Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/09/2025

  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.

  We were required to book a stay at the ***************** in ******, ****** through this agency, as they are apparently their exclusive booking provider. To make a very long, unpleasant story short: this company is utterly incompetent or otherwise unable to manage their bookings in a professional manner. Among the problems we had: company representatives promising to follow up to provide booking confirmations then not doing so, providing booking confirmations with another customers' information at a completely different resort, replying to the email we sent about that issue, WITH the other party's name STILL IN THE SUBJECT LINE, claiming that they had sent us the correct information. Utterly absurd. We gave up and re-booked elsewhere lest this "travel agency" completely destroy our vacation itinerary.

  

  Business Response

  Date: 03/25/2025

                                                                                                                                                       03/25/25
  Good afternoon:
  Mr. ******* purchased with our company Vacation Store of Miami, a vacation package for 2 adults for a five-night stay, at ************************, in ******, ******.
  On January 13th,2025, the reservation was confirmed, and we sent to the Client the confirmation Invoice, that also says: ALL PACKAGES ARE NON-REFUNDABLE.,for the total amount of
  $ ******* and we sent to the Client the hotel voucher needed to present it to the resort at check-in.
  On January 23rd, 2025,the Client reconfirmed they were still travelling, and we proceed to charge his credit card for the booking.
  On February 16th, 2025,the Client requested to change the travel dates, and the hotel kept for the new dates the same confirmation number he gave us from the initial travel date.
  On February 24th, 2025,we sent the Client the new hotel voucher with the updated dates.
  On February 26th, 2025,two days after we sent the new hotel voucher, the Client said he didnt receive the updated voucher with the new dates and canceled the booking.
  This is a non-refundable booking and under the hotels policy we must pay them in advance for bookings and the hotel wont give us back a refund because the hotels representative, told us the passengers were no show at check-in.
  Please, open the attachment to see the documents about this reservation.
  We are sorry if there were any misunderstanding or the Client couldnt find our e-mail we sent with the new voucher with the updated travel dates, in that case he had the opportunity to call our Agency and to talk with another Sale Agent and even to ask for our General Manager to clarify anything about his booking.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23040902
  
  I am rejecting this response because: the "updated" travel voucher we were sent is attached.  It is for a completely different party at a completely different resort.  Despite ***eated contacts with the company to get the correct information, it was never sent to us.  Clearly we could not travel without the correct information, potentially arriving at the resort without a confirmed reservation.  The situation is so ridiculous that the company *** literally responded to our email, leaving the prior subject line intact with the INCORRECTD party information (email with headers attached).

  Instead of taking 5 minutes to deal with this situation and get the correct travel information to us, they now get to spend hours responding to BBB complaints and credit card disputes.  Completely incompetent organization.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/14/2025

                                                                                                                           04/14/25
  Good morning:
  From all the documents we attached previously regarding this complaint, we attached again the e-mail we sent the Client on February 24th,2025, with the new hotel voucher and the updated dates. We have no idea why the client says he did not receive this e-mail. Could be that maybe it went directly to his junk mail, or it was erased by mistake?
  
  This is a non-refundable booking and under the hotels policy we must pay them in advance for bookings and the hotel wont give us back a refund because the hotels representative, told us the passengers were no show at check-in.
  
  On February 26th, 2025,two days after we sent the new hotel voucher, the Client said he didnt receive the updated voucher with the new dates and canceled the booking.
  
  We are sorry if there were any misunderstanding or the Client couldnt find our e-mail we sent with the new voucher with the updated travel dates, in that case he had the opportunity to call our Agency and even to talk with another Sale Agent or to ask to talk with our General Manager to clarify anything about his booking.
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23040902
  
  I am rejecting this response because: we never received the email the business claims they sent.  We only received the email with the incorrect information, and one follow-up email denying that they had ever sent incorrect information.  Also, in 2+ attempts to contact by telephone to resolve the situation I was never able to get anyone on the phone.  Since time was running out on our flight departures, we had no choice but to TAKE ACTION and rebook elsewhere.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/15/2025

                                                                                                                           04/15/25
  Good morning:
  On February 24th,2025, at 4:50 pm, we sent to the Client the new hotel voucher and the updated dates. We have no idea why the client says he did not receive this e-mail.Could be maybe it went directly to his junk mail, or it was erased by mistake?

  From all the documents we attached previously, regarding this complaint, we attached again this e-mail we sent the Client.
  
  On February 26th, 2025, two days after we sent the new hotel voucher, the Client said he didnt receive the updated voucher with the new dates and canceled the booking.
  
  We are sorry if there were any misunderstanding when the Client received a wrong e-mail, but we did send the correct one and if the Client couldnt find our e-mail we sent with the new voucher with the updated travel dates, still had the opportunity to call our Agency and ask to talk with another Sale Agent or with our General Manager to clarify anything about his booking.
  
  This is a non-refundable booking and under the hotels policy we must pay them in advance for bookings and the hotel wont give us back a refund because the hotels representative told us the passengers were no show at check-in.

  
  

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23040902
  
  I am rejecting this response because: business just keeps repeating the same unacceptable answer, which also happens to be a lie.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/11/2025

  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.

  Booked a trip for my parents **** and ****** ***** to Dreams ***** ********** for seven nights on ******** 11, 2024. The travel dates were January 15 - January 22, 2025. They received a confirmation email after booking. On January 15th upon check in they were notified that there was no reservation under their name. The hotel called Vacation Store Miami and spoke to ******* ***** and they said they have no idea what happened and can not figure out how the reservation had been cancelled. After several hours on the phone back and forth the hotel advised them to book a one night stay on Expedia until the issue was resolved because my parents had no where to stay the night.The next morning my parents were advised by Vacation Store Miami that their trip was refunded for the amount they purchased it for but nothing they can do to rebook their stay. Then the resort informs us all the rooms are booked and my parents have no where to stay. I had to beg the manager to let them sleep on the couch in our room ( my husband and I travelled with our two children) and they said fine but had to charge us the hotel rate of 400USD per person per night. (800 x 6 nights) We had no choice but to pay $4800 usd as well as the $523 usd for the first night booked for my parents to stay at the resort because of Vacation Store Miami's "mistake". The original amount through Vacation Store Miami was $2954 usd. My parents spent $5323 usd having to rebook everything through the hotel and that is not even getting their own room, that is with the hotel allowing them to sleep on our sofa. The total I am asking to be reimbursed is $2369 usd for their admitted mistake. I have receipts and emails for everything. They need to held accoutable for this.

  

  Business Response

  Date: 02/26/2025

  Dear Mrs. *********** sincerely apologize for the inconvenience of the situation that occurred with your parents booking. Unfortunately, there was a mapping problem with the system.
  On November 20th, 2024, through our company they booked 7 nights at ************************* in **********, ****************** in the Junior Suite partial Ocean View room category, for a total of $ *******
  On January 15th, 2025, when they arrived at the hotel, their reservation was not active in the system. They immediately called us, and we urgently began to resolve the situation with the hotels representative.
  That first night the hotel did not have the same room available, and your parents booked the room for that first night only through the hotel.
  That same day they arrived        ,we told them by phone we confirmed that the hotel offered them the rest of the 6 nights in the same room category that your parents requested, but your parents told us they decided to continue the rest of the nights together with you because your room had much more amenities and space because it was of a much higher category and more expensive than the ones they reserved.
  Due to your parents' decision not to continue the remaining 6 nights of their booking with another room category they booked through us and choosing to stay in your room instead, our company decided to fully refund their money for the total amount of $ ******* for the 7-night booking, which was effective through the check issued on January 16, 2025
  We did our best and we could resolve the problem directly with the hotel and we gave back to your parents the complete money they paid for the booking through us.
  

  Note: The previous response we sent it on 02/18/25 and for an inexplicable technical difficulty on this website, we didn't realize did not go through, please accept our apology.

   

  

  Business Response

  Date: 02/26/2025

  Another attachment for this case.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22927070
  
  I am rejecting this response because: It does not include a refund for the additional cost we had to pay to stay at the hotel.  I am not disputing the refund from Vacation Store Miami, I am asking for a reimbursement for the additional amount we had to pay to stay at the hotel with their rates becuase they "accidentaly" cancelled the stay.  This was a mistake on Vacation Store Miami and they need to be held responsible.  They offered us a "voucher" for their mistake but have seen no amount owed to us.  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 02/28/2025

  Dear Mrs. *********** sincerely apologize for the inconvenience of the situation that occurred with your parents booking. Unfortunately, there was a mapping problem with the system.
  On November 20th, 2024, through our company they booked 7 nights at ************************* in **********, ****************** in the Junior Suite partial Ocean View room category, for a total of $ *******
  On January 15th, 2025, when they arrived at the hotel, their reservation was not active in the system. They immediately called us, and we urgently began to resolve the situation with the hotels representative.
  That first night the hotel did not have the same room available, and your parents booked the room for that first night only through the hotel.
  That same day they arrived,we told them by phone we confirmed that the hotel offered them the rest of the 6 nights in the same room category that your parents requested, but your parents told us they decided to continue the rest of the nights together with you because your room had much more amenities and space because it was of a much higher category and more expensive than the ones they reserved.
  Due to your parents' decision not to continue the remaining 6 nights of their booking with another room category they booked through us and choosing to stay in your room instead, our company decided to fully refund their money for the total amount of $ ******* for the 7-night booking, which was effective through the check issued on January 16, 2025
  We did our best and we could resolve the problem directly with the hotel and we gave back to your parents the complete money they paid for the booking through us.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22927070
  
  I am rejecting this response because: The comments made are completely false and I can prove it.  Vacation Store Miami nor the Hotel were able to resolve the problem.  On the day of arrival my parents were sitting with reservations for 3 hours trying to figure out why their resevation was cancelled.  They advised my parents to book one night until the following day to resolve the issue as it was getting late and we were running out of options.  That cost $750 CAD.  The following morning the hotel DID NOT confirm that they would provide my parents the remaining six nights because they were FULLY BOOKED.  That is a fact that can be confirmed.  We were sitting there crying because my parents had NO ROOM and no where to go.  So the manager named ********* came and sat us down and said "Because this was a situation that was not your fault and our of your control we will allow your parents to stay in your room and sleep on the couch even though the capactiy is 4 pax. (Again, something I can confirm) HOWEVER she said you have to pay the rate of the hotel which was $400USD per person per night.  That is why we want a reimbursment amount in what I requested because the situation was completely out of our control and at the fault of Vacation Store Miami which they need to take full accountability for.  My parents did not DECIDE to stay in our room because that is not something they allow, the manager had to make an exception because of the mistake that was made by Vacation Store Miami.  All of this can be confirmed by the hotel and by management at the Preferred Desk.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/03/2025

  Good afternoon Mrs. *************** to your parents' decision not to continue the remaining 6 nights of their booking with another room category they booked through us and choosing to stay in your room instead, our company decided to fully refund their money to the same credit card ending on **** **** **** 1327, for the total amount of $ ******* for the 7-night booking, which was effective through the ARC Check document # ************* issued on January 16, 2025. Please, see it in one of our attachments we sent previously. 

  That's mean our company is not in charge, we are not responsible for any extra expenses they have incurred in the hotel. 

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22927070
  
  I am rejecting this response because: Yes it is your responsibility to reimburse us the amount of $2390 USD because YOUR company was fully responsible for accidentaly cancelling the booking and having to rebook through the hotel cost us that amount of a difference from your refunded amount.  You are accountable for cancelling the reservation.  You are responsible for the amount we had to pay extra to book through the hotel.  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/07/2025

  Good afternoon Mrs. **************** style="font-size: 0.875rem;">Due to your parents' decision not to continue the remaining 6 nights of their booking with the room category they booked through us and choosing to stay in your room instead, our company decided to fully refund their money to the same credit card ending on **** **** **** 1327, for the total amount of $ ******* for the 7-night booking, which was effective through the ARC Check document # ************* issued on January 16, 2025. Please, see it in one of our attachments we sent previously. 

  That's mean our company is not in charge, we are not responsible for any extra expenses they have incurred in the hotel. 

  This is our company's decision and final conclusion on this case.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22927070
  
  I am rejecting this response because:You are 100% responsible because you 'accidentally' cancelled the reservation.  That is not holding yourself accountable.  I have emails from you saying "our deepest apologies" taking full accountability for your mistake.  You need to refund us the amount requested or this will not stop.  You ruined our trip and cost us thousands of extra dollars we didn't anticipate spending because you made a mistake.  You are a customer service based company and this is not how you handle mistakes on your part.  We do not accept your 'deepest apologies' noted in your email and would like a refund of the amount we had to pay extra.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/17/2025

  Type:Sales and Advertising 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.

  This company has a website making it look like they are the Catalonia royal Tulum resort. I booked through the website thinking I was booking directly through the resort and not through a third party website. They are scamming people and charging more than the resort charges to book. I was supposed to have transportation from the airport to the hotel set up through them and they did not complete the booking. I ended up having to spend a lot of money on a car rental to safely get to the hotel. They need to be shut down as to not scam more people

  

  Business Response

  Date: 01/21/2025

  Good afternoon, **** *******:
  Regretting this misunderstanding, we would like to say that we are a legitimate company that has been in business for more than 30 years.
  Our company name appears on the web site that the clients decide to use to make the bookings. In addition to this,as soon as we receive a reservation, all our confirmation and response emails and phone calls are well identified with the name of our company, address and phone numbers and in this case a confirmation email was sent on October 30th,2024, and after that we send you the hotel only voucher needed to present it to the resort at check-in date. Please, open the attachment to see some documents about this reservation.
  We apologize for the miscommunication and not processing in advance your request to include the round-trip transfers in your booking, which we never charged to your credit card for those services and on January 17th, 2025, we offered you a complimentary transfer out services, but you did not send us the departing airline and flight number.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22827617
  
  I am rejecting this response because:

  I provided my return information twice. I confirmed the transportation a day prior to arrival as well. I do not need transportation for my return flight because I had to rent a car when you did not set up my transfer. You are a scummy company and should not be misleading people by making websites that look like they are the direct resort website. On the website the lettering stating it is vacation store Miami is tiny and easy to miss. This is why you have so many complaints and horrible reviews. I feel sorry for you that tricking people is the only way to get people to want to book through your company.
  
  

• Initial Complaint

  Date:11/04/2024

  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.

  I just booked the hotel the information i put in was 2 adults 2 kids and after i payed you guys saying adults only

  

  Business Response

  Date: 11/05/2024

  Good morning Mrs. ******************* document we attached has the same information as the attachment you sent in your complaint, and anyone can see the room you requested it says: "JUNIOR SUITE SWIM UP ADULTS ONLY" and that means that room category does not allow children, therefore we could not process your booking, even you can see the rate per adult is $ ****** so the grand total for 2 adults in that room category is $ 1098.00

  We need to clarify everything in that document is a general information about your request for a booking online and the reservation number # ****** was the control ID for us, to fallow your online booking, and that number does not mean the hotel reservation number.  

  We could not process your booking with the hotel, and we never charged you, and never you paid for that room category. 

   

• Initial Complaint

  Date:07/27/2024

  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.

  I tried calling about 9 times and emailed the travel agent ******************************, and there has been no response to change my existing reservation. As of to date, I was supposed to visit the ***********, *******, ***************, ***************** suites, but I contacted covid and I needed to reschedule. I have not got a response.

  

  Business Response

  Date: 08/15/2024

  A vacation package was purchased by the Client: *************************** with our company, Vacation Store of Miami, for a five-night stay, at Iberostar Selection ****************************************, in ***********, *******.
  On April 16th, 2024,the reservation was confirmed, and we sent to ***************** the confirmation Invoice, that also says: ALL PACKAGES ARE NON-REFUNDABLE., for the total amount of $ ******* and we sent to the Client the hotel voucher needed to present it to the resort at check-in.
  On July 26th, 2024, the same day the Client was supposed to check-in at the hotel, sent us an e-mail through ********************************, that the Client ***************** couldnt travel because she contracted Covid and requested to travel new dates in July 2025.
  On July 29th, 30th,31st and August 7th, 2024, we contacted the Client several times, asking for more information and prove of being sick with *****, to send to the hotel, for them to accept to change the travel dates, even on July 29th,2024,  we spoke by phone with the Client and she was irritated, disrespectful and hung up on *************************, our Sale Representative.
  Attached is all correspondence sent to the client ***************** or on behalf of ******************************** and based on that we do not understand how ***************** says she did not receive any response from us.
  Take in mind that under the hotel policy, after our company paid in advance to them for this booking, the hotel wont give us any refund if the Client did not travel for any reason, therefore,will be an exception if the hotel accepts to change the travel dates. We are still waiting for the Clients prove of Covid and the hotels final decision.
  If you require further information, please do not hesitate to contact us.

• Initial Complaint

  Date:01/30/2024

  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.

  On August 23, 2023, I booked a reservation at ************************* in ******* for 2 rooms, 5 adults, March ****, ****. I received an invoice for $6714. On September 6, 2023, the room prices lowered by approximately $400 and the new invoice price was $6312. On November 24, 2023, the room prices on their website were reduced approximately $1200. My travel contact, *********************, emailed the hotel and the hotel authorized the lower rate. I requested an updated invoice but never received one. On January 30, ****, the travel agent is saying the hotel did not authorize the rate and the invoice is $6240 despite having all the emails and previous invoices documenting the exchange. ***** said the best she can do on the price now is $5928, giving me a 5% discount and her not getting any commission. This is very shady business practices and I'm not convinced I actually have a reservation even though I'm being charged for one. I would like BBB to help recover the additional saving that the Vacation Store Miami is withholding. Thanks you.***********************

  Customer Answer

  Date: 01/31/2024

  Please withdraw my compliant. The issue has been satisfactorily resolved with the Vacation Store Miami and they solved the issue in a very professional manner with a positive outcome. No further action is required. 

  Please inform the Vacation Store Miami of the withdrawal and positive resolution. 

  Thank you,

  **********;

  

  Business Response

  Date: 02/01/2024

   

  Please, open the attachment.

  ********'s complaint resolved.

  
  

• Initial Complaint

  Date:01/02/2024

  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.

  This agency operates a website that misleads clients into believing they are directly engaging with the ************* hotel (www.***********.com), constituting false representation. Additionally, despite presenting all available options (such as selecting a sea view room without difficulty), clients are later informed that this option is unfortunately unavailable, when in reality, it was never an option. This conduct represents another form of false representation.When attempting to verify my reservation on the hotel's official website two days prior to my departure, prompted by the numerous complaints registered with the Better Business Bureau regarding MiamiVacationStore and their deceptive practices, the hotel conveyed that no reservation existed under my name or matched the agency-provided reservation number.Starting from December 22nd, I spent the subsequent two days attempting to contact the agency, to no avail. It appeared that all employees were on vacation, resulting in no available service or response despite multiple attempts made via their general email, the Travel Agent's address, the hotel's website, and H10's booking site, the hotel's owner. Consequently, my family's celebration on December 24th was compromised due to concerns about the viability of my trip. After numerous international calls, incurring unnecessary expenses, I finally reached the hotel, only to discover that MiamiVacationStore had erroneously reserved under the name *** instead of *********************. This situation epitomizes gross incompetence, at best. Upon arrival at the site, none of the requests I had made to the agency were honored. Despite requesting a quiet room, I was assigned a room directly facing the pool's sound system, emitting music at 125 decibels for eight hours daily. Furthermore, several activities advertised on their deceptive hotel website were non-existent upon arrival. Consequently, these vacation experiences, owing to misinformation, proved to be extremely unpleasant.

  

  Business Response

  Date: 01/03/2024

  
  **************:
  Regretting this misunderstanding, we would like to express that we are a legitimate company that has been in business for more than 30 years.
  Our company in Miami, ***, represents many hotels websites, under those hotels authorizations due to annual contracts,and our name appears in those web sites that the clients decide to use to make the bookings. In addition to this, as soon as we receive a reservation all our confirmations and response emails are well identified with the name of our company.
  On December 1st, 2023 you requested a booking for 6 night stay at ************* Resort in **********, in the room category: Jr.Suite Ocean View. To reconfirm instantly the Hotels availability, our Travel Agent, who took care of your booking, she double checked with the hotel and told you, that room category was not available at that moment and offered you another 3 different possibilities and you decided to book Jr.Suite Garden el Beso Adults Only and that was the room you received at the Hotel, also the Travel Agent sent you a confirmation Invoice with your complete name and after that she sent you as well the attached Hotel Voucher with your complete name and Confirmation# to present it at the Resort at check-in. We are sorry, when you contacted the Hotel, somebody there told you,your name was misspelling, but it was not from us, we prepared and you received all documents correctly.
  Finally, when you couldnt find your reservation on the Hotels site, on December 26th, 2023 the Travel Agent explained to you, the correct way was to call directly to the Hotel, with your confirmation# ********.
  We apologize for all the inconveniences, We do answer the high volume of calls and take care of the customers and our goal is to provide the best possible services to our clients.
  Please, see the attached documents.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21083443
  
  I am rejecting this response because:

  They replied to me on December 26th! So helpful! By that time, I had panicked for two days, solved all the problems by myself without any help, spent my money on international calls, ruined my Christmas, taken a flight without being certain of having a reservation since the one awaiting me wasn't even under my name, and most importantly, I WAS ALREADY AT THE RESORT!"

  Are you kidding me???"It's rubbing salt into the wound...

  And most importantly, I had only one request to convey during the booking, which was to have a quiet room, clearly never communicated, and it spoiled my week.

  A legitimate business? Sure! That's probably why you create websites that make customers, who would have never deal with you in the first place, believe they're dealing with the hotel. That's a scam, period. Given the number of similar complaints to mine, I'm definitely not alone in thinking this. And being a legitimate business clearly doesn't prevent incompetence. Making a reservation and getting the NAME wrong!!! Niiiiice job!

   

  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:07/14/2023

  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.

  Booked hotel room for resort in Puerto ******** for two. Called hotel two weeks before to confirm and they said I did not have a reservation. Called company multiple times where I would just get hung up on before someone finally stayed on the line with me and told me that they had canceled my reservation. I requested to change dates and rebook and was told I would be charged $1569 instead of $1246. for their mistake. Woman on phone was very rude and I asked to speak with a supervisor. I requested a match to my original price and she kept putting me on hold only to come back and just tell me no. Also asked for excursion vouchers and was denied. After I let her know about the unacceptably of the situation she began yelling at me and telling me to hang up if I wasnt going to buy anything. Had to rebook flights with airlines which was another hassle.

  

  Business Response

  Date: 07/17/2023

  
  Good morning *************:
  We are sorry to hear that, but the attached documents show on May 30th, 2023 we received from you the online request form to book a room for 7 nights in ****************************** Resort, in ******, which includes your e-mail that is exactly the same one we used to communicate and sent all information to you, that same day we requested your booking to the hotel and on June 2nd we did receive from them your confirmation number# ******.
  We never offer or include in advance excursions to the clients, we cant provide that service. All clients need to buy any excursions they like, through the hotels or any other transfer companies which provide those services as well.
  When you called us by phone requesting to change your booking date, we offered you a new price that we couldnt match with the initial rate because the hotel increased the rate for those new dates you requested. All hotels at any time are free to increase their rates in relation to their inventory and sales level.
  On June 16th, 2023 was sent to you another e-mail asking you to reconfirm your trip to avoid to cancel your booking and we did not received any answer from you, so unfortunately we had to cancel your reservation to avoid any hotels penalty for a no show.
  We apologize for all the inconveniences, our goal is to provide the best possible services to our clients.

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called regarding, changing the reservation that was booked the woman flat refused to change it and I explained that the person doesn't have her passport to travel. They were rude and told me that I signed a contract when I never did, and I asked them for proof and then they got irate with me. I want a refund for the person that is not traveling.

  

  Business Response

  Date: 03/13/2023

  
  ***************** booked quadruple occupancy,called to cancel 2 of the guest within 14 days from day of arrival.
  They were informed we were in full penalty with the resort as our contract. Any changes or cancellations within 14 days from day of arrival are non-refundable.
  
  ******************, one of the mothers called very upset because her child didnt get her passport in time to travel. She didnt purchase travel protection and didnt accept the policy of the resort.
  
  We contacted the sales office of the resort to get a waiver to change the reservation from 4 guest to 2 guest for ***************** and party, after getting the authorization we changed their booking to double occupancy and give them back the rate difference.

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Vacation Store made it appear as if they were the resort I was in contact with. I booked a Swim Out room with them, received confirmation, then it was told they are not available and I had to pay extra for a "Presidential Suite" on February 7th. I agreed, and received confirmation of my reservation (attached). Later, I emailed the Vacation Store to confirm they received requested COVID paperwork that was due before travel occurred. There was no defined due date or requirement to send back said paperwork. They claim they did not and cancelled my reservation without any notice or notification either via phone or email. I still have confirmation that they charged my card and placed the reservation, but they claim they cancelled it and to get it back I would have to pay at least $1,000 more for the same room I already booked. This has the hallmarks of being some sort of scam. I demand delivery of my original reservation at the price quoted per the confirmation email provided by the Vacation Store.

  

  Business Response

  Date: 03/13/2023

  
  ****************** booked a room category that unfortunately was not available, we offered another option and he took it, we send him and invoice confirmation on Feb 7th  and  the discharge letter he needed to signed and send back to guaranteed the booking, we sent a 2nd email on Feb 8th to remind him and still we didnt received the discharge letter signed by the client and this reservation got automatically cancelled. On Feb 23 he send us an email but the rate of the same room category had already changed. He was very upset and didnt want that room we offered him before.