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:10/03/2023

  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.

  Vacation candy has no customer service phone number to call if you need help. The only time I heard from them is via email after I filed a charge back on my credit card. I asked if vactioncandy via email if they could speak to owner of villa I rented to switch weeks. They did not reach out to owner per my request. Vacationcandy's response was I should have bought insurance. Their priority is in making money. I would not use this company again.

  Business Response

  Date: 10/11/2023

  **** ****** continues to slander and besmirch VacationCandy. 
  
  The attached pdf provides documentation that shows **** ****** booked a non-refundable reservation at Westin St. John. VacationCandy reservations are non-refundable because the inventory comes from individual timeshare owners who own the right to use a specific timeframe at a resort. In this case, **** ****** booked a 2 bedroom villa at Westin St. John for 7 nights, 7/1-7/8/23. In accordance to the Terms and Conditions that **** ****** agree to at the time of booking,  the timeshare  reservation owner and VacationCandy held ******'s reservation for his exclusive.  VacationCandy nor the timeshare owner operate as an insurance company and are not responsible for refunding a guest if the guest does not use the reservation. The reservation was vacant, awaiting **** ******'s arrival from 7/1-7/8/23. 
  VacationCandy became aware that **** ****** did not use the reservation only after he submitted a fraudulent chargeback through his credit card company. He falsely claimed that he did receive the service. VacationCandy provided the credit card company with documentation showing that the charge was in fact valid. The credit card company rightfully decided in favor of VacationCandy. 

  VacationCandy was able to research **** ******'s claim. He falsely states that VacationCandy does not have a phone number, however he called VacationCandy's ###-###-#### twice. In the VacationCandy message, guests are advised to email **********************. **** ****** did not email VacationCandy, he submitted a fraudulent chargeback. 

  **** ****** has disparaged VacationCandy on various websites with false claims and misinformation. 

  **** ****** has requested that the timeshare owner provide an alternative reservation for his use. VacationCandy has repeatedly explained to **** ****** that the timeshare owner reservations are use it or lose it, meaning if the owner has just the exact reservation dates available and does not have access to the villa year round. If a reservation goes unused, the owner is unable to secure an alternative booking, that reservation is lost.  VacationCandy has explained to **** ****** that time is a commodity that neither VacationCandy or the timeshare owner can create more of. The reservation dates of 7/1-7/8/23 have passed and there is no way to created additional days because **** ****** did not use the non-refundable reservation. 
  
  VacationCandy will explore all available legal options if **** ****** continues to defame VacationCandy with false accounts of his inability to use his non-refundable reservation.