ComplaintsforStunning Tours

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed a complaint with BBB about Stunning Tours for changing the terms of the travel package we booked with them for Sept. On April 10, ***** from Stunning Tours replied to my complaint that my refund will be issued ASAP. I called a week later & was told that the travel agent ***** is on vacation until May 1st so our refund has not been started. Then they said their accountant is sick then they couldnt find my signed Refund form. It looked to me that they were giving me the run around. I sent them another copy of the signed form & now they just sent an email that it will take 4-6 weeks for my refund. Im very frustrated in dealing with this ************* who took my money ($3295) the same day I booked the tour package but is now giving me the run around in getting it back after ***** promised I will get it ASAP.

  Business response

  05/09/2023

  Hi *******, my colleague ***** sent you the cancellation form but never received it back from you. Please sign it at your earliest convenience and return to us, so we can issue the refund. 

  Customer response

  05/30/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I booked a ***** Tour a few years ago and put down a deposit to book/guarantee my tour price. I told my friends about the trip so 5 additional people booked the trip (most at a higher cost, some with solo surcharges) Now, Stunning Tours wants to charge me more because their airline partner is not available. I did not book with China Eastern or Air China, I booked with Stunning Tours, and there was no requirement to use those airlines. What is the point of putting a deposit down to guarantee your vacation if the tour operator can charge you more at any time at their whim? If their costs had gone down, I am quite sure they would not have given me a discounted price after booking. 5 additional people booked because of me. I wonder how many bookings Stunning Tours will lose after reading mine and other BBB reviews with the same issue. I would like to take my tour at the AGREED UPON *****.

  Business response

  01/25/2023

  Hi ***, I was notified by my colleague that your tickets are already issued and an agreement was reached. Please let me know if there is anything I can help with.

  Customer response

  01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No "agreement" was reached. I was forced to pay an additional $350 to go on this trip. 4 other people booked this tour because of me, so I could not cancel. I booked this trip years ago and my booking price should be honored. That is the whole point of making a deposit.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a tour for ************** last year for October 2022. I have called & emailed Stunning tours many times but no response from them. I would like to know if the tour is still on & if not then I would like to get a full refund.

  Business response

  06/23/2022

  Business Response /* (1000, 5, 2022/06/23) */ Hi*****, can you let me know which email address you used to contact us? I can see you are confirmed on Oct 18th, 2022 tour with us. ****'s your travel agent but we don't see an email from your in her email address. Please use *************************************************** to contact. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not telling the truth as I contacted via email to: *********************** at least 2 times & called them on the number given on the web site and left messages for them to call me back 4-5 times already. I need to know the airline info & confirm that my tour starts & ends in************* as disccused with my agent when I booked this tour. I have already paid half & hesitant to pay the other half as I do not trust this company any more & would like a fUll refund. Business Response /* (4000, 9, 2022/07/05) */ Hi ****, As I stated in the email I sent to you on June 30th. The package you purchased was standard air inclusive out of ***.Yes we can check the price for you for *** departure. I will send you an email for details. Consumer Response /* (4200, 11, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again the company is not telling the whole truth. I emailed both ************************ and *********************** but nobody responded until I wrote to the *** for help. ***** finally emailed me & informed me that **** had left the company last month?? So why did he tell me that **** was my agent? **** had told me that it would be the same price if I flew from *** or **** So why are they not honoring that price now? I need to get my full land package & flight details until I accept the repone from them. Consumer Response /* (2000, 17, 2022/07/26) */ After many emails & with the help of the BBB we reached an agreement & they refunded my full deposit as the trip was not out of SFO as I was informed at the time of reservation. Consumer Response /* (2000, 17, 2022/07/26) */ After many emails & with the help of the BBB we reached an agreement & they refunded my full deposit as the trip was not out of SFO as I was informed at the time of reservation. Consumer Response /* (3000, 22, 2022/07/28) */ I saw the credit of $1349 last week but today it has disappeared from my account?? Called & emailed ***** but no reply?? What's happening & why was this credit removed? Business Response /* (4000, 25, 2022/08/04) */ Dear ****, Is the amount of $1349 now posted? As I mentioned in the email, the same situation happened to our other clients all the time. Although we aren't sure why that happened, but our payment gateway company(Square) issue the refund like this. Please let me know if it's now posted. Consumer Response /* (4200, 27, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did refund my deposit to my credit card but then it disappeared after 5 days from my account. After calling & emailing them it once again appeared in my account. How does this happen & why do they have so much control on my credit card account without my authorization that they can credit & then remove my credit & then redeposit? Someone needs to investigate this. I will never do business with this suspicious company ever again.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 30, 2019, my wife and I booked a trip to ***** with Stunning Tours for April 27, 2021. Because of Covid they rescheduled our tour to May 10, 2022. We paid $**** as a deposit to book the trip and the final $**** on March 3, 2022 when they sent an email requesting the final payment (for a grand total of $****). To date, 4/25/2022, we have received no packet with final documents, flight & hotel information etc., though their email to me stated that all that information would arrive at least 30 days before departure. I've left phone and email messages and have gotten no response. If they've cancelled the reservation, they haven't told us. At this point I'm assuming there will be no trip and they should refund our $****.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/11) */ Hi ****, Our agents usually send out the final information package 2 months before the departure date. I am sorry that you never received it. I totally understand that you want to cancel the tour. I will send you the cancellation form to start the process. Consumer Response /* (3000, 7, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) To date, I have received no cancellation form as indicated in the response. Also, I have only received half of my money back. When I receive my initial deposit back as well, I will consider the case closed. Business Response /* (4000, 9, 2022/06/01) */ Hi ****, I am very confused. I wrote you an email on May 13th asking if you filed a credit card dispute against the deposit. Because if you hadn't filed the dispute, I was going to issue the refund. NOte again that the refund had to be issued by a check because the payment was made more than 1 years ago. If I had issued the check while you filed the dispute in the meantime, our bank account would be deducted by twice the amount. And you replied me in the email saying you did file a dispute against the deposit on May 13th. I replied again saying that we would choose to accept the deposit once the dispute was received. And then you said thank you. Since then I have been waiting for the dispute notice from our bank. But until now it never arrived. So can you please confirm for me again, did you file a credit card dispute against the deposit or not? Because I am more than happy to issue the refund to you right now to get this over with. Consumer Response /* (2000, 11, 2022/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) As I mentioned, I filed a dispute with my credit card company for the deposit. After waiting several weeks and not seeing my refund, I talked to the credit card company again. The agent I talked to said that he recognized the problem and would take care of it. The problem may have occurred because the amount of the deposit and the final payment were the same. At this point, my money paid to Stunning Tours has been refunded, so from my perspective, this case has been handled to my satisfaction. Thank you.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our family of three booked in Aug of 2020 an 11 day tour of Japan in hopes that the COVID pandemic would be done with by April of 2022. Needless to say, international travel is still somewhat difficult and in early January 2022 we reached out to the owners of Stunning Tours to express our concerns of all the restrictions Japan had implemented (and as of 4/17/2022 the date of our scheduled departure, there is still NO international travelers allowed into the country). We were also reluctant to travel to Japan also due to personal health concerns and wanted to cancel out and get all of our deposit back. The owners of Stunning Tours advised us that they couldn't do that without implementing their $300 per person cancellation fee ($900 total). They advised us to wait until up to 2 weeks before our scheduled departure in April to see if Japan would open back up to tourism and they would possibly refund everything back to us. We saw quite a few negative reviews on BBB & TripAdvisor indicating that other customers were not receiving any of their monies back by the owners of Stunning Tours which greatly concerned us more! In early February, 2022 one of the owners, ***** indicated to us in an e-mail (which of course I saved and here was his actual comment to my getting our $900 cancellation penalty also returned) "We have to apply the cancellation penalty because it limits our ability to conduct the tour group when there are fewer people attending. And we cannot refund you the cancellation fee if the tour is eventually cancelled by us." So, not wanting to take the chance of losing all of our deposit, we made the painful decision to implement a refund process of our deposit knowing we would lose $900 of our initial deposit. The only fortunate thing to come out of this was we were refunded about $**** of our deposit but we are still upset that Stunning Tours would keep the $900. How many other tourists in this tour party suffered the same?

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/04) */ Hi ****, my apologies for the inconvenience. Our tour packages are sold with flexible policy, so you may postpone it to a later departure date or transfer it fully to future credit if you change your mind. However, to cancel the tour, there is a cancellation penalty of $300 per person. We do understand the troubles the Pandemic has brought to all of us, so you may use the $300 penalty toward your next trip when you book future tours with us. Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Owner's response is NOT what we were originally told during cancellation proceedings, allowing us to "use the $300 penalty towards next trip when booking future tours...". Actually, it is $900. We had 3 persons in our family booking this same Japan tour, which was cancelled by Stunning Tours! As of today (5-10-22), Japan is still NOT allowing any tourists from other countries! Stunning Tours on Feb. 10, 2022 also sent us a bill for the balance due on this tour (pdf of e-mail is attached)which we would have had to pay had we not asked for at least part of our deposit back! At the VERY LEAST, I would like something via e-mail by Stunning Tours acknowledging the $900 total credit for a future tour booking sent to me. HOWEVER, I (our family) wants all of our $900 refunded back NOW as there are NO GUARANTEES that Stunning Tours will even be in business if and when we decide to travel to Japan in the future. They have NO RIGHT to keep our $900 for a tour that was cancelled due to the pandemic! Also, due to personal health and safety reasons even when Japan should open up again for international travel, we are not comfortable traveling to other countries with all types of travel mandates still in place despite some openings. Do the right and moral business practice and refund us our $900 NOW! Business Response /* (4000, 9, 2022/05/16) */ Hi ****, the PM of Japan just announced the country would open this June. We are still waiting for details, but we expect to operate our tours this Fall. I apologize for the miscommunication, but all of our cancellation fee charged during the pandemic can be transferred to future credit when you come back and rebook. Unfortunately we won't be able to refund the penalty fees. Consumer Response /* (4200, 11, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stunning Tours just doesn't get it! We signed up for this tour in August 2020 for an April 2022 tour in hopes that traveling to Japan at that time would be normal again not knowing that this pandemic would still be going on. Even if Japan truly does start allowing tourists in June, it is on a limited and restrictive basis. See and read this info ************************************************************ You can copy and paste the link. We've made our position clear. We want our money back!! The April tour was cancelled and we have NO plans to go to Japan at any time in the future. YOU HAVE NO RIGHT TO KEEP OUR MONEY FOR A TOUR THAT NEVER HAPPENED! Your business practices are immoral and disingenuous! REFUND OUR MONEY BACK NOW! Will the BBB intervene now please and help us? All this going back and forth is obviously not doing anything to get our money back from these crooked tour operators! @Stunning Tours...DO THE RIGHT AND MORAL BUSINESS PRACTICE AND REFUND THE REST OF OUR DEPOSIT BACK TO US FOR THIS TOUR THAT WAS CANCELLED! HOW CAN THERE BE A PENALTY FOR A TOUR THAT WAS CANCELLED OUTRIGHT? YOU ARE STEALING OUR HARD EARNED MONEY! Consumer Response /* (-5, 12, 2022/05/25) */ This is the link that everyone, Stunning Tours and the BBB needs to read! **************************************************** This can be copied and pasted to a browser...tours to Japan at any time over the next year has too many restrictions!! WE WANT OUR MONEY BACK NOW!!!

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a booking for a tour in ******** **** for two people and had paid the deposit of ***** (invoice *****************) in ******* ***** The trip was rescheduled twice due to COVID-19 and the last rescheduled date was for ******** ***** On September 17, 2021 I submitted a request to cancel my booking for a refund of my deposit minus the cancellation fee of $300/person. The refund was to be ***** total. On ********* *** ***** the travel agent acknowledged the request and stated that it was submitted to accounting and would be processed in 8-12 weeks. On December 16, 2021, I followed up as it had been 12 weeks and I had received no refund and no updates. The travel agent cc'd me on a follow-up email to accounting, but it has now been ** ***** and I still have no refund and no updates from accounting.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/01/25) */ Hi ****, Please send the cancellation form to **********************, I will help you check the status. Peter Consumer Response /* (3000, 7, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Accounting reached out to me to ask for my mailing address for a refund check, but as of today (2 weeks later) I haven't heard anything more nor have I received a check. Business Response /* (4000, 9, 2022/02/16) */ HI ****, Thanks for the update. I will communicate with out accountant and help you process the refund asap. Consumer Response /* (2000, 11, 2022/02/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund check was received and appears to have cleared

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a tour of ***** for ********* **** with Stunning Tours on *** ** **** and paid a deposit of ****** Obviously that was cancelled. Knowing that Travel Agencies were suffering, I left it on deposit for a ********* **** tour. COVID stopped that one as well. I filed out a form on **** *** **** and received an e-mail on ****** 6 that said it had been received and given to their accountant, ******. and I should have the refund in *** ****** On ********* ** I sent an e-mail to ****** (after reading complaints here) that because the charge was so long ago, I would need a check written and gave our new address (We moved on ********* *** I had resisted filing a complaint because I feel sorry for the travel industry and hope to travel again someday but it seems that those who complain here actually get their refund.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/11/08) */ Hi ****, I apologize for the delay. Due to the large amount of rescheduling/cancellation requests, our efficiency has been suffered. Please email your cancellation form to my email at **********************, and I will look into your case. Consumer Response /* (2000, 7, 2021/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They said they would look into it and I received an e-mail that said a check had been written and should be received by the end of the month.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2020 I booked a "fully refundable" trip with this company for travel in November 2021. Per their timeline, 2 months before departure, the flight itinerary will be released & 1 month before departure, the final documents with hotel information and tour guide contact will be released. Travel was scheduled to start in three weeks and I have not yet been able to get a response from them. If they have cancelled the reservation they have not confirmed that with me. I am assuming the trip will not be happening and am expecting a refund but haven't been able to get ahold of anyone to confirm or coordinate. Frustrating that a travel business isn't communicating but I fully expect the trip to not happen at this point due to the pandemic and Japan's currently closed borders. Understand that the pandemic has thrown everyone for a loop but not pleased that they've taken my money and aren't being forthcoming on the status of a refund.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/10/25) */ Hi ********, We have just started issuing refund to November clients. I couldn't find your booking with the email address or name you submitted. Please send you booking code(4 digit) or invoice number to [email protected] and I will look into your case. Consumer Response /* (3000, 7, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made this claim using the name and email address used to book the trip. Separately I finally got a response from their team who claims to be in the process of issuing a refund but I have yet to see a refund post and will not consider this issue closed until that happens. Business Response /* (4000, 9, 2021/11/15) */ HI ********, After checking with my colleagues, I have found your reservation. We will issue the refund as soon as possible. As we mentioned before, you departure date is November 10th, it usually takes 4-6 week for the funds to return to your account. We are trying our best to catch up with the big amount of rescheduling/refund requests for our valued customers.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have purchased in January of 2019 a ***** Tour, scheduled for April 2020. Due to Covid-19, the tour was canceled. Stunning Tours is holding ***** of our deposit. In July 2021 we have decided to cancel the service and request our deposit. We have fill out a cancellation form that was submitted to the agency in August 2021. The email from the agency assured us that the information is forwarded to the accounting and that we will receive reimbursement of ***** within 3-4 weeks. It has been 8 weeks, and we have not received anything. After numerous calls that were not answered, and weekly emails that were not answered, we don't know what to expect. Please help us resolve this issue.

  Business response

  07/14/2022

  Business Response /* (1000, 6, 2021/10/19) */ Hi *****, Sorry for the inconvenience. Due to the large amount of rescheduling/canceling requests, our efficiency is substantially compromised. Please forward the cancellation form to **********************, I will issue the refund asap. ***** Consumer Response /* (3000, 8, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stunning Tours are asking to email them the Cancellation Form so they can issue a refund. The Cancellation Form was forwarded to them on August 17, 2021 and they never got back to me. This is just a delay tactics. They should already issue the refund. Sincerely ***** ******* Business Response /* (4000, 10, 2021/11/02) */ Hi *****, The check was issued on Oct 28th and will be delivered this week, please see image attached. Consumer Response /* (2000, 12, 2021/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a tour for my daughter-in law and myself to take a trip to Italy CONFIRMED BOOKING Jewels of Italy (Summer, 7 Days) ID: XXXXXX 6 Jun, XXXX - XX **** ***** the trip was cancelled due to covid I was issued a credit but asked for a refund as I will not be going out of the country because of covid and health issues. I have contacted them many times and they keep saying they are working on it. I need my money back I am on a fixed income and need my money. They offer other trips but there is nothing they offer that I want to take. I just want a refund.

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2021/09/07) */ Hi ********, if you have a cancellation form, please send to me and I will issue the refund for you. If you don't, please send an email to me and send me your booking code or invoice number. My email is ********************** Consumer Response /* (2000, 7, 2021/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive a full refund

*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. ↩