Complaints

This profile includes complaints for Monster Reservations Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Monster Reservations Group, LLC

  4503 Socastee Blvd Unit C Myrtle Beach, SC 29588-6820

  
• 

  Monster Reservations Group, LLC

  PO Box 14158 Surfside Bch, SC 29587-4158

  

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:07/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sold me on a vacation package that is not what they are willing to fulfill. They keep telling me it's a non-refundable package because of the low price but that is inexcusable when they are not honoring what they sold me on.Sold me a package for $698 USD that was supposed to include 5 vacation packages. 1) 6 day cruise for 2 people, everything included except booze 2) 8 day stay for 4 ppl in a condo - 1 bedroom + pull out couch 3) 5 day, stay at any of the hundreds of domestic destinations for 4 ppl 4) 5 day, stay at any of the hundreds of domestic destinations for 4 ppl 5) 5 day all inclusive resort stay for 4 ppl I called the reservation center the same week I purchased the package to get availability information and found out they lied when they sold the package. They sold me on being able to book to any destination online, that's not an option. They sold me on being able to book with only 30 days notice, then they said 90 days. They sold me on 4 people for the all inclusive stay, apparently it's 2 adults, 2 kids (I don't have kids). There is one domestic destination as I am in ****** (ON, Im in AB) and they are based on the US.I called back 3 more times, staying on hold for 30 minutes each time, on the 4th time I got through to a person. She kept repeating it was non-refundable as was stated in the original phone call, which I would be ok with if what was sold to me is what is being honored. She offered to pull the recording of the sales call and I said yes, I will definitely need it when I go to dispute this with my credit card company. I stayed on hold for 20 minutes then she returned to say they were having trouble pulling it and offered me a 50% refund and to keep the package. I said no, send me the recording when you can pull it. She refused but said they would give it to the credit card company when they contact them. They also refused to send a transcript of it. I just want a full refund, not 50%. Very dishonest sales tactics.

  

  Business Response

  Date: 07/30/2025

  *******, We have sent you a follow-up email confirming your resolution details. Our team is always happy to answer any questions you may have or provide additional assistance moving forward.
  If you need further support at any time, please reach out to our Resolutions Team at **************************************** so we can assist you promptly.

  Customer Answer

  Date: 07/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have issued a full refund as I had been repeatedly requesting. This resolution is satisfactory to me and I thank the BBB for their assitance!
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone call from a "**********" Agent explaining that I could purchase a trip to *************, ** for 2 nights and 3 day stay at "***************" - for the amazing price of $108.40 (which they also added they would throw in an additional night & an additional 2 night, 3 day stay anywhere in the US - all for the total price of $108.40.I asked if there was any catch - they said absolutely not, this is just a promo to get the word out about our company. So I purchased (and paid the $108.40 - see attached receipt).3 nights ago I attempted to book our reservation at *************** and there were "no dates available" when we wanted to go, so I booked 9/16 thru 9/20. I received an email from Booksi stating that our reservation wasn't confirmed or complete until I called and gave the confirmation number. The email I received also says there will be a security deposit and more booking fees (see email under this statement) - also was not told about any of this when purchasing (I already paid booking fees - see receipt).This is the email I received back after trying to book dates:Please call Booksi on ************ to confirm with your reservation code 1058773-1155655 Your reservation request is not 100% finalized until you speak with our team by phone. You are saving up to 83% with this offer. At time of booking there is a refundable security deposit and local hotel taxes/government collected that locks in your accommodations!I called 3 times - was on hold for more than 40 minutes each time. I finally received a call back from Booksi 2 days later at 7:30 am in the morning while I was on my way into work. The 1st question they asked me is when I wanted to book my 2 hour time-share sales pitch...I said what??? They then asked our combined ********** said - we're not buying a time-share, I'm not giving you our income and I'm requesting a full refund ASAP They hung up on me 3 different times.******** *******

  

  Business Response

  Date: 07/24/2025

  Thank you for taking the time to share your feedback. We sincerely apologize for any confusion or inconvenience you experienced during the booking process.
  Were pleased to confirm that this matter has been resolved, and a follow-up email has been sent to you with the details of the resolution. We understand how important clear communication is and appreciate your patience as our team worked to address your concerns.
  If you have any further questions or require additional assistance, please dont hesitate to contact us at ***************************************** Were happy to help and remain committed to ensuring a positive experience for all guests.

  Customer Answer

  Date: 07/24/2025

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

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by ****** ******** on July ******* about a travel package. I was very clear to ****** what I needed in order to commit to the transaction. I needed suites & 2 bedroom units. I was assured that this would be no problem with their inventory. I completed the transaction and received the travel guide. It became clear after reviewing the travel guide and contacting the reservations department that they are engaging in fraud. They have resorts listed in the travel guide that they do not offer. They do not have suites or 2 bedrooms available. I requested a refund within hours of purchasing and they refused to process it. I spoke to ***** numerous times and was told it was not refundable. This company engages in fraudulent business practices and should be shut down. I want a refund.

  

  Business Response

  Date: 07/25/2025

  ******,

  Thank you for your feedback and for allowing us the opportunity to connect with you directly.
  Weve reviewed your concerns and are glad to confirm that the matter has been fully resolved. Should you need anything further or have additional questions, our Resolutions Team is always available at ********************************************************************.
  We appreciate your time and communication.

  Customer Answer

  Date: 07/25/2025

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

• Initial Complaint

  Date:07/22/2025

  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.

  Have tried to contact several times in the last 2 months to be put on hold for *****************************************************I would like to cancel my subscription to them but can't get no one to take call.Please just need to cancel subscription.

  

  Business Response

  Date: 07/22/2025

  Thank you for your patience, and Im very sorry for the difficulty you had trying to get in touch with us. Long hold times and dropped calls are incredibly frustrating, and I truly regret that you had to go through that just to get help.
  Im glad we were able to speak directly and confirm that your subscription has been canceled as requested. Please know that your vacation package remains active, and when you're ready to plan your trip, you can contact us anytime at **************************************** well be happy to assist with booking.
  If theres anything else you need in the meantime, Im here to help. We appreciate you giving us the opportunity to make things right.

• Initial Complaint

  Date:07/21/2025

  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 was charged $124 by Monster Vacations group after explicitly saying don't "charge me $124" they charged me anyway. I asked for a refund and they refused. I also do not want them calling my number anymore. I did send an email to owner requesting a refund.

  

  Business Response

  Date: 07/22/2025

  Thank you for sharing your concerns. We understand the importance of clear communication, especially when it comes to billing and account preferences, and were sorry for any frustration you experienced.
  This matter has since been resolved, and your contact information has been added to our Do Not Call list to prevent any future outreach. We appreciate you bringing this to our attention and have ensured your preferences are fully updated in our system.
  If you have any further questions or need additional support, please feel free to reach out to us at ***************************************** Were here to help.

• Initial Complaint

  Date:07/21/2025

  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.

  Monster Reservations sent me and my family to ***** for three nights stay at the ***********. This was supposed to cost us resort fees, which totaled about $200 if we went to a timeshare presentation. When we got to the *****, they said our reservation had been canceled. I called monster reservations after hours line and was talking to them trying to figure this out for over two hours. This was memorial weekend. Everyone was gone. Everything was closed so I was told I would have to pay for that night out-of-pocket and I would be reimbursed when monster reservations figured this out with the ***********, and what had happened. So I was told I still had to go to the timeshare presentation and ended up paying $600 for one night at the ***********. I have yet to be reimbursed for the $600. I have multiple emails from monster reservations stringing me along telling me a check will be sent out a month ago two months ago three weeks ago so on and so forth. I would recommend not doing business with this company because you could show up at a vacation destination and have the same thing happen to you and your family. Imagine showing up across the country at some resort for a week and this ********** a single mom and absolutely do not have money like this. The only reason I used my credit card for that $600 for that night was because I was told they would they would reimburse me. I have attached the correspondence from monster reservations below to show how theyve been stringing me for months telling me theyre sending out a check.

  

  Business Response

  Date: 07/24/2025

  Thank you for sharing your experience, and Im truly sorry for everything you went through especially during a holiday weekend when you were just trying to enjoy time with your family. I can only imagine how frustrating and disappointing that must have felt.
  Weve fully resolved this issue on our end and sent an email with the relevant details, including the confirmation you requested. If for any reason you didnt receive that message or still have questions, please reach out to us directly at **************************************** and well make sure nothing is missed.
  I understand your trust was impacted, and I genuinely appreciate your patience while we worked through this. We're here to make sure you're taken care of.

• Initial Complaint

  Date:07/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people call us multiple times a day, every day, unsolicited. We need it to stop!Finally answered one of their calls and got sucked into a high-pressure sales call that wanted us to pay up-front for vacations but wouldn't give any written terms and conditions up-front. No thanks!Stop calling us!

  

  Business Response

  Date: 07/14/2025

  You have been added to our Do Not Contact list as requested. We consider this matter resolved and appreciate your communication. If you receive any further calls from us, please let us know at **************************************** so we can investigate.

• Initial Complaint

  Date:07/10/2025

  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.

  Purchased vacation package and attempted to book vacation to *******. Nothing available so we purchased via *******. Now this business calls me at least 8 times a day from various local numbers so I cant even block them. I have demanded to be removed from their call list but receive another call from a different number within minutes. This is called stalking and harassment!

  

  Business Response

  Date: 07/17/2025

  Thank you for sharing your concerns. We sincerely apologize for the inconvenience and frustration caused by the repeated phone calls. We understand how important it is to respect communication preferences, and we take this matter seriously.
  Your information has been added to our internal Do Not Call list to prevent any further contact. Weve also taken extra steps to ensure your number is suppressed across all outbound systems.
  If you have any additional concerns or need further assistance, please feel free to contact us at ***************************************** Were committed to making this right and appreciate the opportunity to address your concerns.

• Initial Complaint

  Date:07/09/2025

  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.

  We have been lied to and scammed through this company. Told us they would send us a hard copy of agreement and a book of vacation destinations but never did told they would resend it out and never did, turns out they don't even make a hard copy book (why lie about that) lied about hidden fees lied about time share presentation. Completely unreachable through phone. Been asked to be put on do not call list with salesman told they did but they didn't. Monster is a scam company that lies to make everything sound amazing but its far from it.

  

  Business Response

  Date: 07/21/2025

  Thank you for bringing your concerns to our attention. Were very sorry to hear that you feel misled and frustrated, and we appreciate the opportunity to address the matter.
  Our team has spoken with you directly and reviewed several vacation options that are available with your package. Weve also made multiple follow-up attempts in recent days to confirm a few remaining details and assist with moving forward.
  Regarding your request for a hard copy of the agreement and destination booklet while we do not offer printed booklets, we do provide a comprehensive digital welcome letter that includes all package terms, destination options, and booking instructions. This information was sent to the email address on file, and we are happy to resend it upon request.
  We take all Do Not Call requests seriously and are reviewing your record to ensure compliance across all outreach systems. If there was a delay or error in processing that request, we sincerely apologize.
  Please know we remain committed to assisting you. Should you wish to proceed, ask additional questions, or reconfirm your contact preferences, you are welcome to reach us directly at ********************************************************************.
  

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30, 2025, I received a call from a representative named ****** with Monster Reservations Group. He offered me a vacation package that included ten vacations, one of which was a cruise, one all-inclusive stay, and the remainder as standard 5-day, 4-night stays. I explained to him that I was planning a trip to ****** in 2026 with my daughter and specifically asked if I could use two of the vacation stays from the package at the same hotel, at the same time, for two rooms (one for me and one for my daughter) at the *********** in *******. ****** assured me that this was absolutely possible, and that the *********** was part of their available hotel list. He then transferred me to a closer named **** who confirmed the exact same details. On May 1, 2025, my daughter and I called back, spoke with another representative named ******. We asked the same questions again. ****** clearly stated to all our questions that the answer was yes. She directed us to Monster Reservations Groups website to confirm that Hyatt Place showed as an option of availability. Confident in what we had been told multiple times, I proceeded to purchase the package for $1,158. We were then transferred to Yvonnes closer, *******, who reconfirmed all the same points. Based on this entire experience, I believe Monster Reservations Group engages in misleading and unethical sales practices. I was explicitly and repeatedly misinformed by multiple representatives, both before and after purchasing the package. The key terms that were critical to my decision to buy this package have all proven to be inaccurate or untrue. Moreover, the lack of clear, written documentation and the ongoing contradictions between departments has made it impossible to trust that the company will deliver what was promised.For these reasons, I am formally requesting a full refund of the $1,158 I paid, due to false advertising, misrepresentation, and deceptive business practices.More detail is in attached letter.

  

  Business Response

  Date: 07/21/2025

  Thank you for taking the time to share your concerns in detail. We understand that clarity and accuracy during the purchase process are extremely important, and were sorry to hear that aspects of your experience have felt confusing or inconsistent.
  Our team has spoken with you directly to review the details of your vacation package and to offer alternative options that would allow you to make full use of the travel benefits available. Your vacation package remains active, and we are committed to helping you explore destinations that align with your travel goals. We recognize that destination preferences such as ****** and specific properties like the *********** in ******* were important to your decision. While availability at certain properties can vary depending on travel dates, we are committed to helping you explore the best available options that align with your original travel goals.
  We also remain available to assist with any follow-up questions, including clarification of package inclusions, destinations, and how to move forward with booking. Please dont hesitate to reach out to us at **************************************** if we can be of further assistance.
  We appreciate the opportunity to address your concerns and remain dedicated to providing helpful, transparent service throughout your travel planning experience.

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23570236
  
  I am rejecting this response because:  I was lied to with the same lies by 4 different people which is fraud.  I was told that they do not do the selling of the product so what is promised is not recorded.  I read on the reviews of the BBB site many others that were lied to as well and stated there is never availability.   We would not have purchased the product if they had not promised we could use 2 at the same time at the same place which now they state we can't because it's bundling which was never address in the sales presentation.  Just the opposite we were told we could use 2 of the trips at the same time, place and dates.  ****** stated she deals with this complaint all the time.  A reputable company would not accept fraud as their selling technics.  I just want my money back and to be through working with this company.  They have comitted fraud whether it was promised by them personally or the company they contract to sell their packages.  Ultimately it comes back to this company and their practices.

  Thank you for your help in this matter.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/23/2025

  Thank you for your continued feedback. We understand that trust is essential when making a vacation purchase, and we are sorry to hear that you feel the experience did not meet your expectations.
  We have spoken with you directly and appreciate the opportunity to discuss the details of your account. Your concerns regarding package usage and availability have been noted and addressed, and the matter has been resolved.
  We take guest feedback seriously and continuously review our communication practices to ensure clarity across all departments. Our goal is to provide accurate information and a positive travel experience for all guests.
  If you have any remaining questions or need further clarification, our Resolutions Team remains available and happy to assist at *****************************************

  Customer Answer

  Date: 07/26/2025

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