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:12/27/2023

  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.

  March of 2023, I was offered a package of 12 vacations, each 3, 4, or 5 nights in length including all inclusive resorts and cruises. I paid &******* for this package. On the first vacation I needed to attend a 90 min presentation. I accepted those terms.On 12/20/23, I was contacted by ***** (sales) to upgrade my pkg to 14 vacations with , VIP service, luxury accommodations, cruises and all inclusive vacations now up to 8 days and 7 nights for each vacation, being picked up at the airport and taken to the resort, and in lieu of the 90 min presentation, I just needed to take a tour of the resort. The cost was $3500 reduced to $2749 + $100 (taxes?) ***** told me it covered the resort fees, which were $300 to $500 per vacation (which I was not aware I was going to have to pay for the original package). At an average price of $400 X 14 vacations = $5600 and I agreed to the deal the way she described all the perks and the agreement that all of the vacations could be 8 day, 7 night all inclusive or cruises with a balcony cabin and she said yes I could do that. She sent me to the Verification team who took my credit card info and stated I was getting 14 vacations and that all information would be in the email I would get. The email stated 4 night cruises. I immediately called the phone number I was given and was told by ********** was eligible for the 7 night cruises, but not till Jan 1, he sent me an email and said I should call in the morning and talk to ***** about other details. In the morning ******* (booking agent) told me I cannot talk to sales and they were not allowed to give me sale's phone # ??. ******* said I would still have to pay the resort fees of $300-$500 per vacation, there would be no transportation to the resort, etc. Everything ***** said I would get was a lie, so the extra $2849 was really for just 2 additional vacations. The only recorded conversation she said she could hear was that I agreed to 14 ****, she did agree to refund $1000.

  

  Business Response

  Date: 01/11/2024

  We have tried to reach ************** on multiple occasions, she advised us she was unable to stay on the line to speak with us at the moment and we have not been able to make contact with her after that. We would like the opportunity to speak with her and work towards a resolution. 

• Initial Complaint

  Date:12/20/2023

  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 bought a package that was supposed to be 9 vacations. They called me VERY often trying to get me to do the first trip which is the one where it's a time share presentation. I finally booked it, they charged me an additional $271.41 to book of which I was supposed to get $150.00 Master card at the end of my tour. These other trips don't have an expiration date. Well we booked, I even had my conformation number, all set and ready to go! They said they tried to contact me to confirm and couldn't get in touch with me......so they cancelled my trip. They said they called several times, well I don't answer the phone if I don't know the number, there was never a voice mail or email until a couple days before we were to leave. I got an email telling me it was cancelled. I was booked at Wyndham, now they said it was full and they would have to put me somewhere else. It looked bad on line but turned out okay. We went on the tour and ******* told us they were not even close to full. I was not informed that the trip was on until I kept calling! The day before I pressed them for an answer and they had us booked. Our tour was 8 days ago and I have not received the $150.00 master card as of yet! I feel like they **** you in and then charge extra, who knows what will happen when and if I try and book another trip.

  

  Business Response

  Date: 01/11/2024

  We have spoken with ***************** and provided her with the contact number to reach in regards to her refundable deposit to be resent to her. We believe we have been able to resolve *****************' concerns. 

• Initial Complaint

  Date:12/20/2023

  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 got an unsolicited from this company where they sold me a vacation package. They charged my $499 for the package and they said that I will not be asked for any money at the time of booking, except resort fee and taxes. I specifically asked them how much are resort fee and taxes. They said they don't know the exact amount but it's between $15-20 a night. When I tried booking my first vacation they asked my for an additional $99 for ability to change dates plus $150 refundable deposit plus fees and taxes. I questioned this and they said:- $99 white glove fee is only for first trip and will never be charged again. This is charged as there's a presentation associated with the first trip. When I went to book my second trip they asked me for another $422 of which they said $99 is white globe fee(again), $288 are resort fee and rest is taxes. I told them that I was told the taxes plus fee will be $15-20 per night and they said that person who sold me the package misinformed me and they cannot do anything about this. I would like a full refund of my $499 as I am not willing to pay them hundreds of dollars more for every trip. They have no formal way to file a complaint or escalate so I told them I'll file a complaint with BBB.

  

  Business Response

  Date: 01/11/2024

  We have spoken with ******************** and provided some clarification for the questions and concerns she had about her package. We sent a follow up email to her after our conversation. We believe we have been able to resolve this matter satisfactorily. 

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21026142
  
  I am rejecting this response because: a representative called from the company but we were not able to talk. They were supposed to call the next morning but I have never received any calls since then and no clarification has been provided. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/26/2024

  We have spoken with ********************* and have discussed possible travel options. She is interested in setting dates and informed us we would like to discuss the dates/destination we talked about with her husband. We hope to help ********************* book her reservation in the near future. 

• Initial Complaint

  Date:12/19/2023

  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 spent 30 minutes on the phone listening and verifying reservation rules, including threats of being charged ****** if I cancel and/or do not attend the presentation session. I was told to wait until I received a confirmation email before firming up my vacation plans. I received the confirmation email. I received a phone call 2 days before my departure advising me that Monster had cancelled my reservations. I was advised that it was because I did not confirm. I did confirm when I paid. I received the confirmation email. Upon reviewing my spam mail I found an email sent to me on the Friday 11/17 saying my reservation had been cancelled. That was 6 days prior to my planned trip. If I had gotten the email in my regular in box and had happened to read it that same day, it was still too late for me to make any reasonable alternate reservations. This cancellation destroyed my plans to spend the Thanksgiving holiday with my daughter. At a minimum, I would expect Monster to pay me the ****** they were going to charge me as well as reimburse the money they charged to my credit card.

  

  Business Response

  Date: 12/27/2023

  We have reached out to ************ via phone but have been unsuccessful in contacting her. We will continue our efforts to reach her so we can discuss a resolution. 

• Initial Complaint

  Date:12/19/2023

  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.

  In 2020 I purchased a Monster Travel membership. The membership was suppose to provide me with some free travel. On or about 11/27/23 I booked a January 16, **** trip to ********. I had to pay a refundable $150.00 deposit, $150.00 for an extra night, $99 for the right to cancel and reschedule the trip one time and taxes totaling $433.82 on that day. I told the reservationist I required a room with two twin beds and needed to know the hotel name so I could check it out online as we spoke. The hotel name she gave me was ******************************* and she confirmed it would have two beds. The hotel she identified was acceptable. At no time did she identify other potential hotels or that room accommodations may not meet our requirement of two beds. I 12/15/2023 I discovered the hotel had changed and the two bed requirement wasn't met. I called four times trying to speak to someone that could help me. On the 4th call someone offered to help but despite their assurances that the problem would be corrected I requested my money back several times to no avail.

  

  Business Response

  Date: 12/21/2023

  We have spoken with ****************** and provided more clarification on his vacation package. We believe we have been able to resolve this matter through our conversation and look forward to helping ****************** book his next vacation.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21023668
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/18/2023

  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 originally purchased a vacation package through them thinking it was through my timeshare. I was not able to use my vacations since it was peak Covid, so they were nice enough to extend it. Last year I got a call from them saying how lucky I was and they were going to add more vacation days and locations.... kept me on the phone for a lengthy amount of time, only for it to end up being a sales call that I fell for. Fine. However its impossible to book these vacations. I've attempted many times, they try to upsell you more and are unable to book any dates requested. Another thing, theres no log in for customers, no information as to what your customer history is, ex purchase history/date. I received ANOTHER call the other day, i was transferred without knowledge to a supervisor, who just rambled on and then talked about collecting a payment. I let him know he would not be getting any money from me, and i wanted them to email me receipts, he hung up on me. A couple days later i get another call, he says hes not selling anything just wanted to see if he could help me book a trip. When I asked him to email me a copy of past payments, he agreed and never sent. Today I decided to give it another shot an book a simple trip to ***********. Not shocking, wasnt able to book, but its rather a request, and I got a sales call almost immediately trying to get more money. I am a hard working single female and I demand a FULL refund. I'm sick of chasing you frrauds.

  

  Business Response

  Date: 12/21/2023

  We have spoken with **************** and provided some clarification on her vacation package. We have placed her on our internal DNC list per her request during our conversation. **************** still has her vacation package with us. We believe we have been able to resolve this matter and look forward to helping **************** book her next vacation when she is ready.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21009850
  
  I am rejecting this response because:
  I was spoken to, and informed that I would no longer be harassed by their sales department, however nothing was mentioned about a refund, and I was informed I will still need to pay money to book vacation, however it is "refunded" 
  I just want my money back there's no point in having to "REQUEST" vacation days and potentially have them denied or whatever. I do not have flexible time, and had all this been crytal clear with the sales department I never would have purchased.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/11/2024

  We have tried to contact **************** multiple times but have been unsuccessful in reaching her. We hope to speak with her soon, we would like to discuss a resolution. 

• Initial Complaint

  Date:12/12/2023

  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.

  Monster Reservations is engaged in fraudulent practices. I purchased a vacation package from them for $449 that was supposed to have no expiration date ever and would include at least four multi-day vacations, including one All-Inclusive. The package description I was sent described no other charges. Over Thanksgiving, I went on the first vacation, after which multiple additional vacation options should have become available to me at no further cost. I received an email last week stating that 1) I would have to pay $49 to activate the remainder of the package, 2) I would have to pay at least $349 in fees for each future vacation and that rate might be higher because there are floating rates that vary by destination, season, and unit type; 3) I have only 30 days to activate the offer which will be valid for only 18 months. These three conditions violate the original terms of the package. I talked with Monster Reservations today and stated that I must have been sent an incorrect followup to my vacation package because of these changes from the original package. *****, with whom I talked, stated that the $449 was ONLY for the first vacation. She further confirmed that the statements in the email I received, which I have described above, are accurate. In addition, I will be required to pay $99 for travel insurance for each vacation. IN sum, the email I received is a complete misrepresentation of the terms of the package I purchased. I have the paperwork Monster Reservations sent me at the time of purchase which states that the trips add up to more than 27 days of travel and include all-inclusive options, condos, cruises, and domestic as well as international destinations. Monster Reservations is involved in fraudulent activity by changing the terms of the package after my purchase. Because I received only one of the promised vacations for which I paid $449, I believe I should be refunded $336, which would be 25% of the original package.

  

  Business Response

  Date: 12/15/2023

  We have spoken to ****************** and provided her with more information regarding the vacation she was inquiring about. We have provided this information to her in writing and believe we have been able to resolve this matter. We look forward to helping ****************** set up her next vacation when she is ready. 

  Customer Answer

  Date: 01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am accepting their response because it is clear that they are not budging from their position. .

  They had promised that if I paid $449 I would get 27 days of travel to a variety of destinations.  Now they say that the $449 covers the accommodations but not the extra $367 fee for each location.  They sent me an email after the conversation prompted by my BBB complaint promising that, unlike the new contract, which states that the fee is a minimum of $367 and can go higher at the discretion of the vacation site, I will never be charged more than $367.  Well, they have proved themselves untrustworthy with their initial offer and I have no intention of traveling to a destination, walking up to checkin, and being told I owe $1000.  Their email promising no more than $367 would be no more reliable at that time than any of their other correspondence, on my take. 

  I learned my ****** in accepting a contract from them that was vague.  I had thought on their initial contact that the offer was from Hilton, with which I do own a timeshare and which regularly gives me free trips in exchange for a portfolio review.  ****** tells me that I am not the only one to have been misled. Others have been led to believe when Monster Reservations has called that Hilton was calling. But Monster Reservations is nothing like Hilton.  ****** has been absolutely trustworthy with arrangements made over the phone. Free with them is free.  There are no fees that pop up.
  

  I will look for places to post warnings to others about Monster Reservations and consider this a "****** learned" in deceptive business practices. Thank you for your efforts on my behalf to hold them accountable.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 vacation packages with Monster Reservations Group, you may reference the receipts attached. I have used a portion of one package yet have not been able to use the other package at all due to their lack of communication and answering their request forms. There was also mis-information given by them in regards to these packages and their terms of use. I am told I am unable to book 2 domestics trips in the same year, I have been told to look at their website for current location options but then requested 2 of those options to be told they don't have resorts in those locations. I have made a complaint regarding one of their vacation locations and was given a dedicated email address for me to use my packages, have now emailed them 3 times with no response. I request a full refund of the $479 unused vacation package due to the ability to use and their lack of responses/customer service issues. Since I did use a portion of the other package which I paid $449 for, I would forfeit that amount to settle this matter. I wish to be done with this hassle and repayment.

  

  Business Response

  Date: 12/19/2023

  We have contacted ************, at the time we reached out she expressed interest in booking a vacation but was unable to speak at length with us. We provided a direct contact for her to reach out to us when she is ready to set her travel dates. We believe we have resolved this matter and look forward to assisting ************ with booking her next vacation.

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20989422
  
  I am rejecting this response because I still want a refund for the unused package. I have had someone give me their direct contact before and then they did not answer so I dont fully trust that. The unused package refund is still the request for this matter. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/11/2024

  We have spoken with ************* again and she has agreed to work with one of our team members directly going forward. We believe we have been able to resolve this matter. 

• Initial Complaint

  Date:12/07/2023

  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 Dec.4,2023 a sales call from Monster reservations group called my cell phone from a ******** number. The vacation package was 3 separate 5 days 4 nights for 4 people at $89 per stay upfront. Plus 2 separate all-inclusive stays 6days 5 nights for 2 ppl at $129 each including all amenities with a charge of $100 travel insurance to protect losing any of the vacations for unseen circumstances. The upfront $536 charge to my credit card was the only money to be paid for the vacations . The only thing that would ever be owed as per the recorded conversation was taxes of between $8-$20 a day to be paid upon check out at the destination. Received an (attached) email from Monster reservation **** With a thank you and booking link(attached) and phone number ************ to book the first destination. I called the number on 12/06/2023 to book a ******* destination and was told by ****** a Spinnakers reservation representative on a recorded line, that I needed to give her my credit card number for a $150 deposit, $99 white glove insurance plus nine percent credit card fees. I declined to provide my credit card and was told I couldn't book the vacations I already paid for without paying additional fees upfront and taxes at the booking destinations. The phone number provided by Monster reservations group only goes to the Spinnakers resorts people. I asked for a manager or representative of Monster reservations, and was told there wasn't anyone who could do anything about it. I emailed the Monster reservations, with the same information as provided here,and a return automated response was sent back that I would receive a call in the same business day of the email, which no call ever came. I contacted my credit card to block additional charges and file a dispute,the only phone number provided to reach Monster reservations is the one provided here which goes to Spinnakers resorts reservation line.

  

  Business Response

  Date: 12/15/2023

  We have spoken to Mr ****** *************** and have issued a full refund. We believe we have been able to resolve this matter amicably. 

• Initial Complaint

  Date:12/05/2023

  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.

  multiple calls daily despite my asking them to stop, they disguise their number and use fake caller id.

  

  Business Response

  Date: 12/06/2023

  We have placed ****************** on our internal DNC list. When we update our internal system for a DNC record it can take up to 5 business days to be reflected. We feel confident that as of 12.13.23, Mr. ************;will not receive a marketing call from our company again.