Rob H Aay

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Beware UTO Vacation

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Found a 9-Night Phuket hotel package deal through UTO Vacation on TravelZoo for $198 per person. We booked two rooms for our family of five and paid the full amount, $995 in January, only to find that the 9-day package only included 7 hotel nights.

UTO's initial ad promised a 5-star beach resort with the name to be released a month before the June 2023 trip date.

In later correspondence, that was switched to "beach accessible" hotel. The hotel we ended up staying at was in the hills, more than a kilometer away from Kalim Beach, a 17-minute walk. The hotel only provided one free shuttle ride to Patong Beach at 10 am each day and warned that it filled up quickly.

So much for "beach accessible."

Then, just a couple weeks before the start of the trip, UTO sent us a bill for an additional $350, claiming that the hotel didn't offer three-person rooms even though UTO listed "triple room" on our initial billing statement. UTO also tried charging us another $40 per person for "compulsory tips."

We refused to pay either of the charges.

Because of the poor location of the resort, we ended up leaving the hotel after just three nights, with no refund for the unused nights.

UTO Vacations was a nightmare to deal with and is the worst travel company we have ever used.

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Preferred solution: Apology

User's recommendation: Stay away

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UTOvacation - BEWARE
Updated by user Jun 05, 2023

Rude answers from UTO Vacation in most cases and they do not acknowledge the facts that they cancelled without notifying me and they cancelled me in February 2023 when the last payment was supposed to be in May 2023 according to the documents that had provided (I have it in print). The have refused to refund the money they were supposed to keep in a Trust fund. And according to them they cancelled because they had limited space, so they are just pocketing the money.

Original review May 05, 2023
BEWARE. It looked like such a good deal.

We booked in Nov 2022 for a trip in Nov 2023. Per documentation (we have copies) last payment was supposed to be May 2023. One month (April) before last payment I contacted them to get status on visas process. They claimed they had sent an email in February (that email was never received) and was told that I was dropped by the list and couldn't go to the trip (I have the chat conversations).

They didn't even had the courtesy to send an follow up or send email to let us know we have been dropped. The are claiming that I "cancelled" the trip by not responding to that email and refuse to return our money. The would not admit that they cancelled us. BEWARE of this company.

I have traveled to China before with another company and those deceiving practices were not used. Search the internet for other similar scams from UTO.

Report them if you are one of their victims. They have been suspended by their local BBB.
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  • Deceiving company

Preferred solution: Full refund

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