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:07/17/2025

  Type:Billing 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.

  after we signed up with bestvacationdealsnow in *******,Fla. and had our credit card charged $598 , we asked for a written contract to be sent by mail. We never received it We called and asked to speak to a manager one day. He never called back. The second day we did the same and asked for a manager to call back, he never did.We called our credit card company and put in a dispute resolution to cancel the charge on Wednesday, July 16th, at 3:47 on wednesday July 16th we received an email from bestvacationdealsnow that said they had refunded our $598.We called the credit card company to see if this was indeed true and it was NOTDO NOT DEAL WITH THIS COMPANY

  Business Response

  Date: 07/17/2025

  Hello Mr. ****************** bought your package on July 2nd which we ***t you documents for your package and you signed them. You called in and asked to have the forms printed out and ***t to you on July 7th. We have printed them out and *** it to you, we cannot account for what the postal office does or how they process but we did get that handled for you. You also spoke to our Supervisor on July 3rd, 7th, 8th, and 14th. You asked for a refund on the 14th and we submitted the refund to our coorporate office. You received a notice in email form from our banker stating the accurate information of the refund being processed on the 16th. Your bank will of course tell you that they didn't receive anything because it takes 7 - 10 days business days to process any refund or transactions. You have the email with the information so you can always call them in a few days and verify this information but you have been refunded and you have been spoken too multiple times.  

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid ****** thru Vacation offers vacation package to go to ********* and stay on 4/25-28 at the *********, attend presentation the receive refund back and restaurant voucher plus more. First our hotel reservation was cancelled a week before leaving and no other hotels available at no charge so I had to find my own hotel 25 minutes from strip. Then I still have yet to receive my refund of ****** when promised it would take 5-10 business days. I called several times and there no manager and they give an excuse about how systems are down and cant give refunds its been almost 4 weeks and nothing. I also never got pampas $100. Please help.

  Business Response

  Date: 05/30/2025

  Hello *** ***,

  Unfortunately the company you are looking for is not ours. We are Best Vacation Deals and according to the pictures you have submitted you bought a package through someone named Vacation Offers. We did not sell you a package nor were we able to locate you in our account under your name, phone number, or email addess. According to the photos you submitted as proof of purchase the phone number for the company you bought from is listed as ************ and their email is ************************************* *********** is Best Vacation Deals and our phone number is ************ and our email is *********************************** We hope you find a solution but we are not the company you are looking for. 

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 paid for a vacation package deal that included 2 domestic trips 5 days/4nights; ***************** 8 days/7nights. When I requested reservations for ******** for two separate dates 6/8 (5/4) & 6/12 (5/4) I was informed the dates were unavailable & I accepted & confirmed the proposed alternative dates of 10/15/2025 thru 10/19/2025. A representative claims she attempted to call me to confirm multiple times-There were no such calls and since no contact was made nor messages left, the days were no longer available. I confirmed I wanted those dates upon booking and provided ************ information. I also redlinned the initial agreement regarding no refunds and a discrepancy in the resort fees & taxes quoted for domestic other topics. Additionally, after I received the "agreement" At this point, i'm certain I'm being deceived and manipulated to pay a game of

  Business Response

  Date: 05/20/2025

  Hello *** ********,
  You were not deceived in anyway. As stated by the contract all dates are based on availability and according to our vendor for the properties in ********, Wyndham was getting booked up rather quickly. Our vendor informed us that they did try to contact you multiple times regarding the reservation and the dates. We also have similarly run into the issue of communication when it comes to phone calls with your reservations. It seems that emails are a lot more efficient to reach you however, resorts and vendors rely on phone calls to properly confirm trips and they were unable to reach out at a time that ******** was available. As stated to you previously we would be more than happy to assist you in booking other destinations or options for your package.
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23241478
  
  I am rejecting this response because:
  

  The representative providing the response information is not being truthful. I was informed by ****** and another representative that everyone was experiencing issues with the hotel/vendor and Bestvacations would not booking for ******** for now-******** was the motivation behind me purchasing the deal. I initially requested my booking date for late May, I was told my dates were not available and was offered June *****. I called in response to an email requesting my name, driver's license & DOB and the name, DOB of another guest adult. I provided all of the requested info to proceed with booking my reservation. A **** called, lied claiming to have tried calling me several times (no history of missed calls) they couldn't reach me and  lost my requested dates. In truth, there were Never any dates available because they were no longer booking with the vendor/hotel that I wanted reservations for. They offered an additional certificate that does not cover any locations that I can reserve, all of the delays has caused me additional funds for flights and ruined my plans to take time off from work 

  Sincerely,
  
  ******* *****-muhammad

• Initial Complaint

  Date:03/28/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  This was to be a vacation package with Wyndham Resorts for 3 trips to be used over time. The package was $500.00 for 2 5 day 4 night stays and 1 8 day 7 night stay. I have never received any information other then the initial paper work from this company and have never been able to contact then since the original contact and purchase. I have spoken with ********************** and have been made aware that they have no knowledge of this company working on their behalf nor do they show that I have any trips available through their company.

  Business Response

  Date: 04/02/2025

  After reading the complaint from this customer, we checked our records and this customer has been sent all his documents and he has signed them all. We have copies of his signed confirmation letter. The confirmation letter has all the details of the promotion that was purchased by this customer. We are not Wyndham and none of the documents that we send mention Wyndham on it. We have tried to call the customer to figure out if this was an oversight on the customers behalf or has he confused us with some other agency.

  Customer Answer

  Date: 04/14/2025

  I have never received any phone calls from anyone concerning this matter 

  Customer Answer

  Date: 04/15/2025

  As far as I'm concerned there was never a good faith attempt made as I never received anything from said company.  

  Customer Answer

  Date: 04/16/2025

  As far as I'm concerned there was never a good faith attempt made as I never received anything from said company.  

  
  

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking fees:The company stated there were no booking fees on the phone. After I paid they sent me a contract to sign that has $199 booking fees for the international places other than ******. Time to use trips:On the phone and on the contract I was given "lifetime to use" the trips. However, the certificate for the 8 day/7night trip is already expired 30 days after purchase so I can't even book it if I wanted to. Additional fee/charge before I can book (not including taxes/resort fee at the hotel that I was told about):After signing the contract I had to request how to book the 7 night trip since they did not provide anything. After several attempts calling (rarely answer the phone) they sent me an email that has a link for me to pay an additional $25 to a different website to get my certificate to even look at potential places to book. ****************** would not refund my purchase even though they lied about several items. The staff on the phone were very rude and treated me like I am stupid. They kept saying everyone has to pay taxes (which was not my issue) and ultimately said the trip says not refundable in the contract. I am aware it states that, but they are not providing what the contract states, and are trying to charge more. I have done a few other timeshare presentations and there were no surprise charges/fees like this place. STAY AWAY. DO NOT BOOK WITH THEM.

  Business Response

  Date: 02/25/2025

  Hello Mr. *******
  You're package with Best Vacations Deals was waived for the booking fee and your contract said very clearly that certain properties charge their own fee, and you did not have to travel to those that charge the extra if you didn't want to. Because we wanted to have a package with you in good faith we offered you a partial refund in the amount of $198 that were for those properties that reflected that booking fee. Also, your 8 days & 7 nights trip is not expired. Because it is a voucher the email expires after 30 days if you do not redeem it that email expires but we send vouchers again once you are ready to travel - had you have called us we would have informed you of that as well. You have not been lied to and we have spoken to you several times and sent you several email with information that you requested on multiple occasions. We are currently in the process of looking for availability for you and are happy to work with you on our destinations! 
  

  Customer Answer

  Date: 03/11/2025

  I did not see the companies response because the email from BBB went into my junk email. When I was reviewing my junk email recently I did see that the case was being closed because I did not respond. 

  In response to the company: Yes, you refunded some of my money because you said there were no booking fees and then you sent a contract that had booking fees. At that point I was refusing to sign the contract since we only had a verbal agreement at the time. I was not given the option of a full refund so something back is better than nothing. This was also before I knew that I would be asked to pay more money to get the certificate to even start booking that trip. This fee is NOT going to the hotels as additional fees like you keep referring too. It is a very poorly operated website that some days does not even load or take a few tries after it times out to be able to open it. 

  I also called to see if I would even be able to book one of my other trips like you mentioned you were searching for availability. You let me know that Cape Cod has no available for July this year (5 months out when asked). I called several times, but you don't answer, so I sent an email about this and a few days later get a voicemail that nothing is available. I looked at the list of properties and when I go directly to their website they still have rooms available in July so I am not sure why nothing is available for me. 

  Customer Answer

  Date: 03/12/2025

  Date Sent: 3/11/2025 6:25:12 PM
  

  I did not see the companies response because the email from BBB went into my junk email. When I was reviewing my junk email recently I did see that the case was being closed because I did not respond. 

  In response to the company: Yes, you refunded some of my money because you said there were no booking fees and then you sent a contract that had booking fees. At that point I was refusing to sign the contract since we only had a verbal agreement at the time. I was not given the option of a full refund so something back is better than nothing. This was also before I knew that I would be asked to pay more money to get the certificate to even start booking that trip. This fee is NOT going to the hotels as additional fees like you keep referring too. It is a very poorly operated website that some days does not even load or take a few tries after it times out to be able to open it. 

  I also called to see if I would even be able to book one of my other trips like you mentioned you were searching for availability. You let me know that Cape Cod has no available for July this year (5 months out when asked). I called several times, but you don't answer, so I sent an email about this and a few days later get a voicemail that nothing is available. I looked at the list of properties and when I go directly to their website they still have rooms available in July so I am not sure why nothing is available for me. 

  Business Response

  Date: 03/18/2025

  Hello Mr. ************** certificate that you are referring to is a 7 night long trip with resort taxes & fees and a redemption fee of about $40. This gives the company a reassurance of you using their trips as they are 45-star properties of a week-long trip. We mentioned to you previously that our company does not book the certificates all we are able to do is send out the voucher and walk you through the step on booking with them.
  Secondly, your package is a promotional basis trip where our company is allotted a certain number of rooms for each location and your confirmation letter that you signed clearly states that we don't guarantee any bookings because of availability. You were also informed that any booking fees from our company would be waived, the booking fee you are referring to is something that is directly charged by properties only in ******************. But in good faith we still gave you a partial refund of a little more than that booking fee cost in hopes of promoting your travel with our company.
  

  Business Response

  Date: 03/19/2025

  Hello Mr. ***************** style="color: rgb(33, 37, 41);">The certificate that you are referring to is a 7 night long trip with resort taxes & fees and a redemption fee of about $40. This gives the company a reassurance of you using their trips as they are 45-star properties of a week-long trip. We mentioned to you previously that our company does not book the certificates all we are able to do is send out the voucher and walk you through the step on booking with them.
  Secondly, your package is a promotional basis trip where our company is allotted a certain number of rooms for each location and your confirmation letter that you signed clearly states that we don't guarantee any bookings because of availability. You were also informed that any booking fees from our company would be waived, the booking fee you are referring to is something that is directly charged by properties only in ******************. But in good faith we still gave you a partial refund of a little more than that booking fee cost in hopes of promoting your travel with our company.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22939177
  
  I am rejecting this response because:

  You are saying I have to pay an additional $40 fee for something I already paid for. You say it gives "the company" which is not you or the hotel/resort I am going to stay at "reassurance". This is not for a trip, that is just to get a certificate to be able to book a trip. I already paid for the trip and this is not a resort fee or taxes that is paid to the resort as I would expect. It is a fee to separate "company" for a trip I already paid for. This was never mentioned and it is not in the contract. You are charging me, or making me pay another "company" more for something I already paid you for. Plain and simple. 

  Yes, I am aware it is subject to availability but I want others to know that even booking 6 months out there was no availability for the entire month. I have kids and summer time is the time for trips but apparently not with you guys. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/18/2024

  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.

  ************************** called me pretending to be affiliated with ********************. Said they were hired to win me over with a very special offer. $440+ change deal on 4 separate vacation. Now no answer and there address is bogus if I researched it correctly.

  Business Response

  Date: 12/20/2024

  Hello *** ******,
  According to the documentation you signed it was very clear in stating we are Best Vacation Deals working with multiple vendors and providers to promote other properties such as Wyndham, Holiday, Exploria, and ext. When you were called by our sales agents, we informed you that because you stayed at previous Wyndham properties you were being offered a promotional discounted package for a 5 day & 4 night All-Inclusive trip, 5 days & 4 nights domestic trip and a 8 day & 7 night luxury resort voucher for the amazing price of $449. You read our terms & conditions and signed agreeingly to everything on our documentation. You then contacted our customer service line to have a reservation submitted to *********, ** in Feb 2025; we have availability but because you failed to inform our team that you just stayed in that same area in the same vendor that we provide less than 6 months ago your reservation was denied. You did not give our team a chance to look for other options or vendors that you could have utilized. Additionally, our address is correct, and we do have a website. You have not gotten in touch with us since your initial conversation with the customer service agent. We process over 5000 reservations a year and have a lot of happy traveling customers. But if customers do not inform us of previous tours or is untruthful about the presentation they will automatically be denied by the vendors as these are promotional minivac trips.
  
  

  Business Response

  Date: 12/23/2024

  Hello *** ******,

  According to the documentation you signed it was very clear in stating we are Best Vacation Deals working with multiple vendors and providers to promote other properties such as Wyndham, Holiday, Exploria, and ext. When you were called by our sales agents, we informed you that because you stayed at previous Wyndham properties you were being offered a promotional discounted package for a 5 day & 4 night All-Inclusive trip, 5 days & 4 nights domestic trip and a 8 day & 7 night luxury resort voucher for the amazing price of $449. You read our terms & conditions and signed agreeingly to everything on our documentation. You then contacted our customer service line to have a reservation submitted to *********, ** in Feb 2025; we have availability but because you failed to inform our team that you just stayed in that same area in the same vendor that we provide less than 6 months ago your reservation was denied. You did not give our team a chance to look for other options or vendors that you could have utilized. Additionally, our address is correct, and we do have a website. You have not gotten in touch with us since your initial conversation with the customer service agent. We process over 5000 reservations a year and have a lot of happy traveling customers. But if customers do not inform us of previous tours or is untruthful about the presentation they will automatically be denied by the vendors as these are promotional minivac trips.

• Initial Complaint

  Date:08/29/2024

  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.

  Back in June 2022 I received a call from who I thought was Hilton Vacation because thats who they introduced themselves as. But when I received the confirmation after purchasing it said Best Vacation Deals which is not what I signed up for. I paid $299 for a Vacation I could never used.Well a year later I tried to book a Vacation through the numbers that was provide and either they wouldn't answer and you leave a voicemail they would never call back. I actually had to call from another number to get through and when I finally booked the Vacation I wanted I paid the $75 booking fee, which I wasn't aware of and after that the representative told me that I had to wait on a call for confirmation. When I received the call later that day she told it was nothing available for a few months out and kept trying to push Gatlinburg on me and I kept saying I'm from ********* and did not want to go there on vacation. When I asked for a refund on the $75 I never received it and they stop answering the phone. I tried to book another trip months later and nothing I wanted was available. This is a scam!!!!!The representative is saying they are Hilton Vacation which they are not. They do not answer the phone and if you leave a voice message they do not call you back. I am skeptical of any vacations deals when they call me all because of this scam.

  Business Response

  Date: 08/30/2024

  Hello Ms. ****************** do apologize for your experience but you were informed that we were Best Vacation Deals in that initial purchase call. We introduced ourselves as Best Vacations Deals and informed you we were calling to offer you promotional trips because you had stayed with ****** before. You agreed to all terms on a recorded call which is still saved in our database. You also signed all documentation that stated we were Best Vacation Deals and it also stated the fees that you would be expected to pay. The booking fee and destinations we offer were all presented on that form. We have gone through all the conversation we had with you and realize that you didn't have a great experience but the reason behind that is because you were booking with the exact 30-day timeframe and wanted very popular destinations - we let all guests know that availability is a very big thing with all our destinations. Our reservation department would let you know what was available and you would call back weeks after to reserve the destination which is also a factor as to why you were having a hard time with destinations not being available. The reason you didn't receive a refund on your booking fee is because our reservation department made 3 reservations for you. Weather they were fulfilled or not the team still did the work to provide you with the best care we could offer and the documentation stated it is a one-time fee that is taken for the very first reservation that is made and it will cover all reservations that follow after. 

  Business Response

  Date: 09/03/2024

  Hello Ms. *************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem;">We do apologize for your experience but you were informed that we were Best Vacation Deals in that initial purchase call. We introduced ourselves as Best Vacations Deals and informed you we were calling to offer you promotional trips because you had stayed with ****** before. You agreed to all terms on a recorded call which is still saved in our database. You also signed all documentation that stated we were Best Vacation Deals and it also stated the fees that you would be expected to pay. The booking fee and destinations we offer were all presented on that form. We have gone through all the conversation we had with you and realize that you didn't have a great experience but the reason behind that is because you were booking with the exact 30-day timeframe and wanted very popular destinations - we let all guests know that availability is a very big thing with all our destinations. Our reservation department would let you know what was available and you would call back weeks after to reserve the destination which is also a factor as to why you were having a hard time with destinations not being available. The reason you didn't receive a refund on your booking fee is because our reservation department made 3 reservations for you. Weather they were fulfilled or not the team still did the work to provide you with the best care we could offer and the documentation stated it is a one-time fee that is taken for the very first reservation that is made and it will cover all reservations that follow after. 

  Customer Answer

  Date: 09/11/2024

  Good afternoon

  How would you know I had traveled in the past with ****** if you have no affiliation with them and why would you even mentioned them if you have no affiliation. Also I never scheduled no three vacation with you guys I only scheduled one vacation with this company. After i did not get the trip I wanted and it was said it will be months I never scheduled anything else and asked for a refund of the $75 and I was told on the recording line that it  was refunded several of times but I never received the refund. Now that you say the call was recorded and I have proof that you stated that all calls are record I can further my claim that means can prove three trips was not planned and I can pursuit this. 

  This company is FRAUD and is taking people money. I also looked up the location that is located for their address that place is another business and that is not their business. This company is scamming individuals out of their hard earned money and I will pursuit this legally now if I do not received some of my money back!!! I have the evidence that I need now.

   

   

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22214129
  
  I am rejecting this response because:

   

  Good afternoon

  How would you know I had traveled in the past with ****** if you have no affiliation with them and why would you even mentioned them if you have no affiliation. Also I never scheduled no three vacation with you guys I only scheduled one vacation with this company. After i did not get the trip I wanted and it was said it will be months I never scheduled anything else and asked for a refund of the $75 and I was told on the recording line that it  was refunded several of times but I never received the refund. Now that you say the call was recorded and I have proof that you stated that all calls are record I can further my claim that means can prove three trips was not planned and I can pursuit this. 

  This company is FRAUD and is taking people money. I also looked up the location that is located for their address that place is another business and that is not their business. This company is scamming individuals out of their hard earned money and I will pursuit this legally now if I do not received some of my money back!!! I have the evidence that I need now.

   

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

  Business Response

  Date: 09/17/2024

  Miss ******* we have been in business since July of 2015. We have served more than ****** guests that have traveled with our promotions. We have spoken to you multiple times about your trips and have even scheduled a trip for you. We are NOT A SCAM!! Allegations can be easily made but we  have done everything in our power to help you. You have attached the signed confirmation letter that we sent you with the terms clearly mentioned. Your vacation promotion has expired, you purchased 3 vacations for only $299.00 back in June of 2022 but we are still willing to help you set up your vacation. We do have Hilton properties that you can stay at but that doesn't mean that we are Hilton. We work with multiple hotel and resort chains. We have been trying to help you but it seems like you are making stuff up to get your $299 back. It has been more than 2 years since you have purchased this package and within these 2 years we have probably communicated more than15 times. Since you purchased the package we have moved to another location. Our current address is on ****** and is also listed on our website. You may call us at ************. We will be more than happy to assist you.

• Initial Complaint

  Date:04/13/2024

  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.

  Transaction Date: March 16, 2023 Amount Paid: $898.00 Business: Best Vacation Deals Customer ID: ******** I purchased a ********************** package from Best Vacation Deals. The sales call was on March 16, 2023, the same day I was charged, as per the authorization receipt. I was coerced into signing the contract on November 3, 2023 before receiving any further details of the package. Only on November 6, 2023, did I receive an email listing some of the destinations, which revealed only one unsatisfactory hotel option in **********, contrary to the sales call assurances. This misleading information and the inability to combine trip segments as promised were clear discrepancies from the initial sales presentation.Despite repeated attempts to resolve this with Best Vacation Deals, no satisfactory resolution has been provided. The company has maintained their stance on the non-refundable nature of the package despite the clear misrepresentations. Multiple follow-up emails and calls have led to no resolution, and my request for a review of sales call recordings has been ignored.I am seeking the BBB's assistance to resolve this dispute. I request the cancellation of the package and a full refund due to the unethical sales tactics and misrepresentation of the vacation package terms. The companys practices have been misleading, and the contractual obligations were not fully disclosed prior to signing, violating the fair expectations of a consumer transaction.Advertising of the package was conducted over the phone, and therefore, I do not have a physical ad reference.(Please find more details in my Letter to BBB attached)

  Business Response

  Date: 04/18/2024

  Hello Mrs. *********************** have sent you several forms of documentation that laid out the terms and conditions before you even signed the contract from our company. We have also noted that after you purchased the package on 03/16/2023 you were given details about destinations and resorts on 11/03/2023 which happened a few hours before you signed your final documents and contracts. During our original sales presentation call you were also informed that we only have 1 resort in ********** and this was stated to you several times since your purchase. We have also informed you of several other locations that your package is able to be used in. You have not been misled as this company has been around since 2015 and all terms and conditions were said to you verbally before the purchase happened as well as in a written form after the purchase has gone through. At no point during all of our conversations did any of our employees tell you something different, we have all given you a read out of the terms and conditions and have sent you your own signed contract that states these rules. 
  

  Customer Answer

  Date: 05/20/2024

  I am requesting the reopening of my complaint against Best Vacation Deals. I disagree with their response dated April 18, 2024. Here are the key points:

  - Sales call conducted on March 16, 2023, resulting in my authorization to charge my credit card, as reflected in the Authorization Receipt dated March 16, 2023.

  - After the sales call, no contract was provided to me proactively. Due to the lack of information, I was compelled to request further details regarding the package destinations.
  

  - During a follow-up call, I was informed by the company that I must sign the contract to receive additional information about the destinations included in my travel package.
  

  - I signed the contract on November 3, 2023, as confirmed by the All-inclusive Confirmation Letter, in order to proceed with obtaining the necessary details for my travel planning. The company then communicated that the details would be sent to me via email, and not during the call, further delaying my access to the full terms of my package.

  - It was not until November 6, 2023, that I received an email with a list of destinations included in the package. This email revealed that for my trip to **********, only one hotel option was available, which was unsatisfactory and contrary to the assurances given during the initial sales call.
  

  - Additionally, during the sales process, I was led to believe that the package would allow for the combination of different trips, such as a cruise with a Costa Rica stay. This too was proven untrue, further demonstrating the discrepancies between the sales representations and the actual package offerings.
  

  These actions by Best Vacation Deals constitute a gross misrepresentation of the product and a clear tactic to prevent any possibility of cancellation within the cooling-off period. The forceful requirement to sign the contract before revealing full package details was manipulative and constituted an act of bad faith.
  

  I firmly request that Best Vacation Deals cancel this package and issue a full refund due to the unethical sales tactics employed and the subsequent disparity between the verbal promises and the written terms.

  Customer Answer

  Date: 05/20/2024

  I am requesting the reopening of my complaint against Best Vacation Deals. I disagree with their response dated April 18, 2024. Here are the key points:

  - Sales call conducted on March 16, 2023, resulting in my authorization to charge my credit card, as reflected in the Authorization Receipt dated March 16, 2023.

  - After the sales call, no contract was provided to me proactively. Due to the lack of information, I was compelled to request further details regarding the package destinations.
  

  - During a follow-up call, I was informed by the company that I must sign the contract to receive additional information about the destinations included in my travel package.
  

  - I signed the contract on November 3, 2023, as confirmed by the All-inclusive Confirmation Letter, in order to proceed with obtaining the necessary details for my travel planning. The company then communicated that the details would be sent to me via email, and not during the call, further delaying my access to the full terms of my package.

  - It was not until November 6, 2023, that I received an email with a list of destinations included in the package. This email revealed that for my trip to **********, only one hotel option was available, which was unsatisfactory and contrary to the assurances given during the initial sales call.
  

  - Additionally, during the sales process, I was led to believe that the package would allow for the combination of different trips, such as a cruise with a Costa Rica stay. This too was proven untrue, further demonstrating the discrepancies between the sales representations and the actual package offerings.
  

  These actions by Best Vacation Deals constitute a gross misrepresentation of the product and a clear tactic to prevent any possibility of cancellation within the cooling-off period. The forceful requirement to sign the contract before revealing full package details was manipulative and constituted an act of bad faith.
  

  I firmly request that Best Vacation Deals cancel this package and issue a full refund due to the unethical sales tactics employed and the subsequent disparity between the verbal promises and the written terms.

  Business Response

  Date: 05/27/2024

  Hello Mrs. ******************* greatly apologize for the way you feel, however, we have had ample communication with you via phone call and email. We have always also only had 1 property in ********** which was mentioned to you during your initial sales call. You were sold a package particularly for ********** hence the reason we know you were only advised on 1 property. We would be more than happy to upgrade your package with no additional cost to travel to any of our other all-inclusive destinations. Your package is still open and valid and we would be happy to have you travel with our company. We have been around for 10+ years and have had more than ****** customers travel and enjoy their trips with us. You purchased your package more than a year ago and no where in between that time did you ever receive information that was not stated by our sales representatives or our legal documents. We have explained multiple times about our properties and have also received new destinations that *** be of interest to you. 

  Business Response

  Date: 05/28/2024

  Hello Mrs. ***************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem;">I greatly apologize for the way you feel, however, we have had ample communication with you via phone call and email. We have always also only had 1 property in ********** which was mentioned to you during your initial sales call. You were sold a package particularly for ********** hence the reason we know you were only advised on 1 property. We would be more than happy to upgrade your package with no additional cost to travel to any of our other all-inclusive destinations. Your package is still open and valid and we would be happy to have you travel with our company. We have been around for 10+ years and have had more than ****** customers travel and enjoy their trips with us. You purchased your package more than a year ago and no where in between that time did you ever receive information that was not stated by our sales representatives or our legal documents. We have explained multiple times about our properties and have also received new destinations that *** be of interest to you. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21572989
  

  I appreciate the opportunity to respond to Best Vacation Deals recent reply to my complaint.I find their response unsatisfactory for the following reasons:
  
  1. **Lack of Full Disclosure Before Signing**: Best Vacation Deals asserts that they provided all necessary information before I signed the contract. However, I was compelled to sign the contract on November 3, 2023, to receive further details about the destinations included in the package. This practice effectively withheld critical information - like hotel selection until after the contract was signed, preventing an informed decision-making process.
  
  2. **Delayed Contract ********************* did not provide the contract promptly after the purchase. I only received it after actively seeking it out.This delay is significant as it shows that I was not given adequate time to review and consider the package details before being contractually bound.
  
  3. **Misrepresentation of Package Terms**: During the initial sales call on March 16, 2023, I was assured that multiple high-quality options would be available. The reality of only one unsatisfactory hotel option was only disclosed after the contract was signed, contrary to what was promised.
  
  4. **Inability to Combine Trip Segments**: One of the key selling points during the sales call was the ability to combine different segments, such as a cruise and a ********** stay. This feature was later revealed to be untrue, further indicating misrepresentation during the sales process.
  
  5. **Non-Refundable Policy and **************** Issues**: Despite these misrepresentations, Best Vacation Deals has refused to refund the package. My requests to review the sales call recordings to verify the information provided have been ignored, demonstrating a lack of transparency and an unwillingness to resolve the issue fairly. I kindly request that this matter be resolved before I escalate it further. I have recordings from the sales process on my end and ask that you review them from your recorded lines.
  

  Given these points, I firmly request that Best Vacation Deals cancel my package and issue a full refund. Their sales tactics and the disparity between verbal promises and the written terms amount to unethical business practices. I am disappointed by their response and the continued refusal to address the discrepancies.
  
  I appreciate the BBBs assistance in facilitating this dispute and look forward to a resolution that respects consumer rights and ethical standards.

  
  Sincerely,
  
  ***********************-scensnovic

• Initial Complaint

  Date:03/02/2024

  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.

  Best Vacation Deals is a scam!! When I go to book my paid vacations, the website is not available. Last August I got a call stating that they were Hilton Grand Vacations. I had previously used Hilton for vacations in the past. They had all of my information from my past vacations including dates and locations taken, so I thought they were who they claimed to be. They offered me the same destinations as Hilton also. I agreed to a package and then also agreed to pay an additional few hundred dollars for a cruise. Over all, I paid $748 for 1 all inclusive international and 4 domestic vacations along with 1 cruise. When I received my contract it was incorrect and missing some of the vacation deals. When I called back I was transferred immediately to the rep who handled my booking. She sent me a corrected contract and I signed. I received the email to sign up for my cruise. I was never told that they would charge an additional fee just to log in and hold my cruise. I declined to sign up by the deadline. Here it is months later and I am trying to take advantage of one of my many vacation that I prepaid for, and the website bestvacationdealsnow.com is unavailable using ******* I attempted several times, even googling the business name for the website. One time it actually took me to the website, but when I clicked on log in, it took me to a page stating that page was unavailable. When I attempt to go to the website using chrome, it wont let me go to the website because it states that a security threat has been detected. I want all of my money back.

  Business Response

  Date: 03/04/2024

  Hello **********************,

  I apologize that you feel scammed however, your documents all state that in order to make reservation plans or utilize your vacation package you must contact our customer service line. We have noted in your account that the last time anyone has spoken to you was on 08/02/2023. You have never called our customer service line so we were not aware that you were trying to use your package. Our website was hacked and we are currently working on getting it fixed. We tried to give you a call today and was met by your voicemail, please call our customer service line at ************ or you can email us at **********************************. 

  Business Response

  Date: 03/04/2024

  Hello **********************,

  I apologize that you feel scammed however, your documents all state that in order to make reservation plans or utilize your vacation package you must contact our customer service line. We have noted in your account that the last time anyone has spoken to you was on 08/02/2023. You have never called our customer service line so we were not aware that you were trying to use your package. Our website was hacked and we are currently working on getting it fixed. We tried to give you a call today and was met by your voicemail, please call our customer service line at ************ or you can email us at **********************************. 

• Initial Complaint

  Date:02/16/2024

  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.

  Bought a package 2 years ago. $499 and I was told Id have to do a resort presentation and pay resort fee. Ive done these in the past with Hilton, Marriott so that was standard. I check to see availability and then this company hits me with a $100 booking fee. Never stated in the contract and they said the information was provided. Clearly not if its not written.

  Business Response

  Date: 02/16/2024

  Hello ***********, 

  You were told several times about this fee after your initial purchase. You stated that it was not written into a contract; however; the confirmation letter you received states the booking fee as well as all the terms and conditions for this package. We have sent you both the authorization receipt and the confirmation letter, the authorization receipt states what you were purchasing and the confirmation letter states all the terms & conditions as well as the fees that are expected to be paid by the resort. The confirmation letter is the contract for your package as well as it being a legal document that states everything included in the package you purchased.