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:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged a higher price that was associated with a lesser down-payment. Once I realized I called and tried to rectify with my sales associate who was not helpful. When I finally got ahold of the person who stated that he was the manager after several calls ans voice messages he was less than helpful as well. When I asked to speak with his superior he said okay and ended the call. Later that day I called back was on hold for over 10 min, left my number for a scheduled return call still nothing. The following day i called back and now the young lady is telling me that I will receive an email from upper management soon, and that is THE ONLY way that I could interact with anyone. Nonetheless, it's now another 7 hours later and I still have not gotten my difference in amount nor any communication as promised

  

  Business Response

  Date: 06/13/2025

  Hi, each CruiseOne/Dream Vacations franchise is individually owned and operated and if the guest has a particular issue with a quote they received, they should go right to the individual agency, Cruises It in this case, but here is what they advised.

  The guest was quoted a lower price with a higher deposit.
  They then called back and requested a lower deposit.
  The travel agent ***** explained in detail what the new price would be and that it was higher with a lower deposit than it was previously with the higher deposit. 
  The guest wanted a higher deck to get close to the other cabin and the price increased slightly.
  The guest fully agreed to the higher price and booked in the same call.
  The amount they are disputing is the quote with the high deposit which she clearly stated she could not pay
  
  

   

  Customer Answer

  Date: 06/24/2025

  I was on the call with my sister and we both paid more than the required deposit.   I personally paid 1500.  Therefore the lower deposit was not an issue,  I  would not have knowingly agreed to pay a higher amount when I clearly had the money to cover what was required. 

  Customer Answer

  Date: 06/24/2025

  This is a screenshot of the price that I believed that I was paying. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23458049
  
  I am rejecting this response because:

   

  This is untrue, my sister and I were on the phone at the same time with the agent.  My sister is the one who needed the lower deposit amount, I paid $1500 when the special was for $25 pp.  I had more than enough to cover the amount, Why would I accept a higher payment when I could cover the amount owed.  
  
  Sincerely,
  
  ***** *******

   

   

  This is a copy of the original email thread:

   

  Hi Angel, 
  
  Thanks again for the call today.  I priced out cabins on the 8/9/25 Carnival Jubilee.  These rates include cruise fare for all guests in the cabin as well as all taxes and port fees.  The only costs not included are the gratuities.  
  
  
  
  
  Ocean View Balcony for two - $2018.00
  Ocean View Balcony for four - $2582.00
  
  
  Inside for two $1528.00
  
  
  
  
  If your group is interested in booking these, I can put cabins on hold and send a detailed quote for each cabin.  In order to do so, I would need guest's names and dates of birth as they appear on travel documents.  If you have any questions, feel free to contact me via email.  I will be out of the office until Monday but always keep up with my email. 
  
  
  
  
  -*****
  
  
  
  
  
  
  ******************

  Customer Answer

  Date: 06/25/2025

  Why would I agree to pay a higher amount.  I clearly had the amount to pay the deposit.  I have provided you a screenshot of the email where he to me how much it would cost, why was this not rectified?

  Clearly again I had the money and did not need the cheaper amount

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May ******* we spoke to Cruise One ,Cruises it. We spoke to agent ****** ********. We asked for ocean view balcony for 3. He quoted us and advised deposit needs to be within 48hrs. Our cost for the cruise $2224.31 and deposit of $750. We contacted them back 5-23 agreed to the cruise and paid the deposit. He sent us our invoice,attached. My sister's were then speaking to him Friday, 5-24 and was wanting a similar price. He then reached out to my husband and said he would give another discount for us,of which he took an additional $25 off. When my sister called *************** directly to view pricing and be linked to our booking(for dinners)and agent there said she saw we were booked for a ocean view and not balcony. When my husband contacted Cruise One,Cruises It, ****** said "I messed up" and advised we are booked for ocean view and not balcony. Cruise One ,Cruises it provided in writing our booking, our guaranteed ocean view balcony and the price. They are now saying we will have to pay more for a balcony, or be stuck with ocean view. I want them to honor the booking, what we asked for,what we agreed to and what we put the required deposit down on.

  

  Business Response

  Date: 05/29/2025

  Here is a summary of the situation:
  The guest was misquoted by the agent. Once this was identified, we took immediate action to rectify the issue by upgrading the guest to the originally quoted cabin, absorbing the price difference at the agencys expense.
  No additional funds were required from the guest.
  I have reviewed all recorded calls and did not find any indication that onboard credit was offered during the resolution of the cabin issue.
  The guest was informed  that no further payment would be required, and that remains the case.

  Customer Answer

  Date: 05/29/2025

   
  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,
  
  ******* And ****** Angle

• Initial Complaint

  Date:02/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ******, co-owner of ************ - a Franchise of Dream Vacations - has been responsible for booking various trips for clients, utilizing her agent discount to secure better deals. Several families have previously utilized her services without any issues so had no reason to question the legitimacy of what she was doing.**Clientele:**- Seven families, in addition to a fraternity.**The trips booked include:- A cruise for a multigenerational family vacation.- A 60th birthday celebration.- ********************* Spring Break of Penn State Students - Winter break vacations, with scheduled departures **tomorrow**.- **Financial Obligations:**- ***** owes the families a total amount per family ranging from **$800 to $42,000**.- **Current Stance:**- Dream Vacations corporate representatives have stated that they do not have the funds to cover these obligations and are not liable.-***** ****** has also asserted that she is unable to fulfill these financial commitments at the time.

  

  Business Response

  Date: 02/15/2025

  The Franchise Owner, ***** ****** is a franchise owner of Dream Vacations.  Our franchisees are independently owned and operated.  While they are licensed to use our trademark, they are responsible for all of the financial and customer interactions.  Once we found out she took payments via a cash app. from this customer, her franchise was shut down.  The client made a payment with franchisee ***** and her personal cash app. and Corporate Dream Vacations had no involvement and as stated, she, as the franchise owner is solely responsible for her customers financial and customer interactions.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22944771
  
  I am rejecting this response because:

  This is completely unacceptable. We only trusted this small business because it had a large company name supporting it. Dream Vacations was clearly listed on their website, their Instagram, their Contact Us form and even their email addresses.

  We have secured an attorney who will be representing the multiple families impacted by this, and will be holding Dream Vacations, responsible to achieve a resolution.

  There is also a Shame on ******** Story in the works that will publicly hold Dream Vacations accountable for not helping to fix this situation once it was identified for the families impacted.
  

  I urge you to reach out today to the families involved to offer your unwavering support in terms of a financial refund as the least you can do.  There have been additional hardships both financial and psychological incurred. The faster you come to a resolution you will stop further damages.

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

  

  Business Response

  Date: 02/18/2025

  Again, as stated prior.  The franchisee in question, Quest Queens was individually owned and operated.

  While they are licensed to use our trademark,they are responsible for all of the financial and customer interactions.  They bear all responsibility financially with the clients as payments were made directly from the clients to the franchisee via Zelle or Venmo and they never sent payments to any vendors.  Dream Vacations corporate was unaware of these actions and as soon as we found out we terminated the franchisee's agreement.  The client should go to the franchisee and seek to be made whole.

   

• Initial Complaint

  Date:04/24/2023

  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.

  Mid February we used them to book a cruise, airline, ground transport and hotels. They booked a Turkish Air flight for my cousin and me, with my shortened first name *** instead of ********. This will not be on my passport. They refuse to cancel the flight without signed waivers regarding their error, they agree we do not have a working relationship going forward and Turkish Air will not allow us to cancel the flight and refund the fare, though it is not til August 15, 2023. At this point we have no agent nor can we proceed on our own cancelling the flight, etc. We have been dealing with *************************** ***********, ************************************* Need help please.

  

  Business Response

  Date: 04/24/2023

  
  Please find below an overview in this matter, I will also be attaching some supporting documents - please let me if you need anything more.
  
  Points of Fact:
  On Feb 12 at 1:27pm ******** completed the booking form incorrectly with the name of *******************************. The question she had to answer was " Lead Traveler - Full name as it appears on your Passport
  On Feb 13 at 1:47 ********* completed the booking form correctly
  On Feb 14, ******* Airlines flights were secured at their request as they were the cheapest tickets available
  
  On April 10, I got involved via email as our previous conversations via the phone were being misunderstood and construed. We started our email correspondence, where it is documented that we tried to rectify this matter through many channels. ***** and I reached out several times to *******, to ******* Airlines and even to some number that were provided by the customer (which I believe were a scam)
  On April 19 ***** agreed to assist ******** by sending a check in the amount of her original flight cost for $1333.00 
  It took several emails back and forth with ******** to confirm her mailing address (as it was originally supplied to us incomplete) and she refused her ID for the first 5 email requests.
  After having her proper address and ID, On April 21 Both ******** and ********* were sent forms to start the cancellation procedure - they refused to sign.
  I spoke with ********* today (April 24, 2023 at 10am) on the phone. She informed me that they had purchased new flights on ***** Airlines and that she is expecting a refund on hers as well. I explained to her again (as listed in several other emails) and on the cancellation form, that there is no reason or cause for her to cancel her flights and that a refund or credit is not possible. This now leaves them out of pocket for *********'s fare should they cancel
  I reminded **************;again that flights are still current with ******* airlines and there is still space available for ******** on the same flight.
  The cancellation forms that were sent also included a section of termination of the client, explaining that all hotels, transfers and excursions would be cancelled and a full refund supplied by the operator. The cruise booking will be reverted back to the cruise company and the will be cancelled with no refund or credit for ********* and a good will gesture of $1333.00 was offered to *******
  This offer expires at 4:01pm today, Monday April 24, 2023
  Documents attached:
  A copy of the booking form completed by ******** (I have blacked out some information for privacy reasons) Should you need the original, it is available.
  A copy of what the cancellation forms required for each
  Please let me know if you require anything else. Our next steps, if needed, will be to proceed with a lawyer and remove the offer of $1333.00.
  
  Thank you
  

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19967081
  
  I am rejecting this response because: The Dream Vacations has indicated there MIGHT have been availability for me to fly on the plane with my cousin.  The booking forms indicated we were traveling together and the risk of flying to ****** alone was not acceptable.  Hence, THEN we booked on another airline after learning this.  Again, the agent needs to cancel the hotels with a full refund, since they won't t communicate directly with us.  Same for the airlines. 
  
  Sincerely,
  
  *****************************************