Complaints

This profile includes complaints for Apple Leisure Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apple Leisure Group

  8969 N Port Washington Rd Milwaukee, WI 53217-1634

• 

  Apple Leisure Group

  8969 N. Port Washington Road Milwaukee, WI 53217

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:07/24/2025

  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.

  Last year in April I booked and paid for a vacation so my Aunt ***** could come with my daughter and l to *********. The trip was scheduled for August 4-9, but ***** became ill and could not make it; I cancelled her trip and was told there would be a penalty in the amount of $99.28 because the trip was cancelled 48 hours before departure instead of the 72 hours deadline. I was promised that I could use the remaining balance for an upcoming vacation as long as it was used by September4, 2025. I reached out to Southwest Airlines and Southwest Vacation so I could use the balance as a credit for my trip that's coming up in August. One of the agents told me if I could submit a death certificate, she'd give me a "credit right now." I submitted the death certificate; the agent explained to me that the funds would be returned to the original form of payment. I told her that my checking account was hacked; so therefore, I had to get a new checking account and debit card. She told me that it would be sent to the card on file, but once it bounces back to them then I would receive a check in the mail. I have been given the run around since April *******. With every call I have been given different information/lies which has stressed me out to the capacity. On Southwest Vacation's website under cancellations without travel protection "Flights are non-refundable and will be issued in the form of an airline credit valid for future travel. A $40 processing fee will be assessed to refund a previously applied credit card payment and recharge the payment to a different card." I've asked numerous of times for a credit, but yet again was told that "the funds have to bounce back to them then a check will be mailed to me." I was told by an agent "the funds were returned to the original form of payment on 4/21/25." I checked with ******* and that was a lie. On my following call I was told something completely different. I was asked to give them "30 business days to process the funds.

  Business Response

  Date: 07/28/2025

  Hello Ms. ***************** sincerely apologize for the inconvenience this has caused you.

  We do need additional information to address this case.

  Could you please provide us with the original Reservation# and we can give you more details?

  Thank you.

   

  Customer Answer

  Date: 07/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:07/03/2025

  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.

  Flight plus all inclusive package to ********** for departure 7/5/25.4 people.*******************I was in need to shortened this trip (from 7 nights to 4 nights) due to an illness in family.I had purchased back in 1/2025.I was outside of Hotel stated cancellation window. AND, furthermore was sold travel insurance thru SW vacations that I was told would cover my needs - turned out to be worthless.The story I was given is that cancellation could not be approved because there were no longer rooms available at the resort, and thus an adjusted refund amount could not be calculated. This is a bizarre statement to myself (and anyone I have attempted to explain).I ended up having to cancel the entire trip, because I cannot afford 3 days for 4 people in an all inclusive resort involving an unoccupied room - that Im sure they was then resell. I attempted to rebook immediately after cancellation, assuming the room would be available- but it was not.The entire trip and week is ruined for four people. There was a large group of family / friends that booked thru another agency that are disappointed (and somewhat suspicious that I just didnt want to go- because the explanation although true, is simply unbelievable.) and, obviously, the 4 of us are left devastated.Had I booked thru the Hotel, I would have received an adjustment to credit card with no questions - so I am essentially horribly penalized by trusting this entity.Furthermore, they are issuing travel vouchers that are worthless to me, as I never plan to again attempt to use their service- and certainly would like others to consider my experience as well before booking.

  Business Response

  Date: 07/09/2025

  According to our records, the client booked a reservation on January 17th for travel scheduled from July 7th to July 12th for four passengers.

  
  Two of the passengers purchased Southwest Travel Protection, while the other two opted for During Travel Protection.

  
  At the clients request, we contacted the hotel to inquire about a change of travel dates. Per the hotel's policy, the reservation would need to be canceled and rebooked. Unfortunately, the new dates the client requested were not available.

  
  Given the circumstances, the client requested a full cancellation of the reservation.

  
  A refund for the land portion of the trip, minus the cost of Travel Protection, was issued in the amount of $4,974.23 to the credit card on file. Additionally, the client retains a Southwest Airlines travel credit for two passengers totaling $2,043.58.

  
  No further refunds or compensation are being offered at this time.

  
  

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response reflects the deception, ineptitude, and unwillingness to meet the customers basic expectations that I have experienced throughout. 

  I was sold 2 types of travel insurance because my vacation plan excluded flights for 2 people. I was TOLD the hotel was covered by BOTH, but I only needed complete coverage for those using flights as part of plan.  
  The Hotel was NEVER contacted by SW vacation representative (thats a pure fallacy)- I was on the phone the entire time. I was told I couldnt resolve through the hotel, since it was booked thru SW vacations. BUT, the Hotels policy is clear for a FULL REFUND (not credit) if cancelled out of a 4 day window. Furthermore, I was not booking new unavailable dates - its the SAME dates, just cancelling the last half. The representative tried to tell me the refund couldnt be calculated in real time rate because no further like rooms were available. Thats just a mockery- everyone I talk to is dumbfounded.

  Bottom line is I lost the entire vacation ONLY because it was booked through SW vacations, who was not willing / able to facilitate a justifiable and seemingly simple modification. (Even being outside of cancellation window AND having been sold travel insurance - albeit in a deceptive manner). I really have no use for the credit - wouldnt be foolish enough to risk a similar circumstance.

  I will forward the experience to *** - but it appears the companies are only loosely affiliated. Still they should be aware of the customer experience they advertise. People should be extremely cautious using this company- there exists a multitude of other reputable choices. 

  
  Regards,
  
  ****** Albert *******

• Initial Complaint

  Date:06/30/2025

  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.

  Norlith ******* is a friend of mine who sells package trips through ***. My sister and I used ********* services to purchase a group trip to ******. Due to the lack of participation, we decided to cancel the trip. After the $200 cancelation fee, we have a credit of $1,119.02. As you will see in the attached letter from ALG, we can use this credit with either ALG or with Southwest Airlines. I've made several attempts to use my credit with Southwest, only to find out that *** has blocked us from using the credit with SW for a full year! This is fraud and I want a refund ASAP! Thank you for your time.

  Business Response

  Date: 07/03/2025

  Good morning, 

  Unfortunately, Southwest Airlines changed their policies. The new policy is as follows: 

   

  AV, BB, BST, CC, FJ, GBS, HIC, TI   Wanna Get Away  All 

  Discontinued on May 27, 202

  Ticket is exchangeable.

   For tickets issued 7/28/22 -5/27/25, valid for 1 year with ALGV.  After 1 year, a credit is issued by ** which can only be used directly with the carrier.

  $0 per person change fee
  Residual value MCOs offered.

   

  This reservation was created March 6th, 2025. There is NO travel protection.

  Southwest Airlines, does not any longer make Travel Funds available. Therefore, they will have the credit of ******* (******pp) available with us at Funjet.

  After 1 year, Southwest Airlines will have the credit available if not used. 

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  For your reference, I've attached two screenshots. In the first screenshot you will see that we cancelled our trip on May 20, 2025, seven days before Southwest's "policy change." The second screenshot is an email from Mr. ******* with ALG Vactions/Funjet Vacations, that clearly states that we can use the credits with Southwest this year (2025).

  I am requesting that ALG Vactions/Funjet Vacations transfer our credits to Southwest immediately, if not, I must demand a full refund to my original form of payment expeditiously.

  I'd like to thank both BBB and ALG Vactions/Funjet Vacations for your time and attention to this matter.

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

  Business Response

  Date: 07/18/2025

  Southwest Vacations maintains the same new implemented policy effective 06Mar2025.

  The policies surrounding Southwest Airline credits are determined by Southwest Airline itself, as part of a third-party agreement. In this particular case, the airline credit (AC) was originally issued on March 6, 2025, and was valid for one year through March 6, 2026. During that time, the credit could only be used by booking through Funjet Vacations with Southwest Air, as per the airlines policy.
  Once that one-year period passes, the airline automatically converts the credit into a direct airline credit, which must then be used directly with the airline, outside of our booking platform.

  Customer Answer

  Date: 07/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Each time FUNJET responds to the complaint they contradict theirselves by stating a different policy, date, and company. The July 7th response quotes Southwest "AIRLINES" changes discontinued on May 27, 202. Please note the incomplete date used in the 7/7/2025 response regarding the discontinuation. The July 21st response quotes Southwest "VACATIONS" as 06Mar2025.  So far they have responded with two different dates as well as policies from two different companies - as Southwest Vacations is not directly part of Southwest Airlines. I'm attaching copies of the two different messages from the business for a side by side comparison.  

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

  Business Response

  Date: 07/29/2025

  Hello

  We do sincerely apologize for the confusion. As a customer courtesy, we will change the flight only Travel Credits $1119.02 to a refund of the original form of payment **** ending **47.

  Please allow up to 10 Business Days for this to be processed.

  We will send an updated email upon processing.

  Regards,

  Customer Answer

  Date: 08/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  

  Additionally I understand that my credit card will be credited back $1119.02 by August 13, 2025. Thank you all for resolving this matter. 
  
  Regards,
  
  ***** *******

  
  

• Initial Complaint

  Date:06/30/2025

  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.

  Booked Southwest Vacations (Apple Leisure) for CVG-LAS June 1920. Charged $1,657.71: airfare $1,099.06 (2 Basic/Wanna Get Away tickets), hotel refund $442.99, travel protection $115.66. Airfare is ~60% above published rates. Repeatedly requested fare invoice/tax breakdown only received vague replies citing bundled pricing, yet they itemized hotel, protection, and airfare costs, refusing actual documentation.Also booked a newly remodeled Luxury King ***** at The Venetian, but on arrival was told to pay unexpected upgrade fees for the promised room type.Desired resolution: Provide full fare documentation or issue partial refund reflecting market rates, plus review of the misleading hotel *********************** charges.

  Business Response

  Date: 07/02/2025

  Good morning, 

  The guest did purchase a package rated trip. ******* May 14th PIF. Guest cancelled reservation due to changing the dates. 

  Guest received back $442.99 in Travel Credits for the hotel and ******* cash refund for the air. The amount kept was ****** the cost of the travel protection that is non-refundable. 

  Thank you. 

• Initial Complaint

  Date:05/19/2025

  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.

  Placed a trip online through apple vacation, Had to reschedule my vacation due to family issues, the agent I spoke with on august 19 and advised I needed to reschedule my trip. He advised I had to pay a 1 day fee per reservation cancellation. I advised I was not cancelling the trip but rescheduling it. He advised he would send an email to the resort to confirm I would not be charged and fee and when they respond my charges would be refunded. I have called in 3 separate time to get my refund on to hear they have not heard from the resort. This is not true as I have spoken with the resort 3 separate times and they confirmed they are not charging me a fee. I received an email today from the resort again confirming I should not have been charged a fee apple vacations is still refusing to refund stating it is under investigation.

  Business Response

  Date: 05/29/2025

  Per our records this issue was fully resolve and a refund was issued after making a change to the reservation. 

  We are sorry for any inconvenience the client may have felt to experience during this process.

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  Azalea Plump
  

• Initial Complaint

  Date:05/02/2025

  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 this reservation and added trip protection which I was explained that if I cancel, I can have my full refund. When I canceled this trip on April 14, I was explained on the call that I would receive 5 refunds. 1 for the hotel in the amount of $1123.92 (which I've received) and the other 4, $861.24 each, totally $3444.96 within 10 business days. Which I confirmed multiple times on this call (Apr 14). I called back today to get the status of my refund to be told that the $861.24 is non refundable and it's being kept for future flying usage. This was NEVER explained to me. So now this gentlemen I was on the phone which took over 30 minutes to submit a claim that these calls will be reviewed, which is fine I know what they say (in my favor) and they'd get back to me. He couldn't provide any sort of timeline which is frustrating. I want to ensure this is completed in a timely ****** and correctly in my favor, reason for this complaint.

  Business Response

  Date: 05/05/2025

  in review of this canceled reservation, the client was advised correctly that the airfare was going to be issued as a travel credit which is in accordance with the Travel Protection that was purchased, and used to cancel the reservation. Here is the description from the documents sent to the client. Inclusions: Pre-Departure Penalty Waiver provided by Southwest Vacations and other ********************** provided by **************************'s designated provider
  Cancel for ANY reason and get a full refund less the cost of the travel protection and the cost of flights (issued as an airline credit for future travel)

  We have also reviewed the phone call with you and the agent, as reported to you on May 2, 2025 no agent error, you were advised correctly of a refund for the hotel portion and air credit for the airfare in each of the four passengers names, just as the Protection plan provides. We apologize for any confusion. The reservation has been cancelled in accordance with the protection plan which were described in our documentation and available at the time of purchase. No refund is available for the air portion.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 05/05/2025

  The company is stating they heard different than what I know what said on the call. I know what was said because I took notes while I was on the call. I specifically asked the agent the amount of the refunds. He said I'd see 5 different refunds and I asked if they'd show as 5 different refunds in my account. He said yes. I am to receive 4 refunds in the amount of $861.24 for the flights as I received the refund for the hotel already. Nowhere on the call does it say I am to receive flight credit only. The call was never offered for me to listen to. Myself or someone from BBB should be allowed to listen to the call. I KNOW what was said to me and it doesn't align with what I'm being told. Therefore, I will not accept this being pushed to the side. And how rude they don't even take the time to call me, just send correspondence. 

  Business Response

  Date: 05/06/2025

  Hello Thank You so much with sharing the complaint with us.

   

  I have attached the rules of the Southwest vacations trip protection that states that the air will be issued in credits. This information is sent to the guest with the reservation confirmation on the same day it is confirmed. The information was shared with the guest in a timely manner.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again, extremely rude to not contact me via phone and allow me to listen to the call which clearly doesn't align with what you're stating in your responses. I was specifically told that I'd receive the 5 refunds to my account. I'd appreciate this company to stop ignoring my requests, and allow BBB to listen to the recorded conversation or just go ahead and give me my refund as again, I took notes during the calls and wrote what I was told. Nowhere did any agent mention that I'd receive flight credits. 
  
  Regards,
  
  ******* ******

  Business Response

  Date: 05/08/2025

  At this time our position remains the same.  No further refund or compensation offered at this time.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don't agree with this company not taking ownership of their wrong doings. The absolute disregard for this is disheartening. Not to mention, I received not one single phone call to talk through this, not one offer to hear the recorded calls myself or for a 3rd party like BBB to review. In this case it's easy to lie. I know what was said, I know the notes I took and knowing the company is not sincere will surely make me not work with them in the future. I will also be sure not to recommend and post this situation everywhere I can. This is very bad for business. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/21/2025

  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.

  Refund and/or travel credits for Southwest Vacations travel. Canceled on Feb 27, 2024, Travel credit issued for $1,606.00 Travel credits have expired, I have no service, refund, or value for the $1600 that I provided to them. Reservation # A9733304

  Business Response

  Date: 04/22/2025

  Good morning, 

  The travel credits that ***** received on 2/27/2024 advised expiration date. Guest needed to book a new reservation by that date. It did not happen. Unfortunately Travel Credits are expired and unable to reopen. 

  Guest still has his AirFunds with Southwest Airlines available, these can be seen under View Travel Funds on the Southwest Airlines website. ***** *** use code: 2OIPMK 

  I have attached a screenshot. 

• Initial Complaint

  Date:04/02/2025

  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.

  Good morning,I am writing to formally complain about my experience at ******************************. I had a five-day reservation that began on March 28th. Due to a language barrier and the resulting misinterpretation of a conversation, I was unjustly evicted from your resort. This was compounded by the complete lack of assistance and the verbal abuse I endured. As a woman traveling alone, I found this treatment alarming and unacceptable.The resort's refusal to provide any support, coupled with management's dismissive response (referring me to public sources for the owner's contact information), placed me in a vulnerable and unsafe position. I was abandoned without housing, transportation, or a clear understanding of the reasons for my eviction. My desperate requests for a short extension to secure travel arrangements were denied.I am proceeding with a formal complaint and will escalate this matter to the highest authority, including seeking legal counsel. This treatment is unacceptable and demands a swift and thorough resolution.

  Business Response

  Date: 04/10/2025

  Hello,
  During the guests stay, there was an argument that escalated into a physical altercation. As a result, the guests were asked to leave the property.
  The hotel charged only for the nights that were used, and a refund of $2,117.90 was issued for the unused nights. Please note that the clients utilized their airfare and stayed for part of their reservation, so there will be no refund for the air travel or the nights already used at the resort.
  If you need any further details, please let me know.
  Best regards,

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

  Post Travel Consultant

• Initial Complaint

  Date:03/24/2025

  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.

  Date: March 31, 2024 Amount: $438.52 Service: Travel booking for ********** from 6/20/2024-6/24/2024 On the day of my trip, the airline caused me to miss my flight. I immediately contacted my travel agent, ***************************, to inform her and request a refund. She refused, citing a 24-hour advance notice policy, which was impossible to follow since I missed my flight the same day.Despite proving that the airline was at faultresulting in the airline issuing me a full refundApple Vacations still denied my request. I also tried to dispute the charges with my bank, but they informed me they couldnt assist because the charges had already posted to my account before I canceled with the merchant.I had extreme difficulty contacting Apple Vacations directly. Every time I tried, I was told they could only speak with my travel agent, ***************************. Unfortunately, ****** was unresponsive, dismissive, and full of excuses whenever I attempted to resolve the issue.I paid for travel insurance expecting protection, but was only offered a $200 credit toward another hotel instead of a refund. I attempted to use this credit on multiple occasions, but ****** either ignored my requests, delayed responses, or made it impossible to use. As a result, I have not been able to use the credit at all. This seems intentionally designed to prevent me from benefiting from the compensation I was promised.I have email documentation from ************** confirming the purchase of travel insurance. Apple Vacations policy states that if insurance is purchased, customers should receive a credit minus the nonrefundable deposit and insurance cost. Even under their own policy, I should have received more, but I was only offered $200 and forced to go through the same uncooperative agent.I have made several attempts to resolve this matter, but Apple Vacations and ****** ******* have been uncooperative. I am requesting BBBs assistance in securing a full refund of $438.52 from Apple Vacations.

  Business Response

  Date: 03/27/2025

  We are writing in response to the clients concerns regarding their group reservation with us.

  
  Upon reviewing the details of this group reservation, it appears that the client purchased a land-only package, which included the hotel, transfer, and travel protection. However, the client booked their own airline ticket separately, outside of this package. The departure date for the reservation was scheduled for June 20th.

  
  Unfortunately, we did not receive any notification from the client indicating that they were unable to travel due to a flight cancellation. As stipulated in the terms of the travel protection they purchased, we must be informed of any cancellations prior to travel in order to avoid penalties imposed by the resort. In this case, the resort applied a two-night penalty.

  
  To assist the client, we issued a travel credit for the unused portion of their reservation, amounting to $229.40. The client was sent an email confirming the details of this travel credit, including the expiration date and instructions for use. When the client is ready to rebook, they can contact our customer service center at ************.

  We regret any inconvenience the client may have experienced and appreciate their understanding of the policies in place.  At this time no refunds or credit is being issued.

  We look forward to assisting them with future bookings through Apple Vacations.

   

  
  

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Dear BBB Representative (****** ********),
  
  
  Thank you for forwarding the response from Apple Leisure Group regarding my complaint (ID: *********.
  
  
  I am writing to clarify that I never received any email or notification about the travel credit Apple Leisure Group claims to have issued. The company states that they sent an email confirming the details of the travel credit, including the expiration date and instructions for use. However, I have thoroughly checked my email inbox, spam, and junk folders, and there is no record of receiving such an email.
  
  
  Furthermore, I have not received any credit amounting to $229.40, as they are stating. Therefore, I am kindly requesting that Apple Leisure Group:
  1. Provide proof of the alleged email being sent, including the exact date, time, and email address it was sent to.
  2. Resend the travel credit details to my verified email address, ensuring that I receive this information.
  3. Provide a valid resolution to this issue since I have not received the credit or any communication confirming it.
  
  
  I look forward to their response and hope this matter can be resolved amicably. Please let me know if you need any further information from me.
  
  
  Thank you for your attention to this matter.
  
  Regards,
  

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

  Business Response

  Date: 03/31/2025

  Good afternoon, 

  Here is a copy of the Travel Credits showing for ******* **********. We do apologize, there was a brief email issue with the company. We are fixed as of now. 

  Have a great week! 

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the updated communication from Apple Leisure Group. While I see that they attached a screenshot showing a credit of $229.40 in their internal system, I want to be clear: I never received any email or formal notification about this credit, nor have I received any instructions or method to redeem it.
  
  
  As a customer, I cannot access an internal system or use this credit without proper documentation. Therefore, I am still requesting:
  1. That Apple Leisure Group email me directly with the full travel credit information, including:
  A confirmation of the credit
  Instructions on how to redeem it
  Any code or reference number I need
  2. That they verify and confirm which email address this information was originally sent to (if any), as I never received anything.
  
  
  Until I receive this information in a usable form, I cannot consider this issue resolved.
  
  
  
  
  
  
  Regards,
  
  ******* **********

  Business Response

  Date: 04/01/2025

  Please be advised that a copy of the travel credit issued has been email directly to the client as requested.  The prior email had been sent to the clients travel agent.

   

   

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dear Apple Vacations Team,
  
  
  Thank you for your recent communication regarding my travel credit for Reservation ID ********. While I appreciate finally receiving the credit details, I need to formally dispute the amount issued and request that this matter be reconsidered.
  
  
  I was informed by my travel advisor, Sierra ****** *******, that a travel credit would be issued and that the travel protection plan fee was non-refundable. However, I was never sent the email containing the credit details or instructions to access it until I followed up personallymonths after it was supposedly issued.
  
  
  What I strongly dispute now is the credit amount of $229.40. I missed my flight due to Southwest Airlines error, not my own. The airline issued me a full refund of $593.70, as youll see in the attached confirmation from Klarna. That means no airfare costs were absorbed or covered by Apple Vacationsso the travel credit amount should reflect the full land-only portion of my package, minus only the travel protection fee.
  
  
  To support my position, I have attached:
  A copy of the email from my travel advisor outlining the travel credit terms
  A copy of the Southwest Airlines refund confirmation
  
  
  Because of these circumstances, I am requesting the following:
  1. A recalculation of my travel credit to reflect the full land portion of the reservation
  2. An extension of the expiration date beyond July 20, 2025, since I did not receive access to the credit in a timely manner
  3. If these conditions cannot be met, I am formally requesting a full refund of the amount owed
  
  
  This entire experience has been not only frustrating, but also extremely unprofessional. I have had to chase down information that should have been provided to me upfront, and Im still left trying to correct mistakes that werent mine to begin with. I trusted your company and my advisor to guide me properlyand I feel that trust was mishandled.
  
  
  I hope Apple Vacations will make this right and respond appropriately.
  
  
  
  
  Regards,
  
  ******* **********

  Business Response

  Date: 04/07/2025

  
  In review the client purchased a land only booking for 2 passengers.
  Air was no included with this package and is not protected by Travel Protection Plan that was purchased with this land only booking. 
  We do see that the Funjet Travel Credit was email to the email address on the reservation at the time of cancellation: ********************************.
  We reviewed the clients Funjet Vacations travel credit amount and see that it was calculated correctly.
  As stated below" If the number of individuals occupying a room decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate.
  In this case she was issued a travel credit for the decrease in the cost between a double and single room as per the terms of the plan, see below as well as the cost of the Travel Protection.
  
  The following items are not refundable under Travel Protection Plus
  "No Show" situations where the traveler does not check in and denied boarding situations are not covered
  Non-refundable hotel rates
  Any non-refundable deposit fees
  Air not purchased from Apple Vacations
  If the number of individuals occupying a room decreases, the remaining travelers will be responsible for additional costs incurred as a result of a change in the per person occupancy rate
  Nonrefundable travel agent fees may be included in your package price. Please consult your travel agent.
  No name changes or substitutions on travel protection plans
  Cost to change to an alternate scheduled airline as a result of an airline schedule change prior to departure
  The cost of the travel protection plan
  
  Again, we are sorry for any felt inconveniences.  We are unable to offer an extension on the travel credit issued at this time.

• Initial Complaint

  Date:03/17/2025

  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.

  Reservation Number: C4B8234U Confirmation Number: JY75M6 There seems to be a discrepancy in the name of this company. I booked a vacation with United Vacations *************************************************************************************************************************************************************************************************************************** on 11/29/2024, 1-************ It appears this company may be listed under multiple other company names such as; Apple Leisure Group and/or Southwest Vacations.Since my initial booking I have received multiple changes to my airfare itinerary causing me ongoing conflict.After the 4th or 5th change, I emailed customer service requesting that they stop changing my itinerary as it's disrupting my plans making me unable to rely on any final times times and impossible to accommodate my schedule. Then, on March 7th, I received yet another change to my booking at which time I have reported this incident to the Better Business Bureau but it may have been accidentally routed to the wrong company. I have since tried to report this incident several times in order to get it to the correct company. If the company does not respond, I would like to escalate it to the appropriate attorney general to look into the matter if needed.Since there has been no response I have also emailed the company through the United Vacation website.I'm very distraught as all the changes are not what I booked and are in turn disrupting the *********** bookings. I should not have to suffer any further distress or penalties due to constant cancellations because none of these changes are my doing. It's United Vacations via MKECO-SMB-AirScheduleChange that are making the changes literally ruining any vacation plans that I had.I Paid: $250 deposit and would like to cancel the booking ASAP with a full refund of my $250 refunded back to my bank without penalties.

  Business Response

  Date: 03/18/2025

  Good afternoon,

  
  United Vacations is indeed part of Apple Leisure Group, and we work with multiple parties.

  
  Please note that the airline is responsible for all changes to the air travel, not United Vacations. These changes have been made by United Airlines, and the client has already accepted the change via ******.
  If the client wishes to cancel, they will need to call in and cancel the reservation directly. We will then submit a request for the deposit refund from the airline. However, since the client has accepted the change, the refund is not guaranteed.
  

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did NOT accept the changes on March 7th.

  I also received the email below in which I replied to proceed to a full refund but I have NOT received the refund yet.

   On Tue, Mar 18, 2025 at 10:32?AM MKECO-SMB-AirScheduleChange <************************************************************************************> wrote:
  
  Hello *******,
  
  I tried to reach out by phone. The flights are eligible for refund due to the changes. This makes the rest of the booking refundable as well.
  
  Please let us know how you would to proceed.
  
  I apologize for any inconvenience, but our airline partner had operational changes that affected your original flight times. We unfortunately have no influence or control over the airlines flight schedules. 
  
  Our current operating hours of the Airline Schedule Change team are Monday-Friday 8am to 7pm CT or Saturday from 10a to 3:30pm CT. If you need to discuss this booking with us further, you can call our toll fee schedule change line at United Vacations and ************.
  
  Thanks
  Aysia 
  Regards,
  
  ******* ******

  Business Response

  Date: 03/19/2025

  As of today 19March2025 This reservation is cancelled and a request had been made for the refund of the $250.00 back to the client. Please allow one billing cycle to see that refund on your credit card statement. 

   

  General Comment called ua s/w ******* air is canceled and a rfund requestd sholbook/schedchg/jscott 19Mar25 17:43
  General Comment CHG/AIR I*V PLS *OTE *** SE*T EMAIL TO CXL * REQ FULL REFU*D I WAS ABLE TO CXL UA *DC VIA GRAPHICAL * VER SAME AT ****** 19Mar25 17:43
  General Comment I DETACHED ********** RES * SE*T ACC FORM TO REFU*D DEP AT $250TTL ADV *** OF SAME 19Mar25 17:43