ComplaintsforLuxevo Vacations, LLC

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked what was supposed to be an all inclusive resort to *******. This getaway was for two adults (mom and 21 year old daughter). Dec 23-Dec 30 We were expecting entertainment/festivities for our age group for Christmas. I did communicate this with our travel agent ************************* from Luxevo Vacations that we wanted a fun adult resort. There was family entertainment some evenings for children. My daughter and I proceeded to leave the hotel looking for entertainment (dancing). We learned very quickly it is not safe for two women to leave. At the gate upon exiting we were approached immediately by questionable individuals. We refrained from looking for entertainment outside the hotel to be safe. The beach was located across the street. We had access to a bath towel. We need to pay for a chaise lounge and umbrella. We had no inclusive options like water to hydrate. Other places had services on the beach for drinks with service delivered on the beach. They also had beach towels with headrest on the chaise lounge. Available drinks in hut bar for their patrons. This is not an all-inclusive vacation. The food was the worst. An all inclusive would at least give you two or three options to eat. You had to eat with limited hours. There was only one option to eat everyday for breakfast, lunch, and dinner. It was the same food everyday! Snack bar limited (late opening up). The cafe - really limited. Food was terrible, for a resort, it was a hotel. Contacted her the second day to say how this is not what we wanted. I wanted a resort with nightlife, entertainment, and an all-inclusive amenities. Instead it was just a hotel with nothing to do but the beach. But as stated before you can't the day at the beach because the drinks are not included at the resort on the beach. Beach is also across the street, and you're not allowed to bring drinks over. No privileges to other resorts. She's never tried to reach out. I paid $4,470 for a hotel with no entertainment, and limited food.

  

  Business response

  02/02/2024

  This individual provided our agent with a limited budget requiring travel Christmas week, (the most expensive and busiest time of the year). She was presented with different ************** and chose the resort mentioned. She is now complaining that she didn't like the food, amenities, or entertainment options (something completely out of the agents control). Upon further investigation, it was uncovered that this individual has a history of using two other agents that work with our company. In at least one other case she did the same thing, in that she complained until she got money from the tour operator. Our position is that the individual was presented with option based on her budget and required travel dates.  She chose the resort and travel to the resort for her vacation. We can not control the experience that she had. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was a highly promoted Master Class that would show us how to be Travel Influencers using social media. The description promises hands-on training on how to build your clientele using video, social media and the ***** of ***** Like and Trust. I attended the training (September ***** in ******) and was disappointed that absolutely none of this was covered. We did get to tour the resort properties as promised but never "rocked my world" with Travel Influencer training. There was absolutely no Master Class hands-on training as advertised during the time I was attending. It was clearly advertised as a Travel Influencer Master Class. Truth in advertising? Deceptive advertising? I took four days out of work, paid for airline tickets to ****** and paid $575 for the Master Class. After I got home the owner sent an email scheduling two zoom classes which would cover the material promised in the Master Class. I had conflicts with my employer and couldn't attend either one. So whole thing was a colossal waste of time and expense!

  

  Business response

  11/20/2023

   All along this event mentioned was promoted, marketed  and advertised as a "*** Trip" - with a normal rate of $450. The Travel Influencer Masterclass was for additional training. This information and description of the event was included on the *** registration website at **********************************, in multiple ******** postings, at live events, and in our email newsletters. (See attached screenshots). 

  To make up for this limited classroom time, we immediately scheduled multiple Zoom trainings to cover all the material, plus published content to our private TIM ******** Group, and emailed training documents. This individual refused to attend the Zoom trainings with the other participants. We refunded $125 of the $575. 

  This person knew he was attending a *** Trip to ******. He booked his own airfare, received a luxury room at the host hotel in ******.  He spent the entire time visiting the multiple resorts and trainings that were provided.  At this point, he consumed the product and was issued the refund of $125. No further refunds or credit will be issued.

   

  Customer response

  12/08/2023

  I paid $575 for this Master Class and after going to ****** the Master Class was NOT offered. I sent in complaint ******* which the owner responded to but his response was not acceptable. The Bureau closed the case as they said they hadn't heard from me but I did in fact respond that I was not at all pleased with his response, which was not even accurate. So am reaching out again to inform you the issue was NOT RESOLVED to my satisfaction. It was misleading advertising, a violation of Truth in Advertising standards.

  

  Business response

  12/08/2023

  As in my previous response, I submitted copies of all of the advertising materials that the event was clearly marketed as a "FAM Trip" (normal costs $450) with an additional training.  The price to attend was increased to $575 to cover the additional training.  The additional increased funds ($125) where refunded to the client.  A follow up training was still provided to the client and he refused to attend those additional follow up trainings, claiming he was too busy.  We have done all we can do for this client. 

  Customer response

  12/11/2023

   
  Complaint: 20807614
  
  I am rejecting his response because:  I responded to the advertised training for a TRAVEL INFLUENCER MASTER CLASS and paid $575.  The ad claims that "we are also going to rock your world with our Travel Influencer Masterclass training!  You're going to get hands-on training on exactly how to build your clientele using video, social media and the ***** of ****** Like. Trust" concept,"    -see attachment.   You can ask everyone who attended the advertised Master Class that absolutely none of these promises were offered, none!   This is no doubt a violation of DECEPTIVE ADVERTISING!   I had been looking forward to this due to a preview **************** gave us at a seminar last winter, when he described the success he had with a ******* video, and he promoted this Masterclass as a hands-on opportunity to learn how to create travel videos and become a travel influencer.  His words. After getting home he scheduled two nights of video training to make up for the missing Masterclass, not what was originally planned.  There was no attempt to see if the dates and times scheduled worked for us and I explained I was unable to attend due to conflicts with my employment.  I did not, as he claimed, refuse to take part.  If I had been available, I would have attended.  I was offered two months of my Luxevo membership fee as a refund.  I terminated my membership with Luxevo as I cannot work with someone who is not good for his word and not trustworthy, so I did refuse his credit refund offer.  The credit was refused by me.  I did receive a refund of $150 to my credit card, about 1/4 the cost of the Master Class.  This is not acceptable to me.  This was not 3/4 Familiarization trip, 1/4 Master Class, the two cannot be separated.  So again, I do not accept his response.  A business owner should admit the class was not offered as advertised and not make weak excuses and then try to squirm out of it by offering a token refund, completely unacceptable.  Deceptive advertising in this case is just not cool...
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July of 2022, I booked a trip to ******* with one of their agents (DA). I paid a total of $2,000 for this trip. Fast forward to 4 days before our departure day, we received our confirmation info. The first red flag. We were originally told that we would either fly Delta or AA however, our flight was booked with Spirit. OK, no big deal. Things took a turn when we finally make it to the resort when we were told that we only had 1 room and we could not be checked in until ******* spoke with them about the card used since it was a change made within the past 10 days. We found out that we will get 1 room and not 2 as promised (ok no big deal since one of our friends dropped out less than 24 hrs before our departure). What ****** me off was this was not commuted with the group by *******. Fast forward to the next day(planned activities) we get downstairs to find out that EVERYTHING was canceled! Remind you we have been paying for this trip for months. We all ended up paying out of pocket since ******* told ** it was nothing that she could do but refund ** our money which would take **** business days. That was the 24th of March. I started to question where our money was spent and asked for receipts, our refund went from 350 to 500 then we were told we WILL receive a refund on or before the 24th. A full month after the trip! Now I'm being told they will refund ** our money but ******* has completely stopped communicating with **. Not only has she stopped communicating she has never given me receipts, well she did give me a receipt for our flights but as for the hotel she keeps giving me the run around about that. This whole experience has been a joke! So unprofessional. I've missed my credit card payment due to this! I just want the return of the funds that are rightfully due to **.

  

  Business response

  05/11/2023

  This individual worked with an independent travel agent named *******************************. This person, NOT Luxevo Vacations, apparently booked a trip for the client.  At no time has Luxevo Vacations taken possession of any of the clients funds.  We asked the client, "who charged their credit card" and "how much".  They could not answer these basic questions.  We asked for a reservation number and to identify who the travel vendors was, again, they could not answer these basic questions. Luxevo Vacations does not have any record of this client or any booking for this client.  We have since instructed the client to reach back out to ********************************  We provided them with all of her contact information. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a vacation with a trusted specialist in Luxevo Vacations. This specialist that I've worked with before on other business matters went through the entire process of booking my stay out of town, with patience and efficiency. Once we completed the booking I received my reservation # for confirmation of the booking through email. I was charged for the booking fee and paid in full leaving a $0 balance. That charge was to cover the booking for upon my arrival I would just check in with no necessary payment needed. I got to my designated place of travel and had to get straight to my event because of time and had not time to check in my room until later that night after my event which was around 11pm. I was exhausted from a full day of travel and a 4-5 hour event to then get to my room to hear that my stay was booked but there was no payment received. The front desk told me a payment was due and needed to be paid for check in. I was so exhausted and ready to get to my room I paid double to check into my room. When I got up the next day for check out I spoke with a manager and they stated they never heard of Luxevo Vacations as a third party for their bookings and that they seen the room booked but it showed that no payment was made. They also said it was a Mastercard on file that I needed to confirm the last 4 digits, but I don't have a Mastercard and I didn't use a Mastercard when I originally booked. I didn't prepare additional funds for that inconvenience, but I thank GOD I had the funds on another card that could be charged so I could stay in my room at this hotel that I've never stayed in and out of town in another state!

  

  Business response

  03/29/2023

  This client booked a short in - last minute hotel stay with her friend who was a newer travel agent. The agent is responsible for working with their clients to resolve issues like this when they arise. All the agent has to do is to reach out to the company (VAX Hotels) she used to book the trip and they will gladly refund the $205.02.  This client needs to contact her friend - the agent, to process this refund.
  At no time did Luxevo Vacations have possession of this client's funds. 
  
  

  Customer response

  04/03/2023

  
  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.

  My refund from the hotel was received.
  
  Sincerely,
  
  ****** ******

*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. ↩