Anonymous
map-marker Newport News, Virginia

TRYING TO GET A REFUND

I'M SCHEDULE TO GO ON VACATION IN OCTOBER 2020, I WANT TO CANCEL AND GET MY MONEY BACK. THE RESERVATION #015670E3 PLEASE Expedite MY REFUND! ASAP THANK YOU, OSCAR F KEMP SR 015670E3
View full review
1 comment
VacationsToGo_Cust_Svc

Thank you for writing, Mr. Kemp.

I see that you were able to cancel your reservation on May 30. Due to COVID-19, Funjet is taking up to 90 days to process refunds to the original forms of payment. Funjet will send most of your refund back to your credit card, except for one payment that you sent to Vacations To Go via cashier's check.

Once we have received that money from Funjet, we will issue your refund check for the last payment. We appreciate your patience during this unprecedented event and hope that you are staying safe and well.

Anonymous
map-marker Columbus, Georgia

Cancellation

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Hello, I have been trying to contact my vacation specialist Dante Nevins for the last 3 weeks and have been unsuccessful. I am trying to cancel this booking B81QW1 and the link on VTG states to call Carnival. So I contacted Carnival and the representative informed me that I and my husband was booked under a group in which we did not authorize so I could not cancel the reservation. Now as a consumer/ customer this is deceptive and not good customer service. I am very disappointed to know this has been done and would like to speak to someone about my booking. Thanks
View full review
1 comment
VacationsToGo_Cust_Svc

Thank you for writing, Rashania. We apologize for the difficulty you've had in reaching Dante.

He was furloughed shortly before our headquarters was shut down due to the virus but we have had teams of managers available to assist you in his absence. I see that you've spoken to a few of them since this post. We're sorry if you were under the impression that we were deceptive or did something without your permission. When Carnival states that you are in a group, it means that Vacations To Go set aside a handful of cabins at a cheaper rate and booked you in one of those cabins.

It does not mean you are traveling with a group of strangers, eating dinner with them or staying cabins near one another. It only means you are taking advantage of a lower rate we secured. Now that your sailing has been cancelled due to COVID-19, we hope that Carnival has processed your refund. If you are still waiting on it, please let us know and we'll be happy to call them for the status of your funds.

Thank you for your patience and understanding during this unprecedented event. We hope you and your family are safe and well.

Charlene D Uio

To cancel my cruise trip in August

I have been trying to get through to them for about a week. They emailed me this customercare@***.com to try to respond to. There is no link for cancellations. I am just frustrated. I have COPD and was told not to go on this trip. I just want a confirmation that I am cancelled and my refund returned to me. If someone knows how to reach them, please let me know. Thank you.
View full review
1 comment
VacationsToGo_Cust_Svc

We apologize for any frustration or difficulty in reaching us, Charlene. The email address you reference is valid and all emails are being answered in the order they were received.

As you can imagine, COVID-19 created a backlog, but we were and still are working diligently to respond to them as quickly as possible. We don't allow customers to cancel via a link online, but ask that they contact us to speak to their travel advisor or a manager.

If you still need assistance with your reservation, please let us know and we'll be happy to look into it for you. We appreciate your business and hope you stay safe and well!

melanie G Lcj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Inquire about your deposit before booking

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
My family here playing a 15 day cruise to Hawaii which included two rooms. At the time of booking no one explained that the deposit is nonrefundable because they give you the best price neither did they explain you could get a higher price with a refundable deposit. We had to cancel our cruise however we were interested in moving the cruise to another day but were towed because we got the cheapest rate that the deposit was nonrefundable. This is unacceptable from every arena to take peoples money as if though you guys think people have money to throw away.Its really disgraceful because we were informed that carnival own vacation to go and we just booked and paid for a 7 day cruise in full for February. However the cancellation policy says deposits are usually nonrefundable so that me at some discretion it should be refundable. We should have at least been allowed to move our meeting to a different cruise date. This was close to 1000 dollars.
View full review
Loss:
$750
Pros:
  • Good prices
Cons:
  • Refund policy crappy
  • Refund policy is no good
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Myself and my son should have been allowed to the deposit for another cruise being that we had stress to the agent that we were still going to take a cruise it just had to be at a different time

1 comment
VacationsToGo_Cust_Svc

Lillyann, we apologize for any miscommunication that took place concerning your deposit. It's certainly never our intention to omit information or mislead our customers in any way.

I'd like to look into this further, but I don't have enough information to locate your reservation in our system.

Can you please provide me with your booking number or the ship and sail date you were originally booked on? Thank you and I look forward to hearing back from you!

Anonymous
map-marker San Antonio, Texas

ATTEMPT TO CANCEL RESERVATION

I attempted to telephone email for on 6 occasions to vacations to go. The only correspondence I have received is April 2, I spoke with a operator and was told a manager would call me within 5 business days.

HOWEVER, I received a email from them stating my finial bill was due by the end of the month. I responded to the e mail explaining my situation, but I never heard from them again, telephone or email. This is my situation I BOOKED 4 CABINS , one is a handicap cabin for myself the other 3 cabins are for family. I was told at booking if I had to cancel there would be no problem because I paid for insurance, THE RESERVARTION ARE; 527558, 228811, 54215, 60540 .

I have COPD, A HEART CONDTION, AND RECOVERING FROM A FRACTURED HIP. I made the reservations and paid for the deposit. I AM UNDER SEVERAL MEDICATIONS. Due to flare ups with COPD and my heart condition.

I have been advised by doctor not to travel or take this cruise.

I need help to talk with a manager from vacations to go, to reimburse me for my deposit, and cancel my reservation. Thank You Thomas Tomko 210 386 ****

View full review

User's recommendation: I have made travel arrangements sevel times with vacatontogo without this type of problem

1 comment
VacationsToGo_Cust_Svc

Thank you for your patience, Mr. Tomko.

I'm very sorry to hear that you had such a difficult time reaching us. Due to COVID-19, thousands of sailings were cancelled, which created a backlog of tens of thousands of affected Vacations To Go customers needing service. I see that one of our managers has been working on this for you and that your cruises are cancelled and the Future Cruise Credits are in your name.

We appreciate your patience and understanding during this unprecedented event and look forward to working with you again in the future. In the meantime, stay safe and well.

Anonymous
map-marker Greenfield, Massachusetts

Want to apply Cruise With Confidence to our cruise

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Still have not heard back nor any email back to us. I cannot reach Vacations to go. Next.I will write to them by USPostal.
View full review
1 comment
VacationsToGo_Cust_Svc

Thank you for writing. We apologize for any delay or difficulty in reaching us.

Due to COVID-19, thousands of sailings have been cancelled, which has created a backlog of tens of thousands of affected Vacations To Go customers needing service.

If you still need assistance with your reservation, please provide me with your booking number and I'll be happy to ask a manager to assist you. Thank you for your patience and understanding during this unprecedented event.

Robin L Fvl

Not worth the price!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

Our shore excursion in Saint John, New Brunswick was a big disappointment! It was the Bay of Fundy tour.

Approximately 6hrs on a bus. The guide was not well informed & didn’t give constant information when appropriate!

The microphone was not working properly and the climate control in the bus didn’t work well either. Waste of time & money!

BUYER BEWARE....Booked through vacations to go

View full review
Loss:
$180
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

4 comments
Javis Epm

Vacations to go has nothing to do with excursions idiot

VacationsToGo_Cust_Svc

Thank you for writing and sharing your feedback with us. We're so sorry to hear that you were disappointed with the quality of your Saint John excursion.

We want all of our customers to be happy with their cruise experience and we're disappointed to hear that wasn't the case. We'd like to research this further, but we don't have enough information to locate your booking.

Can you please tell us your booking number or provide the name of the agent you worked with and the ship you sailed on? Thank you so much and we look forward to hearing back from you!

Guest
reply icon Replying to comment of VacationsToGo_Cust_Svc

We were on the Norwegian Gem & it was booking # 991606. The tour date was 10/16/2019

VacationsToGo_Cust_Svc
reply icon Replying to comment of Guest-1765611

Thank you for writing back with some additional details! I've located your booking and I've asked a supervisor to reach out to you to apologize for your disappointment and see if there's anything the excursion supplier is able to do. Thank you for your business and we look forward to speaking to you soon!

View more comments (3)
Kurtis S Btq
map-marker Davis, California

Bummer

Vacations To Go - Bummer
Vacations To Go - Bummer - Image 2
My was attacked by a hotel employee of scandic hotels in copenahgen they said too bad so *** you
View full review
2 comments
Guest

No way Vacations To Go said anything like that. If you are pissed at the hotel (rightfully so) then review them, but your anger is misplaced here...

VacationsToGo_Cust_Svc

Thank you for taking the time to leave your review. We are so sorry to hear that your wife fell and injured herself while on your trip.

We understand how disappointing and scary that must have been for you both, and what an interruption it was to a much-needed vacation. We certainly hope that she is healing quickly and feeling much better. I took some time to look into your reservation and I can see that the resort comped your meals during your stay. You agent is also working with our supplier to see if they or the resort are willing to provide additional compensation.

We have not yet heard back from them, but we have reached out to them again and will notify you as soon as we have a response. Again, we are so sorry to hear that your vacation was such a disappointment and we thank you for your patience while we wait to hear from our supplier.

View more comments (1)
Kurtis S Btq
map-marker Copenhagen, Copenhagen

Hotel tries to rob you

During our stay at Scandic hotel on May 10th 2019 a hotel employee, florin, burst into our room without notice while my wife was naked causing her to fall sideways and injuring her head on a night table., It required us to go to the hospital and several stitches without anesthesia. It ruined our trip and the hotel say they are sorry.

View full review
Loss:
$50000
Pros:
  • Good prices
Cons:
  • Did not follow up on complaint
Reason of review:
Poor customer service

Preferred solution: resolve liability claim

1 comment
VacationsToGo_Cust_Svc

Thank you for taking the time to leave your review. We are so sorry to hear that your wife fell and injured herself while on your trip.

We understand how disappointing and scary that must have been for you both, and what an interruption it was to a much-needed vacation. We certainly hope that she is healing quickly and feeling much better. I took some time to look into your reservation and I can see that the resort comped your meals during your stay. You agent is also working with our supplier to see if they or the resort are willing to provide additional compensation.

We have not yet heard back from them, but we have reached out to them again and will notify you as soon as we have a response. Again, we are so sorry to hear that your vacation was such a disappointment and we thank you for your patience while we wait to hear from our supplier.

Weetor W
map-marker Houston, Texas

Staff-dishonest and misleading uncaring and does not care about the customer perception of the company

It happen on 4/25 I had booked a cruise for 2. May 18. to Jamaica. Other party could not go passport issue and is bipolar so I tried to get the other cabinet member name change to someone else so I would not be traveling alone- I advised I did not want 2 be in an insecure environment alone . I was told if I want to change the person I would have to repay 1200.00 for the same roommate; now mind you I paid upfront the total cost. Bonnie forgot to tell me upfront that the trip was marked as nonrefundable which means changing a cabinet member name to a different personis considered a refund. The managers said I should have read the fine print. Not is there anything else I can make this as pleasant as possible. They did not care; and told me if I want to complain online go ahead. NO customer compassion. If I had booked with Carnival direct I would be dealing with them. VAC 2 go have there own rules and the customer is at the bottom of the list. booking-{{Redacted}}. this is the 3rd time using Vac 2 go but this is the absolute worse customer service I have received due to Rep Bonnie dishonesty
View full review
Loss:
$2719
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
VacationsToGo_Cust_Svc

Thank you for writing, Weetor. We are sorry to hear that your travel companion cannot join you on this trip.

Please understand as a travel agency, we are required to follow the cruise line's cancellation and penalty policies. They do not come from Vacations To Go. In each call, we state that the supplier can apply penalties for changes made to your booking (up to the full amount of the cruise) and we also list this on your confirmation.

I see that two of our managers have been in contact with the cruise line to see if an exception can be made and we regret that we were not successful in convincing them to do so. We do apologize for the stress and frustration this has caused and we hope that your travel companion is able to make the trip.

Anonymous
map-marker Audubon, New Jersey

Terrible Customer Service

I was a customer for nearly 20 years. I have booked at least 2 vacations a year with this company.

The last 3 bookings with this company have been awful. Their customer service is just awful. I assume they work on commision so one would think they would be motivated to help out a returning customer. I felt as if I was bothering them.

Its a shame because I gave them a lot of business. Also, they are not the cheapest.

Cheapcarribean.com is a lot cheaper. I will not book anymore with them.

View full review
Reason of review:
Poor customer service
1 comment
VacationsToGo_Cust_Svc

Thank you for sharing your thoughts, Kelly. We are disappointed to hear that your last few experiences with Vacations To Go have not met your expectations.

Customer service is paramount to us and we know you have a lot of choices when deciding where to book your travel. Please know that we do value you as a customer and we appreciate your loyalty to us in the past.

I'm glad that our Director of Customer Service, Christine Parsons, was able to speak with you and personally apologize for the experiences you had, as well as put you in touch with one of our senior agents, Sully. We're sorry that we didn't get a chance to earn your business this time, but we do hope to have the opportunity to work with you again in the future.

David m Lhn
map-marker Saint Simons Island, Georgia

They are the worst co!!!!!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

They took our money and told us we had rooms at Disney starting the 26th. On the 24th we find out that we don’t but find out we had rooms at the Marriott booked on the 22nd.

They knew they didn’t have the rooms at Disney.

They lie !!!!! Mr Chin is very untruthfull but I’m sure this is just the way they do business

THEY STINK !!!!!!

View full review
Reason of review:
Poor customer service
3 comments
VacationsToGo_Cust_Svc

Thank you for writing. We know this incident caused an incredible amount of stress and disappointment for your family and all parties involved and we sincerely apologize for that.

Please know that we would never lead any of our customers to falsely believe that their vacation has been booked if it has not been. We had no reason to suspect that a problem existed with your reservation, as we had received a confirmation and travel documents from the resort supplier, but we truly regret that we didn't catch the mistake.

We do apologize again and are glad that we were able to secure rooms at the original Disney resort you requested. We do hope you had a wonderful vacation together, despite this unfortunate occurrence, and that we will have a chance to regain your trust in the future.

Guest
reply icon Replying to comment of VacationsToGo_Cust_Svc

The only response you ever get from VTG is “thank you for writing. Sorry to hear about your experience.

Hope you’ll come back” Constantly inflate prices so they can claim a high percentage off. Scam

VacationsToGo_Cust_Svc
reply icon Replying to comment of Guest-1802020

We're sorry to hear that's the impression you have. It's certainly not the case.

We take customer feedback very seriously at Vacations To Go and a member of management reads every review.

We investigate each situation and write a personalized response to each customer, whether their feedback is positive or negative. If you have a situation that we have not addressed, feel free to give us a call and we'll be happy to discuss it with you.

View more comments (2)
Anonymous

No integrity

I was quoted one price on line and when i called was told the price does not exist and was quoted 700$ more per person... i gave the agent the quote # and he appologized and said the price is now different... why even give quotes if they are not going to be honored....

View full review
Reason of review:
Pricing issue
1 comment
VacationsToGo_Cust_Svc

Thank you for writing and sharing your experience. We're very sorry to hear that you were quoted an incorrect price.

Please know that we will never intentionally quote an unavailable rate to our customers.

We work with several companies to gather the lowest possible hotel and air prices, and one of those companies may have had a technical problem that affected our site at the time. We apologize again for your disappointment and frustration and hope we have the opportunity to earn your trust again in the future.

Phil C Cgs

Poor excrusions disclosure

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

After booking was sent excrusions to choose from. But poor selection.

Agent never suggested the ship had better excrusions and cheaper. I found out only when talking with cruise line. Got no extras from VTG. Will book with cruise line next time.

Actually already did for my brother on same cruise. Shrug

View full review
Reason of review:
Bad quality
1 comment
VacationsToGo_Cust_Svc

Thank you for writing with your feedback. We apologize if you felt like your agent didn’t disclose all of your shore excursion options.

It is never our intention to mislead our customers. In addition to the email you receive about the shore excursions we offer, we also provide a link to browse the cruise line’s shore excursions on your booking confirmation.

We want our customers to be happy with their cruise vacation and don’t want you to feel limited in your options. We apologize again for your disappointment and hope that we’ll have the opportunity to earn your business in the future.

Anonymous
map-marker Cape Coral, Florida

Bait & Switch, No Integrity!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

On 2 seperate occasio s attempted to book Cruises thru them after viewing website and getting prices only to be told later that the deal is no longer available. This time the sales person even verbally verified room & price, and retracted the deal in an email....and offered the same room at 1000's more...RIPOFF COMPANY!

View full review
Reason of review:
Order processing issue
1 comment
VacationsToGo_Cust_Svc

Thank you for your comments. We're sorry to hear that you missed out on a deal that you were interested in.

Throughout the day, the prices on our site are updated electronically and frequently by the cruise lines. Our cruise counselors are trained to inform our website staff if a price or cruise has sold out during the course of the day so that we can keep our site as up-to-date as possible. Most of the deals on our site stay available until the next price update. Nevertheless, a price may only apply to a handful of cabins, and the best deals can vanish pretty quickly.

I’m afraid we can’t guarantee that a price will not change, as they are set by the cruise line and out of our control, and the only way to guarantee a rate is with a complimentary hold or a deposit.

The price must be reconfirmed at time the cabin is held or deposit is made. I hope you’ll give us another try and allow us the opportunity to earn your business again in the future.