I sent 3 emails to Matthew Scharff at VTG about a travel insurance refund. He never responded to my emails.
We booked a cruise in January 2020 for a September 6, 2020 cruise. In May my husband and I decided to cancel the cruise due to the Coronavirus. He did in fact send me an email about the refund for the cruise, which we received. He also wrote that he requested a refund from Generali travel insurance. When I called Generali a month later they said they never received a request from him. Thus the 3 emails asking him why he told me he sent a request but in actuality he never did.
I asked him to please email me and let me know the status of the situation. He never did.
Because of this I will NEVER use VTG again.
Review by Nicholina5 months ago
Do NOT waste your time. Only adds more stress. They'll take your reservation, make a mistake, and then leave you to fix it. Just cruised with 32 people and they put my husband and child in a different dining time. Didn't do anything about it! We had to spend the first hours onboard trying to fix the problem. Worst part is that I only found out from my aunt and NOT the travel agent. Received no communication from VTG, even when they promised I would get an update. And no follow up after either, making sure it all turned out ok. They washed their hands clean of us. Didn't even receive a small compensation or treat for the troubles despite a 32 person booking. Also did not put in the request for large tables despite 6 emails asking them to do so. Agent's response was just to be patient...but she never did anything. Royal Caribbean had not received any requests and we had to spend the first night in the dining room rearranging tables to fit us all. Vacations to Go shows complete lack of care, just want your money. Better off without them!
Review by Stained6 months ago
I was told I was getting a money refund for a canceled cruise. I called back two weeks later to get an update on the situation and found out my agent, who was actually my second agent because the first one was fired, was let go and she did not process my paperwork and I only could get cruise credit. My third agent Willie Hayes did nothing to help out the situation even though I had both a recorded phone call and email stating I was getting the money refund. Even if they respond to this email in some "complete made up story" do not believe them. I am doing you a favor by telling you please do not make the same mistake I did and use this company!!!
Review by Ruther7 months ago
I purchased tickets from vacation to go for a cruise leaving out of New Orleans for myself and grandson I was informed the only documents I will need for my grandson was birth certificate and a sign letter from parent. That was not true we were not able to board the ship was very disappointed I lost vacation time travel time and have a very disappointed grandson... disappointed.....
Review by Ashkon9 months ago
My husband and I were given a cruise to Alaska and it was booked with Vacations To Go. Since the cruise was booked with Vacations To Go, we decided to book our flight with them also. We live in Charleston, SC and had to travel to Seattle, WA to board the cruise ship. Well at sea, we learned of Hurricane Dorian. Our flights back took us from Seattle to Dallas/Ft. Worth and from Dallas/Ft. Worth to Miami, FL and from Miami, FL to Charleston, SC. We learned of the hurricane on Thursday and did not have any cell service or internet on the ship, so the ship allowed us to use their phone. I called Vacations To Go and the lady who booked our stuff was not there so I was switched to "a supervisor". I explained the situation and that we needed an early flight back to get home and then to get prepared for the hurricane, I take care of my disabled sister and had someone with her and needed to get back to her also. He informed me the hurricane was hitting North of Miami, what is North of Miami...Charleston, and that he would have to charge us an extra $800.00 a piece. He was not concerned and as a matter of fact acted annoyed. Having lived through many hurricanes, including Hugo, I know how serious this situation is and how long it can take to prepare. After a sleepless night and much worrying, when we exited the ship, we went straight to the airport. American Airlines then went out of their way to get us home and did not charge us a dime! They were awesome and I am so thankful to them because FL closed all airports to incoming flights Thursday afternoon. We would not have made it home if it were not for American Airlines. I would never use Vacations To Go again. When traveling, you need someone you can count in case of an emergency such as this.
Review by DieuLinh Poppers1 year ago
I wanted to send you this email to outline our three excursions we booked with you on our recent Alaskan Cruise and how utterly disappointed and disgusted we were.
1. Mendenhall Glacier and Salmon Bake. $230.00 USD.
We arrived at the port and were put on a bus which dropped us off at the Mendenhall Glacier parking lot. We were left there and told to return to the bus in 1 and 1/2 hours. We walked for over a mile to see the Glacier and the falls and returned to the bus. We were then dropped off at the Salmon Bake parking lot. We stumbled into the Salmon Bake area and were told we were suppose to be introduced and welcome by the staff on the bus before being allowed to enter the actual meal area. We were lucky they allowed us to eat. For $230.00 USD we were driven for 15 minutes to a parking lot and then to another parking lot and had a 30 dollar meal. Are you kidding me. We could have taken public transit to the Glacier parking lot and the Salmon Bake lot and paid the 40.00 to eat. A complete and utter rip off.
2. Skagway City and White Pass Summit-100.00 USD
Here we arrived at port and were put on a bus. We waited for 35 minutes and then travelled for 1 hour in complete rain and fog to the summit of the pass and then turned around and came back in rain and fog. No stops, no sight seeing nothing. I mean nothing. We saw rock and trees. Coming from British Columbia, trust me we know what rocks and trees look like. Again another complete waste of time and a utter rip off.
3. Sax man Native Village and Ketchikan City Tour-118.00 USD
You saved the worse excursion and biggest rip off for the last. We were loaded on a bus and taken to a building where a lady sat on a log and talked for a few minutes on totem poles. We then were taken to a open area beside the road and looked at the ocean. From there we went to the company parking lot and looked at more ocean and then walked down a muddy road to look at a slow moving creek. The driver kept talking about wildlife and kept warning us about bears. Every few feet he said " oh that is where a bear might have sat in the grass". No tour, no wildlife, nothing. I have seen more wildlife at home in our backyard because we have a squirrel that comes into our tree occasionally. From the muddy road we were taken to the Saxman Village, but were told we were not allowed in it or to actually visit the village. We walked on a public street and were shown some totem poles in a public area. No actually visit to the village, no actual totem pole demonstrations. Nothing. I mean nothing. From there we walked back down the public street to the parking lot and then back to the port. This was a complete waste of time and the biggest rip off of them all.
For $448.00 USD we were given maybe $80.00 value.
We have travelled a lot in many countries and on many excursions but never, and I mean never have we been so defrauded and ripped off and misrepresented. We will never and I mean never use Vacations to Go again, and I will make it my life's mission to warn everybody I know to never use Vacations to Go or their excursion service. I suspect what you do is actually illegal and should be reported. I will try my best to share this letter on every media device possible. You should be ashamed and embarrassed about how badly you treat people, but I suspect you will just take the money and run.
Review by Yanays1 year ago
After booking 6 cruises through these people.......Im extremely disappointed and will unlikely deal with them again.
All I will say is.......we are not getting what we paid for......and VTG is doing nothing to rectify the situation. I lost $1000usd...$1300cdn on a less than honest agent.
Review by Bdazzle2 years ago
This place has some of the worst agents and absolutely most horrible customer service around!
Because of a previous review we read on this company we decided to check early and get details on a cruise before booking with them. We had to contact them on 5 different occasions for information.... THREE times we were given THREE different quotes ONTHE SAME CRUISE (even though the actual display price never changed). Two other time they never even replied.
It's clear that they have no standard of service. How can the same company provide 3 different quotes for the same cruise?!?
The agents are have NO form of customer service training. It's like all they see is commission, commission, commission and if you're not ready to book immediately they could care less.
On a previous issue (like others here) we've been contacted by a Customer Care Manager and even the company CEO. This too was a joke.... the manager kept referring to the wrong cruise line (ie he had no idea which line the ship was from). Then to make matters worse the company CEO said the company never received our email (not knowing we received an auto-reply stating it was successfully received). Don't lie if you know you can't cover your tracks... SMH.
This company is a complete mess and as indicated I won't book a car with them furthermore a cruise!
Cruisedirect & Expedia both offer cruise selection where you can book and see your exact pricing information in real time. No sending off for details and waiting for people to reply.... then having to send off your credit card details... UNPROFESSIONAL !!
Review by Vorta4 years ago
Do not book with vacations to go. I paid over 5,000 and booked three cabins and because I had to make changes to my booking more than 15 days before we cruise they took over 1,400 from me, took away my large ocean view room and cramped 4 people in a room with no windows. I was told it would be investigated;however, the owner had the supervisor call me to say that I should have understood the changes. They made me pay for my son twice because he went from one room to the next a room already paid as well. DO NOT BOOK WITH THEM, PLEASE THEY DO NOT CARE ABOUT WORKING CLASS PEOPLE . I'm looking for others that had the same problem or any problems. We can get together and focus on changing policies or looking more into this company . I travel on May 21 and will be looking for other to help me in this fight.
Review by Cherrypearl4 years ago
The original agent that helped me would not put anything on hold or give me anytime to discuss amongst my family. We lost the rooms we wanted and ended up booking with another agent. The original agent wrote me back a nasty text about losing her commission. I am the one spending close to $8,000 on a cruise and not getting the rooms I wanted.
Review by Mije5 years ago
Booked a cruise out of Charleston after Leslie Wright harassed us for a week straight with phone calls at dinner time! Drove 4 hours to the port, paid $90 to park car for a week, boarded the ship AND THEN WERE TOLD THE CRUISE WAS NEVER BOOKED FOR US!!! WE HAD ALL THE RIGHT PAPERWORK BUT THE CRUISE LINE WOULDN'T LET US STAY! WE HAVE BEEN KICKED OFF AND NOW THEY CAN'T FIND OUR LUGGAGE! THIS WAS SUPPOSED TO BE OUR 25TH WEDDING ANNIVERSARY TRIP! THEY HAVE SCREWED UP OUR ENTIRE ANNIVERSARY WEEK! EXPENSIVE WEDDING GIFT HAS BEEN LOST WITH THE LUGGAGE! WORST EXPERIENCE EVER! Manager is Vacations to go is rude. Told us that he could only book us a later cruise AND it would be more expensive!!! These people have no decency about them! They can call everyday harassing people but they can't actually book a cruise! Now we are stuck in a city with no reservations, no clothes, and no anniversary gifts. Instead of Bahamas we have cold Charleston!
NEVER BOOK WITH VACATIONSTOGO OR LESLIE WRIGHT
Review by Toggle Radacina6 years ago
In all fairness to Vacations to Go I have waited several months before posting my own personal negative experience in hopes there would be some satisfactory outcome to my situation but surprisingly no, there is no happy ending to my story.
My friends shared with me their vacation plans on board an NCL trip departing Copenhagen this summer and invited me to come along. I was so pleased to find the sailing available and at a great price too at Vacations to Go, so I called immediately.
A Vacations to Go Representative handled my call and offered the expected expertise and friendly customer service Ive experienced in the past, after the details were settled I booked the trip and was set to go.
Then unfortunate events; days prior to the trip I looked over my confirmation details that are electronically signed by the VTG rep and CEO Alan Fox with my departure date and links to the NCL site to deal with details of the trip.
I was fortunate to click those links when I did and not some later time, discovering NCL had a different departure date listed than the confirmed date presented by Vacations to Go? Of course I quickly called my Rep; he made calls to NCL and consulted with his manager. He acknowledged he had indeed made a terrible mistake and that the sailing I was confirmed for was sold out and there was nothing he could do, nothing.
Of course this sets off a chain of events in my world from my employer, significant others, airfare and on down the list.
Sometime later after sending a letter to CEO Alan Fox, I received a call from a manager who offered a 10% discount on another trip; I consider this an insult really, all the while waiting for the response any first class operation should offer: What can we do to make you happy? That response didnt come and so ends my relationship with Vacations To Go.
Adding further frustration after the fact; friends returning from the cruise were informed that there were indeed empty cabins; NCL told my friends the cruise was indeed undersold.
Like a fine hotel, there is an expectation of superior customer service with Vacations to Go. I was let down and will not return.
As well intended and friendly the representative was does not make up for the facts here, there are indeed consequences that effect customers lives with failed customer service. Every detail needs to be buttoned up before confirming a trip.
Vacationstogo is rated 3.0 based on
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Vacations To Go specializes in discount cruises of all sorts.
5851 San Felipe St., Ste. 500