ComplaintsforGreat Value Vacations

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Overseas trip from the states to ****** was booked 8 months in advance for $4357.82. Trip was canceled one week before departure. ************** declined the claim because of cancellation reasons. Credit was issued but had to be rebooked within 30 days. Unrealistic. Business cancelled the credit and kept the money. No when asked to discuss reinstating the credit, not a refund, just a credit, their response is no. This is an unacceptable resolution. Nurse, single mom of two teenagers, works two jobs. This trip and this amount of money means a lot. As far as the business is concerned, consider it an interest free loan you have had and either refund the amount or reinstate the FULL amount in credit. *********

  Business response

  08/24/2023

  *****: 

  We apologize again for the fact that your 2022 tour did not operate as planned and for the fact that this was not covered by the Travel Protection Plan. Please know that your travel credit included the amount that you paid for the Travel Protection Plan. 

  As you we have reinstated your travel credit with 2 options to rebook. We have updated your account with the option that you chose. 

  We look forward to assisting you with rebooking your trip. 

  Regards: Great Value Vacations

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In late 2019, we purchased a trip for 4 through Great Value Vacations to ********** with a travel date in June 2020. Unfortunately, COVID postponed that trip. Great Value was able to postpone the trip twice due to the pandemic. With the pandemic still a travel issue, they issued us a credit voucher. Due to circumstances as a result of the pandemic, we were unable to reschedule within a time frame that they requested. The issue was family members lost jobs as a result of COVID and now have new positions where they did not have accumulated time to take vacataion. We paid over $5k for the trip. I contacted the company last fall. As the trip now is more than what the credit voucher is. Understandable, as inflation has everywhere. We talked through what to do to add the dollars to finish the trip. Great Value now says the credit voucher expired. We received no service for the over $5k that we paid to them. I understand that they won't provide a cash refund and we were okay with that. We want our credit voucher re-established so that we now take our family vacation.

  Business response

  08/17/2023

  When your 2020 trip was postponed, your original 'travel by' dates were October 1 2020 - December 31 2021. We then offered a 'book by' date of May 31 2022 and travel by date of December 31 2022. After that we extended these dates a 3rd time to a 'book by' of December 31 2022 and a 'travel by' of December 31 2023. We extended these credits knowing that clients needed more time and flexibility to rebook their long awaited vacations. Travel credits are not unlike other credits/gift certificates - they are tied to specific expiration dates. Unfortunately, your travel credit has expired and cannot be extended a 4th time.

  Regards: Great Value Vacations
  
  

  Customer response

  08/18/2023

  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:

  Their definition of credit does not satisfy my request.  I paid for service and received no service in exchange  

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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 11, 2023. I attempted to book a vacation with Great Value Vacations using a GruopOn voucher for $799. When I was instructed to provide a voucher number, it rejected the voucher, claiming the voucher was invalid. I called Great Value and spoke to a representative who stated that I needed a Redemption code instead to the voucher code. Initially, I had a Redemption code from GruopOn, but when I tried to access it, it had disappeared - evidently the Great Value Vacation rep or its computer system notified GruopOn that I had redeemed the trip. This is the second time that my GruopOn voucher has been rejected. The first time due to poor instructions from GroupOn for booking the trip. Great Value Vacations offers the same vacation on its website, one of which is only for those with a GroupOn voucher. In addition, although GroupOn offers the 3 night ****** vacation for $649 a person traveling alone cannot get it for that price. The promotion never states that the price is only good for two persons traveling together. The customer doesn't learn that it is for two persons until after attempting to book with Great Value Vacations, but by then the voucher has been paid for and may not be refunded.

  Business response

  07/18/2023

  ******: Groupon will process your refund once they confirm that you haven't booked anything with us. Each person must buy a voucher. The price is based on two people traveling together and sharing a room and there is an additional fee to travel solo.

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

  Regards: Great Value Vacations 

  Customer response

  07/19/2023

  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

  Great Value Vacations rejected my vouchers from Groupon without any explanation.

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

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a trip through this company on February 21, 2023 using a Groupon The Groupon announcement said to go to great values website to book the trip.On the companys website I found what I thought to be the matching announcement which stated hotel transfers and tours were included On there website the package was about $8000 for two people Between the Groupons and the additional charge by the company over the phone I paid about $7000 leading me to believe I booked the trip with the transfers and tours.Now I am about 8 day away from my trip and Im being told I book a different package without my knowledge that doesnt include tours and transfers I have called the company multiple times trying to get a resolution and all they keep saying is a booked a discounted tour.This company is scamming people.

  Business response

  07/08/2023

  Our client booked one of our limited time offer packages offered with Groupon called ******, ****** and ***** experience. This package did not include transfers or tours.

  This is how the vacation package was advertised.

  What's Included
  Round-trip economy class airfare into ****** (DUB), out of **********)
  3 nights in ****** at ********************, or similar
  One-way economy class airfare from ****** to ****** (additional baggage fees apply)
  3 nights in ****** at the ***********************************, or similar
  Rail ticket from ****** to *****
  3 nights in ***** at the ****************************************, or similar.

  Regards: Great Value Vacation

  Customer response

  07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 8 night package for airfare and hotel to ****** on January 15/23 (Solo trip to ****** from July *****). Paid full amount on my **** card in January 2023 for over $3641.06. I booked 6 months in advance so I could get a good reservation (as listed on their website). It states on my itinerary/Reservation number my flight and hotel information for each night (description of each hotel). I contacted customer service regarding my reservation as the itinerary has changed since I purchased tickets. ******** service supervisor stated that I have no reservation currently for a hotel; and that they don't guarantee any hotel and will notify me when a hotel "similar" to the itinerary is provided. The customer service reps do not know how to modify or control the reservations. I requested upper management to contact me but they have not provided any contact information. A general voice message was left yesterday by "****" (supervisor) stating that the customer can not choose the hotel they like and once a hotel is assigned they will notify me. Well, that is poor management and service!! I would like to go on vacation and I feel I should be able to get my itinerary at least 1 month in advance!. As well, I should be able to modify or upgrade my reservation. I can't be forced into a hotel that is below average and not of my liking. The websites states a hotel "similar" is chosen but that is very vague terminology and I don't believe the hotels are similar. How does GVV define "similar"??. It's very bad service and there's no one to assist properly. Plus GVV never replied to my initial email regarding my reservation. I had to call customer service and get the email forwarded. My reservation number is *********. I booked and made reservations early so that I would get the listed hotels that is on the itinerary (a "similar" hotel to me means similar in location and ratings).

  Business response

  06/06/2023

   Hotels are allocated based on availability for the dates booked. Clients are not given the option to select specific hotels. We emailed our client email on 6/1/23 to advise that their hotel vouchers were uploaded in their portal.

  Regards: Great Value Vacations

   

  Customer response

  06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I emailed GVV on 03/25 with no response. Ive called 3 times and was hung up on twice. Finally spoke to someone yesterday- that was supposed to call me back and they didnt. We have a trip booked for next month, where we are supposed to go to ****** with our infant twins. Our infant twins are immune compromised and have just been diagnosed anaphylactic allergies that are life threatening. Our pediatrician advised us to not take them out of the country. We cannot travel to ****** now. I asked if we could switch it to something domestic - and they advised we couldnt. But could possibly get a voucher for 50%. This is unacceptable. The vacation is with Hilton - they should allow us to switch to a different Hilton resort. This is devastating medical news for us - and GVV has no sympathy and is unwilling to help or work with us. Please assist.

  Business response

  04/11/2023

  On 4/7/23 our Manager left a message to advise that we will make an exception to offer a 50% future travel credit if they decide to cancel, even though their vacation was prepaid and non refundable. We appreciate their understanding. 

  Great Value Vacations

   

   

   

   

  Customer response

  04/12/2023

  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:

   

   No one called me. I would like someone to contact me.

  
  

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

  Customer response

  04/24/2023

  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: 

  they sent me a generic email and have yet to respond .

  
  
  
  
  
  
   
  

  Business response

  04/24/2023

  The email sent was not generic.

  Here is a copy of the email that was sent on 4/21/23

  Hello ********,
  
  As per our message to you on 4/7/23 phone number **************  we will make an exception to offer you a 50% future travel credit if you decide to cancel outside 7 days of your scheduled departure date, otherwise it will be 100% penalty. We are happy to send you a copy of the phone call upon your request.
  
  Regards,

  Great Value Vacations

   

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vacation package to ***** through Great Value Vacation on 11/28/22 with reservation # *********. On 1/18/23 I received a notice via email from Great Value Vacation advising of a flight change with an additional 6 hours total travel delay/overlay. This Update was made without authorization or consent and was not what I originally purchased. This change significantly affects my vacation and travel plans. I immediately contacted both airline and travel agency Great Value Vacation for a flight change to a similar flight as per original flight or refund. I contacted airline and they have advised since purchase was made through travel agency Great Value Vacation, they need to resolve issue. For 2 months, I have continued to contacted Great Value Vacation multiple times through phone and email with no resolution. I am less than 2 weeks away from my vacation now and Great Value Vacation still has not provided a solution. I am very dissatisfied and frustrated with this company. This is unacceptable.I am requesting that Great Value Vacation to be booked on another flight with same or less travel time and comparable top tier airline as per original flight purchased of my choice and if not aceptable I request a full refund of the travel package booked for a Total Cost of $3,639.23. Resolution and options must be provided by Friday 3/23/23 (15 days before travel date).

  Business response

  03/21/2023

  The airline cancelled and reprotected our client on a new flight. Due to the airline exchanging their tickets, we no longer have control to make any changes. Our client has the option to cancel their reservation with the terms of their travel protection that was purchased. 

  Regards: Great Value Vacations

• Initial Complaint

  01/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid $1,649.00 for a trip to ****. Also purchased trip insurance. Had to cancel the trip due to Covid and health issues (heart attack and. Cancer). Requested a refund but was told we could not get a refund but received a travel voucher that we can not use. We would like a refund but I dont think that is going to happen. I will never, never use this company again based upon their lack of caring about the individuals needs. It is obvious that money is more important to them.

  Business response

  02/07/2023

  The travel protection that was purchased is designed to offer a future travel credit not a cash refund. 

  On 12/16/22 we extended their required book by and travel by date and on 12/19/22 we advised our client that their travel credit can be relinquished to another person if they are unable to travel.  

  On 1/9/22 **************** requested to purchsed stand alone flights but was advised that all travel credits must be used for one of our vacation packages using any airline but we don't offer air ************. 

  Regards: Great Value Vacations

  Customer response

  02/08/2023

  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:

   

   Due to health issues I cant use this voucher. My wife has possible breast cancer and needs to be monitored 

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

  
  
  
  
  
  
  
   
  

  Business response

  02/10/2023

  We are unable to offer a cash refund, but our client does have the option to relinquish their travel credit portion to another person if they are unable to travel.

  Regards: Great Value Vacations

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Great Value Vacation Deceitful business. Booked international vacation that when booked paid more for shortest flight and 3 rooms at hotels. Charged us in full over $15,000. When we received confirmation GVV split 3 couples into 2 rooms. Also changed our flight from 10hr to over 14+ w/5 hr layover. Request different flight that shorter and not such long layover. Talked to GVV did agree switch after perceived better flight because layover was shorter which later email confirmed changes details show landing exact same time as they switched from first 14+ flight blaming airlines!!! Also blaming hotels no deal rooms left I had to call ******* and ***** directly to book third room GVV refused to help in any way which those hotels wont work with me because I didnt reserve rooms GVV DID.they also said cant get refund due to not buying insurance. Which we did not do Because in process of booking it said could cancel anytime due to all COVID restrictions. Now they are stating maybe we could get half back. Manager took 2 weeks to call and then hung up on me twice when I didnt answer she left message on voicemail stating there is nothing they can do to help for flight or hotel and I should call hotels direct. Which they wont speak to me and GVV wont either. It will cost me another $1800 for hotels and hotel is saying they dont pick rooms GVV does and hotels have rooms GVV says they dont. Such deceit is from GVV.

  Business response

  01/09/2023

  Our client agreed to the new flight option and cannot be changed. We do not have control over airline schedule changes. Regarding their hotels, we confirmed that we charged for 2 rooms. We advised our client that we can add the third room if available, but but we cannot absorb the additional cost.

  Regards: Great Value Vacations

   

  Customer response

  01/09/2023

  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: 

   They are skipping over the part that this is not how we were originally booked with three rooms at each hotel  reservation changed after booking when we received final confirmation email  we have ask to book us a third room and they are claiming there is no rooms available  we have even tried to settle with being open to different hotels and willing to pay additional funds to that their manager has not responded  we just need three rooms at comparable hotels in each city  we will live with flights but we dont feel its right when we paid extra for shorter flights  Option for refund or cancellation are?

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

  
  
  
  
   
  

  Business response

  01/12/2023

  The third hotel room did not confirm during the booking process because it was not available, which is the reason why they have 2 rooms. We confirmed that our client was charged for 2 rooms, and not 3. We are currently searching for an alternative hotel, but it's subject to availability. We will follow up with our client offline once we hear back from our Operations Manager.

  Regards: Great Value Vacations

• Initial Complaint

  12/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Reservation number *********. I booked a vacation to Ireland through Great Value vacations (GVV) on 2-5-20, and paid them $1674.90. Our trip was scheduled for 10-6-20 through 10-20-20. However, GVV contacted me, and cancelled, citing Covid concerns. I asked for a refund but was denied. Instead they advised we had to rebook and travel by 12-31-22. I tried to rebook the Ireland trip, but *** refused to honor the price. Instead I took an inferior trip to keep in budget. I booked a shorter trip to ********, ** which was only 4 nights.The ******** trip was set for 6-12-22 to 6-16-2022. On 5-31-22, I checked for the trip in their portal, but there were no flight reservations on the portal, and no itenerary. I called GVV and was told to continue to check the portal, but nothing was there. I was told to keep checking as an update might be entered. I called again on 6-1-20, and was again told to keep checking the portal. I then asked for a refund, and was told a supervisor would contact me in 72 hours. No supervisor ever called. As of 6-8-22 nothing was ever updated in the portal. At this point, I followed GVV instructions, and sent an email requesting cancellation. On 6-9-22 they responded refusing a refund, and advised I must rebook the travel by 12-31-22,or my funds would be lost. I contacted them early this month, and advised I was unable to book and travel by 12-31-2022, and asked that they refund my money, or extend my travel date. The rep refused, and said my payment would be forfeited if I do not book and complete my travel by the end of this month (December)GVV should have honored the price for the Ireland trip. It should have properly honored and booked the ******** replacement trip in the Portal. They should not keep my funds like they have for over 2 years now and refuse to provide me a trip. I feel like my money has been stolen!

  Business response

  01/01/2023

  Our client was advised on 12/19/22 that we escalated their complaint to our legal team and they will be responding to them directly. 
  

  Regards: Great Value Vacations

  Customer response

  01/11/2023

  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:

  On 12-28-2022, I received an e-mail from Great Value Vacations,  from *** ************** offering to extend our trip deadline through June 2023.  I replied that I would like to know if they are going to give us access to the full $1674.90 that we paid originally, and asked him if he would extend the time limit to 9-2023, as I have been treating for a stroke..  That was on 1-1-2023, and he said that  he would check on this, and let me now.  It has been 11 days, and he has not responded.    I e-mailed him again last night and asked him to confirm.  I am still waiting to hear from them.  I feel that they should be able to respond about the full $1674.90 that we paid.
  
  ***************************
  
  
  
  
   
  

  Business response

  01/12/2023

  We apologize for the delay and appreciate ******************** continued patience while our Legal Team is working as quickly as they can. Our Legal Team will respond to our client offline.

  Regards: Great Value Vacations

  Customer response

  01/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  I just wanted to let you know that Great Value Vacations credited my account in full, and extended my deadline for taking another trip.  I thank you very much for your supervision on this matter, as they were not going to do anything until this complaint was filed!   I am grateful!  Your intervention was very effective!
  
  Thanks again!  
  
  **************************;
  
  
   
  
  

*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. ↩