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Complaint Details
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Initial Complaint
12/05/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I ordered a vacation package on black friday. Now the price is $1000 cheaper and they will not honor the difference or let me cancel and rebook my vacation without a penalty. This has made me feel like this website (my first time booking a trip here) is only worried about the money and not the customers. I would like to he able to get the difference in cost refunded or be able to cancel and rebook without penalty.
Business response
12/05/2023
Thanks for taking the time to submit a complaint. In reviewing your purchase, we believe you have ordered more tickets than needed. You have placed an order online for 15 tickets to various theme parks, but only 5 names have been provided by you during the check-out process. We would highly suggest reaching out to our customer service team to resolve any issues, as the BBB is unable to assist you with changes to your order. You can reach us at ************ for assistance. Thanks and we look forward to speaking with you!Initial Complaint
05/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hi, my name is ****** ** and I would like to know if some can help me, I bought a ticket (for my mom) to Discovery Cove to travel in April, but I and my daughter got positive to Covid-19, 2 days before our travel and for that obviously reason we didn’t travel and cancelled everything (airplane tickets, Hotel, Rent a car, etc.). All of them gave me credit to use it on another dates and the rent a car gave me a refund, but the tripster agent over the phone always said Tripster can’t do nothing (about give me a refund or credits). I would like to know if at least can I have credits (for the ticket I didn’t use due Covid-19)? Thank youBusiness response
05/21/2022
We have spoken with the guest many times in regards to their request for a refund or credit. As stated previously, Discovery Cove has a very strict no cancellation or change policy on purchases past the date listed on their ticket, no exceptions. The guest purchased reservations for an arrival of 4/19/2022 to Discovery Cove. Tripster paid Discovery Cove in full at the time of booking for their reservations to be valid. The park had a cancellation/change policy of 3/18/2022 to be able to make changes or cancel for a full refund. The cancellation/change policy was stated prior to purchase on our website, which the guest had to check that they agreed to the purchase policy prior to purchase. The same cancellation/change policy is listed on their tickets. When the guest reached out to our customer service team on 4/16/2022 to cancel, we advised them no cancellations or changes can be made to the reservation, as the cancellation/change policy date listed had passed. The park is very strict with this policy and we too must live by what is stated prior to purchase and on the ticket. No refunds or credits can be offered, as their reservations were valid for the 4/19/2022 arrival date they purchased.Customer response
05/23/2022
Complaint: ********
I am rejecting this response because: how I know I’m going to test positive to Covid-19 2 days before my Discory Cove Reservations?!! That’s why I didn’t cancel before..I tested positive to Covid-19 2 days before my reservation and I notified to Tripster..
when I called tripster they basically said I have to go to the park even if I tested positive for Covid-19, they just didn’t care if I put in risk all the staff/visitor at the park that day..of course I didn’t do that..that is very irresponsable from Tripster.I cancelled for that reason my flight/hotel/Disney tickets/rent a car and all of them understood why I cancelled my trip and gave me credits to be use in another dates.
Tripster is insane about this, they didn’t care my cancellation was for tested for positive to Covid-19…
Sincerely,
****** ********
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.