Complaints

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:05/22/2025

  Type:Billing 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.

  The transaction date was 4/26/25. A $500 deposit was charged to my credit card. I understood that my reservation was confirmed through email for the amount of $1420.08. With a balance of $920.08. Vacations to go increased the cruise fare without my approval and deleted my previous confirmation and made the fare $1535.08 with a balance of $1035.08.They are acting in a dishonest way. They claim that they are entitled to change the rate without notifying me, and if I wanted to cancel the cruise there would be a penalty. One of the supervisors informed us that another supervisor by the name of ****** ******* made the error. They are not willing to correct or restore what they have deleted. We have proof of the price changes they created.

  Business Response

  Date: 05/30/2025

  Thank you contacting Vacations To Go, Mrs. ****************** want to first apologize for the frustrating and disappointing experience youve had. We work hard to maintain high levels of customer service and we regret that you feel weve fallen short of your expectations, and are being dishonest about our pricing.
  
  Ive taken some time to research your reservation in detail, and I can see that youve spoken to several managers over the last month about your concerns. Please know that the details of your reservation have been reviewed by our top members of management, and Ill do my best to reiterate them here. All fare and onboard credit totals discussed below are per cabin, not per person.
  
  It is important to understand that any link we provide you to view your confirmation is a live link and will take you to the latest version of your confirmation, even if clicked on through an old or outdated email. This is so our customers can always view the latest information without confusing it with old versions.
  
  Your cruise was booked on April 19, 2025 at a total cost of $1,669.08 with $100 onboard credit.
  
  On April ******* you saw a lower rate for your cruise and called us to adjust the price.The manager you spoke with, Ms. ******** was able to secure a lower rate for you to $1,554.08 with $100 onboard credit. Though a lower rate of $1,480.16 was available at that time, *************** stated it was for new bookings only,and denied our request for an exception. Please know that all promotional and pricing terms and conditions are set by the cruise line, not Vacations To Go,and we cannot override these policies. Your confirmation was updated to reflect this using the following line items (and viewed at 2:25pm and 3:11pm that day):
  
  Cruise Fare:$1,669.08                 
  Re-Fare 4/26/25:($115.00)        
  Charges:$1,554.08
  
  On May 17, 2025 you again saw a lower rate for your cruise and called your travel counselor,Mr. ****, to adjust the rate. He was able to secure another $19 savings, but the cruise line would not allow him to add the $200 onboard credit you saw, as it was for new bookings only. Though I understand the frustration you experienced upon receipt of this news, Im sorry we dont have the ability to override the cruise lines decision.
  
  Your confirmation was updated to reflect this using the following line items and was emailed to you at 10:28am. This version of the confirmation was viewed at 11:02am, 11:04am,11:33am, 3:58pm, 5:50pm, and 9:00pm that day):
  
  Cruise Fare:$1,669.08                 
  Re-Fare 4/26/25:($115.00)        
  Re-Fare 5/17/25:($19.00)                                                     
  Charges:$1,535.08
  
  Before the changes to your confirmation were fully completed, and before the updated copy was emailed to you, we can see that you viewed your confirmation at 10:21am while your travel counselor was in the process of adjusting the pricing section of your invoice. The hard copy of the confirmation you possess was printed by you while changes were actively being made to your trip totals. While the agreed-upon total of $1,535.08 was shown in the line item labeled Cruise Fare, Mr. **** was still in the process of adjusting the line items labeled Re-Fare 4/26/25 and Re-Fare 5/17/25. For this reason, your confirmation momentarily reflected a total of $1,420.08, though your cruise fare never actually totaled $1,420.08 and that fare was never discussed with you at any time. When you viewed your confirmation 41 minutes later at 11:02am, the correct, agreed-upon price was reflected.
  
  Were sorry again that you feel weve been dishonest in any way, but we can assure you that your trip totals have only ever totaled what you agreed to through multiple calls with your travel counselor and our managers. That said, our managers added a $50 onboard credit to your cabin on May 17 as a gesture of goodwill due to the frustration this caused you. This is in addition to the $50 onboard credit you were already receiving from a Vacations To Go promotion at the time of booking, and a $50 onboard credit due to frustrations you expressed earlier in the booking process.This brought your onboard credit totals to $150 for the cabin.
  
  Based on an email exchange between you and your travel counselor on May 26, your final payment is due on June 2, and youve asked your travel counselor to charge the card on file for the balance due on this date. Your card will be charged for the correct and currently-reflected remaining balance of $1,035.08.
  
  We apologize again for any confusion that took place, and hope you have a wonderful cruise,despite the negative impression youve gained from working with us.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The response had NO resolution. I am very disappointed and very concerned that Vacations To Go can get away ripping off the public. My complaint is that Vacations To Go in the final stages raised the price by a $115. When I spoke with  a supervisor by the name of Ms. ******* and later received an email confirming the rate of $1420.08 (which was a flash sale) I trusted the confirmation. Vacations to Go took it upon themselves to raise the price  by a $115. I was under the impression that I locked in the rate by giving a deposit of $500. when  I learned that the rate was increased without my permission I was told it was a non refundable deposit rate.Even though it was not my fault, i was going to lose my deposit if I cancelled.  The $50 onboard credit for my inconvenience is not a compensation. The more research I did into Vacations to Go I noticed a lots of similar complaints to mine. I will not be taken advantage of by a under handed company. 

  
  Regards,
  ****** ********
  
   

  
  

• Initial Complaint

  Date:04/16/2025

  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.

  We booked a cruise with Vacations To Go, booking # 3KHT5Q and also purchased transfers from the airport to the pier and pier to airport. When we got to the airport there was no one there to meet us. I called the agent we were working with and no answer. She never returned my call. She just blew me off completely, leaving us stranded at the airport. I called the CruiseLine and was told Vacations To Go never sent them our flight information.

  Business Response

  Date: 04/25/2025

  Thank you for writing, Mr. ***************** truly sorry Cunard's transfers were not waiting for you upon your arrival.
  
  I can see that your travel counselor provided your flight information to ****** through their booking engine, but it is unclear why ****** did not receive it. It is possible there was a technical glitch, but no matter the reason, we sincerely apologize for the error.
  
  When you called from *************************, the manager you spoke with provided ****** with your return flight details to ensure you would not have any issues at the close of your cruise. She asked that you provide a receipt of your transportation costs upon your return home so that we may reimburse you.
  
  Ive asked another manager to contact you to start that process and he has left you two voicemails. At your convenience, please call North at ******************* or email him at ******************************** If he is unavailable, you can speak with any manager to assist you.
  
  We apologize again for the frustration this caused, and hope that despite the understandable inconvenience upon your arrival, you were able to enjoy a wonderful cruise.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service 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.

  Im filing this complaint because Im deeply disappointed with Vacations to Gos customer service. Im terminally ill and this vacation may be my last chance to make memories with my family. Despite my clear needs, theyve repeatedly failed me.Agents disappear without follow-up, leaving me to do all the work. Ive asked for round-trip ********** around ****** or equivalent cruises. I need an accessible room or a room that fits my wheelchair, accommodations for my service animal and my two daughters and I, but these needs are ignored.When I express frustration and try to escalate to management, I got Mr. ******** He dismissed me and left for his weekend, suggesting cruises in November or later, even though Ive seen many itineraries for sooner dates. Ive already missed out on deals, like the 32 day Hawaii Princess cruise on April 8th and a free upgrade, because of their lack of follow-through.This isnt just a vacationits my last chance to spend quality time with my loved ones. I expect better from a reputable travel agency. They need to assign a dedicated agent with follow through, provide suitable options and show they care. If they cant, I cant keep trying to be their customer.Thank you for helping resolve this.

  Business Response

  Date: 04/03/2025

  Thank you for writing, Mrs. *****
  
  Were truly sorry to hear of your terminal illness, and can only imagine the many stressors and emotions youve experienced through your journey.
  
  Im also very disappointed and sorry to learn that you feel unsupported by the many agents and managers youve spoken with during the planning process of this cruise. At Vacations To Go, we take special needs very seriously and have an entire department of specially trained agents dedicated to helping travelers with special needs travel comfortably. Ive taken some time to research your concerns in detail and I can see that weve made multiple attempts to reach you,left many voicemails, exchanged several emails, and done our best to find accessible cabins on last-minute cruises you were interested in.
  
  Please know that ships only have a small percentage of accessible cabins and they book very quickly. While you stated that a non-accessible cabin would still work with your folding wheelchair, an accessible cabin is likely still needed to accommodate your mobility needs comfortably, per your request. Im sorry we were ultimately unable to connect with you to obtain additional details about what those needs may be.
  
  The most recent manager you spoke with, *** *******,provided a list of alternate cruises for your consideration when the cruises you wanted were all sold out. Unfortunately, what youre looking for is very difficult to find, and Im sorry that the options weve presented do not meet your preferences or expectations.
  
  Were sorry to learn that youve decided to take your business elsewhere, but certainly hope youre able to take this very important and meaningful trip with your family. We wish you and your family all the best during this emotional and difficult time.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Im confused, do you care to try and keep me as a customer? Because I wouldnt have missed out on anything if I had just one of your agent follow through with me over the years Ive been trying to book with you, I dont know where youre leaving voicemails but I havent received any. The emails between Mr. ****** and I were more hurtful than anything, his feigned sympathy and then his quickness to tell me hes got his weekend to get to, he should have assigned me to someone who has the time to genuinely care and not send a last minute afterthought email, just before his weekend. Then followed up once later with options that werent for us. If just one agent would have stuck with me to find a cruise and treated me as important, we wouldnt be here. All of your research with the Multiple agents, but why multiple? Why is it so difficult to get personal service from you V2go alone, every other travel agent is contacting me nonstop with several options all new every few days. Youre people, couldnt care less. Especially given the fact that, I told every single agent my dire situation and none of them showed care or a desire to assist through the process until I escalated my complaint. You clearly run a fast paced business that prioritizes fast sales and commission over caring for a disabled customer that needs a bit of extra help.
  And for the record, I was open to any cabin because weve been on many cruises and my wheelchair fits in regular rooms so that excuse about it being difficult because of how I need to book, holds no value, your people could have stuck with me through the process of finding cruise for us but, they dropped me every time, most of them, after the first conversation. 
  Regards,
  ****** ****

   

  
  

  Business Response

  Date: 04/18/2025

  Dear Mrs. *****
  
  I believe there may be some confusion on our end as ******** have mentioned to our travel counselors and managers that you need an accessible cabin, which are limited on ships, especially on the last-minute sailings youve requested. When those are not available, youve mentioned you dont need an accessible cabin, but ask what other accessible accommodations are available in the cabin. In a non-accessible cabin, special accommodations may be limited to shower stools or toilet chairs, and were still unclear what your exact needs are.
  
  Wed love to send you and your family on the trip of a lifetime, and we've worked diligently to attempt to do so, but its important that we get accurate and detailed information in order to ensure you have everything you need. It will be best to communicate with a single specialist over the phone so they can ask you questions in real time and receive clear and exact details about what you need.
  
  Im sorry if Mr. ******** email came off as insensitive or was found to be hurtful. He was simply trying to communicate his availability to you so you knew when to expect to hear from him again. We want all our customers to feel well looked after and cared for, especially those that require special accommodations while traveling. If you feel another travel agency will meet your needs and serve you better, we certainly support your decision to do so.
  
  Respectfully,
  
  ****** *********
  Director, Customer Communication
  **********************

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau, I appreciate your help through this matter.

  Dear ******,
  Your response misses the point. Im still waiting for real accountability and your last message confirmed what I feared-Vacations 2 Go doesnt understand how to support terminally ill and disabled customers and what we actually need.
  The issue was never just about accessible rooms. It was about care, consistency and being treated like a person. Not a problem. I didnt need many agents, I needed one who followed through.
  It is not unclear what I need. Ive explained it to every agent. What was unclear was why no one ever followed up. Why did no one stay with me through the process when I said this trip could be my last? Why did Mr. ******** who knew my condition, prioritize his weekend over properly passing me to someone who could help?
  Im not looking for apologies or PR responses. Im looking for action. If you truly want to make this right, assign someone now who will stay in email contact with me and research the best options, until this trip is booked. Otherwise, dont waste my precious time pretending you care.
  Ive already lost time, deals and peace of mind. Dont let your company be another loss I have to grieve.
  ****** ****

  Professional analysis of our correspondence-

  What Ive communicated clearly:
  1.Your circumstances are urgent  You are terminally ill and trying to make memories with your daughters. That context should command care, clarity, and continuity from a service-based business.
  2.Youve been flexible  You said accessible cabins are ideal but not required. Youve cruised before and know your wheelchair fits in standard rooms.
  3.Youve asked for follow-through  Your issue is not cruise availability, its about being dropped, ignored, and handed off repeatedly.
  4.Youve been trying for a long time This wasnt a rushed, last-minute attempt. You were proactive for years, and they didnt show up.
  
  
  What theyre missing:
  1.Theyre gaslighting the core issue  Instead of addressing why no one followed through, they keep blaming the lack of accessible cabins. Thats not the main problemyou said you didnt require one.
  2.Theyre sidestepping emotional impact  You told them this was possibly your last trip with your daughters. Their responses are cold, defensive, and riddled with PR-speak. No ownership, no warmth.
  3.They admit to multiple agents but dont explain why  A truly caring agency would assign one person who could build trust with you. Their many agents approach shows chaos, not care.
  4.They shift blame to you  Claiming you didnt provide clear details or we left voicemails is defensive and dismissive, especially when you already explained you received none of that.
  5.They failed to offer a solution  Nowhere in their messages did they say: Heres what we can still do for you. Its all past tense. No attempt to make it right.
  
  Closing Notes-
  You are not just losing a customer-youre missing the chance to do the right thing when it matters most.
  Your company may send thousands of people on vacation, but only a few come to you asking for help during their final days. That shouldve meant something.
  This isnt about cruises. Its about humanity. And your responses lacked it.
  My daughters are watching how people treat their mother in her most vulnerable time. I hope your next customer isnt someone like mebecause right now, youve shown youre not ready to care for them.
  Whether or not you reply again, this correspondence will be part of the record and I will share my experience publicly if neededbecause someone else deserves to know what to expect.

  Business Response

  Date: 05/05/2025

  Dear Ms. *****
  
  Im sorry again that you and your family are faced with the fear and uncertainty that comes with a terminal diagnosis. We can certainly understand your desire to take a memorable vacation with your loved ones in an effort to make lasting memories together.
  
  Ive contacted the BBB directly and asked them to review our correspondence. I apologize again that we continue to fall short of your expectations.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

• Initial Complaint

  Date:01/25/2025

  Type:Customer Service 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 October 2024 I called ****** ***** from Vacations to go about a deal on a cruise that I wanted to take. He found me a great rate but it was a saver rate so any non put down would be lost if cancelled for any reason (outside of insured reasons). I booked at $3100 for a balcony cabin. At the time I did ask if I could add an additional ******. He said yes I did ask about any additional cost to add a ****** and there were none other than taxes and port fees. I booked. 2 weeks later the price went down. I asked about a price match since it was within 2 weeks. He tried but it was a no go. So after talking to him and he said it was at least a $700 savings I booked the new rate. Again I asked if I could add a ****** and he said yes. Now it is payment time and I go to add another ****** to the room and he says well it will be $907. At no point in time was I ever advised that adding another ****** would be additional money. This should have been told to me before changing my original booking and loosing $500. Now when adding a second ****** I am only saving $400 which is less than what I pains and lost in the original booking. That is unacceptable.

  Business Response

  Date: 02/06/2025

  Thank you for writing, ******. I'm very sorry to learn of the disappointment you experienced when booking your cruise. I understand it can be very disappointing to see a decrease in prices after youve booked, and while ****** went to great lengths to ask Virgin to adjust your rate or waive the cancellation penalty, they were unwilling to make an exception to their policy.
  
  In the process of obtaining the new, reduced-rate promotion, ****** required us to cancel your first reservation (losing your deposit) and make a new reservation. While your overall savings was substantial,new promotions can often mean new terms and conditions, and all are set by the cruise line, not Vacations To Go.
  
  Im sorry ****** didnt ask if you were still interested in adding a second passenger in the future and discuss possible pricing with you at that time. While we do our best to remember each customers travel circumstances and offer relevant advice pertaining to those details, I apologize that we fell short of your expectations.
  
  Its my understanding that youre now ready to add a second passenger to this booking. Ive asked one of our managers to contact you to make this change and to apologize for the undue stress this caused. Please know that the price to add another passenger can fluctuate at the cruise lines discretion until the change has officially been made, and not all promotions will combine with one another.
  
  We appreciate your business, and look forward to speaking with you. ************** is a unique and wonderful product and we hope you have a wonderful cruise. 
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  

  The issue is that I was always open about wanting to add an additional ***** to my reservation. Before booking the new fare I asked the same questions about adding a *****. His response was yes but he failed to tell me all the information regarding the cost of adding an additional *****. Had he informed me of that my response would have been different.  On top of that, I called virgin directly and added my second ***** at a lower cost than what VTG quoted me.
  

  A satisfactory solution would be a refund of the lost money for bad advice on the part of the *** travel agent. It would have been different if I never asked about a second passenger, but I did as the recording showed and was never informed of additional fees. If we cannot remedy this situation via BBB then I will be forced to take legal action against the company. 
  
  Regards,
  
  ****** Anderson 
   

  
  

  Business Response

  Date: 02/21/2025

  Dear Ms. ********, 

  I'm sorry for your continued frustration. I've asked a manager to contact you to discuss the situation with you further and in greater detail. 

  Sincerely, 

  ****** *********

  Director, Customer Communication

  **********************

• Initial Complaint

  Date:09/24/2024

  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.

  Reservation# ******** Date of Transaction Amount:: $6573.44 Vacation to Go confirmed on the phone that no ************* required for personnel who have a **** from ******Dispute: Vacation to Go confirmed on phone that no Canadian **** is required for personnel travelling to ****** Cruise that go via ******. This was confirmed by two agents ***** ****** and Golden Ekeroth. Based on their confirmation I booked the Cruise. Norwegian cruise line did not allow us to board saying that personnel from ***** don't have *************. Norwegian Cruise line also stated that Vacation to Go always misguide people by lying Vacation to Go asked me to contact Norwegian Cruise Line to get it *********** seems Vacation to Go fraud their customers by providing misleading information on the phone and in this situation they are telling me to look at the contract. Vacation to Go should not have given wrong information and should have told me that personnel from ***** require *************. If I had known, I would not have booked the Cruise as getting Canadian **** may not be possible in short amount of time. This resulted in not able to take cruise and lost all the money.

  Business Response

  Date: 09/25/2024

  Thank you for writing, Mr. *********
  
  Im terribly sorry to hear that you and your travel partners were unable to take your cruise. I can only imagine the disappointment and frustration this caused after looking forward to the trip together.
  
  As a US travel agency, our policy is that we do not provide assistance or advice regarding travel ****s for citizens of countries other than ***************** and ******. Instead, we suggest checking with a local consulate or ************ for the most up-to-date information about **** requirements for the countries on your cruise itinerary.
  
  On the day you booked your cruise, you received an email titled Passport and **** information for your trip booked with Vacations To Go. It stated Travelers who are not U.S. or Canadian citizens must verify passport and **** requirements with the embassy, consulate or immigration offices of the countries listed on your cruise itinerary. All travelers will be asked to present any required documents for every country on the cruise itinerary whether or not they have plans to disembark the ship in every port of call.Anyone arriving at the ship without a passport, **** or other required document will not be allowed to board.
  
  The same day, the email containing a link to view your booking confirmation also stated Do you need a ****? Not sure? We refer all our guests to *********************** This is an easy to use website that will tell you what ****s you need. You can also purchase them here if you choose.
  
  I apologize again for the disappointment this caused. The cruise line will refund the taxes paid toward your cruise. The Vacations To Go managers you spoke with took additional steps that we hope will also result in a refund of the fees associated with your beverage package. The cruise lines typically complete the refunds within 30 days of the end of the cruise. If you have not received your refund by the end of October, please let us know and well inquire further with the cruise line.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

• Initial Complaint

  Date:08/19/2024

  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 booked a cruise on 4/10/2024 6:36 PM from vacationstogo for the amount of ******* booking # ******** I canceled the cruise on . On 4/13/2024 I called to cancel the cruise at 11:37 AM and then sent and email at 11:49 AM, also requesting that the cruise be canceled. I received a response from vacations to go that they would cancel at 12:53 PM. I then received a second email on 4/13/2024 that I could expect my refund in 60 to 90 days I then received a refund of only 744.92$ leaving a balance of ****** they refuse to refund ,as per their refund policy I told them that I canceled well with in the (((( 72 hours cooling off period required by law there only response has been that they are exempt from the 72 hour cooling off period and they will not be refunding my ******$ I am seeking the balance of my refund. Thank You ***** *********** PS any of the Emails you might need I will gladly forward to you

  Business Response

  Date: 08/21/2024

  Thank you for contacting Vacations To Go, Mr. ************
  
  Im very sorry to hear that you had to cancel your cruise,and for the penalties the cruise line assessed as a result of the cancellation.
  
  Some cruise lines allow penalty-free cancellations within 24 hours of booking, but I'm not aware of any that allow a 72-hour ***** period.While I understand the ************************ has a 72-hour Cooling-Off Rule,their site states it does not cover certain sales, including those made entirely online, by mail or telephone. That said, because your credit card was charged by ***, not Vacations To Go, and they hold all of your funds, I cant speak further on how this rule may or may not apply to this situation.
  
  Im glad that you received your refund of $744.92. Despite our attempts to advocate on your behalf, Im afraid we were unable to convince *** to refund the remaining $518. Please know that all policies pertaining to cancellations, refunds, penalties and compensation are MSCs, not Vacations To Gos.
  
  I see that one of our managers provided you with ********************* email address and three phone numbers you may be able to call,and we hope you'll receive a favorable response.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

• Initial Complaint

  Date:07/26/2024

  Type:Customer Service 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.

  Date booked 7/25 cruise and was told 2 rooms were on hold that were balcony Made reservations and looked at booking info and he booked them for ocean view. Called ***** **** back 4 times asking him to return my call he did not. I did leave a *** explaining to him we were told that we had balcony rooms but in info it showed ocean view. The other party traveling with us preferred a balcony and was happy. I was Lied to and I want this resolved. My contact number is ************

  Business Response

  Date: 08/07/2024

  Thank you for writing, *********.
  
  I apologize if you feel ***** was dishonest about the type of cabins you were booking. A ************* Manager has verified the details of your calls with ***** and only inside and oceanview cabins were discussed. When you later inquired about adding a third ****** to the cabin, he priced a neighborhood balcony for you.  This is a balcony that does not face the ocean, but instead faces a common area in the ship. This was the best deal for a triple cabin at the time but a cabin was not held, as you wanted to speak with the other members of your travel party. We apologize for any confusion this caused. It appears that many inside and oceanview cabins were discussed, both connecting and not, at the front and middle of the ship on the 1st, 3rd and 8th floors due to your concerns of seasickness.
  
  Im truly sorry ***** did not return your calls in a timely manner. We ask all our travel counselors to respond to their customers within 24 hours when they are in the office, and we apologize that we fell short of that expectation. I can see that youve since been assigned a new travel counselor to manage your reservations and answer any additional questions you have.  We hope you enjoy working with **** for any remaining questions or concerns.
  
  Please know that we value your business and apologize again for your negative experience. We hope you all have a wonderful time on your cruise next month, and that well have the chance to regain your trust and business again in the future.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  ********************** 

• Initial Complaint

  Date:07/15/2024

  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.

  We are booked for a Mediterranean cruise embarking in ******, ***** on Oct 26, 2024 for 11 days but due to the war going on in ****** we are worried about our safety taking this cruise. Its on level 4 now and the cruise trip is still scheduled ti go. We are requesting for a refund but I was told that our down payment is no refundable. Our final payment is on 22nd of July and since the cruise hasnt cancelled it yet and not considering our safety at all I hereby request for a refund. Please be kind enough to refund our down payment. Our safety should be your first commitment.

  Business Response

  Date: 07/17/2024

  Thank you for contacting us, Mrs. ******
  
  We can certainly understand your concern over the unrest in ******, and your desire to cancel your cruise. Please know that all decisions concerning refunds and the parameters of the promotion youve booked are made by the cruise line, not Vacations To Go.
  
  Your cruise counselor contacted *** on July 12 to request a refund of your deposit and was told your deposit was not refundable.  Upon inquiring again on July 16, he was told that your deposit is refundable and he proceeded with the cancellation of your reservation, as requested. We apologize that the cruise line provided inaccurate information during his first call.
  
  You should see your refund within 1-2 billing cycles of your credit card. We apologize again for the misinformation and for the frustration it caused. We hope to be of service again when youre ready to rebook your cruise vacation.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  

  From: ***** ***** <******************************>
  Sent: Monday, July 22, 2024 7:59 PM
  To: drteam <*****************************************************************>
  Subject: [External]Re: You have a New Message from BBB Regarding Complaint #********

   

  Thank you your follow up. Ive received my refund from ***. Thank you for all your help and kindness.

   

  Get Outlook for iOS

  ---

  From: Better Business Bureau <***************************************************************>
  Sent: Thursday, July 18, 2024 7:19:51 AM
  To: ******************* <******************************>
  Subject: You have a New Message from BBB Regarding Complaint #********

  
  
  
   

  
  

• Initial Complaint

  Date:06/24/2024

  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 purchased a cruise vacation package from this company back in November 2023 for a trip to be taken in December 9, 2023. I also purchased the travel insurance protection from this company with the understanding that the trip was completely protected for any reason. When we went to travel on December 9th, the airlines flight was delayed due to crew availability and we missed the cruise. When we went to file a claim with the travel insurance company, there was absolutely no response via email or phone for several months. I got this company involved to help me and still for a while didn't get any where. I was finally told from the insurance company after 5 months that the reason we missed the trip was not a covered reason and we would not be getting a refund. This company would not take any accountability for their part in all of this and basically told me they sell this insurance mainly for the medical protection while on the trip... none of that was actually communicated to me when I purchased it to begin with. This was our honeymoon trip and it was completely ruined and we lost our money. I believe this is completely unacceptable. The company didnt inform me this policy was not all inclusive or give any options that there was possibly different types of policies.

  Business Response

  Date: 07/03/2024

  Dear Ms. ********
  
  Im terribly sorry that you were unable to take your honeymoon cruise due to flight delays. I can certainly understand the disappointment you and your husband must have felt after planning for and looking forward to such a special trip.
  
  Ive taken some time to research your concerns and situation in great detail. We offer insurance to all our customers through our third-party provider, ********. Though they require the policy to be purchased on the same day as the trip, they offer a 10-day free look so customers can review the policy in detail. Should customers feel the policy does not meet their needs,or is not thorough enough, they can cancel during the 10-day ***** period to receive a full refund of the policy cost. Independent insurance can then be purchased by the customer on their own. ******** does not and has never offered a cancel-for-any-reason policy to Vacations To Go customers, nor do we present the policy as such when discussing it with our customers. We also post the policy details and a brief description of the coverage on our website to be reviewed before purchase. Unfortunately, Generali does not cover flight delays due to staffing issues, only common carrier delays resulting from inclement weather,mechanical breakdown or unannounced strikes.
  
  When you spoke to a Vacations To Go manager in March, you informed him that you were upset with the amount of time it was taking Generali to handle your claim, so you filed a dispute with your credit card company for the insurance charge. When this happens, it halts all progress on your claim and cancels the policy. Though Generali offered to reinstate your policy if the dispute was reversed, they have informed us that the funds were never returned from the bank and the dispute was not successfully reversed.
  
  It is our understanding that you were also sick at the time of your honeymoon. When Generalis Customer Service Manager, ******** spoke with you in March, they advised what documentation would be needed to support your claim.Generali states they have not received anything to date.
  
  Im afraid theres not more we can do to assist you further with your claim, as this matter is between you, your bank and Generali. Please contact them directly at ************ or ********************************** to see if any options may exist for reinstating your policy, and if its still possible to file a claim for being ill.
  
  Im sorry again for the difficulties you faced while working with Generali, and wish there was more we could do to influence the situation in your favor. All coverage terms of your insurance policy and decisions about your claim are set and executed entirely at ********'s discretion. Weve certainly done our best to assist in the successful communication between you and a Generali supervisor, and relay information as its made available to us. Were sorry again, and wish you all the best in your new marriage.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  Some of the information provided by the company is not true.  I did indeed dispute the charge from Generali when we spent several months trying to communicate with them and they would not respond at all.  We did indeed reverse the charge and I have credit card proof that I was indeed recharged for that charge you are speaking about.  You are trying to pass the blame and accountability onto the insurance company when you are the one who contracts that company.  That is extremely poor customer support and you should do  better job of handling your customers.  
  Regards,
  
  ****** *******
   

  
  

  Business Response

  Date: 07/11/2024

  Dear Ms. ***************** sorry you feel we are passing the blame, but Im afraid youll need to discuss this with Generali directly. Though Vacations To Go uses Generali as a third-party insurance provider for our customers, your credit card was charged by Generali, not Vacations To Go. For this reason, we are not involved in the credit card dispute in any way, nor do we have the ability to follow the details of the dispute and its status. Ive only provided you with the limited information that was given to me by Generali. If you feel it is incorrect,please discuss it with Generali to correct the inconsistencies. If you have been recharged for the policy by your bank, ******** will need to know so they can reinstate it.

  As your travel agency, we have done our best to help coordinate communication and set up calls between you and Generali, and have provided you with their direct contact information. Vacations To Go has no influence over their claims process or the amount of time it takes them to complete a claim. We do, however, provide them with the documentation required to process their claims such as copies of travel confirmations, vacation totals and penalty amounts. This is only for portions of the trip that were booked through Vacations To Go.

  Please contact Generali directly by calling ************ or by emailing [email protected] will be able to tell you if your policy is still active, if it can be reinstated, and if its still possible to file a claim for being ill at the time of travel.

  Im sorry theres not more we can do,

  ****** *********
  Director, Customer Communication
  **********************

• Initial Complaint

  Date:05/01/2024

  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 was interested in quebec cruise for ******* . I gave a deposit for $385 on 4/30/24 and **** ******* from vacationstogo charge me $3,708.48 almost $200 more than original price. I ask him for my refund of $385 within ******************************************************************** NO work was really done within the 12 hours and he refuses to give me a refund.

  Business Response

  Date: 05/02/2024

  Thank you for writing, Mrs. ****
  
  Ive taken some time to research your concerns and look into your situation in detail. I hope Im able to clear up some confusion.
  
  On April 23, 2024 you contacted your travel counselor, ******, via email to discuss the 12-night cruise on the ***** **** 2 departing September 22, 2024 to sail *************** He emailed you a quote showing the total for two passengers in a standard inside stateroom coming to $3,546.48.
  
  On April 28, 2024, you called and spoke to a different travel counselor, Cezill, wanting to place a deposit on the price you received from ****** five days prior. Unfortunately, as Cezill discussed, the price ****** provided was no longer available and Cezill provided the current price for the same cruise.
  
  Its important to note that cruise prices are set by the cruise line, not Vacations To Go, and can fluctuate from day to day, just like airfare. They are sent to us electronically from ****** and the only way to lock in or freeze a price is to place it on a complimentary hold (to think about your decision) or apply a deposit (to make a booking). I'm afraid there is not a way to book a price after the cruise line has changed it.
  
  When you spoke to a third travel counselor, ****, later in the day on April 28, 2024, he emailed you an updated quote for the same 12-night sailing aboard the ***** **** 2 totaling $3,708.48. This amount was also reviewed with you on a call with **** on April 30, 2024 before you provided your credit card information to charge the deposit of $385.
  
  I apologize for any confusion that may have taken place, but I was unable to find any instance of your card being charged for an amount not previously discussed with and agreed to by you. Vacations To Go will never intentionally mislead customers about our pricing or the product they are purchasing.
  
  If youd like to cancel your cruise, please let **** know. He will contact ****** to see if any cancellation penalties will be assessed on the reservation. If **** is out of the office or you need immediate assistance,please call us and dial 0 to speak to the next available ************* Specialist.
  
  Sincerely,
  
  ****** *********
  Director, Customer Communication
  **********************

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  The cruise  have charged me $385. The cruise has done nothing for me but charge $385. Their way of making money from you without giving you anything but problems. I dont want lose my hard earned money to someone who is just talking and not giving me anything but problems
  [Provide details of why you are not satisfied with this resolution.]. I want my hard earned money of $385 return. Please. 
  
  Regards,
  ****** ***