ComplaintsforGrad City Trips

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2023, I signed my high school-age son up for a class trip to ***********. This trip was organized and run by a company called Grad City. I put in a deposit of $150. via credit card and then made monthly payments of $150, in October, November, December, and January, for a total of $750. The trip was scheduled for June 14, ****. Last evening I was reading an article in the ** Times reporting that the government had increased the travel advisory for *********** and ******* due to extreme violence in both tourist and non-tourist areas. It has been reported that there have been eighteen murders in January alone. I spoke with my husband and my son regarding the development and we unanimously decided that canceling was the best option. I reached out via email and telephone to Grad City explaining our decision to heed the warning of government to keep my child safe. They said they would cancel my son's reservation but I was not *********** a refund of the $750 because they felt it was safe to travel there. We did not decide to cancel the trip because he just didn't feel like going, we canceled the trip to keep him safe and alive, especially traveling without us. I do not feel that it is fair to penalize me and keep my hard-earned money because they think it will all be fine. That is not their choice when it comes to my child. They offered me an option to sell my son's spot and do a "name change" but the trip is not even full so this would not happen. Please help me get my money back. I would like to be able to put that money towards his college tuition. We are not wealthy people and I had to get a second job to pay for this trip as a graduation present to my son. Thank you.

  

  Business response

  02/06/2024

  Dear *********,
  
  As discussed on the phone with our representative, travel is not restricted to *********** thus our program is scheduled as planned. Additionally, I must correct you that you have only paid $700 to date; $100 deposit along with $150 monthly payments for October, November, December and January. We recommend you review the below details as it provides insight regarding a Level 2 travel advisory as well as detailed information on our GradCity program and safety.
  
  Regarding the recent news,it's important to note that ******, ******* is designated as a Level 2 travel advisory by the US ***************** which means that they advise travelers to exercise increased caution when traveling to this area. Travel to *********** is not restricted or prohibited. This designation is not unique to *********** and is also applied to other popular tourist destinations such as *****, ******, and Rome. Level 2 advises travelers to exercise caution,emphasizing the importance of staying vigilant and being aware of their surroundings, a good practice wherever one travels. It is not an indication of a high risk of danger, but rather a general precaution for travelers. Additionally,the recent security alert and violence is isolated to gang violence in a specific area of the island that is not near the tourist area or any area our students or team would ever frequent.

  We've run successful programs in *********** when the travel advisory has been a Level 2. Our dedicated team is continuously monitoring news and situations related to all of our destinations. 
  
  Traveler safety is our utmost priority at GradCity, and we want to assure you that we take comprehensive measures to create a secure environment. GradCity provides our travelers with a pre-departure meeting, private airport/hotel transfers,orientation, check-in and check-out assistance, onsite team, and 24/7 assistance.
  
  Travelers receive a GradCity wristband that identifies them as our traveler and includes an Emergency Number, if any traveler is in need, they can call this number at any time for assistance from our on-site staff. The GradCity wristband also helps our onsite staff and vendors identify our travelers to ensure their experience.Our orientations, given upon arrival to the resort, go over important information about the resort, destination, rules and regulations, and overall weeks schedule.
  
  GradCity provides an onsite team for all of our destinations/programs. Our standard ratio is 1 team member to every 30 students. Our team members do rotating shifts to provide supervision and assistance throughout our program, and schedule ourselves were students can easily and conveniently find/come to address any questions,concerns, feedback, etc.. Our team will also be present and assist with any GradCity sponsored event on- and off-property.
  
  Our ****** program has been running for over 20 years thus GradCity has strong relationships and works closely with *********** ******** of ******** local government, US ******************* event vendors, and road traffic police to ensure a fun-filled, worry-free and safe vacation.
  
  As travel to *********** is not restricted, our program will run as scheduled, and the standard terms and conditions would apply should you opt not to travel. Weve highlighted your available options below:
  
  Keep Reservation
  Keep your current reservation as scheduled.
  
  Name Change/Sell Account
  Find someone to replace you on the trip and they can take over your account. The replacement pays you the money you have already paid. The replacement receives complete control over your account and everything you secured (discounted pricing, early booking incentives, payments made, etc.).
  We recommend speaking with your group organizer, friends, and/or classmates to find a replacement. If you find a replacement please email *************************************** and cc your replacement so we can send both parties the necessary paperwork to finalize the Name Change.
  
  Cancel Reservation
  If you no longer wish to travel for the **** trip, you have the option to cancel the account. Cancellation requests are subject to our cancellation policy below. After accounting for the cancellation fee, you would not be eligible for a refund.
  **** ****** Reservations Cancellation Policy: Cancellations received in our office after December 17, 2023 will render all funds paid non-refundable.
  
  Again, as travel is open to *********** funds paid on behalf of our travelers have been made and are non-refundable.
  
  If you have any further questions or concerns,please don't hesitate to reach out to our team.
  
  Sincerely,
  
  ***********************

  Customer response

  02/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I disagree with the response from Grad City.  I understand that they feel the travel advisory level is not concerning enough to cancel the trip to ***********, yet as the parent of a student traveler, I feel that it is not a safe trip for him to be participating in.  According to the government website, they are advising travelers that there is an increase in violent crime in both non-tourist areas as well as tourist areas. This violent crime includes gang-related robbery, murders, ****, and other hideous crimes.  I have zero comfort level in sending my son into this situation.  I requested that his trip be canceled and I should get a refund of the money that I have paid so far, totaling $700.  If these advisories had not been issued, my son would be attending the trip.  I took a second job to pay for this special trip for him as a graduation present.  Now I am out that money, and he is out a present.  The solutions that Grad City has offered is unsatisfactory because they are not full yet and no one will be looking to buy someone else's trip to replace my money.  I understand that deposits have been made on his behalf but those can certainly be refunded.  We purchased the travel insurance under the impression that it would protect us if we needed to cancel, I contacted the insurance company and I was told that the mailing address that I was giving them did not match what they had on their record so I would need to ask Grad City for the policy number. I called Grad City back and was told that they did not have a policy number for us. I called the insurance company back and was told without the policy number there was nothing they could do for us. That conveniently turned into a dead end.  This entire thing is ludicrous! It is my prerogative as a parent to keep my child safe. I am being responsible for heeding the warnings of the US Government regarding the dangers in *********** right now. Money is more important to this company than my child's safety.  They need to provide me with a refund of $700.  They will easily fill my son's spot seeing the trip is not scheduled until June.  
  Thank you, *************************************** 

  

  Business response

  02/07/2024

  Dear *********,
  
  We understand your concerns regarding the recent travel advisories and the safety of your son during his upcoming trip with GradCity, and we want to address your concerns as thoroughly as possible.
  
  Firstly, we want to assure you that the safety and well-being of all our travelers are our top priorities. We take all travel advisories seriously and continually assess the situation to ensure the safety of our participants. Regarding the Level 2 advisory for ***********, it's crucial to note that while there has been an increase in violent crime in certain areas, the majority of incidents are localized to specific neighborhoods, affecting the local population. None of the recent violence has targeted tourists, and tourists have not been victims of any murders this year. The primary motive for the reported incidents has been identified as retaliatory gang violence.
  
  Additionally,it's crucial to note that a Level 2 advisory signifies "Exercise Increased Caution," rather than a recommendation to reconsider or avoid travel altogether. It's essential to rely on information directly from the U.S.Department of State to ensure accuracy and avoid misconceptions. You can view the Level 2 advisory here: *****************************************************************************************************************************.
  
  Furthermore, we take several measures to keep our travelers safe and secure during their stay.We do not operate in areas identified as high-risk, such as the "Over the Hill" area of ****** mentioned in the advisory. Our resorts, venues, and protocols are carefully selected to ensure the safety and comfort of our participants, and we provide a full onsite team throughout our programs.
  
  Regarding your request for a refund, we understand your disappointment. However, it's crucial to clarify that the payments made on behalf of your son were utilized to secure his position in the program and cover various expenses associated with trip planning and coordination. Our vendors,including resorts and transportation providers, do not recognize the Level 2 travel advisory as a valid reason for cancellation. Therefore, standard terms and conditions apply, which may render funds paid non-refundable.
  
  We also regret any confusion regarding the travel insurance policy. We recommend reaching out to the insurance company again to clarify any discrepancies in your policy information. If you require assistance in obtaining the policy number, please let us know, and we will do our best to assist you.
  
  While we empathize with your decision to prioritize your child's safety, we want to assure you that we take every precaution to ensure the security and well-being of our travelers during our programs. If you still feel the need to cancel your son's trip, we respect your decision, but please understand that refunds are subject to current policies and constraints.
  
  If you have any further questions or concerns, please don't hesitate to contact our office.
  
  Sincerely,
  
  ***********************
  

  Customer response

  02/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  in watching the world news tonight there was a story about two women visiting *********** that were drugged and raped by resort staff. I am not sure how many more bad things have to happen before this company realizes it is not safe to take this trip. I demand my $700 back for the deposit for my sons trip. If necessary, I will contact my attorney on this matter.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

• Initial Complaint

  08/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I booked my daughter's Senior trip through this company back in December and I have been paying monthly payments ever since. We were told that we were getting a 5-day all-inclusive trip to ***********. The agreed upon price of around $2,500 included airfare, room, all food and beverages and other amenities that the hotel would have available. I've been paying every month, never had an issue. We just received an email a few days ago stating that they had to change resorts so instead of going to breeze's in *********** they are moving the trip to ************. And they made it sound like it was a wonderful thing, they said we're so pleased to announce that you have been upgraded to ************. And then at the end of the email it stated please note that food and beverages are not included. If anyone is familiar with ************ in ***********, a bottle of water is probably around $15. I emailed them and asked them why they change to a resort that is not all inclusive when we signed up for this trip and were told that the $2,500 that we were paying wouldn't include airfare room food beverage etc. I don't feel it's right that they would switch the resort to something that is missing a major factor of the vacation. I contacted ************ and right now for the fall, they have a meal plan that's $150 a day but it is subject to be much higher in the spring because that is peak season. Grad City emailed me back and told me that there is a food mart and they have grocery deliveries and ********* and other nonsense food. So they expect these kids to scramble around and look for food and drinks and pay huge resort prices, so basically they will not be eating very well if at all because ************ is very expensive. They then told me that I had until August 31st to decide what I wanted to do. So basically what they're telling me is I need to cancel my daughter's trip or figure out a way to come up with at least another $1,000 for her to eat decently.

  

  Business response

  08/17/2023

  Dear ****,

  Due to the **************'s extended contract with the CARIFTA games, there will be blackout dates from March 28 April 5, ****. Given the limited all-inclusive resorts in ****** and the even fewer that can host student groups like ours, we had to seek alternative accommodations that align with our goals. In doing so,we aimed to keep the same destination, group cohesion, maintain the package price, and ensure a memorable Senior trip.

  In light of the recent changes, we are committed to providing you with a transparent view of all available options. While we recognize that not every option will suit every traveler, we genuinely hope one aligns with your needs. Should you require more time to weigh these options, please let us know, and we'll be more than willing to extend the decision deadline for you.

  Our team received your most recent email from yesterday, Wednesday, August 16 at 4:35pm and will provide further clarification for you in a response email shortly.

  We recommend you contact our office directly with any further questions so we can assist you directly and quickly.

  Thank you,

  ***** & The GradCity Team

  Customer response

  08/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  You did not "maintain package price"!!! The original package that I purchased included all inclusive accomodations and airfare and all fees and taxes.  I've been paying off the agreed price for months.  Now you changed it and you do not include food, beverages and Atlantis wants tips too.  This new hotel is going to cost at least $1000 more! You did not maintain the original agreement and you are putting me and other parents in a position where we have to cancel our kids trips or come up with all this extra money! This is unsatisfactory and it's a bait and switch scam.  You need to provide an all inclusive vacation like we signed up for
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  08/25/2023

  Dear ****,

  I want to assure you that our team has diligently explored every possible avenue before arriving at the resort modification decision. As emphasized in prior emails, ******, ******* has a limited selection of all-inclusive resorts. Furthermore, the age restrictions and specific hotel policies mean that there are no resorts available that can aptly accommodate our groups. 

  Given these limitations and modifications to the package, we provided every traveler with several options including option to cancel for a full refund. While we recognize that not every option will suit every traveler, we genuinely hope one aligns with your needs. 

  As you are in direct contact with our office, we suggest using that method of communication for the quickest responses and for any updated information.

  Thank you,

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

  Customer response

  08/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This isn't even a valid reply.  Your options are to cancel and ruin seniir trip or cough up another thousand dollars at least to cover food. Your company responded to me and told me that my daughter could eat from a grocery store or a mini Mart. Where is that in line with all inclusive like you sold in the first place?... This trip was sold at the beginning upon our agreement as an all-inclusive vacation which meant it included airfare hotel food and beverages. And you gave us an option of a new hotel that does not provide food or beverages. I have an emailing you and I'm getting robotic messages back on my email I mean nothing informative .  You said you were looking into meal plans and I'm not hearing anything back from you. I'm continuing to pay for this trip for my daughter and I need to figure out a way to get her fed there. I'm going to have to end up buying her a meal plan and that is running about an extra thousand dollars. Your job right now is to be in touch with ************ and figure out a discount of meal plan for these kids because you sold us and all inclusive vacation and we agreed to that upon contract and you decided to change it to a non-all-inclusive resort.  This is your responsibility as a company to try and help parents out now that have already paid $2,500 for a trip that was supposed to include everything and now we're responsible for coming up with feeding these kids while they're on vacation. As you know and everyone knows ************ is one of the most expensive places to eat. All of us parents are waiting to hear from you to see if you are doing anything to get us a discounted meal plan at this resort. And I already looked into the grocery delivery and the prices of the groceries are at least five times more than normal grocery costs a bottle of water alone can run up to $5. The prices are astronomical. And my daughter is not eating ********* and garbage for a week when she supposed to be on an all-inclusive vacation. Get in touch with your people wherever they are and figure something out and get us some kind of discount on a meal plan do the right thing, we all have been paying you on time and doing our end of the deal and you drop the ball on us
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Son joined GradCity they are a group that takes kids on a vacation after graduation, total cost of trip was around ******** it was paid throughout the year, I have nothing but problems with this trip since day one, when I received his flight information they had him arriving in ****** instead of ***, I had to call and fix it. Around May they had to pick people in his room, he was in a room with 2 other people (2 females) after everything was paid for I was told that each parent did not have 4 people in a room had to pay an extra $150.00 to cover the cost of the 4th person in the room, we all did that. The day my son arrived they got into their room and it was 1 Queen *** for three people, they went down and told Gradcity there must have been a mistake and was told no one of you are going to sleep on a COT!! I called Gradcity and they told me this was their policy, I asked where the extra money went they said to cover the room but if they have 3 people someone will have a COT. So we paid over 2k for one of our children to sleep on a cot. Other kids rooms were switched but my sons I called the Hotel they hung up on me and Gradcity said nothing they are can do. They are very unprofessional and only worried about getting paid.

  

  Business response

  06/21/2023

  Dear ****,

  I apologize for any confusion you have with your son's trip arranged through GradCity. 

  The ******* resort does not guarantee *** configurations prior to check-in. Room allocation and ***ding configurations are determined by the resort itself, based on the occupancy and availability. It is important to note that the resort does not have any queen ***** For triple occupancy rooms, the resort typically provides either a king *** with a rollaway or two double ***** 

  This resort, like majority of all resorts, offer different rates based on the number of people staying in the room. Guests are paying for the all-inclusive amentities and the room, not the specific ***ding. 

  I also want to address the communication and treatment received by our team. Our team members made every effort to explain the situation to you during your phone conversations. However, they encountered challenges in effectively communicating with you as there were instances of yelling, threatening behavior, and accusations directed towards them. We strive to provide excellent customer service, and it is our policy to treat our customers with respect, and would expect mutual respect from customers.

  We appreciate your feedback.

  Best,

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

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had booked a high school senior trip with insurance with break away Beach to *************: M3853K passenger name: ********************************* Passenger Code: J5PD8VE I was insured through travel insured international with the plan/policy number: 210525GRPS0502. The departure date was 6/11/2021. I notified that due to health reason with proof I would not be **** to go on 5/16/2021 and the cancellation on 6/9/2021. I had to fly to ******** for a oral issue I had going on and had surgery around the date of the trip. Since there now (2023) I have attempted numerous times to get information from breakaway to finish the claim form for the insurance company and they are not cooperating.

  

  Business response

  04/11/2023

  Dear *********************************,

  Thank you for reaching out to GradCity. We apologize for any confusion caused regarding your booking with Breakaway Beach.

  Please be advised that at the time of your booking and projected trip, GradCity and Breakaway Beach were not associated, and therefore any issues with your booking should be directed towards Breakaway Beach. We recommend reaching out to them directly to resolve any outstanding issues with your insurance claim.

  We apologize for any inconvenience caused and hope that you are able to resolve this matter soon.

  Sincerely,

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

  GradCity

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mold in the room, false advertisement and my son has been coughing since he came home

  

  Business response

  06/29/2022

  Dear Natalie,

  Thank you for reaching out. All aspects of the package sold - flight, hotel, transfers, onsite staff, events, and insurance - were provided. There was no false advertisement from GradCity regarding the package you booked. 

  Your complaint is with the *************** resort. GradCity does not own or operate the *************** resort thus room/resort issues, complaints, and/or concerns should be addressed to the resort. We've notated your complaint and will communicate this to the ******************* to ensure our customersconcerns and voices are heard. 

  Sincerely,

  GradCity

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  —- THEY WILL STEAL YOUR MONEY —- This is a unscrupulous and unjust company nothing short of an internet hacking group. The cancellation process is nothing less than a scam to steal most of your payments made! My complaint is that upon additional purchase of trip insurance ($149 x 2 people), one expects the original purchase for the trip is covered in case of cancellation. Quite the contrary, Grad City and the crooks that they are have determined that they are not only due the Trip Insurance funds of $298, but they are also due half of the payments (thus far) that have been made to a trip that is nearly 5 months in the future - this amounts to an additional $525 that they stole! This is not customary in this industry or any industry! The sole purpose of buying the insurance is for the buyer to protect the original purchase, by no means is Grad City justified is keeping anything other than profiting from the Purchase Insurance. Having stolen $525 is nothing less than criminal! The $525 must be refunded and they must correct this practice!

*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. ↩