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:04/15/2025

  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.

  As you can see on the attached document, I booked my trip for the late afternoon of the 10th of April. I called back on the morning of April 11th to change my departure city from ******* ******* to ******* **. I tried to make the change within the 24-hour policy and they won't honor that.That's all I want or my money back I can go with a better company, that will honor their policy.

  Business Response

  Date: 04/15/2025

  We would like to inform you that your reservation was actually booked on 4/9, and changes to flights need to be made within 24 hours of booking. Unfortunately, since you contacted us on 4/11, you were past the 24-hour window for making changes to your reservation.

  Regards: Great Value Vacations

   

  
  

  Customer Answer

  Date: 04/16/2025

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

  You can clearly see on the attachments here in that the booking was made on the April 10th. it's very clear

  ******* ******
  
  
  
  
   
  

  Business Response

  Date: 04/17/2025

  We would like to inform you that your credit card was initially charged on the day of booking, April 9th. Subsequently, on April 10th, the remaining balance was settled using a travel credit. This is the reason why your portal reflects the date as April 10th; however, your reservation was made on 4/9/25.

  Regards: Great Value Vacations

  
  

  Customer Answer

  Date: 04/18/2025

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

  I booked on April 10th. That's the bottom line. 

  
  

  ******* ******
  
  
  
  
   
  

• Initial Complaint

  Date:04/01/2025

  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.

  On 3/31/2025, I called the customer service number on the website to let them know that I have a mandatory meeting that I must attend via zoom during my travel time. If I do not attend the meeting then I will be terminated from my employer. I needed to come a day earlier or a day later or I could also travel later that day. The representative stated I cannot make any changes. I paid over $3500 for the trip. If I do not change it then I will lose my money because I would have to cancel my trip. The representative ******* was not accommodating at all. I am LIVID!!!

  Business Response

  Date: 04/01/2025

  When you booked your trip on our website, you declined to purchase the Travel Protection Plan. When declining to purchase this Plan, you agreed to the below statement. "No thanks. I prefer to decline this Travel Protection Plan and understand that my trip is fully non-refundable." We're sorry to hear now that you may not be able to travel as planned. Whereas we want nothing more than for all of our clients to travel on their dream vacation, please know that you were correctly advised that your trip is not eligible for a refund or travel credit.

  Regards: Great Value Vacations

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ******** and have determined that my complaint has NOT been resolved because:  I did not want to cancel my traveling plans. 

  I still plan on going; however, I needed to make the schedule to reflect a day earlier or a later flight that day.   I received 3 notifications that my flight was changed so why didn't they let me change it as well? Great vacations are not being accommodating.  They are a horrible service.   I have told all my family, social media friends and strangers to NEVER use them, or they will regret it.  They are unreasonable. 

   

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

  Business Response

  Date: 04/13/2025

  We regret to inform you that while airlines may have the capability to make flight changes, it is important to note that bookings made in basic economy seats typically do not allow for any changes once they have been confirmed. This restriction is set by the airline and is beyond our control. 

  Thank you for understanding.

  Regards: Great Value Vacations

  Customer Answer

  Date: 04/16/2025

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

  There was no effort in helping me resolve this.  They showed no empathy.  **************** was rude and so was the manager who called me back.  She immediately assumed I was wrong instead of asking me my issue which was quite unprofessional.   Great Value is a scam, and I have made all my friends on social media and my family aware of this.     

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

• Initial Complaint

  Date:03/31/2025

  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.

  Booked a vacation with a group of people online at Great Value Vacations. While booking we made sure all the reservations etc are the same and completed them. It was a package to ******* that included flight, advertised as basic economy, hotels and car. About 2 days ago, we noticed our flights had been downgraded from basic economy/standard economy and were booked are light. This is a huge and expensive difference in the luggage allowance. 2 of us reached out by email, and I reached out by phone as well, and they refuse to acknowledge that they falsely advertised the tier and downgraded us. I sent screenshots directly from their website where they repeatedly have posted a basic economy tier, sent screenshots from airlines with their tiers, and told them they were advertising and booking at 2 different levels. They refuse to assist in adding the tier level difference, which would be the baggage, refunding or reimbursing for the difference, or changing the tier level to match what was advertised when booking. The only very unhelpful advise I got was that I was outside the 24 hours when I was able to change anything... When the company intentionally doesn't send you the vouchers when you book and instead holds on to them to last minute, which is the only way we noticed we had been downgraded to begin with. They are intentionally falsely advertising their packages to lure travelers in with a package, then scamming them so they have to pay more at checkin time for the airline. Their fraud was pointed out multiple times and with screenshots directly from their website and they refuse to acknowledge their errors.

  Business Response

  Date: 03/31/2025

  We confirmed that you originally booked as 'Basic Economy' travel class which is 'Economy Light' fare class. On 3/28/25, we shared a screenshot from your booking, displaying the information you would have reviewed during the booking process.

  Regards: Great Value Vacations

  
  

  Customer Answer

  Date: 03/31/2025

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

   A definition of Basic would equal Standard, not the downgraded tier of Light. Light and Basic are not equivalent. Screenshots of this were included from the airline tier page. 

   

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

  Business Response

  Date: 04/02/2025

  ********: Your flights were never downgraded from what you booked. You were always booked under 'Basic Economy' travel class and 'Economy Light' fare class which is visible during the booking flow on our website. In addition, during the booking flow on our website we provide the below information regarding 'Basic Economy' flights. 

  
  "A Basic Economy fare will not give you the ability to change the flight for any reason. You will also most likely pay extra for baggage and may not be able to get advance seat assignments. Upgrading to a Full Economy flight is advised for more convenient travel."

  Again, your flights were never changed and we reject your implication that we would practice making such changes to "pocket money". This is categorically untrue. 

  Thanks for allowing us another opportunity to address this. 

  Regards: Great Value Vacations 

  
  

  Customer Answer

  Date: 04/02/2025

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

   

   I again reiterate that the definition of Basic equates to Standard. Basic does not mean Light. I also refer to the numerous screenshots I provided that continue to prove my point as correct. The booking was paid for as a Basic tier, which would be equivalent to a Standard tier. If you are booking someone as a tier lier than what is advertised l, displayed, and paid for, then you need to change how your packages are displayed and the description. I further stand my point in that since the tier assigned to me does now match the description as proven by my screenshots, you are responsible for paying the additional costs incurred. Additional fees for baggage add-ons are completely understandable on airlines, but this was not even an option provided. Once again proving my point that the tier of Basic equals a Standard tier, NOT a Light tier. 

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

  
  
  
  
   
  

• Initial Complaint

  Date:11/27/2024

  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.

  My friend and I purchased Groupon vouchers for a vacation package with Great Value Vacations. On the ******* website it provided 2 options for travel between the Greek islands: regular and high speed ferries. The high speed option was $100 more per person. Once we were on our trip and noticed that we were not on high speed ferries, we complained but were not able to speak to anyone at GVV until we got back. Through my ************ with GVV and Groupon, I was finally able to get GVV to say in writing that the Groupon voucher was only worth the equivalent in monetary value and that if we wanted the high speed ferries option we had to pay an additional fee via the **** website when we booked. This is false advertising on either **** part or Groupons part. I would not have elected to pay an additional $100 on the Groupon website for the ferries if I knew I would have to spend more for that once I booked. I would have elected the cheaper option. And *** knows that because you cant see the fees and add ons associated with the trip until after you purchase the ******* and sign in to their website. Ultimately I would like my extra $200 back, but I also am upset at the scam that this company is pulling on the unsuspecting customers who simply think theyre getting a great deal. This is the link to the now expired Groupon deal: ***********************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 11/27/2024

  *****: Per the terms of the Groupon sale, the voucher that you purchased represents a dollar amount - it does not book or confirm a specific package for you. This has always been the process for vacation packages that we promote via Groupon. 

  As previously explained to you, when you booked your trip on our website, you selected a date for the basic package that was pricing at $1599 per person. In order to get the high speed ferries you would have had to have clicked that option on our website (we sent you a screenshot). There would not have been an additional charge if you selected a date advertised at the Groupon rate (per the Groupon website, not ALL dates are listed at the Groupon rate). You didn't select the high speed ferry option when you booked your trip on our website which is why the high speed ferries were not booked for you.

  Thanks for allowing us the opportunity to address your concerns again. Again, you selected a date for the basic package that was listing at $1599 per person without high speed ferries so there is no overpayment on your trip and there is no refund due. 

  Regards: Great Value Vacations 

   

• Initial Complaint

  Date:06/24/2024

  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.

  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

  Date: 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

  Date:05/13/2024

  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.

  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

  Date: 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

  Date:04/08/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 04/23/2024

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

  Regards: Great Value Vacations

  Customer Answer

  Date: 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

  Date:03/14/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 03/29/2024

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

  Regards: Great Value Vacations

   

  Customer Answer

  Date: 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

  Date:01/04/2024

  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.

  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

  Date: 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

  Date:12/27/2023

  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.

  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

  Date: 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