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:12/10/2022

  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.

  In March UTO advertised an extraordinary price for a trip to China and Thailand. Covid rates had vastly improved in so many countries and travel bookings were beginning to skyrocket. We booked the package for late October travel and added hundreds of dollars in additional excursions and upgraded flights. Unfortunately China has not rebounded as well as other countries, and their Covid policies made the trip impossible. We were supposed to have our flight details 30 days prior to departure date. Since UTO is not able to fulfill the purchase terms we asked for a refund. They said they would only give us credits for canceling. Of course we hadn't cancelled, but even if we had, they have no offerings that were remotely comparable. That would be like be like a bait and switch. We explained that WE had not cancelled - UTO had been unable to provide what they had sold us, and we'd like a refund. Over the last few weeks they've dragged out communications, claiming they are escalating to management. The thing is they've had our money for over 6 months. A long interest free loan for them, at this point a hardship for us. From what I'm seeing here, they do this quite often. If I were to sell a customer a product or service I could not actually provide, I'd be expected to refund or face litigation. At this point, with the stalled communications we'd be reluctant to risk choosing them in the future if they came up on ********* again. I feel like they shouldn't even be advertising these kinds of packages until it's clear that they can offer them and we're feeling like we've been robbed since we put so much money into this and scheduled time off but they have stopped responding to us.
  Order ****** Price $1798.00 Included flights, 4-star hotels, tours, breakfasts, upgraded boat rides, extension, trip assurance,

  Business Response

  Date: 19/03/2023

  #*****

  It was due to covid situation China was not opened for travelers.
  We offered our customers a full Travel Credit which will be good for future bookings with UTOvacation packages on our website.
  If requesting a refund, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice. This is the final conclusion for this case, no more discussion will be made about this matter. Thank you

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service 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.

  This is with UTO Vacation. Order # *****.
  I booked a trip in January 2022, for a trip in March 2023. Cost is $1096 for my sister and I.
  We are traveling to China and Thailand. Great deal.
  I made my initial deposit of $296 in January 2022. Next payment was due 2 weeks later. When I attempted to make payment, I used the live chat line. Due to the uncertainty of traveling to China at the time, the customer service representative said to wait to make payment.
  Today, October 6, 2022, I called to make my final payment and was told since I missed the 2nd payment, our reservations were cancelled!!
  There was no email from UTO Vacation that if I didn't pay that I would lose my reservation.
  I told them what the customer service representative told me, but they continued to say I missed my payment, and hence have no reservation.
  During the chat the representative simply stopped chatting and went silent.
  They wouldn't help me understand why I was told not to pay or why I was never given a 'warning' we were about to lose our reservation.
  We didn't lose our funds, just the reservation for this trip for our original price.
  My sister and I really want to go on this trip and would like our spots back on the trip for the original price. I'm prepared to make the final payment now. Thank you so much for facilitating this for us. We really appreciate it. ***** ****

  Business Response

  Date: 19/03/2023

  #*****

  Customer has not made the 2nd deposit which was suppose to be an incomplete booking.

  However we were exceptionally offered customer a Travel Credit, and credit is now allocated to her account for future bookings.

  Customer Answer

  Date: 30/03/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/10/2022

  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.

  Around December 19, 2021 i purchase two trips to china for December 2022. Since then, the trip has been cancelled pushing into 2023. I've tried calling, and have left voicemals on numerous occasionscwith no call backs. I did receive a email stating that i could not get a refund bit i could go onto their website and use the money i spent $598 as credit to another trip elsewhere. The money i spent was full paid trip for two to China with rt airfare, why would i spend any more money with a company that does not communicate. I don't have anytime to go in 2023. I want a full refund as i feel i have been scammed. Their website reviews on google mention the same feeling from various other consumers on the same trip. My order number is #*****

  Business Response

  Date: 19/03/2023

  #*****

  Customer has received refund.

  Case is settled, and closed, thank you

  Customer Answer

  Date: 19/03/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:06/10/2022

  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.

  Hi, I purchased a vacation package for 2 with UTO VACATION in November 2021 with the following details info:
  
  1) ORDER ID (BOOKING #): *****
  2) Date of Purchase: Nov 28, 2021
  3) Trip name: China Adventure9/10 Days -USA Departure 4
  4) Main trip departure date: Oct 29, 2022
  5) Main trip return date: Nov 7, 2022
  6) Totoal price paid for the trip for 2 of us: 598 USD
  7) UTO Vacation main phone line: 1-************
  8) UTO email: ****@***********.COM
  
  My above vacation was cancelled by UTO Vacation due to China no Covid restriction. I called UTO Vacation main line at least 30 time but no one answer the phone. I emailed UTO and ask for a refund and after a few tries, UTO Vacation replied back to me (after a long delay) and offer travel credit for me to use within the next 18 months. Due to my current family situation, I cannot take long vacation for the next 2-3 year and emailed UTO Vacation and asked to refund my money but no reply from them.
  
  PLEASE HELP ASK UTO VACATION TO REFUND MY MONEY since the trip was canceled by UTO Travel and I cannot travel for long vacation for the next 2-3 year so travel credit will not work for me.
  
  Thanks in advance for your help.

  Business Response

  Date: 19/03/2023

  #*****

  It was due to covid situation China was not opened for travelers.
  We offered our customers a full Travel Credit which will be good for future bookings with UTOvacation packages on our website. You may transfer credit to other people to use.
  If requesting a refund, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice. This is the final conclusion for this case, no more discussion will be made about this matter. Thank you

• Initial Complaint

  Date:06/10/2022

  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.

  We had booked at trip with UTOvacations, on January 16, 2020, to go to China and Japan leaving on May 7, 2021. This was the CHINA JAPAN SAIL AWAY 18 DAYS. We had booked with another couple and this was to be a celebration trip for all of us. We have made two(2) payments of $600.00 USD each towards this trip, for a total of $1200.00 USD. In December 2020 we were contacted by UTO that the trip had been canceled due to COVID-19. IT was suggested that we would have a future travel credit good until November 2023.
  
  We have been watching the UTOvacations website for over 6 months and have not been able to find a trip that is of equal value to us as the one that we originally booked. I have sent an email, dated 9/22/2022 to UTOvacations requesting a refund and have gotten no response. I have also made multiple phone calls on different days and at different times. I have left several messages with my name, phone number, booking number and reason for my call. I have never received a response from anyone at UTOvacations.
  
  On the phone tree the message from UTOvacations says that I would be receiving a return call from a travel specialist ASAP. This is not happening.
  
  We, along with our travel companions, are requesting that our monies be returned as we are no longer interested in any offerings from UTOvacations.
  
  Booking #***** ******* *** ****** ********
  Booking #***** ****** and ***** ***** 
  Thank you,
  ******* *** ****** ******** 

  Business Response

  Date: 19/03/2023

  #*****

  Customer had requested a cancellation & refund.

  Case is settled and closed, thank you

• Initial Complaint

  Date:03/10/2022

  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.

  I booked a vacation through UTOvacations (through *********) on July 27th. I paid a $645.00 deposit. On August 9th I paid the second installment of $300.00. My next and final payment was due September 19th & I couldn’t figure out how to pay online, so I called them when my email wasn’t replied to for several days. After being on hold for awhile, a customer representative said that I shouldn’t pay because the trip was canceled. He then asked if I wanted a credit on a future trip. (It’s because China is still making visitors quarantine for 14 days upon arrival)
  I told them I would like a refund. He said I’d have to email UTO and ask them. I also talked with a chat room & was told tge same thing. I wish I would have taken more screen shots of the chat, & recorded the phone call. Well, I emailed them a week ago, & still no reply. Their customer service is terrible. I’ve never had such slow response! I don’t trust them at all! Since this happened, I decided to look up their reviews online. That’s when I saw how many people had horrible reviews of them & their **** * ******. Apparently if you get a credit voucher, it’s nearly impossible to rebook a trip! And then they add extra costs on the new trip. I want all my money back. The trip isn’t happening as advertised, I shouldn’t have to pay a penalty. I was going to travel by myself for the first time (with a group) and I was nervous already! I’m going to write a letter to ********* too! They shouldn’t sponsor the company. Not trust worthy.

  Business Response

  Date: 19/03/2023

  #*****

   

  This is a duplicated case, please see response in previous details, thank you

• Initial Complaint

  Date:03/10/2022

  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.

  We purchased a 16 days in China and Thailand trip for two for 1,299 per person and paid the mandatory tipping fees of 390 per person on June 15, 2019 (well before the pandemic). We were set to leave in February 2020 but China had shut down (and the rest of the world followed shortly after) so UTO rescheduled our trip to March 2021. China was still shut down so it was moved again to March 2022. Once again, moved to March 2023. To date, China is still closed and they are cancelling my trip again and refuse to give me a refund as they are not providing the services I paid for. The only options they have given me is a credit to use towards all of the trips that are twice the cost of what I originally paid for, which is criminal. To further the wrong-doing, they are claiming they are not cancelling my trip, but just postponing it but are not offering that same trip at the same price - you actually can’t even book it…you can only book tours that are twice the price of what I contracted to pay. They also charged trip assurance on my invoice without discussing it with me for 598.00…which they claim via email was not actually charged to me but I’m looking at it right now and I started out with a credit of 3,378.00 and it shows I only have 2780.00 left. I want a full refund in the amount of $3578.00 CAD. I contracted to pay for a 16 day trip to China and Thailand at that price and they cannot provide the service, they need to refund my money.

  Business Response

  Date: 19/03/2023

  #*****

  It was due to covid situation China was not opened for travelers.
  We offered our customers a full Travel Credit which will be good for future bookings with UTOvacation packages on our website.
  If requesting a refund, please refer to our terms & conditions which disclosed to you before your purchase and also on your invoice. This is the final conclusion for this case, no more discussion will be made about this matter. Thank you
  

  Customer Answer

  Date: 19/03/2023

  
  
  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.
  
  

  may the time I wrote the review, UTO was understaffed (as I later found out) and having difficulty keeping up with the emails from customers and I had written my complaint out of frustration. When UTO contacted me after this complaint, they went above and beyond to answer my questions and assisted me in rebooking another trip using travel credit. They have since been going above and beyond and I have received amazing  customer service. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/10/2022

  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.

  Booking # ***** for ******* *** ****** ********
  Booking # ***** for ****** *** ***** *****.
  
  My husband, I and above couple had signed up for a trip-China Japan Sail Away 18 Days. Our departure date was to be 07 May 2021, returning 24 May 2021. The trip was cancelled due to Covid-19 and our inability to travel abroad at that time. We were given a future travel credit for the funds that we had already sent towards this reservation. The trip that we had booked is no longer available, we are unable to find a trip on you website that meets our time needs, finances or is of interest. We are kindly requesting that you return our funds, in full, as we have been watching your site for over 6 months and have yet to find a trip that we feel is of similar value as the one we had originally booked.
  Numerous attempts were made to reach UTO, without success:
  Sept. 20, 2022 0937 message left after being hung up on twice.
  Sept. 21, 2022 0919 message left, no response from UTO, their message says they will return my call ASAP.
  Sept. 22, 2022 Email sent
  Sept. 26, 2022 No response. Called, placed on hold for 15 minutes. No contact with a real person.
  Sept. 28, 2022 1045 - Called, placed in queue then to VM, left another message, with no response.
  Sept. 30, 2022 - No response from UTO.
  Email:
  Sent: Thursday, September 22, 2022 3:28 PM
  To: ****@************.com
  Subject: Request for a refund
  I have tried to call you company several times in the past few days. Twice I was waiting to get to a person and was disconnected. Twice I have left a detailed message with my contact information, booking numbers and our request. The message on your end said that I would be contacted by an agent shortly. I have yet to receive a return call and am very frustrated with the lack of customer service that I am receiving.
  
  As of 10/2/2022, there has been no response from UTO, via phone or email. Please assist both parties, named above to obtain a full refund ASAP. Thank you.
  
  
  

  Business Response

  Date: 19/03/2023

  #***** & *****

  Customers have requested a cancellation & refund.

  Case is settled, and closed, thank you

   

• Initial Complaint

  Date:29/09/2022

  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.

  **** ******* ** * ***** ****.
  Booked trip to China, canceled because of Covid.
  Transferred deposit to a trip to Peru. Days after collecting final payment they wanted and additional $599 per person for fuel surcharge on tickets that cost a TOTAL of $430 at the time of travel.
  Their rules and conditions are insane and getting your money back is out of the question.
  **** **** ***** ***** ** ****** ******** *** ****** ** ********** ** ******* ***** ** ** **** * ***** *******

  Customer Answer

  Date: 24/11/2022

  I was contacted by the company Issue has been resolved to my satisfaction

• Initial Complaint

  Date:28/09/2022

  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.

  UTO Vacation offered a cheap vacation travel to Europe for the month of October 2022. They charge my credit card last March 24, 2022 in the amount of $1,041.00 for partial payment and second payment happen in April 7,2022 in the amount of $600.00 and last final payment June 15,2022 $2,816.00 . This tour will start in October 7-14 2022 the itinerary is European. On their website they will contact me 30 days before prior of departure date as it never happen . Now on Sept.26,2022 I'm trying to contact them thru telephone so many times but no response but during the payment they are so fast to answer the phone . I got an opportunity on their chat line and eventually I got a response from them. . What I got an answer from them they null and void my tour due to not uploading my credentials on certain date and on my end is my mistake. After I pay them it's up to me how to figure it out the tours and if something happen it's all my fault . Because I paid everything.
  The most common complain here in BBB.Org is also the same just like mine no answering the phone no emails response . I am appealing to them to have a full refund since nothing happen about the tour.
  After this I will submit my complain to 'California Attorney General *** ***** so this practice will end.
  They are insisting that they send me an email about the upload of requirements about the tour but I got nothing from them and I showed to them the date of emails they sent me and it's all payments only.

  Business Response

  Date: 19/03/2023

  #*****

  Customer has put through disputed payment with credit card company, and credit company after reviewed the Terms and Conditions, has returned 600 to UTOvacation, which was the deposit.

  Customer has received 2816.00 back from credit card company.

  Case is settled, and closed, thank you