Complaints

This profile includes complaints for Monster Reservations Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monster Reservations Group, LLC

  4503 Socastee Blvd Unit C Myrtle Beach, SC 29588-6820

  
• 

  Monster Reservations Group, LLC

  PO Box 14158 Surfside Bch, SC 29587-4158

  

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:04/07/2025

  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.

  Last year, I purchased a package for $697 which included 8 day/7night condo, multi cruises and a domestic + international destination. The agent failed to disclose the hotel in ****** was under renovations when I booked. At the time I booked, I had to pay additional $200. Now that its been over a year, Im receiving phone calls again to book. Finally, I answered my phone. The agent from the promotion department located a condo at ************ along with an extra day, but was unable to book due to a balance on the account of in the amount of $716. The agent informed that I contact another department to settle dispute. I contacted another agent who stated its a balance of $716 on my account due to not attending the tour, but I received the virtual **********. He stated I should never received one if I didnt attend the tour. However, the balance I owed is from not attending the tour and was charged for the hotel stay. The balance have to be cleared in order to book my next vacation. Then the agent stated the $716 could be waived if I pay $284 which included hotel fees and a cancellation fee. Why should I be charged for a staying in a hotel Monster Reservation booked for me and paying additional fees when I received the virtual **** **********.

  

  Business Response

  Date: 04/09/2025

  Thank you for bringing your concern to our attention. After speaking with you, we were able to clarify details of your package and welcome letter. We appreciate you taking the time to hear us out, so we can make things right! Happy Travels. :)

• Initial Complaint

  Date:04/07/2025

  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.

  I gave this company $!00.00 for several vacations which didn't sound right and today I received a phone call from monster saying they forgive me for the balance, let me explain I put a $100 deposit for 4 trips no expiration date which was sometime last week. But what made this a no deal was I receive a call saying that they forgive me for the balance $548,00 and I don't owe anything all I had to do was pay $275.00 when I check in to the trip in ******* 5 days 4 nights at some resorts in *********. But she asked me what kind of card I have **** card so she said give me the Numbers. So I said you said that I had to pay this when I was checking into the resort. She kept contradicting herself. So I ask her for a refund she said they don't give refund, this company is scamming people please help me get my refund.

  

  Business Response

  Date: 04/15/2025

  We sincerely apologize for any confusion or frustration you may have experienced. We appreciate the opportunity to address your concerns and are glad we were able to connect with you directly to provide a resolution. 

• Initial Complaint

  Date:04/07/2025

  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.

  I booked a 4 nights stay in ********* with a presentation. This company totally charged me $84.43 for reservation, $89.31 for Tax, and $166.50 for deposit. However, when I arrived the hotel "***********" which they booked for me, the front desk told me they have cancelled my reservation. So I have to book my own stay. And I went to the presentation next to ask them refund me, but they said I have to call Monster for money back. Then I tried calling them for days and weeks but no one answered. Finally I could get hold on them this week, but they said I showed up and stayed in the hotel which is lie, and they refused to refund me. They screwed up my trip and tried to steal my money.

  

  Business Response

  Date: 04/15/2025

  We have made 5 attempts to connect with you and provide assistance. Wed like to clarify that when you book your travel dates, we do ask for your to confirm your trip. We reach out via phone, text and email and if we do not hear from you we do cancel the vacation. We are very sorry for the inconveniences. 
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  My husband "won" three "free" vacations at a golf tournament trough Monster Reservations. Scheduling the last of the three was extremely difficult. One person I spoke to said that the only way of booking the dates I wanted and to take advantage of the additional promotion they offered was to book an international trip and then transfer it to **********. When I called back to change the trip from international to domestic, I was told that this process does not exist and that I was given incorrect information. We understood that we needed to sit through the time-share speech. I explained that we were only going on this trip because our daughter was running the ****** Marathon, and I provided the date of the Marathon, as well as our plans for the other days. When we arrived for check in, the presentation was scheduled for the day and time that we could not attend. The people at the resort rescheduled the presentation. We attended the presentation, but we were told that we were not permitted to attend it as they have a policy that there needs to be 5 hours between the presentation and the fight. I was told that we would be charged a no-show fee, even though we were present and had plenty of time for the 90-minute presentation and to get to the airport. I called Monster who said we would not b charged, but I did end up getting charged for the no-show, but I was able to get the charge reversed off of my credit card. The issue now is that Monster calls me on a regular basis even though I have asked them to stop. They also call from a different number every time they call, so it looks like a legitimate call when it comes through. They have called multiple times each month since January, and I cannot get them to stop. Even when I ask them to stop, they just talk over me with a sales pitch until I just end up hanging up on them. There have been times I have received multiple calls on the same day.

  

  Business Response

  Date: 04/04/2025

  We sincerely apologize for any frustration youve experienced. Our team has reached out to provide a resolution, and we truly appreciate the opportunity to make things right.

  Customer Answer

  Date: 04/10/2025

   
  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

  Date:04/03/2025

  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 10-02-2024 I purchased a vacation package from Monster Reservations Group of ************, ** for $849. On 1-28-2025 I called to schedule my first vacation. At that time I was told that I had to have a credit check done with a credit score of over 650 to qualify for the package. Again, I was not advised of this when I purchased the package. After haggling for an hour I was booked for a vacation to **********, ** from 4-21-2025 through 4-25-2025 and paid $124 for the reservation. Due to personal reasons I am not able to travel at that time and have attempted to cancel the reservation. The number for canceling reservations is ************ which placed me on hold for over an hour without an answer. The primary number listed on the website ************ transfers overseas and is only interested in selling you a $100 voucher. During multiple calls to the main number I was given a wrong number to call to cancel, was advised their phones are down, was told the agent couldn't give me numbers and was hung up on. I have sent 2 emails advising tha I need to cancel the reservation and desire a full refund of both the initial package and the reservation charge. If needed I can provide email and phone records of when the calls took place.

  

  Business Response

  Date: 04/04/2025

  We sincerely apologize for any confusion or frustration you may have experienced. While we do not perform a credit check when setting travel dates, promotional stays do have varying qualifications. We also understand that plans can change, which is why we offer flexible options for rescheduling. Our team has reached out to you directly with a resolution, and we truly appreciate the opportunity to make this right.

• Initial Complaint

  Date:04/03/2025

  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.

  Yes, in December 20 23 we purchased a package to **********, ************** for the amount of $193.43. The certificate was good for *************************************** August 2024 to set our dates and at that point Charleston was no longer available which really upset us. Theyoffered us ************ which we scheduled paid 150 and an insurance fee of 120 we then was not able to make that trip so we rescheduled to pigeon Forge we again paid 150+120 for the trip. My husband was admitted into the hospital and we were not able to make thetrip the day before the trip so we canceled it at that point. They have called me every day for the last four months to reschedule the trip. I called today to reschedule the trip we were told we needed to pay 150 again +120 at that pointI said how much have we already spent and we had already spent 650 and have not made a trip at this time I told her I believed my fee should be waived and she informed me I still had to pay the ****************************************** back. Im not spending any more money with them. Im not even ever made a vacation with them. I dont know how much people into their trees, but this is absolutely ridiculous

  

  Business Response

  Date: 04/08/2025

  Thank you for speaking with us today! We were able to resolve your issues and we look forward to help you travel in the future. :)

• Initial Complaint

  Date:04/03/2025

  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 purchased a 4 day,3 night vacation package from monster reservations for $129 in February 2025.I had tried to book on April 2nd and was told that I now had to pay an additional $195 to book and would get $150 back when I showed up to hotel. I was never told about this during recorded call or email fine print. I asked why not the whole $195 back and they said it was for white glove service.I tried to cancel and was told its too late.

  

  Business Response

  Date: 04/09/2025

  We have made 5 attempts to connect with you and provide assistance. Wed like to clarify that you can set your travel dates with only the refundable $150 deposit. While our ******************* is optional, it does offer valuable benefits, including the flexibility to reschedule your travel dates and additional perks to enhance your experience. We understand that plans can change, and were here to help you every step of the way.

• Initial Complaint

  Date:04/02/2025

  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 purchased a trip to ***** from them this January. Only after purchasing, I was informed of restricted travel dates I can choose. The hotel (************************************************************) is under renovation, which wasnt disclosed before my purchase. There was noise all day, a strong odor in the hallway, and wet stains on our rooms carpet. The website promised a city-view room, but that was false.On 3.14.2025, we tried to attend the presentation, bringing all required documents per the package terms: valid drivers licenses (from *****), credit cards, etc. Despite this, the check-in lady rejected our licenses, demanding a Work Permit, which was never mentioned before or during purchase. A recorded pre-trip call also failed to list this requirement. We still provided our official I-797A work permit from Homeland Security, yet they refused us again. I immediately called ************, where they confirmed I wouldnt be charged since it wasnt my fault but they won't refund my $150 deposit.On 3.21.2025, I was charged $550 without notice.On 3.20.2025, they said only my $150 deposit was refundable.On 3.23.2025, they changed it to $250.On 3.24.2025, I made multiple calls. They first promised $300, then dropped it back to $250 by *****. Later, *** said little could be done. That evening, another *** on a recorded call promised me that $550 ******* of today, I received $0 of my $150 deposit or the unauthorized $550 charge back ($700 in total). This does not include the $13.5 processing fee they never mentioned before recording evidence can be provided when requested since I can't upload .m4a file here.

  

  Business Response

  Date: 04/07/2025

  Were truly sorry to hear that your experience didnt meet your expectations. Weve addressed the matter with you directly and took steps to ensure it was resolved to your satisfaction. Thank you for giving Monster the chance to make things right. :)

• Initial Complaint

  Date:04/01/2025

  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.

  On 2/8, we were contacted by a sales person (******) at Monster Travel. We purchased a package from him with promises of flexibility, etc. We agreed to do a required ONE TIME ONLY tour on our first trip. Upon booking, I was clear that I would already be in town (not "arriving") and that I had specific needs around scheduling the tour. I was promised that they would not book it "on my day of arrival or day of departure" and as they continue to remind you "on a recorded line" - the situation is, I am not "arriving" on 4/11, I will have already been in town on business I am merely "checking in". They said that was not a problem. SO, fast forward, I get booked at a time I cannot meet. I have called 24 times!! I get the front desk at this property where the tour is scheduled:Club ******************** Phone: ************** Even the front desk says "yea, 20% of our calls are for them and they never answer". I have not received a call back from any of the voicemails I've left. I've called Monster and get the run around saying "ma'am we told you on a recorded line" - yes, you did, but I also told them that it was not an arrival date for me. I have tried beyond measure with good faith to rearrange this tour IN ADVANCE so as to not violate any rules, etc. I wish to cancel and be made whole with a full refund. It is impossible to get to anyone that will help. Holding people hostage for a *********************************************** is a horrible business practice. I was promised "2 eight day condo stays" but when I ask to see the condos, I'm pointed to a website that is all hotels! I've asked on the phone, "what condos? I want to see them before booking" and I keep getting sent to the hotel 'resort' web page that has zero images except commercial ones, so there is no way to get a condo stay - false advertising. I want a full refund of the package charged of $748 + the booking fees, etc. to ******** for the dates of 4/11 - 4/14 for a minimum total of $914.50

  

  Business Response

  Date: 04/07/2025

  Were truly sorry to hear that your experience didnt meet your expectations. Our goal is always to provide the best service to our guests, and it seems we missed the **** in your case.
  Weve addressed the matter with you directly and took steps to ensure it was resolved to your satisfaction. If you have any further concerns or questions, please feel free to reach out to us. Your feedback is important as we continuously work to improve our services.
  Thank you for giving us the chance to make things right.

  Customer Answer

  Date: 04/07/2025

   
  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

  Date:04/01/2025

  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 purchased a the following: Reservation ID #: ************** ****************************************** by ******* - *************** :$99.00 Ultra Luxury All Inclusive Resort Flexi Stay :$199.00 Margaritaville at Sea Cruise :$49.00 Advanced Booking :$9.00 Upgrade to VIP:$9.00 Booking Fees :$40.00 Total :$405.00 I booked the trip followed terms went site days were available for 5 day 4 nights this is confirmation: Hotel Overview Hotel Name : **************************** by ******* - ********************* Address : ****************************************************************************************************************************** ID # : ************** Guest Details Guest Name #1 : ******** ******* Guest Name #2 : **** ******* Guest Email : ***************************** Guest Phone : ************ Booking Dates Check In : Thursday, 8 May 2025 Check Out : Monday, 12 May 2025 Price Summary Total Paid : $0.00 When I called the number they said dates were not available even though system book and tried to sell me an addition vacation for over 1k. I asked to speak to a supervisor none would come to phone this is clearly fraud and I asked to book for next dates and they were unable to provide any dates 3 months out which proves this is fraud. This company needs to be shut down I want all my money back not just ****** they are trying to give me they should give me more because this trip was for a birthday gift for my husband and I followed all terms and they did not have the package they sold.

  

  Business Response

  Date: 04/02/2025

  We sincerely apologize for any inconvenience or frustration you have experienced. We have reached out to you and provided a resolution. We hope you are looking forward to your upcoming vacation and appreciate the opportunity to make this right for you.