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:04/17/2024

  Type:Service or Repair 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 have requested a refund in 3 different emails for the amount I have given you as deposits for trips that your travel agents are unable to book for me. Everytime I call they say that either the dates I chose aren't available, the location is unavailable or that the price is 2x what it's suppose to be. I have decided to not use my vouchers and want a full refund. As stated in your fine print as long as I don't book the vacation I am due a full refund. You have not answered my emails, and I have not recieved any refunds. Certificate #: ******-10534 is one of the vouchers. Certificate EPTNAIGSS11323 is the email I am replying to. Reimbursement should be for a 4 night cruise ,2 person flight + 2 night hotel stay #******-10388,7 night condo stay for 4 #******-10391,all inclusive 4 night ****** trip all inclusive 2 night ****** trip

  Business Response

  Date: 04/24/2024

  Hi *****,thank you for reaching out to us regarding this concern. We are very sorry to hear that you were unable to find a suitable getaway utilizing your certificate at this time. As this inventory is provided to us by our travel suppliers in conjunction with the promotional offer, we are unable to control the specific dates and hotels that are available at any given time. However, our agents always strive to accommodate our guests to the best of their ability. We sincerely apologize that we had not received your initial refund requests, upon internal review we have determined that these were sent to an incomplete email address. We are glad to confirm that we have completed the refunds for your deposits on both of the certificates that you have registered with us and that the merchant who had issued your certificates was able to provide further assistance regarding your additional programs. 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.

  Customer Answer

  Date: 04/24/2024

  
  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:04/10/2024

  Type:Service or Repair 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 a certificate for a promotional vacation and paid the required deposit with the expectation that someone would reach out to me - its been a month now and I have reached out several times and i have not heard back from Odenza on next steps. I would like a response or a refund of the deposit paid if they can not deliver upon the services committed to.

  Business Response

  Date: 04/15/2024

  Hi ******,thank you for reaching out to us regarding your experience. We are very sorry to hear about the delay in contact from your dedicated travel agent. We appreciate your patience as our agents continue to manage an unusually high volume of travel requests and are working to reach out to their guests as soon as possible. Your travel agent, *****, has attempted to connect with you by phone and email so that she may provide immediate assistance as we value your experience. Please feel free to contact ***** directly or reach out to our customer service team at ************** for further support. We are open Monday through Friday from 8:00am to 4:00pm PST.

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair 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 won a "free" vacation through Odenza. So far, I paid the $100 fee to view their inventory and have placed a location on hold twice now. The holds expire after 24 hours and individuals are to call/email Odenza in order to complete booking. I called them several times, left voicemails, and wrote them an email. No answer. They simply do not pick up the phone or respond. They say they have high call volumes but I don't buy it. It's the same automated voices talking when you call each time and timed the same each time -this forces you to a voicemail prompt after ~5-6 mins of waiting on hold. Odenza does not answer because they know they already got your $100 and do not fulfill their end of the deal.

  Business Response

  Date: 04/05/2024

  Hello *****, we would like to thank you for reaching out to us regarding your experience. We can assure you that we are dedicated to fulfilling each of our guests promotional vacation offers and that it is our goal to provide you with an easy process to complete this. We appreciate that you have followed the appropriate steps to register your certificate and utilize the resort inventory website. Though we are still experiencing an increasingly high volume of travel requests, we sincerely apologize that you were unable to reach us at the time that you were ready to confirm your reservation as this is not our intention. Our travel manager, *******, has attempted to connect with you so that we may urgently resolve this. Please feel free to reach out to Kaushal directly at ************** or contact our customer service team at ************** for further assistance. We are open Monday through Friday from 8:00am to 4:00pm PST.

• Initial Complaint

  Date:03/20/2024

  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.

  Hi.we stayed at your ************* in ********* last year and was offered a 2-day getaway for attending one of your sessions to purchase into a Hilton timeshare. We subsequently booked this vacation through ******* Marketing Group as requested and received a Certificate Number (EPGFTDRC 39676...paid $75 deposit) and received Reference Number 235-8631180 (this was our hotel reservation number). The name of the hotel is *************** (a Hilton Resort) **************************************************************** from March 11 - March 15, 2024. We arrived only to find this place substandard, in the lobby there were several signs of it being a Hilton brand resort. My family and I were extremely disappointed and disgusted from the time we entered into the lobby up to the point we were shown the room that Alhambra assigned to us.it was unbelievable, well below standard that Hilton/Odenza would offer such a place like this to stay. We spent a lot of time and money organizing this vacation only to find out we had to pay additional expenses of having to find another hotel in ******* during Spring Break.at 3 times the amount we would normally pay. Thanks to Odenza, we had no choice but to pay this amount. The *************** would not cancel our reservation and return our initial deposit and additional monies paid once the hotel was booked.what a rip off. I spoke to ****** (Odenza Rep) and she was unable to provide any additional assistance other than offering another market proposal which entailed spending more money to secure. Again, what a ripoff!!

  Business Response

  Date: 03/26/2024

  Hi ******, thank you for reaching out to us regarding this matter. We are sorry to hear this as our agents always strive to book our guests at the most suitable resort according to the preferences provided. We are glad to inform you that our travel manager, ******* is reviewing this situation internally to see if there is any additional assistance that we may provide. We understand that ******* has also reached out to you directly. We would like to assure you that it is never our intention to book a guest in a resort that is not satisfactory, and we apologize that this experience did not meet your expectations. Please feel free to contact ******* directly at ************** should you have any further questions or concerns.

  Customer Answer

  Date: 03/26/2024

  To Odenza Marketing,

  Thank you for your response and YES, I did get a call from your Marketing Manager, but he was not able to provide the refund.  Again, I fulfilled my part of the obligation but did reap the benefit of staying at the hotel in *******.  I find it perplexing that this Marketing firm will not refund my money for an inadequate hotel they booked in *******.  I cannot accept any other offer from this group knowing that it will eventually cost me more money to activate and not having the comfort level of getting what I pay for. 

  Business Response

  Date: 04/02/2024

  Hello ******, your experience is very important to us and we would like to be able to provide you with a satisfactory resolution. Our Travel Manager, *******, will be contacting you again as we would appreciate the opportunity to discuss this further. You may also reach out to Kaushal directly at **************. Thank you again for contacting us regarding this matter.

  Customer Answer

  Date: 04/05/2024

  I received confirmation of one refund in the amount of $78, but was informed that the other refund in the amount of $110 will be processed.  Until I receive such confirmation this amount will be refunded back to my original payment, I cannot in good faith accept and closeout this action.

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair 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 paid a deposit for a vacation package and it is good until 2025 I was trying to book a vacation I was told it would cost more the money I paid was a deposit so I requested a refund but have not received it and can get them back on the phone or to return my call I have left several messages

  Business Response

  Date: 03/21/2024

  Hi ******,thank you for reaching out to us regarding your request. We apologize that you had not received a receipt of your refund which was processed on the date that you had requested it. We are glad that our **************** Manager, ***** has since been in touch with you to provide this confirmation. As your certificate is still valid to redeem through to the expiry date, you are welcome to reach out to us again should you like to explore your promotional vacation offer in the future. Please feel free to contact Maida directly or our customer service department at ************** for any further assistance needed. We are open Monday through Friday from 8:00am to 4:00pm PST.

  Customer Answer

  Date: 03/21/2024

  
  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:03/14/2024

  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 want a refund please. Confirmation #******** Certificate ID# ************. I received a travel voucher to take a free 2-day trip offered through the Odenza Marketing Group. On 11/19/23, paid $120.00 to reserve my trip and received confirmation email certificate EPTNAIGSS10747. On 11/20/23, assigned Travel agent: ********************* ********************************** My reference # is ******. On 12/6/23, I emailed Sabhar providing my preferences for the trip and requested the pricing for extending our trip. On 12/6/23, ****** stated our preference was available and the additional cost is $120 USD for the extra night. He said to let him know if I wanted to go ahead and book it and he could send me the booking authorization link. On 12/11/23, I asked ****** to proceed with booking. I followed up with Sabhar on the following dates with no response: 12/28/23 (received and out-of-office email that stated the offices were closed, but re-opening on 12/27/23), 1/8/24 and 1/17/24. On 1/17/24- I also emailed ******************************************* for help. 1/31/24 - I emailed customer service again and also reached out to the original travel agent who gave me the certificate. I submitted a help ticket on 2/2/24 to the rewards incentive dashboard and was told to call **************. I called and spoke to a representative who placed me on hold to try to connect to Sabhar. They didn't receive an answer and told me they left a message telling ****** to call back. I emailed ******************************** on 2/16/24, 2/26/24, and 3/14/24 with no response. I reached out the help desk with Rewards Incentives and they helped me get a refund of $19.95 for the redemptioin fee and sent me a link to request the Odenza refund. I completed the form to request a refund on 2/16/24 in addition to the emails and I have heard nothing. I have wasted time going through all of the hoops and I simply want the $120 back. I want the Odenza Group to honor their refund policy.

  Business Response

  Date: 03/19/2024

  Hi ******,thank you for reaching out to us regarding your experience. We sincerely apologize as our intention is to provide every guest who is ready to complete a booking with an easy and expedited process for reserving their vacation even in the event that their dedicated travel agent is not available at that time.Please be advised that we will be reviewing this situation internally to ensure an improved experience moving forward. We are glad to hear that our travel manager, ******* was able to connect with you so that we could urgently resolve this matter. Please feel free to contact ******* directly or our customer service manager, ***** at ************** should you need any additional assistance in the future.

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to a presentation in ********* and as part of attending were given a gift of three days at our choice of place anywhere from Hilton resorts. We paid the 80$ registration fee and they are supposed to send us a code so we can book our 3 day reservation. Weve since received absolutely nothing. Theres a guy assigned to our case I left him 3 messages, sent him multiple emails and not one reply from any of our attempts. It seems they utilize this to get you to attend their presentation to buy into a much larger product and then when you go to use your three days they dont exist. Im starting here to let the company know that Im not your average shopper or customer however, you wanna call it. Im not gonna sit back and just take it. I work way too hard for what I have to let companies like this abuse, their customers. I will also send the same thing to ****** and then follow up further if I do not hear back..

  Business Response

  Date: 03/15/2024

  Hello *******, we appreciate you reaching out to us regarding your experience. We sincerely apologize for the delay in being contacted by your travel agent. As we continue to manage the increasingly high volume of travel demand that we have received throughout the past year, our agents are doing their best to meet expectations. However, this does not reflect the level of service that we strive to provide our guests who are excited to get started on planning their trip. We understand that your travel agent has now been in touch with you directly and we hope that you have a positive experience working together moving forward. Please feel free to reach out to our customer service team at ************** should you need any further assistance with your certificate. We are open Monday through Friday from 8:00am to 4:00pm PST.

  Customer Answer

  Date: 03/15/2024

  I do not need further action from the company Its very sad that in order for hard working customers who have paid for something that was supposed to be a gift to begin with to hear back Id need to go through BBB. Ill make sure to inform all friends, family and business associates of these tactics and more importantly the company that provides it. Bottom line is this is not a gift, it is a scam to get people to buy into very dangerous contracts that will impact them the rest of their lives. To keep it strictly with them, lets just note a couple things. I reached out numerous times. Had I night gone through here we would have NEVER heard back. Have you ever paid 80$ for a Xmas or birthday gift? Have you ever in your life received mass emails and phone calls and just ignored them? Its sad but thankfully the money I put in my pockets comes from genuine good work. Helping others is what I do. Im not sure how these companies sleep at night but then again thats why our world is in the place its in because the dollar is worth more than the heart. A harsh reality. That said, they did call ironically enough as soon as I submitted this claim so Ill let ******** deal with that, you have my full consent to make this public (please do), its a shame and for the person responsible for this scam Im referring to them not the hard working employees who have been put in positions where they either do A, B or C or they go broke. I am not frustrated with hard working people, Im frustrated with companies trying to trap ppls future in their pockets and using companies like this to do their bidding. As far as Im concerned this matter is closed, thank you so much BBB for at least somewhat holding these companies accountable. I dont need further action.

  Business Response

  Date: 03/21/2024

  We acknowledge that this guest has stated in the response that they do not need further action from the company. As a courtesy, our Travel Manager has reached out to the guest directly to address any concerns.

  Customer Answer

  Date: 03/27/2024

  
  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:02/21/2024

  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.

  Odenza vacations: As many other customers here i received a vacation certificate for a week getaway for which i paid the $100 deposit. When i wanted to confirm the booking and pay for the rest of it, it never worked so the agent asked me to send him the credit card details via email which i refused to do as that is very unsafe. I believe this is all a scam now and would like the $100deposit back and i would suggest other customers to not go for odenza as they are not really helpful here if it is really a real business.

  Business Response

  Date: 02/27/2024

  Hi ******, thank you for sharing this feedback. We understand your concern and apologize for the technical difficulties that you experienced in finalizing your trip booking. Your travel agent had attempted to resolve this for you to the best of his ability. We would like to assure you that we proudly travel thousands of happy guests each year who have taken advantage of their promotional offer. We can confirm that your refund was processed at the time of your request and has been sent to you by mail. Please note that your certificate is still valid to redeem. If you would like to explore your options again in the future, you are welcome to reach out to us at ************** for further assistance.

• Initial Complaint

  Date:02/19/2024

  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 a travel voucher for a free week vacation through Odenza Promotional getaways after sitting through a timeshare presentation in February 2023. I put down a deposit to hold the vacation and was told I have two years to use said vacation and if I decided not too that I could get my deposit refunded back to me. Fast forward to now (February 2024). I have tried 5 days in roughly two weeks to book my vacation through the travel portal. I have followed the instructions to *** (put a hold on the week of vacation, do it Mon thru Fri only, then call the toll free number to finalize your vacation) and yet I can never get an answer on the phone, or a response from the voicemails they ask you to leave. Every single time at about the 5 1/2 minute **** of the call, an automated voice comes on saying there is high call volume right now and rather us wait, they prefer we leave a voicemail with our name, phone and certificate number. I've done that several times and never been responded too. I've also sent two emails to their email address to try and finalize the trip only to receive no response as well. To be clear, I've also called at all times during their hours of business as well and nothing makes a difference. Today for example, I called right at 11am central when they opened and still got the same message. I'm very concerned this is a scam. IF the company would reach out to me and either let me book my vacation, or cancel my certificate and refund my deposit, I would consider the matter handled.

  Business Response

  Date: 02/23/2024

  Hi *******, thank you for sharing your feedback. We appreciate that you were able to follow the instructions as mentioned and we would like to sincerely apologize that you had trouble getting in contact with one of our agents and the customer service department as we are currently experiencing a higher than normal volume of requests. We are happy to see that a Travel Team Manager has since been in touch with you to provide a follow up on your situation and help complete your trip booking. We apologize again and please be assured that your experience is of the utmost importance to us. For any further assistance, feel free to contact our *************************** at **************, we are open Monday through Friday from 8:00 am to 4:00 pm PST.

• Initial Complaint

  Date:02/16/2024

  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.

  I received a voucher for 2 Southwest plane tickets anywhere in the continental **. The certificate outlines the process that you have to activate your voucher, pay a $50 fee, talk to a vacation specialist, and then book your trip with more than 60 days out. I have tried booking my trip on several occasions now. I've been contacted by the Odenza agent twice and given options to pay hundreds of dollars for a flight from ******* to *******. Then, no contact since then and the only explanation as to why the flights are so expensive? It's not within the promotional period. Since the mid 1990's, Odenza as a travel agency never fulfills it's responsibility - NEVER! How this company is still in operation and avoids prosecution based on fraud is beyond my ability to comprehend.

  Business Response

  Date: 02/21/2024

  Hi *****,
  Thank you for taking the time to share your feedback. We genuinely appreciate your perspective and the opportunity to address your concerns.  We understand that pricing fluctuations can be frustrating and apologize for any inconvenience this may have caused during the process. Our agents continue to work hard to respond to each request, however, we are currently experiencing a higher than normal volume of requests. After reviewing your file, we are pleased to see that your travel agent has already reached out to you, offering various options to better accommodate your needs.  Again, we apologize for any inconvenience you have experienced and remain committed to making your booking process as smooth as possible.  If you have any further questions or concerns, we encourage you to reach out directly to your travel agent, who is well-equipped to assist you. Alternatively, our customer service team is available at **************, Monday through Friday from 8:00 am to 4:00 pm PST,to address any additional inquiries or provide further assistance.  We appreciate your understanding as we strive to enhance your experience.