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:05/15/2024

  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.

  I purchased a 4day/3night stay for ************ vacation stay for ****** in July 2022. My husband has been ill and they extended it until July 2024. I called today to book it and the girl was having problems putting in a credit is what she said trying to book me at the ************* for ***** in addition to what I had already paid. She had told me earlier in the conversation that I could book it online.she told me she was going to have to call me back and I asked her for the code to go in the website and look at the hotels. The sandbar regular price was 502. The **************** was originally close to 600. I was trying to find out how much my price would be with the package and it charged me ****** I was talking to the girl from vacationplay on the phone and I told her that I was trying to find out the price. I told her that my husband had health problems and I couldnt afford that and that I didnt mean to book it. She said I couldnt have a refund and that I couldnt change hotels. When I called a different number to have someone help me she told me that I had two vacations booked. I also had an email that my vacation in ****** ******* was cancelled with vacationplay and I know nothing about that. Discover is going to dispute the charge.

  

  Business Response

  Date: 05/30/2024

  After a thorough investigation, we have determined that our company is not involved in this matter. It appears from the transaction receipt that was submitted with the complaint that the charge was with "Vacation Offer", not "VacationPlay". We recommend that ********************** verify the correct company and reach out to them directly to resolve this issue

• Initial Complaint

  Date:02/10/2024

  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.

  On May 19, 2023, I purchased a 3-night trip to ********************* in Hilton Head, SC from ************* for $199. I was told I had a year to redeem it. Later that year I booked a trip during a busy period and had to pay an additional $50 for that but had to cancel before I could go. I was told that I still had a year from the purchase date to take advantage of the offer. In the past week, I tried to schedule a trip for our anniversary and went to the website to do so. At the time I was told that I would be contacted within 48 hours with the confirmation. I didn't hear from anyone so I called the phone numbers that I was given and never got an answer. At this time I no longer want to redeem the offer and I am requesting a full refund.

  

  Business Response

  Date: 03/08/2024

  After carefully reviewing the details of your complaint,we understand the frustration you may have experienced, and for that, we sincerely apologize. Upon investigation, we determined that the reservation request did not reach our system. However, following a discussion with Mr. and *****************, this matter has been satisfactorily resolved. We look forward to working with their family when they travel with us in April. 

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 were contacted by this company and were offered a vacation package since we stayed at Hilton Head, ** last summer. We were told that the cost is ****** for a 4 night 5 day vacation. We asked if that ****** is the ***** cost and we were assured it is. I specifically asked again if the ****** is the complete and total price out the door and again she assured us that it is. We then discussed what type of rooms are available as we often travel with family. She assured us that they have many options that included a master bedroom with open floor plan that included two extra queen **** behind a partition as well as two separate bathrooms. We asked about black out dates and were told there are absolutely NO black out dates and we have 18 months to use the package. After agreeing to proceed because our questions had been answered satisfactorily we had to wait to speak with a supervisor for authorization. While speaking to the supervisor she briefly and quickly went over the same information and mentioned taxes and fees. I stopped her and told her we were told it was included. After arguing she reduced the cost to ****** to supposedly cover taxes. We waited for an email for 4 days. Upon not receiving an email we called back. We were given our sign in ID and upon signing in we found that the rooms do NOT have any extra ****, only pull out sofa. These are not suites they are basic hotel rooms. You have certain days you have to book on if you want the 4 night 5 day vacation. This wasnt mentioned. The site states there will be taxes/fees of 38-48.00 PER NIGHT. So the ***** she took off the total will basically cover only one night not the 4 we were supposed to get. After mentioning this to the rep we stated we just want to cancel and get a refund. She advised us that unfortunately there is NO cancellation and NO refund as we were told in the initial call. We were NEVER told this! This is a scam and we want a refund of the ****** they took from our account!

  

  Business Response

  Date: 07/18/2023

  We have pulled all the information regarding the vacation package **************** purchased on 7/7/23. After reviewing all records, we see that *************** contacted our company on 7/10/23 to discuss her concerns. **************** was fully refunded on 7/10/23, three days after the package was purchased, and is no longer a customer of ours. 

  Customer Answer

  Date: 07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/08/2023

  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.

  I was contacted by phone and I agreed to purchase a 3 night and four day vacation stay in Hilton Head Island at the Palmera Resort and that I had one year to choose when to book this. I asked about any restrictions or hidden fees and the representative explained there were no blackout dates and no additional fees. I paid $299 based on the terms discussed on the phone. They sent email confirmations and even in the fine print there is no mention of additional fees. When I called to book the vacation, which were the only days available for my partner and me, I was told there would be was an additional charge of $50 per night ($150). When I asked about cancelling I was told there was no refund available for the package I had already purchased for $299. I went ahead and booked the weekend of June 8th, rather than lose the $299 and have nothing. I did go on the trip, but I cant help feeling like the victim of a classic bait and switch designed to put consumers in a position of pay more or lose everything. I am now seeing multiple instances of this here at BBB, and wondering if I have any recourse for getting the hidden charges back?My VacationPlay Customer I.D. ******* Trip I.D. *******

  

  Business Response

  Date: 07/25/2023

  We have pulled all the information regarding your vacation package to Hilton Head Island. After viewing all records, we have tried to contact you and have been unable to reach you. Our **************** Manager would like the opportunity to speak with you. Please give us a call to discuss this matter further.
  

  

  Business Response

  Date: 07/25/2023

  We have pulled all the information regarding your vacation package to Hilton Head Island. After viewing all records, we have tried to contact you and have been unable to reach you. Our **************** Manager would like the opportunity to speak with you. Please give us a call to discuss this matter further.
  

• Initial Complaint

  Date:06/30/2023

  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 vacation pkg on May 9th, 2023 for $269.00 We were unable to use it for days originial purchased. We're told at that there are no refunds and would in order to use this pkg we had to pay an additional $50 a nite. We were not told this at time of purchase and just want back what we paid. We feel like we should have been told about there cancellation policy at time of purchase. Paying an addional $50.00 a nite is ridiculous. We would just like our money back. This company has deceptive practices in order to get you to book. Trip ID *******.

  

  Business Response

  Date: 07/07/2023

  We spoke with ****************** on 7/7/23 regarding his complaint and explained the origin of the premium fee. After speaking to both Mr. and ****************** this issue has been satisfactorily resolved. We look forward to working with their family when they travel with us. 

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a vacation package to Hilton head for $279 after a generous discount. I explicitly asked about any blackout dates or extra fees and was told there were none. I went to book my stay and they called me to say that it would be an additional $50 per night. I told them this was unacceptable and asked to speak to a manager. When the CS agent came back, the managers just so happened to be in their office and not allowing any calls. Absolute scam. They need to be shut down. I see they have done this a lot so for them to remain an A+ business is a joke

  

  Business Response

  Date: 06/19/2023

  We spoke with ******************* today regarding their complaint. We sale our packages based on charging the guest the lowest possible cost at time of purchase knowing that they may have to pay a small premium if they travel at a holiday or extremely busy time, such as the time that Mr. and ******************* were trying to travel. After waiving the fee, the guest still did not wish to travel on the package and requested a refund. The guest was fully refunded and is no longer a customer of ours.

  Customer Answer

  Date: 06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/26/2023

  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.

  We were contacted by ************* by phone and we agreed to purchase a vacation stay in Hilton Head Island that could be booked at a time of our choosing. They explained there were no blackout dates and no additional fees. We paid $348 based on the terms discussed on the phone. They sent email confirmations and even in the fine print there is no mention of additional fees. When we tried to book the vacation, we were told it was an additional charge of $50 per night ($200). This was a classic bait and switch designed to keep our money. They are in breach of contract and legal action will follow if not promptly refunded.

  

  Business Response

  Date: 03/28/2023

  We spoke with Mr. and *************** on 3/28/23 regarding their complaint. There was a misunderstanding between *************** and one of our customer service agents. After speaking to both Mr. and *************** this issue has been satisfactorily resolved. We look forward to working with their family when they travel with us in July.   

• Initial Complaint

  Date:06/04/2022

  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.

  So I bought a vacation package in 2020 and was unable to travel due to Covid whenever I was able to travel there was a mess trying to get days for my family. Finally we are booked for the trip on the 27,28,&29 of June but after another $68 extension fee. And the reports are right the kindness stops whenever the product or service is sold. This is a terrible way to do business.

  

  Business Response

  Date: 09/01/2022

  ******************* purchased the 3 day/2 night vacation package for $149 on 4/20/2021, well after the onset of Covid, not in *********************** her BBB complaint. She called to book her dates on 5/29/2022, at which time she was reminded that the package was expired since it had been over a year since the purchase date. We charged a minimal fee of $58, to reactivate the package, and book her reservation for premium dates in the summer. This fee could have been much larger since the hotels were charging $300-$400 per night at the time.  The customer was agreeable to all terms at the time and paid her extension fee which allowed her to book, still be able to utilize her package expired, and schedule premium summertime dates.   The guests traveled on their package on 6/27/2022 for 2 nights.  They also received gifts with their stay.  They were gifted a $150 gas rebate as well as $50 in gift certificates and a VIP pass.   So not only did we allow the guest to use a package beyond the expiration date we also gave them back over $200 in gifting which would have essentially made her June stay on Hilton Head Island a ridiculously low cost.  The customer received exactly what she was promised.