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:04/30/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 vacation package as a complimentary gift from a vendor who purchases services through Redeem Vacations.Interested in the offer, I purchased a trip to ****** for 2024. The purchase confirmation stated that only the "government taxes and fees of $163.25 associated with your hotel have been paid and will appear on your credit card statement as MB Travel Certificates."Based on the vendors explanation, I understood that no additional charges would apply. Later, I decided to change my destination and was told I would receive a free upgrade. I completed this April 2025. However, I was then informed there would be an additional resort fee associated with the new location.After confirming the change, I received a text message instructing me to call another company to complete the booking. When I called, I was told I owed $351also described as a resort fee.I reached out to Redeem Vacations via email to clarify the charges. They explained the fees, and I expressed my concern about not being informed of them upfront.I requested a refund and was told to contact the "travel concierge," the third-party company handling the reservation. However, the travel concierge only shows one payment, while I have receipts for multiple payments made directly to Redeem ************ this point, I feel misledpressured into taking the vacation and then met with obstacles when trying to get my money

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 for a refund over a month ago. I was told that it was done and it still hasn't been done as of today. They keep sending emails that its has been done. I've checked with the bank and nothing has been done.

• Initial Complaint

  Date:04/12/2025

  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.

  On 05/12/2024, I purchased a vacation voucher through this website for $142.74. The website stated, "To activate, you'll just simply pay the nightly ************ and then you will have 18 months to complete your travel. The deal was for 3 nights. The website said my deal would be worth up to $970.00. Only after I purchased the voucher did it say I was responsible for any resort fees, which one would think was included in the "nightly ************" you had to pay to get the voucher. The hotel I got was the Excalibur in *********. I checked the Excalibur website and the tax for 3 nights was $26.79 total. The resort fees are $135.00 total. The entire 3 night stay through the Excalibur website was $227.04. So began the voucher I paid and the resort fee I still have to pay I will be paying $277.44, $50.40 more than if I booked directly! This is false advertising and a scam.

  Business Response

  Date: 04/29/2025

  We appreciate you bringing your concerns to our attention.
  Please note that your purchase of the vacation voucher was fully refunded, and no further charges are due from you related to this transaction.
  To clarify, all terms and conditions regarding resort fees are disclosed during the voucher activation process, in compliance with advertising standards. The nightly taxes & fees referenced on the site cover only the government-mandated taxes and processing costs associated with the promotional offer, and resort fees which are charged directly by the hotels are always disclosed separately during the activation steps prior to final confirmation.
  We understand there can be confusion when comparing promotional offers to direct hotel bookings, especially given that resort properties set their own fees independently. However, the voucher system is designed to offer flexibility and extended travel windows, which may vary in value depending on peak seasons and hotel availability.
  Again, we want to reiterate that your payment was fully refunded and the matter has been resolved on our end.
  Please feel free to reach out if you have any additional questions or concerns.

   

  Thank you Management

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  March 11th 2021I was contacted by redeemed vacations and told that I would receive a voucher for 6 days 5 nights close at a hotel in ******. If I attended f forty five minute zoom meeting. I attended the meeting.I was assured there would be no hard sell at the end.Which of course?There was the meeting lasted ninety minutes. I was inclined to purchase their service *****, they started giving me the contract at the end and it was a scam, a complete scam. They want me to pay for the voucher. Taxes and resort fees before I even get the voucher. Well, that wasn't the deal the deal was. I'd get the voucher once I attended the meeting. I attended the meeting. Their salesman tried to run my credit thats when i got upset, they didn't even need to when they had my credit card number.And they still charged my credit card ninety nine dollars when I told them to cancel my order and send me my voucher. This company is very unethical, and they are scammers. I was very clear when I told them to return my ninety nine dollars or not to charge my credit card.They were very aware, and they still did it russians gentle.

• Initial Complaint

  Date:02/19/2025

  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.

  We ended up not staying Fri. Jan 31, at the *****. Oasis refunded us the ***************** fee for Fri. night. They told us to reach out to Redeem Vacations in regards to the refunding the additional $95 charge for the weekend Fri. night rate. ***** said Redeem Vacations would reach out to them to verify that we didn't stay Friday night. Then Redeem Vacations would know that information and Redeem Vacations would then be able to refund the extra $95 charge that we paid to Redeem Vacations. *************************** booking is confirmed. Aqua Oasis *********************** Check-in (Weekend Surcharge) USD $95.00 Subtotal USD $95.00 Total USD $95.00 ********* is very old & does not smell good at all. We tried to have the windows wide open while we were there & slept without the air conditioner because it smelled so bad.

  Business Response

  Date: 02/24/2025

  This customer has been FULLY REFUNDED.  Please let us know if you have further questions.

   

  Thank you,

   

  Management

  Business Response

  Date: 02/24/2025

  We have also sent the resort the following information for their attention, we are just the fulfillment company however this is unacceptable and will not be offering this property any longer.   We would also like to give a Voucher for this customer to use at an alternative destination.  Please reach out to our chat support when you want to travel to a US property therefore we can help arrange a US destination for you to one of our other destination properties. 

  Customer Answer

  Date: 03/07/2025

  We received one refund amount & are still waiting for the second refund amount for $76.95. 
  Also, the following was sent to BBB.
  
  "We have also sent the resort the following information for their attention, we are just the fulfillment company however this is unacceptable and will not be offering this property any longer.   We would also like to give a Voucher for this customer to use at an alternative destination.  Please reach out to our chat support when you want to travel to a US property therefore we can help arrange a US destination for you to one of our other destination properties. "  
  
  Redeem Vacations has not mentioned any of this to us.  Do you know when they plan to reach out to us in regards to this?

• Initial Complaint

  Date:02/13/2025

  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.

  I signed up online for the redeem vacations/ marketing boost affiliate program. They said to enter how I like to be paid via check or ******. Once I made two sales I contacted and said when do I receive my commission. They said the affiliate sign up on their site is not any good. You have to sign up thru our Tipalti affiliate site, but remember the Tipalti sign up is not on their site. Then I signed up thru the Tipalti link they sent and said your commission will be deposited on Friday into the bank account information you provided on Tipalti sign up. Once Friday came I gave them an additional five days and still no commission was sent by them. They don't have a phone number and only communicate via email. I will also be filing a scam complaint with ************************. The company affiliate program is a scam from the beginning, if it wasn't they would have the right sign up process from the beginning.

  Business Response

  Date: 02/24/2025

  Hello to help address this customers concerns.   Commissions are processed every Friday. Upon checking his activity, he only submitted his tax form on February 6th. He probably wasn't informed that annual commissions are only paid out once the associated subscription has been active for at least 30 days. In his case, it hasnt reached 30 days yet, but he will still be paid this Friday.   I have attached snips of the customers information to show attempt of payment in good faith.

   

  Thanks Management

• Initial Complaint

  Date:01/23/2025

  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.

  The ****** promised that they would reach out to me in order to reprove the unethical practices they have put me through. All I get are excuses and lies. They have now provided a voucher for *****. However, they want to charge taxes and fees. The new law went into effect where the true cost had to be disclosed upfront. It it were truly free then the pride would be $0. In teleport, it should then state that it costs $198.They should waive all out of pocket costs and process the voucher so that I can book. It is imprint at that the Kimpton Palomar still e an option.

  Business Response

  Date: 01/24/2025

  Hello,
  
  When buying from any company (The ******) there are costs associated with any product, the ****** you were dealing with initially you need to go back to and not Redeem Vacations as we were not responsible for explaining the information to you, even though they did not explain we cover them on our website that you log into to activate your package.   This complaint should not be with Redeem Vacations but with ******.  I have pointed out below on our site that you signed up with in the How-It-Works tab, we have clear explanation of how to use our product.  We will go back to our mutual client and explain to them they must disclose this information to you.  Or it could have been someone new working with them and did not fully explain the product.

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

  1. You have 18 months to enjoy this incentive so you do not need travel dates today to get started.
  2. Activate your Hotel stay within 7 days of receiving by simply paying our recovery costs for the local government taxes and tourism fees.
  3. Check your email after activation for link to manage your trip.
  4. Next step simply login and Select your preferred travel dates and view available Hotels.
  5. Then simply ************ and room type from available and participating hotels.
  6. For ********** / Resort options and availability search weekday travel with check-in from Sunday - Thursdays, also some weekends may have small surcharges or limited availability.
  7. Certain Holidays and special events may have limited or no availability keep in mind you have an 18 month period to select amazing Hotel & Resort options.
  8. Each vacation is designed as a couples getaway - the majority of available room types will be for up to 2 adults. Some destinations may not have room configurations with availability for children. 9. Adding children may reduce your hotel options or available date selections.
  10. GROUP travel is NOT allowed only 1 party among friends, family, acquaintances or known groups can use the complimentary vacation incentive for the same or overlapping travel dates.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22846557
  
  I am rejecting this response because:

   

  Its just a word salad designed to twist things around. A customer service *** in the phone was supposed to assist. She never did.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 02/06/2025

  Hello ****,

   

  In the instructions on the video to watch in your snip, it explains the taxes and fee's.   The given information should have notified of the charges.  What would you like to do to resolve this?

   

  Thank you Management

  Customer Answer

  Date: 02/06/2025

  Please send this to the business:

   

   

  When one sees the ******** advertisement, it represents that the trip is free.

  In reality, it isnt. The *** at Redeem - a girl from the *********** - wanted to releve this so I would take the bad review off. It asked for one to trust her at that point when RV had been difficult to work with. 
  

  mat this point you really owe me the two vacations in ***** - waive the taxes and allow me to own the resort fees onsite at the ****************

• Initial Complaint

  Date:01/04/2025

  Type:Order 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 attended a presentation with Aloha Hawaii *************** And they offered a FREE 3-4 night vacation. It turned out that you as the consumer had to talk to another entity that most likely is owned or related to **************************** The company was RedeemVacations.com. The proceed was messy but allegedly for $142.95 you could pay taxes and fees and that would get you 3 nights in ************. I booked the vacation and I called them to verify there will not be more fees. I visited the property on 12/22/24 and at the end of my stay I found out that the hotel was charging me again Taxes and Fees that I allegedly paid to RedeemVacations.com. This is not only dishonest but this is a scam and these guys had the same issue with many other consumers. I was given a receipt of #RV3-156354.

  Business Response

  Date: 01/06/2025

  Dear *******,

   

  Thank you for bringing your concerns to our attention. We value feedback from all our customers and strive to address any misunderstandings or issues promptly and transparently.
  We would like to clarify some key points regarding your experience:

  
  Taxes and Fees Explanation: When you activated your complimentary travel incentive with RedeemVacations.com, the amount you paid covered taxes and fees related to the facilitation and pre-negotiated room rates. These charges were not intended to cover taxes and fees that the hotel itself might impose at the time of your stay, as outlined in our terms and conditions.
  Hotel Charges: As mentioned in our terms of use, the hotel suppliers may impose additional taxes, fees, or deposits at check-in or check-out. This is standard practice across the travel industry and is separate from the activation fee paid to RedeemVacations.com. We recommend all travelers review the hotel's specific policies, which vary by location and provider.

  
  Transparency: The terms and conditions regarding the facilitation fee, tax recovery charges, and potential additional hotel-imposed charges were made available during the activation process. These terms are also accessible on our website at RedeemVacations.com Terms of Use & should have been reviewed upon your activation of your travel dates.

  
  Resolution: We understand your frustration and are committed to ensuring that our processes are as clear as possible. If you have further questions or concerns, or if you believe there was an error in your charges, please contact our customer service team directly ******************************* We would be happy to review your case, including receipt #RV3-156354, in detail to provide any additional clarification or assistance.

  
  We regret that your experience did not meet your expectations and appreciate the opportunity to address your concerns. Our goal is to improve continuously and provide a better experience for all our customers.

  After further investigation, in our findings we see the complaints this customer has against numerous companies they have used, ********************************************************* however we would like to settle our complaint and offer the customer $100.00 voucher card towards a future reservation, we feel we have went above and beyond to try and communicate however the customer will not comply with our communication. 

  
  Thank you for your understanding,

  
  Sincerely,

  Management Team, ******** *****

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22767891
  
  I am rejecting this response because:

  These facts are false or not communicated to me or any other guests you serve. There are so many complaints that are very similar to mine and you apply this rubber stamp solution of "We told you so". Aside from all the lying trying to bribe me with $100 to change the bad review I gave you this points to your wrong doing.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/22/2025

  We have FULLY refunded your package, we hope this completes your request, Thank you for your honest opinion, we will make sure staff are aware to escalate situation like this to management to take care of immediately!

   

  Sincerely,

   

  Management

  Customer Answer

  Date: 01/23/2025

   
  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.

  Now it's pending the refund and how do I get back my refund back.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:12/27/2024

  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.

  Redeem vacations gave my husband and I a choice of 3 different properties we could choose. We chose *******. They sent us a picture of a Drafts Bar and Grill. I assumed the place where we would was a part of this property and that the lodging would be similar-looking to the bar and grill as fas as having a cabin look and feel. Turns out the bar and grill were a mile away and not associated with the ********************************** at all. And the reservation made by Redeem Vacations was made for a motel at *************************** not a resort. The motel was clean, but in need of some updates. I would never have picked it if they had showed a picture of it. I reached out to Redeem Vacations via email and they said they couldnt do anything because I already redeemed the voucher. I wouldnt have redeemed it, but we had to have a place to stay for the night.

  Business Response

  Date: 12/27/2024

  Thank you for sharing your feedback. Were truly sorry to hear that your experience didnt meet your expectations. At Redeem Vacations, we strive to provide accurate information to help our customers make the best choices for their travels.
  While we aim to include clear details and images of properties and amenities, we understand how this situation could have led to confusion. The image of Drafts Bar and Grill was shared to highlight nearby attractions and not to imply that it was directly associated with the lodging. However, we recognize how this could have been misinterpreted, and we will take your comments into consideration as we improve the clarity of our communications.
  Regarding the lodging itself, we regret that the accommodations did not align with your expectations. The property we booked is part of the ***************************, but we understand your concerns about its condition and appearance. We appreciate your feedback and will pass it along to our property partners to address these issues.
  As for the redemption process, once a voucher is redeemed and accommodations are confirmed, it limits our ability to make changes. However, we understand how important it is to feel confident in your booking, and were committed to improving our process to better support travelers like you.
  Your experience matters to us, and we value your input as an opportunity to grow and serve our customers better in the future. Please feel free to reach out to our customer service team directly.

   

  Thank you,

  Andrea 

   

• Initial Complaint

  Date:11/18/2024

  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.

  On 04/2021 paid $142.74 to mb travel certificate redeem vacation for 3 nites ever time I look no available day open as I wish later I decided to take any day open no day open for whole year . I have send messages many time they told me keep looking they may have open date but they didnt . Today redeem vacation assistant state the certified is expired and I have to pay again I think they knowingly close the date how could for one year all the dates booked . Please help to get our refund and help others to dont get to my situation. Appropriate your help greatly.

  Business Response

  Date: 11/27/2024

  Thank you for your valuable feedback. We reached out to you directly to resolve your issue as 100% customer satisfaction is our goal. Please contact us at *********************************** for further assistance.
  
  Redeem Vacations

  Customer Answer

  Date: 12/14/2024

  Redeem vacations did not give money back or accommodate any reservation for future date I believe they are scam  appropriate your help and be able to help other people aware of them thank you very much for your time