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:01/11/2024

  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.

  Similar to the other complaints on here, I also received a travel voucher for a trip to ***********. A fee was paid upfront and once that happens, they go **** I finally got my trip booked, but I haven't heard from our agent since to book the additional tours she said she would support with (after 3 follow up emails and calls always go to voicemail). I've followed up with them multiple times to no avail. I'm worried that our trip is a scam. If you're reading this, do not go with this company, even if you have a travel voucher. It's not trustworthy. I would be willing to amend this message if they genuinely finish the job and ensure my partner and I actually have a good trip to ***********.

  Business Response

  Date: 01/17/2024

  Hello *******, we appreciate you reaching out to us with this feedback. We sincerely apologize that you had any difficulty connecting with your travel agent to book your additional tours as this does not reflect our standard service expectations. One of our agents has reached out to you by phone and email to provide further confirmation of ******************* as we would like to alleviate any concerns that you may have about the status of your trip as well as to help with reserving your tours so that you may have an exceptional time on your trip. Your dedicated travel agent has also been in touch to provide further assistance. Your experience is very important to us, please feel free to contact our customer service team directly at ************** should you need assistance reaching your agent in the future. We are open Monday through Friday from 8:00am to 4:00pm PST.

  Customer Answer

  Date: 01/17/2024

  
  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,
  
  Prakash Amarasooriya
  
   
  

• Initial Complaint

  Date:10/26/2023

  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.

  As others have mentioned, we paid this company $100 in February for a week vacation. When we made the payment we were told someone would contact us. That never happened. We have requested a refund of the $100. We were given 2 certificates for a week stay and fortunately we only activated and paid for one.I'm in agreement with others in believing this is a scam and organizations using this company as a promotion for attending a presentation should stop using them.

  Business Response

  Date: 11/01/2023

  Hello *****, we appreciate you sharing this feedback. We apologize for any misunderstanding regarding the reservation process for your certificate program. We have reviewed your file and see that after you had completed registration, you were sent a confirmation email which provided a direct link and passcode to access the live inventory website in order to reserve your resort stay directly online. If you were to place a reservation on the website you would have been provided with the contact details to complete your booking with one of our in-house travel agents. We apologize if you had not received your confirmation email at that time and were waiting to hear from a travel agent. We hope you know that your experience is very important to us. Our **************** Manager has reached out to you directly to provide further assistance and we would appreciate the opportunity to help you take advantage of your promotional travel offer. If you could kindly get in touch with ******** or contact our customer service team at ************** from Monday through Friday, 8:00am to 4:00pm PST, we would be happy to help you.

• Initial Complaint

  Date:10/17/2023

  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.

  We used an Odenza voucher and booked a 7-day trip to ***********. The safety warnings issued by the ** are now strongly against ********* traveling there. They refused to cancel it and would only offer alternative options that cost more for us. In the absence of a satisfactory alternative we want. full refund.

  Business Response

  Date: 10/19/2023

  Hi ****, we value your business and understand your concerns in this matter. We would like to provide a complete clarification of the situation and the steps that have been taken to assist you at this time. When this trip to Acapulco was booked, a travel advisory had not been issued by the US government website and this was still the case when you had reached out to our travel manager, ******* in July. At that time, ******* had provided you with the options to either cancel with a partial refund or change the booking, despite the 100% non-refundable nature of the reservation which you had signed off on at the time of booking. You selected to proceed with your original travel plan. In October you contacted ******* again regarding the travel advisory posted by the US government effective as of August 2023. ******* promptly reached out to our supplier and informed you that the offer of the partial refund was still available. Our travel manager has worked diligently to secure the maximum possible refund for you in this case however, there is a non-refundable portion of the booking which you may be able to claim through the travel Insurance that you purchased at the time of the initial booking. It is very important to note that you are only able to initiate this claim one month prior to the previously intended date of travel. ******* has communicated this information to you and offered assistance in the process of claiming the remaining funds through the insurance when that time comes. We have also offered to revisit the situation with the supplier, should you encounter any difficulties with the claim, although we cannot provide any further guarantees at this time. We request that you kindly reach out to Kaushal or contact us at ************** should you need any further assistance.

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service 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 work with this company is horrible I keep getting the run around that someone will contact us for a vacation we already put down $100 to activate the certificate but the travel agent assigned *************** never followed up left a vm and sent an email still nothing!!! Right now Im leaning towards this company as a scam!!!

  Business Response

  Date: 08/17/2023

  Hi ****, thank you for your feedback. We apologize that you felt you had a difficult time getting in touch with your travel agent. We would like to note that your registration was received on Friday at which point you were assigned to an agent and provided with their contact details for your reference, and we appreciate that you followed up with **** directly regarding your request on Monday. Our travel agents do their best to contact every guest as quickly as possible in the order that their registration was received however this may take a few business days due to the current volume of requests they are receiving. We are glad to confirm that **** has since been able to connect with you to get started on arranging your cruise. Should you need any additional assistance in the future please feel free to contact our customer service team at **************. We are open Monday through Friday from 8:00am to 4:00pm PST.

• Initial Complaint

  Date:07/24/2023

  Type:Customer Service 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 Odenza $50 to redeem a certificate for free travel. I am unable to reach anyone who will help me book my vacation and they are unwilling to refund my $50. They are requiring g $398 to even speak with someone.

  Business Response

  Date: 07/28/2023

  Hi *********, thank you for reaching out to us. We want to clarify that any funds you had submitted prior to receiving your promotional certificate were not made to Odenza and at the time that you submitted this feedback your certificate had not yet been registered with us. We understand that you have been able to obtain your requested refund from the merchant who provided you with our promotional travel certificate. We are very glad to confirm that you have now been in touch with our customer service manager who was able to provide clarification regarding your promotional travel offer and connect you with one of our in-house travel agents to assist you with your trip. Please feel free to reach out to your travel agent or our customer service team at ************** should you need further assistance.

  Customer Answer

  Date: 07/28/2023

  
  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:04/25/2023

  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 had purchased a vacation to ******* using one of vouchers and paid extra to have longer than a two day stay for October. I just recently found out that I will not be able to travel during that time. I emailed and called the travel agent that was handling my file for help and options. I have received no call back or email replied. I have also called the general number for help. Every time I get the same line "such and such is on the other line with a client and she will call you back after reviewing your file". Same silence. It's one thing to be "too busy" to answer a phone call, but it's a whole different thing to not type an email.

  Business Response

  Date: 05/01/2023

  Hello *********, thank you for sharing this feedback with us. As the travel industry continues to manage a historically high volume of demand, our team is doing their best to get in touch with every guest as quickly as possible. We reviewed our records and see that you reached out on the 24th and 25th to connect with your travel agent and they had returned your call on the 26th. We are glad to hear that your agent was able to connect with you and assist you with your cancellation. We appreciate your understanding in this matter and if you have any other questions or concerns, please feel free to contact your travel agent directly or our customer service team at **************.

  Customer Answer

  Date: 05/02/2023

  
  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:03/30/2023

  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 received a getaway certificate for a 7-night stay in return for an owners update and at the time was told that we would be able to stay at a specific resort (the same resort that we were at for the said meeting) staying and that was the main reason that we agreed to the meeting and lost half our day during our vacation, so to use the certificate we have to pay $100 to activate it and only then can we look at available dates and resorts, so I pay it and then the resort that we were told we could stay at is not even on the list and we can only get the 7 nights at certain times of the year, I have tried several different dates , still nothing, so I have called many times speaking with customer service regarding this and they will only say that they have no control over the resort inventory list, I have asked to speak with a manager, and or supervisor on more than one occasion and I continue to be told a supervisor ( ********) will call me back, No one calls back, basically they lied to us from the beginning and are still lying, I can't seem to get this situation resolved.

  Business Response

  Date: 04/06/2023

  Hello *****, we have reached out to the merchant that provided you with the certificate to advise them of your situation regarding what you had been told at that time and they informed us that they will work directly with you to resolve this matter. You are welcome to reach out to us in the future regarding your promotional certificate which is still valid to redeem for 2 years.

  Customer Answer

  Date: 04/06/2023

  
  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:03/16/2023

  Type:Billing 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 attended a travel presentation that promised 2 airline vouchers and 2 nights stay at Hilton properties. This is where Odenza comes in. They gave me a voucher that cost $50 to register- now my free isnt free. I registered and then they wanted $398 to pay taxes. They dont even know where Im flying! I did pay the $50 seemed worth it for the airfare but after that I stopped. I called a number on my confirmation page to see what other charges I would incur and then they tell me they dont fly from my area. They keep upping the charges to get more and more for your free air vouchers. They are scamming unsuspecting people.

  Business Response

  Date: 03/22/2023

  Hello *****, we appreciate your feedback and are happy to provide an update in this case. We would like to clarify that the funds you had paid prior to receiving your certificate were not made to Odenza and at this time we have not collected any funds from you. We are glad to advise that our customer service manager has been in touch with you directly to offer further assistance with your promotional trip and that your dedicated travel agent is looking forward to working with you. Please feel free to contact our customer service manager again or your assigned travel agent directly should you need any assistance with your certificate in the future.

• Initial Complaint

  Date:03/11/2023

  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 made a reservations and after even confirming all details they get me to another country and have me pay more. Despite the fact that in writting my rate was set. Once i contacted the travel agency i find out they are using a 3rd party called rci. Either way no one helped us and we were forced to pay double the amount or sleep on the beach. I have all booking information and we were treated unfairly and scammed.

  Business Response

  Date: 03/17/2023

  Hi Pretrice, we are very sorry to hear that you did not have a positive experience during your vacation. Unfortunately, the issue is with the total all-inclusive fees and minimum number of guests required for the unit by the resort which at the time of your booking was not displayed accurately to you or our agency by the travel supplier's system. These fees required by the resort at check-in are not set or managed by Odenza, and our agents can only advise what is stated by the resort prior to completing a booking. Upon being notified of the issue your travel agent contacted both the supplier and resort to help resolve this. Your travel agent was in contact with you and the supplier during the situation as the representative was having difficulty getting in touch with you directly while in destination and she did her best to help ensure they could reach you. Odenza strives to provide our guests with excellent customer service and choose our travel partners very carefully. Occasionally, our suppliers do not meet expectations and in this case the supplier acknowledged the mistake made on their end. We understand that you were not satisfied with the resolution as proposed by the travel supplier and the resort at the time and we are requesting that they review your case again in hopes he that we can provide a more favorable resolution for your experience. If you could kindly contact our **************** Manager directly at ************** we would appreciate the opportunity to discuss this further.

  Customer Answer

  Date: 03/17/2023

  IN MY BOOKING INFORMATION IT DID NOT STATE A MINIMUM REQUIREMENT  EITHER DID THE ***** WHEN I CONFORMED THE RESERVATION. YOUR REPRESENTATIVES DID NOT TRY TO HELP ME THEY TRIED TO MOVE ME AND TWO OTHER ADULTS TO A ***** TOOM WITH TWO DOUBLE BEDS IN A DIFFERENT CITY OF ANOTHER COUNTRY WE ARE NOT FROM. THAT IS NOT AN ACCEPTABLE SOLUTION ESPECIALLY WHEN WOMEN WHO LOOK JUST LIKE US ARE BEING *** TRAFFICKED IN PLACES JUST LIKE THIS. THE ONLY ACCEPTABLE SOLUTION IS TO REFUND THE EXTRA MONEY THAT HAD TO BE SPENT TO HAVE A PLACE TO SLEEP FOR A WEEK. IF YOU READ MY BOOKING DETAILS IN ITS ENTIRETY YOU WILL SEE THIS IS NOT THE CUSTOMERA FAULT AT ALL. I DIDNT NOT DESERVE TO OVER PAY THEN BE TREATED UNFAIRLY BY THE ENTIRE STAFF THAT WE ENCOUNTERED THROUGHOUT OUR STAY. IF A LAWYER NEEDS TO BE CONTACTED THAT WILL BE MY NEXT STEP. 

  Business Response

  Date: 03/23/2023

  Hello Pretrice, we understand completely your dissatisfaction with how this situation was handled by the resort at the time. Because this was an error made on the part of the travel supplier, your travel agent is currently working with you to obtain the receipt of the payment made to the resort so that we can arrange for you to receive a refund. We appreciate your willingness to work with us in resolving this for you to the best of our ability.

• Initial Complaint

  Date:12/12/2022

  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 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.1. The first time was told my dates were expanded over too long a period of time, that they would give me the tickets for $1000.2. I changed my dates to the package, and was then told they would only book this 3 months out (keep in mind you have to book 60 days out per the terms and conditions).3. The third time I offered them February dates. They responded and offered me Frontier flights with them paying $100 towards the flight costs and me paying a large share towards the ticket.

  Business Response

  Date: 12/15/2022

  Hi *****, we appreciate you sharing your feedback and apologize that you had any difficulty booking your promotional trip. Our Director of Travel was able to work with your travel agent to ensure that we could provide you with an option that was most suitable for your desired dates and destination with the nominated airline, and we are happy to hear that you have since completed the booking with your travel agent. We hope that you will have a safe and enjoyable trip! Should you have any concerns in the future please feel free to contact our **************** Manager ******** directly at **************. We are open Monday through Friday from 8:00 am to 4:00 pm PST.