Complaints

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

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  Traveluxe Official, LLC

  13565 Wayside Dr Beaumont, TX 77713-8484

• 

  Traveluxe Official, LLC

  6844 Marshall Place Dr Beaumont, TX 77706-3237

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:07/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  *************************-Furry scammed me out of $6,000 to go on a dream trip to *****. I had this trip planned for over a year.

  Customer Answer

  Date: 07/01/2024

  ***** at Travelluxe Official was hired by me and my mom back in August 2023. We put together an amazing itinerary in ***** of 2 weeks. This cost my mother and I both $6,000 a piece. When some information came to light via ******** we felt it would be best to cancel our trip. After giving ***** MULTIPLE chances to refund us our money we are still left empty handed. ***** responded to send us our money on or by June 11th. That did not happen. We have hired a lawyer and will proceed with any and all charges we can against her and her business to make sure she can never do this to someone else again. 

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 paid Traveluxe Official, LLC for a trip to **************** back in Nov 23,2023 for June 2-9. When it got closer to the trip date she would never send me confirmations that the flights, hotel, rental car and an excursion which was included was paid for. After my flight confirmation changed 3 times I called United which they told me nothing was paid for. I also called resort and rental car place and nothing was paid for. I later found out she was doing this to a lot of people. I requested a refund which she said would be paid back to me in 7-10 days which is past and have not received anything

  Customer Answer

  Date: 06/18/2024

  It was the only payment I sent her and it was credit card

  Customer Answer

  Date: 06/28/2024

  The amount was ******.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 paid *******************************, to be our travel agent on 2/13/24, $6000. She didnt provide any services that she promised us like our flights and resort reservation. The flight confirmation numbers kept changing. When we called the resort they said that we had a reservation but the resort had not received any payments from her. We were forced to pay the resort the down payment to hold our rooms on 5/29/24. Our plans were to go on this trip to ************** with our son and his family. We could not stand the idea of disappointing our granddaughters so we paid the resort our down payment , just 3 days before our trip. Something that should have been done by this travel agent. She kept making one excuse after another whenever our son texted her about our trip. Such as her being in hospital, or her daughter having doctor ************* or her home was fixing to flood in ***********. She would NEVER answer or respond to my texts. She only told my son these excuses. We tried to be understanding with her excuses but as our trip got closer we became worried. We have NEVER had issues like this with other travel agents that we used in the past. We are filing this complaint to get help for our refund.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 paid Traveluxe / ************************* ***** for a variety of services (which I will detail below) and they were NEVER completed. In fact one of them was pre-paid and when I arrived at the destination I was told that the room was never paid for and I've now paid TWICE. I had booked a very nice vacation with ***** back in 2022 and really enjoyed using her. I wanted to start using her for all my travel moving forward. On 1/29/22 she told me if I paid her a lifetime concierge fee of $3250 for my entire family that I would no longer be charged the separate travel fees moving forward. After this she became increasingly slow and hard to reach, but I chalked it up to her being more of a vacation travel agent and not a business last minute kind of travel agent.On 3/25/22 ***** told me that she was running a travel promotion. I paid her $10k and she was going to match it towards future travel. She has not booked any travel, ignored every request to book the travel, gone missing for months at a time, and now refuses to reimburse me. there's always an excuse - sick kid, she was in the hospital, she was out of town, something happening that she was unable to respond for long periods of time.We came to ****** for a trip this summer and I reached out for her to book part of the trip to use my $20k "credit". She promised to book things, then would go missing, and resurface at the last minute. she helped me book a weekend in ****** and told me that she had to put her card down because it was the last room. I paid her for the hotel, and when we arrived they told me that she hadn't put a card down and I owed the entire amount. I have been chasing her for my refund to my double payment since 5/6/24 and all promises and no refunds. I was searching online to see if anyone else had dealt with this and thank goodness I found a handful of articles and news pieces on Southeast ********** channels with lots of other people with the EXACT same story as we have.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 two trips through Traveluxe Offical and ************************* *****. One was a flash sale. The second one was a bachelorette trip for 12 people. ***** was paid in full via Venmo for flights and resort cost for both trips. As of May 28, no flights were booked for either trip. The resort for the June trip was booked with a balance of $10,821 however it was not paid. Payment was due upon arrival. I asked ***** to provide proof of payment for the resort by Friday, May 31 or I would have to proceed with booking another trip, given the ongoing accusations of non-payment for resorts and flights. After several promises to pay, nothing has been provided. I explained that given the circumstances of needing 6 rooms and 12 flights, we had to proceed with booking a different trip since ours had not been booked as she promised. **** said he would make sure we were refunded during a phone call on May 31, 2024. On Tuesday, June 4, ***** asked me to send her a PayPal invoice for the remaining balance of $12,500, and that she would pay it by Sunday, June 9. I still have not received that payment.

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 paid ***** $5000 in August 2023 for a trip to ***** the following year. We would discuss the trip not infrequently as we were friends, but when I would ask for specifics, she would say it was too early. We gave her another $7000 in April 2024 for flights and then $1971 for boats in May 2024. When the news broke of other allegations of fraud, we asked for a refund on June 1st. We got $1971 back on June 3rd. Since then, we have gotten nothing back from her (June 14th at time of writing). We were able to be credited back $7000 from Amex after disputing it, but we are still out $5000 because she had us send it to her personal Venmo and not a business/protected goods and services one. She has not responded to our messages since June 8th.

• Initial Complaint

  Date:06/02/2024

  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.

  In November we paid the total cost of our trip deal and were to select our dates and have our trip booked by the end of January. I did my part and provided the information requested. ***** was non responsive over email for weeks and when I followed up at the end of January, she said her daughter had a brain injury and when that was done she said she had been at NY fashion week and we would be booked in February. Then when that date came and I got nothing about our trip she said its ready, lets schedule a call to go over it. The scheduled call came and she never connected. We rescheduled for that evening. She texted me 15 mins before and said I sent your stuff we dont need to meet. I noticed the flights werent booked just the flight times were provided. She said they dont ticket until May 15 so I followed up May 15 and she said she was in the hospital and would book it may 25. That day came and there is a pricing issue, it cant be taken care of until after the holiday wknd. At that time I demanded a refund after months of this. 4 days later she asked for my address and said she would send a check in my husbands name for the refund. I asked her to refund it in the manner it was received to ME bc I paid for it and then she blocked me. Like the continued excuses and delays with booking, no shows, missed deadlines, and last min cancelled calls, I knew the check would be a series of lies about getting lost in the mail. In looking for other ways to contact her I saw the news article dated 5/30 that she has been running this scam for months.

  Customer Answer

  Date: 06/03/2024

  A refund was received in full since this was submitted. 

• Initial Complaint

  Date:05/28/2024

  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.

  I want to address the issues I experienced with the all-inclusive travel package I bought from Traveluxe Official, specifically from ************************* Furry that she advertised on ********* I paid $3600 for the package, which included flights and a resort stay in ******, in a "flash deal" that required immediate cash payment in August 2023 for travel in May 2024. A month before the trip, I agreed to pay an additional $700 for two members of our party to fly to another state after the vacation. I was told that the package was upgraded at no extra cost to me. Upon our arrival at the resort, we were informed that the vacation needed to be paid in full before our arrival and that the resort had not received payment from Traveluxe Official. The resort offered a payment plan of three installments to be paid in full to ******************************* and worked with her diligently to get it paid before our vacation was complete. ***** made one of the three payments on the last evening of our trip. Ultimately, I had to pay the remaining $10,000 owed to the resort at ********. We have communicated significantly and agreed to numerous deadlines for repayment. The deadlines have all failed.

  Customer Answer

  Date: 05/28/2024

  Attached is the final text message conversation that included the last of many promises to pay what was owed. ***** knows she owes it. 

• Initial Complaint

  Date:11/28/2023

  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.

  We were offered a full refund of our stay in Maui due to the fires. Trip Aug 21 - 28 th. We were unable to go,

  Customer Answer

  Date: 11/28/2023

  I am filing  a complaint 

  Customer Answer

  Date: 12/04/2023

  We were offered a full  refund and ******************************* said we would get a full refund. But we still have not. !!

  Which was for lodging in Lanai and ***************** (**** --- 8-28-2023. I personal contacted ****** Airlines and did a refund dispute because ***** - Traveluxe requested a credit to rebook through her only. After contacting ****** and told them how hard it was to work with her. Ask if I could have credit to me directly or a full refund as they were offering because of Maui fires. I received the refund from ****** airlines but NOT because of *********** 

  I have several text messages from ***** saying she was going to reimburse  all of us through check, because we did not directly book through Four Seasons.  Which after attempts to receive a check and ***** saying I was out of town taking care of my husband and his heart issues; she decided to refund our credit card directly.  *****, Traveluxe, said she had been refunded and it showed where our credit card would receive refund by October  23, 2023 which I have on text message from EF (*********************). I checked with my cc card and was never pending or sent. ***** said she would call them because her processing co. STRIPE.  had refunded and it was our credit card holding up refund. I called them they said would never do that.

  We paid her and additional  500. Fee to do our trip. Which EF said we would not get back because SHE did all the work. Which is find but she keeps postponing our refund

  This was suppose to be our special 50th wedding Anniversary trip with 2 other couples. I feel terrible, that I started this trip and our good friends are involved and they or also going to file complaints with BBB.

  My last text to ***** about pursuing other ways of recovering our rightful refund, fell on no response from ***********

  Blessings,

  ********* and *********************

   

  Customer Answer

  Date: 12/04/2023

  19074.62 was what ***** Traveluxe said we had a pay to hold reservation.  I have since spoke to a friend who always stays at Four Seasons. She said you only have have to pay 2 nights deposit until you arrive at property. This is our first time to stay at such an extravagant place but we trusted ***** to do the right thing on our behalf.  
  

  I tried to pursue earlier, but was in ******* **** through 11- 25 dealing with my husband open heart surgery.  I feel like *****, is taking advantage of us as we are elderly. We are so disappointed in how she has handled our trip and refund. 

• Initial Complaint

  Date:10/06/2023

  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.

  In March 2023, we interviewed *********************************, a travel agent, seeking assistance in planning our Europe trip scheduled for October 2023. Prior to sending any funds ***** was responsive and assured us that every detail would be planned in full and that our trip was 100% refundable. She emphasized her commitment to providing a meticulously planned itinerary to ensure a stress-free experience, which was particularly important to us as Type A individuals who crave detailed information. ***** assured us that planning and organizing every aspect of our Italian 10-day vacation was her job and that she would handle it with utmost care.After discussing our requirements, ***** informed us that airfare and excursions were filling up quickly and requested a payment of $10,000 to plan and book every detail of our 10-day Italian vacation. Trusting her expertise, we promptly paid the amount. However, our enthusiasm soon turned into disappointment when we reached out to ***** for flight confirmation. She provided little to no information about our trip and remained unresponsive to our texts, calls, and emails. It wasn't until October 2nd, just days before our planned departure, that we discovered our flights were never paid for, and many of the excursions and reservations we had requested were also neglected. Frustrated and concerned, we requested a refund of the $10,000, as ***** had previously assured us of full reimbursement. Email agreed but since then has constantly given reasons for the delay in returning our money. We are seeking a full refund immediately as we were promised.