Vacation Express Avaliações 3.962

Terrible customer service. Booking took hours, they kept putting me on hold. I just tried to pay my balance and was put on hold again. I am so sorry I used this company, I don’t know how they stay in business

It’s really interesting how there is a policy that relieves this company of taking responsibility for their lack of research. We were not allowed to board a flight because we were not informed that an ADDITIONAL visa was required on top of our green card. Embarrassing situation for my family and I at the airport. I’m almost certain travel companies have a duty to report documentation required for entry into the destination country.

If I wanted to do the research myself, I wouldn’t have paid for this package. I paid for the security of knowing that a third party is handling all of the required research for me. I missed the 2 hr window by 30 minutes due to the mishap and now they refuse to refund us. Terrible company. Shady and unethical business practices. I would never recommend anyone use them.

The update is a lie. The company did not request any refund from the airline. I, the customer did that. Once the airline released the funds, vacation express held my refund for weeks. To date (6/22/23) my funds have not been received.

Update: 6/29/2023 - Flight credit was refunded.

The Dispute was resolved for at least two weeks before I had to contact Vacation Express to inquire about my refund. Had I not called, who knows when my refund would have been received. They did not initiate the refund until I called in about my funds and they were aware of the dispute resolution.

This is my first time using Vacation Express and it went very well

The Resort was beautiful and new! Staff were very friendly and always ready to assist. The booking process was easy and well explained!
A couple of issues with return were quickly rectified by our agent, Carlos Rodriguez!
Ready for our next adventure!

No matter how many times you ask a customer service agent to speak to a manager, they will tell you no. Then they told me there was no manager. I asjked for escalation team- she said no again. So good luck speaking to anybody who will actually care about the customer experience/problems. Also, I have tried calling their 1-800 general number many many times today, from two different phones, but their phone lines are not working properly at this time- it just beeps and disconnects. I logged in and reported the issue online, but the online agent just told me the "phones are working." They are not. I was able to get a local number to contact and speak to somebody finally. My trip is tomorrow and I that service agent told me I am unable to speak to any manager. This is after an IT problem occurring with my flight tickets (which currently just display #error), a debate about a simple name correction to match a passport, and an entire previous trip cancellation with them and change of destination after they put me from a direct RT flight to Punta Cana onto one with a 13 hour layover. (Yes, 13 hours). No reimbursements, no apologies, very little help - nearly impossible to speak to a manager that time as well. The customer service overall is not good (often they have rude attitudes, even before any issue arises) and nobody seems to actually care at all (deny you a manager) when there is a customer issue or concern. Isn't this supposed to be VACATION planning? Highly stressful and frustrating company to work with. I suggest looking elsewhere.

Due to Covid in March my trip was cancelled by Vacation Express. They gave me voucher for two years. Unfortunately, I lost my job, so the situation changed during the two years, and I was not able to use the voucher. I asked for a refund but was getting the same answer that their policy is not to refund ... I did not cancel the trip, it was unfortunate Covid situation, but my trip was supposed to happen in 2020, no other years. I would never recommend this place to anyone as they only care about their money! Clearly customer satisfaction is their last priority.

Additional information after Vacaction Express reply: Unfortunately travel band was lifted at the end of 2021, so there is no true two years voucher. As I stated in my original review, I requested a refund not a voucher, which was not an option. Warning anyone in advance, even if your trip is being cancelled by other circumstances, in my case Covid, you will lose your money if you don't accomodate to their terms.

Additional reply: first of all, I didn't cancel the trip - Covid happened. Second - I was never ever provided with an option to get a refund, as Vacation Express stated in their reply. If a refund was an option I would take it!!! I was given a voucher option without a refun option. And, if as they are saying, that was the case, why refund is not an option now???? Please stay away from this company, as you all can see, you will be going back and forth with something, that should have been solved in 5 min.

The price was good for our flight. The website is not user friendly. Our flight out was good, uneventful, but the plane is very basic- not much room or comfort. Our flight home was delayed 6 hours and we did not get the seats that we prepaid for.

Update: I sent an email asking to be contacted by a manager. I was contacted by Kerry Simpson who was very understanding of my frustration and was able to take care of me and even went further to provide me with a private transportation to the resort after looking further into my situation. I am a fair person and will give Vacation Express another try when booking another vacation. Thank you Kerry for restoring my excitement for my upcoming vacation!!

At this point I am pissed! I am being told one thing and getting the run around with this company. My last 2 calls I was hung up on with no return calls and that's very unprofessional! I need my issue to be resolved so that I can make my final payment. At the beginning of this process I was excited with using this company with hopes to booking again in the future and now I am not so confident. Please get in touch with me ASAP!

The Customer Service Supervisor Mr. Rodriguez,once involved he made
my concerns and requests a bit easier.

Been on 5 or more trips with these guys. If you ever have an issue. They make it right. Great place to book a trip.

I travel ALOT! And this by far was the worst experience I have ever had. The only reason I booked through them was because of a bachelorette trip I was taking that never happened due to COVID. We were told we would have a credit on our accounts that we can use. I was able to use some of my credit to book my trip to ORLANDO, FL. (Yes, VX booked the domestic flight for me) and I would have a remaining credit of $200+ dollars. I was recently told that I could not use my other portion of credit! No one had ever advised me of that! I would not have used a partial if I couldn’t use the remainder credit! There was alot of back and forth and at the end I just wanted the remainder of my funds refunded back to me! VX is really disorganized and they do not know how to communicate! When you talk to someone they NEVER know what they are talking about! Since this has been going on since 2021 I am completely tired and frustrated with dealing with this company! I would not recommend anyone to use this company and if I could give 0 starts I would! Did I mention they also stated we could get a refund only if the negative reviews were taken off social media! Yea very trashy of them!

This company is BY FAR the worst experience I have ever had with any company. Everything about my experience with Vacation Express has been a headache, literally. A group of about 12 of us booked a trip to the Dominican Republic for a friend bachelorette trip. Due to COVID we were unable to go, so we paid for our tickets in full, and we’re told that the credit is to be used however we choose by December 2022. Now please keep in mind this process started January 2020. Every single person that attempted to redeem their credit was given the run around. Why? Because no one within the Vacation Express company was on the same page about how the credits should be redeemed. Jennifer, our “travel agent”, literally was of zero help through out this process. At no point did she take accountability for her role as the TRAVEL AGENT, she literally just placed the blame on others and gave us numbers to call (multiple emails and messages to support this). We were also assisted by another teammate, who at first seemed to be extremely helpful. But shocker, that didn’t last long either. He booked a trip for me back in January 2021 to HTX (I have documents and emails to support this as well because apparently he wasn’t supposed to do this being that VX doesn’t do domestic travel), that process was a breeze literally zero problems. Then when I tried to use my remaining credit, (which per Jennifer can be used however we please, also messages to support this) he informed me that VX doesn’t book domestically, after actually finding my credit might I add. When I mentioned that he booked my flight to HTX and I have documents to show that, his response was “Well I must have made an exception due to a circumstance because we don’t do domestic travel”. As the conversation continued he then stated that when I flew to HTX I “voluntarily” chose to forgo the remaining balance of my credit. WHAT?! When I inquired about his statement and how any of it made sense to essentially trade a $584 for a $256 ticket. His response “I don’t know what to tell you, Jennifer should have told you and I assumed she did as she is your travel agent” (being that all calls are recorded you can pull calls from December 30, 2022 we spoke throughout the day). Now before I continue, let me just add that I was consistently in communication with Delta who could see my credit (also have documents to support this) and let me know that VX is responsible for redeeming the credit and that they are notorious for handling things this way (also have messages to support this). Now fast forward to last week into yesterday. Jennifer our “travel agent”, reached out to us to get information on those that still have partial/full credits, because VX is looking to refund us due to our experience in using our credits (also have messages to support this). We gave Jennifer everything she asked for by the next day. Yesterday we finally hear back due to me reaching out for updates and she tells us to speak with another teammate who will be handling our situation going forward. I get in contact with him and share the message that Jennifer shared with us, and guess what? He’s confused why she communicated most of the stuff that she did (emails to support this). All in all after another great game of Who’s to Blame here we are still unable to redeem our credits/get a refund. Even though in the it shows a credit and when we can use it by. SMH. Ridiculous. I will not be using this company for anything at all, nor will I ever suggest them to anyone. And quite honestly if the job of a travel agent is to point you in a direction of who to call, I’m not sure the purpose of a travel agent either. I’ve booked trips with way more perks through Delta Vacations with literally no issues and better rates. All in all this company is not interested in the experience of their customers, just the money and that’s unfortunate. Because people work hard for their money, and when they choose to spend it with you, they should be handled properly. So with that being said I will be taking ALL of my documents and time stamps in which I have called VX and escalating this, I will also be writing a letter to the Better Business Bureau. It’s companies like this that ruin travel experiences for the customer but also make it difficult to trust in other travel agencies. 0/10 would not recommend. PS: I’m sure there will be about 8 or 9 similar reviews on the way.

Always available to resolve issues if/when arise. Usually, the grand majority of my bookings do not have any issues to resolve.

Booked my birthday trip with over 30 people going. Delta airlines made a change to our departure time, since the change was over an hour, I went ahead and changed my flight to an earlier time as there was not a fee via Delta. This would allow me adequate time between connections and early arrival to the resort. 3 weeks before departure, Vacation Express reversed the change I initiated back to the original flight without my consent nor informing me. Vacation Express failed to have adequate communication with my Travel Agent. Since the change was reversed, my seats were moved causing me to have to pay for upgraded seats as this is a full flight. I was told from the travel agent that Vacation express "no longer had access" to make changes to the flight, which is not true as I had Delta reinstate access. Vacation express should have reinstated the flight that I initiated along with my applicable seat selection. I am unsure why and who on vacation express reverted my selections. I was expecting the changes be reiterated without any reoccurring fees or charges as they failed to properly confirm that the change was made by the client and has resulted in me incurring addition fees.

EDIT: While we did have some trouble initially, we were able to resolve the issue to our satisfaction. After some original misunderstanding, the agent at Vacation Express was helpful and responsive. We ended up having a good trip, ultimately.

On hold with this agency for the 4th time in 4 days trying to make the final payment for a trip scheduled for next month. After the airline canceled our trip, and despite the fact that we have travel insurance, they failed to apply half of our credit and are now kicking the can to various departments insisting we owe more than we do, and no one we have spoken to is using the same math! This has been hours of my, my friend and my travel agent's personal time for a mistake that they made. I am Livid!

Our trip was cancelled due to COVID closures, when we tried to reschedule the trip, we were told our credit had expired. After working with us on the issue, we were issued an extension on our credit which helped us book our trip we missed out on. We are very thankful for the prompt help.

Shady business practices and horrible le customer service. They booked incorrect room and refused to offer assistance over the phone, only via email. No sense of urgency while out of the country and accommodations were incorrect. Will not refund for night that we spent in room that we were wrongly given. No accountability. Will be reporting to BBB

Worst customer service ever. Called three times and finally ended up going with a different website. First call I could barely understand the gentleman’s accent, second call got disconnected and third call the travel agent hung up on me. He hung up on me because after I got upset after giving me a wrong room, he told me to calm down and that he would hang up on me. Everyone do yourself a favor, look up other websites before using this one. Alot better, and the website and customer service is not crappy like this one is. Again, glad I gave my business to someone else.