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:06/09/2025

  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.

  Club Travelo illegally and without my fathers knowledge or permission used his Hilton Grand Vacations (HGV) timeshare account to book and check in to four separate hotel reservations at *****************, ******************** in *********, ******, from May 2530, 2025. Each reservation consisted of two rooms: one under my fathers name (though he did not travel or authorize the bookings), and one under the names of four different individuals 2 of whom we identified as Club Travelo employees.On May 31, 2025 *************************************** confirmed to us via email that these bookings were made online, using credentials tied to my fathers HGV account. Furthermore, we learned that 20 future reservations were created also without his knowledge or consentbeginning June 3, 2025, and extending through August 27, 2025, across various Hilton timeshare properties. ****** has since canceled those reservations.On December 13, 2024, my parents, **** and ****** ***, attended a timeshare exit seminar hosted by Club Travelo at the ******************** in ********, **. They signed a contract in which Club Travelo promised to obtain an offer to exit their Hilton timeshare. The contract total was $9,665.21, of which they paid an initial $3,465.21 down payment and agreed to 36 monthly payments of $172.22. To date, my parents have made 5 monthly installments (January 2025- May 2025) for a total of $861.10.We are seeking a full refund of the amount paid and currently in dispute $4,326.31 and for the contract to be terminated immediately due to fraudulent activity, unauthorized access. On June 6, 2025, I received a voicemail from ********* *****, the owner of Club Travelo. She wished to clear up the miscommunication, but required written permission from my father or Power of Attorney before discussing details. She claimed Club Travelo had authorization to use my fathers Hilton account, and that the contract was for Club Travelo to buy the timeshare and use his points.

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to the consumer complaint filed by *** *********** **** *** on behalf of his father, *** **** ****

  We categorically deny the characterization of fraudulent activity as outlined in the complaint. The services rendered by Club Travelo were part of a legitimate travel club membership (which included a timeshare exit) voluntarily entered into by *** **** *** and Mrs. ****** *** on December 13, 2024, at a live seminar event held at the ************************ in ********, **. The fully executed contract outlines both a timeshare exit scope and bundled travel club membership with defined financial terms and benefits, including a 72-hour rescission period (which was not exercised).

  As reflected in the executed contract (copy enclosed), *** and Mrs. *** agreed to:

  A total purchase price of $9,665.21
  A down payment of $3,465.21
  A financing plan of 36 monthly payments of $172.22

  Additionally, the agreement clearly states that Club Travelo will assist in securing a timeshare exit offer and transfer, and that the membership includes an irrevocable software license and access to travel benefits powered by Arrivia.
  All account activities related to the Hilton Grand Vacations (HGV) membership were conducted solely to fulfill the agreed-upon exit strategy. Access to the Hilton platform was granted using a mutually accessible email address, and no credentials were obtained through deceptive means. Reservations made under *** **** account were aligned with the contractual pricing and strategy to provide a cost-effective timeshare exit solution, mitigate liabilities, and initiate the exit process. These reservations were neither hidden nor disguised, and were consistent with the services required to fulfill the agreement. In fact, we discovered a second timeshare contract which we offered to transfer at no additional cost.
  

  We also wish to address the confusion that may have arisen from *** **** family contacting the resort directly. It is important to understand that resorts and their affiliates are financially incentivized to retain timeshare owners indefinitely. Their business model is predicated on perpetual ownership, annual fees, and strict transfer restrictions. As such, it is not surprising that outreach to Hilton Grand Vacations may have resulted in reactionary language such as fraud or unauthorized use. These are common scare tactics used to dissuade owners from pursuing legitimate exit options. Engaging directly with the resort without context can not only create unnecessary alarm but also interfere with ongoing exit efforts already in process.
  
  The complainant, *** *********** ***, while a family member, is not a party to the agreement, nor is he authorized to access or manage *** **** **** account under any known Power of Attorney. For privacy and compliance reasons, our representatives advised him that we are unable to discuss the matter without explicit written authorization from *** **** **** We also received a call from someone named **** ******** requesting information on *** and Mrs. **** We advised her that we are unable to provide any details as she is not a party to the agreement nor authorized to obtain information. We did, however, attempt to contact *** *** multiple times to clear up any confusion, to no avail.
  

  We remain willing to resolve any concerns directly with *** **** *** and would be happy to engage *** *********** *** as a designated representative upon receipt of such authorization.
  

  To further demonstrate fulfillment of contractual obligations, the following includes a brief, date-organized overview of activity conducted with *** and Mrs. *** by the various departments within Club Travelo:
  

  Memberships Department:

  Dec 17, 2024 Arrivia portal credentials were created and emailed to *** and Mrs. ****
  Jan 6, 2025 *** and Mrs. *** postponed their onboarding session, originally scheduled for this date.
  Jan 6Jan 23, 2025 Multiple call attempts were made to reschedule the missed onboarding.
  Jan 24, 2025 Onboarding completed. AI-powered session summary included:
  **** and ****** *** confirmed email updates to ****************************
  Payment schedule and remaining balance reviewed ($6,200 balance / $172.22 monthly).
  Eligibility for free trip at 50% payoff ($4,832) discussed.
  Travel goals discussed (Hawaii, cruise), and portal navigation explained.
  

  Transactions Department:

  Dec 17, 2024 Welcome call attempted; voicemail was left.
  Dec 18, 2024 Welcome call completed. Contact information confirmed; timeshare transfer expectations reviewed.
  JanMar 2025 Internal preparation for timeshare transfer activities took place.
  Mar 13, 2025 Spoke with *** *** regarding next steps, confirmed portal access, and reviewed ownership information.
  Mar 19, 2025 Transfer instructions were requested from the resort via the mutually accessible email.
  Mar 19May 30, 2025 Ongoing contact with *** and Mrs. *** regarding the transfer process, including discovery of a second contract that we offered to include at no additional cost.
  May 30, 2025 Receipt of complaint from the BBB, ************************ and notification of credit card dispute.
  May 30, 2025Present Multiple outreach attempts made to *** and Mrs. *** (phone and email), including a personal call from the company owner, ********* *****, all of which remain unanswered.
  
  We are confident this matter can be resolved and that *** and Mrs. *** can continue to receive the full benefit of their membership as intended. We are more than willing to speak directly with *** *********** **** *** once we receive confirmation from *** or Mrs. **** *** that he is authorized to represent them. Until then, our team remains committed to good faith cooperation and to restoring clarity and trust in this transaction.
  We believe the complaint is based on a misunderstanding and mischaracterization of events by uninvolved third parties
  

  Enclosed:
  **** ****** *** Drivers License copy for identity verification
  ****** *** *** Drivers License copy for identity verification
  Club Travelo Purchase Contract and corresponding documents
  Ring Central Call Log documenting numerous calls with *** and Mrs. **************** CRM Notes documenting ongoing customer service and contract obligation fulfillment
  Arrivia Control Panel Activity Log documenting account activation
  ********************** Email dated June 4, 2025 attempting to reach *** and Mrs. *** advising of the 2nd contract to be transferred at no additional cost and request to return our calls (to no avail)
  

  ,
  Club Travelo
  ****************************************************************
  ************
  

  
  

  Customer Answer

  Date: 07/02/2025

  Please see attachments for our response and further evidence of wrong doing by Club Travelo. 

  Sincerely,

  ***** ***

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

  M: ************

• Initial Complaint

  Date:04/28/2025

  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.

  Save Your Money Horrible Conditions, False Promises, and Threats We deeply regret trusting Club Travelo.The free trip we were promised turned into a nightmare of construction zones, moldy floors, unsafe taped-up stairwells, and being stranded without proper transportation (unless we paid extra for a shuttle we were never told about).The photos attached speak for themselves this is not the luxury waterfront property they advertised.Instead of taking accountability, Club Travelo chooses to blame guests, gaslight reviewers, and dismiss any valid concerns with copy-paste excuses.On top of that, they have the audacity to threaten to charge us for the entire dumpster fire of a trip.We also endured pushy, high-pressure sales tactics turning a free trip into a two-hour timeshare ambush, even after declining over 100 times.We stand by our honest review, backed by photographic and written *************** attached for proof, since Club Travelo likes to call every honest review misinformation.We are sharing our experience so others can avoid making the same costly ************ your money, your time, and your peace of mind.We came for a vacation they handed us red flags and caution tape. ?? ??

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to respond (yet again) to the misinformation posted numerous times on various forums.  To reiterate, we welcome the opportunity to discuss your Club Travelo Membership at anytime. Should you wish to do so, please reach us at ************************************** or ************. 

  To recap previous responses:  thank you for your feedback on the ********* Escape: Bay Views & Wild Experience. We always appreciate hearing from our members - especially when only one party seems puzzled by details that delighted the other 26 travelers.

  First, you noted that ************ Hotel & ****** did not meet your expectations. This 4.5-star property with panoramic views of the bay, downtown skyline and historic **********, complimentary Wi-Fi, a heated outdoor pool, an on-site restaurant and private balconies, received great reviews from 26 of your fellow Club Travelo guests. Were sorry it fell short of your standards.

  Regarding the shuttle, our records show it was offered as a $75 add-on, which you did not purchase. As such, no shuttle service was arranged for you (or anyone else who did not select this option).
  Since you arrived late on April 11 and missed the complimentary Member Mixer (complete with beverages, appetizers, and a full itinerary briefing), you unfortunately missed the opportunity to ask questions in person. Of course, we plan ahead for late arrivals and placed an itinerary folder at the front desk for your convenience.

  In the spirit of keeping everyone informed, we also sent group texts throughout the weekend with schedule updates and reminders - which you received and replied to several times.

  At dinner, members enjoyed a private room at ****** - one of ********** premier waterfront restaurants and were free to select any entre, side and dessert from the menu. We appreciate that service can take time when 29 guests are dining together, but rest assured your reservation was correctly counted and executed.

  Finally, with regard to your Member appointment - which is designed to ensure you fully leverage your Club Travelo membership and something most members find valuable - we understand you missed the original appointment, rescheduled, attempted to cancel and then (perhaps begrudgingly) attended. If you wish to revisit your membership benefits, please feel free to schedule a convenient time via our website or by calling our office.

  We hope this clears up any confusion and look forward to welcoming you on future Club Travelo adventures - ideally, once youve reviewed all the details in advance. Safe travels!

  Customer Answer

  Date: 06/17/2025

  We respectfully reject your response as it fails to address the core issues raised. The photos provided clearly depict a hotel lobby stairwell and floors under construction, which undeniably do not convey the luxury experience promised. Visual evidence does not lie, and a construction-zoned environment is far from the premium ambiance we were led to expect.

  
  More critically, the larger issue remains unresolved: the service we are paying for is consistently inoperable. Despite numerous attempts to contact support, the portal remains dysfunctional, explicitly stating we are not members when we are, in fact, paying subscribers. This is unacceptable, as we are essentially funding a service we cannot access. We urge you to address these serious concerns immediately and provide a resolution that aligns with the service level we are entitled to.

  
  

  Business Response

  Date: 06/19/2025

  We appreciate the opportunity to respond (yet again) to the misinformation and ongoing communication exchanges with *** and **** ******.  

  We understand that there was some construction in the hotel lobby at The ************** & ****** that did not meet your expectations. This 4.5-star property with panoramic views of the bay, downtown skyline and historic **********, complimentary Wi-Fi, a heated outdoor pool, an on-site restaurant and private balconies, received great reviews from 26 of your fellow Club Travelo guests. Were sorry it fell short of your standards.  

  As you know, the trip was included as a complimentary perk to a select-group of members, not a contractual obligation.  We will opt you out of these complimentary perk opportunities to avoid dissatisfaction on complimentary trips or activities in the future.

  To log into your portal, visit ****************************** and click the Member Portal link at the top.  If you do not recall your password, click the Forgot Password link.  Once logged in, you will be prompted to pay your Annual Renewal Fee that was due on May 16, 2025.  For your convenience, we have attached a copy of the Renewal Payment page.  You can also call ************ for assistance or more information.

  Please note: We consider this matter closed.  We have responded to multiple inquiries via multiple channels on multiple dates addressing multiple issues.  While we welcome feedback and the opportunity to resolve concerns, we have respectfully determined that we will be unable to agree to a different resolution regarding your perception of this complimentary trip (that we were under no obligation to provide but you were invited to attend).
  

  Customer Answer

  Date: 06/23/2025

  More misinformation from Club Travelo. This is not a forgot password issue this is a fraudulent service that states we are not members of the club despite our contract, and timely payments. The owner revealed a hidden fee and still has not granted access to the portal we pay for. 

• Initial Complaint

  Date:04/28/2025

  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.

  Went to a sales presentation over a year ago, tried using this service and it saves us nothing! Despite all the promises at the presentation. They said no stress and would help us rent our timeshare, that was a flop. I called to express my dissatisfaction and they called me and I expressed my disappointment, they could care less. Then the gift offered sounded good, had to hound them to get it since they didn't have it for us at the presentation and after months of hounding, got it in the mail and was that a huge joke! Can't even afford the free trip which they said was free! Lots of cost's attached to this free gift. I wasted $20K and it saved me nothing! Every time I did a trip search outside of travelo I found trips cheaper!

  Business Response

  Date: 06/08/2025

  Thank you for the opportunity to respond to this complaint and provide a factual summary of *** and Mrs. ******* membership and account activity with Club Travelo, in order to correct the inaccurate statements included in the complaint.

  
  On February 25, 2024, *** and Mrs. ******* voluntarily purchased a Club Travelo Membership. Their account was activated on February 28, 2024, following the expiration of the 72-hour rescission period clearly provided for in their signed agreement. The signed contract reflects a purchase price of $12,000, with a down payment of $3,600 and 36 monthly payments of $233.33. The claim of having "wasted $20K" is factually incorrect.

  
  Their membership includes ****** Reward Credits, which can be applied toward travel booked through the member portal. To maximize value and avoid credit expiration, members are encouraged to contact us prior to booking. To date, we show no record of *** or Mrs. ******* contacting us to activate or redeem their Reward Credits.

  Account records show that *** and Mrs. ******* conducted travel searches and successfully booked travel through the portal in July and August 2024. Additionally, our records reflect several instances where calls with our reservation specialists were ended abruptly by the member (member hung up) before service could be completed. Despite this, completed reservations and corresponding earned Reward Credits are documented on the account.
  ********************** offers an optional online marketplace where members may list timeshare weeks for potential exchange for additional Reward Credits or, if selected, cash. *** and Mrs. ******* listing was processed and posted; however, it was not selected by another member. As outlined in the marketplace terms, Club Travelo cannot guarantee demand or rental outcomes. Unsold weeks are returned to the owner two weeks prior to check-in to allow alternative use.
  

  Regarding the promotional gift, this is fulfilled through an independent third-party vendor, subject to their terms and conditions, which were provided at time of purchase. Although this gift is not a core component of membership, our *************** team assisted the ******* in obtaining fulfillment.

  Finally, we note that a payment dispute has recently been filed on this account. This must be resolved promptly in order to restore the account to good standing and avoid collection actions as provided in the signed agreement.

  Club Travelo remains committed to assisting *** and Mrs. ******* in making full use of their membership. As a goodwill gesture, we are pleased to offer a complimentary ticket to an upcoming local event and an additional member training session to help them better utilize their membership benefits. We invite them to contact us at ************************************** or **************.
  

  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23250579
  
  I am rejecting this response because: We were not able to use this member ship until we planned a trip which was not withing the 3 day window to cancel. However we trusted it would save us money on our next trip as suggested in the sales presentation.  I apologize on the 20K statement, you are correct it was less, still 12k is a lot of money.  This program is nothing like it was presented to us, did not save us but a couple dollars and a lot of frustration on our trip we tried to use them on, the *** on the phone was clueless to where we were on our trip and what hotels were close to us.  They also played up how easy it is to rent our timeshare out on this platform, assuming they usually rent out via them...that's what we get for assuming.

  Currently we can't even use this, our account is locked out, I believe its because we are expected to pay a yearly due to them to save us absolutely nothing.  We would like to stop paying for this useless program.  I get more benefits' from our time share than this stupid program.  And we all know what a waste of money timeshares are.  For the life of me I can not see any benefits that were portrayed at the presentation.  If you look on the ** site, I am not the only complaint with this company.

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

  Business Response

  Date: 06/17/2025

  As previously mentioned, Club Travelo remains committed to assisting *** and Mrs. ******* in making full use of their membership. As a goodwill gesture, we are pleased to offer a complimentary ticket to an upcoming local event and an additional member training session to help them better utilize their membership benefits. We invite them to contact us at ************************************** or **************.
  
  

• Initial Complaint

  Date:02/13/2025

  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.

  Myself and a group of 4 individuals signed up for a travel club. we signed up on the condition that monthly payments could be withdrawn from us individually. we even split the deposit 4 ways at the event. there were 2 sales agents present and talked us through how we could split this every month with 4 cards. once the first billing cycle rolled around the billing company (*******************) told us we cannot draft the payments from 4 people and that one person would have to be responsible for making the payments . this was then followed by them revoking the free trip to anywhere in the world for 2 we were promised after joining the club stating that there was no proof of this.

  Business Response

  Date: 02/13/2025

  Thank you for bringing this to our attention. We understand your concerns and want to ensure clarity regarding the terms of your Club Travelo Membership.

  
  All terms and conditions of the Club Travelo Membership are outlined in the contract you signed, in person, at the time of enrollment. Specifically, #** of the Club Travelo Sales Acknowledgment states that no verbal promises or representations outside of the written agreement are valid. We encourage you to review this section for clarification.

  
  Additionally, the payment terms with ****************** are separate from Club Travelo, and their policies are governed by their agreement that you signed . Any concerns regarding their billing policies should be addressed directly with ******************, as they handle all payment processing independently.

  
  Should you have additional questions or concerns regarding your Club Travelo Membership, please do not hesitate to contact us at ************ or ****************************************************************

  
  We appreciate your feedback and look forward to resolving any misunderstandings.

  
  Best regards,
  Club Travelo Team

• Initial Complaint

  Date:04/24/2024

  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.

  I was called by club ****** and asked to attend seminar to which I did. It was 60 minutes long. They did not ask me for any money. They promised me one of three deals for vacation package. I chose the ultimate cruise giveaway to which they said included two round-trip airfare I knew about the activation fee, but my brochure states that the airfare is not included, and when I called and spoke with a representative, they claimed that they would correct it and to give them a few days it is now been almost a week and the number that I have called to speak with the same representatives no longer is in service. It claims the line is busy so I cant get in contact with anyone to figure out where my corrected packages And the free round-trip I was promised .

  Business Response

  Date: 05/21/2024

  Hello ********************, 

  We are following up again to resolve your concerns about the complimentary gifts.  Please give us a call at ************ and we can get everything squared away for your.

  Sincerely,

  Club Travelo Support

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21607846
  
  I am rejecting this response because:
  I spoke with an representative and I still dont see where the two round trip air fare is included in my package for the ultimate cruise option as promised to us.
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/12/2024

  Hi ********************, 

  We are happy to assist in resolving the questions and concerns regarding your complimentary travel certificate.  It can be a bit confusing to redeem.  Please give us a call anytime at ************

  Sincerely,

  Club Travelo

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in December I was offered a presentation and a free gift. I attended on Dec. 22nd, 2023, and was originally interested in what they are offering. I signed up, with the knowledge I had 3 days to cancel. Well, the weekend came, and I was not able to reach anyone to cancel. Monday was Christmas Day. This was day 3. I was unable to contact anyone in their office. Understandably so. However, I have made attempts to contact afterwards, and no one will answer my phone call. This is ridiculous. I am being charged for a service I DO NOT WANT and was denied my right of cancellation. FURTHERMORE, they never verified my financial information, and I never received my gift for attending said presentation. I just got off the phone again, (now in April of 2024,) and surprise surprise there is no answer on their end.

  Business Response

  Date: 04/03/2024

  Thank you for the opportunity to respond to ************************ concern.  Per the terms of the Purchase Agreement, all cancelation requests are to be sent in writing to ********************************** within 72-hours of purchase.  Of course, any day in which Club Travelo is closed would extend that period accordingly.  Unfortunately, we do not have record of a cancellation request from ******************** to ********************************** within the extended 72-hour rescission period. With that said, we are happy to research this request for ******************** if she can forward such documentation to ********************************** to support a cancelation request received within the extended 72-hour period. ******************** can also send proof of any monthly payments made, as our records indicate the only approved payment was made on December 23rd, 2023 for her down payment.  All subsequent payment attempts to fulfill her contractual obligation have failed.  We look forward to resolving this concern for ******************** and await further documentation.

• Initial Complaint

  Date:03/27/2024

  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 attended a presentation on March 10, 2024 and join because of great benefits that was promised and free vacations. However when I was reading the terms and conditions, its not really free but you have to pay certain fees like $100 plus shipping of $9.95. In addition, when I got my log in, we booked out first one to ****** through the website and saw a great deal for the hotel -**************. We choose the exact tower and pay the amount specified with a great savings of almost $500. After we paid the reservation, I called the hotel myself to make sure it went through . And yes they said they are showing reservations and on the exact location . Couple hours after I called the hotel , I told my friend to call as well and then she found out we were moved to a diff tower and they told us to contact Club Travelo. I contacted them 3 times with no resolutions. They keep on telling me that they will contact me and they submitted an investigation with their IT ***** I called and texted my Sales rep to further assist and he said he forwarded it to his supervisor. But no one contacted me to resolve the issues. I called my bank to dispute the $1489.50 down payment for the subscription and I emailed them to cancel my subscription with no penalty . Until now nobody contacted me. I cancelled also the reservation for the hotel. Another thing is I try to book international bec they said its only $800 for business class for Korean air but I dont see it in the website. Its all regular price. I told the Sales rep about it and he said he will check with his supervisor. With all this challenges , I think I got scam and I wanted my money back and cancel my membership without penalty . I purchased the 3 yrs for $4995 plus $159 annual renewal fee. I dont want my credit be punished because of non payment-monthly $97.13 for 3yrs. I want my money back with no penalty and no responsibility.

  Business Response

  Date: 04/03/2024

  Thank you for the opportunity to respond to ****************.  We have been in communication directly as **************** has spoken with several team members numerous times.  Our goal is to resolve her concerns as quickly as possible and look forward to assisting her in how to book travel directly and with our team.  As also mentioned in the direct communication, she can schedule an onboarding session anytime at www.clubtravelo.com/onboarding.  

  Customer Answer

  Date: 04/04/2024

  Good morning. 
  I spoke with someone ************************** yesterday and he understood my concerns and frustration with regards to the challenges I had with being a member of Club Travelo. He asked if who was my Sales Rep who did the presentation and explained about all the benefits I will be having being a member. One of the main reasons I joined is the flight-tickets (international) particularly going to the Phils as my mom and mother in law goes on vacation every year, The Sales Rep ******************** told me and my husband that it will only cost $800 to fly business class not economy. This made me and my husband decided to join. Per my conversation with ************************* yesterday , he said that they dont have much commission on flights. He offered his assistance to book upcoming flights and he told me to text him the dates . I asked him to send me his cellphone number and email address to provide the info but I did not receive it. I left a message this morning to call me back . I told him if this is not going to work the way it was explained then I have to continue my dispute and cancel my membership without any penalty . 
  thank you 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21478943
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 4/4/2024 12:28:38 PM
  Good morning. 
  I spoke with someone ************************** yesterday and he understood my concerns and frustration with regards to the challenges I had with being a member of Club Travelo. He asked if who was my Sales Rep who did the presentation and explained about all the benefits I will be having being a member. One of the main reasons I joined is the flight-tickets (international) particularly going to the Phils as my mom and mother in law goes on vacation every year, The Sales Rep ******************** told me and my husband that it will only cost $800 to fly business class not economy. This made me and my husband decided to join. Per my conversation with ************************* yesterday , he said that they dont have much commission on flights. He offered his assistance to book upcoming flights and he told me to text him the dates . I asked him to send me his cellphone number and email address to provide the info but I did not receive it. I left a message this morning to call me back . I told him if this is not going to work the way it was explained then I have to continue my dispute and cancel my membership without any penalty . 
  thank you 

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

  Business Response

  Date: 05/07/2024

  Thank you for the opportunity to respond.  We believe we had already done so, both with BBB and **************** directly as *** ****** was refunded and her account with ********************** was cancelled on April 8th, 2024.

  If there any outstanding issues we are unaware of, please let us know, as we considered this matter closed as of 4/8/2024.

• Initial Complaint

  Date:01/16/2024

  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 was approached at Opportunity Village by a sales representative promising a gift in exchange to attend a timeshare tour. I also, had to pay $40.non refundable to hold my spot which was odd. So I paid it and attended the tour. I was asked to provide my mailing address and my gift would be mailed. Than I was advised it would be emailed when reaching out as it had been 2 weeks. During that conversation I asked to reschedule to actually purchase a package. It's been a week after reaching out to them and still no email or mail.They collected money for me to attend. They didn't deliver in their promise as written in a contract after given the opportunity. In reading reviews I am not the only customer that has had this experience with them.I would like to be compensated as agreed if that doesn't happen. I have photos of the booth. I have my contract that was made and will be reaching out for bad faith. My understanding is these companies operate under the department of reality correct?

  Business Response

  Date: 01/17/2024

  Thank you for the opportunity to respond.

  We apologize for any frustration ************** may have experienced and are happy to assist in resolving these concerns.  ************** contacted us directly with the same concerns and our team has been in communication with her.  Per those conversations, her promised complimentary gifts and $40 (refunded as an exception as her deposit was non-refundable) have been resolved.  The tracking number was provided to her on 1/16/2024 (shortly before receiving this notification):  1ZE362D10341020283.  

  Should ************** require additional assistance, please do not hesitate to contact us.  ****************************** can be reached at ************

  Sincerely,

  Club Travelo Support

• Initial Complaint

  Date:12/08/2023

  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 was at the Women's Expo in Phoenix. A representative of Club Travelo asked me to attend a information session on Sunday 10/5 at 2 pm and took a live check from me for $20 as ******* money that I would in fact attend and would receive back when I showed up.I did go and attend the session but was told the woman who had my check was not there and that she would mail me the check the following day. It is now 2 months later and I still have not received my check and have called them numerous times to send me back my check.

  Business Response

  Date: 12/08/2023

  Hi Feryal,

  Thank you for the opportunity to respond. 

  Per our phone call with you just a few moments ago, we look forward to next steps in resolving your missing check.  As we discussed, our records indicate the original check was mailed back approximately 3 days after your tour.  We apologize if the postal service may not have delivered it in a timely manner.  We do not show that any check was cashed (and, therefore no refund is due).  If your records show differently, please send us a copy of the cashed check to ********************************** or contact our marketing manager back and we can promptly investigate and issue your refund.

  We look forward to assisting you.

  Sincerely,

  Club Travelo Support

• Initial Complaint

  Date:10/11/2023

  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.

  This company, or one of it's advertisers, has repeatedly called my cellphone which is on the Federal Do Not Call list, even though it's been told to stop. I recently attempted to resolve the matter, but the company has failed to take any responsibility for the matter. At this point, I need to speak to the company's ATTORNEY or LEGAL REPRSENTATION to resolve the issue. If that does not happen, I will be forwarding this matter to an attorney for significant legal action.

  Business Response

  Date: 10/11/2023

  Thank you for your inquiry.  
  
  Our records do not indicate that we have the email address ************************* as a Club Travelo subscriber nor were we able to locate  **********.
  
  We are greatly concerned that someone may be fraudulently acting ******* Travelo.  Please forward any correspondence that you may have received so that we may investigate.
  
  Sincerely,
  
  Club Travelo Support

  Customer Answer

  Date: 10/12/2023

  I have the call recorded. My complaint is NOT invalid. My next step is the ******* State ************************** There is no need for the BBB to take any further action, as obviously, consumer's complaints don't mean much .

  Business Response

  Date: 10/12/2023

  We are happy to assist in investigating should ****************** choose to forward the recording and/or other pertinent information to **********************************.  Please note that this same response has been provided to ****************** from direct inquiries as well. 

  Business Response

  Date: 02/01/2024

  Thank you for your inquiry.  
  
  As previously stated, our records do not indicate that we have the email address ************************* as a Club Travelo subscriber nor were we able to locate **********.
  
  We are greatly concerned that someone may be fraudulently acting as Club Travelo.  Please forward any correspondence that you may have received so that we may investigate.   Unfortunately, we have not yet received any such documentation but are happy to investigate upon receipt.
  
  Sincerely,
  
  Club Travelo Support

  Customer Answer

  Date: 02/01/2024

  Their third party telemarketer called our new number, ************ on January 19th, most recently. I actually played along with the call, and was able to "set up" a presentation at their ********** office. If needed, I can forward the email to prove it.