Complaints

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

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  Apple Leisure Group

  8969 N Port Washington Rd Milwaukee, WI 53217-1634

• 

  Apple Leisure Group

  8969 N. Port Washington Road Milwaukee, WI 53217

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:04/21/2025

  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.

  Refund and/or travel credits for Southwest Vacations travel. Canceled on Feb 27, 2024, Travel credit issued for $1,606.00 Travel credits have expired, I have no service, refund, or value for the $1600 that I provided to them. Reservation # A9733304

  Business Response

  Date: 04/22/2025

  Good morning, 

  The travel credits that ***** received on 2/27/2024 advised expiration date. Guest needed to book a new reservation by that date. It did not happen. Unfortunately Travel Credits are expired and unable to reopen. 

  Guest still has his AirFunds with Southwest Airlines available, these can be seen under View Travel Funds on the Southwest Airlines website. ***** *** use code: 2OIPMK 

  I have attached a screenshot. 

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service 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.

  Good morning,I am writing to formally complain about my experience at ******************************. I had a five-day reservation that began on March 28th. Due to a language barrier and the resulting misinterpretation of a conversation, I was unjustly evicted from your resort. This was compounded by the complete lack of assistance and the verbal abuse I endured. As a woman traveling alone, I found this treatment alarming and unacceptable.The resort's refusal to provide any support, coupled with management's dismissive response (referring me to public sources for the owner's contact information), placed me in a vulnerable and unsafe position. I was abandoned without housing, transportation, or a clear understanding of the reasons for my eviction. My desperate requests for a short extension to secure travel arrangements were denied.I am proceeding with a formal complaint and will escalate this matter to the highest authority, including seeking legal counsel. This treatment is unacceptable and demands a swift and thorough resolution.

  Business Response

  Date: 04/10/2025

  Hello,
  During the guests stay, there was an argument that escalated into a physical altercation. As a result, the guests were asked to leave the property.
  The hotel charged only for the nights that were used, and a refund of $2,117.90 was issued for the unused nights. Please note that the clients utilized their airfare and stayed for part of their reservation, so there will be no refund for the air travel or the nights already used at the resort.
  If you need any further details, please let me know.
  Best regards,

  **** ********

  Post Travel Consultant

• Initial Complaint

  Date:03/24/2025

  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.

  Date: March 31, 2024 Amount: $438.52 Service: Travel booking for ********** from 6/20/2024-6/24/2024 On the day of my trip, the airline caused me to miss my flight. I immediately contacted my travel agent, ***************************, to inform her and request a refund. She refused, citing a 24-hour advance notice policy, which was impossible to follow since I missed my flight the same day.Despite proving that the airline was at faultresulting in the airline issuing me a full refundApple Vacations still denied my request. I also tried to dispute the charges with my bank, but they informed me they couldnt assist because the charges had already posted to my account before I canceled with the merchant.I had extreme difficulty contacting Apple Vacations directly. Every time I tried, I was told they could only speak with my travel agent, ***************************. Unfortunately, ****** was unresponsive, dismissive, and full of excuses whenever I attempted to resolve the issue.I paid for travel insurance expecting protection, but was only offered a $200 credit toward another hotel instead of a refund. I attempted to use this credit on multiple occasions, but ****** either ignored my requests, delayed responses, or made it impossible to use. As a result, I have not been able to use the credit at all. This seems intentionally designed to prevent me from benefiting from the compensation I was promised.I have email documentation from ************** confirming the purchase of travel insurance. Apple Vacations policy states that if insurance is purchased, customers should receive a credit minus the nonrefundable deposit and insurance cost. Even under their own policy, I should have received more, but I was only offered $200 and forced to go through the same uncooperative agent.I have made several attempts to resolve this matter, but Apple Vacations and ****** ******* have been uncooperative. I am requesting BBBs assistance in securing a full refund of $438.52 from Apple Vacations.

  Business Response

  Date: 03/27/2025

  We are writing in response to the clients concerns regarding their group reservation with us.

  
  Upon reviewing the details of this group reservation, it appears that the client purchased a land-only package, which included the hotel, transfer, and travel protection. However, the client booked their own airline ticket separately, outside of this package. The departure date for the reservation was scheduled for June 20th.

  
  Unfortunately, we did not receive any notification from the client indicating that they were unable to travel due to a flight cancellation. As stipulated in the terms of the travel protection they purchased, we must be informed of any cancellations prior to travel in order to avoid penalties imposed by the resort. In this case, the resort applied a two-night penalty.

  
  To assist the client, we issued a travel credit for the unused portion of their reservation, amounting to $229.40. The client was sent an email confirming the details of this travel credit, including the expiration date and instructions for use. When the client is ready to rebook, they can contact our customer service center at ************.

  We regret any inconvenience the client may have experienced and appreciate their understanding of the policies in place.  At this time no refunds or credit is being issued.

  We look forward to assisting them with future bookings through Apple Vacations.

   

  
  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Dear BBB Representative (****** ********),
  
  
  Thank you for forwarding the response from Apple Leisure Group regarding my complaint (ID: *********.
  
  
  I am writing to clarify that I never received any email or notification about the travel credit Apple Leisure Group claims to have issued. The company states that they sent an email confirming the details of the travel credit, including the expiration date and instructions for use. However, I have thoroughly checked my email inbox, spam, and junk folders, and there is no record of receiving such an email.
  
  
  Furthermore, I have not received any credit amounting to $229.40, as they are stating. Therefore, I am kindly requesting that Apple Leisure Group:
  1. Provide proof of the alleged email being sent, including the exact date, time, and email address it was sent to.
  2. Resend the travel credit details to my verified email address, ensuring that I receive this information.
  3. Provide a valid resolution to this issue since I have not received the credit or any communication confirming it.
  
  
  I look forward to their response and hope this matter can be resolved amicably. Please let me know if you need any further information from me.
  
  
  Thank you for your attention to this matter.
  
  Regards,
  

  
  ******* **********

  Business Response

  Date: 03/31/2025

  Good afternoon, 

  Here is a copy of the Travel Credits showing for ******* **********. We do apologize, there was a brief email issue with the company. We are fixed as of now. 

  Have a great week! 

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the updated communication from Apple Leisure Group. While I see that they attached a screenshot showing a credit of $229.40 in their internal system, I want to be clear: I never received any email or formal notification about this credit, nor have I received any instructions or method to redeem it.
  
  
  As a customer, I cannot access an internal system or use this credit without proper documentation. Therefore, I am still requesting:
  1. That Apple Leisure Group email me directly with the full travel credit information, including:
  A confirmation of the credit
  Instructions on how to redeem it
  Any code or reference number I need
  2. That they verify and confirm which email address this information was originally sent to (if any), as I never received anything.
  
  
  Until I receive this information in a usable form, I cannot consider this issue resolved.
  
  
  
  
  
  
  Regards,
  
  ******* **********

  Business Response

  Date: 04/01/2025

  Please be advised that a copy of the travel credit issued has been email directly to the client as requested.  The prior email had been sent to the clients travel agent.

   

   

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Apple Vacations Team,
  
  
  Thank you for your recent communication regarding my travel credit for Reservation ID ********. While I appreciate finally receiving the credit details, I need to formally dispute the amount issued and request that this matter be reconsidered.
  
  
  I was informed by my travel advisor, Sierra ****** *******, that a travel credit would be issued and that the travel protection plan fee was non-refundable. However, I was never sent the email containing the credit details or instructions to access it until I followed up personallymonths after it was supposedly issued.
  
  
  What I strongly dispute now is the credit amount of $229.40. I missed my flight due to Southwest Airlines error, not my own. The airline issued me a full refund of $593.70, as youll see in the attached confirmation from Klarna. That means no airfare costs were absorbed or covered by Apple Vacationsso the travel credit amount should reflect the full land-only portion of my package, minus only the travel protection fee.
  
  
  To support my position, I have attached:
  A copy of the email from my travel advisor outlining the travel credit terms
  A copy of the Southwest Airlines refund confirmation
  
  
  Because of these circumstances, I am requesting the following:
  1. A recalculation of my travel credit to reflect the full land portion of the reservation
  2. An extension of the expiration date beyond July 20, 2025, since I did not receive access to the credit in a timely manner
  3. If these conditions cannot be met, I am formally requesting a full refund of the amount owed
  
  
  This entire experience has been not only frustrating, but also extremely unprofessional. I have had to chase down information that should have been provided to me upfront, and Im still left trying to correct mistakes that werent mine to begin with. I trusted your company and my advisor to guide me properlyand I feel that trust was mishandled.
  
  
  I hope Apple Vacations will make this right and respond appropriately.
  
  
  
  
  Regards,
  
  ******* **********

  Business Response

  Date: 04/07/2025

  
  In review the client purchased a land only booking for 2 passengers.
  Air was no included with this package and is not protected by Travel Protection Plan that was purchased with this land only booking. 
  We do see that the Funjet Travel Credit was email to the email address on the reservation at the time of cancellation: ********************************.
  We reviewed the clients Funjet Vacations travel credit amount and see that it was calculated correctly.
  As stated below" If the number of individuals occupying a room decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate.
  In this case she was issued a travel credit for the decrease in the cost between a double and single room as per the terms of the plan, see below as well as the cost of the Travel Protection.
  
  The following items are not refundable under Travel Protection Plus
  "No Show" situations where the traveler does not check in and denied boarding situations are not covered
  Non-refundable hotel rates
  Any non-refundable deposit fees
  Air not purchased from Apple Vacations
  If the number of individuals occupying a room decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate
  Nonrefundable travel agent fees may be included in your package price. Please consult your travel agent.
  No name changes or substitutions on travel protection plans
  Cost to change to an alternate scheduled airline as a result of an airline schedule change prior to departure
  The cost of the travel protection plan
  
  Again, we are sorry for any felt inconveniences.  We are unable to offer an extension on the travel credit issued at this time.

• Initial Complaint

  Date:03/17/2025

  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.

  Reservation Number: C4B8234U Confirmation Number: JY75M6 There seems to be a discrepancy in the name of this company. I booked a vacation with United Vacations *************************************************************************************************************************************************************************************************************************** on 11/29/2024, 1-************ It appears this company may be listed under multiple other company names such as; Apple Leisure Group and/or Southwest Vacations.Since my initial booking I have received multiple changes to my airfare itinerary causing me ongoing conflict.After the 4th or 5th change, I emailed customer service requesting that they stop changing my itinerary as it's disrupting my plans making me unable to rely on any final times times and impossible to accommodate my schedule. Then, on March 7th, I received yet another change to my booking at which time I have reported this incident to the Better Business Bureau but it may have been accidentally routed to the wrong company. I have since tried to report this incident several times in order to get it to the correct company. If the company does not respond, I would like to escalate it to the appropriate attorney general to look into the matter if needed.Since there has been no response I have also emailed the company through the United Vacation website.I'm very distraught as all the changes are not what I booked and are in turn disrupting the *********** bookings. I should not have to suffer any further distress or penalties due to constant cancellations because none of these changes are my doing. It's United Vacations via MKECO-SMB-AirScheduleChange that are making the changes literally ruining any vacation plans that I had.I Paid: $250 deposit and would like to cancel the booking ASAP with a full refund of my $250 refunded back to my bank without penalties.

  Business Response

  Date: 03/18/2025

  Good afternoon,

  
  United Vacations is indeed part of Apple Leisure Group, and we work with multiple parties.

  
  Please note that the airline is responsible for all changes to the air travel, not United Vacations. These changes have been made by United Airlines, and the client has already accepted the change via ******.
  If the client wishes to cancel, they will need to call in and cancel the reservation directly. We will then submit a request for the deposit refund from the airline. However, since the client has accepted the change, the refund is not guaranteed.
  

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did NOT accept the changes on March 7th.

  I also received the email below in which I replied to proceed to a full refund but I have NOT received the refund yet.

   On Tue, Mar 18, 2025 at 10:32?AM MKECO-SMB-AirScheduleChange <************************************************************************************> wrote:
  
  Hello *******,
  
  I tried to reach out by phone. The flights are eligible for refund due to the changes. This makes the rest of the booking refundable as well.
  
  Please let us know how you would to proceed.
  
  I apologize for any inconvenience, but our airline partner had operational changes that affected your original flight times. We unfortunately have no influence or control over the airlines flight schedules. 
  
  Our current operating hours of the Airline Schedule Change team are Monday-Friday 8am to 7pm CT or Saturday from 10a to 3:30pm CT. If you need to discuss this booking with us further, you can call our toll fee schedule change line at United Vacations and ************.
  
  Thanks
  Aysia 
  Regards,
  
  ******* ******

  Business Response

  Date: 03/19/2025

  As of today 19March2025 This reservation is cancelled and a request had been made for the refund of the $250.00 back to the client. Please allow one billing cycle to see that refund on your credit card statement. 

   

  General Comment called ua s/w ******* air is canceled and a rfund requestd sholbook/schedchg/jscott 19Mar25 17:43
  General Comment CHG/AIR I*V PLS *OTE *** SE*T EMAIL TO CXL * REQ FULL REFU*D I WAS ABLE TO CXL UA *DC VIA GRAPHICAL * VER SAME AT ****** 19Mar25 17:43
  General Comment I DETACHED ********** RES * SE*T ACC FORM TO REFU*D DEP AT $250TTL ADV *** OF SAME 19Mar25 17:43

• Initial Complaint

  Date:03/12/2025

  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 booked a travel package for $3,694.17 on August 26, 2024, through what I believed to be ****************' official website (*******************) by selecting the "Air + Hotel" option, which redirected me to "**** Vacations." I later discovered this company is actually ALG Vacations (Apple Leisure Group), a third-party travel agency with no direct affiliation with ****************, which was never clearly disclosed during booking. I was promised in writing that if I booked a new trip, the penalty for canceling my original reservation would be waived, which is the only reason I proceeded with a new booking. I later made date changes on September 30, November 26, and December 30, 2024, but was never informed that modifying my reservation would void my penalty waiver. Now, ALG Vacations is charging a 100% penalty for my hotel stay, despite their own cancellation policy stating cancellations before 72 hours prior to arrival should only result in a $75 per person fee. I contacted **************** directly, but they could not access my reservation since it was booked through this third-party company. **** Vacations' representative, ******* *. (Level 2 Support Specialist), initially acknowledged that my penalty was waived but later claimed I needed a separate waiver for every date changewhich was never disclosed to me. I followed their procedures and paid an additional $940.92 on February 27, 2025, yet they refuse to honor the original waiver agreement. This company is misleading customers by falsely advertising itself as **** Vacations when it is actually a third-party booking agency. I request that ALG Vacations honor their original agreement and waive the penalty, or fully refund the hotel portion per their own policy. I also request that my airline credit be properly issued as promised.

  Business Response

  Date: 03/13/2025

  To Whom It May Concern: 

  Thank you for your message. We have reviewed the hotel's cancellation policy, which states the following:
  
  Cancellations received within 72 hours of arrival are subject to a $75 per person administration fee.
  Any cancellations made after April 9, 2025, are subject to a 100% penalty.
  As a result, any additional changes to the reservation would not only result in the loss of the hotel cost but would also incur the administration fee. Please note that it is the **** Hotel that is no longer allowing any further waivers due to the number of changes already made to this reservation.
  
  Please let us know if you have any further questions.
  
  Best regards,
  Post Travel

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:02/27/2025

  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 booked a non-refundable room through Southwest Vacations for 2/21-2/23. On 2/18/25 I received information that the location we booked at was the wrong hotel and to call the hotel because they were willing to work with us. The *********** and Suites Farmers Branch Dallas confirmed they had not yet received payment from Southwest. I contacted Southwest through an automated system and was told I would be reimbursed minus a $25 cancellation fee. And that if for some reason the request was denied, I would be notified ***** hours. Since I never heard from Southwest and the hotel had not received payment, I trusted the cancellation was approved so I booked with a new hotel. On the morning of 2/23 I opened my email to find a notification that my request had been denied. This was the last day of the reservation and 3 days outside the window I was given. I contacted Southwest Airlines and was told that because the hotel had already been paid, they could not refund the money. I confirmed with 3 different people at the hotel that they did not receive payment and the reservation was cancelled. I called Southwest back and they confirmed payment was not sent. I requested the refund based on me not receiving timely notification and the hotel not receiving the funds. I then received an email that it was denied. I called southwest back and he confirmed the hotel did not receive payment. He then said it was denied because it was paid through Priceline. I contacted ********* and they did not have the reservation. I called Southwest back again and they confirmed it was never booked through Priceline, that it was booked directly through Southwest and I was previously incorrectly told Priceline. Im requesting the refund, minus the $25 cancellation fee because if I had been notified timely, as Southwest had said, I could have kept the reservation and drove back and forth. They chose to notify me on the last day of the reservation.

  Business Response

  Date: 03/03/2025

  We have reviewed our records and are unable to locate a reservation booked with Southwest Vacation under the client's name.  We do see the attached correspondence was from Southwest Hotels.  If the client believes they booked with Southwest Vacations, please provide the booking number so that we may look into this matter further. 

   

   

• Initial Complaint

  Date:01/24/2025

  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.

  We called Southwest to make reservations for a vacay because it wouldn't go through online, even though we had just made reservations for an identical vacay online at the same time. The guy booked it for us, but the cost was more than the other 2 vacays we booked just minutes before. He told us that he would transfer us to cust. serv. and they would credit the difference back. We talked to a lady and she said we would have to wait 24 hours to make changes - the guy booked the wrong room even though he was looking at our other 2 reservations that we gave him (1.5 hrs). We called back in 24 hours and was on the phone for over 1.5 again only for them to tell us they were escalating the issue and we would receive an email explaining the resolution within 3 days. Today we get an email from Southwest stating that they reviewed the call between us and the guy who booked the trip, and admitted that he was transferring us to cust serv and they would adjust the reservation cost, but they will not be able to adjust the reservation to the correct cost. I get online to look at prices on the southwestvacation website and the price of an identical trip is now cheaper than when I originally booked it, but customer service is telling me that the price has not decreased and that my price remains the same. We have 2 reservations ********************* that are currently $3097.75 and one (T43203SA) that is $3632.14. When I reprice the identical vacation on their website it's now pricing $2886.25, and they will NOT do a price match. We have been told by 2 different **** that they would match the $3632.14 to $3097.75 but they will not, the price on their website is $2886.25 for the identical trip. We would love for all 3 to be matched to lowest, but at this point we would take a price match to get res * T43203SA to $3097.75. This has gotten completely out of hand and SouthWest should take some responsibility for their error, and at least do what they said they would on a RECORDED call.

  Business Response

  Date: 01/29/2025

  Hello,
  Thank you for your message. Please allow me to explain that airline vendors control their pricing through capacity control management, meaning there can be multiple price points depending on availability. Once a lower-priced fare sells out, the airline automatically adjusts the price higher, and unfortunately, we have no control over that happing. Regrettably, this reservation got caught at a higher rate because the lower rates were sold out. 
  I appreciate your understanding, and as a gesture of goodwill, Ive rechecked the availability and found a lower fare. *** also authorized a one-time refund of $832.00 as a courtesy. The customer should see the refund in 7-14 business days. 

  Thank you,

   

  Customer Answer

  Date: 01/29/2025

  [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 is satisfactory to me.

  
  Regards,
  
  ***** ******

  
  

• Initial Complaint

  Date:12/28/2024

  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.

  We used ALG (Travel Impressions) to book this trip to the ******************. When we arrived we were told that they couldn't find our reservation. The hotel was extremely unhelpful and refused to talk to us. We were forced to find another hotel 45 minutes away. During a flood. *** claimed the hotel we were going to was paid in full. We took a $40 taxi. When we arrived we were told that ***'s card was declined. The new hotel told us that they required a $600 hold on my card or we couldn't stay. We were assured it would be solved by the next day. When checking out the next day we were told we can not leave because *** had given another card that was declined. The next day Viva heavens found our reservation and offered no apologies and refused to take responsibility. The travel agency ****************** (***) is just as much to blame for this situation and also refused to accept any responsibility. Being stranded in a foreign country was not fun! 0 out of 10. Would not recommend.

  Business Response

  Date: 12/31/2024

  Hello,

  Hope this note finds you well.  Due to the current chargebacks that are on the booking for Master ending 6005 & **** 7046 we are not able to proceed further, as we did provide the 1st night at the ********** a Luxury Collection Resor Cost Norte.  Chargebacks can take an "Average" of 2-6 weeks for resolution, please stay in touch with the banks for information and updates.

  Thank you. 

• Initial Complaint

  Date:12/12/2024

  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.

  Southwest Vacations is charging my **************** Card ***** for a service that I have no knowledge of or what the charge is for. I have reached out to them and all I get is being sent from one person to chat with to another. I spent almost two hours on my phone chatting with several people who had no idea how to solve the problem, so what they just send you to another person that knows nothing or how to handle the situation. I'm reaching out to you in an attempt to get them to stop charging my credit card, which has been charged for the past almost two years. HELP Please !!!!!!

  Business Response

  Date: 12/20/2024

  Good Morning!

   

  On Reservation number ******** Mr. ***** had a trip for 01September 2024. From *********** to ******* staying at the ********************* with round trip flights on Southwest Airlines for one passenger. The total cost of the trip was $666.79 and that is what was charged to his **************** ending in 1002. As seen by the accounting information attached.

  On Reservation number 92B32304 Mr. ***** had a trip for 29Jul 2023 from *********** to ********* staying at the *********** **********************, and a rental car with Dollar along with round trip flights on Southwest Airlines for one passenger, The total cost of the trip was $****** His **************** was charged for the amount of ****** on the 10July23 and then on the 24Aug23 he was refunded the amount of ****** for the car rental as he did not use. The accounting information is also provided. 

  We have no charges showing a charge of ***** for these bookings we have asked for a transaction history to show us the charges from the client, and he has refused to provide us that information without proof of the transaction taking place we cannot proceed any further. We have advised the client to contact his financial institution to get help with this charges, also he has stated to us that the amount is $11.72. 

  If he would like to submit the transaction history to you and forward them to us we will be glad to have another look, however as you can see there is no charges for any extra amounts to Mr. ****************** you and with much respect. Happy Holidays

   

  **** ********

  Post Travel Department

• Initial Complaint

  Date:11/06/2024

  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 vacation with a travel agent through funjet vacations. United airlines delays resulted in us missing our connecting flight. They have agreed to refund the flight (4 tickets).The reimbursement of$268.04 was sent to funjet, but funjet is not processing the money to us. I have made multiple calls trying to resolve this issue.Because the flight issues we had to incure additional expenses to get home and the flight refund would cover at least a portion of that issue.

  Business Response

  Date: 11/18/2024

  Hello,

   

  If you could please send us the booking number for this reservation. I am only seeing 3 reservations for a ******* **** and these are from *********. With out a confirmation number or the passengers last name we are unable to look up the reservations.

   

  Thank you so much!

   

  **** Gonzalez 

  Post Travel Specialist

  Customer Answer

  Date: 11/18/2024

  Funet reservation #: y70053e3

   

  I have also included a screenshot of the reservation.

  Business Response

  Date: 11/19/2024

  Hello,

  Hope this note finds you well.  We are very sorry for the difficulties our customers experienced with their flights.  We Thank them for sharing the booking number, Y70053E3 so that we could locate the reservation in question.  I was able to locate the needed authorization to refund the $268.40, and have sent to have this amount processed to our customers **** 6859.  The refund should be completed in our system within an "Average" of 5-7 business days, plus time for the bank to process.  

  Thank you.