ComplaintsforTravelzoo

• 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

   

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a travel voucher to a local hotel in The ******* Keys. Unfortunately, I was unable to check-in due to a scheduling conflict with work. I called in advance to have travlezoo & the hotel aware of the situation. I waited for three days; in which I had to follow back up on to receive an email to pleanty charges. I simply wanted to reschedule, or get a hotel credit.

  Business response

  08/08/2023

  Hi ******, 

  We deeply apologize for the inconvenience caused by your inability to use your voucher. Despite our efforts to advocate with the merchant on your behalf, we must inform you that as Travelzoo is the advertiser, we are unable to enforce any exceptions to the hotel's policy. The cancellation was unfortunately made within the penalty window, leaving the merchant unable to fulfill your request. We humbly suggest that you contact your travel insurer to explore your options. 

  Thank you,

  The Travelzoo Team

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraud, advertised trips they knew they couldnt provide and kept our money My family of three purchased a vacation package from UTO Vacations that was advertised and supposedly vetted by Travelzoo. This was on 9/9/22. We paid in full as requested by the company ($1578). We completed all requested documentation. I started researching **** requirements only to find ***** was requiring a mandatory 10-day isolation at your own expense when entering the county. Our whole trip was only 10 days. UTO was aware of this requirement when they advertised and sold the travel packages. When I contacted ************ their response was sorry, you will have to take a credit and use toward a package that costs thousands more. When I explained we didnt want credit we wanted a refund they refused. As of this date, 4/15/23, we werent even given a credit. They have been contacted numerous times. This is a classic case of bait and switch. My friends and I are frequent travelers who will never book with ************ or Travelzoo again. Take this as a cautionary tale and do your own due diligence instead of trusting ************ or Travelzoo to provide your travel needs.

  Business response

  05/25/2023

  Hi *******,

  I apologize for any inconvenience. It seems you may have missed our last communication sent on April 24, 2023. I have included it below:

  "Thank you for contacting Travelzoo about your cancelled trip with UTO Vacations.
  

  I can appreciate how stressful this has been with your booking getting cancelled. We have advocated on your behalf, but we are unable to obtain the desired outcome of a cash refund for all your travelers. Our partner is providing the travel credit per policy, and this can be applied toward a future trip with UTO Vacations. Please contact UTO Vacations directly at ************************************** and request to speak with ***** or *** for your travel credit.
  
  We have shared your feedback with our team, and we will use this to determine any future offers." 
  

  I again, sincerely apologize for any inconvenience and encourage you to contact UTO directly if the credit has not yet been processed.

  Sincerely,

  The Travelzoo Team

  Customer response

  05/25/2023

  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:

  [
   As I explained earlier I have absolutely no faith in UTO Vacations.  They have dealt in bad faith.  If they were a credible company they wouldnt be using a disclaimer saying they are allowed to keep all payments even if they havent provided any services   I have no interest in them giving me a credit for travel with their company.  I doubt they rarely actually offer **********.  Im only interested in having my money fully refunded.
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  Sincerely,
  
  *****************************
  
  
  
  
   Your Answer Here]

  Customer response

  06/13/2023

  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]

   Per the attached advertisement (below) travelzoo states they investigated and recommend the trip to *****/********.  They refer to UTO Vacations as their travel partner.  Both companies were, or should have been, aware this trip was not actually available at this time due to travel restrictions.  They therefore share the liability for false advertisement.  This is a classic bait and switch.  Both companies were perpetrating fraud on unsuspecting customers.  I would not have purchased this package without Travelzoos assurances.

   $99: ****** 5-star resort for 5 nights
  TRAVELZOO
  What's the big deal? Every day, our team of global experts source and investigate outstanding offers for our members.
  Once in a while, we come across an offer that sounds too good to be true. Case in point: this 5-star hotel offer that allows you to spend five nights in ****** for $99 per person. Luxury resorts in ******** are more affordable than equivalent properties in the ****, but this low rate raised our eyebrows, too. We dug further into it and here's what we found out:
  
  
  (Actual image was too large to upload).

   

   

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

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

  Business response

  06/30/2023

  Hello,

  We sincerely apologize that your experience has not met your expectations. We have shared your feedback and thoughts with the team as well as our client. I know this may not be the answer you want to hear, however, if you are looking for an exception to UTOs policies, or are not happy with UTOs policies, regrettably, we are not able to override the terms of your booking agreement, nor can we ask UTO to do that. We will continue to monitor our members feedback about UTO and again sincerely apologize for your experience. 

  Sincerely,

  The Travelzoo Team

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2022 I purchased a Voucher for a local hotel which was opening which was to include many amenities and a stay. When I went to book it the link that was supposed to give me the discount rate did not populate on the hotels website so I could not book. I called the hotel but they did not know what I was talking about. I had to email the hotel main customer service who also did not and said they had no access to vouchers. I called travelzoo for a refund as not only could I not book but the deal they claimed did not even exist and was false advertising. Travelzoo claimed they did not sell it to me but the hotel did but my charge is clearly listed as travelzoo on my credit card. The hotel says they have nothing to do with any vouchers. I have emailed travelzoo numerous times and they give me a generic- need time to look into it- then never do and never respond. I have been told many times I should call this or that number, but have tried and can not sit on hold for hours or play phone tag as I am disabled and have disclosed as such many times. They seem to be taking that as permission to defraud me as I am too exausted to harass them about a refund because they sold me something which never even existed- which should not be a situation anyone is ever in in the first place. ******************************************************** $149 -- 1 Night Stay for 2, June 1 - Sept. 1 Name Voucher************** StatusExpired Expiration DateSep 1, 2022 Promotional Value$372 Base Value

  Business response

  04/28/2023

  Hello *****,
  
  Ive reviewed your request and would like to apologize for any confusion that occurred when you spoke to Hiltons Corporate Guest Relations on August 30th. In reviewing the situation, I confirmed the voucher could be used for promotional value until September 1st, by booking with the *********** directly using the booking link provided on the voucher (Ive attached a copy for your review).
  
  This voucher was purchased on April 16th, 2022, and was refundable until May 1st, 2022. While the voucher is no longer refundable, the money you spent on the deal will never expire, so if you paid $20 for a voucher with a promotional value of $40, the voucher is still worth $20. Simply present it to ********************** and use it as payment towards your stay.
  
  I have confirmed with the **********************, that your voucher will be accepted for its "Base Value." If you have any new information or are having trouble redeeming your voucher, please contact our customer service team, and we will gladly assist you.
  
  Sincerely,
  
  The Travelzoo Team

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I book the below trip due to Travel Zoo posting it on their site. I think Travel Zoo should stop posting UTO Vacations due to the issue I am currently experiencing with them below. I have looked at many of forms and learned I am not the only one expiring this issue.n January 13, 2022, I booked a vacation with UTO Vacations for my husband, daughter, and me to ***** and ********. Since that date, I have paid a total of ********. A balance of $1603 is still unpaid. The total for the package is $3174. On February 16, 2023, I received the attached notification that UTO could not provide the service that I contractually agreed to. They offered to: 1. Keep the reservation (?), **** funds paid for future travel, and 3. Request a refund. I selected 3, a refund. After not receiving confirmation of my selection within 30day as stated in the email UTO Vacations sent me, I contacted the company today, 4/14/2023. In an online Chat with "*******************," I was informed that they are still working on it. I asked her what else they could be working on. They have not booked any air or hotels. She stated there would be no refund. I told her I had the email they sent me with the above option and that I chose a refund. ****** then stated there are penalties to cancel. I asked for a manager she refused. At that point, they kept saying they never said I would get a full refund. Please note that My trip does take place until November again; UTO Vacations have not purchased any flights or hotels. My order number is #*****. In addition, they made the offer to cancel this trip, but I did not request it. Therefore, I should get a full refund.

  Business response

  04/06/2023

  I'm sorry to hear that obtaining a refund has been such a struggle for you. I fully comprehend how disheartening something like that *** be, and I sincerely apologize for any inconvenience that this *** have caused. This is the first time that we have become aware of the problem, and a member of our customer support team will get in touch with you today in order to get additional details, with the email address that has been provided *********************** We, as the advertiser, did not collect any payments. *** was the recipient of that cash. We will get in touch with UTO once we have your additional information, and we will advocate on your behalf.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently booked ***** travel deal (*********, Mallorca, ******) for March **** April, 2023 which was advertised through Travel Zoo. The travel package included air and hotel **************************** Aireuropa). With the extra days I requested and added, each persons (2) cost went from $900+ to $1645. I was then offered a deal to cover check-in baggages and selecting seats for about $800 but at $700+ if accepted. I had agreed and so the invoice emailed to me included everything but did not break down in detail - just an invoice total of about $4000+ for 2 people. About a few days later, and after a few emails attempting to get a detailed invoice, I spoke to ****** (customer service and same person in my email requests) and asked for the check in baggage option to be cancelled- that I didnt need it anymore. He said he was going to look into my request for a refund and listen to my phone conversation recordings with ***** who was the guy that offered the checkin add-on, and that ****** was going to get back to me on Monday, January 10, 2023. I have not received any update. Wheres my refund? Is this a scam to seniors like me? ********* marketing?

  Business response

  01/18/2023

  Hello,

  We're sorry to hear that your experience was less than ideal. The deal was priced exactly as advertised. However, we cannot guarantee the price when upgrades are purchased, or changes are made to the deal. We encourage you to continue working with the merchant to achieve your desired result.

  Sincerely,

   

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a voucher from Travelzoo for a restaurant. The restaurant is closed. I cannot get a refund.

  Business response

  11/29/2022

  Hello,

  Thank you for your understanding. On November 25th, we received the request and began the refund process. Refunds are typically processed within 5-7 business days. However, due to the purchase's age and the account's closure, the refund had to be processed as a check. The member has been notified that a check refund will be processed and should arrive within 2-3 weeks. We reviewed the call recording and can confirm that our agents did not disconnect the call. We apologize for any inconvenience and thank the member for their patience while the refund is processed.

  Customer response

  12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While the response is fine, although inaccurate regarding the twice hung up calls and failure to acknowledge the numerous calls and emails in an attempt to resolve, I have not received the refund and therefore cannot yet determine that the matter has been resolved.  Given the communication on this, I am not convinced I will receive the refund as finally stated.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 19, 2022 I made a booking with Travelzoo for ********************* hotel for Oct 6-9 2022. September 8, ********************** to say the hotel is now closing Oct 3 and I have no hotel. They offered some lower quality hotels which I declined as it was not the same category or caliber which I had booked. They then offered to reimburse me 750EUR towards a new hotel of my choice and I was to submit the invoice once the stay was completed. Now that I've submitted the invoice they are refusing to reimburse the agreed upon 750EUR. They are trying to renege on the agreement to provide compensation they promised.

  Business response

  10/19/2022

  Hello,
  
  Our sincerest apologies for any confusion. We have taken a second look at the situation and are happy to provide the additional refund amount. A second refund check is being sent in the amount of $500 to the member

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December, 2021 I purchased a tour from UTO vacations through an ad published by TravelZoo. The TravelZoo ad specifically said that if the tour was canceled by UTO an alternate travel date would be provided, at the same price, or I would receive a refund of my deposit. The tour, which was scheduled to take place in November 2022, has been canceled by UTO. UTO has not offered me any alternate travel date fir this tour. In addition, and on its own, (without my prior knowledge) UTO has issued a travel credit voucher instead of a refund. UTO has not guaranteed that if this tour is ever offered again it will be offered at the same price. In fact, UTO has said that no itineraries for this trip exist for 2023 or ****. I have requested this refund repeatedly via TravelZoo. To date, TravelZoo has not issued this refund although its says (on the TravelZoo website), that I will be refunded. TravelZoo continues to post ads for UTO but has not required UTO to comply with its own terms and conditions (stating an alternate travel date will be provided upon cancelation by UTO). As such, right now UTO is keeping my deposit with no future travel offer. UTO has not responded to any of my communication with them or TravelZoo. Since the TravelZoo website says a refund will be issued, I want the refund from TravelZoo.

  Business response

  06/17/2022

  Hello *****,

   

  We are sorry to hear you had a less than perfect experience with UTO Vacations. We appreciate and your feedback and have advocated on your behalf.

   

  We have confirmed that UTO has provided a refund in the form of a travel credit per their terms and conditions. 

   

  Sincerely, 

  The Travelzoo Team

  Customer response

  06/18/2022

  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:
  

  TravelZoos response is not at all responsive to my original complaint filed with you (the Better Business Bureau).  My complaint is requesting a refund of my deposit from TravelZoo since TravelZoo stated the a refund will be offered (not a credit voucher), if an alternate travel date is not provided.  TravelZoo ran this *** ad repeatedly, from the time we booked this tour until at least May, 2022.  TravelZoo continued to run this *** ad dispute the fact that there were many complaints on social media protesting ***s keeping peoples deposits for this ***** trip although they could not offer an alternate travel date.  As such, I think TravelZoo is complicit in this deception because it should have stop running these ads instead of continuing to direct its customers to the *** website for booking.  Of course Travel Zoo knows a credit voucher was issued!  But this is not what should have happened, in light of what TravelZoo put it its published ad.

  ?

  Business response

  01/18/2024

  Hello,
  
  The Better Business Bureau has requested that we reevaluate your concern in order to determine if there is any additional assistance, we can provide to achieve a more satisfactory resolution. Upon careful review of your most recent message and all the interactions with our customer service team, I am able to confirm that we have reviewed the terms of purchase with the travel provider and confirmed the credit provided was compliant with the terms and conditions of the sale. We are unable to force them to provide a cash refund instead of the credit received.
  
  As the advertiser of the vacation you purchased, we did not directly receive your payment and thus cannot issue a refund to you directly. Additionally, I have verified that Travelzoo's policies and terms of use have been adhered to, leaving no further recourse available to address this matter.

  Sincerely,
  The Travelzoo Team

  Customer response

  02/06/2024

  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:

  
  
  
  The people at TravelZoo have never admitted that both their advertisements and that of UTO did not provide that if the trip to ***** was canceled we would be given a future travel credit. Both of these companies had ads that ran before the pandemic withTerms and Conditions which were changed after the pandemic - of relevance here, that if the ***** trip was canceled UTO could issue a future travel credit rather than offer an alternative travel date fir the booked tour.  Nowhere was there language suggesting that UTO could just unilaterally change the Terms and Conditions so it allowed it to apply our paid deposit to some future travel.  I provided TravelZoo with a copy of its pre- and post-pandemic ads as well as a copy of the pre- and post-pandemic Terms and Conditions.  We signed up for the ***** tour prior to the revised ad and Terms and Conditions and never agreed to the changes.  We never have been given an alternative travel date for the ***** trip we paid our deposits for and in fact UTO still has not returned our money or reinstated our ***** travel.  Our position as far as TravelZoo is concerned is that it is responsible for the misleading ad it posted and therefore should either require UTO to refund our money or that TravelZoo should refund us since we relied upon both the TravelZoo ad and that of its client UTO.
  
  Again, until today, we have not been offered an alternative travel date or refund even though UTO has advertised resumption of trips to *****.  We are not interested in a travel credit for some other tour and we stated that to both TravelZoo and UTO.
  
  It is completely disingenuous for TravelZoo to ignore the fact that neither their original ad nor the original UTO Terms and Conditions provided UTO the right to keep our money and not offer us an alternative travel date for a ***** trip.  In fact, the TravelZoo ad specifically stated that our money would be refunded, not credited.
  
  I also provided the Better Business Bureau with copies of the relevant documents when this complaint was filed.
  
  I continue to say shame on both TravelZoo and UTO and I continue to seek a refund of our deposits which UTO has improperly held for over 2 years now.
  
  **********************************
  

  
  

   

   

   

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

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

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 09/06/21 we PAID $1198. USD for **** - 9 days a tour advertised by TravelZoo.Compiled and sold by Exoticca it committed, as advertised and documented, to provide us *****9 Days*7 nights. DISPUTE Exoticca chose flights and dates, disclosed recently, that dont match the days in country advertised and sold to us. Arrival in **** **** at 11:30 EST(theyre an hour behind) negates the advertised tour which advertises Day 1 explore **** and puts us in **** 1/2 an hour before midnight on day 1 in country, no one can consider this a day in country, as marketed and sold. Return flight leaves early a.m. and negates day 8 in country, which was documented and advertised as Day 8 **** *Night on board and return to US on June 16th.Much back and forth with TravelZoo and Exoticca. Offer to switch us to a return that allows for our purchased days in **** PLUS an extra hotel night(Remember 1st hotel night will start after midnight). As long as we agree to pay an EXTRA $550.00+ USD. We want what we paid for, not to be baited by one tour and then given a lesser tour OR the option to pay more. Exoticca can deal with many airlines in order to provide flights that match the tours they compile and sell. Attempting to brush off a shorter tour time in country time due to flights is not a valid response its an excuse.Booking reference **************** 

  Business response

  06/24/2022

  Hello ****,

  As an advertiser for the travel provider Exoticca, we didn't receive a payment from you or complete this booking and are unable to make adjustments. However, we have contacted Exoticca to request they review your booking and provide further assistance. 

  We have since learned they are reaching out to you directly.

  Sincerely,

  ****

*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. ↩