34 Customer Reviews
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Review from Mary J
1 star02/26/2024
As a Vacations to Go client, I feel this agency may be operating bait and switch practices by deliberately listing cruises for fares they then refuse to honor. I arranged to purchase a cruise yesterday. While the agent was running my credit card, he stated that the price of the fare had "shot up" an additional $400+ from the listed fare. I was disappointed but did not suspect any wrongdoing until the following day when I tried to book an additional cruise. I noticed two cruises listed at the same fare, one week after another. I checked competitor sites and the cruise line and the Vacations to Go listed fare was more than $150 cheaper than others for the same category. I sent the fast deal number to the agent, instructing him to book the cruise for me. A few hours later, I was told the cruise was no longer available at that fare. I explained that the cruise was still listed at that fare on the website. The agent gave me a weak and frankly unbelievable explanation and would not honor the fare. I declined to book the cruise at the fare that was $170 higher than listed. After my complaint, the fare was changed on the website for the cruise I wanted, but not for the subsequent one. The agent had just told me there were "no fares" at that price for the ship at all. So, why would they change one listing and not the other? This is when I began to be really concerned. I wish I could say this was the first time but this happened previously on two other times when I tried to book a fare as listed on the site and was told by the agent that the fare had increased suddenly. From my research and checking, it is apparent to me that the advertised fares are not being honored and appear to be intentionally misleading. I do not recommend this agency.Vacations To Go Response
03/11/2024
Thanks for sharing your feedback, Mary. We're disappointed to hear you feel we have been dishonest about the prices advertised on our site. All pricing is set by the cruise line and sent to us electronically, in most cases at least once a day. Prices, cabin availability and promotions fluctuate often and because our site does not reflect live inventory, prices must be verified when you call. A price may only apply to a handful of cabins, meaning the best deals can vanish pretty quickly. Our travel counselors are also trained to manually report any changes they find to prices or availability. In your case, Vacations To Go secured group space shortly after this sailing was available for purchase. Once the allotted number of cabins within our group are sold at the discounted rate, only cabins at the prevailing rates exist. Each sailing may have different group pricing or cabins available. We apologize for the negative impression your recent experience caused. We're glad to see that you were able to work with your travel counselor to secure a 2024 and 2025 sailing. We hope that you have a wonderful time, and that we can continue to rebuild your trust in Vacations To Go along the way.Review from FC
1 star01/26/2024
I called almost at the end of the business hours on Friday Jan 19 to get the price + tax on a 16 d cruise w Norwegian . The agent Cesalie said it was $950 + tax . The advertised price I had was $599 + tax & in an email from them . Then she said ,,oh , you are right , it is $599 “. I asked to get an email w the total price which I did . Saturday I emailed her asking to book it . Her answer was right away to email our names & DOB & she would place the cabin on hold & call me next day to finalize the booking . On her Saturday email she had her phone number and office hours for Saturday 11AM TO 8 PM . I did not hear from her next day so I left a voice message & sent an Email . Still nothing . Monday I left another voicemail without any response. I spoke w supervisor Abby who said would investigate and her attitude was like ,, things happen ! Also informed me that the cruise was sold out ! I was promised that Cesalie will call me w an explanation to what happened. Never called me ! I emailed my complaint to Cesalie’s manager Beltran who sent me an email claiming he tried to call me & leave a voice mail twice but was not able to go thru . I had absolutely no missed calls or messages and my phone worked just fine . He tried to convince me that Cesalie did not contact me because she was not in the office Saturday . Her email had listed Saturday hours 11 Am to 8 PM . Had no explanation why she did not call Monday either ! Did not take any responsibility for mishandling this situation . He said they have the cruise available at $950 ! How convenient ! I think that Cesalie was told not to book this cruise at the lower price & just not call me back . They hoped I would take the cruise with the increased rate . Dishonest , deceiving , unethical and lying . I am convinced that they will respond to my complaint with a fabricated explanation and a lie . This behavior is unacceptable and I wonder if the higher management of this company knows what is going on .Vacations To Go Response
01/29/2024
Thank you for sharing your experience, Felicia. We're very sorry for the negative experience you had when you contacted us about a cruise, and the frustration it has continued to cause. We expect our travel counselors to respond to all emails and voicemails in a timely manner, and we apologize that Cesalie was not in the office the day you attempted to reach her. I have asked a manager to research this thoroughly so we can address your concerns. Our Director of Customer Care has attempted to call you a couple of times and has left you voicemails with her contact information. When you have a few moments, please give her a call so she can discuss this with you further. We apologize again and look forward to speaking with you.Customer Response
01/31/2024
The Saturday you said Cesalie was not in the office & we emailed back & forth . She asked me to provide our names & DOB to put the cabin on hold . There was no mention that she was not in the office ! Nobody called me or left a message . After I posted my reviews the Customer Care person emailed me . Look at your company rating and you have a clear picture as how your company performs .Review from Brian F
1 star10/12/2023
Booked excursions through Vacations To Go’s partner company Shore Excursions Group. Half of my purchases were noted on V2GO’s summary of charges. The Shore Excursion Group’s summary only showed four. I was infected with Covid, and am on oxygen. When I tried to cancel two excursions that I would not be able to do with oxygen. They cancelled both, but they said the second was within 14 days of the date in which the excursion would take place. They froze the excursion, and would not reimburse me. I have contacted both V2GO and SEG, and am still in limbo. I leave for my trip in 3 days, and I am stressed out already. This was a first cruise for me for my anniversary and birthday. I will not be going on another cruise after this.Vacations To Go Response
10/17/2023
Thank you for writing, Brian. We're sorry to hear that you were sick with COVID and hope that despite your current need for oxygen, you are on your way to a full recovery. We see that you were able to speak to one of our managers last week who assisted you with the excursion cancellation and provided you with the necessary steps to file a claim with your insurance for any excursion costs that were not immediately refunded. Please know that all decisions regarding compensation are made by Shore Excursions Group, our third-party excursion provider, not Vacations To Go. We apologize that you're frustrated by the additional steps needed to recover your funds, but we are thankful you had insurance to cover you for instances such as these. We understand that you may not have had the chance to initiate the insurance claim before your cruise departure. Upon your return, if you need additional information or assistance with your claim, please don't hesitate to contact us. We're sorry again and hope you're having a wonderful time on your cruise!Review from khaled e
1 star09/07/2023
Me and my wife booked with "Vacations to Go" our 7 nights cruise to the Bahamas (on the ******** ****** ***** July 7th ,2022. and because the cruise was such a blast ,we decided to take another cruise through "Vacations to Go". So, a month prior to the cruise we called to make the necessary booking for the 9-nights Cruise departing from Baltimore to Bermuda islands on July 7th,2023. the booking was through your officer Morgan who was quite helpful and even promising a $50 on board credit. A week before the cruise departure date I called Ms Stewart again to ask when does the $50 kick in and how does it work,but she answered in a "careless but friendly" tone that I will find all this explained in my reservation sent to me by email. I looked again at the reservation thoroughly but found nothing in that concern. So, once I was aboard the ship ,I went to customer service desk and was informed that 'Vacations to Go" should send them an email with that $50 credit. I kept checking daily (instead of enjoying my cruise full time) but no emails sent. So, on day 4 I called Ms Stewart to remind here and ask her to send that email but she responded that I won't be granted that $50 credit because I got a 'discounted rate". I reminded her that when she did my booking ,she didn't tell me that my rate is a discounted rate and she certainly didn't tell me that I am not entitled to that on board credit. So she promised she'll get back to her manager then get back to me . I ended my call by asking her to get back to me with her manager's decision either way and she confirmed. But then ,I had to call her again on day 7 as I didn't hear again form her. She never picked the phone and I had to leave a message but to no avail. That was a nag that spoiled the pleasure of the trip and makes me think a lot before booking any other cruise with "Vacations to Go" . we are now a group of 3 couples planning our 2024 cruise but I dare do the reservation through 'Vacations to Go".Vacations To Go Response
09/11/2023
Thank you for contacting us, Khaled. We apologize for the oversight that took place on your reservation, and are especially sorry you had to take time from your vacation to track down the expected onboard credit. One of our managers has researched the situation and contacted you via email to let you know that we will be sending you a check for the missing onboard credit amount. We apologize again for the error and hope that despite this, you had a wonderful time on your cruise. Any time you need assistance in the future, please don't hesitate to call us and ask to speak with a manager. We appreciate your business and look forward to working with you again in the future!Review from Marcia L
1 star07/21/2023
Booked 50th wedding anniversary for Rui Santa Fe. Assured there was 24 hr room service and elevator since husband is unable to walk far. None of these exist. Now he is totally bed ridden and I hope I can get him out of Mexico. Justice Bailey was our agent but when I called to complain, he doesn’t work there. Then Rose Budd told me nothing I can do except pay to leave early. We purchased insurance but she didn’t know how it works. Please pray we get out of hereVacations To Go Response
07/25/2023
Thanks for writing, Marcia. We're truly sorry your 50th anniversary was such an upsetting experience. We recognize that an anniversary as significant as this one should have been celebrated with nothing but positive memories, and we're sorry this fell so far short of your expectations. While you did purchase the insurance, we cannot be certain whether the carrier would have approved a claim surrounding your circumstances, and we are careful not to attempt to predict the outcome of such a claim. I've asked a manager to contact you as soon as possible to hear more about your trip and the promised amenities for this resort. We apologize again for your disappointment and look forward to speaking with you soon.Review from Kim D
2 stars07/19/2023
I wanted to post a review of my experience but the they wont post on their website unless its approved by Vacations To Go. Needless to say they said they would not post it. I called and spoke with Shelton and he sent over a quote. We decided to book 2 rooms. We then agreed to include gratuities and I asked for the updated quote. We paid it off with insurance and were excited. In an email later with details of the trip, I saw on the bottom it said we needed to have to have a notarized form to take the kids out of the country without both parents. That was never mentioned to us in the beginning. My son in law is deployed and we would not be able to get the form. I called and spoke to Shelton and he wasn't too sure about it and had a supervisor call me. There still wasn't a clear answer but they said they haven't had any issues with it. We didn't have any issue getting on the ship, it was just undo stress. We go on the cruise and see that we are being charged for gratuities. I called Shelton from my phone on the ship (which is expensive!!) he was very nonchalant. (please listen to that call) He never called me back, he sent an email and said the mistake was on Vacations To Go and would be sending a check. I replied and thanked him and asked for a manager to call me. He never replied and the manager never called. The funds were taken out of our accounts on the ship so we weren't able to enjoy other things like the spa because they took the money at the time. A manager emailed me today and offered a 5% discount on my next cruise. No thanks. So in closing, I will never use Vacations To Go again.Vacations To Go Response
07/21/2023
Thanks for your feedback, Kim. We're very sorry about the error that Shelton made. He incorrectly advised that gratuities were included in your total price, but it was an honest mistake and we apologize. I see that you've spoken to a few managers concerning this issue and that a check has been issued to your home address to cover the cost of the gratuities. In addition to refunding you, we did offer you a discount to book with us again in the future, which you've mentioned above. The notarized letter for children to travel without a biological parent is only a recommendation, not a requirement, and we confirmed this with the cruise line prior to your departure. We apologize for the undue stress this caused and are glad to hear embarkation went as planned. We do not allow reviews to be submitted through our website, but there are many other sites on the internet that allow customers to leave reviews. This is not in an effort to avoid customer comments. We recognize that we can only improve with honest feedback from our customers, which is why we do our best to address each concern individually and respond. We're sorry again for any negative impression you received due to working with Vacations To Go. Please let us know if you do not receive the check we've issued within the next two weeks. We hope that despite these concerns you were able to have a wonderful cruise. Thank you to your family and your son for their service to our country. We wish you all the best.Review from Angela M
1 star07/18/2023
Kathleen ********** was the agent that book my family’s first family vacation. EVERTHING was terrible. Once we were all booked there was no getting in contact with the agent (Kathleen **********). It was 5-families we did NOT want adjoining rooms; my sister and her family and brother and his family had adjoining rooms. Our elderly patents were assigned to a different shuttle. The agent (Kathleen **********) recommended The Royalton Blue Waters Resort because the had a “kids club”. The kid’s club was closed! Most of the restaurants on the resort was closed. This was the worst vacation of my life. I will NEVER use Vacations To Go again. I will never recommend Vacations To Go.Vacations To Go Response
07/20/2023
We appreciate your feedback, Angela. We're truly sorry that Kathleen was not more responsive and did not provide timely interactions and communication. We certainly expect our travel counselors to return calls and emails promptly, and we apologize that wasn't the case. We can see that Kathleen requested rooms adjacent to and near each other for certain members of your travel party, but these requests are not guaranteed and room assignments are ultimately decided by the resort. We're sorry the resort placed you in connecting rooms, and hope with the connecting doors remaining closed and locked, enough privacy was provided. I've asked a manager to contact you directly to offer a sincere apology, and gather some additional details about your experience. We will investigate why your party of 14 was separated for the transfers, and why so many areas of the resort were closed at the time of your visit. We apologize again for the many disappointments you faced during your trip, and the frustrations you encountered during the planning process. We appreciate your business and look forward to speaking with you soon.Review from Jeremy K
1 star07/11/2023
I recently had the misfortune of booking a trip with Mimi Montgomery, a travel agent at Vacations to Go. From start to finish, Mimi displayed a level of incompetence and unprofessionalism that left my family and me in a state of disbelief. We booked the Globus Tours 12 Day tour: Brazil, Argentina, and Chile with the expectation that Mimi would provide the necessary support and assistance throughout the process. However, her promises of exceptional service quickly proved to be nothing more than empty words. During the booking process, Mimi assured us that she would help us change our flights to more desirable times if we were dissatisfied with the ones assigned (given she was “unable to provide the times to us in advance of booking”). However, once we booked and requested the change, we were hit with an unexpected fee of $200 per person, totaling $1000. We had never authorized this change, yet Mimi went ahead and altered our flights without our consent. Only after escalating the matter to her managers did they acknowledge the error and waive the fee. Such careless and deceptive actions are inexcusable and reflect a complete lack of integrity on Mimi's part. As if this incident wasn't enough, on July 11, 2023, Mimi sent an email to myself and an unrelated individual containing all our personal and reservation information. It was a shocking breach of privacy and professionalism. When I raised this concern, Mimi tried to downplay the severity of the situation, claiming the email contained no personal information. Furthermore, her attempt to shift blame by alleging she sent the same message on March 16, 2023, was baseless, as she had actually sent it to the same wrong person. Her defensive and combative attitude when confronted with her mistake only further highlighted her lack of accountability and customer service skills. She proceeded to hang up on me when I pointed out her mistake and refused to take my calls subsequent to that.Vacations To Go Response
07/14/2023
Mr. ****, we're truly sorry for the frustration and disappointment this has caused you and your family. We understand that vacation planning should be an enjoyable experience and we know this has fallen far short of that. We're glad we were able to find a more acceptable airfare for your family, and absorb the change fees to finalize those. We're very sorry that Mimi emailed the passenger names to someone outside of your traveling party. We understand the undue stress this caused, and apologize again for any inappropriate interaction that took place between you and your agent. We regret that the gesture of goodwill we offered was not found suitable or acceptable. We have assigned your reservation to one of our managers who will be happy to assist you moving forward should you need additional assistance. We hope that despite the negative experience you've had thus far, you and your family are able to enjoy a wonderful trip together.Review from Stacy L
1 star06/22/2023
I was looking for a great vacation to share with kids. They were unable to commit so I wanted to cancel. I called to cancel and Maddie convinced me to find someone to take because I deserved "a great vacation"! I was unable to find last minute guests so I called to cancel again. She then convinced me that I would even have fun on my own. Upon trying to cancel a couple more times, I decided that I would just keep the cruise and take my mom and sister. I had the worst time I ever had on vacation in my life. I took an eight day cruise... no beaches, taxi scam in the bahamas, (which was a complete *** hole) scammed AGAIN by the cruise directors on ***** ********* *********** ** *** ***. They announced on the ships videos in the cabins, that there were 2 beaches set up for lunch in Nassau, when I went to the "help" desk, I was informed that there was not such a thing! Later found out there WAS, only after spending $660 on 3 passes to Atlantic city water park. This was without a doubt NOT fun, NOT accommodating and without a doubt the worst.... way too much money, vacations I have ever had. My days are limited and now I cant even afford to take a vacation that I will love, before my time ends! Sad, Mad, Disappointed, and broke! I can not get a hold of ***** ********* and travel togo will now, not answer my emails!Vacations To Go Response
06/23/2023
Thank you for sharing your feedback, Stacy. We want to first express how sorry we are that you've been facing such a long battle with cancer. We understand that the fight against cancer can be a scary and exhausting one, and we can certainly understand your desire to get away, cruise with loved ones and enjoy some much-needed rest and relaxation. We apologize if you feel Madie pressured you in any way when you called to cancel your cruise. We will always respect a customer's wish to cancel a cruise, should they wish to do so. When you called to cancel passengers from your cabin, the cruise line informed us that you were under 50% penalty and at risk of losing money. Madie was offering alternative solutions such as swapping the names of some of the passengers in an effort to avoid any penalties you would have otherwise incurred. We apologize if it seemed disingenuous or came off as pushy. That was certainly not our intention. We're sorry that you did not enjoy the cruise. We're surprised to hear that you were unable to visit beaches while visiting Port Canaveral, and two stops in the Bahamas. A beautiful beach is one of the highlights of a cruise and we can understand why you would be disappointed. We'll be happy to forward your feedback about your onboard experience to the cruise line. I will ask a Customer Care Specialist to contact you as soon as possible to gather some additional details and discuss the situation further. We apologize again for the poor experience you had with Vacations To Go and your cruise. We wish you and your family all the best during this very difficult time.Review from Sol F
1 star06/18/2023
I asked Vacations to Go to stop sending mail to my home. They claimed that they don't send the mail even though they are the company that books the Tauck trips. Thus, it is impossible to get off the mailing lists for companies that Vacations to Go represents. Very poor customer service.Vacations To Go Response
06/19/2023
Thank you for writing, Sol. We're very sorry that the mail you're receiving has caused you such frustration. The person you spoke to was correct. We do not send out any promotional material or advertisements through the postal service. If you are receiving mail from Tauck, it is coming from Tauck directly. They will sometimes include our logo because we are a partner with them, but I can assure you that the mail is not coming from us and we do not have the ability to remove you from their list. If you'd like to contact Tauck directly, you can do so with any of the following information. They will be able to assist you directly. https://www.tauck.com/contact-us 203-899-6500 We're sorry again that we were not able to assist you with being removed from Tauck's mailing list, but wish you all the best.
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