ComplaintsforVacations To Go

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an excursion package for my Alaskan cruise in September, 2023. During the cruise my wife and I both got sick and we were not able to attend the "Best of Juneau" excursion that we paid $456 dollars for. We also had purchased the excursion protection plan with our overall package total of $1,192.00 that was charged to my credit card on April 30th, 2023. We followed all the instructions in regards to not being able to attend the excursion because of our illness and have repeatedly contacted guest relations and our travel agent since we returned at the end of September from our cruise. Still no word from Vacations to Go about getting my $456 dollars back. I won't go into all the issues our entire family experienced while on the cruise, but just want someone to respond to our request. You took my money months in advance but no word to receive my reimbursement (10) weeks and counting.

  Business response

  12/11/2023

  Thank you for writing to make us aware of the issues you're having, Mr. *****. 

  We're truly sorry to hear that you fell ill and were unable to attend the excursion, and apologize that Shore Excursions Group (SEG) has not yet issued the refund for your missed excursion. 

  Your travel counselor contacted SEG today to check the status of your refund. They stated that they emailed you a form to complete on September 14 and are still waiting to receive the completed version in order to process your refund. 
  
  Typically SEG only allows 30 days to complete the form and turn it in, but they are waiving the 30-day deadline and have resent the form and instructions to you today.

  Once you have have completed the form and returned it to SEG, they ask that you give them a call so they can verify receipt of it and discuss the next steps.

  We apologize again for the issues you're having, and hope that you and your wife have fully recovered and are doing well. 

  If you need additional assistance, please don't hesitate to let us know.

  Sincerely, 

  Shanon *********

  Director, Customer Communication

  Customer response

  12/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  We still have not received any reasonable response to receiving our refund even after all the documentation has been filled out.  The following is the response letter back to the organization.

  
  Dear Shanon ********,
  
  
  Shanon, thank you for your prompt response to our BBB complaint regarding the $456.00 refund for the excursion we were unable to attend during our booked cruise with Vacations To Go.
  I appreciate your efforts in addressing our concerns; however, I would like to bring to your attention that, despite your mention of a response from the agent on September 14th, we have been unable to locate any corresponding email in our records. To ensure accuracy and proper verification, could you please resend the email communication from that date?
  Furthermore, we are concerned about the conflicting instructions provided by your support agents regarding the reimbursement process. It seems there might be a discrepancy with your agents, and we would appreciate clarification be set to all support staff that manage the phone and email support on the correct procedure to ensure our reimbursement and the reimbursement of others is managed correctly.
  As of now, we have submitted all the required documentation as per your instructions, but we have yet to receive any confirmation or acknowledgment that our information is under review. Given Vacations To Go's standing as a reputable company with a substantial annual revenue, we expected a more efficient resolution process for a $456.00 refund owed to a loyal customer.
  Regrettably, the prolonged delay has led us to escalate the matter to the BBB, a step we took reluctantly after not receiving satisfactory responses or our refund for several months. We trust that Vacations To Go values its customers and upholds the commitment to follow its own policies for customer satisfaction.
  We kindly request your assistance in expediting the review process and facilitating the prompt return of our funds. Your cooperation in resolving this matter is greatly appreciated, and we look forward to receiving our refund at the earliest convenience.
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  
  Jerry *****
  
  
   

  
  

  Business response

  01/02/2024

  Thank you for writing back, Mr. *****.
  
  The email sent to you on September 14 came directly from Shore Excursions Group (SEG), not Vacations To Go.  It was resent to you by SEG on December 11, 2023 to the email address *****[email protected] and titled “Shore Excursions Group | Excursion Protection Plan Form Order 1352997”. Your Vacations To Go travel counselor, Toby, was copied on the email and he forwarded it to you on that same day.  
  
  I’m glad to hear that you purchased SEG’s Excursion Protection Plan. That should ensure your refund, but the paperwork must be completed and received by SEG before they can process your refund. They will also ask you to provide supporting documentation, which you seem to be willing and able to do.
  
  The refund will come from SEG, not Vacations To Go, as they are our third-party excursion provider and the provider that charged your credit card.  That said, I’ve asked a Vacations To Go manager to contact SEG to verify the receipt of your paperwork and check that status of the claim process. They will also contact you to clear up any confusion and answer any additional questions you may have.
  
  We apologize again for the delay that is taking place with your Shore Excursions Group refund, and regret that we do not have the ability to expedite or influence the process in any way.
  
  We appreciate your continued patience and cooperation,
  
  Shanon *********
  Director, Customer Communication
  Vacations To Go

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a cruise booked with P&O prior to the pandemic, but due to various circumstances, we had to make multiple changes to our booking. Eventually, P&O offered to refund us for most of the cruise. We agreed to this arrangement, and they informed us that it would take approximately 90 days to process the refund. Around 30 days before the 90-day mark, I reached out to inquire about any updates regarding the refund, only to be informed that I should give them more time as the 90 days had not yet passed. After the 90-day period had elapsed, I followed up again, only to be told that their Accounting department needed more time to locate the refund. To my dismay, they then informed me that they had not received the refund from P&O, and upon contacting the cruise line, they discovered that the refund had never been processed. It has now been an additional two days, and I have yet to receive any further updates. I find myself at a loss as to what to do next, apart from considering involving legal assistance. If VTG (presumably the travel agency) had followed up on my previous inquiries, they would have realized much earlier that the cruise line had failed to process the refund. Dealing with them has been the most unsatisfactory experience I've had with a travel agency, and I am resolved not to conduct any future business with them.

  Business response

  06/30/2023

  Dear Ms. ******,

  We’re truly sorry for the delay that has taken place with your refund. We understand that after years of making changes to your sail date and transferring Future Cruise Credits (FCCs), you’re anxiously awaiting your refund. Vacations To Go has been diligently advocating on your behalf with the cruise line, which has led to them agreeing to make an exception to their normal policy and offer you a refund of your FCCs. We’re grateful that they agreed to a more desirable outcome due to these efforts.

  That said, Vacations To Go is doing all they can to expedite the return of your funds, as the process is out of our hands and managed solely by P&O. The many managers you’ve spoken to along the way have been following up with P&O often in an effort to receive an update on the status of your refund. The cruise line is located in the United Kingdom, making timely communication during normal business hours a challenge. We appreciate your continued patience.

  Vacations To Go management has decided to send you a check for the amount of your due refund. We will continue to work with P&O to reimburse ourselves, but we feel strongly that you've waited far longer than you should have and we are willing to make this right for you. 

  As I understand it, one of our managers confirmed your mailing address yesterday and you will receive a check from Vacations To Go within the next week or two. Thank you for your business and patience through this process. We understand and regret the frustration it caused, and hope that you are pleased with the outcome. If we can be of further assistance in the future, please don't hesitate to let us know.

  Sincerely, 

  Shanon *********

  Director, Customer Communication

  Customer response

  07/25/2023

  They did send the refund after escalating the matter. I’m happy with the outcome and received the check via fed ex very quickly.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a cruise with Vacations To Go for July of 2020 and had to cancel due to Covid 19. They refunded only a portion of what I paid and stated they are keeping $500 as a future cruise credit. I have called Vacations to Go asking for a refund of this $500 but have been told that they cannot do that. I asked for the written policy that states where this is acceptable when I signed up for the cruise and the gentlemen with VTG stated "you will just have to take our word for it". They stated I could either use it on a future cruise or give it to someone else. I have no plans on going on a future cruise or giving my money to someone else. If they were able to provide the contract or terms and conditions when signed I up for the cruise, I would understand but they are unable to provide that. Seems unacceptable to me that the company is just allowed to keep the $500 based on the inability to have taken the cruise during the pandemic.

  Business response

  12/22/2022

  Dear Mr. *******,

  
  
  We're truly sorry that your cruise was one of the many affected by COVID-19. I do sympathize with your situation and I've heard from many customers who are having your same dilemma.

  
  
  I see that you spoke to one of our managers earlier this month and he was able to include you on a call with one of ***** *********** supervisors. I'm sorry the cruise line did not accommodate your request for a full refund. If we were in a position to influence the situation in any way, we'd have done so. As your travel agency, we are obliged to uphold the policies and decisions of the cruise line and we are not in a position to change or override those.

  
  
  We do hope that despite your frustration and disappointment that you will be able to use the credit before it expires in 2049, or transfer it to a friend or family member. We apologize again for the limited influence we have, and I’m afraid there isn’t anything further we can do to resolve this matter in your favor.
  

  
  Sincerely,

  
  Shanon E********
  Director, Customer Communication

  Customer response

  12/27/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Advertisement of a published cruise price and when we tried to book it, they did the price was $700 more than the listed price. I have a scrreenshot of the price.

  Business response

  11/17/2022

  Dear Mr. Taylor,

  
  We’re very sorry the price you were interested in was unavailable when you called. All of the prices on our site are set by the cruise line and sent to us electronically at least once a day.

  
  Our cruise counselors are trained to inform our website staff if a price or cruise has sold out during the course of the day so that we can keep our site as up-to-date as possible, and your travel counselor did submit an error report during your call.

  
  Most of the deals on our site stay available until the next price update. Nevertheless, a price may only apply to a handful of cabins, and the best deals can vanish pretty quickly.  I’m afraid we can’t guarantee that a price will not change, as they are set by the cruise line and out of our control, and the price must be reconfirmed at time the cabin is held or deposit is made.

  
  We apologize again for the disappointment this must have caused and hope you’ll give us another opportunity to earn your business again in the future.

   

  Sincerely, 

  Shanon Earnhardt

  Director, Customer Communication

• Initial Complaint

  11/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hi, We booked a 10 Days ( 7 days seas + 3 Days Land ) Cruise vacation using www.vacationstogo.com site, The Agent we worked with Elle ******, Master Cruise Counselor, Vacations To Go 800-338-4962 (ext: 7938) e******@vacationstogo.com. We paid for 3 people amount $6343.97 in total which included pre-paid Drink and Gratuities package ( 2 people alcoholic drink, 1 non-alcoholic drink, 3 Wireless Internet Service on Cruise and Pre-Paid Gratuities). However on the day we boarding Cruise on July 09 2022, we came to know that the booking agency have not paid the pre-packaged amount to my Son's reservation. We tried Reached out to the agent while on board and off board to resolve the issue with no-avail. After the trip is over we worked with agent Ellie to get it resolved. However she was only able to send the Check for Internet service fee telling it was a mis-take they reported it has included for my son. We did not accept (deposit) that check for $69.93. She said they can only re-imburse the expense and want us to submit the claim. We are not ready to submit our expense report them. Its not their business to know my expenses. We are claiming the Amount what they charged us. We tried going through the Credit card company to claim the amount $651.36 which was billed to us. MedalionNet 1-device Wifi : $69.93 Plus Beverage Package. : $479.93 Crew Appreciation : $101.50 Total : $651.36 I am attaching the Statement they provided and the statement from the Princess Cruiseline showing they have not paid that package amount. Please help resolve this dispute. We tried working with them to resolve it working with them, They kept on insisting its a mis-take from their part and they put that note telling it is paid. It has taking almost 5 months now trying to get a resolution. We greatly appreciate your help in this matter. Thanks, *****.

  Business response

  11/23/2022

  Thank you for writing, *****. We apologize for any confusion or errors that took place with your reservation.

  
  The cruise line promotion you received upon booking only applied to the first two passengers in the cabin. The additional passengers in the room are not eligible to receive the free amenities. This is determined by the cruise line, not Vacations To Go. In this case, you and your wife received a beverage package (select alcoholic and non-alcoholic drinks), pre-paid gratuities and a wireless internet package.
  
  Your travel counselor made a mistake when creating your Vacations To Go confirmation and listed the amenities for all three passengers, instead of just for you and Suma. For this we sincerely apologize. Even though the amenities were listed on your confirmation for all three passengers, the cruise line only charged two passengers for the amenities. Here is the breakdown of the cost:
  
  Mr. Adibettahalli *****
  Cruise Fare: $2,117
  Transfers: $43
  Taxes and Fees: $284.34
  Total: $2,444.34
  
  Mrs. Suma *****
  Cruise Fare: $2,117
  Transfers: $43
  Taxes and Fees: $284.34
  Total: $2,444.34
  
  Mr. Amodh *****
  Cruise Fare: $1,149
  Transfers: $43
  Taxes and Fees: $263.29
  Total: $1,455.29
  
  As you can see, your son’s price is significantly lower than the two adults in the cabin. This is because his amenities are not included in the price.
  
  Because of our error on your confirmation, we have offered to cover his gratuities, the cost of his Wi-Fi and all the beverage expenses he incurred on the cruise. In order to do this, we require the itemized statement from the cruise line showing what was purchased for Amodh onboard. This is typically distributed at the end of the cruise. Unfortunately, since you are unwilling to provide this information, we cannot send you the reimbursement for his expenses.
  
  
  In early August, you confirmed that you received our check in the mail for the amount of his internet package ($69.93). Our accounting department has confirmed that you have not deposited or cashed this check. 
  
  
  We have contacted the cruise line and requested that a copy of your onboard expense report be sent to you in case you have lost the copy they provided. We are happy to send you a check in the amount of your son’s gratuities and purchased beverages, and ask that you forward the expense report to your travel counselor so that we may issue you a check for the correct amount.
  
  We apologize again for the mistake that was made on your confirmation, or for any confusion surrounding the included amenities. We look forward to receiving your statement and resolving this issue as quickly as possible.

   

  Sincerely, 

  Shanon *********

  Director, Customer Communication

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  
  We have been getting same answers again and again from the Agent. We were on the phone for more than 2 hrs while booking and in contact with the Agent asking 100's of questions and clarifying the things.  We have been told everything is covered as mentioned in their original statement.  We clearly wanted and confirmed all paid expenses booking.  Now after the trip if you change the statement telling you got discount and lesser price, its not fair.  We would have made different decision or made the payment ahead of time. We did not wanted any hassle so was the reason for booking the all paid ahead of time.  The Actual cruise it self does not come with these packages.  We opted for the all paid option our self to make sure we are paid ahead of time and enjoy the vacation.

  As for the getting re-imbursement for of the expense. It was not part of the contract.  If that was spelled and you are ready to pay for all my on board expenses for him,  i could have gone crazy and made more bill. Are you ready for that?  Being reasonable and fair i am claiming what we paid for.

  Regards,
  *****.
  
  

  Business response

  12/09/2022

  Dear Mr. *****,

   

  The total cost of your cruise included the beverage package, gratuities/tips for cruise staff and the Wi-Fi package for you and Mrs. *****. I have personally confirmed with Princess that this is the case and you received the promised amenities for the two traveling adults once on board the ship. No changes were made to your included amenities or the total price you paid for your cruise between the time your reservation was made and the departure date of your cruise.  

   

  Your son’s amenities (beverage package, gratuities and Wi-Fi) were not included in the original cruise cost. We made a mistake and listed them as an included amenity on our confirmation, and we are offering to pay his portion of non-alcoholic beverages purchased on board, his staff gratuities/tips and any Wi-Fi that was purchased for him.

   

  Because we have not received a copy of your onboard spending portfolio to determine the amount that is owed to you, we are willing to send you a check for $251.50. This will cover your son’s portion of gratuities ($101.50) and provide an additional $150 to cover other expenses in the event that he purchased a Wi-Fi package (a value of $69.93) and any non-alcoholic beverages on board (since he is under age 21).

   

  We will issue a new check in the amount of $251.50, and ask that you discard the original check sent to you in July due to the fact that it is now more than 90 days old.

   

  We apologize again for the frustration and confusion our error caused. We will always acknowledge when a mistake has taken place, and take the steps to correct it. Despite this disappointment, we hope you were able to enjoy a wonderful cruise tour as a family through Alaska.

   

  If we can ever be of assistance in the future, please don’t hesitate to let us know. Thanks again and best wishes.

   

  Sincerely, 

  Shanon *********

  Director, Customer Communication

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This is really not fair, You can claim it as a mistake, We have made multiple communication before our trip and spent lot of time planning everything ahead of time to enjoy our trip.  This mistake whatever you claiming is not our mistake.  Have you considered if we have claimed we made a mistake and wanted to change or cancel our trip?  You clearly mentioned after 24hrs of booking we loose everything no matter what the reason is.  To avoid those un-expected cancelation we took additional insurance also for the trip.

  As for the Drinks, we have been told there is not much difference in the cost of the package with or without alcohol breverage.  Since its a package including Internet, Gratuity and Drink package.

  
  Regards,
  *****.
  
   

  
  

  Business response

  12/22/2022

  Dear Mr. *****,

  
  
  We apologize again that this has been such a frustrating and disappointing experience, and we're doing all we can to resolve this with the limited information that has been provided.

  
  
  According to Princess Cruise Line, the cost of a beverage package for an underage passenger is $11.80 per day, totaling $82.60 for your 7-day cruise. Our offer of $150 to cover the cost of any beverages Amodh purchased onboard is still of greater value.

  
  
  Our accounting team will mail you a check in the amount of $321.43 ($101.50 for Amodh's staff gratuities, $69.93 for Amodh's internet package and $150 for any beverages he may have purchased onboard as an underage passenger).

  
  
  Accounting has cancelled the check we sent you in July because it was issued more than 90 days ago. Please do not cash or deposit the original check. You may incur fees from your bank should you attempt to do so.

  
  
  Your new check will be mailed to the address we have on file and we ask that you cash or deposit it within 90 days from the date on the check. This is our final offer and we now consider this matter closed and settled.

  
  
  We're sorry again for the error on your confirmation, and hope that despite the concern this caused, you were able to enjoy your time as a family on your cruise.

   

  Sincerely, 

  Shanon *********

  Director, Customer Communication

  Customer response

  01/12/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
    This is really not fair for consumer.  Very bad practice of trapping the consumer into corner and making him accept whatever business can return. This trip gave us a very very bad experience and not able to enjoy the trip even after spending so much of money and spending time on planning.
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested a refund for the excursion I missed while quarantined onboard the Royal Caribbean Odyssey of the Seas during a recent cruise. RCCL Is not supplying any documentation regarding my quarantine and positive Covid test and Vacations to Go refuses to refund my excursion without proof from RCCL. They have the ability and contacts with the cruise line but will not assist in securing my refund from the insurance I paid for. VTG is blaming RCCL and RCCL is ignoring my requests via, email, FB message as well as phone calls which take over an hour on hold.

  Business response

  11/02/2022

  Thank you for contacting us, Mr. ******.

   

  We're truly sorry you fell ill during your cruise, causing you to miss some of your planned activities. We can certainly understand how disappointing that must have been after looking forward to your cruise for many months. We do hope you've recovered and are feeling better.

   

  Your travel counselor, Darla, has been communicating with Shore Excursion Group on your behalf to try to secure a refund for your unused excursions. They are requiring proof of your positive COVID test or ship quarantine in order to issue a refund. I apologize for this inconvenience, but this is Shore Excursion Group's policy, not Vacations To Go's. 

   

  I'm sorry to learn of the difficulty you've had in receiving a response from Royal Caribbean. I can't be certain that they will release the requested information to us, but we will attempt to email our contact at the cruise line to request the needed paperwork. I see that you heard from your travel counselor and her manager yesterday, and we'll continued to keep you informed of any progress we're able to make.

   

  Thank you for your understanding and continued patience.

   

  Sincerely, 

  Shanon *********

  Director, Customer Communication

  Customer response

  11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  The company failed to provide the refund as they stated they would. I had to request contact info for the excursion department and call them to get them to do anything. As I suspected the Vacations To Go management dropped the ball. I have again been promised a refund and have yet to receive it. 

  
  
  Regards,
  
  
   
  

  Business response

  11/18/2022

  Thank you for writing back, Mr. ******. 

   

  We apologize for any lapse in communication. We were under the impression this issue was resolved due to the fact that the Shore Excursion Group approved your refund and your complaint was closed.

   

  Your travel counselor and her manager have been diligent about working toward a resolution and your refund. On November 2, our management team contacted Royal Caribbean to request a copy of your positive COVID test. They would not release it to us, but let us know they would send it to you. On that same day, we received the copy of the negative COVID test from you for forwarded it to the Shore Excursion Group for their review. On November 3, we received confirmation from the Shore Excursion Group stating they received the needed paperwork and would process your refund in 3-5 business days. We were not aware that this had not been completed.

   

  I have asked Darla to follow up with the Shore Excursion Group to check the status of your refund. She will contact you with an update as soon as possible. 

   

  We apologize again for any continued frustration, and will follow up with you directly with an update.

   

  Sincerely, 

  Shanon *********

  Director, Customer Communication

   

  Customer response

  11/29/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

   

  Check received today. 
  
  
  
   

  
  

*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. ↩