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:06/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Our China trip was cancelled due to covid. On Dec 8, 2022, UTO originally offered a credit for our booking and said "If your credit expires and you require more time to book, please let us know. We will gladly extend the expiration date for you."
  
  On Jul 3, 2024, we requested a credit extension and we were told "There is no extension of the travel credits, please use it before the expiration date." The credit of $1094 expired on 9/6/2024.
  
  Reviewing the UTO website, all trips are extremely expensive and not competitive with the current travel packages through other companies. We would like either a refund or a trip option that is similar to what we originally purchased through UTO.
  
  
  Highlights Of Thailand & China 12 days - USA Departure Highlights Of Thailand & China 12 days - USA Departure
  
  Main trip Departure date:2023-03-06
  Main trip return date:2023-03-17
  Post-extension return date:2023-03-20

• Initial Complaint

  Date:05/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 November of 2020, I purchased 4 tickets that were on sale for the 10 day China trip. This cost about $450 a ticket. As I read through the comments, I realized this is a typical trend with this company. I set a date (3/2021) to attend the trip and it was canceled about a month before we were to fly. I was then given travel credit and purchased another set of tickets about a year later, which were an additional $2000 on top of what I had already paid for a similar trip to China and Japan for 10 days. I was notified a few days before this set flight in October of 2023 that the flight was being cancelled due to potential unease in the country. I have read other posts about trips to china during this timeframe, so I imagine they just didn't want me to take the sale trip for whatever reason, and perhaps they never booked anything for that trip. Anyways, I've spent a year trying to get ahold of this company that has thousands of my dollars, and am finding it impossible. I can't get them on the phone, through chat, or through email. I either want my money back, or my trip, but they definitely can't keep my money. ****** ********.

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Subject: Complaint Against UTO Vacations
  
  Dear Better Business Bureau,
  
  I am writing to formally file a complaint against UTO Vacations, based in Ontario, Canada, regarding a travel booking that was severely impacted by the COVID-19 pandemic.
  
  In January 2020, my wife and I, along with six friends, booked an all-inclusive trip to China and Japan with UTO Vacations. Each couple paid $2,528, totaling $10,224 for our trip scheduled to take place on March 3, 2020. Due to the COVID-19 outbreak and subsequent closures of airports and countries, UTO Vacations canceled our trip and offered an initial one-year credit extension, followed by an additional two-year extension for future travel. It also should be noted that since this occurrence, health issues has now prevented us from traveling. This can be supported by our physician if needed.
  
  The travel restrictions lasted over two years, and once they were lifted, we attempted to book a trip through UTO's site. To our dismay, we discovered that the cost of similar trips had escalated significantly, ranging from $10,000 to $30,000 per couple. This increase is not only substantial but also makes the trip unaffordable for our group.
  
  
  We have reached out to UTO Vacations multiple times, requesting a refund due to these exorbitant price increases. However, they have categorically refused to refund our money. Most recently, our attempts to communicate with them have been met with silence, as they no longer respond to our emails or answer our phone calls.
  
  I am seeking your assistance in this matter. We believe we are entitled to a reimbursement for services that were never provided. We feel that UTO Vacations has not acted in good faith, and we hope the BBB can help us resolve this issue.
  
  Thank you for your attention to this matter. I look forward to your response.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Myself, my wife and 6 friends booked and paid for a trip to China/Japan. Our flight was to land in Shanghai 3/3/2020. Our trip was cancelled by UTO due to COVID and the closure of these airports/countries. Each couple paid in full $2528. Although UTO has offered us a credit for travel ALL their trips are thousands of dollars more: costing between $10,000-$30,000 per couple, thus making this offer of a credit simply NOT a legitimate offer. Since clearly people who paid $2528 fora trip could never afford to pay $10,000-$30,000 for a trip, this offer of a credit is really nothing more than a **** to give them an excuse to keep our monies. Over this time we have made many calls, sent multiple letters/emails requesting a refund but they result in nothing more than an "extended credit" that we cannot afford to use. We range in age from 67-87. Given UTO has had the use of our monies for these 4 years, even invested in a simple CD, they would have made more than the profit they would have gained from our trip. Returning our funds would cost them nothing. None of us can afford to loose this money. Our "travel extension credit" is due to expire 12/31/2024. We seek the return of our funds, nothing more. They no longer respond to my letters or emails. You cannot reach anyone on the phone. You just get an answering machine. We are in desperate need of your assistance.. Thank you *** ****

• Initial Complaint

  Date:02/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased the 10-day China trip for my fiance and I on 11/29/2020 and made the final payment on 12/13/2020. The trip was to commence in May or June 2022; however, on November 19, 2021, I received an email from ************@***********.com (********) stating:
  
  In order to prevent any unexpected scenarios happening to our customers for any vacations already booked departing in the first half of next year (Jan-Jun, 2022) heading to Asia, for your own sake, we have converted any funds sitting in your account to travel credits up to 30 months for you to select a future safer and more comfortable departure date to fulfill your dream journey.
  
  When I replied a few months later that I'd prefer a refund due to the fact that UTO cancelled the trip, Becky responded rather flippantly that "First of all, UTOvacation did not cancel the trip", that they simply "recommended" we take the travel credit. As you can see by the verbiage in the email, there was no recommendation or option to travel as planned. It was clearly stated that they had already converted the funds to a travel credit for us to select a "future safer and more comfortable departure date". Their cancellation policy states or stated at the time (********) that "they reserve the right to cancel or modify a tour any time prior to departure date if the group has less than 10 passengers. An alternative departure date will be offered for no extra charge or full payment will be returned". There has been no such offer. As a matter of fact, there has been no comparable trip offered b/c they are all marked up by at least 110% or more. My numerous follow up emails and calls requesting my entitled full refund have gone unanswered for over 2 years! And my travel credit expires 11/5/2024. I demand the full refund of $598 that I am entitled to. This company should be ashamed of themselves for their deceptive business practices. I don't understand how they can get away with this! Please help!

• Initial Complaint

  Date:28/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 two vacations through UTO Vacations (***************.com) in 2022, we cancelled our trip prior to going. The travel specialist (******@***********.com) who credited our account said” there no limits for you to use your travel credit”. When booked the trip was $799 pp per trip plus tours, I checked my account, and it states my credit ($4,596) will expire in January 2025. I have been checking prices and since 2022 everything they offer is “booked” as soon as posted. Now, their same single vacation is $11,399 pp, this is RIDICULOUS an increase of 1,326%. Competing companies have the same vacation for $1,500 pp. The company no longer has travel specialists and does not answer their phone. Online chats just refer to the webpage. In January I will lose ($4,596) because the company prices are so exorbitant.
  8/28/2024
  I called your phone number Tel / Toll Free: 1 ************ and the phone rings less than one full ring and hangs up (tried 5 times) hitting option #1 (exotic tour package), then #1 (new customer) and #2 (existing customer)
  I have completed their online “contact us” forms several times with no response. I have had a legal firm draw up a demand letter, with a 14 day limit to respond. The letter was never responded to
  I FEEL LIKE I HAVE BEEN *******. I would LIKE A FULL REFUND OF MY CREDIT OR A UTO AGENT TO FIND ME A COMPARABLE TRAVEL during my available times AT A COMPARABLE COST so I can utilize this credit

• Initial Complaint

  Date:18/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 package a couple years ago for 7 night for Shanghai and Osaka- Tokyo for the total cost of $1156 which includes flight and hotel for 2 people. My tour was scheduled for 10/29/2024 which is about 10 days from now.
  
  For the last 2 weeks, I have been in contact with UTO Vacation to provide me refund since they could not honor this package and they also gave me an excuse that they could not honor it because Asia has a bad case of Monkey Pox. That was just an excuse to postpone my trip since the real truth is that they could not honor the real low price for which this vacation package I purchased for $1156.
  
  We agreed to a refund with UTO Vacation but they said that it would take 6-8 weeks to get my refund back. That is the reason why I am submitting this complaint since they should immediately refund me back my funds since I need it to pay for an alternative vacation I will be taking for the schedule time that I will be taking starting 10/29/2024.
  
  I had a similar issue with them on another vacation package (Order *****) which was scheduled last year (11/22/2023) which they also could not honor but they were able to provide my refund almost immediately.
  
  Please contact them to help provide my refund since I need the funds for my upcoming alternative vacation on 10/29/2024. Thanks.

• Initial Complaint

  Date:17/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 joint the "Japan and China 10 days trip" by merchant UTO Vacation for US$958.00. The original departure date was 4/29/2020? We have already paid US$958 to the trip. Due to COVID19 the trip has been cancelled and rescheduled for 5/2/2022 and again for 11/9/2024 The merchant told us, within 30days before the departure, they will send us travel documents and flying information. Now near the departure date we could not contact the merchant at all. We have call them many times, there are no answer then we have emailed them, they are no response too. The merchant just tries not answer and disappear. We need you help to solve this problem. Thank you.

• Initial Complaint

  Date:15/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Over 2 years ago we booked a trip to China and Japan which was advertised at $399 per person. We made the necessary payments by November 8, 2024 for a trip scheduled to depart on October 30, 2024. Reservation information for flight and hotels was supposed to be provided on October 1, 2024, but we were alerted to a delay and were told that the details would be provided by October 15, 2024. Those details were never provided and when I inquired on October 15, 2024, the agent explained that the trip had been canceled by the supplier. We had previously been alerted that if "tensions with China" rose one more level the trip would need to be canceled. No indication of what information was used to make this determination. Pursuant to the contract, we can get a credit toward another trip, however, as many other patrons have found, all the other trips are substantially more expensive. This looks like an intentional cancelation for no reason other than to bait and switch. Either we forego the $998 already paid, or we pay significantly more for a similar trip.

• Initial Complaint

  Date:09/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 I booked a trip to China/Thailand for my wife and I for $299 per person, plus added expenses for a couple of special tours while in country. When the time for the trip came, it was cancelled because UTO claimed that too many people did not want to travel to China due to tensions between the US and China. To be clear, my wife and I still wanted to go and completed all paperwork needed to do so. UTO cancelled because they claimed too many other people cancelled.
  
  We were issued a credit for the China/Thailand trip and I was told over the phone that they expected the trips to resume in 2024. I requested a refund but was told that they could only issue the credit. Since we still wanted to go on this trip, and were assured it would resume the following year, I accepted the credit.
  
  Our credit is now due to expire. However, UTO has not offered another trip package in the price range we can afford. We booked the original trip because of the outstanding price but this price has not been offered since the cancellation. In checking their website regularly, there have been no other trips even close to our original price point (everything is at least $10,000 more) and there is absolutely no way we can afford anything they do offer.
  
  This cancellation was through no fault of our own and UTO has not offered anything remotely comparable to our originally booked trip/price. I have sent emails that were not returned and no one answers their phone (which auto hangs up on me after I've waited approx 5 minutes on hold). I have tried calling no less than 20 times, never with an answer. I tried the online chat and the representative said that they cannot deviate from their policy and refused to have a supervisor call me.
  
  This is basically a **** *** ******* in which it appears the company has no intention of actually sending its customers on these low cost trips and steals their money because all of their other trips are in excess of $8000.