Complaints

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  My Mickey Vacation Travel

  9103 Bradleigh Dr Winter Garden, FL 34787-4887

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  My Mickey Vacation Travel

  803 Tarpon Dr Wilmington, NC 28409-5041

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:12/04/2024

  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 was referred by a friend to use ***** ******** as a travel agent employed at this business. We did the free complimentary phone consultation 11/26/24. From there I was charged $200 for ***** to be my "dream designer" and help me with planning my last minute family vacation for Christmas 2024. During the consultation she stated this would be no problem as she has planned a vacation 2 days ahead of time. The following day she sent several emails with room options stating she could not hold anything yet because she did not know the names/ages of my children (Should this be part of the consultation phone call?). I sent this information back immediately. Next I got an email stating that it being Thanksgiving she was busy with her Nephew visiting, Thanksgiving and eventually that she would not be able to speak to me Fri/Sat/Sun, until normal business hours on Monday. Intertwined in these emails she stated several times that the rooms were very hard to find and they were being booked quickly and that she may not be able to find me a room. Understanding that she was busy I thought I should quit the whole ordeal and wait till there was more time before the vacation. I called ****** to get more information; they were very helpful and told me there would be no issue getting rooms and quoted a number far less than what had been quoted by *****. Thinking I was helping I booked the rooms myself so that task would be taken off her plate. I updated her so she would not worry, receiving a text back that she would not be able to work with me because my booking my own rooms removed commission she would make from ******. It being 3 days within the contract window I requested the contract be null and void and a full refund. I sent this to the CEO of the company and was told by ***** directly that I would not get a refund.

  Business Response

  Date: 12/24/2024

  Thank you for the opportunity to respond to the complaint submitted by the Complainant. We appreciate the chance to clarify the timeline and address her concerns. Below is a factual account of the situation,supported by the communications and exhibits referenced.
  
  1. The Role of Our Agent
  ?The complainant refers to our agent as an employee. In fact, the agent is an independent contractor who books vacations under our agency credentials; she is not a direct employee of our company.
  
  2. Timeline and Availability Over Thanksgiving
  ?  On Wednesday, November 27, 2024, the complainant emailed the agent about her upcoming trip.
  ?  Due to the Thanksgiving holiday weekend, her office hours were limited, but the Agent was still checking emails and made herself available on Friday, November 29.
  ?  The complainant claims that the Agent was entirely unavailable Friday through Sunday. However, exhibits the complainant herself provided in the original complaint show the Agent explicitly offered on multiple occasions to assist on Friday, including:
  A November 27 message stating she could assist on Friday morning. (IMG_6630)
  A November 29 message offering to check back in the afternoon. (IMG_6643)
  Another November 29 message inviting the complainant to call that morning. (PNG Image-4400-A68C-D3-0.png)
  ?  These exhibits confirm the Agent was responsive and made time over what was otherwise a holiday weekend.
  
  3. Quotes and Pricing
  ?  The complainant alleges that she received a lower quote directly from ****** than from the Agent.
  ?  It is critical to note that the ****** quote was for a shorter stay (one fewer night) than what was originally requested from the agent. Naturally, removing an entire night from the stay significantly reduces the total cost, explaining the difference in quotes.
  
  4. Undermining the Agents Booking Process
  ?  As part of our non-refundable planning fee, our agent offers (per exhibit furnished by complainant):
       1.  A thorough consultation.
       2.  Resort and package research.
       3.  Advice on ticket combinations.
       4.  A proposal with pricing and availability.
       5.  Booking the selected room at the best value.
  ?The Agent had already completed the first four items. However, before she could fulfill the fifth servicefinalizing the room reservationthe complainant chose to book directly through ******. This action removed our agents ability to provide additional key components of her promised service by being removed as the agent of record of the reservation.
  
  5. Conclusion of Services
  ?  In a later communication (Exhibit PNG image-4400-A68C-D3-0.png furnished by the complainant), the complainant stated: I think you are rightthis is too last-minute. Lets just forget it.
  ?  Our agent reasonably understood this to mean the trip was canceled entirely. Under the terms of our agreement, the planning fee remains non-refundable when significant work has already been completed, as was the case here.
  
  6. Complaint Escalation
  ?  On December 4, 2024 at 3:16 p.m. EST, the complainant emailed our corporate office to say she had not heard back since her original November 29 email.
  ?  At 3:25 p.m., I responded that I didnt recall seeing the original email as it had come through in the middle of the holiday weekend (a point the complainant acknowledged in the same said email).   In this response, I confirmed I would review her situation and get back to her.
  ?  The complainant replied Thank you at 3:37 p.m., indicating agreement that I would investigate further.
  ?  However, rather than awaiting my follow-up, she escalated the matter by filing this BBB complaint within minutes of receiving my initial response (per timestamps on emails and the BBB complaint). Prior to that action, I had fully intended to consider a goodwill refund. Regrettably, the complainants decision to pursue public recourse prematurely eroded the trust that underpinned my willingness to make an exception.
  
  Final Position
  Given the evidence and the independent contractor status of our agent, we maintain that:
  1.  The Agent made every reasonable effort to accommodate the complainant, even over the holiday weekend.
  2.  The non-refundable planning fee was justified due to the research, consultation, and proposal services already performed, and admittedly relied upon by the Complainant in her direct booking with *******
  3.  The client actively chose to book directly with ******, preventing our agent from completing the final step of the service and negating possible commission.
  4.  We had expressed willingness to consider a goodwill refund. However, the complainants immediate escalation to public complaintdespite acknowledging my plan to investigateled us to honor our originally stated policy that the fee is non-refundable.
  

  We regret any confusion or inconvenience this situation may have caused. However, based on the facts and the terms of our agreement, we do not believe a refund is warranted.
  

  Should you require any further information or clarification,we are happy to provide additional documentation. Thank you again for allowing us to present our perspective.
  
  Sincerely,
  **** ******
  Co-Founder and COO
  My Mickey Vacation Travel

  
  

  Customer Answer

  Date: 01/24/2025

  The overall principle here is that ALABAMA LAW in which the "independent agent" (discussed later) and myself reside states that there is a "cooling off period" after contracts in which one party can decide to cancel and make the contract null and void (see **************************************************************************************************). I made it abundantly clear that I wished to terminate the contract and sited this law prior to 72hrs after signing and paying the "contract". 

  In response to Mr. ******** remarks: 

  -His "independent contractor" in no way conducted a "thorough consultation". This was purely a sales pitch--and a hype call to instill FOMO (fear of missing out). There were multiple references to needing to "move quickly" and "scarcity" of available rooms. She did not get the names or ages of my family members that were participating the vacation and was sited by her as the main reason for delay in ability to make any reservations. There was no advice on ticket combinations nor any booking of a room at the best value (3 out of 5 of the promises in the contract were not fulfilled). In fact she continued to speak over me and tell me how I should want my vacation and insist that I should want a 5 day stay at ****** and a 3 day stay at *****************. This conversation was witnessed by a third party, ********* ******* who is in complete agreement with this account. 

  -In fact, through our communications during Thanksgiving week, his "independent contractor" continued to offer options that were not available for purchase -- which is incongruent with the spirit of the aforementioned contract. After I contacted the ****** agent myself due to the severe difficulty his "independent contractor" was having I was able to easily review 6 options he gave me for 12 (TWELVE) nights at HALF the cost of what the "independent contractor" was trying to quote in her not available quasi quotes. Mr ******** letter stating that the quotes I received for less time would obviously be of lesser cost are FUNDAMENTALLY INCORRECT. The stay I booked with the Disney agent directly was for 6 NIGHTS MORE. In retrospect I can only wonder if the quasi quotes with a "bait and switch" like technique to instill further FOMO was only to delay the Black Friday sales so my bill would be higher and the "independent contractor's" commission would be higher. There was NO REASON for a delay in booking if the "independent contractor" had done an appropriate intake and gathered the necessary information of family names and ages at the appropriate time. 

  In further response to Mr. ******** letter,

  -Point 1 paragraph 2: "The Role of the Agent" - The website for this company lists "***** ********" as a "Dream Designer" (attached screenshots) and in so gives the impression that this woman is an employee of the company. There is no mention of "independent contractor" status.

  -Point 2 paragraph 3: "Timeline and Availability over Thanksgiving", subpoint 1-  Mr ****** gives the impression that this was all very rushed and as a customer I did not give his "independent contractor" enough time. I initially requested to work with *** ******** in October 2024. It was *** ******** who delayed initiating any work on the vacation until the week of Thanksgiving. I wonder if again, this was to instill more panic and FOMO to increase her commission.

  -Point 2 paragraph 3: subpoint 3- I make no "claim" that the "independent contractor" was unavailable during Thanksgiving. It was *** ******** herself who messaged that SHE would be unavailable due to her nephew being in town, etc despite her request to delay any planning until this very week. Again with the continued messaging that rooms will book up quickly and supply was low and we may just have to pay a premium rate. These persistent messages would have alerted me if I had realized *** ******** received an ADDITIONAL INCENTIVE COMMISSION from ****** on top of the $200 I was paying. I was led to believe the flat fee I was paying would be the only payment *** ******** would receive in reference to this vacation planning. 

  -Point 3 paragraph 4: "Quotes and Pricing", subpoint 2- again, as stated above, Mr ****** is completely incorrect in his assumption of fever nights with the lower cost and it is exactly the opposite. *** ******** sent me several quasi quotes that she could not book for HALF THE NIGHTS yet DOUBLE THE PRICE. 

  -Point 4 paragraph 5: "Undermining the Agent's Booking Process"- As *** ******** continued to delay and use tactics to cause panic, FOMO and emphasize the lack of time, dwindling availability and so required increase in final cost -- and being under the presumption my payment of $200 was her only commission-- I had attempted to be helpful while calling to ask the ****** agent another question. Then when I heard the 6 (SIX) different options he had easily available that *** ******** was unable to provide -- for DOUBLE THE NIGHTS AND HALF THE PRICE, I felt certain I was doing *** ******** a service and saving her time and effort and fixing the perceived problem she had been highlighting continually through our communications and finding a solution to her INABILITY fulfill her part of the contract.

  -Point 5 paragraph 6: "Conclusion of Services", subpoint 1- I notified *** ******** well within 72 hours that I wished to void the contract as able by Alabama law. 

  -Point 5 paragraph 6: subpoint 2 - How much work did *** ******** actually do in 48hrs when she wasn't able to conduct a thorough consultation (inability to get necessary information for room booking, the entire premise for hiring), unable to present with bookable options and majority of communication was about how difficult it would be to find something (thus the cost would be higher), all at a timing dictated by *** ********* as explained above.

  -Point 6 paragraph 7: "Complaint Escalation", subpoint 4- I had already submitted my experience to the BBB before my reply thanking Mr ****** for his delayed response to multiple communications to ***** ****** and Mr ****** (labeled the ****Founder" of the company *** ******** was titled a "Dream Designer"). I have no control over when the response timestamps to his email or the website. It had already been submitted on my end and I found his response later. In that, I wish it had not come to this and I could have trusted Mr ****** would have been as he said in his reply "intended to consider a goodwill refund" although again, his message to me did not reflect this (see screenshot). Having received no communication from anyone involved with My Mickey Vacation Travel for 7 days (prior to receiving Mr ******* email) I did not want other families vacations to be ruined by this type of what seemed to be routine behavior: causing FOMO, increasing vacation costs, giving quasi quotes that are listed as not reservable, siting the timing of booking the vacation was difficult when it was the "independent contractor" who selected it, etc. It very much felt like a bait and switch. Also after looking at the website and not able to find any phone numbers to actually SPEAK with someone and no direct email -- all communication is through submitting "contact us" messages through the website. It all was starting to look very shady and I felt I needed to warn others before they were caught in this trap. 

  -Paragraph 8, "Final Position", subpoint 2- There was no consultation. It was a sales pitch. I have a witness who was on the call and who 100% agrees. 

  -Paragraph 8, subpoint 3- *** ******** made it abundantly clear she was unable to complete a booking for a multitude of excuses, the largest being that her work was being conducted during the Thanksgiving day weekend -- a time which was decided upon by *** ******** herself. I had begun communication with *** ******** about this vacation and asked to start services as early as October 2024. I was also led to believe that my $200 would more than cover her expenses and was unaware of additional commissions *** ******** would receive from ******. Had I had known this would have put a much different light on her behavior which clearly aligned with increasing the cost of the vacation, which I can only imagine increases her commission and is in fact a conflict of interest if it is true. 

  -Paragraph 8, subpoint 4- Again, I cannot control when websites register complaints or send emails and I agree it is unfortunate that your delay in response of 7 days fell on the same day and possibly hour that I submitted a message to the BBB out of desperation and in attempt to prevent this from happening to another family. I can only think if I had waited on *** ******** to finally book after multiple delay tactics I would have spent well over $10,000 more than I ended up paying with the ****** representative and only had a vacation of 5-8 days instead of double that! Many families cannot afford to have that amount of extra money spent on a vacation and my hope was to at least help save someone the headache and extra unnecessary cost. 

  Again in conclusion, I am siting Alabama law that states I can void a contract within 72 hours as stated above. Also, I would hope that after further understanding of the events that transpired Mr & *** ****** would elect to not utilize *** ******** as an "independent contractor" anymore.

   

   

   

  Customer Answer

  Date: 01/29/2025

  The overall principle here is that ALABAMA LAW in which the "independent agent" (discussed later) and myself reside states that there is a "cooling off period" after contracts in which one party can decide to cancel and make the contract null and void (see **************************************************************************************************). I made it abundantly clear that I wished to terminate the contract and sited this law prior to 72hrs after signing and paying the "contract". 

  In response to Mr. ******** remarks: 

  -His "independent contractor" in no way conducted a "thorough consultation". This was purely a sales pitch--and a hype call to instill FOMO (fear of missing out). There were multiple references to needing to "move quickly" and "scarcity" of available rooms. She did not get the names or ages of my family members that were participating the vacation and was sited by her as the main reason for delay in ability to make any reservations. There was no advice on ticket combinations nor any booking of a room at the best value (3 out of 5 of the promises in the contract were not fulfilled). In fact she continued to speak over me and tell me how I should want my vacation and insist that I should want a 5 day stay at ****** and a 3 day stay at *****************. This conversation was witnessed by a third party, ********* ******* who is in complete agreement with this account. 

  -In fact, through our communications during Thanksgiving week, his "independent contractor" continued to offer options that were not available for purchase -- which is incongruent with the spirit of the aforementioned contract. After I contacted the ****** agent myself due to the severe difficulty his "independent contractor" was having I was able to easily review 6 options he gave me for 12 (TWELVE) nights at HALF the cost of what the "independent contractor" was trying to quote in her not available quasi quotes. Mr ******** letter stating that the quotes I received for less time would obviously be of lesser cost are FUNDAMENTALLY INCORRECT. The stay I booked with the Disney agent directly was for 6 NIGHTS MORE. In retrospect I can only wonder if the quasi quotes with a "bait and switch" like technique to instill further FOMO was only to delay the Black Friday sales so my bill would be higher and the "independent contractor's" commission would be higher. There was NO REASON for a delay in booking if the "independent contractor" had done an appropriate intake and gathered the necessary information of family names and ages at the appropriate time. 

  In further response to Mr. ******** letter,

  -Point 1 paragraph 2: "The Role of the Agent" - The website for this company lists "***** ********" as a "Dream Designer" (attached screenshots) and in so gives the impression that this woman is an employee of the company. There is no mention of "independent contractor" status.

  -Point 2 paragraph 3: "Timeline and Availability over Thanksgiving", subpoint 1-  Mr ****** gives the impression that this was all very rushed and as a customer I did not give his "independent contractor" enough time. I initially requested to work with *** ******** in October 2024. It was *** ******** who delayed initiating any work on the vacation until the week of Thanksgiving. I wonder if again, this was to instill more panic and FOMO to increase her commission.

  -Point 2 paragraph 3: subpoint 3- I make no "claim" that the "independent contractor" was unavailable during Thanksgiving. It was *** ******** herself who messaged that SHE would be unavailable due to her nephew being in town, etc despite her request to delay any planning until this very week. Again with the continued messaging that rooms will book up quickly and supply was low and we may just have to pay a premium rate. These persistent messages would have alerted me if I had realized *** ******** received an ADDITIONAL INCENTIVE COMMISSION from ****** on top of the $200 I was paying. I was led to believe the flat fee I was paying would be the only payment *** ******** would receive in reference to this vacation planning. 

  -Point 3 paragraph 4: "Quotes and Pricing", subpoint 2- again, as stated above, Mr ****** is completely incorrect in his assumption of fever nights with the lower cost and it is exactly the opposite. *** ******** sent me several quasi quotes that she could not book for HALF THE NIGHTS yet DOUBLE THE PRICE. 

  -Point 4 paragraph 5: "Undermining the Agent's Booking Process"- As *** ******** continued to delay and use tactics to cause panic, FOMO and emphasize the lack of time, dwindling availability and so required increase in final cost -- and being under the presumption my payment of $200 was her only commission-- I had attempted to be helpful while calling to ask the ****** agent another question. Then when I heard the 6 (SIX) different options he had easily available that *** ******** was unable to provide -- for DOUBLE THE NIGHTS AND HALF THE PRICE, I felt certain I was doing *** ******** a service and saving her time and effort and fixing the perceived problem she had been highlighting continually through our communications and finding a solution to her INABILITY fulfill her part of the contract.

  -Point 5 paragraph 6: "Conclusion of Services", subpoint 1- I notified *** ******** well within 72 hours that I wished to void the contract as able by Alabama law. 

  -Point 5 paragraph 6: subpoint 2 - How much work did *** ******** actually do in 48hrs when she wasn't able to conduct a thorough consultation (inability to get necessary information for room booking, the entire premise for hiring), unable to present with bookable options and majority of communication was about how difficult it would be to find something (thus the cost would be higher), all at a timing dictated by *** ********* as explained above.

  -Point 6 paragraph 7: "Complaint Escalation", subpoint 4- I had already submitted my experience to the BBB before my reply thanking Mr ****** for his delayed response to multiple communications to ***** ****** and Mr ****** (labeled the ****Founder" of the company *** ******** was titled a "Dream Designer"). I have no control over when the response timestamps to his email or the website. It had already been submitted on my end and I found his response later. In that, I wish it had not come to this and I could have trusted Mr ****** would have been as he said in his reply "intended to consider a goodwill refund" although again, his message to me did not reflect this (see screenshot). Having received no communication from anyone involved with My Mickey Vacation Travel for 7 days (prior to receiving Mr ******* email) I did not want other families vacations to be ruined by this type of what seemed to be routine behavior: causing FOMO, increasing vacation costs, giving quasi quotes that are listed as not reservable, siting the timing of booking the vacation was difficult when it was the "independent contractor" who selected it, etc. It very much felt like a bait and switch. Also after looking at the website and not able to find any phone numbers to actually SPEAK with someone and no direct email -- all communication is through submitting "contact us" messages through the website. It all was starting to look very shady and I felt I needed to warn others before they were caught in this trap. 

  -Paragraph 8, "Final Position", subpoint 2- There was no consultation. It was a sales pitch. I have a witness who was on the call and who 100% agrees. 

  -Paragraph 8, subpoint 3- *** ******** made it abundantly clear she was unable to complete a booking for a multitude of excuses, the largest being that her work was being conducted during the Thanksgiving day weekend -- a time which was decided upon by *** ******** herself. I had begun communication with *** ******** about this vacation and asked to start services as early as October 2024. I was also led to believe that my $200 would more than cover her expenses and was unaware of additional commissions *** ******** would receive from ******. Had I had known this would have put a much different light on her behavior which clearly aligned with increasing the cost of the vacation, which I can only imagine increases her commission and is in fact a conflict of interest if it is true. 

  -Paragraph 8, subpoint 4- Again, I cannot control when websites register complaints or send emails and I agree it is unfortunate that your delay in response of 7 days fell on the same day and possibly hour that I submitted a message to the BBB out of desperation and in attempt to prevent this from happening to another family. I can only think if I had waited on *** ******** to finally book after multiple delay tactics I would have spent well over $10,000 more than I ended up paying with the ****** representative and only had a vacation of 5-8 days instead of double that! Many families cannot afford to have that amount of extra money spent on a vacation and my hope was to at least help save someone the headache and extra unnecessary cost. 

  Again in conclusion, I am siting Alabama law that states I can void a contract within 72 hours as stated above. Also, I would hope that after further understanding of the events that transpired Mr & *** ****** would elect to not utilize *** ******** as an "independent contractor" anymore.

   

   

  Business Response

  Date: 01/29/2025

  It is my understanding that the complainant had 10 days to respond to my response.  They did not do so, therefore, we have put this matter to rest per the failure to follow the process provided by BBB.

  My previous response still stands as corroborated by the screen shots of the complainant contradicting herself.

  As it applies to the so-called Alabama law, I will be seeking advisement from my legal counsel on this matter.

   

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22640470
  
  I am rejecting this response because:
  

  -Awaiting final response from My Mickey Vacation Travel.

  -If business had investigated the matter he would not be confused by the events and understand that there is no contradiction. 

  
  Sincerely,
  
  Thayer Moor

  Business Response

  Date: 02/08/2025

  Hello,

  On 1/13/2025, you informed me that the case was "closed" due to the complainants failure to respond.

  Yes, on 1/29/2025, you allowed her to respond and posted it.

  If the case was truly "closed" on 1/13/2025, then the comments posted anytime after that date should be removed from this file, and I'm insisting that they be so removed.

  Please advise when this has been completed.

  **** ******

  Business Response

  Date: 02/11/2025

  On 1/13/2025, you informed me that the case was "closed" due to the complainants failure to respond.  I am considering this case closed.

  I did previously advise that I would look into this so*called Alabama law, and I continue to do so.  However....BBB * in good faith * told me the case was closed.  I consider it closed.