ComplaintsforGreat Value Vacations

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a trip through Great Value Vacations, we need to change one of the flights on the itinerary and they are charging us more for the flight than the airline AND are giving us no credit for the flight already purchased. The flight is through *************** and I spoke with *************** and the flight can indeed be changed for a $60 plus the difference in the cost of the flights, but Great Value refuses to explain the fees as to why changing a flight costs more than the actual flight!

  Business response

  06/26/2024

  When making a change to an existing air ticket, we are required to rebook using the same fare basis as the original ticket (your ticket was issued at the time of your booking in May). It is not simply a 'cancel' and 'rebook' at the current published fare.

  Regards: Great Value Vacations 

   

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made the reservation with Great Value on 2/21/24 and selected a King room instead of a double room in error. I called within minutes of making the reservation to request the room to be updated. I was told that a message would be sent to the hotel. I called Great value again on 4/27 and ******* sent request to a different team. I never received a follow-up correspondence from my 2nd call so I called Great Value for the 3rd time today. This time I was told that both inquiries could be seen and that she could not guarantee that I would get a double room upon arrival. I replied that it would not be acceptable to have a room with a single bed as I am traveling with my aunt. A double room was an option that was included in the original promotion so I am not asking for anything that is outside of the promotion. Further, I have been calling since February so there was ample time to make the correction before hotel rooms got booked up. I requested to have this issue escalated to a supervisor and was told that she would change the room for and additional $140. I asked why I would have to pay for an option that was alway available as a part of the baseline promotion and was told that it was a change fee. I inquired about whether the entire reservation could have been canceled on the day that the reservation was made and rebooked and was told that it could have been cancelled without consequences within 24 hrs of booking. I reminded her that I called within minutes of making the reservation and asked why the 1st agent did not cancel and rebook which would have prevented the back and forth and would have prevented the current issue. This is a very straightforward request and I am frustrated and disappointed by Great Values customer service and lack of resolution.We leave on Monday and I need to have this resolved before we leave. The dates of my call are below. Please advise how I can get this resolved.2/21/24 4/27/24 5/11/24

  Business response

  05/13/2024

  On 2/21/24, we informed the hotel that our client requested a change from a King-size bed to 2 twin beds. We did not offer to cancel the reservation because that is not what the client was requesting. However, please be aware that the bed change is subject to availability. It's important to note that both price and availability are subject to change.

  Regards: Great Value Vacations

   

   

• Initial Complaint

  04/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My sister and I booked a trip in March 2020, we never received any emails regarding a credit being posted to our account, we never had logins for this website. It wasnt til recently when we went to rebook our trip $3600 that we were told we were out of the window and they would be keeping ALL of our money. We never received any good or service. We even said wed pay extra so we could use our money. We only just got full access to our online account after trying to figure this all out . We didnt cancel our trip, the company did. You cant keep peoples money and not offer any service. The guest service said they would not be returning any money and Id gone as high up as theyd allowed me to talk to someone. As a travel agent I will never recommend this company and I will continue to post so others know how crooked this company truly is

  Business response

  04/08/2024

  The amount of the travel credit and specific 'book by' and 'travel by' dates were clearly listed in the clients Portal account. We emailed them on December 5 2020 to let them know that we extended their 'book by' to May 31 2022 (it was originally May 31 2021) and extended their 'travel by' to December 31 2022 (it was originally December 31 2021). We also sent another email on July 10 2021 providing links to their Portal to view their travel credit booking instructions. We're sorry to confirm that their travel credit funds have expired.

  Regards: Great Value Vacations

  Customer response

  04/09/2024

  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:

  Whenever I went on the website to check the status of my credit it says it was able to be rebooked . This is false advertising and I will to accept your company keeping peoples money with no service. I have requested all formal emails and credits given back to you by the airline also. Please respond to my request for this information I'm legally entitled to. 

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

  Business response

  04/23/2024

  We responded to our client offline on 4/8/24.

  Regards: Great Value Vacations

  Customer response

  04/30/2024

  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 company refused to do anything to remedy the situation.
  They will not respond or send me all my information Ive requested also, such as copies of contracts or payments . 
  *****************************
  
  
  
  
   
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a trip which was canceled due to covid in 2020 and the company refused a refund. I was given a credit that had an expiration date of December 2023. I'm a healthcare professional so booking trips is hard for my profession, but they refused a refund and enforced a credit that had an expiration date. I picked the ******** trip for March *****, 2024. The total cost was $873.76. My trip was absolutely horrible. I was exposed to mold, roaches, extreme temperatures, poor wifi, poor hygiene, no hot water, etc. ********* was chosen by Great Value Vacations and I had no control over being placed at ***********************. All of the issues I encountered completely ruined my birthday (March 13) and I just want a refund. I switched rooms 5 times and I dealt with AC issues in 95+ degree weather, no hot water to shower with, mold all over the room and appliances, roaches in the room, etc. ********* also charged me for mini bar items that I never consumed ($9). I reached out to Great Value Vacation's team in ********* and the only solution they provided was putting me in another hotel with terrible reviews or paying the difference in price to book a better hotel. The way I was handled was utterly disturbing and disgusting. I am requesting a cash refund, I don't want any more travel credit. I do not trust this company I also have videos

  Business response

  03/16/2024

  We are truly sorry to hear about the negative experience you had during your trip to ********. Your time off is precious, and it's disappointing to hear that your birthday trip was marred by such unacceptable conditions at the ***********************.

  As a gesture of good will we will offer you a $50.00 future travel credit that can be applied towards another vacation package. Excluding our limited time offers. 

  Regards: Great Value Vacations

   

  Customer response

  03/18/2024

  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:

   

   You didnt address the issue at all, you all put me in poor living conditions. I want a refund 

   

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

  Business response

  03/29/2024

  We are unable to offer additional compensation. Please enjoy the future travel credit that was offered. 

  Regards: Great Value Vacations

   

  Customer response

  04/01/2024

  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 hotel needs to be refunded  

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

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased our vacation package from Great Value Vacation along with the optional travel insurance for our vacation. This vacation is the 2nd vacation we have booked with Great Value Vacation. Our Vacation was scheduled to leave ******, ** to ****** *******, (11/18/23) then continue on to ****** and *****. We were scheduled to return on Sunday (11/26/23). We arrived at the airport in ***** to terminal 1 3 hours ahead of our flight. We checked in for the flight and checked our bags and went to security. For an unknown reason the airport staff was not letting people enter the secure area. The doors were not open and there was a huge line of people waiting. We waited in line and we were told by airport staff that flights were delayed. Once the security gates opened the airport staff seemed very concerned about people getting through quickly. We showed airport staff our boarding passes in hopes of moving up inline. Long story we arrived at the gate and the jet bridge was closed we were not permitted to board. We contacted the travel agency by email and phone, they were closed. We left a message. We called the airline and they said because we booked through a travel agent they were not able to rebook us for a different flight. We were not left with any other option but to pay for our return flights (2 of us) to get back to the US. We booked our flight for the next day and paid for a hotel room. We contacted the travel insurance who directed us to file a claim and Great Value Vacation to get their assistance. We have been denied the insurance claim and Great Value will not even consider that had they called us back in a timely manner they would have been able to rebook us for a different flight and we would not have incurred over $3500 in costs to get home. Great Value Vacation never responded to our emails and didnt even call us back until December 5th. They should have been available for passengers/customers even after hours!

  Business response

  01/04/2024

  On 1/3/24 we advised our client that our ******** has reached out to the airline for further assistance on this matter. Great Value Vacations would not be responsible for delays due to security as these situations are beyond our control. Please understand that we would not have been able to make changes to their ticket as they would have been under airport control at that point in their journey.

  Regards: Great Value Vacations

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Booked: February 29,2020 Departure date booked for : **** 1,2020 Destination: Affordable ******, *************** (6 days) I can nit get anyone on the phone to resolve this issue we can not no way rebook our trip for this amount. I would like a refund considering circumstances have changed since this departure was scheduled for. I can have tried calling sent multiple emails all I have received in response was an email on October 6, 2021 from the *** of the company which was a forwarded email. Ive attached the email below. Thank you, ***********************************

  Business response

  01/03/2024

  On 12/27/23 our client spoke to an agent and to the director. They were advised that we were able to extend their required book by date and travel by date to allow more time to rebook. Unfortunately, we are not making exceptions to offer a cash refund.

  Regards: Great Value Vacations

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Request a credit for future travel. Issue: passport less than 6 month before travel date by one week. Requested company to to try and assist with credit. They stated policy states no refund no matter what. Not seeking refund but credit for future travel. China airlines stated I could get it but great value stated absolutely not. Poor customer service. They could help but is choosing to not help because again we state no refund. I stated Im not seeking refund but credit.

  Business response

  12/11/2023

  Our vacations are prepaid and non refundable therefore we are unable to offer our client a travel credit.

  Regards: Great Value vacations

  Customer response

  12/12/2023

  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:

  China Airlines was willing to provide a credit with the asssitance of Great Value and they out right refused stating that it is non refundable. Why Im so confused is because they never tried to assist with me getting a credit. I never asked for a refund just a credit to assist for future booking for my trip.  The problem is that a company states no refundable but a credit isnt cash. Why not assist your customers? Life happens do the right thing

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

  Business response

  12/28/2023

  When booking through a third party and not purchasing travel protection, we are unable to offer a travel credit. We strongly advise the purchase of a Travel Protection Plan at the time of booking to protect your investment. 

  Thank you for understanding.

  Regards, Great Value Vacations

  Customer response

  12/29/2023

  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:

  This situation would not have been covered under or by your travel protection. You state this, so I would have paid it for nothing. Also, even though it is booked through a third party conversations  with the supplier could have taken place. Your company didn't try only stated that its my lose. 

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

  
  
  
  
   
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased trip insurance for ****** in 2022. We were unable to make the trip due to Covid and were told insurance would not refund the price. We were willing to reschedule the trip but were told we would lose half the price anyway (the amount of the airfare not refundable) When we purchased the insurance we were not told that. It simply said refund if we could not go due to health issue etc. *********** did give a partial credit which we used on a much less expensive trip.

  Business response

  11/01/2023

  On 10/16/22 our client accepted the partial travel credit because they were no longer filing a claim with ********. The air credit was not included because the airline charged a 100% penalty when the reservation was cancelled. 

  Regards: Great Value Vacation

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a problem with a vacation to Ireland that we made with them in April of 2020 when the ***** pandemic struck the **. Great Value Vacations (GVV) told us that there was no way that they would refund us any money on this trip or allow us to plan another trip of equal value. However, a week or so later they resinded this and gave us an opportunity to reschedul this trip or another trip of equal value. Once the pandemic ended, we chose to make a trip to Halifax, ***********. They accepted and we started the booking. It was then that we learned that we would not be given a trip of equal value, but rather we would have to pay to them an additonal $1300 (appx). We were devestated but gave in and paid them the extra. Everything was going great until we heard about Hurricane *** being forecasted to go to Halifax. We reached out to GVV but could not get a chance to talk to them but the next day when we tried again, and we got through to an agent. This agent told us that we needed to purchase a travel insurance package and immediately transfered us over to their insurance ***** This agent told us that she would send us a brocheure to explain the plan. We got this and started reading. The first line said that we would get 100% of our payment back but the last line said that there would be 0 refund. We tried and tried to call them back but we could not get through. We continued to call and they continued to deny us ANY refund. We explained to them that we did not cause this disaster and that we would gladly accept another trip to Halifax or somewhere else. They said NO! We explained to them that we could not endure a vacation siting in a hotel room for a week directly next to hurricane winds and 13 to 15 ft surf waves. They said nothing to us but that we would NOT recieve a refund or would be able to give us another vacation of similar value. All of our efforts we definitely started within the time line as stated in our agreement. We need help.

  Business response

  09/19/2023

  Please be advised that the package you purchased is non-refundable and non-transferable and has no provision for rescheduling or changes, as noted on our website and on your invoice and other travel documents provided to you. We offer a pre-departure cancellation waiver plan (Travel Protection Plan) that covers cancellation for any reason up to 3 business days prior to departure. Travel Protection, just like homeowners or car insurance, is designed with the same idea in mind - to protect against the unexpected. This Travel Protection Plan was offered during the booking process, which you declined to purchase. Since you chose not to purchase Travel Protection, your booking was 100% non-refundable. The option to purchase travel protection was offered to you in your portal and was available to purchase within 48 hours of your booking date.

  Regards: Great Value Vacations

  Customer response

  09/20/2023

  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:

  This is what we complained about.  They did not and could not correspond to us in a simple way.  First, several of their agents were of foreign origin and we could not understand them.  However, we did finally get through to someone who said that we needed to talk to one of their insurance agents and she immediately transferred us over to them. This was an extremely brief conversation in which that agent said she would email us a brochure of this plan, which she did.  But this is the brochure that we told you was very confusing because it said that it would handle a cancellation (100%) or a choice of another vacation at a later date, but the bottom line said that this could not be offered in this plan.  So we tried to call back to GVV and we fought through that ordeal for the entire day.  We could not get them to answer.  When we finally got through to them, they immediately told us that there was nothing that they could do.  We went through a terrible ordeal with them.  We told them that we could not go to *********** and sit in a hotel room for a week and have hurricane winds and 13-to-15-foot surf waves hit on the outside of the coastline that we were on.  They simply said that there was nothing that they could do.  Now, in looking at the news and the aftermath of Hurricane *** in its landing in Halifax, we have seen unbelievable pictures of the destruction that it caused.  Also, there were over a quarter of a million power outages reported there. 
  We tried and tried to resolve this issue with GVV starting back with our original vacation plan to go to Ireland and the horrible experiences we had with them then and now on to our vacation trip to ***********, which turned out to be so much worse. GVV needs desperately to find a solution to solving these issues.  How can someone simply sell you a vacation trip and then when something like this happens just turn away and say we wont solve this and we wont refund you any of the money you paid us?

   

   

   

   

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

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

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I, now both retired Firefighters, booked a vacation to ***** and paid for it in full, including trip insurance. It was canceled twice due to Covid and we were given a credit both times. We re-booked a third time. On the date of travel, hurricane *** made landfall in *******, we we live. We were notified through the travel app that our flight was canceled. When we called Great Value Vacations, we were told that we would receive a call back because the company was inundated with calls such as ours. When we did not receive a call back in more than 24 hours, we called again. This time, we requested a credit so that we could rebook at a later time, due to the current hurricane. By this time, we were in the middle of a hurricane! We were told that GVV rebooked us on a flight for the very next morning. We explained that we could not fly the next morning, because of the weather and hurricane conditions that were taking place and not expected to subside until the next day. The representative then told us that if we "cancel" our trip, our credit would be denied. We explained that we were not canceling the trip, there was a hurricane taking place and it was unsafe for us to drive and/or fly! Our home was flooding and we had hurricane damage. All my husband and I want is a credit so we can reschedule our trip that we paid for in full! We have worked as Firefighters for 25 year, through Covid, and want to enjoy a well deserved vacation! A credit was issued due to Covid, why cant a credit be issued due to a hurricane! I have made several phone calls, sent emails, and have have written letters, none of which I have received a response to. Please help us get our credit! I have included a picture of hurricane *** hitting us on our expected travel date!

  Business response

  09/13/2023

  The airline cancelled their flight and re protected them on a new flight causing them to lose part of their trip. We advised the client to reach out to ******** to confirm trip interruption benefits if they still wanted to travel. When our client decided to cancel on 9/28/22 they did not receive a travel credit because they cancelled inside 72 hours of their scheduled departure date. The Travel Protection Plan would have allowed for a future travel credit (not a refund) to re-book at a later time if they cancelled outside 72 hours of their scheduled departure date. During Covid the airlines and hotels were waiving penalties due to the pandemic, but now they are no longer waiving their penalties.  

  Regards: Great Value Vacations

   

   

  Customer response

  09/13/2023

  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:

  We were not even made aware that we were rebooked on a flight the next morning until late that evening and it was too late!  We did not cancel our trip, we were in the middle of a hurricane and could not travel!  Why would we get rebooked to fly during a hurricane?  This is obsess. We did call the insurance  and we were told that there was nothing that could be done for us!  We also would have lost 2 days on our trip and when we asked about that, we were given no definitive answer as to how that would be solved.  We paid in full, with insurance and did not cancel our trip.  We deserve a credit/refund! 

   

   

   

   

  
  
  
  
  
   
  

  Business response

  09/13/2023

  ******** would determine what is covered. Regarding your flight cancellation, that was determined by the airline and was out of our control. Unfortunately we are unable to offer you a travel credit or a cash refund. 

  Thank you for understanding.

  Regards: Great Value Vacations

   

  Customer response

  09/13/2023

  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]

  Tripmate told us there was nothing they could do. And then, without our knowledge, we were rebooked to fly during a State of Emergency!  No one even notified us of the rebooking until we called back, later that evening, hours before, to ask what our options were!  Your company offered no assistance except to say we could fly out first thing in the morningduring a Hurricane!  DURING A HURRICANE! How do you think that is possible or even acceptable!  We waited more than two years for this trip!  When it was canceled the first two times for Covid we requested a refund and we were told that it wasnt possible because all vendors had already been paid.  So we took the credit to rebook and then a hurricane hit us on the day of traveland you say there is nothing you can do?  This is ridiculous!  We paid IN FULL with insurance.  We are simply requesting a credit for a trip that we paid for!  It is disheartening to hear that you are not willing to help us.

   

   

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

  
  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. ↩