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:12/16/2024

  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.

  On 10/7/2024 I was rushed to the hospital while on a tour with Collette. After the ambulance left from the hotel I was staying in there was no contact made with anyone from Collette, Can you imagine waking up in an ICU with no knowledge of where my passport, wallet, cell phone, etc. was and around no one that spoke English,

  

  Business Response

  Date: 12/27/2024

  To Whom It May Concern,

  We deeply regret the medical emergency that occurred during Mr. ****** tour. At Collette Travel, the safety and well-being of our travelers are of paramount importance.
  
  In such unfortunate circumstances, our emergency services team promptly contacts the insurance provider, Travel Ex, on behalf of the traveler to ensure immediate assistance. During ******************* stay, we maintained multiple points of contact with his next of kin to provide as much detail as possible from the insurance company.
  
  Please be advised that the insurance company, Travel Ex, is responsible for any medical assistance and determining the benefits payable in these situations. We will continue to liaise with them to support Mr. ***** We understand that the insurance company is currently requesting additional information, and we are making every effort to assist Mr. **** in obtaining the necessary documentation.

  Thank you , 

  *********** Bergin 

  
  

• Initial Complaint

  Date:11/15/2024

  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 had made a reservation with Collette Travel. We had to cancel the trip due to them not telling us all the information about the travel arrangements. The money was then transferred to a new booking but no they tell me the trip was canceled due to payment. This is a terrible company.

  

  Business Response

  Date: 11/18/2024

  To Whom It May Concern, 

                               Thank you for reaching out to us regarding your booking experience with Collette. We understand your concerns and appreciate the opportunity to address them.
  When you made your reservation for Classical Greece on January 12, 2023, a non-refundable deposit of $349 per person was required. On May 15, 2023, you chose to cancel this booking. As a gesture of goodwill, we allowed you to transfer this deposit to a new reservation, provided it was made by December 31, 2023. We note that a new reservation was indeed made in January 2024. However, no additional payments were made on this reservation, leading to its cancellation. Our resolution specialist explained this situation to you on November 15, 2024. We are committed to ensuring our customers have a positive experience and are happy to answer any further questions you may have. Please feel free to reach out to us at your convenience.
  

   

  Thank you , 

  *********** Bergin 

• Initial Complaint

  Date:11/08/2024

  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.

  Travel insurance from ****** Filed claim on 7/28/2024 claim #***ZC14945 I cancelled a vacation because of sever medical conditions.All documentations required were sent Received letter 10/13/2024 telling me a penalty of $1400 for cancellation Called 10/25/24 It is being reviewed Called 11/8/24 it is being reviewed Cost of trip $6493 I NEED HELP

  

  Business Response

  Date: 11/18/2024

  To Whom It May Concern, 

                          Thank you for reaching out regarding your recent booking adjustment for Collettes Italian Vistas Tour.
  We understand that you originally booked a double reservation on August 3, 2023, and later changed it to a single booking on November 15, 2024. As a result, a single supplement penalty of $1,400 was applied to your reservation.
  We would like to clarify that, since you purchased the offered insurance, you are eligible to claim a single supplement of up to $1,500 through Travel ************* Please note that Collette is not the insurance provider and does not determine the coverable benefits. However, we are committed to assisting you with this process.
  We have already reached out to your travel agent and to you directly to help you submit your claim. If you need further assistance or have any additional questions, please do not hesitate to contact us.
  Thank you for your understanding and cooperation.

  *********** Bergin 

   

• Initial Complaint

  Date:10/28/2024

  Type:Order 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 signed up for a tour with Collette Tours for July 2025. This included $1398 for insurance for both my wife ******* and me. However, something came up and we're no longer able to go on the tour. Collette is refunding my deposit, but not the insurance. Since I'm canceling 8 months in advance, I feel that the insurance should also be refunded.

  Customer Answer

  Date: 11/07/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 11/08/2024

  Hello , 

               We have reached out to the consumer directly to resolve the issue. Once the traveler responds we will give a formal response. 

   

  Thank you , 

  ***** Bergin 

   

• Initial Complaint

  Date:10/26/2024

  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 was booked on ***** to *****. At very substandard hotel Infested by flies. Safe not working Hotel would not help. I would normally refuse payment and move hotels. However this was part of a tour Hotel had a can not do for fixing problems or stoping infestation I contacted collette "the customer " according to the hotel. The were of no help. They suggested i contact my travel insurance company Collette a luxury tour company put me in a substandard hotel. They should refund the part of my tour that paid for those hotel I contacted

  

  Business Response

  Date: 11/05/2024

  To Whom it May Concern,
  
                 Collette has spoken to Mr. ****** He has agreed to withdraw the complaint as we will refund him 310 dollars. Please confirm you have received this message and let me know if I can answer any additional questions.
  
   
  
  Thank you,
  
   
  
  ********** ******

• Initial Complaint

  Date:04/15/2024

  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.

  Complaint is against collette travel, reservation # ******* My husband and I just completed this tour in Ireland. The tour itself was wonderful. However, we had multiple issues in making the initial reservation, such as wrong passport numbers TSA precheck numbers left off our reservation, tour guide not informed of my food allergy. However, the clincher, and source of this complaint is not being met at ******** by a driver, whom collette booked for us at $79.00 each. into ****** (this was booked by Collette before we went to Ireland to join the tour). According to page 10 of their vacation documents, he was to meet us a ************ WHICH NO LONGER EXISTS IN THE TREMINAL. I did not receive the driver's text until the next day. We had to order a UBER for 93 pounds ($120.00). My contention is that Collette owes us a refund of a minimum of $159.00. I have contacted Collette regarding this mater on April 9j, 2024, and have not received any correspondence from them.

• Initial Complaint

  Date:02/06/2024

  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.

  Attended a presentation at the *** office in ********** ** on February 1 where it was stated by **** of Member Choices Vacations that any trip booked between February 5 and 29 for 2024 or 2025 was to receive a 15% discount. When our *** agent ************************* went to do that we were told the discount does not apply to 2025

  

  Business Response

  Date: 02/12/2024

  
  To Who It May ******* ,
                 We have reached out to the *** travel agent regarding this prospective customer. We explained the terms of our 2024 European Getaway Flash Sale.As of 2/12/2024 this prospective client has no reservation with Collette. All of our promotional materials are clear regarding the sale mentioned. Please let me know if you need any further information. 

  **********************************;

  Traveler Relations Manager 

  Customer Answer

  Date: 02/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [At a presentation on 2/1 the representative from Members Choice Vacations showed the slides with the information as described in the response. However when questioned specificly about 2025 bookings he said the discounts will apply to them too. On 2/5 when we attempted to book a vacation during the period specified we were told that the discounts do not apply to 2025 bookings.

  ou must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 02/22/2024

  We understand the complaint , but we have clear terms and conditions on the mentioned sale. We can not take any further action at this time. 

  Thank you , 

                **********************************;

• Initial Complaint

  Date:02/01/2024

  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 made reservations for the Collette Tours **** August 22 tour of ****** through World Travel Services. I purchased the trip cancellation insurance sponsored by Collette. Unfortunately, I have had to cancel my August vacation, and when I requested a refund of my purchased business class airfare of $2767 from World Travel Services, I was advised because the tickets were nonrefundable, no refund could be made. Please assist me in obtaining a refund. I really would appreciate your assistance in obtaining a refund of the purchase price of my airfare, $2767.

  Customer Answer

  Date: 02/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/09/2023

  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 from Collette Tours eleven day ****** Tour that was to have a full time Tour Guide to ****** us throughout the vacation. They detailed to us that the Tour Guide was to provide safety, depart cultural knowledge, provide us sightseeing recommendations and assist us through the eleven days of travel through multiple cities. The Guide that Collette provided none of these services. ********* was ****, rude, did not fulfill promises, and showed no care of keeping the 38 travelers safe from harm. He was not there when we landed, a bus driver directed us to the bus, he was not there when we arrived at the hotel, he did not meet with us when he offered to discuss sightseeing options, he walked us thru unsafe ****** back alleys, he left a large portion of our party at a restaurant and did not inform us where the bus would pick us up, he left a portion of our tour ion Mykonous after we informed him she was not on the bus, When we were on the bus he either slept or was on his cell phone, when asked about what we were driving by he stated that was not "his thing" and paid us no mind, he left the tour party on the bus at 10:00 one evening while we waited for two others to join the tour, saying he was tired and was going home. After four and a half days Collette replaced the "Tour Guide". The tour was from September the 12th thru the 21st. Collette has refunded us $ 250 cash per person and provided us a $250 voucher on a future tour. Via multiple calls I have told Collette that the refund was not in line with the trouble they caused us. I told Collette that the voucher was worth nothing to me that with the way the treated us that I would not be booking with them again. I have repeatedly asked for $ ***** per person cash refund. They have told me no and I have requested the problem resolution be escalated to ***********************; Executive Travel Relations. No call has ever been made. I have also found out that Collette has refunded another member of our tour the requested $ ***** cash refund per person.

  

  Business Response

  Date: 11/13/2023

  To Whom It May *************************** you for contacting Collette regarding your ****** Island ****** tour. Collette is aware of the challenges that occurred during this tour and took the necessary actions to remedy the situation. After receiving several complaints about the tour manager, Collette made the decision to replace him. We issued a refund of $1,000 per person due to the issues that occurred. We thank our travelers for choosing Collette and are disappointed to hear that their expectations were not met. 

  Customer Answer

  Date: 11/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My name is ********************* and I am writing in regards to complaint ********.  I have e been contacted by Collette and they have offered to refund $1000 per person, applying the monies to the credit card used for the trip.  It has been over a week and the credit has not appeared or we have not been contacted at ***. Y Collette.  Can you help me find out where my credit is and let me know?  ***** ta T number is ************, thank you.
  
  *********************** 

  

  Business Response

  Date: 11/28/2023

  To Whom It May Concern,
  
  Collettes accounting department has attempted to process payment to the traveler via the original form of payment, which was credit card, however, the payment is being declined.The refund will now be processed in a form of check and has been mailed to the travelers address on file.

  
  Please let us know if you have any questions.
  
  Sincerely,
  
  Collette Traveler Relations Team

  Customer Answer

  Date: 11/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/07/2023

  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.

  We took a 10 day tour to ****** on October 17. There are so many things that need to be addressed about this tour (or as our guide called itboot camp). But, ** going to limit my complaint to the disgusting ship we were on and the fact that we paid for a balcony room and that ship had no balconies. I believe we were intentionally misled as a way to upsell. According to Collette, we were never told it was a balcony. Thats a total lie as we would never have paid $400 to upgrade to a nasty porthole that was so hazy we couldnt have seen out of it in the first place. How do these companies get away with such substandard accommodations for the money we pay?? Theyve offered us $200 each toward another trip, but I would never travel with them again in a million years.

  

  Business Response

  Date: 11/08/2023

  To Whom It May *************************** you for contacting Collette regarding your ******: In the Footsteps of **** the Apostle tour. Collette does not offer balcony cabins on this program.

  All of Collettes communication with our travelers are recorded for quality assurance purposes. When ************** brought her concerns about the cruise cabin to our attention, we went back and listened to the calls of all the reservation agents who spoke with this traveler. We confirmed that no information concerning a balcony cabin was discussed or provided to her. In addition, all the trip invoices that were sent or provided to the traveler included her selected choice of cabin which was an Outside Cabin.

  This traveler also completed a post tour survey and provided us with additional feedback regarding the tour. Collette has extended $200.00 per person in a future travel credit based on the feedback that was provided. Please let us know if you have any questions.

  Sincerely,

  
  Collette Traveler Relations Team