Complaints
This profile includes complaints for Travel Best Bets's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:26/05/2025
Type: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 put a deposit of $508 down for a 7 day cruise to ****** leaving ********* sept 17/25 on Holland America- Zaandam on Fri May 16/25. I did not receive an invoice or receipt of any kind until today when I wanted to cancel. I emailed **** the agent I was talking to and said I need to cancel my cruise for medical reason - I am on a wait list for knee replacement and can be called at anytime. She responded with the deposit is non refundable and sent me the invoice/ receipt that I should have gotten last week. It has only been a week since booking and sure the room can be resold. I called ********** **** to ask them to get a refund and they said no to contact BBB. I should be getting my money back as I did not receive services rendered.
Business Response
Date: 12/06/2025
Thank you for the opportunity to respond to ****** ****** complaint. We regret we overlooked responding previously.
On May 15, 2025 Ms. **** contacted our office inquiring about an Alaska Cruise. During that call our agent ****, advised the deposit is non-refundable so collectively they decided to put the cruise on a courtesy NO OBLIGATION hold for 24 hours while she decided if she and her friend were able to travel. That same day **** emailed her the guest copy of the cruise booking which clearly states the deposit is non-refundable (see attached). The next day Ms. **** contacted our office again to book with payment. She advised her friend still did not know 100% if she could travel but we advised that name could be changed but if her friend could not go she would need to travel single as there was no "getting out" of the booking. The customer agreed and gave us her credit card. She would have seen the charge on her card from *************** within 1 business day. Due to the high volume of bookings & the long weekend we were unable to get her invoice out to her promptly but it was sent on May 26. On May 22 Ms. **** contacted us advised she was put on a list for knee replacement surgery and would like to cancel and get a refund of her deposit. We advised her that we could cancel but the deposit was non-refundable. We did not hear back from her so her booking is still active. It is VERY important she contact us before June 19 to advise if she wants to cancel and lose her deposit OR *************** will auto cancel if the final payment is not made. If she cannot travel her name can be replaced with someone else as long as her friend still travels. We can certainly refund our booking fee of $60 if Ms. **** does cancel.
I hope this makes sense and explains our position. This is not a case of serviced not rendered as the services have been supplied. It is the customer choosing to cancel the service.Customer Answer
Date: 16/06/2025
Complaint: 23372652
I am not satisfied with their response and lack of communication/ overlooking my complaint like it was nothing.
It is out of my control that I was put on list for knee replacement surgery after waiting 2yr .
I would be satisfied with a refund of $250+ $60 booking fee
Sincerely,
****** ****Business Response
Date: 16/06/2025
We receive a lot of spam emails claiming to be from the BBB and that is what this complaint was thought to be.
We cannot refund you $250. Please understand the only charge we have control over is the booking management fee as that is the only charge under our merchant. We are happy to refund this $60.
The cruise line will not refund your deposit. We know it is not your fault you are on a list for knee replacement but it is not our fault either. You entered into this booking knowing the deposit was non-refundable and that is something the customer must take responsibility for. There was no error made by Travel Best Bets.
Once again, to date your booking has not been cancelled. We need to know if we should cancel your booking, make final payment and travel, or if you will do a 1 time name change? The deadline is June 18 otherwise Holland America will automatically cancel your booking for lack of final payment.
We look forward to your response on how we should proceed.
Customer Answer
Date: 16/06/2025
Complaint: 23372652
I am rejecting this response because:
Sincerely,
****** ****Customer Answer
Date: 17/06/2025
When I contacted HA they said that I needed to only deal with ***. They did not say anything about non refundable or that HA would not refund me . So I feel that TBB is not doing 100% of what they could to rectify this.
I feel they are prolonging it til HA cancels it then it is com out of their hands.
I feel I am being reasonable in requesting only half back.Business Response
Date: 17/06/2025
The charges for the deposit were made to *************** not Travel Best Bets thus we do not have your money. It is Holland America's terms and conditions not ours.
The deposit is not refundable
We are not attempting to delay anything and we have no desire to go back and forth any longer. Please advise your decision. Cancel, travel, or 1 name change.
Customer Answer
Date: 19/06/2025
Complaint: 23372652
I am rejecting this response because: as I said earlier HA said to talk to you. I am not accepting that I cant get my refund back.
I will be contacting the news and other social media for their help
Sincerely,
****** ****Initial Complaint
Date:15/09/2022
Type: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 February 17, 2022, we booked a trip to Ireland through Travel Best Bets, leaving April 2022. Of their “Top 10 Reasons to Use Travel Best Bets”, they claim to advocate for the customer – “If you should have a problem during your trip, Travel Best Bets consultants can act on your behalf to see that proper resolutions are made.”
The trip was advertised on the TBB website as a Taste of Ireland 7 night vacation, and was to include a “travel kit”, which included driving maps, a heritage book, and discount coupons to tourist attractions. We never received the travel kit. A week before we were to leave on the vacation we contacted TBB and were told that the airline would not be supplying the travel kits. In addition, we were offered the option of upgrading to ***** ***** accommodations, which we purchased. We were told that the Manor style accommodations were “more like castles and somewhat unique”. 3 of the 4 accommodations were adequate to outstanding, however one of the “***** *****s” was not. We were disappointed but willing to overlook the missing travel kit and sub-standard manor.
To get to Ireland we flew from Vancouver to Toronto and Toronto to Ireland.
In mid-March, 2022, we booked our airline seats through Travel Best Bets, electing to purchase upgrades on 3 of the 4 legs (including the return flight). On the Vancouver to Toronto flight we purchased exit row seats for the increased leg room. When we arrived to the plane, the seats were not exit row, but regular smaller seats.
We were charged $125.00 per seat ($250) and got regular seats $18.70 each ($37.40), so on May 6, 2022, after having returned from Ireland, we asked TBB to be reimbursed the $212.60. We were told that this refund needs to come from the airline, *** ******, even though we paid through Travel Best Bets.
Travel Best Bets claim to advocate for their customers however they have not done so in this case. We are unlikely to use or recommend this company in the future.Business Response
Date: 15/09/2022
We have been working with these customers since they first advised of their issue with the seating. They have been advised on several occasions that they are entitled to a refund but that it must come from *** ****** and go through all the proper channel to get the money back. There is nothing we can do to expedite this refund process. I will reiterate they have NOT been told no to a refund they just have to be patient and wait for this process to take place. Travel Best Bets has done nothing wrong and are not in control of the process this is 100% *** ******. Tell us why here...Customer Answer
Date: 20/09/2022
Complaint: ********
I am rejecting this response because:On the Travel Best Bets website they claim that they will advocate for their client, and make it right. They do not live up to their advertised promise.
A 5- 6 month wait on a refund is also not acceptable. Verbatim, Travel Best Bet says: Our only objective is to get you the best value and satisfy you completely.That did not happen.
Sincerely,
**** *****Business Response
Date: 21/09/2022
We understand you do not feel that amount time is acceptable and nor do we however we have no choice but to wait for the process to take place. As I said on many different occasions you WILL get the refund. We have advocated for you in many ways and continue to do so through this process. At this pint there isn't any more we can do but wait for *** ****** to refund the money. Tell us why here...Customer Answer
Date: 22/09/2022
Complaint: ********
I am rejecting this response because:I see no advocating by TRavel Best Bets contrary to what you promise. When was the last date you contacted *** ******? How many times. Again, little to no advocating seen.
Sincerely,
**** *****Business Response
Date: 22/09/2022
I am continually surprised that you feel we are not advocating for you. You have booked 12 trips with us including a trip that you are leaving on in 2 days so you must feel we are a good agency and you have been happy with our services. Per your request, here is the break down of my communication with *** ****** Vacations:
May 17, 2022 at 1:56pm, August 17, 2022 at 4:29pm and again today. Tell us why here...Customer Answer
Date: 22/09/2022
Complaint: ********
I am rejecting this response because:In the 5 month period that we have had this concern, and right up until yesterday, Travel Best Bets has made 2 contacts with *** ****** in an effort to advocate for us and retrieve our monies.
The public needs to be aware that Travel Best Bets advocates very little for their clients.
We have booked many vacations with TBB in the past because we had the mistaken belief that they would advocate for us and “make things right” as they claim on their website.
TBB is making a mistake in assuming that our prior purchases are indicative of our current satisfaction with this company.
Sincerely,
**** *****Business Response
Date: 23/09/2022
At this point we no longer wish to go back and forth as this is not helping the matter. Your file is being handled the same way any other file has been handled over the last 25 years. Once again we want you to know that you WILL receive the money back.Customer Answer
Date: 23/09/2022
Complaint: ********
I am rejecting this response because:they have not given us a satisfactory result.
Sincerely,
**** *****
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