Business Profile

Travel Club

inGroup International LLC

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Complaints

Customer Complaints Summary

43 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/07/2025
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.
Hello BBB services,My name is *****.I want to get a refund from the company Incruises / Ingroup (cruise trips bookings).I have been in cruise with this company. And now I understand that I don't want to use their services any more / or continue paying there. I don't like the services provided and I can find better prices for the cruises from other services (if needed in the future).So I want Incruises to refund my money back (the amount of money which is still left in my Incruises account). It's 2391 USD.If you need the details (complete email which I sent to Incruises for the refund claim) - I can send it to you with my next email to you.Please help me to get a refund from Incruises.Thanks! Best regards,*****
Business Response
Date: 07/10/2025
Thank you for the opportunity to respond. It appears there may be a misunderstanding on Mr. ****** part regarding the nature of our membership program and the services provided by inCruises. We would like to take this opportunity to offer clarification. First,we are sorry to hear that cruising did not align with Mr. ***** personal travel preferences. We understand that travel styles vary. While many of our Members enjoy cruising as a unique and cost-effective way to experience multiple destinations, we recognize that it may not be the ideal option for everyone.According to our records, Mr. ***** enrolled as a Member and Partner on July 23, 2020. We sincerely appreciate his loyalty over the past five years.Unfortunately, the refund Mr. ***** is requesting falls outside of our refund policy. As clearly outlined in our Membership Agreement, monthly membership payments are non-refundable after the 14-day ***** period from the date of payment. It is important to note that inCruises operates as a closed-user group membership program that provides access to exclusive travel discounts and Reward Points as a benefit of participation. Payments made to inCruises are for club membership fees (which grant a number of benefits while a member). Payments to inCruises are not intended to accumulate funds in an account for future withdrawal.The monthly payments are not investments and inCruises is not a bank or a financial institution. Reward Points are not a form of currency and hold no cash value outside of our booking platform. They are non-transferable, cannot be redeemed for cash, and are intended solely to reduce the cost of eligible travel services booked through our system. During his time as an Active Member,Mr. ***** had full access to the benefits of his Membership, including the opportunity to earn and apply Reward Points and take advantage of Member-only offers. He also successfully booked and completed at least one cruise using these benefits. If Mr. ***** wishes to discontinue his Membership, he is free to cancel at any time. In accordance with the Membership Agreement if he cancels, any remaining 2x1 Reward Points in his account will revert to a 1x1 value. These points will remain available for use, even if his account becomes inactive, subject to the usage terms applicable to inactive Members.While we regret that Mr. ****** experience did not meet his expectations, we must reiterate that his payments were made in exchange for access to a travel membership service, not held as refundable funds. Should his travel preferences change in the future, his Reward Points will remain available for eligible bookings, as permitted under the terms of his agreement. We believe that inCruises has fully complied with the Membership Terms and Conditions to which Mr. ***** agreed upon enrollment. Thanks for the opportunity.
Customer Answer
Date: 07/14/2025

Complaint: 23563574

I am rejecting this response because:

1. Incruises didn't provided its services as required (the option "Price Match" didn't work at all - meaning that Incruises didn't fulfil their obligations as per their agreement).
Incruises rejected the information I provided when I found the better cruise price. I provided all the required documents, but Incuises didn't confirm it. So I had to go with Incruises cruise for the higher price (instead of using the better price option from the competitors).

2. Incruises customer support led to the 1.5 months delays of the cruise booking and led to the money loss due to the late hotels and airplane tickets booking.
Meaning that 1.5 months of time-consuming and worthless email communication with Incruises led to nowhere. Delays in responses for 3-4 days, meaningless and unhelpful replies from Incruises support led to the waste of time and money loss.

3. There are no rights for the Incruises members in terms of protection of their investments to Incruises. Once the partner put money to the account, and if he wants to cancel then - it means that his money will be lost. That's not how it should work. There is 100% fail here. Money should be refunded back and then the account can be closed.

4. Once you stick to the Incruises - you need to use their cruise dollars for booking the cruises and you are not flexible in usage of the better options for the cruises in other companies. There are better options in terms of service and prices, but you can't use them. And Incruises doesn't have the Price Match option properly working. It doesn't guarantee any cheaper price. So, its useless.

5. Incruises constantly changes their terms and conditions. Previously you could use only cruise dolars to book the cruise. Now you need to pay additionally out of pocket money for the cruise booking with Incruises, which decreased the value of Incruises to the customer and make cruise booking with ********************** useles for its members.

Therefore, I insist on the full refund from Incruises to me, of all the money paid during this period (which is now 2491 USD) - as of 14 July 2025.

Thanks

Sincerely,

***** *.
Business Response
Date: 07/16/2025
Thanks for the opportunity to respond. We need to point out that Mr. ***** was reminded that inCruises is a membership-based travel club, not an investment company or a banking institution. The Membership Agreement that governs his participation clearly outlines the nature of the program, the benefits provided, and the applicable refund provisions. Prior to enrolling, Mr. ***** had every opportunity to read, review, and either accept or decline these terms. Any attempt to portray the membership program as something it is not creates unnecessary confusion and does not accurately reflect the purpose or operation of inCruises. Regarding the Price Match requests submitted by Mr. ****** inCruises records indicate that he contacted the Support Team on two separate occasions. On the first occasion, after an extended exchange of information, the request could not be approved because the documentation provided did not meet the required criteria for a valid price comparison. On the second occasion, the Support Team confirmed a price reduction based on the information received; however, the specific cabins requested were no longer available before the process could be completed. This outcome was not due to any failure in service on the part of inCruises, but rather a result of timing and incomplete documentation.With respect to membership payments and refunds, inCruises reiterates that monthly payments are designed to accumulate reward points that can be redeemed for future travel. As stated in the Membership Agreement voluntarily signed by Mr. ****** these payments are not refundable beyond the provisions expressly set forth in the contract. The program was never intended to function as a refundable savings plan, but rather as a way for members to prepare for future vacations and access exclusive travel **************** is also important to note that inCruises strives to offer competitive pricing and valuable benefits to all members, but cannot guarantee the lowest prices in the market at all times. The Price Match program exists as an additional benefit; however, it is subject to specific eligibility criteria. Furthermore, as the Membership Agreement allows, the company may reasonably update its policies and procedures when necessary to ensure the sustainability, compliance of external regulations and fairness of the program for all members; and any such changes are communicated in ********** should be noted that throughout Mr. ****** interactions on our support platform, he has repeatedly used offensive language and demonstrated a disrespectful attitude toward the inCruises support staff assisting him. Despite this inappropriate conduct, the company has consistently responded to his inquiries and requests with professionalism, courtesy, and respect.While inCruises respects every members right to share feedback, the company cannot be compelled to act outside the terms of the agreements that govern all memberships through the use of public complaints. Any attempt to misrepresent the program or apply improper external influence is both inappropriate and without merit. The company has the right to enforce its policies. While inCruises regrets that Mr. ***** feels dissatisfied with his experience, the company must adhere to the published policies and agreements voluntarily accepted at the time of enrollment. A refund beyond those terms cannot be granted. The company remains available to assist Mr. ***** in making the most of the membership benefits available to him as he will be able to use his points even if his account becomes inactive according to the terms agreed. Thanks again for the opportunity.
Customer Answer
Date: 07/19/2025

Complaint: 23563574

I am rejecting this response because:

Dear BBB,
Thank you for your help in resolving this matter.

As per Incruises comments:
Incruises doesnt fulfil its obligations. Meaning that I found a cheaper price for the same cruise with the other companies, provided all the necessary documents, but the Price Match Guarantee option from Incruises didnt work. They refused to accept it. Meaning that Price Match Guarantee option is advertised for Incruises members, but in fact when you book the cruise and want to use this option - Incruises refuses to fulfil its obligations. So, it breaks its own contract. It requires and takes payments from members every month or with other intervals, but when it comes to fulfilling its duties as per contacts it is a serious issue, as Incruises doesnt fulfil its obligations. Result: some of the Incruises actions and services seems to be like not fair/ not legal when it comes to fulfilling its obligations as per contract.
As per my previous request to Incruises ticket #*******. The price with Incruises for the cruise was 2006 USD. The price for the same cruise with the same type of cabin and food with the other company = $1474 ($532 difference). And still, Incruises refused to adjust the price, although all the information was provided.

The 2nd Price Match Guarantee was also rejected because Incruises informed that cabin was not guaranteed (different types of cabin with Incruises and other company). Although, I booked the cheapest cabin (interior cabin with no windows). These are the cheapest cabins in both companies. Also, with booking the cruise with phone call /which was the same as per booking the cruise online and going to checkout page. But Incruises also refused here with no reasons. So, Incruises refusal was not correct in both cases.
Incruises tells me now that all the money paid (2491 100 = 2391 USD) can not be refuned to me. Meaning that if I close the account with them, ********************** will take all 2391 USD, paid by me within these years. So, in some cases, under certain circumstances it may look like stealing money from me. I dont like and dont accept such terms and such model of doing business.
Incruises support was sending sometimes the same messages to my requests (with the same meaning, but with slightly different wording), during the times when I tried to book the cruise with them. And it could take 3-4 days. And in total it took more than 1 month. Such delays in response and not resolving my requests is unacceptable act for a company, who is trying or declares itself as a reputable company with a proper business model.

According to the terms of Incruises: (****************************************************************************************** ), the refund may be granted after 14 days period:
Although rare, there are instances where the Company approves the refund of one or multiple payments of certain Members under certain circumstances. The reasons for approving these refunds after the valid cancellation period include and are not limited to: serious health-related reasons and for misrepresentation of the Company products by the sponsoring Partner.
As long as (The reasons for approving these refunds after the valid cancellation period include and are not limited to..). In my case, the reasons are:
That Incruises doesnt fulfil its obligations (doesnt guarantee the same / the cheapest price for the same services as with competitors). And it doesnt provide the possibility to book the cruise with cheaper price. Only one can book the cruise with Incruises booking for the higher price, which is not fair and not acceptable.

I can not use Incruises services any more (not my type of vacation, too expensive, I prefer other types of vacations). So I can not use the services. And Incruises offer me that I dont use the services, but give all the paid the money to Incruises.
Incruises support is not helpful and take lots of time to respond. And dont provide solutions to my requests. The website isnt working properly.
No value of Incruises personally to me (paying money for the service I dont want to use. For the service which is more expensive than with competitors.
Why should I pay 100 USD every month / other interval and let my money be vanished or used by Incruises? There is no point of this.
Thus, I request a full refund to be paid for me (2491 USD, as of 19.07.25).

Sincerely,

***** *.
Initial Complaint
Date:06/11/2025
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.
I joined inCruises as a paying member under the promise that I would receive double the value of my payments in cruise reward points (i.e., $100 payment = $200 in credits), with access to exclusive cruise discounts and a price match guarantee.Over time, I paid $800, expecting $1,600 in travel value. But when I searched the catalog, I found that many cruise and hotel prices were actually higher than what was available on public travel sites. Their price match guarantee was non-functional labeled as in development.When I raised these concerns and asked about options, I was advised that reactivating my account would restore access to my credits. Based on that guidance, I paid another $200 on June 5, 2025 bringing my total to $1,000.However, after paying, I discovered:I received only 300 active points (not $1,600 as expected)My $800 in points remains locked as inactiveIf I cancel now, I lose all points and get only the $200 refunded The reactivation advice was misleading. I was not warned that the original reward credits would remain restricted, or that additional payment would not unlock full access. Support later denied recommending reactivation, contradicting earlier ************ issue is not just about regret or price its about being misled, having my credits locked behind vague policy changes, and being pressured to keep paying to maintain access to previously earned benefits.This appears to be a pattern of behavior by inCruises, based on similar complaints filed through BBB.
Business Response
Date: 06/20/2025
Thank you for the opportunity to ********** appears there has been a misunderstanding on the part of Mrs. ************ Payments made to inCruises are membership fees that provide access to a range of exclusive travel benefits while the member remains active. These payments are not contributions to a savings or investment account, and they are not intended for future withdrawal. inCruises is not a financial institution.While a member is active, they receive Reward Points under the 2x1 benefit. If the membership becomes inactive, point accumulation stops, and previously awarded 2x1 points revert to the standard 1x1 rate, as clearly outlined in the Membership Agreement. Membership fees are non-refundable, except as provided in our refund policy, which allows for a full refund within 14 days of each payment.We emphasize that inCruises does not charge any fees beyond those expressly stated in the Membership Agreement, which Mrs. *********** signed on May 17, 2023. That agreement includes clear binding terms regarding refunds, Reward Points, and account activation, all of which she acknowledged and accepted at the time of enrollment. The agreement remains publicly available on our website.inCruises prioritizes transparency. All relevant terms are also clearly defined in training materials, and member resources. These are available to all members at any time, and our support team is readily available to clarify any questions before and after enrollment. Importantly, Mrs. *********** retains access to her 1x1 Reward Points, which never expire and can be used toward cruise or resort bookings even while inactive. The activation fee she was asked to pay only relates specifically to reinstating access to the additional 2x1 Reward Points benefit that is only reserved for active Members.inCruises remains committed to upholding the integrity of our program and ensuring all members receive fair, consistent, and transparent service in accordance with the agreed terms. Should Mrs. *********** require any further clarification, we are happy to assist through our support *********** is our understanding that all obligations under the agreement Mrs. *********** entered with us have been complied with. Thanks again for the opportunity to respond.

Customer Answer
Date: 06/20/2025
Complaint: 23453961

I am rejecting this response because:

My concern is not a misunderstanding of the membership structure. Its about the misleading and contradictory guidance I received from inCruises support, which led me to reactivate my membership and make another payment under the impression that I would regain access to the full value of my previously earned credits (approximately $1,000).

After reactivation, I learned that most of those points were still restricted, and I would need to meet further unclear conditions to use them. This directly contradicts the expectations created by earlier communications.

Additionally, the platforms advertised savings are not visible before joining, and once inside, I found many cruise and hotel prices were not better than public travel sites. The exclusive benefits did not materialize in practice.

This is not about buyers remorse, but about misleading reactivation advice, lack of transparency, and paying more just to access what I already paid for.

Im requesting a fair resolution, either:

- Full access to the value Ive already paid (approx. $1,000 in Reward Points),
or
- A refund of the recent $200 charge and account closure.

Sincerely,
Ariunmunkh Munkhjargal

Customer Answer
Date: 06/27/2025
Hello BBB,

inCruises has contacted me privately via email offering a $200 refund and account closure, without addressing my full dispute. I want to ensure that any response or agreement happens through BBB, not by private email.

My complaint involves $1,000 paid, not just the $200 they offered. I still have $800 worth of reward points locked in inactive status, and I was misled by reactivation advice which led to another payment under false expectations.

Please keep the case open until inCruises responds properly within BBB and addresses the full issue.

Thank you,
Ariunmunkh Munkhjargal

Business Response
Date: 06/27/2025
Thank you for the opportunity to respond. We have carefully reviewed Mrs. ************ most recent comments, and following a thorough internal review, we found no indication that any member of our inCruises Support advised or required her to reactivate her membership in order to regain full access to previously earned Reward Points. If she was led to believe otherwise, such guidance may have originated from an Independent Partner. We respectfully note that ******************** are not employees or agents of inCruises and are not authorized to make binding statements regarding account management, refunds, or the redemption of membership benefits. While we understand Mrs. ************ frustration, we must clarify that attributing this misunderstanding to inCruises Support is inconsistent with our internal records. We also respectfully disagree with her comments regarding our cruise pricing. Our Members enjoy exclusive access to significant savings and benefits through our rewards program, which is clearly outlined in the Membership Agreement accepted at the time of enrollment. That said, on June 26, 2026, we extended a good faith offer through our official Support platform in an effort to provide a fair and timely resolution. Our team remains available through that channel, and we encourage Mrs. *********** to use it to confirm her decision, as it enables us to provide accurate and documented assistance in accordance with our policies. We appreciate the opportunity to provide this clarification.
Customer Answer
Date: 06/27/2025

Complaint: 23453961

Hello BBB,

inCruises has contacted me privately via email offering a $200 refund and account closure, without addressing my full dispute. I want to ensure that any response or agreement happens through BBB, not by private email.

My complaint involves $1,000 paid, not just the $200 they offered. I still have $800 worth of reward points locked in inactive status, and I was misled by reactivation advice which led to another payment under false expectations.

Please keep the case open until inCruises responds properly within BBB and addresses the full issue.

Thank you,
Ariunmunkh Munkhjargal
Initial Complaint
Date:05/28/2025
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 was a member of InCruises since Jun 26, 2023. Back in November 2024 I had some health issues and did not make a payment. My membership was automatically cancelled. During my membership I paid a total of $1600. Currently this amount is located under "Inactive Balance".I contacted through support ticket system requesting to issue a refund or give me an option to use my "Inactive balance" and book a hotel or a flight. Apparently this company forcing people to pay additional $200 to become a member, only then I could possibly use my own money. I think it is unlawful to force people to purchase membership again in order to be able to collect their own funds. I see a lot of complaints about same issue from other people. Company should provide people with an option to the use their "Inactive Balance" money to book hotels or flights with out forcing them to purchase a membership which they not intended to use. Please help me with this matter.
Business Response
Date: 06/11/2025
Thank you for the opportunity to respond. According to our records, Mrs. ****** signed a Member Agreement on June 26, 2023. Her last membership payment was made on October 11, 2024. She has not made any payments toward her membership for nearly eight months. As a result, and in accordance with the terms of the Membership Agreement, her 2x1 Reward Points were adjusted to 1x1 Reward Points for lack of payment after 30 days. This is a standard policy that applies to all inactive accounts. It is important to clarify that 2x1 Reward Points are a benefit exclusively *****ed to active members. When monthly membership payments are not maintained, these points are recalculated accordingly. However, the 1x1 Reward Points Mrs. ****** has accumulated remain valid and do not expire, and can still be used to book cruises or hotel stays, as outlined in the agreement. We believe there may be a misunderstanding with Mrs. ****** regarding how the inCruises membership program operates. Payments made to inCruises are membership fees that ***** access to a range of exclusive benefits while the member remains active. These payments are not contributions to a savings or investment account, and they are not intended to be withdrawn at a later date. InCruises is not a financial institution. As long as a member maintains an active status, they receive additional Reward Points under the 2x1 benefit. Once a membership becomes inactive, those reward points cease to accumulate, and previously awarded 2x1 points are reverted to the base 1x1 rate, per the Membership Agreement. These membership fees are non-refundable except under our refund policy, which allows for a full refund within 14 days of each payment. We also want to emphasize that our company does not require any fees beyond what is clearly established in the agreement signed by each member. All terms, including those related to refunds and Reward Points were accepted by Mrs. ****** at the time of enrollment. While we understand that others may have expressed similar concerns, each case is reviewed individually and in light of the signed contractual terms. Statements or complaints by third parties do not alter the validity or enforcement of the agreement in place.Our support team remains available to assist Mrs. ****** should she wish to make use of her 1x1 Reward Points and enjoy the travel benefits she still has access to.Thank you again for the opportunity to clarify this matter.
Initial Complaint
Date:04/25/2025
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.
My friend and me booked a cruise though InCruises. I was diagnosed with serious medical condition and cant travel for another year or more. (If needed, I have all the documents from the doctor). We wanted to cancel our trip and get the refund, but we were told that tickets can not be refunded. However on our booking receipt it says that this is a refundable booking.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond to this matter.Upon reviewing our system, we have verified that the name ****** Chycherska, who submitted the complaint, is not registered as an inCruises member and does not have an account with us. Based on the documentation provided, it appears that this individual is acting on behalf of one of our members, Ms. Kholida Abdullaeva.We have confirmed via our system records that Ms. *********** the account holder, submitted a cancellation and refund request directly to us. However, this request was denied in accordance with our policy, which states that all reservations made on or after January 1, 2022, are final. These reservations are not eligible for modifications of any kind, including cancellations, passenger substitutions, upgrades, or additions. This policy is clearly outlined in our Member Agreement and during the booking process. All members must acknowledge and accept these terms prior to completing their ************** address unforeseen circumstances beyond members control, inCruises offers a Protection Plan that covers certain events. It is important to note that if one passenger is unable to board, the other travelers may proceed as scheduled; however, the absent passenger is not eligible for a refund unless covered under the Protection Plan.Upon further investigation, we have confirmed that the booking in question includes a Protection Plan purchased by Ms. *********** which designates the ticket as refundable under specific terms. Accordingly, we have reached out to Ms. ********** via our support platform to guide her through the appropriate refund process in line with the plan's provisions. We are confident that this matter can be appropriately resolved through direct communication with Ms. *********** Thanks for this opportunity.
Initial Complaint
Date:03/04/2025
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.
Hello BBB team , I have been severely deceived by cruise company called Incruises by its founder ******* *********. It has been 6 years since I listened to the great promises of the founder and literally many months later the founder broke these written, documented by him promises. It mean to your monthly investments in sum of $100 the company added to your partner account another $100, finally I saved $2400, but many months later without any adequate reason the company took $1200 from my account. Under the guise of a supposedly Christian decent person, the founder of Incruises, together with his for me unknown employees, is engaged in fraud. Dear BBB team , I ask you to help me rightfully refind my $1400, which I invested $100 every month in my alleged account on the ********************** website and $200 that I contributed to the partnership with Incruises. In addition, I paid for the continuation of the partnership. Their system deliberately does not allow me to log into my account. I have had difficulties logging into my account for the past 4 years. I have never been on a trip from this company - as a fact. About a month ago I was able to log into my account, wrote a letter there asking for my money back, received a response about nothing from the admin who hides his name. I wrote letters to email, the same unknown person responded to me that: "After carefully reviewing your account, we have determined that you are not eligible for a refund as it has been more than 14 days since your last payment.This lawlessness brought me great stress and took a lot of precious time, such a wild injustice. I wrote to them that we have fires here, there is a small child in the family, we need money... Full inhumanity and meanness All the good reviews of this company are mainly from those people who managed to deceive (there is no other way to call it now) others and now they run and lure the next ones into these lying networks., cruises are very expensive there.
Business Response
Date: 03/11/2025
We appreciate the opportunity to address this complaint and provide clarity regarding the facts. InCruises is a legitimate and reputable company that operates with full transparency, adhering to clearly defined terms and conditions that all members agree to upon joining. Mrs. ******* signed a Membership Agreement on July 10, 2020, and her last payment was made on August 31, 2020. She has not made any payments toward her membership for almost 4 years and a half. As a result, per the terms of the Membership Agreement, her 2x1 Reward Points reverted to 1x1 Reward Points due to inactivity. This is a standard policy for all inactive accounts and does not constitute an unauthorized deduction. Mrs. ******** points have been adjusted in accordance with the agreement due to the absence of membership payments. Since Mrs. ******* has been inactive for more than 4 years, she still retains full access to her 1x1 Reward Points and may use them at any time for cruise or hotel bookings through our platform. Our company operates strictly within the parameters of the Membership Agreement, which explicitly outlines how Reward Points are accumulated and used. The refund policy is also clearly articulated in this agreement, which Mrs. ******* accepted upon enrollment. Refund requests beyond the stipulated time frame cannot be accommodated, as they fall outside the terms of our agreement. Additionally, we would like to clarify that our customer support team has responded to Mrs. ******* multiple times over the past two years, including a documented response as recently as of January 10, 2025. The claim that she has been denied access to her account for four years is not supported by our records, as both active and inactive members retain the ability to log in to ask any question they might have and use their 1x1 Reward Points to reduce the cost of a cruise or resort stay. We do however want to point out that we have verified that she did confront issues with her log in process on December 23, 2024. it seemed she could not comply with our 2-factor authentication process the company has implemented. However, she was advised about this and how in today's digital age, security is paramount and while a strong password helps protect our members accounts and data, a username-password combination may not be enough. While we regret that Mrs. ******* is dissatisfied with her experience, her claims of fraud are entirely unfounded. Furthermore, her statements in this complaint contain defamatory remarks, which we strongly refute. We have fully complied with the terms of the contract she signed, and we do not believe that enforcing our policies justifies derogatory or defamatory accusations against our company. InCruises remains committed to upholding the integrity of our business and ensuring that all members receive fair and transparent service in accordance with the agreed-upon policies. Should Mrs. ******* require any further assistance with any future booking process we are more than happy to help. Thanks for this opportunity.
Customer Answer
Date: 03/31/2025
Dear Better Business bureau team,
Hopefully you received my long letter with many attachments in Mar.14/2025 , I attached the screenshot. I sincerely hope that you will help me return my rightful money, which this lying and vile company has owned for 5 years and naturally invests and makes a profit. If I had time and free money, I would certainly sue them because they owe me much more for moral damage and stress. As you can see from the attached screenshots, it is clearly stated that I have constantly had problems with logging into "my" account for 4 years, the company even in that lies. In their response, they wrote that I allegedly had a problem with logging into the account only because of the new two-stage "protection" of "my" account.
****** Lel K. complaint #********.
Customer Answer
Date: 03/31/2025
Dear Better Business bureau team,
Hopefully you received my long letter with many attachments in Mar.14/2025 , I attached the screenshot. I sincerely hope that you will help me return my rightful money, which this lying and vile company has owned for 5 years and naturally invests and makes a profit. If I had time and free money, I would certainly sue them because they owe me much more for moral damage and stress. As you can see from the attached screenshots, it is clearly stated that I have constantly had problems with logging into "my" account for 4 years, the company even in that lies. In their response, they wrote that I allegedly had a problem with logging into the account only because of the new two-stage "protection" of "my" account.
****** Lel K. complaint #********.
Customer Answer
Date: 03/31/2025
Dear Better Business bureau team,
Hopefully you received my long letter with many attachments in Mar.14/2025 , I attached the screenshot. I sincerely hope that you will help me return my rightful money, which this lying and vile company has owned for 5 years and naturally invests and makes a profit. If I had time and free money, I would certainly sue them because they owe me much more for moral damage and stress. As you can see from the attached screenshots, it is clearly stated that I have constantly had problems with logging into "my" account for 4 years, the company even in that lies. In their response, they wrote that I allegedly had a problem with logging into the account only because of the new two-stage "protection" of "my" account.
****** Lel K. complaint #********.
Business Response
Date: 04/09/2025
Hello and thanks for the opportunity to respond. We would like to emphasize that no money has been misappropriated. The policies regarding Reward Point accumulation, redemption, and refund eligibility are clearly outlined in the Membership Agreement, which Mrs. ******** electronically signed on July 10, 2020. Her last payment was in August of 2020 and as of this date she still has Reward Points she can redeem. Unfortunately, we must reiterate that she is not eligible for a full refund of her membership fee. We strongly reject Mrs. ******** characterization of InCruises as lying and vile and refute all defamatory statements. These claims are unfounded. InCruises has acted fully within the terms of the Membership Agreement and made repeated efforts to assist her, including recent personal outreach by phone. She has insisted on a refund that is outside of the scope of our policies. While we regret her dissatisfaction, we reaffirm that InCruises has met its contractual obligations. We remain available to assist Mrs. ******** should she wish to proceed with redeeming her reward points.
Customer Answer
Date: 04/18/2025
Dear representatives of the Better Business Bureau, I am so hurt that I was morally attacked so meanly and brazenly by this cruise company who impudently have been stole the money. Thank you for being there!
I believe you will judge the situation fairly. Fraudsters should be shamed and their business stopped. I am writing at night because there is no other time. While my little granddaughter is sleeping I can write. I have attached a document below certifying the change of name sense the receipt of citizenship. I have provided sufficient material evidence, and not just words, as ******* Hudchinson does with his unknown employees ( who hiding their names and faces) who are the same scammers as he is! Where is the material evidence of my alleged lies? In addition to me, there are a huge number of people around the world who have suffered from this fraudulent company! Facts!
Dear representative of the Better business bureau ***** *., representatives of Incruises gave themselves away (there is a saying: "a thief's hat is on fire"!), in their previous letter they assuredly wrote that I allegedly could not log into my account because of two-stage protection and this was allegedly only because of this!! But I sent you my emails-appeals to Incruises sent by me years earlier with the same problem, where I write to them that I can not log into my account! Their lies on the facts! They write that allegedly I finished paying "affiliate" in 2020 - they have already gone to an incredibly vile and risky lie (representatives of Incruises in hope that I deleted all their endless emails! Please see the screenshots below.), but no, I have them saved! I can even print them out if necessary. By facts this company owe me $2400 (since they meanly stole $1200) plus my membership fees. I paid them a whole year in partnership fees (until M. Hudchinson decided to take one of the halves of the accumulated money (from all the "partners") and then I continued to pay for membership (I font remember how long) besides we all were paying some annual fees. Hudchinson broke his own written promises and took everyone's money its why people didnt want be partners anymore!! This is what the victims of these scammers write about. I would not be surprised if, in addition to all their brazen, risky lies , they apparently make fake signatures of "partners". I did not sign anything and no one signed anything. A few weeks ago I spoke with ****** *****, he is the main in the one *************** where I was a partner and then a member) , he answered me that he did not sign anything with Incruises. Maxim Emelyanov, who persuaded me, talked me into joining the so-called partnership by enticing me with monthly $100 in addition to my $100, then after a year of payments for the partnership and wasting my precious time on endless meaningless, lying webinars of this company, as well as wasting time on persuading people to join the partnership for meetings with them, etc., etc., so, Maxim also confirmed that he did not sign anything with Incruises.
Customer Answer
Date: 04/18/2025

Complaint: 23005260

Dear representatives of the Better Business Bureau, I am so hurt that I was morally attacked so meanly and brazenly by this cruise company who impudently have been stole the money. Thank you for being there!
I believe you will judge the situation fairly. Fraudsters should be shamed and their business stopped. I am writing at night because there is no other time. While my little granddaughter is sleeping I can write. I have attached a document below certifying the change of name sense the receipt of citizenship. I have provided sufficient material evidence, and not just words, as ******* Hudchinson does with his unknown employees ( who hiding their names and faces) who are the same scammers as he is! Where is the material evidence of my alleged lies? In addition to me, there are a huge number of people around the world who have suffered from this fraudulent company! Facts!
Dear representative of the Better business bureau ***** *., representatives of Incruises gave themselves away (there is a saying: "a thief's hat is on fire"!), in their previous letter they assuredly wrote that I allegedly could not log into my account because of two-stage protection and this was allegedly only because of this!! But I sent you my emails-appeals to Incruises sent by me years earlier with the same problem, where I write to them that I can not log into my account! Their lies on the facts! They write that allegedly I finished paying "affiliate" in 2020 - they have already gone to an incredibly vile and risky lie (representatives of Incruises in hope that I deleted all their endless emails! Please see the screenshots below.), but no, I have them saved! I can even print them out if necessary. By facts this company owe me $2400 (since they meanly stole $1200) plus my membership fees. I paid them a whole year in partnership fees (until M. Hudchinson decided to take one of the halves of the accumulated money (from all the "partners") and then I continued to pay for membership (I font remember how long) besides we all were paying some annual fees. Hudchinson broke his own written promises and took everyone's money its why people didnt want be partners anymore!! This is what the victims of these scammers write about. I would not be surprised if, in addition to all their brazen, risky lies , they apparently make fake signatures of "partners". I did not sign anything and no one signed anything. A few weeks ago I spoke with ****** *****, he is the main in the one *************** where I was a partner and then a member) , he answered me that he did not sign anything with Incruises. Maxim Emelyanov, who persuaded me, talked me into joining the so-called partnership by enticing me with monthly $100 in addition to my $100, then after a year of payments for the partnership and wasting my precious time on endless meaningless, lying webinars of this company, as well as wasting time on persuading people to join the partnership for meetings with them, etc., etc., so, Maxim also confirmed that he did not sign anything with Incruises.

Sincerely,

Marina Lel ********
Customer Answer
Date: 04/19/2025

Dear *********** I had problems logging in to "my" Incruises account every time I tried to log in (as I mentioned before their system didn't allow me to log in with my password, and I often didn't have time to found out, email to them , then wait for their answer), in connection with this I didn't remember when exactly I read their contract and when exactly I finished paying the partnership. Please allow me to request bank statements for those years and provide them to you! A couple years ago some unknown scammers tried to hack my account and the bank changed my account number, but I think it will be possible to get information about past years. Allow me to provide you with all this information. I have no reason to deceive, it doesn't even make common sense. I feel stress trying to log in to Incruises every time, and even more so to go on a cruise with them (but I'm not going on a cruise!) I have already wasted a lot of my precious time on these scammers. I have a question to you, for how many years of a person's life is the Incruises contract with a cruiser valid or after how many years will this contract, which they themselves violate, be considered invalid? Why are people obliged to be tied to a cruise club for their entire life and cannot at least take their hard-earned money and leave Incruises? Why does the founder allegedly have the right to change the terms of his own contract to take away the promised accumulated rewards from people, and even people"s money while people essentially have no rights, but are actually forced to be tied to Incruises for life? I hope to receive answers to my simple questions from you. I have no desire to talk to them, especially since I will not receive an adequate answer. May I know where in my texts I allow any obscene expressions addressed to the company? People from different countries of the world call them scammers.
And what do you think about this company? Do you think that they teach new "partners" by tricky tricks, influencing the human psyche, luring them with big money, possibly using NLP techniques to actually force people to become slaves and "fans" of incruises with the help of tricky tricks what is basically lies?
Hopefully you will let me provide you bank statements, I think it will clarify the situation.
Thank you!
Initial Complaint
Date:02/27/2025
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.
Almost a year I have been with incruises I am not happy with the membership plan, I feel I have been scam. When I got in the club I was told I could cancel anytime with no strings attached and get my money back, now that Im not happy with the membership plan, I want to cancel my membership, which they told me that the only way is to stop paying my monthly fee to be inactive member, so is not cancel Im just inactive, and that all the money I wont get it back because is more than 14 days which I was not told. I never went on a cruise and I didnt spend any money , so why can I get my money back and cancel that membership, I just want my money back
Business Response
Date: 03/13/2025
Im not incruises corp, I was an independent associate with that name ******* In Cruises wich is different to Infruises

she better go directly with them since I dont have anything to do to help here

thanks

Business Response
Date: 03/24/2025
Thank you for the opportunity to respond.On July ******, Mrs. ***** electronically signed the inCruises Membership Agreement,which includes clear, binding terms she acknowledged reading and accepting. For this reason, we believe it is unfair to label inCruises as a scam". The Membership Agreement is available on our website, and Mrs. ***** had every opportunity to review and ask questions before joining. Like all members, she was responsible for understanding the terms before signing. The agreement clearly states that membership fees are non-refundable beyond our 14-day refund window. It does not include any provision for a full refund upon cancellation, and such a policy has never existed in any of our documents or communications.We offer ongoing support to help members understand their benefits and policies. Monthly payments are for membership access and benefitsnot to accumulate funds for future withdrawal. inCruises is not an investment vehicle of any kind nor a bank. Although Mrs. ***** may not have used her 2x1 Reward Points, she received the services her payments entitled her to. Reward Points are not cash and even if her account becomes inactive, she retains her 1x1 points for future bookings. These points do not expire and maintain full value.We believe we have complied with all of our responsibilities under the contract Mrs. ***** signed with us. That is why unfortunately she is not eligible for a full refund of her membership fees paid. We hope Mrs. ***** will take advantage of these benefits and use her Reward Points for a future vacation. Our support platform is available to assist her. Thanks for the opportunity.
Customer Answer
Date: 03/24/2025

Complaint: 22998084

I am rejecting this response because:

Sincerely,

********* *****
Initial Complaint
Date:02/11/2025
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 have been with Incruises since 2023 and so far everything seems good and with great terms. Unfortunately and without notice they change their policy in which unless I pay them $100 every month I won't get the benefits offered to me, and unless I pay the invoice this month I won't be able to enjoy at all my subscription which I have not use yet. I have paid them $700 total which includes $100 subscription plus 6 payments of $100 each. This is a MLM business in which I'm familiar, they offer a service or a product and you enjoy it. Now for this company you have to accumulate over time and pay $100 every 1 to 3 months to get double points and enjoy the benefits and double point for cruises etc....They change the terms without any warning and they block me for use anything at all unless I keep paying them....I just want my money back, I don't want any service or prodects they offer, the business model in which you can hurt your clients is not one that i want or are willing to participate.
Business Response
Date: 02/25/2025
Thanks for the opportunity to respond. Unfortunately, the full refund Mrs. ******* is requesting falls outside of our companys policies. As outlined in our Membership Agreement, payments made for monthly membership fees are non-refundable beyond the 14-day refund window. This policy has remained unchanged, and Mrs. ******* agreed to these terms upon enrollment. Furthermore, our Terms and Conditions include provisions that allow for periodic amendments, particularly for operational or legal purposes. This flexibility has been part of the agreement Mrs. ******* entered into when she became a member on July 13, 2023. In an effort to keep our members informed, we did communicate the recent updates via email prior to implementation, contrary to what Mrs ******* informs. We send these types of announcements through our general mailing list on multiple occasions, much like we do with webinar and compliance notifications. Additionally, our records show that Mrs. ******* continued to access her account and actually make a payment on January 2025, after the changes to our program were implemented. Still, she has at this moment a pending balance. It is also important to highlight the specific Terms and *********************** agreed to signing up. ********* 24 of our member agreement ( which can be reviewed on our public website) clearly states that the continued use of our website and benefits constitutes acceptance of the updated terms. Now, we need to clarify that at this moment Mrs. ********* account does not allow her to use her 2x1 Reward Points because she has a pending invoice like previously stated. This benefit is available only to active club members. If she does not agree with our new updated Terms she does not need to continue paying. She has lost the benefit to the membership she paid. If so, and when her account becomes completely inactive for lack of the monthly payment, she will still be able to use her 1x1 Reward Points accordingly. Our members can still benefit even when incative, if they have accumulated Reward Points because these never expire. Inactive Members still retain at least 1 Reward Point for every dollar they pay. We remain available to assit Mrs ******* is she wishes to make a booking in the future through our platform. Thanks for this opportunity.

Customer Answer
Date: 03/07/2025

Complaint: 22930030

I am rejecting this response because:
I try to book a trip just with the money I already paid, and I can't even do that....
This is happening to not just me but a lot of people, they cant just keep our money and dont get anything in return.
I need to be active to use anything, i dont even have the option to buy regular as you can see is not an available option and for the points the system gaves me just the point and it says as im not an active member i cant.
They are literally stealing my money and im sorry that is not okay, i was a member and i should be treated with respect and a solution, no well of you dont like it to bad. I need my money or to be able to book a trip with all promise to me when we both parties accepted.
I can be reach directly to ************
sincerely,

***** *******
Business Response
Date: 03/11/2025
Thanks for the opportunity to respond. We appreciate the opportunity to clarify how our system works. First and foremost, Mrs ******* claim that she has been unable to use her 1x1 Reward Points unless she reactivates her membership is incorrect. Our records indicate that Mrs. ******* membership became inactive on March 3, 2025, due to non-payment of her February invoice within the 30-day grace ******* As per our policy, once a membership becomes inactive, any Reward Points accumulated in her Active Balance are transferred to the member Inactive Balance. Even as an inactive member, she will still have full access to use her Reward Points to reduce the cost of cruise and hotel reservations. Even as of today, March 11, 2025 through the inCruises platform she has been advised about this and the correct process. We would also like to address Mrs. ******* statement that this issue is affecting many other members. Our records do not indicate any widespread issues of this nature. Each account is subject to the same membership policies, and the ability to use Reward Points remains available to all members, whether active or inactive. At no point have we denied access to ******************* Points. The misunderstanding may stem from the fact that, while points from an Inactive Balance can help reduce the total cost of a booking, they do not necessarily cover the full amount. These terms were and are outlined in the membership agreement Mrs. ******* signed at the time of enrollment. We remain open on assisting Mrs. ******* with this should she decides to proceed with a reservation and are happy to guide her through the booking process. Thanks for the opportunity.
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 signed up to Incruises in 2018 and Ive been a member ever since, I havent been able to go on a cruise and since Ive signed up Incruises have changed their policy. This isnt what I signed up for and I would like my money back.
Business Response
Date: 02/22/2025
Thank you for the opportunity to respond. We have confirmed that Mrs. ****** have been a member of inCruises since August 28, 2018, (she signed the Member Agreement on this date) and we greatly appreciate her loyalty over the past seven years. We understand that the recent changes to our member program, implemented on November 1, 2024, have caused Mrs. ****** frustration. Unfortunately, the full refund she is requesting falls outside of our companys policies. As outlined in our Membership Agreement, payments made for monthly membership fees are non-refundable beyond the 14-day refund window. This policy has remained unchanged, and Mrs. ****** agreed to these terms upon enrollment. Furthermore, our Terms and Conditions include provisions that allow for periodic amendments, particularly for operational or legal purposes. This flexibility has been part of the agreement Mrs. ****** entered into when she became a member. In an effort to keep our members informed, we communicated the recent updates via email prior to November 1, 2024. We send these types of announcements through our general mailing list on multiple occasions, much like we do with webinar and compliance notifications. Additionally, our records show that Mrs. ****** continued to access her account and pay her membership fees for both January and February 2025, after the changes to our program were implemented. It is also important to highlight the specific Terms and ********************** agreed to when signing up. ********* 24 of our member agreement clearly states that the continued use of our website and benefits constitutes acceptance of the updated terms. The relevant provisions read as follows: 24. We may revise and amend these Terms and Conditions from time to time. Your use of any of the Website and Benefits offered in the program will be subject to the Terms and Conditions in force at the time you access the Website and the Benefits and your use of the Website and/or the Benefits shall constitute your acceptance of the applicable terms and conditions at that time. While inCruises intends to provide the Benefits, including usage of the Reward Points for cruise and/or hotel/resort bookings, there is no guarantee that these Benefits can be realized. The inCruises model is dependent on several factors that are not controlled by inCruises, including and not limited to our ability to collect Members' payments in order to pay for outstanding cruise invoices, relationships with booking providers, hotels, resorts and cruise lines that provide favorable terms to inCruises, as well as relationships with banking and finance entities which can impact our ability to collect funds from Members and pay invoices for cruises or hotel/resort stays already booked through our Website. Additionally, laws and regulations can impact this offering and the ability for Members to realize the Benefits of this program. While we recognize Mrs. ****** disappointment regarding the inability to go on a cruise, we must adhere to the terms and conditions readily accepted when she joined inCruises. As such, we are unable to offer a full refund after nearly seven years of membership. Thank you for your understanding and the opportunity to respond.
Initial Complaint
Date:01/23/2025
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.
This is in regards to my current Membership dues in the amount of $2,000, which Incruises refuses to reimburse me all the money in my account. According to their rules, membership dues are to be used for future travel and you can only be reimbursed within 14 days of payment.I explained to them that I can no longer travel due to personal reasons and that I do not agree with their Membership Agreement.I feel this is unfair and against my rights as a consumer to ask for my money back.Please contact me if you need any further information.Sincerely,********* *******
Business Response
Date: 02/21/2025
Thank you for the opportunity to respond. We are sorry that Mrs. ************* is unhappy and we empathize with her personal situation, but we believe she is mistaken about making this claim. On May 25, 2022, Mrs. ******* electronically signed an inCruises Member and Partner Agreement. This agreement contains binding contractual terms that Mrs. ******* acknowledged she read and understood and agreed to by entering into this agreement. These agreements are also available on our website and Mrs. ******* had every opportunity to read, understand and ask questions about any terms of the agreement before signing it. In our Agreements it is clearly stated that the money paid in monthly fees to remain a member of the club, is not refundable beyond our refund policy; which indicates that any payment can be refunded during the 14 days after said payment. NOWHERE in this agreement is a provision stating that inCruises will provide a refund in the event of economic hardship or if a member or a partner confronts a personal situation that does not allow him or her to travel or continue paying the membership. This has NEVER been the case in our company and there has never been any mention of this type of policy on our website or any company documents. I am afraid Mrs. ******* is mistaken in making this claim. We do confirm that our support staff assisted Mrs. ******* multiple times through our support platform with her refund requests and her Partner renewal fee was refunded on May 15, 2024. Her Membership was refunded as well on December 24, 2023. These refunds were processed promptly in accordance with the terms and conditions of our membership agreement, which allows for refunds under specific conditions and timelines. At this moment we see from our system that Mrs. ******* has available 2000 1x1 points but those points cannot be converted to cash. We explained to Mrs. ******* that as long as the customer remains a Club Member, she will receive a series of points each month that can be used to access cruise trips and hotels. Therefore, the money paid in monthly fees to remain a Club Member is not refundable beyond our refund policy which indicates that any payment can be refunded within 14 days after said payment. inCruises is not a bank or a depository institution of any kind. Still, Mrs. ******* can still use all of her accumulated points to travel on cruises or book hotels even if her account remains inactive. Thanks for the opportunity to respond.
Initial Complaint
Date:01/22/2025
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.
dear ************* have been with incruises since June 2023, paid monthly ****** and my mom went on cruise on 28 dec-4Jan 2025 and it was all not we were promised .firstly, I could not use all of my point to by the trip but only 50% of my balance, we were not toldear ************* have been with incruises since June 2023, paid monthly ****** and my mom went on cruise on 28 dec-4Jan 2025 and it was all not we were promised .firstly, I could not use all of my point to by the trip but only 50% that there will be 11euro/per a person/per a day on a ship for the hotel service. Why should I pay??? We div not have any room service or sheet change. I paid extra 154euro which I had no budget for.Service was terrible, staff is rude, food not tasty, dinner looked as lunch left over. Minimum of 20 wait to call a reception, as there was no chance to go and speak to then.The most terrible new year celebration and my 70 year old mom birthday present.I want the refund of the total balance I have with incruises ***** point which is equal to $1,100 they refuse to pay to me my hard earned money!Additionally I figured later that we paid WAYYY to high for 2 people !Awful Refund and Cancellation Policy and Customer service!It turns out that ********************** changes its policies without notice and as it sees fit to ensure you never get your money back. Also, they have a 'price match' guarantee which is pure robbery. A typical cruise is priced at a per-occupant rate, but they sell it to you at an inflated price and on a per-room basis. There is never a comparison they have to honor. Do you see the bait and switch? They had to link our bank card to the ship card otherwise we would be blocked! They could not even put any charge on our bank card so I had to use my UK bank card! They are nothing but FRAUDsters, and they do not care about their customers.Please assist me in sorting my money refund ********* Unique Membership Code
Business Response
Date: 02/25/2025
Thanks for the opportunity to respond. We are truly sorry to hear that the cruise did not meet Mr. ******* expectations, especially as it was intended to be a special occasion for her and her mother.Regarding the price Mr ******* paid, we want to assure that the inCruises membership provided significant savings. We have verified that the booking Mrs ****** had for two guests during the New Years period was extremely competitive, and through her inCruises membership, she saved over $500 compared to standard retail ********** terms of gratuities, these are a standard practice across the cruise industry and apply to a variety of services beyond just room cleaning, including dining service, guest assistance, and overall hospitality provided by the crew. These service charges are common in most cruise lines and are always disclosed in the booking process. We recognize that personal tastes and expectations vary, and it may be that a more upscale cruise brand would better align with Mrs. ******* preferences. ************* is one of the largest and most established cruise lines, and thousands of inCruises members have enjoyed memorable experiences with them. However, we understand that it may not have been the right fit for Mrs. *******.With respect to the refund request made by Mrs *******, as stated in our membership terms, Reward Points are not eligible for cash refunds. Points however remain available for future bookings should Mrs. ******* choose to take another cruise that may better align with her expectations. In regards to the refund requests and changes to our agreements as outlined in our Membership Agreement, ( we see Mrs. ******* signed this contract on May 31, 2023) payments made for monthly membership fees are non-refundable beyond the 14-day refund window. This policy has remained unchanged, and Mrs. ****** agreed to these terms upon enrollment. Furthermore, our Terms and Conditions include provisions that allow for periodic amendments, particularly for operational or legal purposes. This flexibility has been part of the agreement Mrs. ******* entered when she became a member. In an effort to keep our members informed, we communicated the updates via email prior to November 1, 2024 when those were implemented. We send these types of announcements through our general mailing list on multiple occasions, much like we do with webinar and compliance notifications. Additionally, our records show that Mrs. ******* continued to access her account and pay her membership fees for both November 18th and Decemeber 2024, after the changes to our program were implemented. Thanks for the opportunity to respond.
Customer Answer
Date: 02/26/2025

Complaint: 22842225

I am rejecting this response because:
Subject: Response to InCruises
Dear InCruises Team,
Thank you for your response.
I want to make it absolutely clear that I will no longer be staying with your company. This cruise experience was an absolute disaster,bringing unnecessary stress to me, my mother, and my family. The problems began on day one and continued throughout the trip, making it one of the most frustrating experiences I have ever had.
Issues We Faced:
1. Incorrect **** Information: We were advised to apply for Oman and ***** visas, costing over $100 for two people, only to find out at check-in that we only needed a multiple-entry UAE ***** InCruises provided completely incorrect guidance, causing unnecessary expenses and stress.
2. Overpriced Booking: Onboard, we met other passengers who paid only $400 per person for the same room we booked at nearly three times the cost. This is unacceptable.
3. Long Queues for Food: Breakfast and lunch required waiting in massive queues, sometimes up to an hour, with lines stretching into the corridors. Even after getting food, there were no available tables, forcing us to wait even longer.
4. Terrible "Fine Dining" Experience: Dinner was a joke. We were seated at 6:30 PM, our order was taken at 7:30 PM, and the food arrived at 8:30 PM. Then, we were told to leave by 9:00 PM for the next group!
5. Poor Food Quality: It was clear that much of the food served at dinner was simply leftovers from lunch.
6. Shared Dining Table: Despite requesting a table for two, we were forced to share a table with another family who did not speak English, making the experience extremely uncomfortable.
7. Unreachable Reception: The reception desk was constantly surrounded by more than 50 people. Calling from the room meant waiting 3550 minutes on hold, only to be placed on hold again.
8. Lack of Language Support: There was no Russian-speaking receptionist available most of the time, frustrating many passengers.
9. Chaotic Environment: At one point, a guest at reception was yelling, "TITANIC!"thats how disastrous the situation was.
10.Extremely Expensive Internet: Internet packages were ridiculously overpriced.
11. Lack of Support: When we tried to complain, ***** staff dismissed us, saying complaints should be directed to InCruises. Neither company took responsibility.
12. Rude and Unfriendly Staff: There was no basic courtesyno greetings, no apologies, no thank-yous. Just rude behavior throughout the trip.
13. Discrimination Against InCruises Clients: Staff smirked at InCruises customers. Despite the poor service, we were still forced to pay 11 per person per night in service fees.
14. Disorganized Safety Drill: The safety drill lasted 1.5 hours with no clear instructions. At the end, we were simply told we could leave.
15. Unusable Pool: The pool was filled with bleach and freezing cold water, making it completely unusable.
16. Dirty Amenities: The ship's facilities were filthy and poorly maintained.
17. Lack of Guidance from My InCruises Sponsor: The person who signed me up and earned $20 per month from my membership never provided any guidance or assistance. When I started asking for help, they simply blocked me.
18. Nonexistent ***************** As soon as I inquired about refund options, InCruises customer support stopped responding entirely.
The Final Straw: A Chaotic and Dangerous Disembarkation
The disaster did not end when we docked. After arriving in ***** at 7:00 AM, left the vessel at 12:00 noon , only to face complete chaos in the luggage area. Thousands of people were scrambling to claim their bags, many in distress over missed flights, with shouting and panic all around.
My mother, exhausted and overwhelmed, sat on the side waiting for me while I spent over two hours (till2pm!) trying to retrieve our luggage from the vessel. When I finally returned, I was horrified to see doctors standing over hershe had passed out, and bystanders had to call for medical assistance! This was the direct result of the disorganization, stress, and utter lack of proper management during disembarkation.
Misleading Refund Policy
When I requested a refund for my membership payments, I was met with an outrageous response: a complete refusal to refund anything beyond the initial 14 days.
This is completely unacceptable and deceptive. Nowhere was it clearly stated that my hard-earned money would be permanently locked in with no option for recovery. InCruises lures people in with misleading promises while conveniently hiding their unfair refund policy.
I was misled by Zeyneb Duishenova into signing this contract, and I deeply regret it. The entire experience has felt like a paradise great promises at the start, but once you're locked in, the only concern is extracting more money. There is no real support, no proper guidance, and no accountability.
InCruises, do you not care about your customers? Please refund my money!
Sincerely,
****** Akyyeva

Sincerely,

****** Akyyeva
Business Response
Date: 03/03/2025
Thank you for the opportunity to respond. We sincerely regret that Mr. ******* trip did not meet her expectations. We take all feedback seriously and would like to address her concerns one by one based on the term Sections of our Membership Agreement. Contract that she signed on May 31, 2023. 1) ************** Information: We have verified from our database since we maintain record of all communications with our members and we have verified that at any moment Mrs. ******* was provided with incorrect **** information. As per our policies, it is the responsibility of each traveler to verify **** and entry requirements for the destinations included in their itinerary.While we strive to provide guidance, **** policies are subject to change, and we always recommend confirming such details with the respective consulates or travel authorities before departure, Section 15. We did not advised Mrs ******* anything different from this. 2) Overpriced Booking: While we strive to provide competitive pricing through our membership benefits, we do not control these changes, as they are set by the cruise lines. Each booking is confirmed at the price available at the time of reservation, and while some guests may find different rates later, this does not change the agreed terms of any prior booking. 3) Issues number 3 through number 7 about Dining & Onboard Experience: Service levels and dining experiences onboard are managed by the cruise line. InCruises acts solely as a booking platform or agent and does not control onboard operations. This is clearly stated in provision 28 of or Membership Agreement. While we regret the long queues and service delays Mrs. ******* encountered, these issues should be addressed directly with the cruise lines management.8) Issues number 8 through 10: Language availability and onboard facilities,including internet pricing, are determined by cruise line policy. We advise all of our members to review the cruise lines terms before booking, as outlined in Section 15 of our Membership Agreement. 11) Issues 11 through 13, **************** & Staff Behavior: We regret that Mrs. ******* felt unsupported.InCruises provides access to discounted bookings, but does not manage onboard customer service. For grievances regarding the cruise line staff, we recommend filing a formal complaint directly with the cruise line. Issues 14) through 17, Disembarkation & Health Concerns: We are truly sorry to hear about the difficulties Mrs. ******* experienced during disembarkation and her mothers health situation. While we do not control port operations, we recommend submitting a report to the cruise line for further review. 18) Refund Request: As outlined in Section 6 of the inCruises Membership Agreement, refunds for membership payments are only available within 14 days of initial enrollment. Beyond this period, all payments are non-refundable. By enrolling in the program, Mrs. ******* acknowledged and agreed to these terms. Additionally, all cruise and hotel bookings are final and non-refundable, as per Section 6(a). We must clarify as well that the we do not know who is the person that Mrs. ****** mentions in her complaint. We can just confirm this person is not part of our support staff nor is our employee. Please note that InCruises is an invitations only travel membership program designed to help members accumulate Reward Points for future vacations through monthly payments. These payments provide access to travel benefits, but do not function as a savings plan or investment. InCruises is not a financial institution but a travel club, similar to a gym or streaming service subscription. Contrary to Ms. *******s statement, her Reward Points are not locked. They do not expire, and she can still use them for future bookings,as long as she follows the Membership Terms and Conditions. For every membership payment she made and did not used, she retains at least one Reward Point even when her account is inactive. We believe we have fully complied with our contractual obligations and have made our determination based on our policies. We appreciate the opportunity to clarify these points and remain available to assist Mrs. ************* if she decides to make use of her Reward Points to reduce the price of any cruise booking or hotel stay. We also remain available to continue any conversation with her through our support platform. Thanks for this opportunity.

Customer Answer
Date: 03/07/2025

Complaint: 22842225

I am rejecting this response because:

everything Incruises says is just to avoid paying my monies back to me. the preson who signed me in is your memeber! now you say you have nothing to do with it! I left some true review on your instagram page and got BLOCKEd ! thats how your deal with complaints!

I will not use your poorest disgusting service any more! Return MY MONEYT BACK!!!!!

Sincerely,

****** Akyyeva

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