ComplaintsforClub Med Sales, Inc

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As a loyal long-term customer of Club Med (for over 20 years) who referred dozens of ******** customers to you over the years, I would like to know why they are scamming their loyal clients in collaboration with ******************? On March 9, 2024 I booked for my family ******************** resort for March 2025, and opt for their new Tugo ***************************** offer at the time of booking (online). Shortly after booking, I contacted Club ******************** and asked them to switch the resort from *********** to *****************. I was told that there is no problem to do so but I will be "losing the insurance primum I paid " as the insurance cannot be transferred to another resort. This is $476! Nowhere during the online booking process is it mentioned that the insurance premium is untransferable.Same for the reservation Terms and Conditions and the "Tugo" policy sold by Club Med, which was only sent to me AFTER the booking was completed and paid for (On the Certificate of Insurance it is only mentioned that Refunds are not available). I clearly do not ask for a refund. I just ask that the insurance premium I paid be honored for my ***************** booking. I sent an email to Club Med Reservation and Sales about this issue and the answer I got was:The Insurance is not refundable or transferable, any changes whether its changing dates, resort or people booked on the file necessitates the repurchase of the insurance. The Club Med Reservation and Sales email did not include any proof whatsoever that such a policy was communicated to me at the time of purchase (or even after purchase was made).I have asked to bring this issue up to ******************* but got ignored.

  Business response

  03/27/2024

  We are in receipt of ********************** complaint to the BBB. We apologize for the frustration he is experiencing with ************** and their policies. Please understand that we sell supplemental insurance as a third-party provider. We have no control over the policy rules that TuGo puts in place and must abide by their rules. As a specific policy was purchased for our resort ***********, that is not a policy or cost that can be transferred to another resort should the customer decide to travel to another destination. Policies are created for that specific booking/dates. Should the customer want to change their destination or dates, this would mean the previous policy is null and void and a new policy must be purchased for the new booking. This is not fraudulent; this is very typical for insurance policies. It is not required that ****************** re-purchase the supplemental insurance on the new booking as it's voluntary, however, the policy that was purchased for *********** is non-refundable and non-transferable. However, as we value ****************** and his family and want to ensure that he has a wonderful holiday next year, we have taken the liberty of adding the supplemental insurance on his new booking and absorbed that cost. Please understand that this is a one time gesture and should ****************** need to change destinations, dates, etc. again we will not be able to refund or absorb the cost of the insurance.

  We hope that this will resolve the issue and we wish ****************** and his family a great stay at *************************. 

  Customer response

  04/05/2024

   
  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

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We originally booked Club Med in ************* as a trip for 2 of ** in January 30 - Feb 5, 2022. Due to Covid ************* one of us we decided to postpone the trip and receive a voucher for future travel as we cannot re-enter ****** without 2 weeks isolation at that time and didn't want to be ill while traveling to begin with. We opted for the voucher, and sadly my Grandmother passed away later in 2022 and unfortunately did not permit us to travel during the 2022 season and into 2023. I contacted Club Med directly to ask if we can still use the voucher for a trip in early 2024, beyond the current expiration and the Consultant said he could not perform this over the phone, but to email their accounting department as they would likely ***** the use of the credit as a one time exception. I emailed the account as requested on December 31st Subject Line Booking #********* and received no response to that or a subsequent follow up. While I understand the voucher has expired as per Club Med's terms, the least someone could do is respond to an email and advise one way or another. I am quite disappointed in the Club Med lack of response despite our efforts to reach someone on this matter.

  Business response

  03/13/2024

  To whom it may concern, 

  The credit in question was initially expired on December 31st 2023.  ******** **** Med will gladly extend this credit and allow the funds to be applied to a new reservation for travel in 2024.  Our ***** ******************** will issue this credit extension as soon as possible and respond to the guest directly with terms of its use.  We apologize for any inconvenience and look forward to getting a reservation on the books for our client. 

  Thank you, 

  *************************** - ***** Services/Travel **************** **** Med North America.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a trip through Volleyball Vacations for the Turks location in November 2024. I paid in-full ($7500) for myself, and my two adult daughters. We were looking forward to the trip so much. Unfortunately, a tragedy occurred and I was required to cancel. When I wanted to pay I was given the link and the option right away, but when I needed to cancel in January, I was told I would need to wait until the next payment cycle which would be around March 1st. I reluctantly waited. March 1st comes and goes and I follow up and I am told that I will get my refund but that their hands are tied because it goes through Club Med and now I have to wait until about April 20th! I have tried calling customer service numbers with no help or direction, and this is my last resort before getting an attorney. My daughters were extremely sad they are not going and if I didn't need the money for my family I would not have canceled. Taking someone's money in less than 24 hours, but not willing to return it within a reasonable timeframe is not good business. Everything I have shared is in emails.

  Business response

  03/07/2024

  We are in receipt of ******************** complaint to the BBB. We sincerely apologize for the inconveniences she is experiencing with Al B. who is the acting group leader from Volleyball Vacations. Al B. with Volleyball Vacations has placed a deposit on group space with our Meetings & ***************** for this event to only hold space, but no individual names or payments for the group attendees have been supplied to Club Med. Had the individual name or payment been supplied, the Club Med policy is to provide a full refund, with no waiting period. ******************** funds are sitting with ******** from Volleyball Vacations and not with Club Med. The April 20th date that he has provided to her is not a Club Med policy but a Volleyball Vacations policy and unfortunately, we are unable to comment on or make any exceptions to as Volleyball Vacations is not a ********************** However, we will be reaching out to Al B. and advising that **************** has complained to the BBB and it would be in his best interest to refund **************** the money she has paid to Volleyball Vacations as soon as possible. We also recommend that **************** continue to reach out to Volleyball Vacations to get her refund and if needed to file a complaint against Volleyball Vacations if they continue to delay her refund. Again, we are sorry for the inconvenience, and we hope that she is able to resolve her concerns quickly.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 14 of 2023 I booked a trip with Club Med at their ****** location. This was a ski trip for myself, my wife, our 3 children and my mother. This is my first trip with Club Med and therefore I had many questions before booking. We will also be traveling from ******************* to ****** which is a long way. I call multiple times before booking to ask questions. My main question was whether our youngest son would be able to participate in there ski program. There website states that skiing starts at age 4. Our son turn 4 two weeks after our trip. I expressed this concern to the booking agents. They told me I must book him as a 3 year old but once I arrive the resort would accommodate him in their ski program. I called yesterday to confirm this and was told he absolutely could not participate in the ski program. I was also told the program was full anyway. The customer service person was extremely rude. She put me on a long hold. When she came back she said she reviewed all of my calls back in September and told me the agents I spoke to did not explicitly tell me he could participate. She then told me my 3 year old was not signed up for any childrens program. I explained to her that I had called multiple times prior to booking to confirm all of my family would be able to participate in all the programs for families they offer. I am now being told that someone will need to stay back with my 3 year old because he cant participate in any of the programs.This trip cost me $12,000 before airfare for 6 people. It was intended to be a family ski trip, the first for our youngest. I am now being told 5 days before the trip that this cant happen and that the trip in non-refundable. I understand that I booked a non-refundable trip but I did so based on false and misleading information from the sales agent. If I had been provided accurate information at the beginning I would not have booked. I would like a full refund. My reservation number is *********.

  Business response

  02/17/2024

  We are in receipt for ************************** concerns to the BBB. After reviewing his file there may have been some lack of information regarding his 3 year old and ski lessons. Unfortunately, even after asking for an exception from the resort for liability reasons they are unable to make an exception on allowing the 3 year old in our mini club group (4-11years old) which would provide ski lessons. We cannot make this exception even if his child is turning 4 in a couple of weeks. We apologize this was not made clear when ********************** was confirming his reservation. We did however advise that they can contact ********* ski directly and organize a private instructor for his 3 year old at an additional cost. ********************** did not want to do this as he does not want to pay for ski lessons for his child. We offered a future travel credit so that he and his family may consider traveling with us in the future, but this was refused so we made an exception to our terms and conditions and offered to refund his reservation as he no longer wished to still travel. A refund in the amount of $13,479.09 has been refunded back to the credit card used to pay for the reservation. The refund can take up to 14 business days to appear on his credit card statement. 

  We are sorry that we could not find a mutual agreement in order to keep the ********* family traveling to ****** Charlevoix, but we do hope that ********************** will consider us again in the future for his sun or ski vacations.

   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We (I and my mother) booked with Club Med US a vacation at ***************** for the dates 10/6/2023 -10/19/2023 (Booking ID **********. I seek a total refund to my original form of payment (i.e. credit card) of $2895 for the following two major grievances: 1) I *********** impaired on crutches and informed the ********** to my arrival. However, in contrast to the online advertisement, major parts of the resort (theater/entertainment, front entrance restaurant, bar, front desk, boutique, pool and more) were not accessible to me due to chronically slippery floor surfaces in the central building complex, which posed an unacceptable slip and fall danger to me. 2) In contrast to local *************** regulations, ***************** imposed an excessively restrictive quarantine on me and my mother from October *****; my mother self-identified as COVID-19 positive to ask for food delivery, but Club Med forced my mother and me (although I tested negative and had no symptoms) to stay in our room for 5 days (we were specifically told that we were only allowed to open a window, but not the door unless to receive a food delivery); this happened without providing any written evidence of such Club Med policy; in addition, Club Med failed to provide basic service during the imposed quarantine, such as providing disinfecting solution/wipes, cleaning, trash removal, and more. Specific details are listed in the attached timeline and evidence. We have filed a complaint with Club Med US customer relations, but Club Med has only offered us a refund of $1598 in form of a travel certificate applicable towards future vacation. Latter is not acceptable, because it is too low and because we are still traumatized from the last vacation with this company, therefore we do not plan to book future travel with them, making travel certificates useless.

  Business response

  01/30/2024

  We are in receipt of ************************ concerns to the BBB. Please accept our sincere apologies for any inconveniences ******************** experienced while vacationing at our resort in the ****************. We are also very sorry that they fell ill during their stay. While we understand that being quarantined is never ideal it is necessary and protocol for our resorts to follow the local guidelines when a known case of Covid has been detected in order to contain the case and to keep others safe as well. Again, we understand this is not ideal and it is required even if not all of the guests test positive as they are listed as being in contact with the person that is ill and must quarantine until any 

  In following up with the resort we were advised the following regarding their situation:

  ****************************************************************************************************

  10th October 
  Message was received from front desk said guest would like to talk with management team regarding her covid case. The nurse ********* was also asked to join to provide medical advice. ********* explained *** regulation and on top of that for people staying in Club Med need to isolate in the room for 5 days included the day of the positive test. The attached document was shown to the guest. The guest was not happy and disagreed with nurse telling them that they needed to be isolated immediately. At that point any help was refused from the nurse moving forward by the guest. 

  Normally the nurse delivers the food and checks on the guests 3 times per day, but as guest insist the room division manager ****** took over this task from the nurse and delivered the food daily. Covid kit was delivered 2 times during the 5 days, and a 2nd time extra towel offered (Normally one covid kit enough for 5 days use). 3 times per day during the meal deliver time we check with them on their condition and if they need something for the room. We also explained when the covid kit was delivered that housekeeping services will stop during the quarantine as we cannot expose our housekeeping employees to the illness. They were also advised at that time that on Sunday morning they no longer need to isolate and will be released from the room. Sunday morning housekeeping did clean and disinfect the room. The guest was frustrated that no one inform them in advance and no information provide on the website (they need to see the wording QUARANTINE) that they need to be in isolated if they test positive during their holiday.

  ***********************************************************************************************

  We understand the frustration and we are sorry that ******************** was not aware of the protocols involving Covid when traveling, but this information is provided on the *** website and it is the traveler's responsibility to be aware of the country's guidelines regarding Covid, vaccinations and other requirements for the country they are traveling to. The resort followed the required protocols and provided the best service that they could considering the situation. However, because we recognized that they did not have the stay they had hoped for we did refund $300 as a gesture for the Covid testing that was not covered under insurance and as an additional gesture due to the inconveniences they experienced we also provided a future travel credit in the amount of $1598.00. This credit can be used at any of our resorts worldwide. We will not be providing any additional credits or refunds due to this issue as we believe what we have offered is fair.
  
  

  Customer response

  02/07/2024

  Complaint: 21202239
  
  I am rejecting this response because:
  

  1) *** business did not provide any response to my grievance point 1, i.e. that important parts of *** resort were inaccessible for me, because I *********** impaired. The resort was advertised as accessible, yet some of *** floors were chronically slippery, which *** resort was aware of but did not solve *** problem.
  

  2) Although *** business did provide a response to grievance point 2, we reject *** response because:
  2.1) The business refers to local *************** government ******19 regulations to justify ***ir excessively restrictive isolation/quarantine mandate that was imposed on us (i.e. forcing my mo***r and me to stay in our room for 5 days). Not only did *** resort staff falsely apply outdated *** regulations (see 2.1.1.), ***y also applied *** (outdated) regulations incorrectly (see 2.1.2).
  

  2.1.1) The official *** ******** of ****** ******19 website [***********************************]posted on March 24th, 2023 *** following announcement: Expiration of *** Public And Environmental ****** (COVID19) Regulations: The ******** of ****** and ***** Services wishes to advise *** traveling public that *** Public And Environmental ****** (******19) Regulations (Arriving Passengers ****** Clearance) will expire on March 31 2023. This ***refore means that proof of ******19 vaccination will no longer be required for visitors to *** ************************ as of April 1, 2023.
  Persons are strongly encouraged to take general precautions to protect ***mselves and limit transmission of ******19 and o***r respiratory illnesses in circulation. This includes: practicing frequent hand hygiene (washing hands with soap and water for at least 30 seconds or use of hand sanitizer), maintain physical distance (at least 6 feet apart), cover your coughs and sneezes and wear a face covering, especially when indoors and around o***rs and particularly if you are experiencing any respiratory symptoms.Eligible persons are strongly encouraged to consider taking ******19 vaccine/booster and *** flu shot. Those with underlying conditions and *** elderly are strongly encouraged to be vaccinated and stay up to date with ***ir boosters. ******19 vaccines, *** bivalent booster and flu vaccines are available at no cost at all Primary ****** Care Clinics. [***********************************news/1662-expiration-of-***-public-and-environmental-health-covid19-arriving-passengers-health-clearance-regulations].
  => This means that at *** time of our vacation (October 2023), *** printed *** policies shown to us by *** resort staff about required selfisolation were outdated and no longer valid. This is supported by many o***r facts: a) *** treating physician ****************** at *** Grace ****************** told us that we should follow typical advice for o***r respiratory illnesses (e.g. keep distance to o***r people and/or wear face mask, not share glasses/utensils with o***rs and so on, but nothing about being confined in a room for several days),on *** official *** Travel Pre-Authorization *** ASSURED website [*******************************************************************]one can read *** following statement: Vaccine No Longer Required: The following information on this page is no longer relevant as *** vaccine requirement was removed on 1 April 2023. The information below is simply a history of *** Assured for reference purposes.; also *** is a ******* Overseas Territory and ***s ******19-related websites commonly referenced ** government regulations [******************************].Latter state that There are no ******19 restrictions in ******. If you have ******19 you should try to stay at home. , i.e. stay at home is clearly a recommendation that is voluntary, not a mandate/requirement. May 5th 2023 *** WHO declares an end to *** ******19 global health emergency.
  

  2.1.2) Even if *** *** ******19 policies would have been active, *** interpretation of *** resort staff was still excessively restrictive. For example, ****** ****** Service Navigator (MyHSN,[************************]), which is a companion website for *** National ****** Service (NHS, [*******************],*** publicly funded healthcare systems of *** **************) explains self-isolationas follows [************************top-tip/do-i-have-to-isolate-if-i-have-covid-in-2023]:If you test positive for ******19 , you should: Self-isolate. This means try to stay at home and avoid contact with o***r people for 5 days. You can go for walks but try to avoid groups of people (e.g. in *** supermarket). . Maybe in a hotel it could seem challenging to leave *** room while maintaining distance to o***r guests (indoor hallways, elevators ), but we were in a resort where *** room door opened to *** outdoors, no elevators and surrounded with extensive park and beach areas; ***refore it would have been well within local *** regulations (from 2020-to early 2023) to go outside for a walk. Therefore,we were basically wrongfully imprisoned by *** resort staff.
  

  2.2) I have provided evidence that services that are generally deemed essential for isolation/quarantined hotel guests (such as providing disinfecting solution or wipes, trash removal) were not or late provided by *** resort staff. In addition, *** so-called COVID kit was a plastic trash bag containing 4 rolls of toilet paper, 4 small towels and 2 packs of cosmetic tissues which was provided to us one time, not twice. We did ask on day 4 for additional towels, which were later provided to use, thats all.
  

  2.3) It is correct that we refused fur***r interactions with Nurse ********* for *** following reasons: A) when my mo***r first sought treatment,we pointed out that she had ******19 like symptoms, but *** nurse ignored our concerns and even said that she was not allowed to provide ******19 self-tests to guests. B) During *** discussion on Oct. 10th in *** reception area she was hostile and at one point refused to provide meal deliveries to us because we disagreed with *** imposed policies. C) She also contacted *** office of ****************** at ***** ****************** - without our permission. ***************** called me and my mo***r in our resort room to inform us that ******************* *** resort had called *** Grace ******************* that she was hostile,accusing *** physician of conspiring with his patients to randomly spread ******19,but ****************** said that he had refused to communicate with her.
  

  2.4) The business continues to only offer travel certificates ra***r than refund to our original means of payment (i.e., credit card); considering that we are still traumatized by ***ir treatment, we refuse to be forced to book ano***r vacation with this business in order to receive part of our requested refund.  
  

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

  Business response

  02/08/2024

  Again, we apologize that ***** was a factor for ******************** and her mother during their trip. Covid and the restrictions that are put in place by the **************** government are not in the control of Club Med when someone tests positive for Covid; however, Club Med is required to follow these guidelines whether ******************** was aware of them in advance or not. The guidelines are put in place for safety and again are put in place by the government. Club Med does not have to compensate for these requirements put in place by the government, but as a gesture we did refund $300 for the tests that insurance would not cover and offered a future travel credit. Again, this was a gesture. Compensation was and is not required in this case, but we understand that their vacation did not go as planned so we wanted to show that we understand the disappointment and we hope that ******************** would be willing to travel with Club Med in the future. We provided the report from the resort directly that shows that Club Med did all they could to keep ******************** and her mother comfortable given the circumstances.

  Customer response

  02/08/2024

   
  Complaint: 21202239
  
  I am rejecting this response because:

  the business either has not read my last response or they choose to ignore it; in either case, their latest response does not provide any additional information or explanation, and their justification is incorrect. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We checked into Club med ****** yesterday afternoon after spending a hefty sum for a 7 party trip with 3 kids. Aside from absolutely run down and dirty conditions we convinced ourselves that we will overlook things for the kids. However our room upon arrival had such a musty smell and wet walls and that my wife went faint and nearly passed out. We went to administration to complain and after many hours they send a technician and left a noisy humidifier in the room, our first night was awful all my children have started coughing including my baby and I fear the room carries a long history of mold in the ** vent and we are all risking our health. My one year old baby was in NICU for RSV at birth and has sensitive breathing and lungs since then. My wife could not breathe the entire night and felt pain in her chest in the morning when she woke up. We have asked for a new room but told that there might not be one - my in laws have also received a must room and my father in law has been suffering headaches since he arrived and have also asked for a new room which he might receive tomorrow.. This was a very expensive family trip and I do not accept such conditions which risk my familys enjoyment and also health I want I refund and to check out early and find a new hotel in the area or go home.

  Business response

  11/20/2023

  We are in receipt of Mr. and ******************* concerns about their stay at Club Med ******. We understand the ***************** has departed the resort early due to conditions of their rooms. Our Guest Relations team has sent an email to the ***************** advising that a refund is being processed in the amount of $3569.82 for **** and *********************** and $2115.44 for ****** and *******************. These amounts represent the cost of the unused nights at the resort. The funds will be returned to the credit cards used to confirm the reservation. Please allow up to three weeks for the refunds to be processed and posted to the credit card accounts. Please be advised that the reservation is a Non-Refundable Rate promotion, we would normally not issue a refund for any portion of the vacation. However, Club Med prides itself on being customer service oriented, and we are prepared to do whatever we believe is fair and reasonable to help resolve a situation, so we have made an exception to refund the unused nights due to the inconveniences experienced. Please accept our apologies for any disappointment Club Med may have caused. 

  Customer response

  11/27/2023

  Subject: Rejection of Partial Refund Offer - Complaint: 20888600
  
  I am writing in response to the recent communication from Club Med concerning my complaint (ID: *********. While I appreciate their reply, I must reject the offer of a partial refund for the following reasons.
  
  The two nights we "spent" at the resort were under extremely poor conditions. The first night was particularly distressing as we had to endure dense, suffocating air without any viable solution provided by the resort. The second night, we were provided with a large, noisy humidifier, which unfortunately did little to alleviate the situation. These conditions made relaxation impossible, significantly detracting from the intended experience.
  
  Moreover, being forced to find alternative accommodation during peak season for seven people was a daunting and unpleasant task. This unexpected change resulted in substantial additional expenses as we had to pay more for fewer nights at another location. This was our only option to avoid being left without accommodation, especially with small children.
  
  We value our past experiences with Club Med resorts, particularly in the ******************, and wish to continue enjoying them in the future. However, given the severity of the situation we encountered, we expect at least a full refund. We are not seeking additional compensation, only a fair resolution for the two days of our yearly vacation that were adversely affected.
  
  Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.
  
  Sincerely,
  *******************

  Business response

  11/28/2023

  We appreciate ****************** response to the BBB regarding his recent stay in ******. We understand that their vacation was not what was expected and for this we apologize. We have already refunded the unused nights as a gesture of goodwill as an exception to our terms and conditions. Unfortunately, we are unable to refund for the nights the ***************** stayed at our resort and used our services. Despite our best efforts to rectify their concerns they still felt it was best to depart the resort early. However, because we do appreciate their patronage and would like to welcome them back to a Club Med resort so we can demonstrate that their experience at ****** was he exception to the rule, we will offer a future travel credit in the amounts of $892.45 and $528.86 which represent the nights they did stay at the resort. Our Guest Relations team will send an email to ************** detailing the future travel credit details. Once again, we apologize for the disappointments the ***************** experienced at Club Med ******. We hope to have the opportunity to welcome them to another one of our resorts in the near future. 

  Customer response

  12/22/2023

  We never heard back from the vendor. We never got the money credit they approved or an email from the hotel for the future use of the credit. 
  They still acting in a way that they don't care from their guests. We would like to proceed with this complaint. 

   

  Thank you

  Customer response

  12/22/2023

  We never heard back from the vendor. We never got the money credit they approved or an email from the hotel for the future use of the credit. 
  They still acting in a way that they don't care from their guests. We would like to proceed with this complaint. 

  
  

  Business response

  01/01/2024

  As ************** disputed his entire reservation charge with his credit card company, we are in the process of working with our finance department to get an update on the dispute. There has been a delay due to the holidays, as our finance department has not been available. We will provide an update as soon as possible once we have a status on the dispute. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a member of Club Med since May of 2020 and a platinum member since May of 2022. I have spent about ****** in vacations, merchandise and extras since Ive been a member. I booked the ****** vacation on 12/22/2022 and used the semi-flex option in hopes that the price might drop. It was more than I wanted to spend, but my wife and I wanted to try it. The price did drop in February, but when I called in, I was told the price was the same but the air tickets were less and there was nothing you could do. This was after I pointed out the air tickets were close to the same price. It was only a few hundred dollars difference, so I decided to let it go. Then, two weeks ago, a friend of ours inquired about going with us to ****** in August and my wife asked me to check prices for her. When I did, I was surprised to see she could get a ticket with flight for about **** dollars USD. So, I checked the price for our same time and flight and found that it was ****, a difference of ****. Surely this could not just be plane tickets.The next day I spoke with a representative about it and he informed me that the price could not be lowered because I was within 60 days of our trip. Why do I have to call this in at all? What kind of customer service lets me over pay **** dollars and doesnt even bother to let me know of a price drop? After discussing this with him, I asked to speak with someone who could help me. After a long wait, he put me on with ******* from *****, **. She did not help me. She insulted me. And I did not get any money off my overpriced trip, and now I have a bad taste in my mouth about ****** and about ******. But, I dont want to lose what I already paid for. Club Med routinely changes itinerary with NO refund, (Several occurances) but doesn't budge when the price drops.This is how they treat their loyal customers. I expect a refund of our vacation at ****** of no less than ****.00 USD. Sincerely, ************************* GM: ******** Booking: *********

  Business response

  07/25/2023

  We are in receipt of ***************************** complaint to the BBB regarding the pricing on his reservation to ****************************************. We are pleased to welcome him in August and know that he will thoroughly enjoy his stay at our beautiful resort. We are disappointed that ***************************** experience with Club Med has been frustrating as that is not our intention. As with many travel providers in the industry our pricing is dynamic, so pricing can increase and decrease throughout the year. It is not stated in our terms and conditions that were provided to ****************** when he confirmed his reservation, that Club Med will honor pricing if it decreases after a reservation is purchased. We apologize if this is frustrating for ******************, but he can be assured that when he purchased his vacation in December, he took advantage of the best possible pricing we were offering at that time. However, as we do appreciate ***************************** patronage, as a gesture of goodwill, we will reduce his package price on his ****** reservation by $1064.00 as was notated in his record by ******* on July 12, 2023.  Please allow **** business days for the refund to appear on his **** credit card statement. In addition, we are never able to discount any pricing off of the airfare. We book airfare as a 3rd party entity and as a convenience for our customers; therefore, we have no control over airline pricing as we do not own or operate the airlines. We are only able discuss or modify any pricing on the land portion of any Club Med reservation. 

  Please note that there will be no further discounts honored on his ****** or ****** reservation. This will be notated on both of his reservations and it is also recorded here with the BBB. 

  Again, we apologize for any frustration ****************** has experienced with Club Med. We hope that this gesture will resolve his frustration and above all we hope that he will enjoy his stay with us. 

  Customer response

  07/25/2023

   
  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

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to reschedule my travel plans with ClubMed due to work related reasons. In order to receive a reimbursement from my employer concerning the additional amount paid for this alteration in dates, I needed a receipt, declaration or any form of document that presents a discrimination of the specific costs of changing the reservation. Even after several emails and phone calls, Club Med personnel refused to provide the requested information, under the allegation "they didn't have that sort of information on their system".Here I am unable to get a refund because they are refusing even an email detailing the amount I paid. Unbelievable!!!

  Business response

  05/04/2023

  We are in receipt of ************************ complaint to the BBB. We apologize for any frustration that ******************** has had with Club Med. Attached she will find the documents we are able to produce to show the fees that she were charged in order to change her reservation. We apologize if this is not sufficient, but we are unable to produce any other documents.

  1st document=10% of land fees charged on original reservation in the amount of $226.11CAD

  2nd document=the amount that was charged for additional fees the airline charged to revise the reservation. These fees equal additional cost for each ticket as well as airline change fees. This totals $1532.42CAD. This is the receipt from our payment system that clearly shows ******************** did indeed pay to Club Med the fees the airline charged so that we could reissue her airline tickets.

  It should be noted that this was a voluntary change made by ********************, not one that Club Med initiated. We also made several exceptions to our cancellation policy in order to reduce the fees as much as possible. Unfortunately, we do not have any control over the fees the airline's charge and have to pass those fees on to the customer, however, the land fees charged by Club Med were reduced greatly as a gesture because we appreciate ************************ patronage. 

  Again, we apologize for any frustration experienced. We hope this matter has been resolved. 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The website clubmed.us has a special these days (like every year) when you can book a ski vacation for next year and get a better pricing. We are regular customers of Clubmed ***. So, a couple of weeks ago we booked a ski vacation for ****. Booking Number 480068964.At the time of booking and because it was more than 12 months in advance there weren't flights available except a United flight (i guess because this is a regular flight running all year). The other incentive they provide is the inclusion of the transfers to and from the hotel to **************. So everything was looking good. I booked the package even if the return flight was not good thinking that there is more than enough time to adjust the return when down the road more flights will come up. Then i called Clubmed to clarify the flight issue and i was told to call after May 2023 when the airlines will have more flights in the system., here in **, Today i called Clubmed to request a change on the dates. Apparently the *************** of ********* here in **, assigned a different week as a Spring brake. See here: ********************************************************************** we need to move our booking a week forward. Instead of the original ***** March **** we now need the week after, 31 March to 7 April ****.The problems started when the flights came up in the discussion. It was an unbelievable conversation and we told them that the company needs to be punished for treating loyal customers badly. Customers like us who paid $4000.00 one year in advance and they don't have a booking number/confirmation from the airline.Basically Clubmed takes an early booking even if they are no flights and even if they cannot provide you with a flight booking number, which is fine. Now we want to make a change and they want to charge us AT LEAST $300 PER PERSON. Based on what? We know and they know that there is no booking with the airline yet. If it is, where is the booking number and we can take it over with the airline. It is just unethical to selling us a product that we all know it doesn't exist yet. On top of that, trying to abuse us and charging us fees for changing flights more than a year in advance? Any major US airline will not do that for the basic reason that you cannot book so early.After holding the line for the Clubmed **** ****** FOR LONG TIME WE WERE INFORMED THAT WE CAN CHANGE THE DATES FOR THE ROOMS BUT IF WE ATTEMPT TO CHANGE THE FLIGHTS WE WILL BE PENALIZED. We will also be penalized if we cancel the whole booking and we will not get credit or refund for the flights and our membership. (It makes you wonder what the membership has to do with flight? why they will keep our membership fees?).I can go on and on with my discussions in 3 different calls. The bottom line is that we are loyal customers, we go to Clubmed every year. To advertise specials a year in advance and then taking our money and run away? just because the school district change the dates of our son's break? A multinational company like Clubmed wants so much to step on a family because they responded to the company's early marketing?Please investigate, we just want to keep our booking and adjust the flights accordingly with out fees. If they don't want us as customers they can give us back our money (no future credit).See the attachments for the details.Thank you.

  Business response

  04/06/2023

  Thank you for forwarding Mr. ****** complaint to the BBB. We apologize for any frustration **************** has had with Club Med as that is not our intention. Please understand that when booking a Club Med package with flights, we offer the transportation as a convenience for our customers, but it's important to note that Club Med is subject to the policies and fare rules as determined by the airline. Club Med does not have any authority to absorb fees or any additional costs the airlines impose, if our customers choose to change their already confirmed dates. Both Club Med and the customer are subject to the airlines terms and conditions. We were able to be flexible on the land portion as Club Med is solely responsible for that portion of the reservation; however, are not responsible for the airline portion that we book as a 3rd party entity. As stated previously, Club Med and our clients are subject to the policies and procedures put forth by the airline. 

  With that said, as an exception I have asked my supervisor team to reach out to **************** so that he can revise his dates, and we will within reason, absorb some of the airline penalties/additional cost in order to prove that we appreciate **************** and his family's patronage. He can expect a call from Club Med within the next few days to rectify his situation. Again, we apologize for any frustration and we hope that **************** will accept our resolution. 

  Customer response

  04/08/2023

   
  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

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unfortunately we had a problem with the administration. When we arrived we were assigned to a run down room. So the window fell down and caused damage to our belongings. The safe was also smashed. We had one of the highest upgrades; semi-acknowledged fault, semi-forgiven fault. Our new room in the Zen however had a sewer backup. In the middle of the night, a carpet of ***** matter settled in some of the rooms of the Zen. The smell was so intense that one of us woke up and threw up. Until then, despite the inconvenience, we accepted the facts with faith that we would have empathy from the administration when we returned.So when we got back, we asked for a refund for the night with sewer backup and half of the original amount of the insurance claim for the broken property. Credit was issued for the night, but declined due to excessive number of restrictions (high season, land only, expiration, need to contact to enforce, etc). Club Med also denied the insurance claim for $500.Today we had to pay a lawyer to do formal notice at Club Med and go to small claims court. As long as this review will remain here, it means that Club Med has not opted for an amicable reconciliation.Finally, *****'s response ************************************ is so arrogant that I'm not going to set foot in the chain again unless I'm told her email was a mistake.Thanks,***** (GM#********)

  Business response

  08/31/2022

  We are in receipt of ************************************ complaint to the BBB. ******************************** is currently speaking to our Guest Relations team located in ********, ****** as they are actively working on a solution for him due to his experience. Our team in the U.S. will not be able to assist him, since he did not book his reservation through the U.S. office. Upon reaching out to the ******** Guest Relations team they have confirmed that ******************************** has confirmed that the ******** has refunded him 607.33$ due to a charge back. His cell phone is still of concern and he advised he will be sending pictures verifying the incident to the Guest Relations team for further investigation. The team has made an appointment to speak to him in further detail today. ******************************** will need to continue working with the ******** team to resolve his concerns. 

  We apologize for any frustration ******************************** has experienced with Club Med.

  Customer response

  09/01/2022

   
  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,
  
  ***************************************

*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. ↩