Complaints

This profile includes complaints for Delta Vacations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Delta Vacations

  700 S Central Ave Atlanta, GA 30354-1923

• 

  Delta Vacations

  503 County Rd. 42 E. Burnsville, MN 55306-4523

• 

  Delta Vacations

  4660 W. 77th St. Minneapolis, MN 55435-4901

• 

  Delta Vacations

  2915 N Broadway Minot, ND 58703-0663

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:06/13/2025

  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.

  I am writing to formally express my dissatisfaction with my recent stay at your property located at **********************************************************************. My reservation number was **************, and unfortunately, my experience fell significantly short of the standards I have come to expect from the Hilton brand.Upon arrival, I was told that I could not check in until around 2 PM. While I understand there are standard check-in times, no accommodations or efforts were made to ease the wait, which set a disappointing tone from the ********** of the primary reasons I chose this location was the advertised availability of a gym facility. When I inquired about its location, I was informed that it was closed for renovations. This amenity was clearly listed at the time of booking, and had I known it would be unavailable, I would have considered other accommodations. I believe this lack of transparency is misleading.Later that day, I requested additional towels from the front desk. I was assured they would be delivered to my room, but they never arrived. I had to return to the front desk the next day to request them again in person, which was inconvenient and frustrating.Additionally, I needed to print boarding passes for an upcoming cruise. When I approached the front desk for assistance, I was told the printer was broken. I then asked if the front desk could print them using their computer, but the staff member claimed their printer was out of inksomething I find hard to believe for a hotel of this caliber. This lack of support created unnecessary stress during my stay.Overall, my experience was disappointing and did not reflect the quality or service I typically associate with Hilton properties. I hope you will take this feedback seriously and take steps to improve both communication and service reliability for future guests.

• Initial Complaint

  Date:06/01/2025

  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.

  I made a hotel reservation through ************************************** and subsequently received a receipt directly from the hotel. This hotel receipt shows a room charge that is $50 higher than the amount indicated in the booking summary provided by Delta Travel Extras. When I contacted Delta's customer support to address this discrepancy, I was told that they do not offer price matching and that the price difference was due to a change in the hotel's ******** concern is that if the amount on the hotel's receipt represents the actual payment received by the hotel, then Delta Travel Extras has effectively kept the $50 difference. This additional amount was not disclosed as a service fee but was instead presented as part of the room charge, which I consider to be a misleading and unacceptable practice."

  Business Response

  Date: 06/09/2025

  Good afternoon Zijian, 

  Thank you for contacting Delta Vacations ************* and I trust you are enjoying the start to your week. We have received your inquiry from the Better Business Bureau regarding your recent hotel reservation booked through Delta Travel Extras. I am honored to respond to your concerns. 

  After reading your complaint, I can understand why you felt the need to bring this issue to our attention. We are disappointed to hear of your experience with Delta Travel Extras produce, but sadly we do not have any transactional power with reservations made through **************************************. I apologize for any inconveniences this may have caused to your overall experience and understand how frustrating this may be. 

  As a gesture of goodwill, I am able to offer 1000 SkyMiles as a gesture of goodwill, otherwise a solution must be sought out through our Delta *********************** who you can reach at *************************************************************************** Thank you for giving us an opportunity to review your request. Any additional correspondence will be kept on file. Have a wonderful day and rest of the week, Thank you for choosing Delta!

  I've included a copy of our response for the BBB files. 

  Warm regards,
  ********* *. | ************* Administrator
  **********************
  ************ | M-F, 8:30 am 5:00 pm CT 
  *****************************************************************

   

• Initial Complaint

  Date:05/28/2025

  Type:Product 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.

  May 19th 2025 . I ****** A vacation package Delta Vacations Confirmation # ******** totaling $4,700.53 traveling from *********** ********** to ****************** ********** staying at secrets ***********. immediately upon check-in at secret *********** we were treated very poorly. We were giving a filthy room with mold and mildew. It was not preferred room. The room look like it had not been cleaned at all. It had a bad odor soon as we enter the room we complained aboutbasic amenities that s*** have been provided in the suite we booked a preferred club swim out ** suite with double sinks however we did not receive that.The ****** offered to switch our room however she left us in the nasty room for over two hours, we went back to the front check-in were met with harsh rude management who hushed us away told us that they were looking for us a updated Room three hours I passed and we received another room. However, the room received still had mold and mildew and this room had cockroaches in the drawers in the bathroom under the bed. We contacted Delta and asked to be flown home. We were told there were no available flights. We beg to be switched to a different hotel. We were told to upload and send proof we did. We were told that there were no available hotels for that night that the next night had availability and someone from Delta vacations will bein contact with us no one from Delta vacation contacted us. We continue to call and we were told to send emails and someone will reach out to us on last day before our departure. We did speak to a delta staff member who was very rude. Who told us we had the option to return homehowever we were never given that option. This was not the vacation we paid for this was not the suite we paid to stay in these were not the amenities we paidfor my sister is very sick. I believe due to the mode that was in the suites management never came back to make sure that the room was OK.

  Business Response

  Date: 06/04/2025

  Good afternoon ******,
  
  Thank you for reaching out to us about your experience at Secrets *********** **********. We understand how frustrating it can be when your hotel stay doesnt go according to plan, especially during valuable vacation time. 

  After reviewing your reservation, contact was made with our ************* Team 28 May 2025 and an agent reached out again on 29 May 2025. The matter is currently being reviewed with our hotel partners, and we will follow-up with you within the week with an update. We're so sorry for any negative impact this may have had on your vacation experience, and we're here to help with any further questions or concerns. 

  We appreciate you choosing Delta vacations when it comes to travel, and for your patience as this matter is reviewed. Have a wonderful Wednesday, we look forward to speaking to you soon!

  Warm regards,
  ********* *. | ************* Administrator
  **********************
  ************ | M-F, 8:30 am 5:00 pm CT 
  *****************************************************************
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23386361
  
  I am rejecting this response because:
  I  spoke with you all on May 28th and was told to give you all this week as your working with the hotel to refund me .  Now youre requesting an additional week . I shouldnt have had to reach out to BBB for delta to attempt to resolve this . Can you provide an  date there will be a resolution?
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/04/2025

  Good evening, 

  It was a pleasure to receive your response; I trust the day is shaping up well. I would like to send my apologies for the miscommunication; actions were being taken prior the BBB submission as we take all feedback/concerns with the upmost priority. In regard to the update, as our agent confirmed she will be contacting you by Friday. I appreciate your understanding as we work to resolve this matter. Have a great evening, Talk soon!

  Warm regards,
  ********* *. | Customer Care Administrator
  **********************
  ************ | M-F, 8:30 am 5:00 pm CT 
  *****************************************************************

   

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23386361
  
  I am rejecting this response because: ************ failed to reach out to me on Friday . They have consistently lied . We were left in a foreign country staying in moldy -mildew conditions  with roaches  They never reached back out to us as promised  to confirm the new room was acceptable (which it wasnt ) . We want a refund from Delta as well . This vacation they proceed wasnt what we paid for. This isnt want we booked . The booking was misleading the accommodations for a preferred member was not provided by the hotel . Dealt dropped the ball and left us hanging .  Consumer fraud at its finest . 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/23/2025

  Type:Product 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.

  A few months ago, I secured a car rental from Thrifty, paying with Delta SkyMiles through Delta Stays. Thrifty then messes up and changes my reservation to unpaid, then charging me for a full rental at the counter when I pick it up. I call Thrifty Customer Support an hour after Im charged and they tell me to fill out a support for with the receipt of rental (which I fill out three (3) different times).I hear nothing from them, which I then reach out to Delta Stays Customer Support. They REASSURE me that Ill either be refunded the SkyMiles or money for the car rental. Theyll contact Thrifty and figure it out. I send them the information in the email while still renting the car (this is 3 days in now). I hear nothing back, so I return the rental at the normal time.I then hear nothing back for a week and a half, so I reach out for a check-in, in which I have to fill out the information AGAIN. And now they say that, not only will I not be refunded for either the SkyMiles or rental, BUT Im also be CHARGED for an cancellation penalty because of an error that happened on Thriftys system.

  Business Response

  Date: 05/30/2025

  Hello *******,
  
  We have received your response from the Better Business Bureau regarding your recent car rental reservation with Thrifty booked through Delta Stays powered by Expedia. I am honored to respond to your concerns.
  
  After reading your complaint, I can understand why you felt the need to bring this issue to our attention. We're disappointed to hear of your experience with our Delta Stay product operated by *******. Sadly, we do not have any transactional power with reservations made through Delta Stays as this area is operated by our partner ********
  
  However, if you can provide a receipt of the SkyMiles paid and cash paid, we can re-deposit the miles deducted for this transaction. Otherwise, a solution must be sought out through our partner ********
  
  Thank you for giving us an opportunity to review your request. Any additional correspondence will be kept on file.
  
  I've included a copy of our response for the BBB files. 
  
  
  Have a great weekend.
  
  Regards,

  ******* *****
  Customer Solution Supervisor
  Care Team/DFW
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23368914
  
  Here is the SkyMiles receipt.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/25/2025

  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.

  To Whom It May Concern:I booked travel with Delta vacation in September because I needed help finding 2 rooms and 1 with two beds, downtown ****** and close to the harbor. Delta assured me they did not charge extra for this service. They recommended ************ and said the amount was $******+ After our stay in ****** we asked for a receipt and the charges were *********. The equivalent of approximately *******USD, NOT ******+We contacted Delta to notfy them of the error as they Overcharged us by over $3000.00USD. They refused to give us a refund of the difference and offered us ****** each in E-credit. I have called and emailed several times to no avail. I called the hotel and they said, Delta paid them the *** equivalent as is shown on their website. Every other purchase made was converted to USD by our banks and was approximately 40% lower. I have used Delta for years and considered them a trusted source to assist me. They claim to not charge for assistance but instead have ripped us off!! I need help getting my money back and I do not want it in the form of e-credits.

  Business Response

  Date: 03/26/2025

  Good morning, 

  Thank you for being a Gold Medallia member, I hope all is well and you are enjoying your week. I am in receipt of your complaint to the Better Business Bureau, Thank you for giving me the opportunity to respond to your complaint. 

  I would like to send my apologies for any inconveniences our miscommunication has caused, and I hope you enjoyed your time in *********. After a review, Delta Vacations does not charge a Service Fee or anything of that nature as confirmed by our Reservation Agent during booking. Delta Vacations receives an allotment of rooms at a wholesale price from our hotel partners which are then made available to our guests. All services are free to use, the prices our guests receive includes taxes/fees, which I have provided the component pricing below. Our hotel partners do not have access to our taxes/fees, and their receipt would not have included those prices. In lieu of the Delta Vacations Travel Certificates offered, we would like to offer $100 per person refund to the Original Form of Payment in addition to ****** SkyMiles per person. 

  Delta Vacations Reservation:  17838818

  Guests:  Ms. ******* ********, Ms. ********** *****, Ms. ****** ********

  Hotel:  *************

  Dates:  27Dec24-06Jan25

  Total Price:  $11,351.23

                        $5345.88 - Ms. ******* ********, Ms. ********** *****

                        $5063.35 - Ms. ****** ********

                          $942.00 - Travel Protection Plus Insurance

  Thank you for your feedback, we strive to meet expectation with each guest and it is through your feedback that we are able to improve our products/services. We appreciate your loyalty, Thank you for choosing Delta Vacations. Have a great day and rest of your week, Talk soon!

   

  ********* ********, Engagement Coach, Reservations Support

  Delta Vacations, ********************************************************

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

   

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23113082
  
  I am rejecting this response because:
  That is still very deceptive.  The difference between what I paid Delta and what they paid the hotel is over 3kUSD.  To say they don't charge extra just means the charges are Hidden.  Hilton Hotel shows the prices in USD and AUS on their website. It's approximately 40% discount. Every bank in the US honors the conversion.   To offer me $100.00 plus skymiles is unreasonable!  That does not add up to *******USD. I would like a full refund of the difference based on how Delta received it.  In CASH.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/26/2025

  Good afternoon, 

  Thank you for your prompt response, and I trust the Wednesday is going well. I understand how frustrating this may be and would like to send our apologies that you perceive our prices as deceptive, however we do not advertise that we offer wholesale pricing. We are not a wholesale retailer; we offer the ability to receive unpublished airfare and bundle it with land services at a discounted rate, depending on time of booking. There is no fee to use our services, the prices shown reflect Delta Vacations taxes and fees which are agreed upon when booking. The hotel price provided to you by our partners is a wholesale price provided to Delta Vacations, which taxes and fees are added and then published on our website. Based on the time of booking, prices may vary even at times being lower than the hotel website itself. As we are not able to refund due to no overcharging, I would like to offer as gesture of goodwill $200 per person refund to Original Form of Payment and an additional ***** SkyMiles per person.

  We value your business and your loyalty, and trust that we will be able to reach a fair resolution. Thank you for your time and enjoy the afternoon. Talk soon!

   

  ********* ********, Engagement Coach, Reservations Support

  Delta Vacations, *****************************************************

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

• Initial Complaint

  Date:01/30/2025

  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 WANTED THE RIGHT PEOPLE TO SEE THIER STARS!!!!ASK FOR *******!!!!! SH'S AMAZING!Working with ******* was an absolute dream! My boyfriend and I made a few mistakes while trying to book and bundle out trip to *********. She patiently listened to our complaints with willingness to address our concerns with proactive problem-solving skills!******* completely showed me why a travel EXPERT will definetly save your life, time, sanity, and money! She stayed on the phone with me for over 2 hours! Walking me thorugh steps, ideas,recomnedations, accomenations, and insight. THIS WOMAN DESERVES A RAISE!!Keiosha 100% went above and beyond to ensure every detail was perfect and to my liking. The service? 5 GOLD STARS! From her great smile over the phone, to her asking the rigt questions to make sure everything I saw in my head became a reality. Thank you *******. for making our trip the most memorable one yet!

  Business Response

  Date: 02/10/2025

  Ms. *****,

  Thank you so much for the positive feedback for *******, I will make sure her leader is aware of the great experience you had with her.

  Hoping you have an amazing time in *********!

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

• Initial Complaint

  Date:01/24/2025

  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.

  Delta Cruises advertises as a Delta entity, however it apparently is NOT a part of the Delta Vacations and the Delta *** program. Advertisements and small print also do not explain or notify that it is not part of the *** program. I booked a cruise through Delta Cruises with expectation that the cruise would count to 2025 *** status. This was also verified with Delta agents via call(s) and text(s) both before and after the cruise to confirm that the cruise would count toward *** credit. Event the agents weren't aware that Delta Cruises weren't part of the Delta vacations programs (apparently either is ******* see attachment). It's misleading and deceptive. Only asking that I receive the *** credit I was misled into thinking was part of the trip.

  Business Response

  Date: 02/10/2025

  Mr. Vollrath,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience. Unfortunately, I am unable to assist with Delta Cruise bookings or issues from a Delta Cruise. I suggest you reach out to Delta Air Lines directly so they are made aware of the issue that you experienced.

  Kind Regards,

  **** ******, Customer Engagement Manager

  ********************** 

• Initial Complaint

  Date:01/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I FULLY PAID off my celebrity reflection cruise on 6/14/24 using my personal accounts. Then I was forced to pay an extra $619 at the extreme last minute or my cruise would be canceled and Id forfeit all monies paid which was the $1,317.75. Those were the predatory tactics that were used to scam me out of additional money. Embarkation was set for 9/9/24-9/13/24. This was a celebratory sailing for my partners a birthday. This was a gift from me but ended up having to use our joint Truist account ending in 0891 **** to pay the $619 which is fully funded by my partner only. This was our first cruise and our first time on Celebrity as well. The lackluster help I received from ******* at Delta Cruises was deplorable! She was aggressive, rude, extremely unhelpful, completely disingenuous. Tried explaining to ******* that my trip was fully paid off, I never changed my stateroom nor paid money on another room at all. She told me I had to pay almost $700 at first then she came back with a different figure which was $619. I was told that final payments had to be submitted by 6/16/24 and come to find out that was untrue per Celebrity it was 6/18/24. I went to Guest Sevices onboard the ship the day of embarkation and asked them what was the occupancy of our sailing. I was told it was only at 34% which isnt even half full. I was told by Delta Cruises that all the rooms had sold out. While at ************** I also asked to be put on the upgrade list in which we were never awarded. Delta Cruises took full advantage of me being a first timer and I was definitely mishandled which is extremely frustrating, disheartening and disappointing. This was a horrible experience hence Im still fighting to be refunded. Ive attempted to handle this situation on my own and have been given the runaround and every lie you can think of to make it appear that I didnt over pay which is completely dishonorable and unacceptable.**All supporting documents are included.

  Business Response

  Date: 01/21/2025

  Hello,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience. After review, I am sorry to say that since your cruise was not booked with Delta Vacations, I am unable to assist. I was able to locate a number for Delta Cruises: ************. If you go to the website, they do also have a "Contact Us" section that potentially has additional contact information. The website is **********************************.

  I apologize for not being able to assist further.

  Regards,

  **** ******, Customer Experience Manager

  ********************** 

• Initial Complaint

  Date:01/10/2025

  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.

  I am filing this complaint due to Delta Vacations failure to provide the service I paid for and their inadequate response in addressing the ******** spouse and I booked a vacation package through Delta Vacations to celebrate a birthday and honeymoon . A significant factor in our decision was the booking of an ocean-view room, which we specifically selected and paid for. Upon arrival, we were placed in a courtyard-view room, which was a clear downgrade from what was purchased. This completely diminished the experience we planned for this once-in-a-lifetime occasion.I contacted Delta Vacations customer service to report the issue. Despite acknowledging the miscommunication, they refused to issue a partial refund or any meaningful compensation. Instead, they offered a $250 Delta Vacations travel certificate per person, which I find grossly inadequate considering the significant downgrade and emotional impact this had on our honeymoon. it cost more to upgrade for 6 nights versus the amount of the certificate given. According to Delta Vacations policies, customers are entitled to the services they pay for. When those services are not provided, it is the companys responsibility to offer fair compensation. Delta Vacations has failed to uphold this standard.I have made multiple attempts to resolve this issue directly with Delta Vacations, including contacting their customer service department and escalating the matter. Unfortunately, they have refused to offer an appropriate resolution.

  Business Response

  Date: 01/21/2025

  Hello,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate your feedback and the opportunity to review your booking. I am so sorry to hear this had an impact on your honeymoon, I can only imagine the frustration considering it was such a special occasion.

  Upon review, I do see that ****************** did assure us you were assigned to a Junior Suite Ocean View room, which is what I'm showing you booked. I know that there are times the ocean view isn't as prominent as it would be if an ocean front room is booked because the ocean view rooms mean that somewhere from the room or balcony there is a view of the ocean, although sometimes it's not the best view. I'm sorry that this happened on such a special trip. 

  I see that we have issued $250 per person travel certificates to apply to a future Delta Vacation. However, due to the impact that this had, I would like to also offer you 500 SkyMiles each as well as an additional $250 (total) that I will refund to the credit card on file. It is my hope that this will allow you to take another trip in which we can provide you with the level of service we pride ourselves in.

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22793318
  
  I am rejecting this response because:

  Thank you for your response and for reviewing my complaint. I appreciate your acknowledgment of how this situation impacted my honeymoon and for the compensation offered thus far.
  
  
  However, I must clarify a significant point: the hotel itself confirmed to me at check-in that the Junior Suite Ocean View room I requested and paid for was not available. They acknowledged the discrepancy and informed me there was nothing they could do to resolve it.
  
  
  This is why I have been addressing this issue with Delta Vacations rather than the hotel, as I booked my vacation packageincluding the room upgradewith your organization. The $2,000 upgrade I paid for an ocean-view room was clearly not fulfilled, and I have now been stuck in the middle between Delta Vacations and the hotel with neither providing an adequate resolution.
  
  
  While I appreciate the $250 travel certificates and additional SkyMiles, this does not address the substantial financial loss for a service that was never provided. According to Delta Vacations' policies, customers are entitled to the services they pay for. When those services are not provided, it is the company's responsibility to offer fair compensation. Delta Vacations has failed to uphold this standard.
  
  
   As a loyal Delta customer, I urge you to take full accountability and issue either:
  1.A refund of the $2,000 upgrade fee, OR
  
  
  2.A substantial travel credit equivalent to the value of the paid upgrade.
  
  
  This situation highlights a breakdown in service between Delta Vacations and your partner hotel, and I hope you will take responsibility to uphold the high level of service your company is known for. 
  Let me be clear: I am not seeking unreasonable compensation, but I will not accept an offer that fails to address the inconvenience and disappointment caused by Delta's mishandling of this booking. If this matter is not resolved to my satisfaction, I will be left with no choice but to escalate this issue further through the ********************************* (***), and various public consumer review platforms.
  Thank you again for your attention to this matter, and I hope we can arrive at a fair resolution.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/21/2025

  Hello,

  Thank you for the additional information, I appreciate it. We have been in communication with the property and were assured that you received the room category that you booked. Do you know who advised that it wasn't the correct room type? I definitely agree that if that is the case, you would be owed a refund for the difference in room category. I am more than willing to go back to them if you can provide me with more information to do so. We were provided with confirmation from their system of the room type they provided as well as records of courtesy calls that they made, they have advised when they called on December 22nd they were told everything was good and there were no concerns. Did they perhaps notate anything that you received upon check in regarding the room?

  I was able to confirm that we were billed for the ocean view room, if we had been billed for an alternate room I could use that information to refund you but everything that I've been able to locate confirms the ocean view room.

  Thanks again,

  ****

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 

  Hello yes it was a lady at the front desk that checked us in. I am assuming her name would be visible on the checkin information. I did not get her name. She let us know that the ocean view room was not available at checkin and that it was booked up. I tried to reach out to Delta but my phone service wasnt allowing me to do so. I received a call asking how my current room was and I let them know that it was clean and okay. The reason why they called my current room to check on me was because they knew that they gave me the downgraded room but could not fix it. Upon checkout I asked for receipt and they mentioned I did not need one and it should be updated on Deltas end that I received the downgraded room. Thats why I reached out to you all the day after I got back in town. At this point I believe that they are trying to get away with giving me the wrong room but charging me as if they provided the upgraded room. 

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

  Business Response

  Date: 01/28/2025

  Hello,

  I reached back out to the property and provided the information you gave me. They advised that you were in room 3040 for the entirety of your stay, which is a Junior Suite Ocean View room. Is the room number they provided correct? 

  Unfortunately, I'm unable to verify that you were downgraded upon arrival. All communication we have received from the property shows that you were in the correct category. If you have something in writing, or if your invoice from the property shows something different, please let us know. You can also reach out to our ************************ at *************************************** and provide them with the supporting documentation.

  Regards,

  **** ******, Customer Engagement Manager

  ********************** 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22793318
  
  Thank you for your response. However, I must inform you that the information provided by the property is incorrect. I did not stay in room 3040, as you stated in your response. Instead, I was placed in room 3081, which was not the Junior Suite Ocean View room that I paid for as part of my Delta Vacations package. It was a double bed courtyard view facing towards another property. 
  
  
  It is deeply disappointing that despite clear discrepancies in the information being provided by the property, Delta Vacations has not taken a stronger stance in addressing this issue. I booked this vacation and paid for the $2,000 room upgrade through Delta Vacations, not directly with the property, and I expect Delta to be on my side in resolving this matter.
  
  
  The response so far suggests that Delta Vacations is siding with the property, leaving me, the customer, unsupported. This is unacceptable, and I will just go ahead and file a complaint with the Department of Transportation due to the deceptive handling of this situation and the failure to deliver the service that I paid for.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/04/2025

  Hello,

  Thank you so much for the additional information, I was hopeful that if you were not in the room that I was advised of that you would be able to provide me with the room you were assigned to so I can determine what happened. Please know that I'm not siding with the property, if you didn't get the room category that you booked I absolutely agree with you that you should receive a refund for the downgrade. I am able to use the room number you provided to escalate this complaint and will do so.

  I am actually going to assign this to one of our ************* associates so they can reach out to you instead of us going through the Better Business Bureau complaint to communicate. I would recommend keeping your complaint open until a resolution is achieved so you still have this avenue should you need it.

  Regards,

  ****

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22793318
  
  Thank you the room number they placed me in is 3081. I appreciate your help on this. As the property seems to not be honest about a few things and I would like to get this resolved as its been a long time trying to get this resolved. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/03/2025

  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.

  Hello,I booked a package with Delta Vacations and I am being refused the ability to see what I was charged in an itemized receipt. I requested a receipt to see the taxes and fees associated with my purchase and was told that would not be provided. This seems deceptive because how would the consumer know the nature of the fees they were charged and if the fees are within reason why is Delta Vacations refusing to share the itemized receipt. This lack of transparency allows the business to charge whatever they would like which might not be fair to the consumer and also does not allow the consumer to accurately compare costs against competitors.

  Business Response

  Date: 01/06/2025

  Ms. **********,

  I am in receipt of your communication to the Better Business Bureau regarding your disappointing experience with Delta Vacations. I appreciate the feedback and the opportunity to review your booking.

  While we aren't able to provide component pricing before travel, we are able to once travel is complete as we understand there are times there is a business need for the component pricing. I will make sure that the agent that advised they were unable to provide you with this pricing is provided the appropriate training to prevent this frustration from happening again.

  The price of your flights was $322.60 and the Chicago Marriott Downtown **************** was $1,141.20.

  Please let me know if there is anything else I can assist you with.

  Regards,

  **** ******, Customer Engagement Manager

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