Vacations To Go
Vacations To Go Reviews
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Updated on 03/14/2023: V2G contacted to say they will “look into” this complaint, please send them more information. Done. But, That’s it...Nothing further from them and now 2 weeks have gone by. Trust in this company? A big Zero.
Original Review: They will not send you the packet to review before purchase. Booked the wrong cruise. Spent hours on the phone almost immediately trying to get it switched. Nope. No help from this company. In fact, at one point Princess changed it for us and V2Go changed it right back. Feeling regretful for trying to support an outside company. We will pay the price by not going on the trip we thought we were getting. Princess said if we had booked directly we would have help from them. Booo. We don’t tend to repeat our trips, so this is probably one and done. Not bitter, just smarter. My advice? Just spend the extra few $ and book with the company directly.
Update #2: Barbara, thank you for your patience while we researched the details of your reservation, and for taking the time to speak with our management team. We are so glad that Princess was willing to make an exception and allowed us to switch you to a sailing that included Glacier Bay. We hope that despite the initial frustration and disappointment you experienced, you have a wonderful time on your cruise and enjoy all that Alaska has to offer! Thanks again and best wishes!
Updated on 02/18/2023: Vacations to Go recently responded to my earlier review expressing sorrow that I got sick on my trip and asserting that they couldn't help me because they had to follow cruise policy. Lies and excuses don't solve bad service. Here's my reply along with a second 1-star review, because this interaction was worse that the first one.
"While I appreciate your very belated sorrow at my illness on board, my critique isn't at all about getting ill. My critique is that I bought travel interruption insurance from you, and you abandoned me, ghosted me instead of stepping up and connecting me to the insurance. You left me stranded and locked in a tiny cabin so you and Generali would not have to pay for the travel interruption. By ghosting me, you weren't complying with any Covid policy. Under the cruise line's policy, I was permitted to leave that ship at any time. Indeed, under then present Covid policy, you could have put me on a flight home, and you certainly could have gotten me someplace that didn't feel like solitary confinement in a 8'X12' steel cabin with no natural light.
It isn't about the sickness. I've been sick before. It's about selling me a fraud of a travel interruption policy and then pretending I didn't contact you to open a claim. Generali is lying about not receiving the claim, and I have the UPS receipt to show it was delivered to their double-secret snail-mail only location. But, we're all going to meet soon enough in court. Too bad your other customers aren't lawyers."
Original Review: I took the insurance Vacations To Go was selling because it had to be better than the cruise line’s captive insurance, and I knew I needed insurance, because it was going to be my first cruise since Covid. I was fully vaccinated and "bivalented" and senior flu vaxxed, and I'd been exposed a few times and never got it. There were few masks and close quarters on my first cruise in years, and, by the fifth day of my 15-day cruise, I had the version of Covid that makes you utterly weak, constantly exhausted, and struggling for oxygen while feeling you are breathing. I was confined to an interior cabin, started on **, and told the soonest I could leave my cabin would be six days later.
I contacted my travel agent because I could not decipher the insurance policy they sold me, and I was very very sick. I asked them to get me off the ship so I could recover at home, or, at least, not serve more solitary confinement than a prisoner at San Quentin! The travel agent ignored me for a day and then gave me links to the insurance and thereafter ghosted me. That's my last time with Vacations to Go!
They never rescued me. They never intervened with Generali to provide service. They got their commission, and all they did from then on was write emails telling me they were “escalating.” They even had the nerve to send me an email denying that I’d ever contacted them, though they somehow withdrew that email. I may have gotten a discount of $75 cheaper than buying the cruise directly from the cruise line, but the only place I could use the $75 on-board credit was to pay for the $800 ** or the antibiotics and medical care costing another $450. Instead, they did nothing to get me off that boat. They left me abandoned, locked in a tiny cabin for six days while they didn't answer emails and, when called, they just told me they were escalating and we hadn't even opened a claim.
After I got home, they worked with their insurance agency, Generali, to set up a series of barriers, so I had to assign the case to a paralegal in my office to jump the hoops. First, Generali insisted I prove I made a claim against my health insurance. Next, prove I made a claim to the travel agency. Then, fill out an outdated form of Generali’s asking, at one point, for how ** is compounded. I'm back almost a month now with nothing but lies and obfuscation and "we're escalating" as they click off the days until the claim is untimely under their tricky dick policy.
The fun part for me is that I'm a lawyer, and I know I'm going to sue for the medical and the reimbursement and the cost of the flight they should have put me on. It'll cost me more than I will recover, but I intend to take their lawyer out for a martini afterwards. Maybe he'll pay with all the law firm will charge to defend. If you aren't a lawyer and want the insurance you thought you bought, don’t buy it from Vacations to Go, and, if you thought that you were buying through a travel agent to have an advocate if things go wrong far away from home, use a real travel agent. Stay away from these defrauders.
Richard, we are truly sorry you fell ill on your cruise. We were unable to assist you with early disembarkation, as we are required to follow the COVID protocols set by the cruise line and CDC. During that time, your agent provided you with Generali's emergency line and your policy number. Our manager has been working with your assistant to offer help, but Generali confirmed today that your claim has not yet been received. We apologize again that you fell ill, and hope resolution is soon found.
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Our cruise experience with Vacations-to-Go was excellent; however, our shore excursions with them was a total disaster! Our first shore excursion, port of Roatan, HN, the Semi Sub Glass Bottom Boat Barrier Reef, was booked through a vendor called Roatan Henry Tours. The instructions for the meeting point seemed simple but our hunt for the POC, Creg, became very confusing. We were instructed to look for Gate 1 and folks holding up signs for the tour. We saw no signs for Gate 1 and no one holding up signs. We asked for directions to Gate 1 and that lead us down a long rabbit hole into town.
We finally called the number listed on the shore excursion and he told us to walk our way back to the port. There we saw lots of signs listing tour companies that weren’t familiar. Finally, Creg identifies himself. He calls for our ride which is a small sedan and we cram our way in. The tour itself was okay but we were so cramped in the semi-sub, we suffered severe body pains and had to cancel our Cozumel port shore excursion.
Our second shore excursion, port of Costa Maya, MX, Costa Maya Beach Day, was booked through a vendor called Tucan Tours. The instructions for POC location was easy but a long walk which aggravated my body pains even more. The taxi ride to/from the beach area was great (dropping us off near the ship area on return was a plus). The issue we had was the beach day location. When the taxi pulled up to the location, we were a little leery about getting out. I even took a pic to show the drop off location. We couldn’t even see the beach area at first but once the greeters escorted us closer, we felt better.
The beach was very crowded and we were placed in a shaded area initially. Once we saw an opening elsewhere, we moved. The food and drinks were included in the beach day; however, there was little to no alcohol at all. We ordered shots so we could add it to our drinks. The food was horrific and the waiters were confusing at times. We were starving when we returned to the ship. All in all it was nice to lay on the beach and relax even with all chaos. My body’s aches and pains certainly appreciated it!
Thank you for writing, Judy. We're truly sorry you had difficulty locating the tour operator and that the excursions did not meet your expectations. We're happy to look into this further, but we can't seem to locate your reservation based off the details you've provided. Please send us a private message with your booking number so that we may forward your feedback to Shore Excursion Group, the third-party company we use for excursions. We apologize again, and we look forward to hearing from you!
My wife and I have enjoyed a number of cruises in the double digits. Many were booked with Vacations To Go dealing with one particular agent. Unfortunately this agent has since left and with interest in another cruise, we contacted the company and a Ms. Caroline ** furnished us a quote of $937.90 for an Oceanview Balcony cabin. I then requested what cabins were available in the aft portion of the ship? She email me information that only one was available, but when I researched R.C.L. website, I found eight on decks eight through ten. Of greater importance, along with the misinformation regarding cabin availability, she now sends me a quoted price of $1889.90 for the same cruise. An increase of $952.00 from the original quoted price.
When I checked R.C. L. for the same cruise and desired cabin, the price R.C.L. quoted was $672.00 Lower than the quoted price furnished by Ms. **. When I complained to her manager regarding Ms. ** miss information, he/she showed no interest by responding to my comment/s. The word to wise would be clients interested in future cruises, contact the cruise line for pricing prior to utilizing a travel agent. It goes without saying, with my recent experience with V.T.G. I do plan on nor would I recommend doing business with a company who cares so little about customer satisfaction
Months ago, I asked my cruise counsellor, Ben **, to cancel my cruise. He told me, he would do so, but didn't do it yet. I am worried now I have to pay more than the MSC cancellation policy says due to the date I cancelled it, which was 90 days prior departure. The departure now is in a little more than one week. During that 90 days the cruise wasn't cancelled I wrote him emails again and again, but he didn't answer one of them, I have to say, I feel ignored a little. It's pretty annoying I can't reach him and no one seems to feel in charge for my case. Pretty bad and expensive customer care.
Raquel our booking agent was incapable/unwilling or whatever to handle a reservation. Returning a call is apparently not included in her job description - Her repeated claims that I must have blocked her numbers were not factual. Outgoing messages stating her hours failed to mention that she was out of the office on vacation. I only learned she was out when I asked for a manager to try to resolve the problem. Management refused to clarify my issue. “I’ll have her call you when she returns to the office.” Trying to obtain the credits due from a COVID cancellation, a cruise canceled by the cruise line on a reservation booked by VTG in 2020 proved frustrating in spite of my presentation of all relevant documentation information. Vacations To Go is a low tier booking agency. I’m shocked that the luxury cruise lines would allow this inept rude group to represent them.
Never again! Everybody now seems like it is their first day at VTG. Calls, Emails, etc. unanswered. I finally booked directly with Cruise line after talking with women who claimed she had been with VTG for 20 years! and receiving bad overpriced quotes.
I am very, very upset with VacationstoGo for taking my money and making me believe that I have a confirmed shore excursion. I had paid for The Golden Circle shore excursion in Reykjavik and was led to believe that I have that in the bag. It is supposed to be the highlight of my Iceland/Greenland cruise. Internet was intermittent during the cruise and when I saw my email two days before the excursion, it said I was confirmed for the 9 am trip. Then I was told the earlier time slots are filled up and there are only rooms for the 9 am trip. I replied back that I was confirmed for the 9 am so I was very confused.
The next emails then told me that VTG is sorry but my excursion was cancelled, on the day before the excursion!!! There was no clear explanation why and I was very, very mad because if I had known earlier, I could have waitlisted on the ship excursion and/or made other arrangements, like at the information center at Reykjavik. VTG literally ruined my cruise by cancelling on me at the last minute and not making arrangements for alternatives. When I emailed the travel agent, she said it was cancelled because the 9 am excursion may not be able to get back before the ship departs. Then why the heck did VTG take my money and confirmed the shore excursion???
It's not about the money. I don't care that VTG did not charge my card. That is not the point. The trip was supposed to be a break from taking care of my two very sick parents, and I don't have the luxury of TIME OR MONEY to go back to Iceland to take the excursion. Iceland is not a common trip for cruises, especially for those who are traveling solo and can't pay the single supplement. What a disservice to their loyal customers! I will never use VTG again as I cannot trust the company. You don't know whether the shore excursion you bought from them will be honored or you will be left stranded without any alternative on a trip you paid for.
Travel agency might not be good for you. Our cruise was sold to someone else. Norwegian sold our room twice, did not give a refund and refused to correct the reservation or offer any compensation. We were attending a family reunion and booked a block of 5 rooms. My father paid in full for all the rooms, and each family arbitrary assigned themself a room. Five days before the cruise my 86 year old father took ill and was not able to attend. We understood the "no refund” policy but we talked to Norwegian directly and was advised that we could keep the room and spread out our group. However the day before departure we were told that since this cruise was booked through a travel agency, Norwegian had the right to resell the room without giving us a refund. I don’t see how it is permitted to sell the room twice and not give one party a refund or return the sales tax and daily service fees. I would not recommend a Norwegian cruise.
We booked group cruise through Vacationstogo with their group manager Vickie ** in May 2022. Due to inclement weather the cruise got cancelled and we are having a great difficultly getting a straight answer from anyone at the agency on when we will receive our refunds or future cruise credits. Because our reservations were made through this agency, we have to go with them instead of the cruise line. No one is giving us a clear response on when we will see the refunds. With a group of 25+ passengers one would think that they will work hard to resolve our issue, but NO, all they cared was to get our money. Customer service be d**ned.
Thank you for writing, Manisha. We're truly sorry your cruise was cancelled and know that must have been very disappointing for the entire group. Your credit card is charged by the cruise line, not Vacations To Go, so only the cruise line can refund the charges or decide to issue Future Cruise Credits. If you still need assistance, please contact us so that we can follow up with the cruise line to check the status for you. We apologize again and thank you for your patience and understanding.
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