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:04/09/2025

  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.

  I signed up for a trial membership through ***********. A travel company that apparently "is not associated" with Travelzoo(stated from a manager). They are somehow linked because I signed up for a membership trial for $1 that lasted 1 month. I sent an email to *********** directly asking to cancel the membership because I was under the impression the membership was with them. Well to my surprise I was charged by Travelzoo a membership fee of $45 for the year. I contacted the manager from Travelzoo and she told me there was an email sent to me with a receipt and instructions on how to cancel. I checked my email and I never received it. I checked my junk mail and everything. Something is very fishy to me. I spoke with the manager and explained everything and they were not willing to refund the fee I was charged. I will never be using this company again.

  Business Response

  Date: 04/28/2025

  Hi ******,

  T**** you for contacting Travelzoo. 

  We're sorry to hear you're not satisfied with your membership.  We reviewed your account and found that you signed up for a $1, 30-Day trial on March 6th, 2025.  During the sign-up process we state the membership will renew at the end of the 30-Day trial and annually thereafter until cancelled. At that time, you also received an email with a receipt specifying the date your membership will renew.  According to the terms and conditions you agreed to, you may cancel your autorenewal at any time before the renewal date. During the review we found no efforts to cancel prior to the renewal of the subscription. 
  
  While we recognize that this may not be the outcome you were hoping for, the renewal membership fee is non-refundable. I can assure you that the auto-renewal has been turned off, and you will not be charged again. 

  
  The Travelzoo Team

• Initial Complaint

  Date:03/18/2025

  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.

  Me and my girl have been trying to plan a cruise for a while so we were looking around and travelzoo sent me a promotion from a Klarna order i made and i looked at the offer didnt even know i was signing up for a membership with no idea how they got my card information and on march 13th i was charged 40 dollars for something i dont want and they are refusing to refund me my money when i dont even use there service

  Business Response

  Date: 03/20/2025

  Hello
  
  Thank you for contacting Travelzoo. 
  
  We're sorry to hear you're not satisfied with your membership. During the sign-up process we state the membership will renew at the end of the 30-Day trial and annually thereafter until cancelled. At that time, you also received an email with a receipt specifying the date your membership will renew.  According to the terms and conditions you agreed to, you may cancel your autorenewal at any time before the renewal date
  
  While we recognize that this may not be the outcome you were hoping for, the $40 renewal membership fee is non-refundable.
  
  The Travelzoo Team

• Initial Complaint

  Date:02/18/2025

  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.

  On Feb. 8th, 2024, a hotel in *******, ** signed me up for ********** without my permission. They just renewed my membership for $40.00, without my joining the organization. I called Travel Zoo on 2/11/24 after receiving the charge on ****************, and they said they would reverse the membership charge. Of course, they did not and re-charged me on ****************. I again called them and they stated that it was their policy that all charges for membership are final. Have opened up a fraud investigation with my *******************. Also, when you read the reviews, they are doing this scam on hundreds to thousands of others.This is a *************

  Business Response

  Date: 02/21/2025

  HI *****,

  Thank you for contacting Travelzoo. 

  I'm sorry that you do not wish to keep your membership, and I can confirm that the autorenewal has been turned off. This will ensure you are not charged again. 

  I reviewed your account and can confirm that you signed up for membership before the vouchers were purchased. A confirmation email was sent to the email address used to sign up, and per the terms and conditions of the membership an autorenewal was charged a year later. 

  Your membership includes:

  Full access to all our offers, including Club and Confidential Offers, that can only be purchased by Members.
  Early access to our Top 20. Deals can often sell-out, so first access means you have the greatest chance of grabbing one of our hottest deals.
  Complimentary lounge access if your flight is delayed
  Weekly dream GiveAWAY where one Members gets a chance to win a Top 20 vacation every week.
  Member Days, which are periodic special sale events accessible by Members only. Cyber Monday was the first and we have more coming.
  Additional benefits and perks will be added throughout the year. 

  While this may not be the outcome you were hoping for it is final and we hope you'll use your membership before it expires. 

  The Travelzoo Team

• Initial Complaint

  Date:01/23/2025

  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.

  I subscribed to Travelzoo after finding an attractive vacation offer. When I moved from Travelzoo to the travel agency I found that the 9day trip was only 7 including travel.When I complained to Travelzoo the agent was dismissive and just cancelled my account when my subscription expired.I'd like them to investigate, confirm the deception and discontinue offering "deals" through this referred travel agency.

  Business Response

  Date: 01/27/2025

  Hi *****,

  Thank you for sharing your thoughts.

  We truly regret that your experience fell short of what you were hoping for We are always looking for opportunities to improve and will be in touch with you soon. 

  The Travelzoo Team 

   

• Initial Complaint

  Date:10/29/2024

  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 rental car through Travelzoo and when I got to my destination there were not cars available and we had to but a car with another company. Travelzoo now is saying they can't refund the cost of the car because the money was collected through a third party and that party is not responding. Travelzoo also is saying they can't provide the refund. Travelzoo seems to be taking money without providing the service.

  Business Response

  Date: 11/04/2024

  Hello,

  Thank you for contacting Travelzoo.

  We are sorry to hear that your experience was less than satisfactory.

  We have researched your complaint and advocated on your behalf with the merchant. We are the advertiser, and the transaction was completed with a third-party client. Any refund to be provided as a credit or otherwise will be secured through the partner and will be subject to their terms and conditions.

  No refund or further action will be taken by Travelzoo as we have done everything in accordance with our policies.  
  
  We sincerely apologize for any incontinence this has caused and encourage you to work with the third-party vendor to resolve your complaint. 

  The Travelzoo Team 

• Initial Complaint

  Date:08/05/2024

  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.

  Travelzoo promoted vacation packages by provider UTO Vacation. In December 2022, I purchased one of these vacation packages for 8 passengers and paid more than $7,000. The trip was scheduled to depart November 2024. In June 2024, UTO Vacation canceled the trip and refused to provide a refund. I contacted Travelzoo to let them know they were promoting a fraudulent business that was taking people's money and not providing anything in return. Travelzoo simply stated that "This issue is addressed in your booking agreement with UTO." There is nothing to be addressed. UTO Vacation took $7,000 and provided nothing at all of value. They canceled the trip. Not me. So please be on notice that Travelzoo does not vet their partners and that the deals you see promoted on Travelzoo may very well be fake and scams.

  Business Response

  Date: 08/06/2024

  Hi ******,

  Thank you for reaching out to us.

  We are sorry to hear that you have had this issue, and your trip was cancelled.

  However, 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, including the Deposit Policy and Sales and Cancellation Policy, and to comply with its instructions on managing your booking and payments pre-travel.
   
  Unfortunately, we are unable to ask UTO to act outside of their policies nor can we change the terms of your contract.

  As Travelzoo was the advertiser, we did not receive any payment for your trip. Therefore, we are unable to provide you with a refund. We encourage you to continue to work with the travel provide to secure a favorable outcome. 

  The Travelzoo Team 

  Customer Answer

  Date: 08/06/2024

  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:

  Travelzoo is promoting and advertising for a business that is fraudulent. The terms and conditions were not broken by me, they were broken by UTO Vacation, which canceled my trip and is refusing to provide a refund. UTO Vacation is defrauding its customers, and ********************** should not be promoting this scam. 

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

  
  

  Business Response

  Date: 08/08/2024

  Hello,

  Thank you for your feedback.

  The trip was cancelled due to the final payment not being made by the due date. The payment portal is also closed after the due date has passed. We understand this is not the outcome that you are looking to receive. As previously stated, we are the advertiser, and the transaction was completed with a third-party client. Any refund to be provided as a credit or otherwise will be secured through the travel partner and will be subject to their terms and conditions.
  
  No refund or further action will be taken by Travelzoo as we have done everything in accordance with our policies to resolve your complaint.  
  
  We sincerely apologize for any incontinence this has caused and encourage you to work with the travel partner to resolve your complaint. 

  The Travelzoo Team 

• Initial Complaint

  Date:05/01/2024

  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 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 Answer

  Date: 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

  Date: 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

  Date:02/06/2024

  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.

  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

  Date: 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

  Date:01/24/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/12/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.