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Business Profile

Travel Agency

UTOvacation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Reviews

Customer Review Ratings

1.02

Average of 106 Customer Reviews

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Review Details

  • Lora C

    Date: 04/11/2023

    ** *** **** **** ******** **** ***** ********* ******* **** ****** ** ****** *** ** *** *** **** would not take any accountability or give us even a partial refund. Communication with UTO was poor at best. They claim to have sent me an itinerary but I didn't get anything until 2 days before the trip. When I call them and asked about booking an extra day or two onto our trip, they would not give me the name of the hotel where we were staying. They said our guide would contact us and we would find out the name of the hotel then. I imagine the reason they did not want to tell us the hotel was because it cost $45 a night and they wanted to charge ** ****** ******* each $125 a night for any extra nights. ***** ****** ** **** ******** *** ** *** ********* ** **** * ********* ******** ********

  • Tara P

    Date: 30/10/2023

    *** ** * **** * I purchased vacations to Thailand in 2019 and they have never followed through with the vacation or the pricing. They have given me the run around for 3 years now. ***** **** **** * ******** **** ****

  • donna e

    Date: 25/10/2023

    ***** ** *** ** ******** **** *** **************
    ** *** *** **** ********** ** ****** We booked and paid for our trip in February of 2022, for October 2023. We got the threat level notice in July of 2023 about China and the U.S., and opted to continue with the trip. They offered alternatives for hundreds more dollars, but we refused and opted to keep the China trip. After multiple calls, they assured that we would get a refund if the trip cancelled since it was not our fault. I have the email they sent. Once the departure day came, and the trip did not happen, they assured a refund by check in 3-4 weeks. The check did not come. I reached out to ********* for help and sent them all the information. I then emailed UTO since they will not answer my calls. I received an email back stating they needed 2 more weeks to process m refund. Today is 2 weeks. I called ********* for assistance and follow up on my original call. ********* confirmed many complaints about UTO, but would not commit to helping get my money back. They apparently did reach out to UTO and UTO told them it would be 6-8 more weeks for my refund. ********* seems ok with this, but I am not. *** *** ******* *** **** ** ********* ** ****** ** ***** ***** ********* ** *** **** ****** *** ** ****** ******* * ******** **** *** ***** **** *** ***** ** *** ********** *** ******** ** ** ******** **** **** We booked an alternate trip from a different company and have gone and returned in the time that it has taken to fight for my money back. * ****** ** **** **** ****** ** *** ** * **** *** since they operate out of Canada, it will be a challenge. I WANT MY REFUND!!!

  • Kendall B

    Date: 23/10/2023

    We were supposed to go to Thailand and all of the paperwork said Leaving from Los Angeles. We’ve lived in LA for 40 years and when they say Los Angeles most will think of LAX. We got to the airport and was told we are scheduled in Ontario airport and not LAX. We not only missed the flight but now the entire trip because of UTOs lack of communication. Good luck getting a hold of them on a weekend. The only way to reclaim the money is to sue them in a Canadian court which I will do on principle alone. Their customer service is lacking and at least we hAd a person who spoke English with a heavy Chinese accent. In communicating with them in the past, we’ve had people who had basic English skills but were very hard to understand.
    *** *** *** **** ***** **** *** **** **** ** ** **** *** *** *** ************* *** ****** **** **** *** ***** *** **** **********. ** **** ** ** *** **** ****** ******* ***** *** ** ********* **** ******** ******* ********

  • Cheryl B

    Date: 22/10/2023

    ***** * **** **** ** *** *********** **** **** ******* ** ** **** * **** *** we are probably out of the $2,200 we paid them over a year ago. We were supposed to be leaving November 9th for Thailand, China, and Cambodia. They have continually tried to use scare tactics to make us re-book and/or accept travel credits to more expensive trips. They have finally cancelled our trip saying too many people have cancelled and we have no recourse. I do plan on contacting the BBB, TICO, and my credit card company *** * ***** **** ** ***** * ***** ****** ******* ******* **** ****** ********** *** ********* ********

  • Laura K

    Date: 20/10/2023

    I booked a trip to China-Thailand-Cambodia for two people. I paid just over $3,000.00 in October 2022 for a trip that was set to depart from Los Angeles in October 2023. (1) First, they gaslit me into thinking that I caused the trip to be cancelled because I missed an email about uploading my passport. I uploaded my passport within a week. A legitimate company doesn’t use gotcha tactics to get out of delivering what they promised. But at the time, I thought it was my fault. I called them weekly to plead my case. Eventually, by a fluke, they decided to reinstate the trip. (2) Second, they tried to scare us into cancelling with vague references to geo-political ******* and more gotcha surveys asking for confirmation and *********** cancellation if I didn’t respond. I was vigilant. We did not cancel. (3) They were to provide flight and hotel details 30 days before departure. We were informed that we would get them 15 days before instead. We had paid for an upgrade of direct flights from LAX to Beijing. Hadn’t they bought the tickets and the hotel months ago? 15 days was a Sunday — nothing was uploaded to our accounts. 14 days was Canadian Thanksgiving. They were closed. (4) 13 days before our departure date I called their offices. Their phones were shut off. I could only contact them through chat. A representative informed me via chat that our trip was a “no go”. They offered a refund or to reschedule to 2024. We opted to reschedule to 2024. I also posted a factual, 1 star review on ****** explaining that they had canceled us 13 days before departure. (5) A representative from UTO Vacation contacted me via phone and saying they saw my negative review and they wouldn’t reschedule me for 2024 unless I took it down. A few days later they put that ****** in writing. I declined both times. They have not responded. (6) My departure date was supposed to be on Monday, October 23, 2023. They have not refunded my payment or rebooked my trip as of today, October 19th.

  • Cory M

    Date: 19/10/2023

    **** ******** ** * ***** We booked a trip over 14 months ago. Throughout the year, they also sent very alarming emails with ***** wording implying that we should take a travel credit. All of the other regular trips are thousands of dollars more (and likely not real just like this one). They said they would send us our itineraries 30 days before, then it changed to 15, and then finally cancelled. They didn't notify us. We had to call in to find out. Then they refused to send us any confirmation of cancellation. They then said they would put in a refund request, but nothing was ever booked, so there should be no delay to refund the money! Then they took their phones off the hook and redirected to a chat. The chat refused to acknowledge that they had cancelled the trip or sent any confirmation. **** *** ********** * ***** There are also tons of hidden fees (like a $300 USD tip) that don't make any sense.

  • Cyndi K

    Date: 18/10/2023

    ******** ******** ******** We had scheduled a trip in March to Egypt to leave at the end of this month. Based on the situation in the Middle East, we started reaching out to reschedule our trip. They were not accessible on the weekend not could you speak to anyone on the phone. We received NO REFUND after choosing to not take our trip. We found them on ********* and we are going to make this same report every where we can. ** *** *** ** *** *** ******* ** ****** ** *** **** **** *** **** *********** ************* *** *** ***** **** ** **** **** ******

  • Angie N

    Date: 11/10/2023

    We (20 people) booked a 10-day China-Japan tour in September 2022 for Oct 26-nov 4, 2023. We received emails in July 2023 notifying us if level 3 restriction to China, another in September 2023 saying tour’s still on schedule, and we chose option to continue with the tour and that flight info would be available late September. Then early October they sent email with hotel info and potential flight conflicts (up to 4 layovers in different countries) from us-China. We still chose option to go. Then 20 days before departure, an agency called to say that the tour had been canceled due to few travelers going. I told her our group has 20 people still going, and she changed the reason for cancellation to flight schedule conflicts that they deemed unsuitable to travel. I asked for refunds and agent said management would contact us directly to discuss this matter. The website still shows our departure in 15 days, which is totally false. We have not received any suspension letter from the agency nor any follow-ups regarding their decision to cancel the trip. They don’t take calls, chat option on their website doesn’t work, and no email option available. They take people’s money and do not deliver anything. We each couple paid $1199 in full so they pocket a total of $11,990. **** ** **** * ****** *** **** ****** *** ** ******* ** ** ** ******** ** **** **** *** *** **** ****** *** ***** ***** ***** *** ***** **** *****  We want our money back now!

  • Jay S

    Date: 07/10/2023

    **** ******** ******** **** ****** ********** ********** **** **** ********* ******** ********** *** ***** ** ** ******** **** ** *** ***** **** **** ******* ** ******** ****** They sell vacation packages that they know that can't deliver. Then they tell you that you can't get a refund even if THEY CANCEL. What **** ** ********* is that? Go on their media pages, and they have **** *** **** accounts posting how fantastic of a time they had. **** *** ***** ****** ***** ****** **** ***** ******* ****** * **** ****** *********** * **** **** ******* ******* ****** *** ** *** ** ******** **** *********** **** ****** ***** ** ******* ** ** ********** **** **** * ******** ****** ******** **** **** ** ** ***** *** **** ** * ***** *** ******** *** ******** **** ******** ******* I will never deal with these *** ***** again, and I have advised others not to as well.

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