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Business Profile

Cruises

CruiseBuilder

This business is NOT BBB Accredited.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2023

    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 paid for the 3 temple tour for August 2023. We were told it was canceled and we would receive a refund. They have not refunded and they do not respond to calls or emails.

  • Initial Complaint

    Date:05/06/2023

    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.
    Glenn B*** cruise though history canceled because of pandemic. CruiseBuilder let us choose another cruise with very similar destinations and now this is not going to happen. I want my refund for two passages, totaling $13,390.

  • Initial Complaint

    Date:05/05/2023

    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 originally paid CruiseBuilder $12,990 for a cruise that was supposed to happen in March of 2020. So obviously we didn't go. We were told they would provide a similary cruise, which never happened! Then we were told that we had the amount of money we had paid in travel credits and they could be used up until 12/31/2024. So it comes time that me and my husband want to book a cruise using our credit of $12,990 and i cant get hold of anyone. My emails apparently went to the ether. No way to getting hold of these folks and no we have no idea what to do or think for that matter. In looking at all of the complaints, we are one of many who are out a lot of money. We also haven't received any kind of communication from these people. At the very least, they should be informing their customers what is going on.

  • Initial Complaint

    Date:05/01/2023

    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 heard about this cruise through the Glenn B*** program. We signed up for the cruise and paid our money back in June of 2019. The cruise was cancelled due to the COVID pandemic in the spring of 2020. At the time the name of the company was CruiseBuilder. I think due to many complaints and bad reviews, the company Changed their name to Vacation Builders. I will refer to them as CruiseBuilders. CruiseBuilders said that they planned on rescheduling the cruise for an unknown distant date. They sent out several emails saying that they planned on having an alternative cruise but that the cruise would be similar in duration and would be visiting the same sites as the original cruise. We contacted them a few times and was told no cruise preparation or plan had been finalized. In September of 2021 we received a letter from CruiseBuilder stating that we would now have 2 options. 1) They were prepared to immediately provide travel credits equal to the amount we paid for the Cruise Thru History with Glenn B***. 2) Second, you have the option of joining us for an alternative trip at a to-be-determined date in late 2022 or 2023. We wanted to have a trip similar to the originally planned trip and so we selected option 2. From here we didn't hear anything from them. We all contacted them but nothing new was presented from CruiseBuilders. In September 2022 we all received a letter from them which gave us another 2 options. 1) You still have the option of retaining the travel credits or Alternative Trip previously elected equal to 100% of the amount you paid for the cruise. 2) If you are no longer interested in travel credits or an alternative trip, you may instead choose to receive a partial reimbursement of 19% of the value you paid for the cruise. We all booked a new cruise. We received a confirmation email with a Trip ID : **********. After the confirmation we wer unable to contact CruiseBuilder for any information. On 02/23/23 CruiseBuilder cancelled our trip.

  • Initial Complaint

    Date:05/01/2023

    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.
    Booked a vacation cruise package from CRUISEBUILDER in January 2020 for travel in April 2020. It was canceled due to COVID. I was unable to get a refund of th $2990.00 I had paid. I continued to try to get a refund, but in 2021 was directed to speak with the new company VACATIONBUILDER. I got the response that my only recourse was to book a new trip using credit for what I had already paid, but that costs were now more than 50% more and available bookings were not yet know. Very strange. I continued throughout the year and they kept stringing me along. In 2022 I was directed to speak with LATTER DAY TRAVEL, and I pretty much got the same run around. I even tried to book a more expensive trip using my credits for October of 2022. I was told that my credits weren’t valid and they wanted me to pay for the entire amount. In the last several months zI have been unable to contact anyone that will give me any information. Now the web sites for all 3 businesses are suspect and ALL of their phone numbers are disconnected. I’m very frustrated and I know I am not alone. $2990. Dollars is s lot of money to me and it is extremely painful to have it stolen in this fashion. If there is a class action suit brewing? I want in. My original reservation # With CRUISEBUILDER is #**** from January 09/2020.

  • Initial Complaint

    Date:04/30/2023

    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 bought a cruise as a birthday present for my ageing mother in May, 2019, this was cancelled because ******** was not ready and then covid hit. I have been trying to get a refund ever since. They dont issue refund and was advised to look at the website for other cruise options but the posted cruises are more than we paid for, they mentioned inflation on one of the responses. Everyone are affected with inflation, and I had to deal with credit card interest for booking this cruise.
    This cruise was advertised on fb as "Flash Deal" from SF Cruise Builder (got a response from cruise builder staff from my fb chat/message). We can now only email them, sent several emails recently but the last response was in Feb, 20, 2023, an automated response from one of their staff.

  • Initial Complaint

    Date:04/27/2023

    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.
    November 2019 I paid $2,900 to go on this cruise with Cruise Builders. I did not cancel this cruise, Cruise builders did due to covid. To this day it is crickets, no contact AT ALL!!!!!!!!! I called all the time to speak with a real person. A couple of times I spoke with a real person only to be put off and ignored. I just requested my money back, they said no, we don't give people their money back. For 3 years NO NOTHING, we were and are being scammed. For 3 years no one sent an email, regular mail, text, to give us an update as to what the situation is. To this day they owe me my money back because they know they are not going on this cruise and CRICKETS. I am really disappointed on this "Latter day Travels", you poorly represent a Christian religion. Shame on you. 3 years later you yet have speak with me, live and in person. Please just give me my money back and lets call it a done deal and be done with it. I am sure there are people who want to go on your cruse to those countries, I do not want to. Please refund me my money, this is all I ask and request. For 3 years your company has been ghosts and fake company. I realize now that this was and is all a scam. $2900 may not be much for you but it is for me due to being the main house hold provider who lives from pay check to pay check. Please be a reputable company and hold up to high standards and represent your company the standards you want. I know you have a "F" rating...is this what want? Please, I did not cancel you, you canceled me. I lived up to my end of the agreement, you did not. again, I request my full refund because, I was the one left hanging. Like I said for 3 years no nothing, no person to talk to. "we will call you back in 24-48 hours. never happened NEVER,so disappointing. I am sorry this is how you represent and value your company. I will never go, you stole my money. I just want it back please and thank you. please contact me directly on how you will be returning my money.

  • Initial Complaint

    Date:04/27/2023

    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.
    First trip scheduled 3/10/20-3/20/20. Canceled due to Covid.
    “Costa Cruise Lines will provide a voucher for credit on a comparable cabin and cruise.”
    We rescheduled a new cruise on 3/27/22 along with Two other previous passengers we were going with the first time, ******* ****** and ******* *****. The new cruise was to depart 3/23/23 to 4/2/23. Deposit and full payment for the four of us was $9,648. ******* and ******* canceled this trip because they were told it would cost more.
    We never received any communication with Costa Cruise. Do we did not go on the second trip, 3/23/23-4/2/23.
    Our trip ID for this trip was *********** and the Booking reference was ********.

  • Initial Complaint

    Date:04/27/2023

    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.
    18 July 2019 my wife and I booked a vacation package for 7-17 Apr 2020 through ******************. The package included the following:
    Airfare to Italy, Pre-cruise hotel, Rome tour, 7 night Costa cruise, Rome LDS Temple visit, Post tour hotel
    Total cost of $5384.00 paid in full 19 Dec 2019

    12 Mar 2020, our trip was canceled due to COVID-19. We were informed that we could reschedule any time in the next year.

    We purchased travel insurance, but this event was not covered. We disputed the credit card charge, but it was denied.

    31 Aug 2020, received a voucher from Costa good for 12 months.

    23 Sep 2020, we booked a new package through ******************. This package was for 14-27 May 2021, and included:
    Airfare to and from Italy, Tour of Rome, Milan, Venice, Costa Cruise from Venice
    We ended up paying an additional $1235.70 for this trip, which was later had refunded to our credit card.

    Latter Day Travel contacted me for my cruise voucher number, since it was in my name. They, as a travel agent, could then use the voucher in my name to book travel.

    19 Feb 2021, we were informed by Latter Day Travel that Costa had canceled our cruise.

    18 Jan 2023, we contacted Latter Day Travel to book a new travel package. This package included the following:
    Ground tour and Costa cruise from Venice/Trieste
    Airfare was NOT included in this package
    This new package was an additional $2581.70.

    19 Jan 2023 8:33AM, I spoke with Costa who indicated that since the cruise voucher was still in my name, I could use it myself to book travel through Costa and did not need to go through Cruisebuilder.

    19 Jan 2023 at 1:29M, we canceled the travel package. Per travel documents, I also sent them an email confirmation that I wanted to cancel my travel package.

    I had discussions (recorded) with both Josue and Joey G****** at Cruisebuilder. Therewas no way for us to use the “credit” we had without paying additional money.

    As of 27 Apr 2023, Cruisebuilder will not return any calls.

  • Initial Complaint

    Date:04/27/2023

    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 April of 2020 I purchased a cruise vacation which was cancelled due to Covid. Despite many attempts to get a refund the company refused. Instead, they gave me a credit. So, in January of 2023 I re-booked the cruise for September of 2023, but did not receive any kind of confirmation number or anything. I have been trying to contact the company to get more details for the cruise and they never respond to either phone calls or emails. I paid $2,992.00. I would like a refund or be able to go on the cruise that they promised. Any suggestions for recourse? Thank you.

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