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:01/04/2025

  Type:Order 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 attended a presentation with Aloha Hawaii *************** And they offered a FREE 3-4 night vacation. It turned out that you as the consumer had to talk to another entity that most likely is owned or related to **************************** The company was RedeemVacations.com. The proceed was messy but allegedly for $142.95 you could pay taxes and fees and that would get you 3 nights in ************. I booked the vacation and I called them to verify there will not be more fees. I visited the property on 12/22/24 and at the end of my stay I found out that the hotel was charging me again Taxes and Fees that I allegedly paid to RedeemVacations.com. This is not only dishonest but this is a scam and these guys had the same issue with many other consumers. I was given a receipt of #RV3-156354.

  Business Response

  Date: 01/06/2025

  Dear *******,

   

  Thank you for bringing your concerns to our attention. We value feedback from all our customers and strive to address any misunderstandings or issues promptly and transparently.
  We would like to clarify some key points regarding your experience:

  
  Taxes and Fees Explanation: When you activated your complimentary travel incentive with RedeemVacations.com, the amount you paid covered taxes and fees related to the facilitation and pre-negotiated room rates. These charges were not intended to cover taxes and fees that the hotel itself might impose at the time of your stay, as outlined in our terms and conditions.
  Hotel Charges: As mentioned in our terms of use, the hotel suppliers may impose additional taxes, fees, or deposits at check-in or check-out. This is standard practice across the travel industry and is separate from the activation fee paid to RedeemVacations.com. We recommend all travelers review the hotel's specific policies, which vary by location and provider.

  
  Transparency: The terms and conditions regarding the facilitation fee, tax recovery charges, and potential additional hotel-imposed charges were made available during the activation process. These terms are also accessible on our website at RedeemVacations.com Terms of Use & should have been reviewed upon your activation of your travel dates.

  
  Resolution: We understand your frustration and are committed to ensuring that our processes are as clear as possible. If you have further questions or concerns, or if you believe there was an error in your charges, please contact our customer service team directly ******************************* We would be happy to review your case, including receipt #RV3-156354, in detail to provide any additional clarification or assistance.

  
  We regret that your experience did not meet your expectations and appreciate the opportunity to address your concerns. Our goal is to improve continuously and provide a better experience for all our customers.

  After further investigation, in our findings we see the complaints this customer has against numerous companies they have used, ********************************************************* however we would like to settle our complaint and offer the customer $100.00 voucher card towards a future reservation, we feel we have went above and beyond to try and communicate however the customer will not comply with our communication. 

  
  Thank you for your understanding,

  
  Sincerely,

  Management Team, ******** *****

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22767891
  
  I am rejecting this response because:

  These facts are false or not communicated to me or any other guests you serve. There are so many complaints that are very similar to mine and you apply this rubber stamp solution of "We told you so". Aside from all the lying trying to bribe me with $100 to change the bad review I gave you this points to your wrong doing.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/22/2025

  We have FULLY refunded your package, we hope this completes your request, Thank you for your honest opinion, we will make sure staff are aware to escalate situation like this to management to take care of immediately!

   

  Sincerely,

   

  Management

  Customer Answer

  Date: 01/23/2025

   
  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.

  Now it's pending the refund and how do I get back my refund back.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/27/2024

  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.

  Redeem vacations gave my husband and I a choice of 3 different properties we could choose. We chose *******. They sent us a picture of a Drafts Bar and Grill. I assumed the place where we would was a part of this property and that the lodging would be similar-looking to the bar and grill as fas as having a cabin look and feel. Turns out the bar and grill were a mile away and not associated with the ********************************** at all. And the reservation made by Redeem Vacations was made for a motel at *************************** not a resort. The motel was clean, but in need of some updates. I would never have picked it if they had showed a picture of it. I reached out to Redeem Vacations via email and they said they couldnt do anything because I already redeemed the voucher. I wouldnt have redeemed it, but we had to have a place to stay for the night.

  Business Response

  Date: 12/27/2024

  Thank you for sharing your feedback. Were truly sorry to hear that your experience didnt meet your expectations. At Redeem Vacations, we strive to provide accurate information to help our customers make the best choices for their travels.
  While we aim to include clear details and images of properties and amenities, we understand how this situation could have led to confusion. The image of Drafts Bar and Grill was shared to highlight nearby attractions and not to imply that it was directly associated with the lodging. However, we recognize how this could have been misinterpreted, and we will take your comments into consideration as we improve the clarity of our communications.
  Regarding the lodging itself, we regret that the accommodations did not align with your expectations. The property we booked is part of the ***************************, but we understand your concerns about its condition and appearance. We appreciate your feedback and will pass it along to our property partners to address these issues.
  As for the redemption process, once a voucher is redeemed and accommodations are confirmed, it limits our ability to make changes. However, we understand how important it is to feel confident in your booking, and were committed to improving our process to better support travelers like you.
  Your experience matters to us, and we value your input as an opportunity to grow and serve our customers better in the future. Please feel free to reach out to our customer service team directly.

   

  Thank you,

  Andrea 

   

• Initial Complaint

  Date:11/18/2024

  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.

  On 04/2021 paid $142.74 to mb travel certificate redeem vacation for 3 nites ever time I look no available day open as I wish later I decided to take any day open no day open for whole year . I have send messages many time they told me keep looking they may have open date but they didnt . Today redeem vacation assistant state the certified is expired and I have to pay again I think they knowingly close the date how could for one year all the dates booked . Please help to get our refund and help others to dont get to my situation. Appropriate your help greatly.

  Business Response

  Date: 11/27/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at *********************************** for further assistance.
  
  Redeem Vacations

  Customer Answer

  Date: 12/14/2024

  Redeem vacations did not give money back or accommodate any reservation for future date I believe they are scam  appropriate your help and be able to help other people aware of them thank you very much for your time 

• Initial Complaint

  Date:10/04/2024

  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.

  On may 31 2024 they were paid ****** for vacation. I have contacted them at least 40 times to confirm trip always had excuses yesterday I emailed they will not receive phone calls. And stated I want my money back. Now they never heard of me and state I did not pay them I have credit card statements and reciptsfrom them

  Customer Answer

  Date: 10/04/2024

  Othe refunded me after you contacted them all is well thank you

  Business Response

  Date: 10/05/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** for further assistance.
  
  Redeem Vacations

  Customer Answer

  Date: 10/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ************

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising 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.

  Purchased a vacation through a bidding process. The redemption voucher for the vacation I received was not what was advertised in the bidding process (received 5-nights inner-city ******, bid on 8-night beach ******). ****** did not offer reimbursement based on the fact that I had agreed it the purchase was non-refundable, although no such terms and conditions were ever presented to me.

  Business Response

  Date: 10/03/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at [email protected] for further assistance.
  
  Redeem Vacations

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22372864, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Garrison Harte

• Initial Complaint

  Date:09/26/2024

  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 purchased a 2-year vacation package with this company (AKA, Tramerigo) for $1000.00 in 08/2023. Membership guaranteed discounted prices for travel accommodations. Annual dues were waived, and 2 free travel vouchers were included. Vouchers had to be "activated" by paying "government taxes/fees" of $150 for each voucher. When I went to schedule dates, no matter what date I chose rooms were unavailable. There was an option to "upgrade" and miraculously there was availability for all of the dates that I had previously attempted, so I paid an additional $42 to book the "upgraded " room. When we arrived for our vacation the hotel that we booked was absolute trash and did not look anything like the pictures posted on the web. The cost of the rooms in this hotel was less than the amount that I had paid thus far. We decided not to stay there and paid an additional $263 for another hotel and did not receive a refund for the cost that we paid for the room. When I contacted the company, they transferred me to several different departments and ultimately, I was unable to connect with anyone that could help me or even take the details of my complaint. They told me that my account had been cancelled for nonpayment of annual dues, but I had not been notified of this. They also told me that someone would contact me, but I have yet to receive a phone call. I attempted to contact someone via the web but received an AI generated response informing me that contact by phone was not an option. My direct out of pocket loss totals $1,605.00, which may be more if I decide to attempt to use the 2nd voucher that I was given.

  Business Response

  Date: 09/27/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at [email protected] for further assistance.
  
  Redeem Vacations

• Initial Complaint

  Date:09/22/2024

  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.

  Dear *** or Madame,There is a company that is offering a free hotel stay (and what would seem to be bundled as a cruise, when its really either/or) which mimics the tactics of timeshare companies.What they did was promise a vacation and that I could chose from any of the available destinations. An email was sent with instructions that require one to select a destination without knowing which hotel one is selecting.When I asked the initial ***resentative, she went through a list of providers like ********, ********, *****, etc.Its designed to be polite and if one ***** too much one is then looks demanding or conflictive when they are giving you something for free. They have presentations every 15 minutes via Zoom, during most of the business day hours (weekends included).While the sales *** did not specifically state that one would not know ahead of time, where one is going to actually stay, it is misleading and deceptive to not be forthcoming and advise when something deviates from prevailing travel-industry practices of being able to select just one is buying.Furthermore, one is also locked in to a specific destination and it cannot be changed. Upon reaching the site where taxes and fees are assessed, when it is such a specific amount that is shut charged it is because you already know what hotel is on the back-end. Why create a layer of deception?Fees also seem inflated and not reflective of actual ****************************** is used as the third-party provider. What are you hiding s tied party when your core business is wholesale at-cost travel? It is to deflect responsibility.Please receive a formal complaint .They make it an art form to ***ly to answers in this medium and make it seem like its an honest misunderstanding when it is a methodical process which the agents are trained to finesse. It is NOT in good

  Business Response

  Date: 09/24/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** for further assistance.
  
  Redeem Vacations

   

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22322266
  
  I am rejecting this response because:

   

  The goal is to be deceptive 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/02/2024

  We would like to hear back from the customer the company they spoke with, after our investigation this is a misrepresentation of our Brand.  Thank you ***** ******

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22322266
  
  I am rejecting this response because:

   

  The vendor said they would get back to me over a month ago and I havent heard back.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/18/2024

  Hello,

   

  Can the customer provide an email of where a purchase was made, there would have been an email submitted with activation and charge amounts?

  We are trying to resolve this, however what was provided is pictures of Redeem website and sign up page, if the customer signed up please provide any email correspondence, this would help tremendously.

   

  Thank you,

  Management

  ***** ******

  Customer Answer

  Date: 12/19/2024

  The company is acting unethically. The girl previously told me she would reach out and she never did. I want the free stay at the *************** in *****. At this point they should provide 2x.

   

  They are just trying to get me tired so I wont keep contacting them and they dont look bad.

  Customer Answer

  Date: 12/30/2024

  You guys are giving me the runaround. Aloha Hawaii Tours and Travel provided the voucher in September. The screenshot is from a subsequent email sent in October, after I became fed up with everything. Another associate promised to replace this - they never got back to me. Look at the attached screenshot and kindly confirm how to proceed. At this point my package should be for a longer duration and two are actually in order - back to back at the *********************.

  Customer Answer

  Date: 12/30/2024

  PS - your taxes are inflated. The resort fee Ill pay onsite if it is applicable. After all this, the least that you can do is cover the taxes and any fees, other than the resort fee, charged at: they come from Redeem Vacations and not anyone else.

• Initial Complaint

  Date:09/16/2024

  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.

  SCAM!!!!!! I paid ****** for nightly taxes on July 12 for this Hawaii trip. I called with a question about my booking and the hotel at ********** said Redeem Vacations canceled my booking. I confirmed my booking and have receipts/emails that I paid. Please refund my money!

  Business Response

  Date: 09/17/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** for further assistance.
  
  Redeem Vacations

• Initial Complaint

  Date:09/09/2024

  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 purchased a vacation package and paid $171 for the reservation and taxes and haven&#**;t received any information about the reservation and I am unable to reach customer service. I have requested they contact me and no one has reached out.

  Business Response

  Date: 09/10/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** for further assistance.
  
  Redeem Vacations

• Initial Complaint

  Date:08/14/2024

  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.

  On January 24, 2023,I paid $194.40 to activate a "free" 3 day vacation in *************. Since then, I attempted to make a reservation online several times, for various dates, to no avail. In fact, the only time they had any availability was in the middle of winter. Over the last 18 months, I also called Redeem Vacations multiple times, but they were not able to help. All they could is apologize and suggest I keep trying. Now, they tell my certificate has expired and they cannot refund my money. This is a scam and I would like my money back.

  Business Response

  Date: 08/15/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at ****************************************** for further assistance.
  
  Redeem Vacations

  Customer Answer

  Date: 08/15/2024

  Thank you for your help.  Redeem Vacations has reached out to me and offered to refund my money.  I would like to wait until I actually receive my refund before commenting further.