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:07/08/2025

  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.

• Initial Complaint

  Date:07/01/2025

  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.

  Purchased 12/3/24, paid $797.00 Business committed to providing multiple vacations up to for 7 days 6 nights, with locations all over the world. You may have to pay some resort fees/taxes Misleading information provided by the sales team When I tried to book, locations are very limited and they will charge a lot more fees. They say the only thing waived is the room booking fee. They add extra charges such as cleaning fees. When I asked for a refund, they refuse. They record you saying you understand that the charge is non-refundable. I agreed but, clearly stated that only if there were no other fees added besides the taxes and resort fees. They will not refund me. This company is a huge scam, don't be fooled like I was.

  

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond. We take all guest concerns seriously and are committed to resolving them in a professional and timely manner.
  We have made multiple outreach attempts to connect with you to clarify your concerns and assist further, but unfortunately have not been able to reach you.
  That said, we understand you feels disappointed, and we are more than willing to speak with you directly to go over the options. To move forward, we respectfully request if you may email us your availability at **************************************** so we can set up a call to discuss your concerns and review the package in full. Or you may call us at ************
  Our intention is not to cause frustration but to work toward a fair and amicable resolution. We are still happy to assist and hope to speak with you soon.

• Initial Complaint

  Date:06/27/2025

  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.

  Was contacted by Monster Reservations through Trade Show Travel. They evidently work together. I was contacted to do a (what I thought was an amenities walkthrough) for Trade Show Travel. I was promised no time share seminar. I then find out I have to attend a 120 minute seminar! I was told by the lady that we would be staying at a Mainstays resort with indoor pool, outdoor pool, and hot tub. I got the address from her and find out it is a Mainstays Suites in **********. I called them and they only have a small indoor pool. I called to complain and was put on hold for an extended time to talk to a customer service rep. ** call was never picked up. Everything from these companies has been lies. I am going to dispute the charges on my credit card also.

  

  Business Response

  Date: 07/14/2025

  We spoke with you and can confirm that your package has been fully refunded. We appreciate the opportunity to resolve this matter and are here if you need any further assistance.

• Initial Complaint

  Date:06/25/2025

  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.

  In May 2024, I paid $225, for 4 nights at hotel ***************** i have 18 months to book dates. Can't book, cant reach them by phone, no refund offer, nothing. It also include $100 restaurant certificate. I've been trying to book this vacation for a month now and im not pleased that i can't contact no one, refund please or i would like to proceed with booking my vacation

  

  Business Response

  Date: 07/14/2025

  Weve been trying to reach you, but your voicemail inbox is full, so we were unable to leave a message. We have sent you an email from **************************************** and kindly ask that you reach out at your earliest convenience so we can help get this matter resolved. Were here to assist you.

• Initial Complaint

  Date:06/25/2025

  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.

  I was sold a vacation package for 997$(6/24/2025 @ 4:22PM). I was very clear in the phone call the only destinations that would interest me would be a skiing destination to ********. I was informed this would not be an issue. I was promised there would be no issue with availability to Beaver Creak Colorado. I was promised I would be able to book this vacation in the morning. I was also promised that the only thing I would have to pay additionally would be taxes of between 10-20$ per day. I understood that I would need to attend a presentation. When i called later in the evening(8:04pm) to book the trip, I was informed that there would be significant additional charges, and that they could not book that far in advance. I informed them that this is not was I was promised. I also called back in the morning(6/25/2025 @ 0918) and was told the same thing. They did offer me 120$ off the package price for the "inconvenience" of not being able to book the trip as promised. I told them that this was not acceptable to me. I either expected to be able to book the trip now for the amount promised(taxes of 10-20$ per day to be paid to the resort on arrival) or I expected a refund due to them misrepresenting the vacation package. I was told this was not possible.

  

  Business Response

  Date: 07/14/2025

  Weve been trying to reach you but have been unsuccessful so far. Could you please reach out to us at your earliest convenience so we can work together to get this matter resolved? Were here to help.

• Initial Complaint

  Date:06/24/2025

  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 responded to a text I received stating I could book a destination hotel. I submitted the payment and went to the booking site. I was prompted to call a number where they attempted to up-sale another vacation. After ending that call it says you confirmation is complete. You continue with the booking and get to hotel dates. Of course the hotel they sold you on is not available for those dates although they are green on the calendar. So you choose a different hotel. You choose your dates and once again you have to call because your dates arent finalized. So I call, they are phishing for more information about income. Now those dates arent available either because they work directly with a developer for the dates and they arent guaranteed. I have these dates from July *****, oh sorry someone just booked them.Its giving scam

  

  Business Response

  Date: 07/14/2025

  Weve been trying to reach you but have been unsuccessful so far. Could you please reach out to us at your earliest convenience so we can work together to get this matter resolved? Were here to help.