Complaints

This profile includes complaints for Pleasant Holidays, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pleasant Holidays, LLC

  2404 Townsgate Rd. Westlake Village, CA 91361-2505

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  Pleasant Holidays

  2440 Hotel Circle North Suite 240 San Diego, CA 92108

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  Pleasant Holidays, LLC

  2270 Kalakaua Ave Ste #1700 Honolulu, HI 96815

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  Pleasant Holidays, LLC

  2404 Townsgate Rd Westlake Village, CA 91361

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  Pleasant Holidays, LLC

  1600 Kapiolani Blvd Ste 1700 Honolulu, HI 96814-3804

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:11/01/2022

  Type:Billing 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.

  My wife and I travelled to Europe this summer, June 7th thru July 7th 2022. Our travel was booked with Pleasant Holidays, through AAA Travel (Res #2202470). We insured this travel when booking with Pleasant Holidays. At the top of the page 2 it stated, “Cancel for any reason-cash back purchased.”
  On June 25th I went on the Lufthansa website to check our flights for the next day (June 26th) only to find that the flight had been cancelled. I then contacted the airline to find out what the situation was and how could we fix it so we could continue our trip to Munich. They told me, since the flight was booked through Pleasant Holidays, I would have to contact them. They also stated that Pleasant Holidays was notified of the cancellation. I then contacted my travel agent at AAA to help me get this fixed. The AAA agent, through Pleasant Holidays, rebooked the flight, but I had to pay $1015.00 for the new tickets which would leave June 27th, same flight number and time but a day later. At the time we were staying at a Hotel in France, which was also booked through Pleasant Holidays. The hotel was nice enough to book us for an additional night at a reduced rate, but we had to move to a different room and I had to pay $933.50.
  I am out of pocket a total of $1948.50.
  The whole reason our itinerary was prepared and booked through Pleasant Holidays, and insured, was to make sure this kind of thing was taken care of. Pleasant Holidays totally dropped the ball on this. This was very stressful for both my wife and myself. Putting that aside all I requested was reimbursement for my out of pocket costs of $1948.50. What do I get? Two checks totaling $607.50. This doesn’t even cover the cost of the extra night I had to spend for the hotel.

  Business Response

  Date: 11/01/2022

  The Cancel for Any Reason Protection Plan that was purchased is for full cancellation only. However, there is additional coverage for in-destination coverage for trip delay and interruption. The passengers should continue filing a claim with Trip Mate for any cost incurred for the cancellation of Lufthansa flights as well as the additional hotel night. However, please note that as the evidence of coverage states, there are maximum coverages allowable.

  Customer Answer

  Date: 11/01/2022

  
  
  
  
  I am rejecting this response because:

  
  
  
  
  Regards,
  
  
  
  T**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  it is Pleasant Holidays responsibility to make sure my travel itinerary is adjusted when their is a change made because of no fault by me. Pleasant Holidays should have rescheduled this flight when notified by the airline. I shouldn’t have to pay twice for my flight which was scheduled by Pleasant Holidays. I also shoulder’s have to pay twice for my nights accommodations either. What is the use of using a travel firm to book a trip if they don’t use their knowledge and experience to make sure my travel is stress fee. I would have been better off if I did it myself. Because Pleasant Holidays did the booking the airline and hotel wouldn’t let me make changes, it had to go through Pleasant Holidays. I shouldn’t have to pay twice for a product/service they were supposed to provide. If I am not reimbursed the out-of-pocket costs for the airfare and hotel I will have no other chose, but to seek the advise of a attorney. If it comes to that I will be also going for costs for anguish and stress my wife and I have incurred. I hope you are responsible and we can settle this as it should be by just reimbursement of the extra costs I incurred to continue my itinerary.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/01/2022

  The insurance you purchased, was utilized through Trip Mate. They determine coverage as stated on the evidence of coverage that was provided at the time of sale. You had 7 days to review coverage and decline if it didn’t fit your needs. We have been in touch with your travel agency advisor. While, we are not responsible for schedule changes, we advised we would be contacting her tomorrow with final resolution and to disregard our previous response to you via this channel. 

  Customer Answer

  Date: 11/02/2022

  
  
  
  
  I am rejecting this response because:I will accept nothing short of reimbursement of out-of-pocket cost, as outlined in my original complaint. It is not realistic that I have too pay twice for airline and hotel accommodations because Pleasant Holidays dropped the ball when a flight, they scheduled, was cancelled.
  
  
  
  Regards,
  
  
  
  T**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/30/2022

  Type:Product 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.

  Issue has been ongoing since I booked a cruise through AAA to Hawaii. The trip was cancelled due to the pandemic. I , in good faith rebooked the trip. At the time the covid protocols were still in effect. I requested, and was issued a partial refund in 2022. My question is where is the rest of my refund??? I have spent many hours trying to resolve this through AAA with no result. No one seems to give them an answer to this question. Please help me get an answer.
  
  Thank you, P****** *******

  Business Response

  Date: 09/06/2022

  This issue has been escalated by AAA to us, and we have escalated on our side. We are working with NCL and our Cruise Department team, to get this resolved asap. We will advise AAA as soon as we confirm refund, and get it processed. We apologize for delays due to pandemic induced work load, and labor resources across the nation.

  Customer Answer

  Date: 09/07/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17798385, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  P****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/22/2022

  Type:Billing 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 trip with a reduced $25/per night resort fee for four nights. Upon the conclusion of my trip the travel agency refuses to acknowledge such a reduced rate exists. As a result, I paid an additional $100 dollars in resort fee. I feel extremely defrauded. I booked through Pleasant Holidays specifically because of the promised reduced rate since but for the reduced fee, their prices were the same as other companies.

  Business Response

  Date: 08/22/2022

  The customer has an itinerary that clearly states the resort fee at the hotel is $50 per day plus tax. This is a hotel imposed fee that we have no control over. The hotel does not, currently and did not have a reduced resort fee. The customer contacted us on Friday, and we called the hotel to confirm they have no such promo. They declined to reduce her resort fees and refund the $100 as requested. We advised the customer that if she has anything in writing from us or the hotel, indicating that the fee was reduced to $25 per day we would honor that and discuss with the hotel. Also, it is important to note that the hotel does have terms and conditions that state all fees are subject to change. So, the rate could have in fact been higher. If the customer was concerned about the resort fee, they should have also contacted us prior to departure, after reading their itinerary, so we could have discussed with them prior to their trip and advised that no such promo existed. If the customer still has concerns, they should contact the property that charged her the resort fee, so she can discuss with them to see if they are willing to refund the credit card she supplied at check-in and was subsequently charged.

  Customer Answer

  Date: 08/22/2022

  
  
  
  
  I am rejecting this response because:

  
  
  I booked a $2300 trip. Why would I lie about an additional $100 if I was not certain of my case? My fellow traveler and I specifically booked with Pleasant Holidays because of the reduced resort fee and $50 activity credit. I overlooked the discrepancy on the itinerary but I fully recall the details of my reservation. The reduced rate was on my confirmation page at check out. I called Pleasant Holidays every single day while on vacation and at one point was on hold for over one hour. I would never put myself through such hassle on vacation over $100. However, I felt extremely defrauded as I was subjected to false advertisement.  A representative of Pleasant Holidays acknowledged my reduced resort fee and was confused why the hotel was not honoring the deal. She transferred me to another associate who claimed to be unaware of the deal. Additionally, I spoke to two associates at the Hilton who both recognized that it is common practice for travel agencies to provide a reduced resort rate and that they would gladly honor the rate if they receive a confirmation email from Pleasant Holidays. Lastly, a patron I met at the hotel, who also booked through Pleasant Holidays, was complaining about the same issue. Although I will not utilize Pleasant Holidays in the future, I will surely  take screenshots of all documentations going forward. Again, I was misled and defrauded by Pleasant Holidays and although the additional $100 charge is not crucial, it is the principle of the matter.

   

  Thank you for your time. Please share the message so others do not fall victim to the same fraudulent activity. 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/23/2022

  We have been in business for almost a half a century. We do not "defraud" customers. We regret the customer chooses not to send us the documentation that states there was a reduced resort fee. The resort does not have this on file nor do they show this was a promo they were offering. We have provided the customer remedies to resolve this and sadly, she refuses to comply. She can contact the resort directly to see if they will refund the $100 she is requesting. We did not charge the customer, therefore, we are unable to refund. If the customer has documentation that she would like to supply to us where it shows the reduced rate resort fee, we will gladly discuss with the property again to see if they will provide a refund to the customers card that was charged in-destination.

  Customer Answer

  Date: 08/23/2022

  
  
  
  
  I am rejecting this response because:

   

  The company never offered any remedies even after I called and was placed on hold and transferred from associate to associate, day after day, a countless number times. Rather, I asked them, if I go home and have anything saved on my laptop, can I send it over for review. The woman I spoke to on the phone said yes, I can send over any paper work, however, there is no guarantee they will accept it. Unfortunately, as I noted earlier, I foolishly trusted Pleasant Holidays and thus neglected to screenshot the deal I booked, which I will be doing going forward using another company. I called Hilton twice; both times they gladly agreed to honor the reduced fee and refund part of my charge if they received an email from Pleasant Holiday noting the promotion. I booked through Pleasant Holidays, not through Hilton. As a result, Hilton refused to recognize my Hilton honors points because we booked through a travel agency. This further illustrates that Pleasant Holidays can and does provide deals separate and apart from any Hilton programs. I am not the first customer to complain about this discrepancy, whether other customers take action or not, this seems to be a repeated issue. At this point, all I ask is a way to let other customers know to take precautions before book through Pleasant Holidays. 
  
  
  

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• Initial Complaint

  Date:08/16/2022

  Type:Product 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.

  Originally booked a Hawaii Norwegian Cruise Line trip on Pride of America for 4/11/2020 under reservation number 4*****54, cancelled by the cruise line in 2020 and 2021, rebooked under reservation 4******8 for 2022 but ultimately cancelled.
  
  Norwegian has advised that all funds have been refunded to Pleasant Holidays on their agency credit card ending in 7311:
  2 payments of $50
  1 payment of $2977.74
  1 payment of $2881.90
  
  Pleasant Holidays is still holding on to these refunds and has not delivered any to me, the customer, and rightful owner of this money. Have been unresponsive to inquiry through their website and through the AAA travel agent.

  Business Response

  Date: 08/23/2022

  This has been sent to our cruise department to see what if any remaining credits there are for this booking. We will advise asap and work with AAA, the customers travel agency, to rectify as possible.

  Customer Answer

  Date: 08/23/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17721739.

  I look forward to receiving the refund I am due.
  
  
  
  Regards,
  
  
  
  E***** *******