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:12/18/2024

  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.

  This encounter was a complete nightmare for my 45th Birthday. In January Ms. ****** agreed to organize my and six others' stay at Breathless in Montego Bay, Jamaica for December 5th through December 9th, 2024. We began making our payments In February and concluded in October paying $11,700 (not including service fees) altogether. The week before Thanksgiving we tried on multiple occasions to contact her via text phone and email for our reservation details and itinerary with no response. I eventually contacted the resort directly to get the reservation details only to find out that Ms. ****** never made the reservation. We booked our flights, arranged ground transportation, and took PTO from our jobs and some of us paid babysitters only to be disappointed by the fraudulent actions of Ms. ****** to collect our money over a 10-month period of time and provide no service to us. At 1 am the day of departure, we received an email stating that due to an admin error the reservation was cancelled (which was a lie because the resort stated the reservation was never made). This is so disheartening, upsetting, and unlawful. She should not be able to work as a travel agent on any platform in the future.

• Initial Complaint

  Date:12/07/2024

  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.

  On January 17, 2024, myself and 6 others arranged a trip to Jamaica through Social Butterfly Express, LLC, which Rosalyn ****** solely manages and operates. Each participant made a deposit and commenced monthly payments from March 2024 until October 2024, with the trip planned for December 5 to December 9, 2024. Upon booking, we received documentation stating that the final travel itinerary would be provided two weeks before departure.
  However, by November 21, we had not received any updates. On November 23, 2024, we contacted Ms. ****** regarding updated Flight information. Ms. ****** confirmed receipt of flight information. On November 29, we sought to contact Ms. ****** for a follow-up regarding the final itinerary, which included confirmation of our reservations and transportation from the airport to the resort, but received no response.
  On December 4 and 5 we continued efforts to reach Ms. ****** without success. Due to Ms. ******** failure to respond, we reached out to the Breathless Resort in Montego Bay to verify the booking. At this time, we learned that Ms. ****** never booked the trip with the resort. Ms. ****** never informed us of her failure to book the trip nor did she refund the group’s money.
  On December 5, 2024, Ms. ****** sent an email at 12:58 A.M. 6 hours before departure informing the group the trip was canceled. We have reached to Ms. ****** regarding refunds, but we have yet to get a response or hear anything.

• Initial Complaint

  Date:12/19/2023

  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.

  In February 2023, I reached out to Social Butterfly Express, owned by Rosalyn, because I was interested in planning a trip to Jamaica for my 45th birthday. She organized a link to send to my friends and family, and we paid our deposit in March. Following, I paid $433.30 a month leading to September for a swim-out room. When we finished our payment, Rosalyn stated we would receive a confirmation and trip details mid-to-late October. However, we did not until November 2nd after landing in Dallas. Along with said email came another stating that she had been hacked and the account she booked our vacation on had been frozen. We immediately tried to call but were left unanswered. Because our transportation at Montego Bay Airport had been canceled, we had to find our own way to the resort, and when we arrived, we still needed answers. Though it was my trip, Rosalyn did not answer my calls and solely communicated with my 23-year-old daughter. We waited in a room until 9 PM; during that time, many calls and texts to Rosalyn were left unanswered. I had a pregnant woman on my trip, and the stress of it all led to the resort's front desk manager calling Rosalyn from their landline. She answered and finally booked each of us one night, though we were set to stay in Jamaica from the 2nd to the 7th. Further, though I paid $2,800 for a swim-out room, I was given a $1,400.00 garden view for one night. To receive the other nights, we had to call Rosalyn on Friday and Saturday to ensure our belongings would not be placed out of our room. When we got to Cleveland, Rosalyn contacted my party and said she would refund everyone by November 27th. However, she would not answer phone calls or texts during the week of. She only gave my daughter and another member of my party a refund. I have not received a refund, her social media has been taken down, and she has not returned my calls or texts. Please do not book with her. Social Butterfly is a scam.