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:11/11/2023

  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.

  Redeem Vacations is such a scam, as a former travel agent I have never had such a mess. They took the payment upfront which is a given, booked the wrong hotel...which apparently they have the wrong hotel attached to the picture and apparent address. They would not refund my money nor fix the issue of the hotel. The hotel it was booked under was *************************** a super sketchy part of town. They argued with me at the front desk saying I was at the wrong one on both locations. They offered me a "$500 credit savings card" but proceeded to inform me that you can only use a percentage. So essentially they get their money back from the booking still I'm sure. I have paid in full and now I have hotel charges once again, I want a refund for this trip and the one I also prepaid for next year. I don't want anything to do with the scam of a company anymore and I will definitely pass along to other agents that use this company. I had quite a few of this company's "couponed vacations" but I will be throwing them away like the trash they are. Redeem Vacations, this is not how you run a business. Please see the many attachments as proof of this awful inconvenience.

  Business Response

  Date: 12/07/2023

  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:09/25/2023

  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.

  Was promised a room after my payment and given 18 months to take the trip. Booked said room last week and now trying to pinpoint location and called the place and they see no reservations. Message Redeem again and they said it wont show till end of October??!? Sketchy and still waiting on email back.

  Business Response

  Date: 10/19/2023

  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:09/18/2023

  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.

  I asked to set 3 different travel dates and wasn't available so I filed a dispute with my bank and they credited it back to my account and then reverse it then redeem vacation said to take the dispute off and they would give me a refund I did so and they are still saying the same thing wait for dispute

  Business Response

  Date: 09/20/2023

  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:09/13/2023

  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.

  I received a vacation voucher for winning a challenge at my local fitness club. On the voucher it states to activate only need to pay taxes. I paid and activated. Then when I went to book the vacation with dates, it then told me I needed to pay resort fees. I paid those resort fees because the voucher did say *** owe resort fees. Then I book all, travel concierge calls me. I do the welcome call. Then the resort contacted me and advised I had to do a 90min presentation. The voucher actually says in bold letters no presentations required, but whatever it's only 90min of my life. Seemed reasonable as it was all inclusive and I wasn't expecting that. Everything is confirmed with resort. Then a month later I get a call from the resort stating I owe resort fees. They end up canceling my reservation 3 weeks before I'm due to travel. I contact Reedem vacations through chat and email to get it sorted. I'm told rest assured you have a reservation and the hotel will send you confirmation directly. We'll the resort still says I need to pay more resort fees. I'm getting the run around from Redeem. They finally called me and said well those are activation fees. No they aren't. ******* says only pay taxes to activate and then at booking I paid again these resort fees that are clearly listed as resort fees. They then hang up on me. I'm getting the run around and I feel this whole thing is a scam. It's very annoying too when we get the vouchers from credible businesses but this business is a complete scam. I already bought airfare after all was confirmed a month ago. I cannot get my money back from that. I want this corrected and confirmed with resort that it's complete or I want my refund of all monies paid to date. This is ridiculous and absolutely rude!

  Business Response

  Date: 09/13/2023

  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:08/30/2023

  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.

  My daughter won a trip with redeem vacations Itinerary #: RV3-41581: Reference No: 235-7972260: We booked through redeem vacations back in April 2023 and paid $186.00 for the hotel for 8/25-8/28 in *************** to take her to the beach for the first time. When we arrived we were told by the hotel the booking had been cancelled by the company. So we had to pay $530.00 to stay in the same hotel. We checked in late at night because thats when our flight came in, and there was no phone number to call. I sent them an email about the issue and a lady called an hour later to ask if we were still at the hotel I said yes but we had to pay full price for the stay in addition to what Ive already paid. I was told they would escalate it and I would be emailed and I wasnt I had to reach back out to get it rectified and it has yet to be rectified. I would not recommend using this company.

  Business Response

  Date: 09/11/2023

  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:08/29/2023

  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.

  On July 11, 2023 I activated my "free vacation" voucher. It showed on screen I would be charged $41. The next screen it said you have successfully been charged $125. So right away is the first example of bait and switch. The $41 must have meant per night, but that was not explained. Then you are shown your hotels, which are not the hotels you were originally shown. Again bait and switch. The nicer hotels cost money, which is not the point of a free vacation. I selected my only free hotel option, only to find out there were no available dates for months. I needed to use this voucher to a specific place at a specific time. This no longer has any use to me. You should be able to search dates before paying, but this company wants you to pay, then never use the voucher. Complete scam. I immediately contacted customer service using the contact support option on the site and never received a reply.I would like my card credited for the full amount I paid.My receipt number is RV3-124798

  Business Response

  Date: 09/11/2023

  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: 09/11/2023

  Hello

  The company reached out to me as soon as I filed the complaint, they said they would give me a full refund, but never did. They have stopped responding to my emails.

  Business Response

  Date: 09/15/2023

  Dear Customer,

  We attempted to reach out to you recently regarding your inquiry. Since you have already escalated this matter with your bank, we must now await their response. Typically, the resolution process takes some time, which is why we strongly advise our valued customers to connect with our 24/7 customer support for a quicker resolution.

  We sincerely appreciate your patience in this matter. Rest assured, we will keep you informed as soon as we receive an update from the bank.

  Your understanding is greatly appreciated.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20537761
  
  I am rejecting this response because:

  They contacted me telling me they would give me a refund but they have not done so. 

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

• Initial Complaint

  Date:07/21/2023

  Type:Customer Service 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 received a "free" vacation for Redeem Vacations. I activated the invitation in November 2022. I was offered a second vacation week by Redeem Vacations at the time. I paid taxes and surcharges for 5 nights in ****** - $384.75 and 4 nights in **** San Luco - $149.64. My confirmation numbers are #RV3-94829 and #RV3-94830. Due to health problems, I will not be able to use either vacation by March of **** which is when my 18 months will end. Their policy states that they will not make refunds after you book your vacation stay which doesn't apply to my situation. I couldn't find anyway to contact Redeem Vacations except through their contact form. I completed the form on 6/29/23 and 7/15/23. I never received a response. I was expecting a total refund. I'm very disappointed and wish that I was never given this "gift" by ************************* .

  Customer Answer

  Date: 07/27/2023

  This issue has been successfully resolved on 07/27/23. I was contacted by Redeem Vacations and they were very helpful and agreed to issue a full refund. I am very pleased with how they handled this issue.

   

  Business Response

  Date: 07/28/2023

  Dear Valued Customer,

  One of our staff has reached out to you directly to resolve this matter. If you have any other issues that you would like to raise, please let us know.

  Sincerely,

  Redeem Vacations

• Initial Complaint

  Date:07/17/2023

  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.

  Was promised a FREE trip to ****** because I attended a travel presentation. I had to pay $348 to "register" my FREE trip. Then when I got access to try to book my "free" trip to ****** there are 4 months of no availability. I specially asked if **** was available BEFORE registering the trip and I was told yes but no locations at all come up in MAUI. In order to travel I would have to pay additional room upgrade fees plus added $95 a night fee for a Fri or Sat night which for a 5-night trip you cannot avoid. I feel I was totally lied to and scammed into this so called "Free Trip" I could book the same trip on any public website for the same or less. They are very untruthful and liars just to get your money. I told the agent in Chat before I paid I wanted to go to Maui before Feb **** because we are having a child and will not be able to travel after that. When I looked for dates in HI for December to February there were NO dates at all available.

  Business Response

  Date: 07/28/2023

  Dear Valued Customer,

  One of our staff has been trying to contact you via email and phone to resolve your concern. Kindly let us know the best time to contact you so that we can address the concerns you have raised. Thank you.

  Sincerely,

  Redeem Vacations

  Customer Answer

  Date: 07/28/2023

  I have been on vacation and received no calls about this complaint. 

• Initial Complaint

  Date:07/03/2023

  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.

  June 23, 2023 I supposedly won a free vacation for signing up for new health insurance. I went on the site and was instructed to pay the ************ hotels taxes an fees before we could book. We wanted to travel from 7/1 to 7/3. There were no dates available until last week in November. They said no blackout dates(including on the receipt I submitted). They are also now saying we can't book on the weekends w/out and $60 up charge. I chatted them no response for hours. I reached out on the 23rd before they took the money out of my account. I reached out to my credit union for fraud investigation. The redeem vacation finally spoke with the Investigator. They lied and told him I have two vouchers ( but I can only have 1 per lifetime). This a scam and needs to be stopped. I asked for a refund through chats and no response.

  Business Response

  Date: 07/05/2023

  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 ****************************************** so we can further assist you.
  
  Redeem Vacations

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20269724
  
  I am rejecting this response because:
  They are just adding new guidelines and stipulations to the original order.  They actually haven't done anything but email me the same chats I have sent The BBB. THERE'S BEEN NO RESOLUTION BECAUSE THIS WEBSITE AND BUSINESS IS SCAM. 
  Sincerely,
  
  ************************************

  Business Response

  Date: 07/06/2023

  Dear ********,

  Once of our team members have reached out to you to resolve the issue. Kindly let us know if there's anything else we can help you with.

  Sincerely,

  Redeem Vacations

  Customer Answer

  Date: 07/12/2023

   
  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:06/11/2023

  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.

  I received a free hotel voucher that was given and the only thing that was required was to pay the initial fee of approximately $168.00 and then the resort fee after I booked which was approximately $159.00. I booked back on May 1st to **** and was told that someone would reach out to me to let me know if I was concerned. I received a text message stating that my dates for the resort was not available and to choose another option. I ended up closing a different option and its been terrible communication ever since. Ive been given the runaround with no clear answer. chatted multiple times with different people that give me different answers. On Tuesday, June 7, I was told I was confirmed for **** and I would get an email. On 10 June I was told something completely different and was told it was at a totally different destination. This is such a scam and these people shouldnt be in business. Its been a terrible experience and I want all of my money back and I dont want anything to do with this company. I would love a refund on my initial fee and my resort fee. There is no way I should still be worried about a hotel, I should be planning my vacation right now, but for the past 7 weeks its been a nightmare. I dont want to chat or speak to anyone else again, just return my money.

  Business Response

  Date: 06/15/2023

  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 ****************************************** so we can further assist you.
  
  Redeem Vacations

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20171032
  
  I am rejecting this response because:

  After speaking with ***** from Redeem Vacations, she promised that I would get a confirmation email in regards to my upcoming stay that Im still waiting to get. I havent received anything so I cant say that I am satisfied with this message. 

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

  Business Response

  Date: 06/23/2023

  Dear Customer,

  Once of our staff has reached out to you to resolve your concern. If you still have any other issues, please feel free to reach out to our 24/7 live chat support at RedeemVacations.com. Thank you.

  Customer Answer

  Date: 06/23/2023

   
  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. They were more than helpful after speaking with them on the phone. The complaint was satisfactory and Im happy about the outcome.
  
  Sincerely,
  
  ***************************