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:08/11/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 won a 3 night package from a travel agent. I had to pay taxes and fees. When I go on the website to book a room, the green available dates are not available once I click on them. Why are the dates green if you cant book them?

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction was on may 30th, information was not given stating that only certain days would be available. It was made that once you paid you would be able to reserve on the day you wanted. I only needed it for June *****th and I stated that twice to the representative. I was told I would be able to get a refund and still have not received it . I paid 175$ and *** not able to use it and stated that to them and was told I would be refunded no one has reached out or anything . Each representative says the same thing

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 had purchased 2 vacations at first we went on the first ..went to book 2nd ( **********) and the spot was filled already so we decided on another ..we were okayed and booked for July 22 to July 25(Vegas) . I then received a email that told me I had to book my new Mexico trip within 2 hours or I would lose it ..I tried to no avail to get help and for hours and additional attempts nothing.. they told me I owed ****** for that trip ..I tried to get help about all that was going on ..there's not even a phone number to anyone human just chat rooms ... shortly after I paid for my 1st to trips..I received a phone call and was offered another 2 trips for just hotel taxes ECT ...so I jumped on that as well ..only to find out today I was told by a chat room that I didn't have the 2nd 2 trips secured ..that I would have to pay the ******.. for the new Mexico trip and had to book it now or lose it.... so I have no idea what there doing but I can't afford to pay them again. For something I already paid for..and what was really strange is they wrote down my email wrong and I couldn't get into the portal they had and had gotten into I was so upset with them ....this was awhile ago ..I feel they are just not a good company and pray on who ever will give them money i have so many little charge cards to keep me living month to month. And this was a time ago I excepted there second offer ..only to find out they say I only had 1 offer

• Initial Complaint

  Date:06/03/2025

  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.

  I was told I had to pay the taxes for the free trip I was given (the other company will also get a complaint), the payment was $400 & change. It was the 2nd $400 I had to pay between this company and th company that gave me the free trip. I couldnt but was allowed to break the payment up over several months. Theyre not taking it in months, theyre taking it weekly which was NOT discussed. I stopped payment after the 2nd payment of $100 some got taken out within 2 weeks. AND NOW THEYVE SENT ME TO A COLLECTIONS AGENCY. Ive messaged several times back when they attempted my 3rd payment in 3 weeks. There is no phone number to get an explanation and collections within a MONTH?!?! For something they didnt explain? Im ready for a class action suit if a lawyer will take it. I want evidence of where they said my payment would be taken weekly AND GET RID OF THE COLLECTION AGENCY. I was not told itd be taken out every 7 days.

  Business Response

  Date: 07/01/2025

   

  Mrs. *******,

  Thank you for bringing this concern to our attention. We take customer satisfaction and transparency very seriously. We are currently reviewing this customers file to verify the source of the charge, the terms they were shown at checkout, and the frequency of the scheduled payments.
  Our initial priority is to ensure there was no miscommunication or technical error. We are also requesting a copy of the checkout screen, confirmation email, and payment agreement from the associated platform.
  In the meantime, we are investigating this.
  We will take immediate steps to resolve the matter and remove them from collections, we have had companies "pose" to be us and have ran into this before we had to get attorneys involved.  So any information you have would be great!

  Lastly, where did the charge come from and what does it say on the bank charge, we do not turn people over to collections.

  Thanks Management,

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 received a vacation package as a complimentary gift from a vendor who purchases services through Redeem Vacations.Interested in the offer, I purchased a trip to ****** for 2024. The purchase confirmation stated that only the "government taxes and fees of $163.25 associated with your hotel have been paid and will appear on your credit card statement as MB Travel Certificates."Based on the vendors explanation, I understood that no additional charges would apply. Later, I decided to change my destination and was told I would receive a free upgrade. I completed this April 2025. However, I was then informed there would be an additional resort fee associated with the new location.After confirming the change, I received a text message instructing me to call another company to complete the booking. When I called, I was told I owed $351also described as a resort fee.I reached out to Redeem Vacations via email to clarify the charges. They explained the fees, and I expressed my concern about not being informed of them upfront.I requested a refund and was told to contact the "travel concierge," the third-party company handling the reservation. However, the travel concierge only shows one payment, while I have receipts for multiple payments made directly to Redeem ************ this point, I feel misledpressured into taking the vacation and then met with obstacles when trying to get my money

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have requested for a refund over a month ago. I was told that it was done and it still hasn't been done as of today. They keep sending emails that its has been done. I've checked with the bank and nothing has been done.

• Initial Complaint

  Date:04/12/2025

  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.

  On 05/12/2024, I purchased a vacation voucher through this website for $142.74. The website stated, "To activate, you'll just simply pay the nightly ************ and then you will have 18 months to complete your travel. The deal was for 3 nights. The website said my deal would be worth up to $970.00. Only after I purchased the voucher did it say I was responsible for any resort fees, which one would think was included in the "nightly ************" you had to pay to get the voucher. The hotel I got was the Excalibur in *********. I checked the Excalibur website and the tax for 3 nights was $26.79 total. The resort fees are $135.00 total. The entire 3 night stay through the Excalibur website was $227.04. So began the voucher I paid and the resort fee I still have to pay I will be paying $277.44, $50.40 more than if I booked directly! This is false advertising and a scam.

  Business Response

  Date: 04/29/2025

  We appreciate you bringing your concerns to our attention.
  Please note that your purchase of the vacation voucher was fully refunded, and no further charges are due from you related to this transaction.
  To clarify, all terms and conditions regarding resort fees are disclosed during the voucher activation process, in compliance with advertising standards. The nightly taxes & fees referenced on the site cover only the government-mandated taxes and processing costs associated with the promotional offer, and resort fees which are charged directly by the hotels are always disclosed separately during the activation steps prior to final confirmation.
  We understand there can be confusion when comparing promotional offers to direct hotel bookings, especially given that resort properties set their own fees independently. However, the voucher system is designed to offer flexibility and extended travel windows, which may vary in value depending on peak seasons and hotel availability.
  Again, we want to reiterate that your payment was fully refunded and the matter has been resolved on our end.
  Please feel free to reach out if you have any additional questions or concerns.

   

  Thank you Management

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  March 11th 2021I was contacted by redeemed vacations and told that I would receive a voucher for 6 days 5 nights close at a hotel in ******. If I attended f forty five minute zoom meeting. I attended the meeting.I was assured there would be no hard sell at the end.Which of course?There was the meeting lasted ninety minutes. I was inclined to purchase their service *****, they started giving me the contract at the end and it was a scam, a complete scam. They want me to pay for the voucher. Taxes and resort fees before I even get the voucher. Well, that wasn't the deal the deal was. I'd get the voucher once I attended the meeting. I attended the meeting. Their salesman tried to run my credit thats when i got upset, they didn't even need to when they had my credit card number.And they still charged my credit card ninety nine dollars when I told them to cancel my order and send me my voucher. This company is very unethical, and they are scammers. I was very clear when I told them to return my ninety nine dollars or not to charge my credit card.They were very aware, and they still did it russians gentle.

• Initial Complaint

  Date:02/19/2025

  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 ended up not staying Fri. Jan 31, at the *****. Oasis refunded us the ***************** fee for Fri. night. They told us to reach out to Redeem Vacations in regards to the refunding the additional $95 charge for the weekend Fri. night rate. ***** said Redeem Vacations would reach out to them to verify that we didn't stay Friday night. Then Redeem Vacations would know that information and Redeem Vacations would then be able to refund the extra $95 charge that we paid to Redeem Vacations. *************************** booking is confirmed. Aqua Oasis *********************** Check-in (Weekend Surcharge) USD $95.00 Subtotal USD $95.00 Total USD $95.00 ********* is very old & does not smell good at all. We tried to have the windows wide open while we were there & slept without the air conditioner because it smelled so bad.

  Business Response

  Date: 02/24/2025

  This customer has been FULLY REFUNDED.  Please let us know if you have further questions.

   

  Thank you,

   

  Management

  Business Response

  Date: 02/24/2025

  We have also sent the resort the following information for their attention, we are just the fulfillment company however this is unacceptable and will not be offering this property any longer.   We would also like to give a Voucher for this customer to use at an alternative destination.  Please reach out to our chat support when you want to travel to a US property therefore we can help arrange a US destination for you to one of our other destination properties. 

  Customer Answer

  Date: 03/07/2025

  We received one refund amount & are still waiting for the second refund amount for $76.95. 
  Also, the following was sent to BBB.
  
  "We have also sent the resort the following information for their attention, we are just the fulfillment company however this is unacceptable and will not be offering this property any longer.   We would also like to give a Voucher for this customer to use at an alternative destination.  Please reach out to our chat support when you want to travel to a US property therefore we can help arrange a US destination for you to one of our other destination properties. "  
  
  Redeem Vacations has not mentioned any of this to us.  Do you know when they plan to reach out to us in regards to this?

• Initial Complaint

  Date:02/13/2025

  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.

  I signed up online for the redeem vacations/ marketing boost affiliate program. They said to enter how I like to be paid via check or ******. Once I made two sales I contacted and said when do I receive my commission. They said the affiliate sign up on their site is not any good. You have to sign up thru our Tipalti affiliate site, but remember the Tipalti sign up is not on their site. Then I signed up thru the Tipalti link they sent and said your commission will be deposited on Friday into the bank account information you provided on Tipalti sign up. Once Friday came I gave them an additional five days and still no commission was sent by them. They don't have a phone number and only communicate via email. I will also be filing a scam complaint with ************************. The company affiliate program is a scam from the beginning, if it wasn't they would have the right sign up process from the beginning.

  Business Response

  Date: 02/24/2025

  Hello to help address this customers concerns.   Commissions are processed every Friday. Upon checking his activity, he only submitted his tax form on February 6th. He probably wasn't informed that annual commissions are only paid out once the associated subscription has been active for at least 30 days. In his case, it hasnt reached 30 days yet, but he will still be paid this Friday.   I have attached snips of the customers information to show attempt of payment in good faith.

   

  Thanks Management