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:08/20/2024

  Type:Sales and Advertising 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 received the promotional getaway of 2 nights accommodation and paid the required deposit of approx $78 An agent was assigned to json 5/13/24 we started communication about a booking almost immediately and then all communication stopped and its been radio silence since May. I have emailed several times. Called and left messages and have now had an automated email back saying the Odenza Info email is not monitored Ref # ****** I would prefer a refund immediately of our refundable deposit as I no longer wish to receive any service from this company

  Business Response

  Date: 08/26/2024

  Hello ********, we appreciate you reaching out to us regarding this matter. We sincerely apologize for any difficulty that you experienced reaching your dedicated travel advisor. We thank you for your patience as we are working on improvements to ensure that every guest is assisted as quickly as possible. We are glad that our Travel Manager has been in touch with you to offer further assistance with your travel booking. We can confirm that your refund has been processed as requested. Your certificate is still valid, and we would be happy to help you explore your travel options in the future if you would be open to this opportunity. Please feel free to contact our customer service team for any assistance needed at **************.

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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 called this company to book a FREE STAY i was advised i had for 7 days for an upcoming business trip i had . I had already had a room booked for myself but thought why spend so much when i have a voucher .i had to pay a $100 deposit JUST TO SEE THE DATES I called them and got a man named ************************* on the line , he said he didnt have any rooms available for the dates i needed but that they had other really great promotions where very nice rooms would be really cheap!! But the quotes he began giving me was similar in price to the reservation i already had . By then i asked for the refund of $100 , BUT WAIT the man said , seeming to really want to get the sale of a hotel! He said he had JUST come across a very cheap rate for a nice hotel , my hotel i had free booked had parking INCLUDED & a deposit of only $100 for the entire stay. So before booking this i asked him to PLEASE PLACE ME ON HOLD and call to verify if and how much their holds were and if parking was included !! He pretends to place me on hold and call & came back & told me parking was included and there was NO HOLDS just a resort fee of like $246 for the entire stay. I said okay & was charged $503 ADDITIONAL DOLLARS !! Something told me to call the hotel myself and i did , only to find there was a $56 dollar a day parking fee , an $125 hold EACH DAY on our room totaling $750 additional dollars PLUS the resort fee, i was INFURIATED!!! I called and spoke with him and demanded a refund and scolded him for LYING TO ME AFTER ASKING SPECIFICALLY ABOUT THESE FEES!! He then tells me and sends a screenshot JULY 31st that states theyre happy to fully process my refund and the refund is approved and i should have it before August 13!!! ITS AUGUST 13th AND I STILL DONT HAVE MY MONEY!! I will be SUING !! You guys are liars and manipulative and would have had me on vacation looking stupid in complete shock at over $1000 in additional fees!! I WANT MY MONEY NOW!!$603 dollars to be exact !!!

  Business Response

  Date: 08/16/2024

  Hi *******, thank you very much for reaching out to us regarding your experience. Your dedicated travel advisor did not have any intention to miscommunicate the pricing or fees required by the resort, and we sincerely apologize for any confusion that was caused. Our goal is to provide the best possible service to every customer and ensure that each guest is fully taken care of. We understand that your travel advisor was able to coordinate a full refund for you with our travel suppliers, however we are very sorry for the delayed transaction. Our Travel Manager, ******* has been attempting to reach you directly so that we may provide the appropriate assistance. If you could kindly get in touch with Kaushal or you may also call our customer service department at ************** to be connected. Your experience is very important to us, and we want to ensure that this matter is resolved to your satisfaction.

• Initial Complaint

  Date:07/16/2024

  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.

  My husband and I received a free vacation from ************ Vacations Club for attending a presentation. Odenza Vacations was in charge of accommodating us. I reached out to them multiple times since May via email to book the vacation. I have not received a booking as of today. I called the phone number but you have to leave a message, which I have done. I want a refund OR my vacation. Either is fine with us.

  Business Response

  Date: 07/22/2024

  Hi ******, thank you for reaching out to us regarding your experience. We would like to apologize for the delay in hearing from your travel agent, as we continue to manage an unusually high volume of travel requests. We appreciate your patience and want you to know that we strive to ensure every guest receives the best care. We are glad to hear that you are now working with your agent to plan your vacation. Please feel free to reach out to your travel agent or our customer service team at ************** should you need any further assistance.

• Initial Complaint

  Date:06/27/2024

  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.

  In 2023, we were offered a Marketing package which we had to register within one year. We paid $50 (non refundable). When we got ready to use the packet we had to pay $398. We did try to use the packet, but could never settle on a date and time that was convenience or agreed with the agency's rules and terms. They had blackout days and ****** guidelines that were not initially understood. So we requested a refund. "No problem" said our consultant (***************************** ************ | T: ************). We have been waiting on that refund for the last five months. We were told AGAIN on June 19th, 2024 that the refund was processed and mailed, but we have not seen it. We are just wondering where the refund is. Thank you for any assistance.

  Business Response

  Date: 07/03/2024

  Hello *******, we appreciate you reaching out to us regarding this matter. We are very sorry to hear about the delay receiving the refund of your deposit as this is not our intention. We understand that we were unable to process the refund directly onto your card as the account was no longer active, in which case your travel agent had confirmed your current mailing address, and a check was sent to you by regular mail. We cannot confirm why that check did not arrive to you; however, we apologize for the inconvenience. To best resolve this for you, our team arranged to send the check again by tracked priority courier service and we are glad to hear that you have now received the refund. Thank you for your patience, please feel free to contact our customer service team at ************** should you need any further assistance. We are open Monday through Friday from 8:00am to 4:00pm PST.

  Customer Answer

  Date: 07/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **********************
  
   
  

• Initial Complaint

  Date:06/03/2024

  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.

  During May, 2023, I sent in a $50 payment to Odenza, which was a deposit for a free trip awarded to me by Hilton Grand Vacations Club. I was advised I had until March 2025 to make the trip. I received an email reply from *******************************, with contact information. I waiting until this Spring to reach out, as I didn't want to take the trip until late 2024. I have reached out to ****************** approximately 10 times, and have received no return calls. I did find an email in SPAM that she tried once to reach me by phone, but chose not to leave a voice mail, but instead sent the email. I have replied to that email multiple times. When I was unable to reach her, I have called their main customer service number. The first two times I spoke to someone, who told me they would reach out to ******* and have her return my call. The next two times, after being on hold for several minutes, received a automated message indicating they were to busy to help me, but to leave a message. I left a detailed voice mail requesting a return call, but have not yet received a return call.

  Business Response

  Date: 06/07/2024

  Hi *******,thank you for reaching out to us. We would like to apologize for the difficulty you experienced when trying to get in touch with your travel agent. As we continue to handle an unusually high volume of travel requests, our agents are working to respond as quickly as possible. We are glad that ******* has now connected with you to help resolve this matter. Please note that your certificate is still valid, and you are welcome to reach out to us again should you like to explore your promotional vacation in the future. Please feel free to contact your travel agent directly or our customer service department at ************** for any further assistance. We are open Monday through Friday from 8:00am to 4:00pm PST.

• Initial Complaint

  Date:05/09/2024

  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 received two certificates, one for a 7 night resort getaway which I paid $100 as a refundable deposit on 7/31/2023. And the other for a 2 night getaway which I paid $78 refundable deposit on 6/22/2023. I recieved 1 email from this company from a travel agent to book. I have tried reaching out directly to that travel agent via email and phone call numerous times to assist with booking as their website is ridiculousto navigate. I have also called and emailed odenza customer service directly several times with no response. At this point, I am wanting my refund back as this was advertised as a free vacation however upon further looking into it, there are way too many fees and terrible travel agents that dont respond back to help with anything. I have been trying to reach out to them for several months regarding a refund and no response at all from them.

  Business Response

  Date: 05/15/2024

  Hi ******, thank you for reaching out to us regarding this matter. We apologize for any difficulty that you had experienced when trying to get in touch with us as we continue to manage the high volume of travel requests. We are sorry to hear that the promotional travel offer had been presented to you as free, this is something we would recommend addressing directly with the merchant who had provided the certificate to you as the travel taxes and fees required for each of our programs are disclosed directly on the certificate terms & conditions.  We are glad that our ******** Service Supervisor was able to get in contact with you to provide your refund. Please feel free to reach out to our customer service team at ************** should you require further assistance or wish to take advantage of your certificate in the future. We are open Monday through Friday from 8:00am to 4:00pm PST.

• Initial Complaint

  Date:05/07/2024

  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.

  Trying to get back a deposit of $50 that was taken by this company before I could book tickets to an event. They supposably won't give you a refund of deposit until you use the tickets - which I have done. Trying to reach anyone to talk to is impossible. I just want the deposit back I pay.DCVIPTPOCV10165 You should NOT have to fight to get deposit back - it should just be given. As you can see by numerous complaints it happens over and over again. I don't know how they are allowed to stay in business.

  Business Response

  Date: 05/13/2024

  Hi ***, we appreciate you reaching out to us regarding your experience. It is never our intention for our guests to be unable to receive a refund of their deposit and we are very sorry to hear that you had any difficulty getting in touch with us. We would like to clarify that the deposit required at registration for your promotional certificate is completely refundable at any point prior to redeeming the event tickets. For security reasons, once the tickets have been redeemed, the deposit is refundable only after the event has been attended. We are glad to confirm that a customer service representative has since been able to get in contact with you to help complete your refund. Please feel free to reach out to our customer service department at ************** should you need any further assistance. We are open Monday through Friday from 8am to 4pm PST.

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising 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.

  Harassing phone calls. My number is on a federal do not call list

  Business Response

  Date: 05/07/2024

  Hello ***, thank you for reaching out to us regarding this matter. We are glad that we were able to connect with you directly so that we could provide the necessary assistance.

  Customer Answer

  Date: 05/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********
  
   
  

• Initial Complaint

  Date:04/27/2024

  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 made a $100 refundable deposit towards a 7-day promotional vacation on January 6, 2024. I completed the registration as recommended and received an email with instructions on how to book the vacation. After review of the vacation spots available I decided not to proceed with booking and decided to cancel the deal on the same day. I sent an email to Odenzarefunds.com as instructed, but I received no response and no refund to this date. On April 20, 2024 I sent an email reminding Odenza MG of the request for refund and to this date no response.Cert. # epsnsfrvdr80944

  Business Response

  Date: 05/02/2024

  Hi *******,thank you for bringing this matter to our attention. We sincerely apologize for the delay in receiving your refund request, our team has taken the necessary steps to ensure that this has been resolved internally. We are glad to hear that our travel manager, *******, was able to get in touch with you and provide assistance in completing your refund. Please feel free to reach out to ******* directly, or our customer service team at **************, should you need any additional assistance or if you wish to take advantage of your certificate in the future. We are open Monday through Friday from 8:00am to 4:00pm PST.

  Customer Answer

  Date: 05/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:04/24/2024

  Type:Order 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.

  June of 2023 I had paid my deposit for the sail for 2 free 4-night cruise. I have tired to speak to the agent to my claim and finally got him on the phone. When speaking to him, he is telling me that I will have to pay $640 plus all the extra charges with the cruise line. 1st off, why can I go on carnival directly and pay a total of $700 with bonuses provided from the company that will in the end be less than the quoted $640 though Odenza. How can you advise that you are providing us a free 4-night cruise and after I pay the deposit it is not a free cruise? I am going to spend more than a regular customer going on Carnivals direct website. I do believe this is a spam and definitely false advisement. When I asked the agent to explain as I was telling him about the information from Carnival's website, he is telling me "You are getting a discount of $60" In reality I am not due to the free incentives they are providing, I am actually spending $150 more. I would like for a representee from this company who works in the corporate office reach out since I am going around and around with the agent and trying to speak to someone other then my agent assigned to my account.

  Business Response

  Date: 04/30/2024

  Hi *****,thank you for reaching out to us regarding this matter. We understand that you had a specific ship and sailing date in mind which your travel agent had advised was not available within the promotional offer at that time, but that this could be provided as an upgrade at an additional cost. Our agents strive to provide the best possible value with the promotional program, however the rates and special offers provided by the cruise lines are subject to change at any given time and this is outside of our control. We apologize if the promotional trip had been presented to you as free by the merchant who had gifted it to you. The terms & conditions including any applicable travel taxes and fees for the program are printed directly on the certificate as it is never our intention for guests to feel misled on the offer that they have received. We are glad to hear that your dedicated travel agent has been in touch with you to further review your cruise options and that you have received additional assistance from our travel manager, *****. We value your experience and appreciate the opportunity to continue working with you. Please feel free to contact your travel agent or reach out to our customer service team at ************** should you need any further assistance.