Complaints

This profile includes complaints for The Vacation Group Formerly Known as CruCon Holdings, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Vacation Group Formerly Known as CruCon Holdings, LLC has 2 locations, listed below.

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  The Vacation Group Formerly Known as CruCon Holdings, LLC

  67 Whittier Hwy Unit 3 Moultonborough, NH 03254-3615

  
• 

  The Vacation Group Formerly Known as CruCon Holdings, LLC

  81 Whittier Highway Moultonborough, NH 03254-3615

  

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:11/01/2023

  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.

  We purchased a cruise through CruCon. I suffered a stroke 5 days before the cruise. I was hospitalized. My husband reached out to Crucon, ********* ******* and to airlines to cancel the trip or to ask for credit for a future trip. We have received the run around. Being pushed off from one company to the next.

  Business Response

  Date: 11/13/2023

  Dear BBB and Guests;

  Thank you for giving us the opportunity to respond. First, we have contacted the guests via email and phone on separate occasions to obtain documentation and advise of the process and procedures under our agency and the cruise line for their cancellation due to medical. We have obtained medical records from the guest to forward to the cruise line for review. While we cannot guarantee that this will absolve them of the travel supplier cancellation fees or make way for an exchange for future travel, we have forwarded the information to the cruise line for additional consideration. 

  Regrettably, the guests did not (to our knowledge so far) have travel insurance which may have provided some financial relief in this situation. In such an instance, they are not able to make a claim for any financial loss and are subject to the cancellation policy of the cruise line and any other travel suppliers.

  We will continue to monitor the outcome of the review with the cruise line and provide the guests with an update just as soon as more information is available. 

  
  Thank you, 
  CruCon Cruise Outlet

• Initial Complaint

  Date:10/23/2023

  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 booked a cruise on the Norwegian Prima for sailing date: Oct 1, 2023 for a balcony cabin and should have received $150 OBC from CruCon. While I was on the cruise, I did not receive the $150 OBC from CruCon for booking the cruise through them. The *** Onboard Credit desk on the cruise told me they only see the $150 OBC on my account coming from *** and NOT from the cruise travel agent and the $100 OBC is for being a *** investor. I emailed my cruise agent at CruCon to let her know I did not receive the $150 CruCon OBC for my reservation, she replied that the OBC was mislabeled as coming from *** and not from CruCon. I sent a follow up asking CruCon to provide proof or provide a *** contact who will be able to verify/confirm the $150 was from a joint marketing promotion with CruCon and was mislabeled as coming from *** instead of CruCon. However, CruCon has not been able to provide the proof or someone from *** who can confirm their claim.

  Business Response

  Date: 11/13/2023

  Dear BBB and Guest;

  Thank you for the opportunity to respond. We reviewed the reservation thoroughly and ensured that the correct amenities were assigned and delivered to the guests while onboard, as promised at time of booking. We have reached out to the guest on several occasions to address her concerns. In this instance, the guest has verified receipt of the correct total shipboard credit for the cabin but was concerned that it was earmarked as coming from *** rather than CruCon.

  Due to cooperative marketing efforts and/or proprietary agreements with our suppliers, among other marketing endeavors, it is possible that shipboard credit or other expected amenities appear as coming from the supplier and/or CruCon. We do notify our guests of this in our terms and conditions at time of booking. It is important to note that our staff did address this matter as soon as it was brought to our attention (prior to the guest reaching out to the BBB) and we assured our guest that the correct shipboard credit was assigned to the account and that CruCon would not be adding additional shipboard credit to the reservation. Further, we are not able to provide a letter from the supplier with further details of the shipboard credit, as the guest requested; but we did point out where the guest can find the explanation in our terms and conditions. 

  We spoke to the guest after receiving the complaint from the BBB to further review this matter but our position remains the same and no compensation or additional amenities are being extended. 

   

  Thank you,

  CruCon Cruise Outlet