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:07/24/2025

  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:07/14/2025

  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,
  
  ******* ******

• Initial Complaint

  Date:07/08/2025

  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.

  Company is a total scam, cant book your vacation for months limited options that cost extra! I want my money back immediately!

  

  Business Response

  Date: 07/17/2025

  Thank you for taking the time to share your feedback. Were sorry to hear that your experience did not meet expectations initially, and we appreciate the opportunity to address your concerns.
  Were pleased to confirm that this matter has since been fully resolved. Should you need any additional assistance or have further questions, our team is always available to help.
  Please feel free to reach out to us at **************************************** if there's anything else we can do for you.

• 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.

  I was called by Monster Reservations group saying they were giving me a chance to upgrade my package that I had purchased previously and was not able to get my money back.. I had made the purchased and tried to get my money back as soon as I talked to my husband looked up the company on the Web and saw all the dissatisfied remarks by people like me. I did not get my money back so I considered it a ****** learned, but. I obviously did not learn because they called me back July 2nd, 2025 and got me for ******. I am such credit card idiot I guess. I am disputing that charge because I no longer have that card my husband took it away from me, They used it anyway, after the card I did have was denied when they tried it 3 times.. I thought they were not supposed to be able to us a previous card without me giving them the number again. These guys are so, so crooked..

  

  Business Response

  Date: 07/14/2025

  Your account has been fully closed out as requested. We appreciate the opportunity to address your concerns and are here if you need any further assistance.

• Initial Complaint

  Date:07/07/2025

  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.

  March 11, 2025, a representative from Monster called husband(**** ******) selling a vacation package. When asked for details, representative said that they are just hoping we will enjoy it, and keep returning. $399 was paid for the package with an understanding that was all we needed to pay and we just needed to book the trips w/ zero mention of timeshare presentations.When booking the first trip, it was disclosed that we needed to sit through a timeshare presentation on ONLY the first trip and we needed to pay an additional 11% fee and $150 refundable white glove fee but was informed that was it and the white glove fee will be returned. This was not true. Monster is keeping this 150 fee and saying its refundable because the ********* company pays the 150 as a gift after the completed presentation. Before first trip, I called Monster 2 more times for clarification on timeshare presentation. The first call I was told that we only need to sit through the presentation on the first trip. The remaining trips we dont have to. The second time I called w/ another clarification question, I was then told that we have to sit through some presentations not just the first. Today I called for clarification about paying extra money each future trip and thats when I was informed that we need to pay more money at each booking like we did on the first and that we need to sit through timeshare presentations on EACH trip. I asked for a copy of the recorded conversations and was told they were not allowed to provide it to me. I said they actually told me when they asked for permission to record that it was for their protection and mine. The representative still refused to provide it and only issued $100 of the $399 original fee after telling them we are done booking. I can give more details to support the fraud of this company w/ unethical and illegal practices of lying about their product. We are looking for accountability and full return on money from company.

  

  Business Response

  Date: 07/14/2025

  Your package has been cancelled, and your number has been added to our Do Not Contact list as requested. We consider this matter resolved and remain available if you need any further assistance.

• Initial Complaint

  Date:07/07/2025

  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.

  On 9/18/24 i was sold a package through monster called MST - Double The Destination for $848.00, i was told i had to do an initial trip to go to a presentation, then afterward i could start booking my trip for *****, my cruise, & the other all inclusive trips, but upon attending the presentation i was told that monster was just a referral agency for them & any packages wouldnt able to be used unless i bought a yearly plan through them, i was also told that italy was never one of the destination options which was the main reason i even purchased the package.

  

  Business Response

  Date: 07/17/2025

  Thank you for bringing this to our attention. We are truly sorry for any confusion or frustration you experienced regarding your vacation package and destination options.
  We understand that traveling to ***** was one of the main reasons you purchased the *** Double The Destination package, and its important to us that we work toward fulfilling your expectations. While ***** is not part of our standard package destinations, we do offer Italy through our Monster Weeks (MW) program, which weve since discussed with you over the phone. Following our conversation, we also emailed you specific options available for travel to *****, and we are currently working with you to finalize your booking.
  We appreciate your patience as we assist you in securing the vacation experience you were looking forward to. If there is anything else you need in the meantime, please dont hesitate to reach out to our Resolutions Team at ********************************************************************.
  Our goal is always to provide clarity and support, and we remain committed to ensuring youre taken care of every step of the way.