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:05/01/2024

  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.

  No one has confirmed my bookings...for the cruise nor the Cancun vacation. The money is already spent and my card is being charged monthly. No one returns my calls nor my emails

  Business Response

  Date: 05/01/2024

  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:04/22/2024

  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.

  I was deceived by the company, it states all you have to do is pay taxes and you will get a 3 night luxury hotel stay. It was only two hotels available and they arent luxury, they also have recent reviews of causing health issues for people and complaints of being dirty and dated. I refuse to risk my health and safety staying at one of this hotels

  Business Response

  Date: 04/23/2024

  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:04/21/2024

  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.

  Went to reserve a hotel in ********** for July of this year (3 months away) as they claim you must do it at least 30 days in advance. Well they charge me the *************** to find out they have no dates available. I have looked at the hotels they utilize and the hotels all have available rooms. I believe this company to be a scam that preys upon people and bank on them not being able to travel at any time other than what they looked for.

  Business Response

  Date: 04/28/2024

  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:04/13/2024

  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.

  I was promised a three night stay at a hotel by redeemed vacations after paying the price of $147.90. I have been trying to get a hotel on the dates that I am able to travel however they are always booked. It doesn't make sense for me to pay this fee if I can not get the dates that I want to travel. I was given only 18 mths to make a booking and the time is nearly expired. I would like to be refunded please.

  Business Response

  Date: 04/28/2024

  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:04/12/2024

  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.

  I won a three day vacation on a ************** from Redeem Vacations. I selected to go to ********** for a honeymoon. My fiancee and I will be getting married the last week of September. We were hoping to take the honeymoon during the first week of October. I was so excited that I won because vacations can be expensive. And so is wedding planning. Winning this trip is a huge money saver. I paid for the taxes and fees and was so super excited to get started on planning the vacation. I went to the Redeem Vacations website to book for October and no dates available. Checked back a few weeks later and still nothing available. I keep checking and checking and checking. Nothing. They have dates available in December as well as early into 2025. But no October. This has been going on since January. I have asked employees at Redeem Vacations and I get no answers. They just repeat the same thing. When I explain anything on my end, they repeat the same answer as before with no help. I asked to speak to a manager and was told no. I was so excited to win this hotel stay but it has been a nightmare ever since I won. All I want to do is book for October and I want to know when I can. And why are there dates available for next year but nothing for this October. I feel that those are reasonable questions but they do not seem to want to answer them or help me in any way.

  Business Response

  Date: 04/28/2024

  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:04/05/2024

  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 "won" a vacation and have paid the activation fee to Redeem Vacations. However, any date I look up gives the same 3 hotel options, all of which have bad reviews (with photo proof) stating there are safety concerns, filthy rooms, bed bugs, roaches and insects, and mold/mildew throughout the hotels as well as strong mold/mildew odors throughout the hotels. This is extremely unsafe, and I was not informed of what hotels were available nor aware of the reviews/issues of the hotels until after I paid the full activation fee, and I will not be using the voucher and would like my activation fee of $197.64 refunded and the voucher can be cancelled. I have emailed regarding this multiple times but have yet to receive a response. I have also sent messages via their "contact" option on their website and have yet to receive a response. There is no phone number to contact this business.

  Business Response

  Date: 04/07/2024

  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: 04/08/2024

   
  Complaint: 21534915
  
  I am rejecting this response because: You guys reached out to me via e-mail in response to an e-mail I had already sent to you multiple times asking for a resolution with NO fair resolution. You reached out to me asking me to book the same hotels in my original complaint which I have already been stated/proved as unsanitary and unsafe and asked me to change my destination which I cannot do which is why I booked for that specific destination. I asked to return the voucher for a refund as a resolution, you are asking me to still book those same hotels and that same unsanitary, unsafe destination which I cannot and will not do. The hotels nor their condition were disclosed to be prior to paying which is how you guys get people to send money knowing the conditions of the hotels offered. When I responded and informed that I am unable to change my destination. I did not receive a response. There has been no fair resolution offered or accepted.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/30/2024

  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:04/01/2024

  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.

  Redeem Vacations offered free hotel fare for a stay in ******, Ireland for a relatively small fee. I specified that I wanted travel in June when I signed up, however they did not provide a calendar showing available dates. They just said that some holidays or special events may have limited availability. After I sent the sign up fee of $144.00 on March 9, the calendar was made available and showed no available dates at all in the requested month of June. Furthermore, there were no dates available for nearly six months, from May 15 through November 3. It is unscrupulous to only say that there may be a few holidays unavailable, while there were nearly a 6 month span unavailable. This is deceptive. I have asked for a refund of my $144, but they only offer other destinations which are of no use to me. Paid $144.00 on March 9, 2024.Receipt # RV3-152156

  Business Response

  Date: 04/18/2024

  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: 04/19/2024

   
  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:04/01/2024

  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.

  January 2023 I won a free trip to an all-inclusive resort which had to be completed through Redeem Vacations. Once the account was created for me, I wasn't able to see the destinations or the available dates until the portal is "activated" by paying a fee ($228.20). I was told ahead of time that I would only have to pay for resort fees so I assumed that's what the activation fees were. Once activated, there were several blocked dates and all resorts were booked. In the span of 15 months, I used their customer service chat several times to locate dates(they do not have a number that you can call). Finally one week I noticed that there was an option available. When it tried to book the resort I noticed there was ANOTHER set of fees requested. I reached out to the chat to inquire about the funds and they told me they were different fees and that I have the option to change my dates if something comes up. Trusting what the chat customer rep said, I booked the dates that were available at the time and paid an additional $199.75. I received an email that the vacation was booked but not confirmed until I receive a "welcome call" from a representative which according to the email would be within a few days. Weeks passed by and I finally received the welcome call from different 3rd party. From this call, I find out that all-inclusive is not part of the stay and that I need to pay an ADDITIONAL $550 to have all-inclusive at an all-inclusive hotel...WHAT?! I reached out to the chat again to request a refund which they said would take a few days to process depending on my bank (March 10, 2023). Its been almost a month and I have not received a refund. I go on their website today to notice they have changed the chatbot feature AND updated their policy on the main page to say no changes can be made after booking. I have yet to hear back from the new slower chat feature. This was an absolute SCAM please stay away from this business. I just want my money back.

  Business Response

  Date: 04/03/2024

  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 ****************************************** for further assistance.
  
  Redeem Vacations

   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21513897
  
  I am rejecting this response because:
  Redeem Vacations did not reach out to me. I reached out to them on their live chat feature at 1:00pm ET and they responded to me at 3:00am the next day. After 5 minute of no response from me during typical sleep hours, they closed the chat. I reached out again to reopen the chat and it still took time for them to reply to tell me they are still processing my refund and to check back in 24 hours to rebook my dates. I do not want to rebook. Also its been 24 hours and it still says my trip is booked.

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

  Business Response

  Date: 12/02/2024

  Please find the customer's full refund in the attached dialog, the refund can take up to 3-5 business days for credit back to bank or credit card institution.

   

  Thank you,

   

  Management

  ***** ******

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 21513897
  
  I am rejecting this response because:

  hello! I really appreciate you circling back to make this right. I am slowly receiving the refund, but I am rejecting as the BBB only gives me 10 days to respond before they close the case. I received ***** from the final $228 payment so far. Will continue to check for further refunds in the next few days.

  I tried to upload the screenshot of the refund I received so far, but apparently it is too large for me to upload on BBBs portal. Please feel free to reach out to me via email if a proof screenshot is needed. (***************************)
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/11/2024

  Can the customer confirm she has been fully refunded as the attachment has reflected in our merchant, we do not have any of the customers funds, they have all been returned.

   

  Thanks,

   

  Management

  Customer Answer

  Date: 12/12/2024

   
  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.  All funds have been returned as if 12/10/2024 thank you for resolving this matter!
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/15/2024

  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.

  In Sept 2023, we received a voucher for a 3 night stay at a "luxury hotel" in ********* that we bid on at a silent auction fundraiser. We paid $490 for the winning bid and paid $147.24 to activate the voucher (Receipt #RV3-132411) within 7 days as required. It states that we have 18 months to use the voucher and that there are no blackout dates. However, when I initially looked, there were several months with no available dates and when I did put in some possible dates, the available hotel options were less than "luxury" and were about 20 miles outside of *********. On a regular basis, I continued to check for available dates on their calendar that would work with our schedule and finally saw a perfect time from May *****, 2024 with hotel choices that were actually really good and within 2 miles of downtown *********. But, when I attempted to book the dates, I first got a "something went wrong" message followed by a "we are unable to complete your booking at this time and you need to contact customer service". The only contact is through live chat with a representative, which I did almost every day for about a week. I have tried to book the vacation at least ***** times with the same resulting messages as previously stated. The customer service reps continue to reassure me that it is being "sent to IT" and "IT is working on it", but nothing is happening that I can tell, especially after a week! I have repeatedly asked to speak to a manager or someone from IT so that I can more clearly explain what is happening when I try to book the reservation because I think there could be a possible simple solution (maybe sending a new link or someone on their end completing my reservation), but those requests have been ignored and not even acknowledged! We would ideally just like to get our vacation booked before these available dates and hotels are no longer available or get a refund of the money that we have spent at this time if we are not able to book the reservation.

  Business Response

  Date: 03/27/2024

  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: 04/03/2024

  I received a couple of text messages from someone at Redeem Vacations expressing their apologies and wanting to find a solution to my issues. I replied to them as they requested and then as can be seen from the screenshots, I have not received any reply to the last 3 text messages that I have sent. 

  I have also sent an email to the address that was provided to me in the response to my claim and have not received any reply from that either. 

  From what I can tell, I have done what was asked on my end, but I am not receiving any replies from either the text messages or email.

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21437957
  
  I am rejecting this response because:

  When I finally received a call from someone at Redeem Vacations yesterday and we were in the middle of talking, the agent hung up on me before we were able to reach any solution to the issue that I am having with making a reservation.  I just now realized that the agent must have emailed me back and said that my dates were no longer available at this time (which was what I feared would happen when I first tried booking this reservation 4 weeks ago and tried unsuccessfully to get anyone to help resolve my issue) and that no exceptions could be made.  She said in her email that other dates are still available, but I have not yet attempted to try and book another reservation because we will have to find dates that might work for us.  So, I don't know if the issue with making the reservation has been resolved yet or not. 

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

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service 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.

  Good afternoon on March 7, 2024 I completed a purchase to redeem vacations for $384.75. The $384.75 was for taxes and fees for a free vacation to ****** for 6 days /5 nights. The same day I logged into the website to check the dates available for the trip. From today to 2015 they have zero dates available. And the one date they did have was broke up half and half. I immediately reached out to redeem vacations, my travel agent and the company email attached to the file they sent me. I received zero response back from the redeem vacations. The travel agent reached back out to me 24 hours later saying he has also reached out and will update me on the response. I have been waiting ever since. If possible I would just like my refund considering I can not go on the trip.

  Customer Answer

  Date: 03/22/2024

  Hello may I have a update 

  Business Response

  Date: 03/25/2024

  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: 03/25/2024

   
  Complaint: 21434016
  
  I am rejecting this response because:

   

  I have reached out and emailed several time. Each time I reach out they say the same thing please contact the email above I have sent several email and still do not have a response back its been longer than two weeks 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/01/2024

  Good morning, redeem vacations. Reach out to me on 04/01/2024. When I explained my issue to them about the available dates they stopped responding. 

  Business Response

  Date: 04/22/2024

  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