ComplaintsforMonster Reservations Group, LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife signed us up for one of their vacation packages, and we took a vacation at the end of May. It's July now and I am getting 3-8 calls per week trying to upsell me, telling me I didn't take my vacation, yelling at me and when I say something they don't like such as "it's you guys again", they hang up to repeat the cycle all over again. Stay far away from this company. I'm sorry we ever signed up for anything, but I've blocked their number and now they are calling back but blocking their number in hopes I'll pick up.

  

  Business response

  07/15/2024

  We apologize for the experience here. That is not acceptable and we will follow up with our offices, and have also placed our guest on our Do Not Call list. It can take up to 72 hours to update all records, but we have put a rush on this. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov 28, 2023 I made a purchase from Monsters Reservations for a 5 day stay in *******, Mo. The purchase amount was for ******. After the purchase. I tried to make a reservation and was told that the dates were not available. At that point I asked for a refund. They offered me a $68.71 credit and a stay at another hotel. I had no time limit to use either vacation. This past Wednesday I ried to make another reservation and was told that I needed $274.00 for holding the reservation and insurance, and that $150.00 would be refundable at check in.The terms and conditions state that refunds are liminted to 7 days. However, it dose not state anything about the $274.00. The only thing it states that the would be a $5.00-$10.00 per night charge for hotel taxes.i believe that because of there non disclosure of this charge, I SHOULD BE INTITLED TO A FULL REFUND.TERMS AND CONDITIONS *****************************************************************

  

  Business response

  07/17/2024

  We have spoken to our guest on this experience. The travel insurance is always optional, and does come with additional perks that we can offer our guests! The deposit is fully refundable on the vacation, which we are always happy to send in writing! We have resolved this complaint with our guest and appreciated speaking with him. 

  Customer response

  07/18/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a hotel stay on June 18th through this company. I was charged $74.64 for taxes on June 18, 2024 and was charged $298.66 for my stay on June 19, 2024. On July 8, 2024 I received a pending charge on my account for $550.00. I did not authorize this amount. I called the business and no one could tell me what the additional $550.00 charge was for. After speaking with and being passed around through 7 representatives, I received multiple different reasons why I was being charged including that I provided incorrect information but the company could not tell me what information was incorrect. I was called a liar and told that they did not have to give me a reason for the charge. I have been lied to and charged for things I did not agree to.

  

  Business response

  07/12/2024

  We have been able to speak with our guest who has received the $550 back. We have also removed the fee from her account so she is able to travel further on her package, and we look forward to getting her on her next vacation!

  Customer response

  07/15/2024

   
  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.  Please note that the total referenced is pending in my account and has not cleared. However, we (my husband, ************************* and I) will not be doing any further business with this company after these issues and the number of excuses that were given following this suspicious transaction.  Furthermore, I do not give this business permission to process any further transactions out of my account should they ever attempt.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monster called and offered a package of 3, 4, 5 and 7 night stays. They promise you can go anywhere listed on their site f you book outside of 90 days. They promise you will have a two ***room two bathroom condo AT MINIMIUM. They said we would have to sit through ONE 2-hour presentation. I recorded all of their sales pitch when they called and I purchased.They have *VERY* imited availability in any of their destinations, even outside of 90 days. I tried to book 6 months in advance and they still said not available at most areas I wanted. Their "90 day gaurantee" is not actually a guarantee, it's based on availability.They only let you use 4 night packages.I ended up booking a trip to *********** and Monster charged me $274. $150 for security deposit (which I get) and the rest for what they call "white glove service" which essentially gives you nothing. Monster calls back a week later saying I could not go to *********** because I had traveled with Blue Green "at one point in the past". So I booked a two-***room condo in *******, ********. We show up to what we were PROMISED would be a 2 ***room, 2 bathroomand it's a one ***room with a queen *** and a pull out couch. Front desk said they don't even offer two ***room condos at that resort. Monster wouldn't help us get another room or a different resort. THEY MADE ME PAY FOR THE SECOND BEDROOM!!!What was promised during the original Monster sales pitch to be a maximum 2-hour tour turned into a 6-hour ordeal. During this presentation, I was notified that I was going to have to sit through a presentation anytime I try to book a vacation with monster.I tried numerous times to get my original purchase money back. I've asked several times to talk to somebody that could listen to the recording of the original call with me and they refuse. I've asked for their legal department's contact information and they refuse. I paid almost $1,000 for a vacation package that I cannot use the way I want to.

  

  Business response

  07/12/2024

  We have reached out to Mr. ***** by phone and email three times in an attempt to discuss his concerns and get more clarity. We had Mr. ***** booked in a two bedroom at *******************, which does offer 2 bedrooms as advertised through us and their website. We do not have any calls in our system from ************** during his vacation on either his primary or alternate number, and we would appreciate the opportunity to understand whom he spoke with, as we make it a priority to work to ensure our guests reservations are intact and make things right, if not. We absolutely do not require guests to tour after their first vacation, and look forward to speaking with ************** and book him on a non touring vacation. If there is a better time to reach out or a different contact, please let us know! 

  Customer response

  07/15/2024

   
  Complaint: 21957711
  
  I am rejecting this response because:

   

  I just called them back. I was now told, in the **, I can *only* use 3 or 4 night stays and that those stays *ALL* require a timeshare presentation. I tried to book Branson Missouri in mid October, and they said there is only one place available even though their website lists 10.

   

  Last time I called, I was told I could stay in ******************** over fall break in a four-bedroom cabin. This was to make up for all the times they failed me before.  They're telling me there's none available even though Stormy Points website shows plenty available.

   

  Again, The rep said he is unable to provide a refund.

   

  Once again, I fully expect monster reservations group to come through on what they promised on their original sales phone call or they can give me my money back. 

  
  Sincerely,
  
  ******* E Sweet

  

  Business response

  07/16/2024

  We have spoken with the guest and have refunded him. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vacation package for $417. Now that I am trying to book it they are telling me I have to pay an additional $315 in resort fees and service fees. They never mentioned this to me before. They are also saying I have to attend a time share presentation.

  

  Business response

  07/12/2024

  We have been able to speak with Ms. *********** about booking a vacation, and the resort fees and taxes that are due on any trip. We do ask that guests attend one timeshare presentation, as that is how we are able to secure such a discounted vacation and non touring trips for our guests package. Ms. *********** is set up with a point of contact and looking into which all inclusive destination she would like to book! 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a package for 399, then found out there was additional fees and taxes of almost 400. Then when we checked in there were resort fees. There was also a $150 reservation deposit and a gift offer of $150 for after the presentation. We did the presentation and i got the $150 gift. No deposit was refunded so when I called they told me that the gift was my deposit. That is very misleading and I want the true refundable deposit returned of $150.

  

  Business response

  07/12/2024

  We have been able to speak with **************** about how we return the deposit on a gift card so that we are able to get that back to our guests on vacation. For the frustration, we did add a bonus vacation to her package and set it to no expiration, as well as sent her a new welcome letter. We look forward to getting **************** on her next vacation! 

  Customer response

  07/12/2024

   
  Complaint: 21957064
  
  I am rejecting this response because: I was already supposed to be getting this bonus vacation prior to this dispute, so that is not a resolution. I did state to them that I still was not pleased in the way they do not have their deposit policy in writing and the way it comes back on a gift card from a whole other entity.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/19/2024

  We can appreciate the confusion. A giftcard was not a part of the original package purchased, and that is how we return deposits on vacation to ensure our guests are able to utilize it while on vacation! We are not able to refund money, as the money was received back on vacation in the gift card, but we are able to put a $150 credit on the account to use towards the next vacation for the confusion!

  Customer response

  07/19/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They won't stop calling me despite MANY MANY requests to stop. Often multiple times per day. Despite the assurance that it does not expire, and me telling I will not be booking until next year. It's harassment.

  

  Business response

  07/09/2024

  We apologize for continued calls! We have verified that ****************** is on our DNC list and all of our partners are aware.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction made on credit card via phone call on June 12 2024, for vacation package from Monster Reservations Group. Paid $647 US, charged $914.85 CAD. I received word of a family emergency this week and requested a refund on the package. Was told on the phone that the window for refund had passed, though this was not communicated in any conversation nor is it listed in any communication I've had with the company. Was told the only solution they could offer me was to extend the window of the trip or take a trip this year, both things I am able to do with the existing package.Details in confirmation email don't match with what was discussed with agent on phone call during sale or when I called about the refund.

  

  Business response

  07/10/2024

  We are so sorry to hear about the family emergency for ******************! We are able to send a detailed welcome letter of all the sales information for his package so that he has that for his records! For this particular package, we do cover on the recorded line at point of purchase that the package is sold on a non refundable basis. However, we do want to assist ******************, and have reached out by phone and email to discuss options. We will continue to reach out to ****************** to work on a resolution. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a travel package with Monster reservations almost 2 years ago. I was told I had to attend 1 time share presentation and that my package never expired. Once I attended the first time share I was told my other trips were unlocked. I tried to book one of these trips and now they say I have to do another time share presentation. I gave them 700 dollars and have received nothing except a time share presentation weekend in **********.

  

  Business response

  07/05/2024

  We are able to book over ****** different vacations without a presentation. We have reached out by phone and email and have not yet been able to make contact. However, once we are able to connect, we would like to help our guest utilize one of these vacations either domestically or internationally. We apologize for any miscommunication on our side. 

  Customer response

  07/08/2024

   
  Complaint: 21934358
  
  I am rejecting this response because: I called back and spoke with 3 different people and they all told me if I don't want to stay a whole week somewhere then I have to do another presentation. This is not what I was sold. I was sold  several trips and was told on a recorded line that I only had to attend 1 presentation. Now they say if I want to use any of my 4 day 3 night trips they sold me I have to attend another presentation.  They lied and will not honor the terms of the agreement. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/10/2024

  We have been able to speak with ************** about his vacation package and go through all of his different options with both tour stays, non tour stays, all inclusives and cruises. We have sent out cruise information for him to look over, and can assist with booking a cruise either through the information sent or through our internal team. We appreciated the opportunity to speak with **************! 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased on 5/30. Tried to make a reservation on 6/1. They didnt have city or dates I wanted. I received an email asking to provide cities and dates and they would follow up. They didnt. Called on 6/3 since I didnt receive response. Was told call back in about a week and more dates and cities will be open. Called on 6/8, was told again I would be contacted with some dates and cities, did not hear back. Called back again and was told nothing is open because its more than 6 months out. Called today and was told Hawaii isnt even a possibility because I live in ******. Previous person said nothing was open until May. Each person has lied. Called today and was told I cant receive a refund because its been more than 30 days

  

  Business response

  07/05/2024

  We apologize for the experience. Our team member did not offer our additional inventory that does not have requirements, where we have a lot of inventory in a variety of HI destinations. Our guest received a refund on 7/2/24 and this is now resolved. 

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