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:11/28/2022

  Type:Sales and Advertising 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.

  Answered a FB ad booking with ****** Travel on 11/25/22. Within 2:45hr of not receiving confirmation email I contacted the company through email and requested cancellation. They acknowledged my email but 5min later sent me the activation reservation. I again contacted them and they replied referring me to call a phone number to complete cancelation. On 11/26/22 I contacted Monster Reservations Group and although they said they refunded the money and an email confirmation will be sent, neither one happened. There are several companies involved within this transaction and in talking to Sheila on the phone and her statements, it seems very suspicious compounded with the lack of reliability of her actions neither the email nor the refund were issued. I am certain I made a mistake trusting this online business and would dare saying this is a scam and it needs be investigated.

  

  Business Response

  Date: 01/19/2023

  Consumer Response /* (2000, 5, 2022/12/06) */
  Hello,
  
  This case can be closed as the merchant issued a refund. Thanks for your support.
  Regards,
  Olga

• Initial Complaint

  Date:11/23/2022

  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.

  Purchased a vacation package - was offered as extension as it was unable to be used a due to the Pandemic. I received phone calls to try to book a vacation and informed the caller that I would have to look into permission from the military to book. I believe it was the second phone call that I was told I had to book a vacation first at a location with a presentation. This was not disclosed to me previously and definitely not when I paid over $600 USD to guarantee the vacations. This is a vacation I did not intend or know was mandatory and would now have to spend several more hundred dollars for flights. I was absolutely ok with and happy to pay flights for the vacations I was told I would be getting but extremely disappointed to here there was one I had to do and was not told about. I also spoke to 3 different people that stated they would send by mail a pamphlet with all the information I could want and have still not received any information in the mail. Today I spoke with someone and was trying to understand what was needed and voiced my concern and disappointment in the information I had been receiving. I was then told that this first booking needed to be booked today and happen before a certain date in March or I would not be able to continue with the vacation packages I have already paid for. The gentleman I spoke with today was very short with me. I was trying to understand and look into why I hadn't been told about many things and why I hadn't received the information I was promised 3 times. I was told the had an A rating with BBB and that they do everything by policy. I asked why I hadn't received any of the information I was promised. He said if they said it they did it. He then told me he was going to move on to the next person since he was getting nowhere with me. I asked if this meant I couldn't use any of the vacations if I didn't book today. He was not clear on the answer. Told me bye and hung up. I don't know if I have lost my money. Disappointing.
  

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/04) */
  We still show this vacation package as active and without an expiration. We're uncertain as to where the calls to you came from, but we've got your vacation package on open and ready to use when you're ready to travel. Please call 844.648.2229.

• Initial Complaint

  Date:11/23/2022

  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.

  On September 23, 2022,I was contacted by a sales person from Monster Reservations Group. I paid $598 for a promised 8day/7night cruise and other vacations.
  
  In early October, I contacted them for my cruise. I was told they'd have to send a voucher.
  
  Voucher was received today, 11/21/22. Voucher requires another $40/per person, per night for cruise and is only valid for up to a 5 night cruise.
  
  Getting the voucher in the first place was a nightmare that requires 3 separate calls and a message through FB. Then, to receive a voucher for far less than what I was promised is disappointing at best.
  
  Calling them will serve no good.
  

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 9, 2022/12/04) */
  We are sorry that the vacation opportunity is less desirable than originally described. We have refunded your reservation in full. Please allow 3-5 business days for the credit to show back in your account.
  
  
  Consumer Response /* (2000, 10, 2022/12/02) */
  I spoke with ***** on 12/2/2022. At this time I am satisfied with the resolution.
  
  
  Consumer Response /* (3000, 15, 2022/12/11) */
  I was NEVER provided with a refund!
  
  
  Business Response /* (4000, 18, 2023/01/05) */
  Yes, I just confirmed with our merchant processor that this guest's package refund was processed on 12/13/22 (attached labeled "******* Refund Processed")
  
  The original purchase price of $598 mentioned encompassed a $19.99 savings program (MSP) subscription payment that was separate from the vacation package ($578.01). I have processed the refund for the subscription payment of $19.99 today as it was accidentally excluded from the original refund, our apologies for the oversight.
  
  
  Consumer Response /* (2000, 20, 2023/01/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Resolved.

• Initial Complaint

  Date:11/23/2022

  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.

  I was solicited by monster via numerous telemarketing calls. They called me numerous times offering a sales pitch for a vacation package that was the deal of the century. No blackout dates and numerous desirable destinations. Since then I have called several times to try and book a vacation and every time I want to book I can't get the places I'd like to visit. I am always offered destinations like Branson Missouri. I have no intentions of ever going or visiting to Branson but that's all they seem to offer. Furthermore when I paid for this I asked tons of questions as I typically like to research things before I spend my money but this organization would not allow that. Shame on me for doing this. Most of my questions revolved around number of travelers as I have two children. I was reassured that these vacation packages would include my spouse and my children (ages 14 and 16) at no additional charges. It turns out that there are additional fees for additional travelers and most of the rooms cannot accommodate two adults and two my two teenagers .Very disappointed and definitely feel that I've been taking advantage of.
  

  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/04) */
  We do feel that there are a number of amazing destinations that easily accommodate the family size at no additional costs such as Orlando, Williamsburg, Hilton Head to name a few. However, we have refunded the guest in full if they feel we're unable to deliver initial sales expectations.

• Initial Complaint

  Date:11/09/2022

  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.

  10/20/2022
  First I was charged 221.32. I read that the trip to Loon Mountain Resort under BlueGreen Timeshare was taken care of and done through Booksi. I was then contacted was I was led to believe that it was the reservation group. I had to deal with three beginner untrained customer service specialists that had no idea what they were doing as the story changed each time they called. The final called resulting in me making an additional charge for 261.45. I was told after disputing over what I had already paid that they do not deal directly with Booksi so they cannot see what I had paid. In order to confirm my reservation and she said Loon resort of 18 months in advance was available. I was told I could not reserve my vacation unless I paid the 261.45. I had done further research and was highly skeptical. I recieved a confirmation that I would be staying at the Fairfield Inn and Suites in a different town and not at the resort specified. Of course they put you through a ridiculous and deceptive recording. Online it stated I had 14 days to cancel my Booksi which I in turn got the run around. A female operator kept trying to get me to keep the booking at all costs. I told them I longer want anything to do with their company or anyone associated with them..cancel it now! I let them know I had a credit dispute in action..of all a sudden they were willing to give me back 200 back of my 221 if I cancel the dispute and allowed her to be on the call on a three way with my credit card company which is a violation of rights and privacy. I reported more. They refunded the first amount. When I call about the so called upgrade package I was told it was optional although they said they would not confirm unless I paid the amount. Tiffany said she note it and cancel it..yet I was told the notes were not there. Same Lady again. You cannot have a dispute to get a refund. Contacted the credit card and started my second dispute. This is Booksi/Monster and they are a giant SCAM!!!

  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 9, 2022/11/18) */
  We believe we have been able to reach a good resolution with this guest.
  
  
  Consumer Response /* (2000, 10, 2022/11/18) */
  ***Document Attached***
  Rachel R****** has contacted me from Monster Reservations and explained that they are training employees and need to execute a new policy for avoidance of three-way phone calls during a credit card dispute. She informed me of how they are bettering their system and apologized for any inconvenience. All monies have been refunded. You may close this claim.

• Initial Complaint

  Date:11/04/2022

  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.

  Got a call out of the blue offering me 4 vacations for only $1998 but then suddenly I had a credit and it was only $698 and then as I was talking to the rep and asked a question, all of a sudden I'm transferred to a Cara Breen in "credit" asking me now for immediate payment of $598 (as my husband is a veteran so I got $100 off and upgraded to one all inclusive stay) on a credit card. She even gave me her cell phone #. (Can provide) Sounds very very very shady to me. I started to ask if I could review any literature or a website before I hand over $600 when she said loudly to the other rep "she isn't interested, she hung up on me" well I had her cell number so I texted her and all I got was such rude responses, it made me solidify that I must be right and listen to my gut that this is scammy and too good to be true.
  

  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 9, 2022/11/15) */
  We have responded with appropriate disciplinary action for this type of behavior and apologize sincerely to the guest.

• Initial Complaint

  Date:11/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company bought my information from another Travel agency and used my lack of use of the previous travel credit to sell me a unbelievable travel package, they offered to credit my previous down payment because like so many others I didn't use my credit due to the pandemic. I spent an hour on the phone with 3 different folks Amy was one of them, they were all very personable. I asked lots and lots of questions and determined that it sounded like a legit opportunity. I even read many of the 4.9 star ratings on this site and Google. They of course promised the world and as I asked more and more questions I caught them in a few odd little lies but nothing too heinous to think this was a scam, just undisclosed things. Immediately after I purchase my package 11/3/2022 guaranteeing my reservations as long as I book more than 90 days out even during holiday for hotels or cruises, I called to book travel over a year out and was not able to book surprise! Our of good faith i tried to talk with 3 other reservation specialist over the next 3 hours and none of them were able to book my vacation at any location for 11/22/23. They also mentioned that Cruises were so backed up right now that they were on a wait list to book and I would need to reach out to the cruise line. False advertising. I asked to get the package canceled, Tiffany sent a message to her manager at 245pm 11/3/2022 gave me confirmation XXXXXXXXXXX that it would be canceled and I would receive a call from the manager. I called back into reservations at 345 and spoke to Brian asked him to read my notes and he confirmed that I requested a cancelation, and assured me i would get a call at 530pm at the end of the shift to process cancellation. I am not holding my breathe, i am going to dispute the charges tomorrow thru CCard Fraud dept. The POSITIVE REVIEWS ON HERE ARE OBVIOUSLY FAKE.

  

  Business Response

  Date: 12/11/2022

  Business Response /* (1000, 8, 2022/11/15) */
  We have refunded the guest as requested and believe the matter to be fully resolved.
  
  
  Consumer Response /* (2000, 10, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/02/2022

  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 was sold a vacation package for $1000 that was supposed to include a 7day 6 night all inclusive, an 8 day 7 night cruise, 4 weekend getaways of 4 day 3 nights, then 1 bonus all inclusive trip. However after paying and getting an email the trip length and amount had changed. I was told it was for up to 5 adults when I tried to get the cruise I was sent a voucher for 2 people and still have to pay $40 per person per day. It was supposed to be included except port fees and taxes. All the trips are less days than what was said and I have to attend time share to go. I was told only 1 Timeshare was required. That is a lie. I was scammed out of $1000. They provide nothing for your money.
  

  

  Business Response

  Date: 12/11/2022

  Business Response /* (1000, 5, 2022/11/09) */
  We have been in contact with this guest and believe to have found a good resolution.
  
  
  Consumer Response /* (2000, 7, 2022/11/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/24/2022

  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 called Monsters reservation seeking a place in Malaga for June of 2023. The representative gave me an option that she said was close to Malaga. I accepted her explanation and made the reservation. After I hung up and received a email with the confirmation and a description of the property, I noticed that the place was very far from Malaga and from the city that the representative described. I immediately called back. Probably not even 30 minutes had passed by. They told me that I could not get a refund. They did tell me beforehand that they would not cancel because it would be unfair to others trying to book the property. I accepted the explanation assuming that the description of what I had received was accurate. It was not. I spoke with several people at monsters reservation but they were unwilling to help saying that I had agreed that I could not cancel. I explained that the location was not as described. They refused to listen. I paid $398. The reservation is for June of 2023. That's enough time for anyone to reserve the place. I would not mind paying the amount and going to the place if it were where the person that helped me with the reservation had described. I feel deceived and helpless. My credit card said they cannot intervene because the agreement made was over the phone. Can you please help?

  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 6, 2022/10/27) */
  We have been in contact with this guest and believe we have come to a resolution.
  
  
  Consumer Response /* (2000, 7, 2022/10/26) */
  Hi,
  Monster Reservation Group has reached out to me and offered a refund. They sent a confirmation email indicating that the reservation was cancelled and the refund will be issued. I have not received the money yet, but they said it would show up on my credit card within 7-10 business days. I truly appreciate your help in this matter.
  
  Kind regards,
  ****** ******

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is literally killing me with stress. I am on a disability pension and they are stealing my money.
  Their initial call promised me 28 days of free vacation travel at various locations around the world. I was supposed to just make a quick call and book my travel through them. Their promises sounded perfect but the truth is different. They don't record the entire call (where they make all of the promises), they only record the part where you apparently sign off on refunds. I believe their "no refund" claim should be contingent upon them following through with their promises. After we made the purchase COVID hit and there was no way to travel and no way it was safe to travel. I called repeatedly and asked for a refund. I was told by 2 representatives that they were processing my refund. It never came. Finally in desperation, I called my bank and asked what my options were. My bank stated that they would look into this and they would call me back. I never heard back from my bank so I tried calling Monster Reservations again. This time the supervisor told me that he would gladly give me a refund but since I complained to my bank there is no way that he is going to give me a refund. My wife and I "in defeat" called and tried to actually reserve vacation travel plans and each time we saw how nearly impossible it was to make reservations and how our "28 free days of vacation" will now cost more money to reserve. I called Monster again today and spoke with a supervisor. I re-explained the entire situation along with the fact that after trying 2 or 3 different times, I can't even make reservations. I explained that this is not the vacation package that I was promised. He basically said "sorry you are not happy, but we have a recording of you signing off on a refund". This company is a SCAM!!! I want my $500. back.
  

  

  Business Response

  Date: 11/29/2022

  Consumer Response /* (2000, 5, 2022/10/26) */
  Hi ****,
  My name is ****** ******. I wanted to advise you that the company that I complained about has reached out to me and resolved the issue.
  They had in fact refunded me but the bank never released the funds. I now have my refund and I am very happy with the way the BBB has helped to bring about this resolution. Please close out this claim and erase this from "Monster Travel Groups" BBB rating, they handled it perfectly. Thanks and God Bless!