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:03/07/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 4/8/2022 we contracted with Cruise Builder dba. Latterday Travel/Vacation Builder for a 16 day cruise/vacation to Isarel, Jordan, Egypt, Turkey, Greece, Rhodes. From April - August, 2022 a total of $13,400 was billed and paid by credit card for the complete cost of this trip.
  On 2/23/2023 we were notified by email that the company was cancelling our trip and that our money would be refunded in the next 30 days. We have great concern that refund will not be given. We have attempted at least 6 times to contact the company by phone, leaving voicemails with no return call.

  Business Response

  Date: 03/09/2023

  Thank you for your message. I'm sorry it has been hard to reach our customer support team. They are helping customers and all involved in this process. If you have not already done so, please email [email protected] to follow up on your situation.

  Business Response

  Date: 03/22/2023

  Thank you for your message. I'm sorry for the challenging situation as trips have been canceled and as the refund process begins. Your message has been shared with VacationBuilder. Please email [email protected] to address your specific situation. 

  Customer Answer

  Date: 03/29/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When the merchant cancelled the trip on February 23, 2023 they indicated that they would be refunding all monies paid for the trip within 30 days.  It is now well beyond 30 days and there have been no refunds issued. The merchant continues to list an email address that can be contacted for assistance, but there have been no responses to repeated emails dating back into January 2023. The manner in which the company has managed this process is unacceptable and they have had over $12,000 of my money for nearly a year!

  
  
  
  Sincerely,
  
  ***** *********
  
  

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 booked a cruise prior to Covid shutdown…Glenn Beck Cruise…Come Sail Away. The cruise was rescheduled a couple of times then finally cancelled with options of future credit for future cruise to be taken before the end of 2023 or a partial refund of about $2000 over 5 years. Obviously we would take the credit. We have emailed cruisebuilder several times to book and use the credit on another costa cruise and called with repeated messages that “they are cruising” and will respond when they return.
  
  Now they are no longer accepting phone calls per their message and only will communicate through email but have not responded to date. We spent almost $20K. We just want our money back and want more than $2k over 5 years.

  Business Response

  Date: 03/09/2023

  Thank you for your message. I'm sorry your original trip was interrupted by the pandemic. This is a challenging and difficult situation for customers and all involved. If you have not already done so, please email [email protected] so your situation can be addressed.

  Business Response

  Date: 03/22/2023

  Thank you for this message. I'm sorry your original trip with Glenn Beck was impacted by the Covid-19 pandemic. CruiseBuilder has been working for the last three years to reschedule customers, work with airlines, hotels, travel vendors and others throughout the world to secure credit and as much value for the customers as possible. Please email [email protected] to address your specific needs.

  Customer Answer

  Date: 03/23/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: That is the same response we get when we contact them.  They have told us they are not in a position to honor any credits at this time and we have hired an attorney.
  
  
  
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:02/27/2023

  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.

  After waiting 3 years to take our ***** trip booked with Cruisebuilders, we finally got booked with ***** Cruises for 4/11/ 23 for ***** Toscana with cruise ship leaving 4/ 13/23. We got our trip # ******** and # ******** and was confirmed with *****. We were told our flight arrangements were being prepared. We herd nothing from Cruisebuilders despite many calls and e mails. Then suddenly on 2/23/23 got an email trip was cancelled. No one will return calls or e mails. I dont know what recourse I have at this time.

  Business Response

  Date: 03/09/2023

  Thank you for your message about your situation. I'm sorry your original trip was interrupted by the pandemic.  And, sorry for the slow response as our team addresses questions in the order they are received. The best way is to email ********************************** so your situation can be addressed.

• Initial Complaint

  Date:02/24/2023

  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 Cruisebuilders back in 2019 that was supposed to take place in March of 2020. Due to Covid, the cruise was postponed twice, and then finally canceled. They offered us credits for the full amount that we paid. over **** people were to take this cruise Through History with *****************. Some have been able to take a cruise with their credits, but this week Cruisebuilders is sending out emails canceling the cruises that have been booked without explanation of what is going to happen to our thousands of dollars we spent. For the last month or so, they have not returned phone calls or emails. As of today we now can't even access the website. Meanwhile there are still thousands of people out thousands of dollars with no explanation. This is bad business and terrible customer service. As far as we are all concerned, they have spent our money and we will never get it back, nor will we get a substitute cruise. This was to be a cruise of a lifetime for many of us, and the cruises they offered in replacement with the credits, weren't even close to what we paid for. We deserve answers!!!! We deserve to get our money one way or another. This is unacceptable.

  Business Response

  Date: 03/06/2023

  Thank you for your message and I'm sorry for the situation that ******************* would not fulfill the rescheduled cruise. It is understandably difficult for all the customers and individuals involved. Your message will be shared with the team. We understand your frustration with the situation and with the travel credits. Please email ********************************** to have your situation addressed.

  Business Response

  Date: 03/06/2023

  Thank you for your message. I'm sorry that the ******************* cruise has not been rescheduled. It is understandably difficult for all the customers and individuals involved. Your message will be shared with the team. We understand your frustration with the situation. Please email ********************************** to have your situation addressed.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19492496
  
  I am rejecting this response because:  This response does not answer the question of where my money went.  We spent over $13,000 for a cruise that never took place.  They canceled the cruise and offered us "credit" instead of refunding our money.  I have contacted ***********************************.  I got an email stating they can't fulfill my credit due to financial difficulty.  Them taking $13,000 of my money is a financial difficulty for me as well.  I emailed them back, and have yet to hear anything.  There are 100's of us that are not getting responses.  I did not get on a plane, I did not stay at a hotel, I did not get on a boat, I did not stop at any port, I did not hear any or participate in any seminars that were offered.  I did not eat any food, nor drink any drink.  I would like to know where my over $13,000 is?   Saying it's unfortunate that ***************** didn't follow through with the rescheduled cruise is not acceptable.  Cruisebuilders still has our money.  Why wouldn't you have offered the cruise without *****************?  You have over $13000 of my money and I would either like my money back, or be allowed to take a cruise for the amount I paid for.  It is not right that Cruisebuilders should be able to keep the Thousands of dollars that we all paid for this cruise.  Some people spent over $20,000.  How does Cruisebuilders explain just keeping our money and we get nothing?  This is unfair and could be considered theft, if you ask me.  There are sister companies to Cruisebuilders that should be helping them out of this jam.  I am asking Cruisebuilders to the right thing by either giving us our money back, or fulfilling our credits with a cruise. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/17/2023

  Thank you for your email. It has been shared with CruiseBuilder.

• Initial Complaint

  Date:02/23/2023

  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.

  WERE SCHEDULED FOR A CRUISE WHICH COVID PREVENTED AND HAVE SCHEDULED ANOTHER CRUISE THIS SEPT WHICH HAS NOW BEEN CANCELLED. THIS IS GOING ON OVER 2 YEARS NOW AND TODAY I GOT THIS EMAIL- recent months, CruiseBuilder has faced significant financial pressure due to inflation and related increased costs for travel services. These inflationary market conditions, which are in addition to lingering impacts of COVID-related restrictions, have made it impossible for CruiseBuilder to go forward with your scheduled cruise. Unfortunately given these circumstances, CruiseBuilder has no choice but to cancel your trip. CruiseBuilder is currently evaluating options if it could offer travel opportunities. If we are able to offer travel opportunities in the future, we will notify you of how you may be able to use your credits on any future travel packages. We are very sorry that market conditions have forced us to cancel your trip and apologize for any inconvenience this may cause. We sincerely hope to find a way that you can use your travel credits in the future and will notify you as soon as any may be available. In the meantime, if you have any questions, please email us at *********************************** Sincerely, CruiseBuilder CruiseBuilder is part of the VacationBuilder family.Monday-Friday, 9am-5:30pm (MT)********************************** VacationBuilder, *************************************. *********************************, **, ************ Manage preferences THEY SAY "IF"WE CAN GET ANOTHER CRUISE AND "MAY" BE ABLE TO ETC. THEY HAVE ****** DOLLARS OF OURS AND I SUSPECT THEY HAVE SPENT ALL THE MONIES FROM HUNDREDS WHO WERE GOING ON THE ORIGINAL CRUISE 2 YEARS AGO. HOW COULD THEY HAVE AN A MINUS RATING FROM THE BBB? ALL THE REVIEWS ONLINE ARE FOR 1 STAR AND WE HAVE ALL BEEN CHEATED OUT OF OUR MONEY. THIS BUSINESS SHOULD BE SHUT DOWN. ***************************** <******************>To:******************** Thu, Feb 23 at 6:02?p.m.Show original message

  Business Response

  Date: 03/06/2023

  Thank you for your message. I'm sorry for the situation that is understandably difficult, since your original cruise was postponed due to the covid-19 pandemic and ******************* would ultimately not reschedule. We understand your frustration and the frustration of customers and all involved. Your message will be shared with the team. Please email ********************************** to have your situation addressed. 

  Business Response

  Date: 03/06/2023

  Thank you for your message. I'm sorry that the ******************* cruise has not been rescheduled. It is understandably difficult for all the customers and individuals involved. Your message will be shared with the team. We understand your frustration with the situation. Please email ********************************** to have your situation addressed.

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 in 2019 (for spring 2020). It was cancelled due to Covid. We tried to get our money back, but were told we can only get credit for a future cruise.
  
  We’ve been trying to use our credits since, but they haven’t let us. They make promises, take our money, then cancel.
  
  We did use our airline vouchers. We never got money back for our cruise or the land portion of the trip though.
  
  This year they promised to finally make it right. We purchased a trip in January 2023. This was booked using our voucher, and agreeing to pay thousands more due to inflation. We were told someone would call us to work out the details. No one did.
  
  They’ve since stonewalled us. I tried to reach them by phone a couple times a week. No one answers. I left messages 01/24, 01/31, 02/06, and 02/21. No one has called back. I sent emails 01/24 and 02/21. I got no response.
  
  I went to the building in person on 02/08. I met with Rand. I was told “the person who handles that is out of town” but would contact me within 2 business days. That never happened.
  
  I can’t talk to anyone. Today I got an email saying our cruise is cancelled and we will get a credit to use in the future again!
  
  When I call there is no answer. Just a message saying they only take emails now. They aren’t even pretending they intend to call back anymore.
  
  We are out thousands of dollars. They took our money. They won’t give it back, or give us a cruise. They won’t talk to us either.
  
  They claim financial pressures. But when we went in person, the employee let it slip that there’s no one to help in the office because the employees are on another cruise! (Their 2nd in a month.)
  
  I don’t believe their claims of cancelling due to “ financial pressure” when they can take the office on 2 cruises. They need to take care of current paying clients before rewarding themselves.

  Business Response

  Date: 03/06/2023

  Thank you for your message and I'm sorry for the situation that is understandably difficult. Your message will be shared with the team that has been busy working to help customers -- not out of the office like you described. However, I can understand your frustration. Please email [email protected] to have your situation addressed. 
  

  Business Response

  Date: 03/22/2023

  Thank you for this message. At CruiseBuilder we are doing everything in our power to respond and help each customer. Unfortunately we have still been dealing with customers with trips that were originally canceled or impacted by the Covid-19 pandemic. In many cases travel credits were extended to these customers. CruiseBuilder has been working for the last three years to reschedule customers, work with airlines, hotels, travel vendors and others throughout the world to secure credit and as much value for the customers as possible. In many cases it has been difficult to recoup the complete value. As you can imagine, this has been a challenging and difficult process for everyone involved.

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You are not “doing everything in your power” to help each customer. You still won’t call me or respond to my emails. I and my family members are among those customers whose cruise was canceled with the pandemic in 2020. I still can’t get any response from Cruisebuilder except through BBB. You’ve shut down your phones entirely, and ignore emails. HOW am I supposed to get help from Cruisebuilders? No one can tell me. I’m just asked to send new emails. Which are also disregarded.

  As of last year I would get responses by email. In the last few months that stopped. What has changed? Presumably you didn’t get a sudden new influx of 2020 canceled cruises in the past 6 months. Long after 2020. I feel lied to and “gaslighted.” No matter how many reassurances you send to BBB, you still haven’t looked into my case and continue to disregard all of my attempts at contact.

  I get that travel costs more now. I’m not asking for an identical trip, for the same cost. I tried to use the voucher you promised me and was willing to pay the rest. I was told trips are canceled. And no one wil talk to me so I can schedule something else.  I just want to be refunded what I originally paid, for services that were never received. Neither Cruisebuilder nor Costa provided me a cruise or land trip with that money. (The airline credit was ALL we were allowed to use.) What did you spend our other > $4000 on? We need the money back.
  

  Refusing to reimburse our money AND refusing to help book something with vouchers AND refusing to talk to us at all except here is dishonest.

  
  
  
  Sincerely,
  
  ******* ******
  
  

• Initial Complaint

  Date:02/18/2023

  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.

  This started when our cruise was cancelled in 2020 ******************* History cruise. We were told by cruise builder that we could use all of the money we gave them over $10,000 for cruise voucher in future. We did not select a cruise last year that this company offered. and were told we had until fall of **** to use the voucher. That is not our problem. at this time, it is the fact that no one will return our calls to schedule the cruise we have selected.. I started calling mid January got a returned call January 23rd I could not answer at the time but the person did not leave his extension and when he could be reached. I have been calling e-mailing since then numerous times with no contact from anyone in there office. This is Feb 18th with no direct conversation with anyone at this company. My opinion on this is they are hoping we give up so the company can keep our money themselves. Since this cruise was scheduled before a new law about refunds we have to use the voucher or nothing.Thank you for your email. We are experiencing high volumes and it is taking longer than expected to respond to your email. If you are traveling within the next 15 days and have questions, please send an email to ********************************** Thank you for your understanding. We look forward to assisting you as soon as we ************************************* CUSTOMER SUPPORT SPECIALIST ********************** ******************************************************************************** _____________________________ On February 9, 2023 at 12:48 PM MST ********************** wrote:OK but this is Feb 9th!!! When is someone in the office? Sent from Mail for Windows From: ****************************************** Sent: Thursday, February 9, 2023 11:45 AM To: ***** Subject: Thanks for getting in touch. Were on it. Hello ***** Thanks for reaching out to us. Our team is currently at Sea, hosting one of our major events. Therefore our offices are currently closed. We will be back on Wednesday, February 1.

  Business Response

  Date: 03/13/2023

  Thank you for your message. I'm sorry your original cruise with ******************* was interrupted due to the pandemic and travel restrictions. We understand how difficult this has been for customers and all involved. Please email ********************************** so your situation can be addressed. 

• Initial Complaint

  Date:02/14/2023

  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.

  My wife and I engaged LATTER DAY TRAVEL FOR A TRIP SCHEDULED IN OCTOBER, 2023. The cost for this trip for 2 of us was $6520. and to be paid in installments. We paid $2039.66 for the December and November(2022) installments. Since that time we have sought more details about the upcoming trip via their telephone number. Calling that number has been a total failure. Attempts at contacting VacationBuilder via their internet address has been unsuccessful. The time spent trying to engage someone has been so disappointing I now wish to cancel my reservation with VacationBuilder and want a refund of the amount I have already paid them. Apparently VacationBuilder is handling all financial transactions for Latter Day Travel. Can you be of assistance in this situation?

  Business Response

  Date: 02/15/2023

  Thank you for your message. I'm sorry for the trouble this has caused. We are experiencing some system challenges and hope this will be resolved in the coming week or so. We are aware of your reservation and will reach out to you as soon as possible. We are happy to work on a solution that meets your needs. Thank you for your patience.  

• Initial Complaint

  Date:10/25/2022

  Type:Sales and Advertising 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 booked a *************** which in the brochure included travel to and from ***************. Latter Day Travel/ Cruise Builder says they changed their policy and stopped including flights. They did not tell us this until after we had booked and given them $6500.00. When asked about getting our money back, they said that they would keep $500.00 deposit and 75% of the $6000.00, or $4500.00. Our refund would be $1500.00. We are over 100 days from our travel date. This is brazen bait and switch false advertising. They are charging us $5000.00 for their misrepresentation of the product sold.

  Business Response

  Date: 12/02/2022

  Thank you for your message. I'm sorry. I sounds like there was a misunderstanding about flights to and from ***************. I'm sharing your concern with our resolution team so they can look into the details. For background, the cancelation policy is included in the terms agreement for all customers to review and sign at the time of booking. Please contact us at **********************************.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18311501
  
  I am rejecting this response because:
  
  They are deflecting responsibility for their deceptive practice with a promise of an action that they can close in the dark.  There is no desire on my part to terminate a trip planned for months. Only their bait and switch with no clarity/transparency pushed us to consider cancelling. Therefore, they bear responsibility for cancelling. But, they place all financial burden on the consumer.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/08/2022

  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 booked a cruise with them. I paid a deposit. I called to ask a question they did not answer or put me on hold for 20minutes then hung up on me. I switched to a different cruise because of a discount code and them filling the entire boat. I began over a week ago trying to cancel cruise one. I have called, left messages( they claim they will call back in 24 to 48 hours.) No response in 148hours I have emailed, I have ******** messaged. The email recieved a canned response saying dont bother us unless you are on a cruise right now and having a problem. So for a week i have been completely unable to contact these people to cancel. While i have been calling daily ,emailing and messaging they took **** dollars out of my account with no notice putting me into overdraft. For a cruise i cannot cancel because they wont talk to me. This customer service is beyond ridiculously horrific. At this point I want to cancel both cruises since they cant be trusted to have any customer service whatsoever.Completely unreachable through any channel???

  Business Response

  Date: 10/20/2022

  ********, Thank you for your message. I've terribly sorry you have not been able to reach our support team. I talked to our team and they have been trying to reach you for the past 5 days. This has been an unusual time helping many travelers. I'll forward your message to them so they can try again. I recommend emailing *********************************** Again I'm sorry.