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:07/14/2025

  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.

  I made a hotel reservation through my personal ID90 Travel account under itinerary #***********. The reservation was originally placed in my ex-husbands name using his credit card. Before the non-refundable deadline, I followed ***** policy and had the guest name changed to mine, with written confirmation received.Despite this, my ex-husband disputed the charge with his credit card company, and ID90 allowed the reservation to be canceled and refunded even though:The booking was marked non-refundable I updated the guest name within the allowed timeframe The booking was tied to my ID90 account, not his I was not informed that the reservation had been canceled. I only discovered it while traveling internationally. As a result, I had to rebook the exact same room directly through the hotel to avoid being stranded.He paid $1,225 through ID90. I was forced to pay $2,078.78 for the same room an increase of more than $850. I could not afford this at the time but had no choice but to put it on my credit card to secure lodging. This caused serious financial strain during a time that was supposed to be a birthday trip.ID90 has not offered any resolution or support, despite the fact that I followed every proper step and policy as instructed.Desired Resolution:I am requesting a full refund to my credit card to cover the $2,078.78 I was forced to pay due to ***** failure to uphold a confirmed, non-refundable booking.A travel credit does not resolve the financial burden Ive already incurred due to this failure.I also request written acknowledgment that allowing a third-party cardholder to cancel a confirmed, non-refundable reservation which was properly updated and managed under my ID90 account is a clear failure in customer protection and platform policy enforcement.

  Business Response

  Date: 07/14/2025

  To Whom It May Concern at the Better Business Bureau, and Ms. *********** style="box-sizing: inherit; color: rgb(209, 210, 211); font-family: *****-****, *****-Fractions, appleLogo, sans-serif; font-size: 15px; font-variant-ligatures: common-ligatures; background-color: rgb(26, 29, 33);">Thank you for the opportunity to respond to the concerns raised in this case.
  
  We have conducted a thorough review of the matter and would like to provide the following clarification:
  While the reservation was made through a platform account registered under Ms. *** and was subsequently updated at her request to reflect her name as the guest, the booking was paid for using a credit card belonging to *** *******, who was also originally listed as the primary traveler.
  

  At no point was a request made to update or change the credit card associated with this reservation. As such, the original payment method remained active on the booking throughout its lifecycle.
  In accordance with standard industry practices and our internal policies, we are obligated to prioritize and act on requests made directly by the verified cardholder. This is a legal and ethical measure designed to prevent unauthorized use and protect all parties from potential fraud. Upon receiving *** ******** formal cancellation request, we proceeded accordingly. Although the reservation was within the penalty period, a full refund was granted as an exception due to the particular circumstances and the fact that the request came directly from the individual who funded the booking.
  

  We understand that Ms. *** was adversely affected by this situation and sincerely regret the inconvenience this caused. However, the ownership of the booking platform account and any name changes made to the reservation do not override the rights of the credit card holder. In this case, since no update to the payment method was ever requested or completed, *** ******* retained full financial control over the reservation.
  

  We hope this explanation clarifies our handling of the situation. We acted in accordance with our responsibilities to uphold security, prevent misuse of payment methods, and comply with applicable transactional standards.
  Thank you for your time and consideration.

  Customer Answer

  Date: 07/15/2025

  Complaint: 23595745
  
  I am rejecting this response because:
  

  ID90 Travel allowed someone who was no longer listed as the guest to cancel a reservation that I booked under my personal ID90 account, with my name officially updated as the traveler, during a non-refundable periodwithout notifying me or giving me the opportunity to intervene.
  Timeline of Events:
  Booking was made through my account with ******* originally listed.
  On June 17 , I contacted ID90 and had the guest name updated to my name.
  By July 4, the reservation entered a non-refundable penalty period.
  On July 11, ID90 allowed Mr. ******* (the cardholder) to cancel the booking and granted him a full refundwithout informing me, the account holder and listed guest.
  I only found out after the fact, with no warning, no option to update the card, and no notification that the reservation was being canceled in my name.
  ***** explanation referenced potential fraud as part of the justification, but that is misleading. There was no fraud. I was the one who:
  Booked the trip,
  Made the official name change,
  Intended to travel.
  If Mr. ******* falsely claimed fraud or raised concerns, ID90 should have verified the issue with me first, especially since I was listed as the active guest and had full access to the booking platform account. I was given no opportunity to protect or retain my reservation.
  This caused significant disruption to my travel plans and emotional distress. I was left without accommodation that I had secured in good faithbelieving it was non-refundable and fully in my name.
  I am requesting:
  Escalation beyond customer service to an executive-level representative (compliance, legal, or corporate relations),
  A written acknowledgment that ID90 mishandled the situation by failing to notify the account holder,
  Compensation in the form of a full account credit or monetary reimbursement to reflect the value of the lost trip and the unnecessary emotional and logistical hardship caused.
  This case highlights a major flaw in ID90s guest protection and cancellation policy that needs urgent review.
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:06/19/2025

  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.

  On May 23, I booked two rooms for two nights through ID90. Upon arrival at the hotel, I encountered multiple unsanitary and unacceptable conditions in the rooms. The pillows were visibly dirty, the shower curtain had what appeared to be blood stains, and there was dried f**** smeared on the wall. Additionally, my son developed a rash on his back after sleeping in the bed.Despite my discomfort, we cleaned the room as best we could and stayed one night. The following morning, I informed the front desk that we would be checking out of both rooms and would not be staying the second night. I also showed them photos of the unsanitary conditions. The front desk staff contacted the manager, who agreed to issue a refund for the unused night for both rooms, even though my reservation was listed as nonrefundable.The hotel processed the credit accordingly; however, ID90 only issued a partial refund for one room. Ive repeatedly requested to speak with a supervisor, but have been denied. I even had the hotel staff contact ID90 directly to confirm my claim, yet the remaining refund is still being withheld.

  Business Response

  Date: 06/24/2025

  Dear *******, 

  Upon reviewing your case currently being handled with our Customer Support Team under reference Ticket #*******, we truly regret any frustration or confusion this situation may have caused, and we appreciate the opportunity to clarify the matter.
  
  Please rest assured that your case has received our full attention. Since the initial concern was raised, we have escalated your request multiple times with the appropriate teams and our supplier. In addition, as a gesture of goodwill, we issued compensation in the form of travel credits actions we took solely with your satisfaction in mind, even though they were not contractually required - and a partial refund.

  Our records confirm that the partial refund we processed reflects the exact amount approved by the hotel through our supplier, which is the only channel through which we can obtain verifiable confirmation of a refund. We understand the hotel may have provided you with different information directly, and we apologize for any inconsistencies in communication. However, we are bound to follow specific protocols and contractual agreements with our partners, which means we are only able to refund the amount confirmed to us via official channels.
  
  That said, we remain committed to providing a fair resolution and, should the hotel update the approved refund amount through our supplier, we will be more than happy to issue the corresponding difference to you.
  

  We truly value your business and thank you again for your patience and understanding.
  
  As discussed, your partial refund (USD$118.04) as well as your complimentary credits (USD$50)have been processed successfully and the details and any additional information was sent to you via your current open case with our Customer Support Team. Do not hesitate to let us know if you have further questions or concerns. 

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel for 1D 90 Travel. Im flight attendant and couldnt get on the flight. There werent seats as a fly standby. My son a performance at his college. It broke heart I couldnt to to his performance. Hes only nineteen and he was bummed. I was emotional and sad because I couldnt on the flights. I emailed and called to ID 90 and they didnt reimburse me. Also I asked for a credit. I paid for the hotel and it cost $273.02. Im single mom with a college kid. I would like credit for From ID 90. I have used ID 90 and I have always have great experiences please made this right. Thank you.

  Business Response

  Date: 04/03/2025

  Dear ****, 

  We are sorry to hear you were unable to use this reservation.

  Upon reviewing your complaint, we would like to inform you we have opened a request with our Customer Support Team (Reference - Ticket #*******).

  Kindly note this case needs to be escalated via a 3rd party supplier that is in between us and the Hotel and there are protocols we can't avoid as per the contracts and agreements set in place. Further details and any additional information will be sent to you via your current open case with our Customer Support Team. We ask you to please reply back with the necessary details so the agents may continue to work on your request. 
  
  We appreciate your cooperation. 

  Customer Answer

  Date: 04/07/2025

  Complaint: 23141777
  
  I am rejecting this response because I want a credit for the hotel. 
  
  Regards,
  
  **** *****

  Business Response

  Date: 04/09/2025

  Dear BBB Team, Miss *****, 

  Upon receiving the BBB complaint, we promptly initiated a case with our Customer Support Team (Ticket #******* supporting documentation attached) to continue addressing the customers concerns.

  
  We want to assure you that the matter has been handled in a timely and appropriate manner. As part of our ongoing efforts to resolve this issue, we are currently awaiting a required written authorization from the customer, without which we are unable to proceed further. This requirement has been communicated to the customer.

  
  Its important to note that the reservation in question was no longer refundable. As such, we are obligated to follow the appropriate escalation protocols established by our contractual agreements with our third-party supplier, who serves as an intermediary between us and the hotel. These procedures are mandatory and beyond our ability to circumvent.

  
  That said, we have been working diligently to explore a resolution, even offering to make an exception to the standard policy in good faith. However, the customers cooperation is essential to move forward. We remain open and committed to assisting her through the proper channels and respectfully request her continued engagement with our Customer Support Team to reach a resolution.
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a Royal Caribbean cruise through ID 90 for March 24 on Independence of the Seas. We were promised the "world's best family vacation" - but did not receive this. I'm not sure where to begin with the dissatisfaction, disappointment, and anger we have from our experience on this cruise. Everything from rude staff members, sickness from smoke inhalation, dirty room/carpets/pool areas, entertainment being lackluster and staff making weird comments, being treated like a third class citizen because we didnt pay for a drinks package, the escape room, the food being totally ***** and not cooked properly, and waiters at dinner. Everything was shocking and we have done multiple cruises across many of ***'s competitors.We do not expect to pay this much money and get sick from smoke inhalation, have mold in our shower, be dismissed by staff about our issues, be served undercooked meat, and be treated differently "because we didn't buy the drinks package."We tried to give it a shot after day 1, so we stuck with it, but if we could have, we would have left on the Nassau day.We spoke with Allano in guest services while onboard about all of our issues, and he gave us a card with guest services number on, and said to wait and do that after we disembark. We have kept photos of most things like he advised. We have no faith or trust in RCL or ID 90. We both work in the travel industry and we will not be recommending *************** to anyone. We did not get the product or great experience/service we paid for, and as advised through *** guest service, we are requesting a refund due to this unsafe, unhappy, and unwell ti.e

  Business Response

  Date: 03/31/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns regarding your recent experience aboard Royal Caribbeans Independence of the Seas. We understand how frustrating it must have been to encounter issues during a trip that was meant to be a memorable vacation.
  
  To clarify, ID90 Travel is a third-party travel agency that facilitates cruise bookings but does not have control over the onboard experience, service, or amenities provided by the cruise line. As such, while we are sorry to hear about your dissatisfaction, we are unable to process direct compensation or refunds for the matters youve described.
  
  We understand that you addressed these concerns with **************** guest services team while onboard, and we encourage you to continue pursuing resolution directly with them. As a courtesy, we can forward your complaint to *************** for further review. However, we cannot guarantee the outcome of your request.
  
  For future bookings, we always recommend speaking with one of our representatives beforehand to receive personalized assistance in selecting a cruise that aligns with your expectations. Additionally, should any concerns arise during your trip, we encourage reaching out to us directly so we can assist in real-time.
  
  Please let us know if you would like us to proceed with forwarding your complaint to Royal Caribbean.
  Regards, 
  ID90 Travel Team 

• Initial Complaint

  Date:03/06/2025

  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 am writing to request an immediate refund to my credit card for the stay at *************** and suites this week. Upon entering the hotel, my bathroom was totally disgusting with puddles and water everywhere on the bathroom floor and a shower that clearly wasnt clean. Additionally, the room floor did not seem to be cleaned as well from the previous people occupying the room. I brought this to the attention of one of the staff outside and they said they would come clean but nothing happened. We stayed the night but did not appreciate the very dirty bathroom and bedroom floor we entered with. With that being said, I am requesting a partial or full refund to my credit card for the stay. I tried to resolve the issue with the staff who said they would clean more but action wasnt taken.

  Business Response

  Date: 03/10/2025

  Dear ******,
  
  Thank you for reaching out and for your patience as we continue to review the case currently being handled by our Customer Support Team. We sincerely regret that you are disappointed with the resolution provided by the hotel.

  
  Please be advised that this matter must be escalated through a third-party supplier, who acts as an intermediary between us and the hotel. As a result, there are certain protocols and procedures that we are required to follow, as outlined in our contracts and agreements. While we acknowledge your concerns regarding quality issues, we kindly requested that you provide us with any supporting evidence that we could present in our claim, which we did not receive. This documentation is crucial when addressing refund requests for non longer refundable reservations.
  
  As a gesture of goodwill, we have made a one time exception and processed your full refund. The details, along with any further updates, will be communicated to you through your ongoing case with our Customer Support Team.

  
  

  Customer Answer

  Date: 03/12/2025

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

• Initial Complaint

  Date:02/21/2025

  Type:Billing 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 purchased a cruise and were supposed to receive a special promo on-board-credit of $150.00. Because we purchased the cruise 2 days prior to sailing, ID90 Travel was not able to apply the credit. They agreed to add the $150.00 to our account with them. When I went to use the credit this month I was told that it expired. Nowhere is our conversations or emails did they state that this credit would expire. Nor is it legal to have a gift card expire prior to 5 years from date of issue. They do not seem to care about their customers or their business integrity and continue to refuse to resolve this situation.

  Business Response

  Date: 02/21/2025

  Dear ****, 
  

  Upon reviewing your case currently being handled with our Cruise Support Team, we are sorry to hear you are disappointed with the resolution. 

  As per the information available, the cruise was purchased on 4/8/2022 and was eligible for an On Board Credit of $150 from Celebrity Cruises.  As the sailing was on 4/10/2022 Celebrity Cruises did not have time to load the credit before the cruise folio was closed for the sailing.

  Our company agreed to give the members an ID90 Travel Credit of $150 instead. ID90 Credits normally expire in 3 or 6 months, nonetheless considering the situation, we made them valid until May 1st 2023. Exactly 12 months from the date of issue. Its important to note that ID90 Travel Credits are not gift cards and therefore not bound to gift card expiration rules.

  You may review below, the Official Terms and Conditions for General Use of Credits (Credit)
  1. Credits are non-reusable and may only be applied to a members hotel booking. Hotel Credits (CREDITS) will be automatically forfeited if the Hotel Booking is cancelled for any reason, and in that event, will not be replaced.
  2. Credits are non-transferrable, for personal, non-commercial use only, and cannot be combined with any other discounts. Credits have no cash value and cannot be redeemed for cash. Credits which are not otherwise used or forfeited on or before the expiration date will automatically expire on such date and will thereafter be void and of no further force, effect or value. Credits are void where prohibited by applicable law.
  3. ID90 Travel may extend the expiration date of credits at its sole discretion and choose not to extend the expiration date of some credit types. If a Member has not logged into their account within 180 days, ID90 reserves the right to expire the credits with the exception of credits from Virtual Gift Cards.
  4. Credits which are generated through fraud, misinformation, tampering, or the violation of any one or more of the Official Rules and/or ID90 Travels Terms and Conditions will be null and void, as reasonably determined by ID90 Travel in its sole discretion. ID90 Travels decision on all questions, disputes or other matters relating to Credits are final and non-appealable.
  5. If your membership with ID90 Travel is discontinued or terminated by ID90 Travel at any time and for any reason, then any Credits which may be in your account at that time will be automatically forfeited, and you will lose any value that you might have otherwise derived from the use thereof, without compensation.
  6. ID90 Travel reserves the right to modify these Terms & Conditions at any time, with or without notice. Changes may be communicated to you by email and/or by posting on the ID90 Travel website, so please check your email often and review the website regularly. By storing or using Credits, you agree to be bound by any changes we may make to these Official Rules from time to time.

  If you have any further questions or concerns, we encourage you to reach out to our Support Team. They will happy to assist you with any additional inquires or clear out any additional doubts. 

  
  

  Customer Answer

  Date: 02/27/2025

  Complaint: 22973217
  
  I am rejecting this response because:

  
  As you can see from the attached correspondence from ID90 Travel regarding the credit, it was never stated that this credit was limited to a certain period of time or that it had an expiration date. I was told that it would be loaded to my account and that was the end of the correspondence. If the credits expire, then full disclosure of this should have accompanied their response when issuing the credit. In response to their terms and conditions for the use of credits, it states:

  ID90 Travel may extend the expiration date of credits at its sole discretion and choose not to extend the expiration date of some credit types. If a Member has not logged into their account within 180 days, ID90 reserves the right to expire the credits with the exception of credits from Virtual Gift Cards.

  However, nowhere does it actually state the duration of a credits validity or when they expire. And I was never given an expiration date for the credit. This policy is too vague to be considered a valid policy.

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

  Business Response

  Date: 03/03/2025

  Dear ****,
  

  Thank you for reaching out.
  

  Upon further review of your case, the Cruise Team has decided, as a courtesy, to expedite the resolution in your favor. You will receive the original credit amount, which will be issued as Credits valid for one year from the date of issuance. These Credits can be applied to any future Celebrity Cruises booking.
  

  Once the Credits have been applied to your account, we will notify you via email. Any additional updates or details regarding your case will be communicated through your existing open case with our Cruise Customer Support Team.
  

  Should you have any further questions, please do not hesitate to reach out.

  
  

  Customer Answer

  Date: 03/03/2025

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

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room at the *********** at ************ at *** from 12/30/24- 1/1/25. I fall ill and I am unable to make the trip. I asked for a refund and they want me to call the hotel and get a written statement that the hotel is willing to cancel the reservation. The hotel said that they are more than willing to do so but since I booked through ID90 travel they would have to call them to cancel. ID90 said they can not do that. ID90 travel said they need a written letter from the hotel that they are will to cancel the reservation and thatI have to set up. Wouls also have to provide a letter from my doctor before they can try and resolve this matter. Furthermore ID90 travel is requesting a leter from my medical which is a hippa violation. I am tired of getting ping ponged back and forth between the 2. I notified them on 12/23/24 so that is enough time in advance to cancel my reservation especially when the hotel said that they are more than willing to cancel it. Please help. I am not feeling well and this is taking so much out of me. Thank u.

  Business Response

  Date: 01/02/2025

  Dear *****, 

  Upon reviewing your case handled with our Customer Support Team, we are sorry to hear you are disappointed with the escalation process and resolution. 

  Kindly note this case needs to be escalated via a 3rd party supplier that is in between us and the Hotel and there are protocols we can't avoid as per the contracts and agreements set in place as you have chosen a Non-refundable booking and accepted the terms and conditions of this type of reservation.
  
  Even tho the Hotel states they have approved the refund, they have failed to process it back to us as of yet so we will need to continue to negotiate with them on your behalf through our Supplier following the procedure. As a courtesy to you we will re-open your case in hopes to expedite the resolution of your request by continuing to negotiate with the property.
  
  All relevant details and any additional information will be sent to you via your current open case with our Customer Support Team

  Customer Answer

  Date: 01/03/2025

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

• Initial Complaint

  Date:11/13/2024

  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.

  A friend who works at the airport sent me a link to this site she has access to, ID90 Travel. I created an account, put in the dates I was looking to Travel, where I was traveling to and pressed search. I found a hotel for $155/ night, and after taxes, fees, etc it cake to $192.08. I confirmed my purchase and received an email confirmation, stating that amount, everything looked correct on Nov. 08/2024. We got to the hotel Nov.09/2024, and although it wasn't near as nice as it appeared to be in photos, it was fine as all we were doing is sleeping there. We later checked our bank statement and were charged $276.86. After contacting them, they tell me they deal with USD, bit nowhere on the website or confirmation email did it state anything about USD, or any other amount then $192.08. I have screenshot of everything. They were completely unwilling to help. I would have stayed at my sister's house, and never booked that hotel if I had any inkling it would be $277 a night.

  Business Response

  Date: 12/09/2024

  Dear BBB Team, 

  We thank you for bringing this request to our attention as we sadly had not received the BBB Complaint when it was first received. 

  We are saddened to hear Miss ******* is disappointed with our service, as well as the resolution provided to her by our Customer Support Team on Ticket #*******

  Allow us to further review this case in detail and we will provide further details accordingly. 

  Customer Answer

  Date: 12/09/2024

  Complaint: 22551071
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:10/11/2024

  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.

  Hotel reservation made at *************** ****** on Sept 15, 2024 and canceled on September 16th prior to the deadline for a full refund. I have not received my refund despite several contacts with the business and the business acknowledging that my request is valid. Business states they attempted a refund and that it "failed". They asked for ****** info, but I didn't get a reply from them after providing my account information.

  Business Response

  Date: 10/15/2024

  Dear Kevin, 

  Upon reviewing your case handled with our Customer Support Team, we are sorry to hear you are disappointed.
  

  We would like to apologize for the inconvenience you experienced with our system as we understand your refund was not processed automatically and had to be manually processed by our team. 

  Kindly note your refund was successfully processed via Paypal as per your wishes this past October 11th as you will see in the documentation attached. As well, as a courtesy to you due to this matter, we have approved a compensation in the form of Credits that has already been processed into your ID90 Travel account and is available for you to use at any time.

  Any additional information will be sent to you via your current case with our Customer Support Team. Don't hesitate to let us know if you have any additional questions.

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22408494, and find that this resolution is satisfactory to me. It simply took much more time than necessary to resolve - 25 calendar days.
  
  
  
  Regards,
  
  
  
  Kevin Murphy

• Initial Complaint

  Date:10/02/2024

  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.

  Agents are not knowledgeable. Hours before you get a call back. They have many different numbers to call to get same recording. You have to select an agent name (how would you know which agent name to select) then you're forwarded to agent. Recording says after 10 min call back but it cuts off at 6 minutes. This is the worst travel agency I have ever encountered. I will never ever do business with them again and I will spread to word about this agency. One agent told me they only have 2 people work Saturdays! Really. I spent FOUR hours 3pm to 7pm today (oct 1st 2024) trying to get an agent to add a package on my cruise! Never happened. Stay away from Id90 travel. We made payments on our cruise. Everytime we wanted to make payment. It would take 2 weeks of calling and shoutingemails to finally get an an agent! I was so happy when paid in full and never have to deal with them ever again. But, we wanted to add a package to our fully paid cruise..I guess this will take another 2 weeks to get an agent who can take my payment.

  Business Response

  Date: 10/03/2024

  Dear Robin, 
  
  Thank you for taking the time to share your feedback. We deeply value our clients' experiences and are committed to addressing any concerns to ensure a positive relationship moving forward. We understand your concerns about the delays in communication, the process of selecting agents, and the call-back system and we have shared your feedback with the managers and leaders of the relevant teams. 
  
  
  After a thorough review of your case, we see that our records indicate that all your inquiries have received responses within 24 hours. We recognize the importance of prompt communication, and we strive to consistently meet that standard.  In addition, our records show you contacted our Customer Support Team (that handles Account, Flights and Hotel related matters only) multiple times, rather than our Cruise Team, which handles matters related to your booking. This may have contributed to delays in addressing your concerns. We sincerely regret any frustration this may have caused and would be happy to guide you on how to reach the appropriate team directly in the future for a more efficient resolution. I've included the contact details below. 
  
  
  Cruise Customer Support: 
  Phone number: 1-877-214-5485
  Email: [email protected] 
  Hours: Monday to Friday from 8 am to 7 pm CST / Saturday from 10 am to 2 pm
  
  
  Customer Support: (flights, hotels, resorts, cars, login and account questions)
  Phone: Local +1. 817.767.4041 / Toll-free 877.298.5233
  Email: [email protected]
  Hours: Daily from 6:00 am CST to 10:00 pm CST.
  
  
  Thank you again for your feedback.