ComplaintsforApple Vacations, LLC

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in February I booked a trip to ************ using a travel agent. The travel agent used Apple Vacations to book/pay for our flights. In the end, our trip didnt work out. Everything we wanted to do in ****** wasnt available. We canceled the trip less than 24 hours later. Apple vacations told us we are eligible for a refund since it was less than 24 hours later after booking. After over 5 months of calling them over and over, we are still trying to get our refund of almost $700 back. Every time we have called they tell us that in 5-7 business days the refund will be revived. We have been told that at least 5 times now and it has never came. Our travel agent contacted them once or twice as well and she was told them same. In the end, the travel agent gave up and told us there isnt anymore she can do. Thats when my husband and myself started calling them.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased an all inclusive package for myself and a friend to leave on this past May 19, 2023. I was rushed to the hospital on May 10, 2023. I was in intensive care until May 13, 2023, in which I finally realized who I was and what happen. I then was allowed to use my phone. I called Apple Vacations to cancel because of my obvious health issues/condition. I was 1st informed they would provide me with a travel credit. Then, after a brief hold, I was informed there was no fee for canceling the resort, but a $100/ person fine for the airline. However, then I was informed because this is within 30 days of our travel, no credit or refund would be given. I even disputed this charge with my credit card company. It clearly states the cancellation deadlines on my reservation confirmation. I have traveled 2 times every year. I usually use a travel agent that uses Apple Vacations. Do not trust anyone working for this company. They will rip you off just like Cheap Caribbean! Every rep must get compensation based off their deception and make up their own policies/rules!

  Customer response

  07/25/2023

  I have received an email explaining they are investigating my phone call. However, they said that several weeks ago. I followed up with another email and received the same response. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a vacation through apple vacations. It was not up to expectations. Not only was the resort dirty, but on multiple occasions my husband asked for diet soda. It is an all inclusive resort and he was told no they didn't have any. He is diabetic and they just kept offering regular. It was a disappointing experience on many aspects, the night life was not as described and the food was sub par, most of the restraunts were closed during the day, and again just very dirty.I have submitted this to Apple who spoke with ***(the resort) but apparently because they say there were no issues Apple is saying there is nothing they are willing to do. We spent thousands of dollars based on Apples ratings and it was not worth it.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I've been trying for since March to get assistance for my group plans for our stay at your resort during the week of July 9th - July 16th. My group consists of 22 guests generating revenues to the resort in excess of $20k for a surprise 50th birthday celebration. I've not received any responses to my inquiries from the resort and really need assistance coordinating the group events and discussing transportation and other items. I have reached out to follow-up to my original inquiries on May 11th, 12th, 23rd, 27th & 30th. I've also attempted to escalate to the presidential level and have not received any responses. Communication has been poor and resolution to my issues have been considered. This has been an extremely frustrating process and I never plan to utilize the services of either Apple Vacations or ******** ****. Unfortunately, my guests have all paid and the trip at this date is non refundable so my hope is this is not a reflection of what our stay will be.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company robbed me of over $5,000. They did not perform their duties and did not give a refund for unused nights. They are criminal and are associated with Unlimited Vacations Club who may be the most scum of the earth company there is. We purchased their travel insurance and a $5,000+ honeymoon only for them to completely ruin it. They did not inform us there was a honeymoon package on our honeymoon and then told us we should have known about it. I have the email where they actually said that. You are a travel agent we go to you for this stuff like what are you getting paid for? We left our resort after night 1 disgusted by it. They offered no refund and told us we have to eat the cost. Our honeymoon was an absolute nightmare and they didn't offer any sort of credit or anything and told us it was our fault. If we cannot find a resolution legal action is the next step.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to you today in regards to a vacation package my wife booked on 12 Sep 2022 to Puerto Vallarta with Apple Vacations she booked FLIGHT TICKETS , GROUND TRANSPORTATION &HOTEL BOOKING from them . I am sorry to inform you that she passed away suddenly and I have already spoken to the airline & hotel about getting a refund on the package. However, Apple Vacations has yet to process the refund due to her death but they are denying to give me refund and offering a credit which is unfair we don't have any plan of travel or package booking kindly help us to get our refund and I am hoping you can help me with this. I understand that this is not an ideal situation and I’m hoping you can provide some guidance on how I can get my refund from Apple Vacations. I would really appreciate any help or advice you can offer me, as it would be a great relief during this difficult time. We have spend $3,480.60 on the package they are giving me credit of this amount which is unfair , As per my knowledge and information by the airline and hotel incase of death they provide full refund , kindly help me to get full refund of our money . Please find below my booking details *** ******* Airlines Bag Fees & Policy Information | Check-in Flight#: ***; Class: Q Coach Airline Confirmation: ****** Departing: Minneapolis (MSP) 8:30 AM Arriving: Puerto Vallarta - Riviera Nayarit (PVR) 1:03 PM Number of Stops: 0 Return: Monday, February 13, 2023 *** ******* Airlines Bag Fees & Policy Information | Check-in Flight#: ***; Class: S Coach Airline Confirmation: ****** Departing: Puerto Vallarta - Riviera Nayarit (PVR) 1:50 PM Arriving: Minneapolis (MSP) 5:50 PM Number of Stops: 0 Barcelo Puerto Vallarta - All Inclusive Reserved For: ***** ***** ***** - 2 Adults, 1 Child Transportation to & from your Hotel Transportation to & from your Hotel Thank you for your time and attention.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ***************************** /Reservation ***********/Customer-Travel Agent /Process ID:******** We contacted an agent at ***** Travel about a two week vacation this past winter. We were very clear that we wanted a place with an oceanfront view from the start. After giving ** some options within our budget, we chose a place in ************. (**************************************). Check in date was March 4, 2023, check out was March 18, 2023. The cost for flights/room was $4,345.55.After a long day of rescheduled flights and a near miss connection (weather conditions) we finally got to our room. Much to our dismay we had a wonderful view of the PARKING LOT!! I went downstairs to talk to the manager thinking it was a mistake (he said something about third party booking). We were told that the oceanfront rooms were sold out for 4 nights and it would be $50/night extra to move. I contacted our travel agent ******************* at *****. After a day or 2, my husband and I decided to stay put and make the best of it, but our agent called on Mon. the 6th and said that Apple Vacations was sorry for the mix-up, they worked out a plan. **** told us we would get a refund if we upgraded the room for the rest of our stay. We would pay the hotel for 11 nights and get a refund for @ $1500. We moved and paid $1621.30 to the hotel. On April 10, I hadn't received the refund and contacted **** who contacted AV. Contacted her again on the 18th (they were investigating). On April 25, she called about the NEW OFFER: Dear ****, We appreciate the opportunity and time to address your concerns about your hotel issue for 11 unused nights. We would like to extend an offer of $1590.75 estimated in Apple Vacations Future Travel Credit to apply towards another vacation.Our original conversation with **** said NOTHING about FUTURE travel. We just want our money back. We pretty much paid for 2 rooms for 11 days!! Added first page of new bill when we checked out, view and screenshots of credit card.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a travel package and had to cancel due to the company not putting us setting together on the plane. Contacted company they could not fix issue told us to contact airline. We contacted airline was told Apple could fix it. They refused. They issued travel credits to us and told us we could use them within a year for flights or entire package. We are now trying to rebook for flights only and are now being told multiple excuses that we can not use them to be able to fly only. This was not the case when the travel credits were issued. We even tried to book online as we were told to do but the system wont let us. We called again to be told the online price is not accurate and would not honor it. We have asked multiple times to speak to a supervisor with no resolution. Now we just want a refund to our credit card but they are refusing that. This company lies lies lies we have spoken to multiple agents and never received the same story. Please help us get our money fully refunded to the credit card. We will not use this company ever again

• Initial Complaint

  05/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, When I purchased the trip from Apple Vacation I paid around $160 extra for seat assignments. I was never given the option to select my seats! I called Apple on 3/19/23 and the lady told me it would take two days to be able to choose my seats because Apple wanted to make sure I wasn’t going to cancel. I called back on 3/21/23 , because I was never was given that option. The man helping me was named ****, and he said he saw that I purchased the seat assignment and he was going to help me. He tried to assign me seats at the back of the plane? I asked him if that was all the seats that were available, and he said “yes” I didn’t feel like that was the truth because I was looking at the seat assignments through ****** Airlines. I called ****** Airlines after the call with Apple and they told me that Apple was giving me the free seat assignments, not the seats I had paid for! I selected the economy seat selection option with Apple when booking my vacation for $160 because I have an elderly family member I’m taking with me and wanted her to sit next to me in the middle of the plane. I had to pay ****** more money for the same seat selection I paid Apple for online. I called Apple again on 5/6/23 and requested a refund $160 I paid to their company for a service that was never fulfilled! I was emailed a few day later saying I never paid Alex money for seat assignments? I emailed back stating I purchased the economy seats through their site, and was sent another email stating they don’t “ we do not sell seat assignments in our packages” which they do, and I sent them screenshots of them selling that option from Apple Vacation site. I have all of the emails from our conversations, and I just want my $160 refunded. Please help! Thanks!

• Initial Complaint

  04/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 18th, 2023 we arrived at our resort in Cancun, Mexico - ******** ******* a ******** resort. Our reservations were for 7 nights, so we were supposed to depart March 25th. After 2 nights we decided we can no longer stay at the resort due to safety issues. The kids area had metal rods sticking out the bottom of the pool and the only way they had this marked was yellow cones and caution tape. We have 3 children who played in this area and our 5 year old slipped and nearly slipped on one of these rods. The area is not safe whatsoever. The morning of March 20th, after our second night at the resort, my husband went and spoke to the ****** Club Member, **** and she agreed to give us a refund on the unused nights and would even refund the final night, something they normally don't do. We worked with a Travel Agent, and Apple, to re-book our new hotel to move to that day. After hours on the phone our travel agent, spoke with ***** in the Apple Vacations Travel Agent "help" department and she said due to the safety issues at that resort Apple would fully refund us, not in Apple Vacations credit but in cash - as we paid in cash for the new hotel we had to rebook. It's been over 30 days and now Apple Vacations is telling us that not only will they not give us a cash refund, they will now also no longer give us a credit for the over 6 thousand dollars we have lost. We paid for trip insurance as well for this trip! We have essentially paid Apple Vacations for 2 resorts and all we get from them is passed between different groups within the company. Highly disappointed and frustrated.

*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. ↩