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.

close

Find a Location

Monster Reservations Group, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/15/24 i called the group for offer to cancun mexico i paid ****** and then i was told i had 18 months to book my dates. The lies about all inclusive and actually mentioning the mini bar and room service not included. in the terms and conditions. So i called to book my dates and i was told that i had to pay taxes and resort fees in addition to the *** i paid.so then I paid additional $449.66 on may 04,2024. Then i cancelled everything because of the lies and other things such as oh u dont qualify for this promotion because u r not employed full time. I filed a complaint and then some developer called me and said it was too late to give me a refund for my march 2024 payment ...and that he will refund my 05/04/24 pmt of ******. when I asked how long will it take he said u have had a refund before it will take a week . I have yet to receive my refund. I dont trust this company. its total rip off and lies. please take this company out of *** for business

  

  Business Response

  Date: 06/04/2024

  We have reached out to Mr. Holiat by phone and email twice, and have also sent the refund receipts for the $448.83. We would love the opportunity to speak with Mr. ****** to verify that he received the receipt from our merchant for the refund, and also work with his bank to ensure that he received it. We do have beautiful all inclusive resorts to book Mr. ****** to, and apologize for the frustration. We would like to add on an additional vacation to his package as an apology for the inconvenience. 

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a vacation package in March 2022 for 5 vacations for 500$. Was told I had 4 years to use the package and complete all the vacations. I haven't used not one of the vacations that they have offered me due to the unavailability of the dates being available, and cost of extra fees. The person that sold me the package insisted that I will be able to take my first vacation locally in ***************. Called the company to book the vacation and they told me I can only go to *****, *******, and ******** for my first vacation. Never was told that when I bought the package. In tried to book a trip and was charged an extra 300$ for one trip for resort and booking fees and then you get charged taxes once you are supposed to check into the hotel. This company is a scam I highly recommend you don't buy this package you are better off saving more money booking yourself. I have requested a refund for the whole package numerous times and they won't issue me one. Reservation id is ******.

  

  Business Response

  Date: 05/31/2024

  We are still attempting to reach ************** by phone and email to discuss his complaint. We have reached out four times since 5/29/24 and look forward to the opportunity to connect. ************** purchased the package in 2022, and we have been able to offer the Wisconsin Dells in both our shorter tour inventory and longer 8 day bonus inventory. On May 11, 2024 we reached out from our activations department that only offers a few destinations at a time to offer one of our premiere destinations and booked ************** to ******, Tx. We collected the refundable deposit that would be returned on vacation, as well as the optional travel insurance. The only taxes that would be due at check in was $89.76, listed on his confirmation email, as well as a $72 parking fee if he wanted to utilize the parking, very competitive for that area. We tried on four separate days to reach out to confirm his dates, and he did not respond. It does look like he cancelled the trip and filed a dispute with his credit card.

  We look forward to speaking more about his experience with Monster so that we can clear up any confusion and address any misinformation on our team, as our guest service department can book every destination that we offer. We would love the opportunity to go ahead and book ************** on an 8 day stay to the Wisconsin Dells, and would be happy to also make sure his package is open for a lifetime, to ensure he can enjoy all of his vacations.

• Initial Complaint

  Date:05/14/2024

  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.

  IT'S A COMPLETE SCAM! I purchased the package for $1198 on 08/11/2023, and booked my first vacation with them. They promised a place with two bedrooms and a kitchen, we confirmed it with them because we have allergies due to which it is risky for our health to eat in restaurants. When we arrived, there were two beds, not bedrooms, and no kitchen! That's for 3 adults and two little children! We could not stay there, and had to leave. They refused to refund us saying that we can get the refund only within 3 days of purchasing the package. So we tried booking a different trip with them today, and they are saying we owe them $550 for not attending their presentation during that trip before we can book any additional packages! We explained that we could not attend because we could not stay in the hotel, but they do not care. We are not going to pay them even more, especially since we have doubts about the quality of any other trips we'd book, as they already charged us too much and delivered too little! We want a full refund!

  

  Business Response

  Date: 05/28/2024

  On 11.16.23 we booked the guest and sent them a confirmation for a standard unit that sleeps 3adults/1child. On 12.10.23, the guests confirmed with a signature on our online app the details of a standard hotel room. There were no call records in our system from the time of travel. We do know that condos are discussed as options we offer on sales calls, which may account for some confusion. Since then, we have been in communication with the guests and are attempting to resolve and assist them in continued travels. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21709937
  
  I am rejecting this response because:

  The resolution is in progress, but the issue has not yet been resolved. I will withdraw the complaint or accept the resolution as soon as the issue is resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $299 a year ago and was told there was no blackout dates. The reason I bought the package was for a vacation during my time off which is the week after Christmas. I have spent a year with multiple efforts to try to book a vacation during that time that I have off. They always say that it is not a blackout its availability, but the whole time Im trying to book it its blacked out. It was promoted as a vacation to **** any time of the year. And that is not the case they will not refund my money I have tried everything possible to get a refund.

  

  Business Response

  Date: 05/24/2024

  We have spoken with ****************** and have resolved the complaint by opening his package up for a lifetime, opening him up to every destination we offer, and adding two additional trips. We look forward to getting him out on vacation! 

• Initial Complaint

  Date:05/13/2024

  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 offered vacations on a call on January 30, 2024. The price was $549 with a travel protection feature. The billing shows Trade *************** Due to health limitations I told him that we are unable to make several travels, but had a bucket list vacation to ****, ****** and ******. We were sent to a website with several destinations and resorts that are available once we join and call their number. The package includes more tha 27 days, with several all inclusive options, domestic and international destinations. It stated that dates requested inside of 90 days are based on space available and are first come, first serve. To set dates of travel call a ************* Specialists from Monster travel at **************. The email from Monsterrg.com states just call the number to book your vacation and pack your bags for your vacation. So I chose to go to **** and ****** and found good flight prices and times. When I called and asked about booking at those destination and resort over 3 months in advance for September, I was told that those oversees trips are not part of the promotional locations and I will have to pay a special reduced price which was quoted well over $1000. I was told that only the domestic, ******, ****************** and ***** locations are covered by the promotional 27 days trip. This is false advertising!!! Second they stated that when I go to a local destinations I will have to listen to a travel presentation at that destination. Third of all I was only offered no locations or destinations available in ******. I asked is there going to be anymore surprises or costs. No answer! I want refund.

  

  Business Response

  Date: 05/26/2024

  We were able to speak with Mr. ******* and offer him the three weeks of vacation, with the accommodations covered. The only price he would be responsible for was any cleaning fees and resort fees and taxes for the 8 day 7 night stay. We have attempted to reach him three times by phone and email since that conversation to discuss additional options and have been unable to reach him. Is there a good time that we could connect to get this resolved?

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21699045
  
  I am rejecting this response because:
  The offer was not at any of the originally promised nominal cleaning and taxes rate. The cleaning fee for each locations offered was over $1000, for 3-4 nights at 3 separate locations, for a total of over $3000 for a 10 nights which is not nominal. I asked for a refund of my $549 with false advertisement back. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/31/2024

  We have continued to attempt to reach Mr. ******* by phone and email and have been unable to set up a time to discuss options to assist with booking his destinations and offset additional money he was not aware of. Because we were unable to connect we have processed a refund of $549.

  Customer Answer

  Date: 06/07/2024

   
  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:05/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monster Vacations contacted me about a prior purchase that I made during Covid-Pandemic period in 2020. I paid the amount required for travel later in time when all restrictions, etc. were lifted. I received a call April 18th, 2024 asking about fulfilling my trip this year as the terms were supposedly expiring soon? I had already set up a trip in June of 2024 for a destination that would satisfy one of their locations for a presentation.I was told that the location I picked was one of their destinations and asked that I be scheduled for the presentation. Location was ********* ** @ the ***************************I was told I had to pay and extra ****** and I gave them my CC info for this additional charge.I was told that this was on a recorded line and I agreed to the ************************** in June of 2024. I made reference to the Flamingo multiple times during the recording as I was told in the past that Flamingo was not included in the the presentation. The lady I was recorded talking with assured me multiple times that it was at the ***************. I was satisfied with it being on a recorded line.I got a confirmation Email the following day, April 19th 2024. The email stated Monster vacations reservation at **************, ************. Which is not what I agreed to. Upon calling they said I could dispute this with my CC company but would lose because they have a recording of me agreeing to the fees. "Which the agreement was for the Flamingo." I only agreed to the Flamingo because I already had the trip booked for that time frame with friends and family and paid on my own, making it easier and convenient. They pulled a true "bait and switch." and will not refund my money. Even today 05-09-2024 they refuse to refund my money.

  

  Business Response

  Date: 05/10/2024

  Good morning,

  We issued a full refund of $298 on 5/9/24, thank you! 

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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 have sent several e-mails to the company, they have not replied to the last one where I requested that they credit my credit card for the $550.00. The e-mails were dated April 26 to the 27th. They charged us $550 because we did not attended a time share meeting. We were never informed that we would be charged this fee if we did not attend. We were at the resort April 16th to the 19th. My wife sent them an e-mail explaining that we did not know about the charge. They replied back stating that a confirmation e-mail that has the terms and conditions with the fee stated was sent. We were never sent this confirmation e-mail. When asked them to send the original confirmation e-mail that they allegedly sent, they then changed their response and said it sent by text, which we also never received. Their first reply to our inquiry said that they sent a confirmation e-mail. Since they can't produce that they try and say they sent a text.

  

  Business Response

  Date: 05/22/2024

  We have reached out attempting to make contact to resolve the complaint and have been unable to reach **************. Is there a different phone number or email address associate with their reservation that we can reach out to? We look forward to the opportunity to speak about a resolution. 

  Customer Answer

  Date: 05/24/2024

   
  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.

  This has been resolved. The business has credited my account.  Thank You
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/07/2024

  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.

  It is embarassing to admit that despite our efforts to read all the details, we fell victim to Monster Reservations scam and were bullied into providing our credit card information in order to proceed with their offer.I am requesting a cancellation or refund of $224.43 purchase madeto Monster Reservations from my Barclays MasterCard dated March 26, 2024.I spoke on the phone with ***************************** from Monster Reservations on May 3; 2024. I told her I just received my Barclays MasterCard statement on April 30, 2024 and became aware of this unauthorized purchase. The transaction was cancelled at the same time reservations had originally been made and cancelled during the same phone call on March 28, 2024.According to **************** and the position of Monster Rervations A Travel Package for $224.43 was purchased by us during the phone call. AND When we said to cancel, cancel everything, **************** said that yes the agent did cancel the hotel reservations. NO mention of a travel package or the need to request a REFUND of the Travel Package was ever discussed, nor did they clarify what was and was not cancelled.****************** informed the charges were not refundable and could not be refunded now due to terms and conditions that state NO refund after 30 days. I informed her that I was sitting next to my wife when she told the agent to cancel, cancel everrything. We did not ask for a refund because we had not authoirized any charges.We areonly requesting the money be returned in the amount of $224.43 Monster Reservations can call it a cancellation transactionor refund. The semantics dontmatter to us as long asthe funds are returned.Monster Reservations ************ **************

  

  Business Response

  Date: 05/14/2024

  We spoke with the guest and refunded $224.43 to resolve their complaint. 

  Customer Answer

  Date: 05/14/2024

   
  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:05/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has come to my attention that the vacation reservation I made on 5/2 requires a full refund. During the reservation process, I had asked the representative on a recorded line several times if the property was directly on the ocean, and I was assured that it was. Additionally, the representative had informed me that I would be charged $274, of which $150 would be refunded upon arrival. However, after the credit card transaction was completed, I was charged $298.66, and when I inquired about the difference, I was informed that it was a fee. Unfortunately, this information was not disclosed to me beforehand.Upon receiving my reservation confirmation, I discovered that the property in question, Four Points by ********************* at ************************, is located 5 minutes away from the ocean, which is not the oceanfront property I had been promised. I feel that I have been deceived, and I consider this to be an unacceptable and unethical business practice. My expectation is to receive a full refund immediately.I am confident that your company shares my concern for transparency and honesty in all business transactions. Therefore, I hope that you will work with me to resolve this issue promptly and amicably. Thank you for your attention to this matter.

  

  Business Response

  Date: 05/11/2024

  We have spoken to ************** and now have her booked at an ocean front property and have ensured her trip is still protected. We appreciate the opportunity to make this right for **************. 

• Initial Complaint

  Date:04/30/2024

  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.

  Transaction was for a hotel reservation (,turned into time share visit) unbenounced to us on Jan 2nd.Good for travel for 1 year.Deceived as was said to be fully refundable,(was not).Could be used anytime through 2024.Then asked for additional money on top of the $228.85 we are seeking back.Wanted to run personal credit check Wanted personal info,income,etc.None disclosed up front,sent,mailed,etc after paid.Last week tried to book a 4 night hotel (which was offer) told it was three night, but then agreed sure it was four night.Told me they sent a link where all this was disclosed mnstr.cc/u10poOK which does not work.

  

  Business Response

  Date: 05/11/2024

  We spoke to ******************** and have issued a full refund to resolve this matter. 

  Customer Answer

  Date: 05/13/2024

   
  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,pending disputed amount clears my bank.
  
  Sincerely,
  
  ***************************