from Travel Zoo. I have been a Travel Zoo member since 2009. This is my first horrible experience and I will do what I need to do in order to get my money back. In the terms and conditions stated with our agreement with UTO it stated that they would send us emails for our second and final payments. The final payment being due 180 days prior to the trip. The final payment would have been due in September 2023. Because I had uploaded all documentation necessary in October 2022, I had no need to log into my account with UTO. We had received ALL emails from UTO to my inbox. Not spam or junk. We received our second payment request to my inbox, we received a COVID email to my inbox, we received a WAR email to my inbox; however, I never received a final payment email from UTO. Nor did I receive a payment default or cancellation email from UTO. After asking, *** indicated that they are keeping my money $3924.00 and told me "their hands are tied" as to a resolution. I asked them to provide me proof of delivery confirmation for their final payment email, and they cannot provide me with one. My fear of using an outside "travel agent" has come to fruition and now I am forced to seek legal remedies for fraudulent activities and breach of contract of UTO. Since I booked this vacation in ********************************************** 2023, I was not aware of such a scandalous company. I do not want credit with this company as I will never use them again, and as for Travel Zoo I will allow them to make this right before I pass judgment on them.

  Business response

  01/26/2024

  Hello,

  I'm sorry to hear that you have had this issue and that your trip was cancelled.
  
  I have confirmed that, under the terms of the advertisement, this merchant would offer a credit in the event the trip is cancelled. In reviewing your statement, I see that a credit was offered to you. If you are looking for anything outside of UTOs policies, regrettably, we are not able to override the terms of your contract, nor can we ask UTO to do that.
  
  Any of the travel products or services that you purchased directly from UTO contain a contractual agreement between you and the travel provider. Once you book your tour, you acknowledge and agree to all the terms and conditions, including the Deposit Policy and Sales and Cancellation Policy, and to comply with its instructions on managing your booking and payments pre-travel.
  
  I know this may not be the answer you want to hear. If you believe their response does not comply with the terms of your contract, then we may be able to advocate on your behalf. Please contact us at ***********************************.

  The Travelzoo Team

  Customer response

  02/05/2024

  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:

  First and foremost, I am attaching my original terms and conditions from 2022 that have since been modified by UTO without prior written notification to me. That alone is a breach of contract. Not only do they change the terms regarding trip cancellation, the terms specifically say on page 6 that I accept the terms without modification. For this alone, I will only be satisfied with a full refund of my money. Second, the business did not even answer to the allegation of them not sending the email for final payment. They acted in a deceiving manner since the agreement commenced. If I do not receive a full refund by filing this complaint, I intend to seek remedies in court and will be sure to consult with a class action attorney prior to commencing legal again as I am sure there are many more consumers that have been burned by this company's modification of terms and conditions without our knowledge. 

   

   

   

   

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

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

  Business response

  02/16/2024

  Hello,
  
  I can confirm that we advocated on your behalf, and I understand that this was not the outcome you were hoping for.
  
  As the advertiser of the vacation you purchased, we did not receive your payment directly thus we cannot issue you a refund. We recommend you continue working with the merchant to get a more satisfactory resolution, or to contact your travel insurance provider for more options.
  
  Furthermore, I have confirmed that Travelzoo's policies and terms of service have been followed, leaving no other options to address this issue. 

  The Travelzoo Team

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible customer service. I purchased a voucher for my wifes 40th birthday. The voucher expired in a week.They wont refund or give me an extension. The promotion is still active, but they wont resolve.The supervisors are c***

  Business response

  01/12/2024

  Hello,

  Thank you for reaching out to us.

  We are sorry to hear that you were unable to use your voucher before its expiration and understand how frustrating that can be. We spoke to the partner to advocate on your behalf and can confirm they will honor the base value of your voucher. 

  This means if you paid $20 for a voucher with $40 of promotional value, that voucher is still worth $20 at the local business. Just present it to the merchant and use it like credit.
  

  We sincerely apologize for any inconvenience and thank you for your understanding. 

  The Travelzoo Team

  Customer response

  01/18/2024

  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:

  They are only talking about the amount that I paid and not the promotional value. There is an active promotion with the same vendor and Travelzoo can easily reissue the voucher for the promotional value or refund so that I can purchase the voucher with promotional value. ****** asking me to use the money that I paid is not helpful. They are extremely adamant to resolve customer issues. Groupon and other vendors are more flexible and dont play a hard ball like Travelzoo

   

   

   

   

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

  
  Sincerely,
  
  ***** **
  
  
  
  
   
  

  Business response

  01/26/2024

  Hello,
  
  I can confirm we advocated on your behalf, and I understand that this is not the outcome you were looking for. Unfortunately, as the voucher has already passed its expiration date, we cannot perform an exchange or refund for it. Once the voucher expired, the merchant received payment in full. 
  
  The merchant will honor the base value of the voucher, as stated in our terms and conditions, and we are able to confirm this on your behalf.
  
  I have confirmed that the policies and conditions of service of Travelzoo have been adhered to. We have no other options available to remedy this situation.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Travel zoo is a scam company. They send scam emails with links to get personal info from you. They lie and say you have a membership so you want to click their fraudulent link. They are scammers and liars They are trying to lie to get money. Other ppl have purchase travel plans only for them to be scammed as well. DO NOT TRUST THIS COMPANY OR *********

  Business response

  01/02/2024

  Hello 

  Thank you for your feedback. For 25 years, Travelzoo has been the most trusted place online for travel and entertainment deals. Our team of deal experts around the world sources exclusive offers and one-of-a-kind experiences. We have partnerships with more than ***** top travel suppliers, so our long-standing relationships give Travelzoo members access to irresistible deals on hotel getaways, vacations, cruises, flights and local dining, entertainment and spa deals, many of which are 30% to 50% off retail rates. On any given week, you get exclusive access to up ***** deals on our site, and we are adding new deals every day, so were confident youll find something that inspires you!

  We're sorry to lose you as a member and invite you to contact us **************, Mon-Sun, 9am - 9pm ET, to answer any of your questions and address any concerns. 

  The Travelzoo Team

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 13 I purchased a travel voucher for the Grand Rio Wyndham resort in ***********. I attempted multiple times to book reservations and every time via email and telephone the resort told me they had no availability. I contacted Travelzoo and sent emails showing that I attempted to schedule and Travelzoo said they contacted the resort and they do have availability. I contacted the resort again today, December 12, 2023 and was told I would have to arrive in PR by December 17 for my voucher to still be valid, Travelzoo says my voucher never loses face value. The resort is saying once it expires on December 20, 2023 the voucher is no good. Please help. I don't have six hundred dollars to give away.Respectfully,********************************

  Business response

  01/02/2024

  Hi ********,

  Thank you for your feedback! Please accept our sincerest apologies for your experience. Our records indicate the voucher was refunded on 12/29. If you have any questions, please do not hesitate to contact us at **************, Mon-Sun, 9am - 9pm ET.

  Thank you for being a Travelzoo member!

  The Travelzoo Team

  
  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with ************, a "vetted" vendor that is on your site. I was originally booked for a trip to *****, ********, and ******** on October 23- November 8, 2023. I had paid for the trip in full in October 2022 and was eagerly anticipating this long-awaited vacation.Although *** policy is to provide tickets 30 days in advance, I was notified that I would receive it 15 days prior. On October 10, 2023, I accessed the *** website to check on the status of my flight tickets. To my dismay, I was unable to locate any information about my tickets. I attempted to contact customer service via both phone and email, but was directed to a chat box on the *** website. The chatbot informed me that my trip had been canceled, stating it as a "no go." I was appalled by the lack of formal communication from ************ regarding this cancellation. To this day, I have not received any emails, phone calls, or letters informing me of the trip's cancellation. My account status still shows the trip active. The only acknowledgment I received was through the chat interaction and an email poll. In addition to the cancellation, I am deeply concerned about the lack of transparency regarding the refund or rescheduling of my trip.Furthermore, I am troubled by the continued sale of travel packages. This suggests that ************ is continuing to accept payments for trips they may not be able to fulfill, potentially using customers' money to fund current trips.By continuing to promote this company, you are continuing to scam travelers. Thank you for your attention to this matter.

  Business response

  11/16/2023

  Hello,

  Thank you for reaching out. 

  We understand your disappointment, we'd be disappointed too. We will have a member of our customer service team reach out to advocate on your behalf. Please allow up to 5 business days to receive an email response from us. If you have any questions or concerns, please do not hesitate to contact us at **************, Mon-Sun, 9am - 9pm ET.

  Sincerely,

  The Travelzoo Team
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction took place on 6/2/23. I received an alert from Travelzoo.com which I responded to. I immediately received a call from oversees and gave them my dates because it was open dates. Last week I called to reschedule my trip due to a death in my family in *********** - where I am now. I called travelzoo numerous times and was told it was being escalated. Today I called again because I never hear back and was told they could not do anything because it was sold thru a 3rd party - which represents them as I mentioned. I also told them that according to the information I received in June I was supposed to receive my airline tickets, transfers and vouchers 14 days prior to, which I never did. Travelzoo connected me with the oversees agency again and the supervisor told me that his employee sent me the all the document a while back which I told him as not true. I asked the supervisor to email me proof that his employee sent me the documents and put me on hold. A couple of minutes later he sent me all the travel documents, told me I told you so and hung up the phone on me. When I called the airline last week have them my original travel codes I was told I was not book on any flight. This is another oversee agency that Travelzoo is promoting and I brought it to their attention and was told they could not do anything. I want a refund or a reschedule trip and will fight them until it comes to fruition.

  Business response

  11/10/2023

  Dear ***********************************,

  I'm very sorry to hear you're mourning the death of a family member. On behalf of the Travelzoo Team, I'd like to express my sincere condolences for your loss. I hope you'll find some comfort in the memories of the good times you've shared with your loved one. 

  I've reviewed your statement and can see that you've experienced some difficulties with another company, for whom we've advertised a vacation. In the documents you've shared, I found company's terms and conditions provide a schedule for refunds when the vacation is cancelled. This schedule indicates no refunds are provided if cancelled 7 days or less from departure. I can also find this same refund schedule on the website for this company. Those Terms and Conditionals also don't offer any exceptions to this refund schedule, and while you cancelled for a good reason, they appear to have no obligation to offer a refund.

  I can see that Travelzoo's customer service team also requested a refund, on your behalf, from your travel provider. Despite our best efforts we were also unable to obtain an exception for you. Generally, this situation would be covered by your travel insurance provider. It's also possible you may have some coverage with the credit card company you used when you booked this trip, so I recommend you try reaching out to one of those parties for additional assistance. 

  I hope this helps and once again, I'm very sorry for your loss. 
  

  Sincerely,

  Matt and The Travelzoo Team

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a hotel in ****** through this company (also called Travel Compendium, I believe). My reservation was ***********. Their policy is no changes or refunds. I did ask for an upgrade to a room with 2 beds, rather than one. After several days waiting for a reply, they said no. (When you call their number, they take a voice mail and either don't call you back or, once, do call back after 2-3 days.) Since I need a room with two beds, I asked them if I could please cancel. After some days, they said 'no' via email. Then I got another conflicting email saying that based on my request, they did cancel my reservation. I called several times (no response) and finally emailed them back to ask if this cancellation included a refund? Finally I got a response that said - no refund. So they were cancelling with no refund. I them asked to either refund or not cancel. That was 2 days ago I am still waiting for a confirmation one way or the other. Today I booked other accomodations in ****** as this appears cancelled and the trip is this week. Thank you.

  Business response

  10/06/2023

  Hi *****,

  Thank you for reaching out! We are so sorry to hear about your experience. We've checked our system and have been unable to locate a contact from the email or phone number attached to this complaint.  Travel Compendium is a separate entity and not associated with Travelzoo, and your contact was likely with their company and not ours. If you would like to contact our customer service team, please do not hesitate to do so. We can be reached at **************, Mon-Sun, 9am - 9pm ET.

  Sincerely,

  The Travelzoo Team

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After several attempts to unsubscribe from their email distribution list, I continue to receive unwanted emails from this company. I have contacted them directly and they have confirmed that I have unsubscribed but I continue to get their email distributions. Please make it stop.

  Business response

  08/21/2023

  Hello *** ***********

  Our sincerest apologies for any inconvenience. I looked up the email provided, and I was unable to find a contact in our system. Please verify the email address that you have unsubscribed from our email list so we may better assist you.

  Once you have unsubscribed, please allow up to 3-5 business days for changes to take effect and please confirm they are not being forwarded from another email. 

  Thank you,

  The Travelzoo Team

   

*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. ↩