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:12/08/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/26/2023

  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 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

  Date: 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

  Date:09/19/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:09/08/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:08/24/2023

  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.

  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

  Date: 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

  Date:08/17/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/18/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:07/05/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/06/2023

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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