We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cruises

CruiseBuilder

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cruises.

Complaints

Customer Complaints Summary

  • 122 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/15/2023

    Type:Product Issues
    Status:
    Unanswered
    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 November of 2019 we booked a rip with Latter Day Travel (AKA Cruise Builder) to cruise the Greek Isles and a land tour of Ital for May of 2020. Due to covid the trip was cancelled and rebooked for May of 2021. This trip was also cancelled and rebooked for July of 2021 which h=was also cancelled. At each rebooking, we were charged additional fees. These additional fees were refunded in June of 2021 , leaving us a credit of $5324.08 which was subsequently reduced to $4924.08 because they no longer issued early booking credits. I was told I had until November of 2023 to use my credits but they were not offering any trips which would be covered by my credits. I tried in July of 2021 to use my AIG travel insurance to be reimbursed but was told that since the cause of the cancellations were due to Covid, they were not covered and my claim was denied. In November, 2022 I tried to get information by email and finally heard in December that I would. be contacted.
    When I tried to book the trip I wanted I was told it was sold out. I have tried to contact them many timees since, but never get a response either by phone or email. Right now I am out almost $5000.00 and am fed up

  • Initial Complaint

    Date:05/14/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 voucher for $3,940 and now the company is not honoring it. We have tried emailing and calling them for a refund but they refused to refund our voucher. We told them we want our money back and they are now ignoring us. They now are refusing to fix the problem and I want our money back.

  • Initial Complaint

    Date:05/12/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Like many others on here, I did business with this company to purchase two tickets on Glenn B***'s "Cruise Thru History" package. It was a surprise from me to my wife for our 20th anniversary; I opted for many extras. It cost us over $20k. This was billed as an all-inclusive package that was to cover airfare, housing, cruise, tips, meals, and many other things. The trip was rescheduled twice, and it was finally cancelled when that third date was not going to work.

    We were given three options. One, a (very) partial refund--something like 16% of the amount paid. Two, credit for other cruises or packages. Three, be put on a list for a similar cruise to be announced in late-2022 or 2023. We selected that third option.

    Late last month, I e-mailed the company for any update on their progress in planning that "similar cruise." No reply. I e-mailed two other addresses that I had used over the years to communicate with the company. No reply. I have found three to four phone numbers, and all are either out-of-service or "dialed incorrectly" or otherwise non-functioning.

    CruiseBuilder or VacationBuilder or whatever they are calling themselves now has at least six figures of money from the Glenn B*** cruise hopefuls, alone, in addition to the other complaints I've seen on here from other customers. My concern is that one or more people have essentially pocketed that cash and skipped town, so to speak.

    Happy anniversary, honey! Sheesh.

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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 TO ROME ITALY FOR MY WIFES BIRTHDAY IN 2020.THEY CANCELED THE CRUISE BECAUSE OF COVID.THEY CANCELED AGAIN IN 2021.WE HAD BOOKED IN 2022 BUT THAT PARTICULAR CRUISE CANCELED. WE HAD TO ADD MORE MONEY BECAUSE OF HIGHER INSURANCE AND FLIGHTS BEFORE THEY CANCELED. NOW WE CANNOT GET AHOLD OF ANYONE TO ANSWER QUESTIONS.WE JAVE ABOIT 6,OOO DOLLARS PAID UPFRONT TO THIS CRUISE BUILDERS Organization. WE WOULD LIKE A REFUND.THE HAVE HAD OUR MONEY FOR THREE YEARS AND NOTHING TO SHOW FOR IT.

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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 paid in over $6000. for a trip and cruise for my husband and I to Rome and several ports. This included 14 day cruise, lodging, airfare, and taxes. Because of Covid they canceled the vacation and we booked again after Covid to a similar vacation, which again was canceled. We want a full refund not just a voucher for just the cruise, not including airfare and lodging which we have already paid for. It would cost another $1800. per person to get to Italy. Please help us??

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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 went through CruiseBuilder for Glenn B***’s Cruise Thru History, as that was our only option if we wanted to go on that particular cruise. Our cruise was paid in full, with excursions, and canceled a couple of weeks before our departure date during March of 2020, due to Covid. That was completely understandable, as everything was shut down. CruiseBuilder emailed us saying that all fees to ports, cruise line, etc. had already been paid, so we would be unable to get a refund. They rescheduled the cruise for October of 2021. That cruise was later canceled and we were given three options. We could try to “sell” our room to another couple, we could use cruise credits and go on one of their approved cruises with said credits, or we could wait for a similar itinerary to what we had purchased, though letting us know that might not happen until 2023 or 2024. We wanted the same or similar itinerary, so we selected the third option, never even thinking that the company might fold and leave us high and dry. At the beginning of this year, I called CruiseBuilder to see where we were at with our cruise. At that time, their answering service said to leave a message and someone would get back to us the same day; no one contacted us. I called again a couple of weeks later, and the answering service said that all customer service would be handled online. They gave us an email address to service our complaints. I’ve sent two emails and have never heard back. As I went online to look at their site, when I Googled CruiseBuilder, I had all of these review sites containing complaints of the travel agency. My heart sank. Many of these reviews had similar if not the exact same experience that we’ve had. I then came across the Gephardt article on KSL.com, and realized I needed to get in contact with the BBB.

  • Initial Complaint

    Date:05/10/2023

    Type:Product Issues
    Status:
    Unanswered
    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 paid in full for a cruise through CruiseBuilder in 2019. Covid hit , cruise was cancelled. CruiseBuilder has cancelled repeated attempts to book another cruise. Now they won't return calls or emails. They have stolen $4700 from me. Grrrrr! I demand a FULL REFUND from CruiseBuilder.

  • Initial Complaint

    Date:05/10/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 4 trips to Rome temple and a 7 day cruise. We are trying to go in the trip and now CruiseBuilders have closed their doors, won’t answer phone or return calls and is not responding to phone calls. Absolutely no communication for months now!

  • Initial Complaint

    Date:05/09/2023

    Type:Product Issues
    Status:
    Unanswered
    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 the LDS Israel Cruise in January of 2020 from Cruisebuilders. We paid $6290.00. The cruise was cancelled from Covid. We were told that we could not be reimbursed for the cruise, but that we could reschedule if the cruise was taken before the end of 2023. We called and called and left many voicemails to no avail. We have searched online and have found many others who have complaints against this company. My brother sent me an article from an Utah newspaper talking about this. It said to contact ****** ***** at the BBB in Utah if we are one of the people scammed by this company. I would be happy to discuss this over the phone if need be.
    ###-###-####

  • Initial Complaint

    Date:05/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a Mediterranean cruse back in April 2019 and paid $5K, we were supposed to cruise in November of 2019. It was cancelled by Cruise Builders due to the ship not being complete yet as it was a new ship. We then rescheduled for May of 2020 when it was cancelled due to covid. At that time we ask for a refund and we were told that our insurance had expired and could not receive a refund but would receive credits for our cruise and flights. We tried several times over(how does your insurance expire? this is B.S.) the past couple years to reschedule and always received a run around. We actually went into their office and demanded a refund but was turned down and told they would be in contact with us. We were finally able to schedule our cruise in January of 2023 for October of 2023 and we were told that we needed to pay another $1700 and pay and schedule our flight because of the increased costs.
    We have been trying to get in contact wit them with no luck. This is a horrible company and now I see that there are a lot of people dealing with the same thing.
    There needs to be a class action lawsuit against them.

CruiseBuilder is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.