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:07/29/2025

  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.

  What happened was, we were down at the pier about 0825 for our excursion which was scheduled to leave at 0830. I know we were supposed to meet the guide at 0820 but the gangway wasnt going to down until 0830 and I figured it wouldnt be a big deal because no one on the boat would be there at 0820. Well, got down there and there was no one to be found holding a sign which had the excursion name on it. We were told the evening before we would be on bus number 78 so we looked for a bus with 78 on it. Well we found one and decided to wait to see if anyone got on it or if the driver had the sign we were looking for. At about 0840 I decided to check the area again to see if we missed the sign. I found no one holding a sign. At about 0850 I used whats app to contact the tour guide. And got no response from her. At 0900 I contacted the number for the tour company and after a short conversation they told me she left without us. They said that over 20 people from the same cruise managed to make it to the tour and sent me a video of, who I assume is the tour guide, standing out side the pier at 0840.I told them they didnt have over 20 people show up because there are only 19 spots on the list and 4 of them are me because my name was in there twice with 2 slots. Im pretty sure they didnt have that many people because only three names are highlighted on the sheet and from past experience, the highlighted names are the ones who showed up. Also the email they sent the night before had us meeting up with ****** at bus 78 then it changed at some point where we were meeting Camy at bus 80. Once I noticed the change I started making the phone calls.

  

  Business Response

  Date: 07/29/2025

  Thank you for your message, Mr. *********** We sincerely regret that you were unable to participate in your scheduled excursion and understand how disappointing that must have been.
  While we sympathize with your situation, we must advise that we had three additional orders from the Allure of the Seas for the same excursion and departure time, all of whom arrived on time and were successfully checked in without issue.
  As you noted in your account, we were down at the pier about 0825 for our excursion which was scheduled to leave at 0830. I know we were supposed to meet the guide at 0820... Unfortunately, arrival after the scheduled check-in time is considered a no-show. While our guides often allow a brief grace ******* they are also instructed to depart promptly in order to maintain the schedule for all guests.
  We understand there may have been some confusion regarding the guide and bus number; however, we are confident in the procedures followed by our local operator and the communications that were provided in advance. Given this and the timely arrival of other guests from your sailing, we are unable to honor your request for a refund.
  We appreciate your understanding and hope to have the opportunity to welcome you on a future excursion under better circumstances.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23668803
  
  I am rejecting this response because:
  The procedures were not followed. If the tour wasnt supposed to leave until 0830 and I was down there at 0825 I would have seen the tour guide. The tour guide was also not wearing the correct attire which was an orange shirt and was not carrying a sign as they were supposed to. 
  

  I am confident the proper procedures were not followed and you failed as a company. I assure you I will never use your company again and be sure to let others know how terrible the company is. 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/31/2025

  We appreciate the opportunity to respond to Mr. ******* continued concerns.
  We regret that Mr. ****** feels the proper procedures were not followed, and we take all guest feedback seriously. In order to fully investigate his claim, we consulted with the local tour operator involved in this booking. Based on their response and supporting materials, we respectfully maintain our original position on the matter.
  According to the vendor, the tour guide was present at the designated meeting point on time, wearing the correct uniform, and clearly visible. A video taken at the meeting location shows the guide and transportation in place, and all 19 other confirmed guests successfully boarded the vehicle without issue.
  No contact was received from Mr. ****** until 8:58 AM, which is notably later than the 8:30 AM meeting time. The vendor stated that had the meeting point been unclear or the guide not been visible, they would have expected communication much earlier.
  The operator also confirmed that there was no change to the meeting location, vehicle, or guide assignment for this tour. Additionally, the manifest supports that the group size was 19 paying guests, not 4 duplicated names as suggested.
  While we understand Mr. ******* frustration, the combination of video evidence, successful boarding of other guests, lack of timely contact, and accurate manifest details all support the classification of this case as a no-show per our booking terms and conditions.
  We acknowledge Mr. ******** dissatisfaction with this outcome and regret that his experience did not meet expectations. However, based on the information provided by the tour operator, we must respectfully stand by our initial resolution and consider this matter closed.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23668803
  
  I am rejecting this response because: the video is inaccurate. It shows 19 guests and they say all of them showed up. However my name is in there twice and it shows only some names highlighted. This means only a few of the guests showed up. It is an inaccurate representation of those who showed up and what happened.  If the company was serious about guests concerns and complaints they would do whats right. No one was holding the sign as they were supposed to be. They changed the meeting information without notice. They said I was going to meet at bus 78 and I was waiting by bus 78. I know I contacted them late but this is because I was waiting by the bus they said I should be at. I wrote two three paragraphs on what happened yet they use one partial sentence to say I was wrong. However even in that sentence if the guide was where they should have been and holding the sign they should have been holding I would have made the tour because I was still down there before they were supposed to leave. 
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 08/01/2025

  So companies are allowed to lie in their response and no one does anything about it?  

• Initial Complaint

  Date:07/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had an excursion booked for 7 people on July 1, 2025 in ******************* ******. This was for a zip line excursion. Prior to our departure, our daughter had a severe medical issue that did not allow her to make the trip with us. Then when on the ship, my significant other severely injured his foot. This excursion requires hiking for approximately 45 minutes on rough terrain, clearly with an injured foot he could not make the trip. This left me with the decision of leaving him behind and taking 4 kids on the excursion by myself in ****** or attempting to cancel the excursion. While I understand fully their cancellation policy, most every company offers some form of reimbursement when an emergency prohibits people from taking an excursion. Aside from all that Cabo was facing an incoming hurricane which was shutting down the port for July 2. I contacted the company and made them aware of the situation at hand and was basically told tough luck. Mind you, I paid this company over $1000 for this excursion and they are not even willing to refund the two who had emergencies and were unable to participate. Aside from that after further research on other sites, this is listed no where on their site, I learned that my eight year old does not even weigh enough to do all of the zip lines. The site clearly expresses the max weight, but not the minimum weight. So on top of everything, even if we did go she wouldnt have been able to participate and I didnt find that information out from further research until inside the 14 day window. At this time I believe I should be entitled to a refund due to the misinformation presented about the excursion. I should not have to be responsible for additional research to determine weight limits.

  

  Business Response

  Date: 07/10/2025

  Dear Ms. *******,
  First and foremost, we sincerely regret that you and your family were unable to participate in your planned zip line excursion in *******************. We wish your daughter and significant other a full and speedy recovery.
  We understand how disappointing it must have been for your family to miss out on this experience, especially due to medical emergencies and unforeseen circumstances.
  Regarding cancellations for emergencies, we do offer an Excursion Protection Plan (EPP) for an additional $88 at the time of booking. This plan is specifically designed to provide coverage in situations such as medical issues that prevent participation. Unfortunately, this protection was not added to your reservation, which limits our ability to offer refunds outside the standard cancellation policy.
  In relation to the weight requirements, our website does list both minimum and maximum weight restrictions under the excursion details. Specifically, it states:
  
  Participants must be at least 8 years old. Guests must weigh at least 55 pounds (22 kilograms) and must not exceed 300 pounds (136 kilograms) on lines 1 through 7, or 250 pounds (113 kilograms) on line 8. Participants must be able to walk for 45 minutes in five to ten minute intervals through rough and steep terrain.
  
  We strive to be transparent about all excursion restrictions so that guests can make informed decisions before booking. Were very sorry if this information was overlooked or if there was any confusion while planning your trip.
  While we regret we are unable to provide a refund outside our stated policies without the **** we truly value your feedback and will continue working to ensure all information is as clear and accessible as possible for our guests.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23560815
  
  I am rejecting this response because: your company needs to implement a policy that allows for injury or severe illness that unexpectedly disallows people from participating. I understand I failed to purchase the protection, but I was under the impression that that protection was needed for cancellations that were NOT emergencies like what we experienced. I would happily have the $88 taken out of the refund amount, but I paid you over $1000 and had a severe emergency which prohibited us from participating. Every company I have ever worked with has had understanding that things happen outside of control with the exception of your company. I did not have any clue two weeks prior that we would face not only a medical issue that prevented participation, but also an injury of another person in our party. As soon as this happened I contacted your company and you have been zero help. Two weeks is ridiculous for cancellation. We had zero intention of cancelling for any reason, but sometimes like happens. I ask that you reconsider keeping my $1000 in light of an emergency that my family is already dealing with outside of having to deal with your companys horrific customer service. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/10/2025

  Dear Ms. ***************** understand you felt that the Excursion Protection Plan (***) was intended only for non-emergency cancellations and not situations like the medical emergencies your family faced. Id like to clarify that under the **** terms and conditions, medical issuesincluding illness or injurythat prevent a guest or a member of their party from participating are explicitly covered reasons for a full refund. The *** states:
  
      This plan offers you the peace of mind that you will receive a FULL REFUND for your shore excursions in the event certain unforeseen circumstances prevent you from participating in your excursions. This includes:
      ? Medical Issue: Any illness, injury, or other medical issue which prevents you from participating in your shore excursion.
  
  Unfortunately, without the *** added at the time of purchase, we must adhere to our standard cancellation policy, which applies equally to all guests to ensure fairness and consistency. While we appreciate your offer to deduct the cost of the *** from your refund, the plan must be in place prior to the excursion in order for its benefits to apply.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23560815
  
  I am rejecting this response because: it is clear that your company does not care about offering human decency because if you did you would be understanding that people face unexpected challenges throughout life. Your unwillingness to make an exception to your ridiculous policy when someone faces a hardship is truly disturbing. At this point I understand your company is extremely unwilling to help me in this situation, but I hope my severe level of disappointment with the customer service will at least make it up the chain and hopefully inspire better treatment of any poor soul who happens to use your company in the future. I will NEVER recommend your company to anyone and when people on forums ask for input on the company I will ensure that I let them know to run the other way because there is no flexibility or humanity offered by you. I have never felt this level of dissatisfaction with a company. I truly hope future users of your company think twice before you steal their money too.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/29/2025

  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.

  Very disappointed with this company and their customer service. 5/21/25 - Called the day before the excursion to find out what time tour left. Left voice mail, which indicated we would get a response within 48 hours. (E-mail communication confirming tour indicated tour would leave within 30 minutes of ships arriving in port which is why I called as both ships were already docked from the previous night). 5/22/25 Day of tour. Showed up for tour at 8:50 am. We called shortly after 9:00 am and advised tour had left at 8:30 am. We offered to take a taxi to meet up with the tour, but the driver had phone off. Later that day (3:00 pm) called again inquiring about our refund. **** indicated we would be getting a refund. 5/24/25 and 6/2/25 numerous emails exchanged in this time frame. 6/2/25 - Final email received indicating tour could not be refunded. 6/12/25 Talked to ****** *************) who indicated no, the tour would not be refunded but would pass along our feedback about how confusing the departure time was.We were told by an employee 'Khen' on 5/22/25 at 2:58 pm that we would be receiving a full refund and that did not happen.

  

  Business Response

  Date: 07/10/2025

  We regret that you were not able to participate in your excursion and understand your frustration regarding the tour departure time and the subsequent communication. Our e-ticket clearly states Earliest Tour 8:30 AM for ships arriving earlier, including instances where ships are docked overnight.
  While we empathize with the disappointment this caused, we must stand by our decision not to issue a refund, as the tour operated as scheduled and in line with the information provided on your e-ticket.

  Customer Answer

  Date: 07/11/2025

  Hello.  I find it extremely disappointing that Shore Excursions Group would not back their associate/employee **** who I spoke to on 5/22/25 at approximately 3 pm who advised me that I would get a full refund.  In my opinion, this is a poor way to conduct business.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23534117
  
  I am rejecting this response because:Hello.  I find it extremely disappointing that Shore Excursions Group would not back their associate/employee **** who I spoke to on 5/22/25 at approximately 3 pm who advised me that I would get a full refund.  In my opinion, this is a poor way to conduct business.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 07/21/2025

  **********************start="234" data-end="237"> Thank you for your response.
  We understand your disappointment; however, after a thorough review, we must stand by our original position. We do not have a representative by the name of ****, and we were unable to locate any record of a call matching the details you provided.
  At this time, we consider the matter resolved and do not have any further updates to provide.
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23534117
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:05/04/2025

  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.

  SHORE EXCURSIONS GROUP ORDER # *******-2904546 On April 9, 2025 my wife and I were scheduled for a tour of *********** and ******** in *******, ***** at 9:30 am through Shore Excursions Group from the cruise port. Discover ******* ****** would be providing the tour. The cost of the tour was $298. We also purchased the Excursion Protection Plan for $96.On April 9th we departed our ship at approximately 9:10 am.We looked for Discover ******* ******, but they were not there.We called the local representative at 9:18 am, but there was no answer. We also tried to contact Shore Excursions Group in the **, including their emergency number, but they were closed due to the time difference. We left the port and continued to call.We found the local Discover ******* Sicily office and 2 representatives who told us that the tour had changed to 8:30 am.On the day of our tour, we received a text message that our tour was departing at 8:30 am at 11:06 am, well after the tour had left.We have contacted Shore Excursion Group 4 times by phone and once by email. Each and every time they say the same thing, they need to contact the tour operator. Its been weeks and nothing. The electronic ticket shows 9:30 am tour time. Also, when I was finally able to contact Shore Excursion Group while still on our cruise, they still had a time of 9:30 am for our tour. The last time I spoke to a representative, ******, was on April 17th and I also read to her their money back guarantee on their page.I am requesting a full refund of my purchase price of $298 for myself and my wife. I am attaching the order from Shore Excursions Group which shows 9:30 am tour time and the text message with the time of 2:06 am which was the local time in ***********, **********, our place of residence. and 11:06 am local time in ******* *****, more than 2 1/2 hours after the tour started.

  

  Business Response

  Date: 05/05/2025

  Thank you for reaching out and sharing your feedback. We sincerely regret that you and your wife were unable to participate in your planned excursion to Mt. Etna and ******** due to the unexpected last-minute change in the departure time.
  After reviewing the circumstances and understanding the inconvenience this caused, we are issuing a full refund for the excursion in the amount of $298. This refund will be credited back to your original method of payment, **** ending in 2398, and should appear on your account within 35 business days.
  We truly value your business and hope to have the opportunity to welcome you on a future excursion that meets and exceeds your expectations.

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************************************************** Saturday, March 29th, 2025 V.I.P. Corporate Executive ******************************************************************** ******************************* & Fax: ************** Regarding: Very Serious Complaint Regarding: Booking #CB32S5 Dear *************************** Executive:Good morning or good afternoon to You!How is your day today in sunny *****, ******* and/or wherever else You are in the World?My day could be going much better, thank you, except due to the Fact that My Best Friend, Mr. ****** ****** And Myself, Mr. ****** **** Shore Booked A Five (5) Day Cruise To Go From **********, ********** To *******************, ****** and ********, ****** Leaving On Thursday, May 15th, 2025 from **********, ********** through Vacations To Go!In Addition: We contacted Shore Excursions Group just the other day to book Our Boat Trip For ******************* called the Land's End Experience leaving at 10:45 a.m. on Saturday, May 17th, 2025. We chose that time to give us Enough Time To Do A City Tour and Several Hours Later and/or The Very Next Day, I Get An Email Telling Us That Our Excursion Has Been Purposely And Deliberately Changed To 12:45 P.M. Which Has Ruined Our Chances And/Or Opportunity Of Walking On Land To Learn More About The City Of ********, ******, ************************************** Who Commited This Kind Of Horrible Negligence Basically Ruining Our Full Day That We Could Have Spent Doing Not Only The Excursion Mentioned Above, But To Be Able To Hire And/Or Pay For One (1) Of Your Other Tours To Show Us Around Which Is Very Important Since I Am A Volunteer Tourism Promoter ********* Maps With Over ********* Views Per Month On My Photos And Reviews, Worldwide, Plus, I Have My Very Own ******* Channel As Well!For Your Information, My Social Media Is Under:******* Channel: socialmediawriter Instagram: socialmediawriter ********: ****** **** Shore Tiktok: socialmediawriterr

  

  Business Response

  Date: 03/31/2025

  BBB COMPLAINT # ********
  Carnival Firenze 05.15.2025
  Booking # CB32S5
  Consumer: SHORE, ******
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that our valued guest is displeased with the timing and handling of the situation. 
  
  We apologize for any inconvenience; no tours are booked through Carnival for this booking. Refer to the independent tour operator that was chosen "Shore Excursion Group for additional assistance. 
  
  We have acted in a fair and equitable manner and this statement may be considered our final position regarding this matter.
  
  We appreciate you allowing us the opportunity to review this matter with your agency.
  
  Kind Regards,
  Carnival Cruise Line
  
  

  

  Business Response

  Date: 04/04/2025

  The guest has contacted us previously regarding this matter. As was clearly explained during those interactions, the cruise line is experiencing delays in ferrying guests to shore. To ensure the guest is able to participate in the tour and to prevent any potential customer service issues or disappointment, the tour time was adjusted accordingly.
  The guest was presented with two options:
  Proceed with the rescheduled tour time, or
  Cancel the tour and receive a full refund.
  After a detailed conversation with our agent, the guest chose to keep the tour at the new time.
  Given that this issue has already been addressed and the guest opted to proceed with the revised arrangement, this is not a valid complaint.

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:02/05/2025

  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.

  We were charged for 2 shore excursions but never sent a confirmation or eticket. When we called to inquire about the reservation and reported the charge, the company, Shore Excursions, reported that that they had no record of our reservations or charge, yet the charge clearly shows up on our bank statement. They told us they would look into it and get back to us, which they have not done. When we have called numerous times, they have hung up or blocked our call on both the general customer service line as well as the emergency line.

  

  Business Response

  Date: 01/25/2025

  Hello,

  We are a remodeling company not a ticket event company.

   

  Please remove complain.

   

  Thank you,

  Celina

  

  Business Response

  Date: 02/10/2025

  Good afternoon, Ms. ***************** regret that you were unable to experience our tour offerings as planned. It appears that two orders were placed:
  
      Order #*******: This order was confirmed, but the e-tickets were sent to an incorrect email address ************************ due to a typographical error.
      Order #*******: This order was placed with the correct email address; however, it was not confirmed, and your card was not charged.
  
  As a courtesy, we have processed a full refund for Order #*******, which covered both excursionsthe "******** and ****************" tour on January 15, 2025, and the "Manatee Swim and ***************" tour scheduled for January 16, 2025totaling $298.80. Please allow 3 to 5 business days for the refund to be credited back to your original method of payment ***** ending in 2142).
  
  Thank you for your understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canceled shore excursion Sept. 2024 within time limit for same. November 2024 still no refund

  

  Business Response

  Date: 11/18/2024

  Good Morning,
  Thank you for your patience. We apologize for the delay in processing your refund and are pleased to inform you that a refund of $209.88 has been issued. The funds should be returned to the original payment method, MasterCard ending in ****4695.
  

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked 3 excursions and the interruption insurance. 1st excursion: We show up at the tour counter (The Hidden Paradise of Sayulita) and were told our tour already left - even though we were the only ship in port that day, arriving at 10am Mexico time with a tour time of 9:45am and the other 2 people registered for the tour were also standing at the counter learning they could not attend due to a medical issue (not wheelchair friendly). They showed me the list of people registered which included our party and the other people standing there. This tour had not left, I greatly believe this was a bait and switch because they immediately began trying to sell us a lunch tour for more money. The staff called someone and spoke another language, then told us the tour had left without us. Our ship docked after the time listed for this tour that morning and they should have either waited for us due to a late docking time, or refunded us.We immediately contacted our travel agent who sent the form to make a claim, he was profusely apologizing for our (1st) experience using ShoreExcursionsGroup. We filed a claim for this tour on 9/16/2024.The next day we arrived for our tour (Old Matzatlan Walk) and could not locate anyone, so we walked around town by ourselves. We later learned from the website this tour was canceled, but we were not notified. We filed a claim for this tour price as well on 9/16/2024.Our 3rd tour was cancelled due to the tour operator, as there were to be high waves the next morning and we were unable to go out on the water. The tour operator was professional and indicated our tour fees would be refunded.

  

  Business Response

  Date: 10/22/2024

  Thank you for reaching out to us, and we sincerely apologize for any inconvenience this may have caused.
  
  Our management team has approved refund. The remaining amount of $162.00 has now been processed for a refund to ***** ****** Mastercard card ending in 2565, and it should reflect on your account within 3 to 5 business days.
  
  If you have any further questions or concerns, please dont hesitate to contact us.

  Customer Answer

  Date: 10/22/2024

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

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 9/9/2024 The cost was $115 per person. There were 3 of us for a total of $345.(This was the description advertised) *******, a fun-filled aquatic park established in 1999, is one of the coolest spots in ********. On this six-hour Kusadasi shore excursion, you get to enjoy the top-rated facilities, activities, and rides that make this water park a popular destination. This is also the largest and biggest aqua park in all of Europe. This Kusadasi tour is perfect for families or small groups looking to have a personalized adventure and some fun in the sun.Enjoy comfortable, air-conditioned travel between your port and the ****************. This tour includes the park's entrance fee, with all-day use of the exciting facilities and rides available. Make a splash in the cool blue wave pool, where you can catch a wave of excitement in a sand-less, salt-less, and shark-less pool. If you want to get your adrenaline pumping, make your way to the top of the exhilarating slides. Maybe you prefer to simply lie back and relax. If so, the Tropical Lazy River Pool awaits you with fascinating views and peaceful waters.Feel the rhythm of a musical shower at the energetic Rain Dance attraction, which is sure to get everyone splish-splashing and dancing. Over 18 acres of rejuvenating fun with more than 20 exceptional rides and attractions are yours to explore on this refreshing Kusadasi shore excursion. A wide range of food and beverage options are available for purchase inside the park, from Turkish specials to well-known international *********** this Kusadasi shore excursion now for an unforgettable family vacation that's sure to make a splash in your life. Shuttle will be provided for the guests who stay at central locations. - The company did not show up to pick us up. We called the number provided on our tickets. The lady told us they were running late. She later said they were not coming. We asked for a refund and she refused.

  

  Business Response

  Date: 10/01/2024

  Hello and good day. Thank you for your feedback, and we regret your experience. Please allow us the time to review the events of the day and provide you with a prompt resolution once we have completed our review.

  

  Business Response

  Date: 10/01/2024

  Hello and good day,

  After review, it has been determined that a full refund of $345 for the ***************** will be credited back to **** ending in ****6093. Please allow 3-5 business days for the refund to appear.

  
  We regret your experience and hope to have the opportunity in the future for you to enjoy our amazing adventures.
  
  Thank you!

  Customer Answer

  Date: 10/21/2024

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

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a shore excursion with the insurance we were not planning on my mom having to use a wheelchair when we had to get a wheel chair days before leaving we tried calling the number on the papers with no answer and had to to cancel because mom was unable to walk it. Had we not purchased insurance I could see being denied a refund but we purchased the insurance is being denied. we have tried getting multiple time emailing and calling and denied every time what good is the insurance?

  

  Business Response

  Date: 09/03/2024

  Hello and good afternoon,
  Were sorry to hear about your recent experience and would like to investigate it further. Could you please provide your order number so we can review the details and get back to you with a resolution?
  Thank you.

  Customer Answer

  Date: 09/03/2024

   Booking number 1528267 

  

  Business Response

  Date: 09/11/2024

  Hello and good day,
  
  We regret that you were unable to experience your excursion. However, we are unable to issue a refund because the restrictions for this tour are clearly outlined on our site, which states: 'This tour cannot accommodate (and is not accessible to) wheelchairs, motorized scooters, or strollers.' Additionally, since the order was purchased 4 months prior to the excursion date, refunds are only available if canceled up to 15 days before the scheduled tour date. While we understand this may have been an oversight by your travel advisor, we are unable to process a refund based on the information provided.