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:12/09/2022

  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 and paid in full a tour w flights for two people to Peru with UTO Vacations back in 2020. Due to the pandemic, we rescheduled the trip for Oct 2022. Two months prior to the trip, I called as I did not receive any flight information about the tour. After several back and forth, UTO said that they are unable to book the tour at the same price and asked for additional 599 per person to book for October. I did not agree to the price increase and asked for a refund since they are unable to comply with their end of the agreement. They said they would forward the request to the refund department. I have been trying to follow up for weeks about my refund, but have not gotten a response. This company is taking people's money. Please shut them down.

  Business Response

  Date: 20/03/2023

  #*****

  Customer has requested a cancel/refund on this booking after her disputed payment, refund process completed.

  Case is settled, and closed, thank you

• Initial Complaint

  Date:07/09/2022

  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.

  My sister-in-law and I purchased a package from UTO for China on 10/18/2019 for a May 2020 trip. We placed a $100 deposit each. COVID hit and our trip was canceled and they wouldn't refund our money (not even the tips, excursions and other extras. We rescheduled and booked our trip to Thailand for May 2021. The time came and we were coerced into rescheduling because they said if we went forward and COVID continued to be high, that we would lose our money. Note that trips were available during our departure time. Note also that additional payments were made, more tip money and more excursion money. None of it refundable which was not part of the contract. So we booked a trip to Lima, Cusco and Machu Pichu Peru. They transferred our fund, it was more expensive and paid an additional $1,127 each. So far we paid $1,970 each. We were sent an email in August, telling us that there was a fuel surcharge of $599 each or reschedule our trip to Turkey. We called them and said absolutely not going to war torn Turkey where women are not respected and we either want a full refund or we pay $599 each only if they guarantee that our trip won't be canceled. They said they would call us two weeks ago. We later looked at our account and it was rescheduled without our consent. We have been patient for three years and then they do this. We want a full refund.

  Business Response

  Date: 20/03/2023

  #*****

  Customer has requested a cancel/refund to this booking.  Refund process completed.

  Case is settled, and closed, thank you

   

   

  Customer Answer

  Date: 20/03/2023

  
  
  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:07/09/2022

  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 trip with UTO back in 2020/21 and it has been cancelled and postponed for 3 years now. I have tried to rebook the same trip when offered a few additional times and no one gets back to me. I noticed they have another trip available for the same price but I will go in 2024 but cant book this online with out paying again. I have tried to call and I get disconnected or put in a voice mail that hangs up on me. I waited over an hour and the phone just hung up since it was overloaded. The chat does not work at all and e-mail is cumbersome and not timely . This package expires and I can't get hold of anyone to assist me. The original booking is UTO-***** and I want to change it to the Ultimate Thailand and China 10 day trip starting on 10-28-2024. This is a simple exchange but is impossible to work with this company.

  Business Response

  Date: 18/09/2022

  Dear customer,

  Thanks for your comments.

  Sorry for the inconvenience, I see your booking has been
  successfully rescheduled to 2024 October, order number #*****
  
  I think the problem has been resolved.
  
  Thanks again for booking with us.

  UTOvacation Team

  Customer Answer

  Date: 19/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was given a credit to apply to this reservation on-line. I cannot figure out how to apply this online and your lines are very busy and end up in voicemail .Please apply this for me so this can be closed out amicably. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 20/03/2023

  #*****

  Customer has rebooked the same trip to depart 2024 October.

  We advise to contact us via Online Chat for immediate assistance. Thank you

• Initial Complaint

  Date:06/09/2022

  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.

  On February 9, 2022 I purchased a tour to Thailand and China for a tour from October 31 2022 to November 11, 2022. It was cancelled and under their contract they signed with me they were suppose reschedule my tour since it was cancelled to because of China not allowing anyone in the county. I was promised an alternate date for another date as per our contract. Which states that if a tour is cancelled UTO would reschedule me another tour in it's placement due to a government lock down. I was never inform that the tour was cancelled. When I offered to reschedule the representative told me he wouldn't reschedule my tour and they were keeping my money. He told me a supervisor would call me and never did. After 3 calls, 4 emails I still wasn't notified or offer a tour to replace this one. I am requesting a full refund for $694 which I paid because I was never offered the chance to reschedule my trip and was told they were keeping my money. they refused to return my money. They didn't keep their word and because of that I'm out $694 and can't do anything about it. I was also told by a travel agent an 11 day trip to China and Thailand would be impossible to get for $694 and that it was a bait and switch. $399 for that trip is impossible to attain that's why they just kept my money ***** ********* *** *** * ***** ** ********

  Business Response

  Date: 18/09/2022

  Dear Customer,
  
  Thanks for your information
  and comments.

  
  First,
  UTOvacation did not cancel your trip. It is China still have 7+ days
  quarantine (it recently drops from 14+), we only suggested as a better travel experience, traveller should
  postpone your trip to a later date. 

  We will be happy to offer reschedule option, you can pick the same travel season in 2023 or even 2024.

  Please contact us via *********@***********.com.

  Thanks for your understanding.

  UTOvacation Team

  
  

• Initial Complaint

  Date:06/09/2022

  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.

  Cancelled trip to Paris over two months prior to travel date with no notice. We were scheduled to travel to Paris with UTOvacations on 18 November of 2022. On September 2nd, 2022, we attempted to upload our passport information to the UTO system but could not. In a chat session a staff member told us that our trip had been cancelled due to not enough people going on the trip. They said we could rebook but at a much higher price to ourselves. This is in contrast to the fine print in the contract. Then we called the company where a customer service person first said that out trip had not been cancelled at all. Her English was very poor. Then there was a pause, someone corrected her and then she said that her manager would email us with an explanation. A person by the name of Amy Yiu emailed us and in very bad written English told us that our trip was cancelled as we did not have our passport information provided. We were given no timelines or deadlines and were over two months early. This makes no sense. Further, she stated that they would only be able to send us partial payments via a check. At this point, a check from this company is not to be trusted. We paid by credit card so they should reimburse us by credit card. We should also be reimbursed for the full amount and not partial. Their fine print in the contract fully states that if they need to cancel a trip for any reason they will rebook clients at no further cost to the client. Based on their business practices and low English skills, we believe this company to be ********** and perhaps not even headquartered in Ontario. We want to be reimbursed for the full amount paid to this organization on our credit card. Right now it is scary to even think about giving them our credit card number again as we believe this to be an offshore ****. I highly suspect that we have just been taken for a ride and will need legal assistance.
  
  
  

  Business Response

  Date: 18/09/2022

  Dear Customers,

  
  Thank you for reaching out.
  UTOvacation has been in business for 11 years and you have no idea how many happy travelers who have explored the world with us in the past. As a matter of fact, right at this moment when composing this response, in Egypt, Turkey, Morocco, Spain, Greece, India, Thailand, Peru, Dubai…UTOvacation flags are flying high leading our groups traveling in different parts of the world. Are we a ****? Our passengers can give you an answer.
  As a responsible member in the travel industry, we have followed the rules set by our governing body (TICO) and we have included all necessary clauses in our terms and conditions in order for us to operate our business in a professional manner. Requesting valid passport information from our clients before the cut-off date is very important as we need that information to confirm the reservation with the airline, hotel and ground operator and such regulation has been elaborated on our website and the booking document.
  ******, let us not beat around the bush any more. You did not provide us with your passport information on time and later on, we have offered you a number of flexible solutions. You know it and we know it.
  
  We ask you to keep us informed which option best suits you and we are happy to help you out. But the precondition is: Take back your groundless ***** against us first.
  Thank you
  UTOvacation Team

  Customer Answer

  Date: 19/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: With our receipt indicating that we paid for our trip in full we received five full pages of Terms & Conditions as written by UTO. We have copies of these documents.  In those conditions there was zero mention regarding chronology of submission of passport information. Further, France does not require any visas from Americans. There was zero communication regarding passeport documentation. Of note we booked this trip via the ********* recommendation and their website. We only found out that our trip was canceled when we were attempting to upload our passeport information on September 2nd and could not. Immediately, UTO staff stated that our trip had been cancelled as they did not have enough travelers for the trip. In direct conflict of the Terms & Conditions provided us, the staff member immediately stated that we could rebook but at a much higher cost. (We have this communication in writing.) We then called UTO to verify this information where a representative stated that our trip had not been cancelled. She then retracted that comment and said that a manager would email us. The manager of operations then emailed us and stated that our trip had been canceled as we had not provided passeport information. This was still September 2nd and we could have provided our information in minutes and there would have been no difficulties. UTO could also have provided us a refund that same day but they did not. They continue to hold our payment and a balance of $598.00 (U.S.) is due to us. First the operations manager and then the president of UTO vacations has stated that they would withhold our refund until we took down a negative review from **********. The president went so far as to text us ******* on Saturday the 17th of September after ten P.M. Eastern time. Because we felt unsafe, we took down that ********** review. UTOvacation had over two weeks to uphold their contract with us or refund our money, they did neither. We now fully expect that the management of UTO will withhold our refund and continue with phone calls and ugly text messages. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

   

  **Update**

  *** ********* ***** ** *** ********* ********* **** ********
  
  ****** **** *** ******** ******* *** ***** * ********** ******** ** ************. This trip was to Paris, France, November 18th 2022. There were no visa's required. As previous documents indicate, the first reason they provided for cancelling our trip was because they did not have the minimum number of travels and they asked for more money. We have no emails from them asking for or assisting with passport information. We attempted to upload them on September 2nd and when we could not, that is when we were informed that our trip has been cancelled. 
  

  Business Response

  Date: 20/03/2023

  #*****

  Customer has canceled and a refund has been processed to customers.

  Case is settled, and closed, thank you

• Initial Complaint

  Date:06/09/2022

  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.

  I booked a trip to Japan for Oct 2022 from UTO and made a deposit of $1200.00. **** *** *********** However the trip has been cancelled due to COVID-19 restrictions in the country, as specified by their customer service rep Amy on June 28th. I was assured during the call that my refund would be processed in next few days and was told not to worry about my money; however, it has taken more than two months with continued radio silence on their part despite consistent attempts to contact them regarding the refund. On August 3rd I was sent an email saying the refund "was still pending approval" with no further elaboration. I sent another reminder on Aug 24 with no response at all. **** ******* ********* ***** ********* ** ********* ***** ** ******* ***** ***** *** ****** ******** ** ****** ** ********** ******** *** ******** *** *******. Upon further research, there have been an extensive number of complaints of the same issue, with some calling for a class action lawsuit.

  Business Response

  Date: 18/09/2022

  
  Dear Customer,
  
  Thanks for your comments,
  your tour is to Japan is in October.
  The reason we are pending the payment/ticket is because the
  travel status to Japan is still not final confirmed. We are trying to wait for
  confirmation from Japan in the last two months.
  
  The answer until today is still unconfirmed, first is
  the visa issue, now all the travelers going with the tour company need to
  request a special visa approval from the Japan government - ERFS
  application, none of the cases has  been done successfully. 
  Secondly, Japan now is experiencing the 7th wave of covid
  (https***********************************************************************************),
  according to our team in Japan, their government might change the reopen
  policy very soon, we don't know it will be another lock down or quarantine
  restriction.
  
  With those concerns, we can not proceed with your air ticket
  at this time, as airline tickets are fully non refundable.
  
  We will suggest moving the Japan trip to 2023, same travel season next year. Alternately, we suggest you change the destination to Thailand if
  you insist on traveling this year, we do have groups in Oct and Nov, and they
  are fully open with no restriction, not even a covid test check.
  

  *** ******** *********** ** ******
  
  ***** *** **** ************ *** ****** ** ******
  
  *** **** ******** ********* ** ****** **** ********
  *** **** ******* ******** ***** *** **** ******** *********** ****** ** ***** ** ********* ****** *** *********** ********* **** *** ********** ** ****** ********* ****** ******* ********** ******* **** ******* ********* ******** ***** *** ********** ******** *** ***** *** * ************ ****** ********* ********** ****** ****** *** ********** *********** *** ***** ****** ** ******** *** ******** ** ******* ******** ***** *******  * ********* ******** *** ***** ** ***** ****** ****** *** **** ********* ************ *** **** ******** ********* ** ****** ********
  ***** ** **** ***** **** **** *** ***** ******* ******* ** **** ******* ** ***** ***** ***** ********* *** ********* ** * ****** ***** ****** *** **** ** ** ********** ****** ***** ******* ** ******

  UTOvacation Team

  Customer Answer

  Date: 19/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ?Thank you for your assistance regarding my complaint about UTO.
  Based on my experience with this company, I have lost my trust given their lack of communication (nearly 2+ months of radio silence despite consistent attempts to contact them) and lack of any attempt to alleviating the issue in which the company is holding my $1200 deposit hostage. At this time, I would like to get the $1200 refund immediately and move on. 
  Additionally, this response written to the BBB was the first time they have ever mentioned any type of alternative or explanation - they had previously replied saying the refund was not approved and ceased communications.
  
  Thanks again,
  
  **** **** 

   

   

  Business Response

  Date: 20/03/2023

  #*****

  Customer has received refund from UTOvacation.

  Case is settled, and closed, thank you

  Customer Answer

  Date: 20/03/2023

  
  
  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:30/08/2022

  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.

  On 12/7/2021 I booked a tour of China and Thailand for November of 2022, with UTO Vacation; giving them a total deposit of $497. (order #******.
  On June 3, 2022, I received an email from UTO, strongly advising me to cancel and apply my payments to future travel credits, due to the near impossibility of international travel to China, given China's Zero Covid policy. I followed their advice and cancelled the trip.
  On June 22, 2022, I saw another promotion on ********* of a different China/Thailand trip at a later date (deeply discounted, as was my original trip). When I tried to book that trip for February, 2023, I was notified by UTO's online chat , that only "new" reservations were allowed, not those using travel credits.
  Since my booking was a new booking, and since they were the ones who had advised me to cancel and save the travel credits for a future date, I complained to them by email and tried to reach them by phone, to no avail.
  I finally complained to *********; and after extensive correspondence and documentation over a matter of weeks, I finally got a call from a UTO representative, telling me (rather rudely) that I could use the travel credits on the new tour, but that the booking dates were extremely limited.
  I asked if I could get a refund instead, and they refused; so I did finally book the new tour on the phone with their representative, with one of the few dates available (which was not my original date and not to my liking.) That was on July 12, 2022.
  Since that time, I have received no written confirmation of the new tour and have heard nothing at all from UTO. There is nothing on my account at their website that reflects the conversation or the new reseration.
  At this point, rather than continuing to be in limbo about my travel plans for next winter, and having lost all confidence in UTO, I I would like a refund of my $497. I do not want to commit further funds to a company which is unresponsive and, I believe, **********

  Business Response

  Date: 11/09/2022

  Thanks for your information
  and comments.

  First, UTOvacation did not
  cancel your trip. The current barrier to China is the 14 days quarantine
  (estimate cost of $2000 cost/pp) with four tests before departure (estimate
  cost of $500 pp). We only suggested as a better travel experience, traveller
  should postpone your trip to a later date. We have email notification to keep
  our travelers posted.
  
  We have offered 100% of
  travel credit that you can continue to use it for 18 months of time. This offer
  is accepted/recommend by the local regulator - TICO and indicated detailly on
  our invoice - "Should an outright travel ban be implemented by the
  departing or destination country/city, a full travel credit will be
  offered.  Refunds will not be granted for
  pre-existing situations at the destination country at the time of the
  booking."
  
  With all the respects, we
  really wish you can stay with us, and once Japan release all travel
  restriction, you could resume your booking and reschedule your trip.
  
  Of course, there is always
  the alternative option for choosing other destinations through our website.
  
  Thanks again for your
  understanding.

  #*****

  Customer Answer

  Date: 14/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They deceived me (and other customers as well)  by continuing to promote on ****** *** a discounted trip to China, then actively encouraging people to cancel because of the Covid quarantine conditions, refusing to allow the transfer of credits to another discounted trip, and failing to confirm in writing a rebooked reservation by phone (a conversation which only took place after lengthy correspondence and intervention from ****** ***). Even their response to my complaint, which references trips to Japan, which had nothing to do with my booking, reflects their inappropriate communications. I cannot travel with a company in whom I have lost all confidence; and I respectfully request that they refund my entire deposit.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 20/03/2023

  #*****

  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:30/08/2022

  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.

  In October 2021 I paid the dp $1600 for China tour in October 17 2022...uto vacation can't provide this tour so I requested a refund which they refused. The mistake is not from my end.
  This is unfair because the cost now is much higher and the values of money depreciates.
  Please help to get my money back.
  Thank you.

  Business Response

  Date: 11/09/2022

  Thanks for your information
  and comments.

  First, UTOvacation did not
  cancel your trip. Travel for tourism is still not permitted. Visa-free travel
  is suspended. Travelers who believe they qualify for an exception to Japan’s
  strict entry controls should contact their nearest Japanese Embassy or
  consulate for information. As per
  https:/***************************************, your tour booking with us will
  be impacted.
  
  We have offered 100% of
  travel credit that you can continue to use it for 18 months of time. This offer
  is accepted/recommend by the local regulator - TICO and indicated detailly on
  our invoice - "Should an outright travel ban be implemented by the
  departing or destination country/city, a full travel credit will be
  offered.  Refunds will not be granted for
  pre-existing situations at the destination country at the time of the
  booking."
  
  With all the respects, we
  really wish you can stay with us, and once Japan release all travel
  restriction, you could resume your booking and reschedule your trip.
  
  Of course, there is always
  the alternative option for choosing other destinations through our website.
  
  Thanks again for your
  understanding.

  UTOvacation Team

  #*****

  Customer Answer

  Date: 14/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The business doesn't give a reasonable substitute tour. Original tour is for 16 days China Japan on October 17 , 2022..

  Offer for October 30,2023 is not comfortable/too cold because it will enter the month of November. 

  They put pressure in me.

  Please solve the problem in a fair manner. Thank you for your help.

   

  
  
  
  Sincerely,
  
  
  
  *** *****

  Business Response

  Date: 20/03/2023

  #*****

  Customer has agreed to have a travel credit allocated to her account on Feb 3, 2023.

  Case is settled, and closed, thank you

  Customer Answer

  Date: 20/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Utovacation still kept $600,-  ok to give this $600 as travel credit. Reason: I already called them to reschedule the March tour to October 2023 Tour . Because of short notice( Dec 20, 2022 notice for tour on March 8 , 2023. No time to get visa for China n Japan in a short notice, and Dec 10,2022 when Becky said China's closed, I made other plan.

  Utovacation took my $600,-  said travel credit non refundable. But I told to reschedule/ transfer the deposit$600. I called in early November 2022.

  Money back is better but if not possible  then travel credit $600. The reason I agreed travel credit ...because they said I have no other options.

  Please be sincere,  thank you.

  *** *****. 

  Business Response

  Date: 04/04/2023

  #*****

  Customer has put through disputed payment with credit card company.

  Customer needs to settle dispute payment penalty in order to activate the account.

• Initial Complaint

  Date:29/08/2022

  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.

  At the start of 2022 I became aware of a deal UTO Vacations was running listed as " Highlights Of Thailand & China 12 days - USA Departure" (********* *****) I decided to organize with 15 other friends & family (16 including myself) to book the deal for the 10/31/22 departure date, from both NYC & LAX as my guests are bicoastal, for my 25th Birthday. We also added the direct flight package, the daily breakfast buffet package, & more than 10 travelers purchasing the 5-star Phuket extension. Up until June, everything was looking fine, payments were being made & we were patiently awaiting the 150 day mark to receive our booking information & finalized itinerary. With the state of China at the moment, UTO sent out an email notice essentially stating that we either postpone our trip til 2023, accept travel credits (NOT A REFUND), or choose another tour and cover the difference in cost out of pocket. There are 16 of us booked and paid for a trip that was slated to leave Oct. 31, 2022. Non transferable vacation days, teachers, health care workers, government employees, etc all part of my groups makeup. We are not able to reschedule and I've even proposed to UTO that we are willing to take the trip and fend for ourselves for the days we were originally supposed to be in China. I asked that the departure dates be kept as is, flying into Thailand only. Proposing that we be compensated with flights to ChiangMai at the start of our trip and I would take care of my groups accommodations those first 5 days in the city, then we proceed to the originally booked/ promised itinerary that we paid for. UTO has dodged my calls & emails, only responding weeks afterwards with generic "please choose one of the options we've offered." Also stating that my request was asking for a "custom tour" and they do not do such things. I just don't see how a business can sell you a product/ service, not be able to deliver on said product/ service and then project as if it is the consumers problem.

  Business Response

  Date: 11/09/2022

  Dear Customer,

  Thanks for your information and comments.
  
  First, UTOvacation did not cancel your trip. It is China
  still have 14 days quarantine, we only suggested as a better travel
  experience, traveller should postpone your trip to a later date. Thailand is
  fully open now, however, however customer can only stay with the appointed
  AQ/SHA+hotels.
  
  We have offered 100% of travel credit that you can continue
  to use it for 18 months of time. This offer is accepted/recommend by the local
  regulator - TICO and indicated detailly on our invoice - "Should an
  outright travel ban be implemented by the departing or destination
  country/city, a full travel credit will be offered.  Refunds will not be granted for pre-existing
  situations at the destination country at the time of the booking."

  You can rebook a new tour with your travel credit, you can also change to different tour.

  https://*********************************************************************

  Thanks for your understanding

   

  UTOvacation Team

   

  Customer Answer

  Date: 15/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The opening sentence of UTOVacations response was a complete contradiction to the rest of their statement. Essentially, by not providing the consumer with the tickets and accommodations they paid for and telling them their only options are to book a different tour or take a credit, not once offering to commence with the trip amended due to circumstances out of the consumers control, is not acceptable. UTO mentioned that “Thailand is fully open now, however, however customer can
  only stay with the appointed AQ/SHA+hotels.” So what hotels are UTO offering given this stipulation for our booked trip on our booked dates ?

  I’ve expressed profusely that we are not rebooking the trip for different dates or finding another tour. We want the flights booked to leave on October 31st, 2022 and to return on November 14, 2022. Hotel reservations made. Tour guide designated. And whatever else that is supposed to be provided with our booking. If our trip is not canceled by UTOVacation, why are we a little more than a month away from our departure dates without any confirmations or information regarding our trip?

  I’m not accepting this response because UTO Vacation is still promoting this exact tour on their site for dates in 2022 and beyond and they’re not fulfilling their booked reservations. Instead, they’re ******** their customers into spending more money and/or taking a loss on their booked tours and dates.

  Please understand that I’m not budging on changing my tour. I’ve offered my exception, we can handle the beginning of the tour without accommodation and guide from UTO and can begin with the guide and accommodations through our booked tour on the date we were originally supposed to arrive in Bangkok. All we want is for the flights to and from Thailand to be booked and the accommodations to be made according to the purchased itinerary, I will take the loss on the China portion. Please send the confirmations and itinerary promptly. If this is not done, I want every single one of the people in my group to be fully refunded, not in future credit, to original form of payment. We are not rebooking if this trip is not made happen on October 31st- November 14, 2022.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 19/03/2023

  #*****

  You have agreed to have your credit allocated to your account on March 9, 2023.

  You may freely to use your credit to rebook any trip on our website, when you check out you do not have to make any payment from your credit card but to use your credit to check out.

  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:23/08/2022

  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.

  I booked a China/Thailand personal package trip offered by UTO Vacations and paid a deposit in July of 2021 (order *****). China has not yet opened for leisure trips, and the trip keeps getting postponed by the company. They have not responded to my last two e-mail requests for a refund (sent on 7/29/22, 8/9/22 and again 8/22/22). I would like a refund as I cannot keep changing my travel plans and waiting for China to re-open. It has been a year since I booked. Thank you.

  Business Response

  Date: 02/09/2022

  Dear Customer,
  
  
  
  Our customer team have reached out to you and offer the solution.
  
  
  
  Please kindly response and confirm your decision.
  
  
  
  Thanks
  
  UTOvacation Team

  Customer Answer

  Date: 06/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have checked my e-mails and phone/voicemail records from 9/2/22 and do not find any message or offer of a solution from UTO Vacations. Please reach out to me again by e-mail and/or phone (preferably phone) so I can review the solution. I look forward to your prompt response.

  Business Response

  Date: 19/03/2023

  #*****

  Customer has been refunded his payment.

  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,
  
  
  
  ***** *****