I have had several experiences with Vacations to Go over the years but am now having to follow the "Fool me once, shame on you; fool me twice, shame on me" rule. Most recently I have used an agent who generally provides good service to my younger family members - they have a great deal more money than I and purchase high-priced options that I cannot afford. I am finding it almost impossible to reach my travel adviser, and, when I do hear from her, she excuses her misinformation and delays with long sob stories about her personal family illnesses and other problems. Twice this year I have missed out on advertised great fares because she did not contact the cruise line for several days - and then she lied to me about it. One time I contacted a so-called "manager," who assured me his job was not to interfere with advisers. When COVID is sufficiently under control and we are all able to cruise again, I will go directly to the cruise line - a nightmare itself - or continue to search for a "bucket shop" from which I can get reliable information.
Over 20 years I have purchased many cruise... All with no problems. Not sure why they don't have a better rating. I feel they have the biggest inventory and most of the time they have the best rates.
Thank you for your kind words and support, Maureen! We're so glad to hear that you're happy with the service you've received, and that you find our site helpful when searching for your next adventure! Statistics show that people are more likely to leave a negative review after a disappointing experience than they are to leave a positive review after a good experience. For this reason, we truly appreciate the time you took to share your positive impression of working with Vacations To Go through the years. Thank you for your loyalty, and we look forward to working with you again soon!
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!
Thank you for writing, Tom. I'm sorry to hear about your poor experience. I'm very interested in helping you however, I’m afraid I don’t have enough information to locate your customer record in our system so that I can investigate this further. We'd like to discuss your experience with you and want to invite you to contact our office at 800-338-4962 to speak to one of our managers again. Thank you and we hope to have the opportunity to speak to you soon.
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
My name is Sorrell Warren and I am the Vice President of Customer Service at Vacations To Go. I regret that your cruise was not booked correctly. I see that you were not charged for the cruise. When you contacted us that day we were able to find you a cabin on the ship. It was in a lower category but offered at a lower rate. We also offered additional onboard credit but you declined to sail in that cabin. Thank you for speaking with me today. I look forward to hearing from you again shortly as we strive to resolve this.
On 12/7/2022 I contacted VTG and requested a price for a balcony cabin on RCL. Departing on 3/6/2023.
An agent Ms. Caroline V... furnished me a quote of $934.00 for the cruise to include a balcony cabin.
I asked Ms. V... to furnish me with a list of cabins that were available? She then proceeded to send me a
Quote for $ 1889.90 for the same cruise, date, and cabin. An increase of $955.90 from her previous quote with out any explanation.
When I compared her quote of $1889.90 to a quote I received from RCL. I found a the price to be $672.00 less then price furnished by VTG.
It is obvious to my wife and I who have been on cruises in the double digits, the quality of service provided by VTG has digressed over the past few years.
In summation, I would advise any and all would be cruises to be cautious when dealing with VTG. At the very least, request a quote from the cruise line of interest prior to contacting VTG. At a minimum you will find the prices to be the same with the cruise line and of equal importance, avoid the problems I experienced with an unqualified agent.
Read the cancellation policy before you confirm
You're going to lose your money
They will blame it on the cruise line
Thank you for writing, Henri. I'm sorry you had to cancel your cruise. I know you were looking forward to your vacation, and it's always disappointing when plans change. Please know that all decisions regarding refunds are ultimately made by the cruise line who accepted your reservation and charged your credit card. As your travel agent, we will always advocate on your behalf and make requests, which we have certainly done in this case. The manager you've been working with is waiting to hear from Holland America to see if they will grant our request for your future travel credit to be converted into a refund. These requests take time, but ultimately the decision is Holland America's, not Vacations To Go's. Our manager will continue to communicate with you as we know more. Thank you for your continued patience.
I'm not sure what has happened to Vacations to Go, but after using them for 20 years, I'm finished. The customer service is down right pathetic.
Thank you for writing, David. We sincerely apologize for any temporary lapse in Vacations To Go's high standard of service. Due to COVID-19, thousands of vacations have been cancelled, which has created a backlog of tens of thousands of affected Vacations To Go customers needing service. For many months, our extremely limited staff of travel counselors and managers have been working long hours, sometimes under stay-at-home orders, and we’re doing our best to work through this unprecedented event and its impact on the travel industry. If you have a reservation with us that still requires attention, please let us know and we’ll be happy to investigate the situation further. If you’re interested in making a new reservation, we have travel counselors eager to assist you. It is our sincere hope and belief that the industry will bounce back and we are excited to be here to assist our customers in any way that we can. We look forward to assisting you.
Vacations To Go is supposed to have a lot of deals on cruises, but I was not able to find any deals that were any better than what I could find on Cruise Critics or even Kayak.
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.
Thank you for taking the time to write and share your experience, Mary. We are very sorry that you were faced with having to worry about Hurricane Dorian while on your cruise; not only the impact it would have on your flight back, but also on your home. It sounds like in the midst of a stressful situation, that we did not provide you with the assistance and compassion that you deserved, and for that we sincerely apologize. I promise to look into this further and we will use this as a teaching opportunity. I'd also like to ask our Director of Customer Service, Christine Parsons, to reach out to you to personally apologize for the poor service you received. We are glad that you were able to get home safely and we wish you all the best as everyone continues to monitor and prepare for Hurricane Dorian. Thank you and we look forward to speaking to you soon.
Very very unhappy with Vacations to GO, we had used their service on several cruises in the past, but this time they showed very unprofessional and dishonest behavior.
My wife and I made a reservation to travel from Venice to the Greek islands on a 7-day cruise on July 24th, 2021
First of all, we chose this cruise because in its itinerary they have Santorini, a place that my wife wanted to know for a very long time.
Logging into the cruise line web page, I realize that the itinerary was totally different, not Santorini at all, When I contacted the "Vacations to GO" agent, he only told me that in these times it was normal for cruise lines to change their itinerary, but that the good news was that I was going to have a better cabin.
After two days I received an email stating that this cruise was not accepting travelers from the United States, when entering the cruise line cruise again to look for information, it said very clear that after July 31,2021, they might start to receive passengers from the United States, (it is evident that these restrictions were already on place by the cruise line) but even so, "Vacations to Go" was still taking reservations, when contacting the agent "Vacations to Go" he suggested that I should cancel and that I would have a refund in 60 days.
How easy for "Vacations to Go", just cancel and that's it, and what about the international flights, hotel reservations, train tickets, and tours.
My suggestion and due to the bad experience is, never use "Vacatiosn to Go"
Thank you for writing, Alejandro. I'm truly sorry that your cruise has been impacted by COVID. I know it's been a disappointing and frustrating situation. We can only make guests aware of an itinerary change once we receive an official notification directly from the cruise line. In this case, we notified you as soon as we were able. I apologize we weren't able to do so sooner.
The cruise line is required to follow the regulations, requirements and border closures set by the countries the cruise is visiting, and in some cases these can vary for guests depending on their citizenship. Because your cabin has both U.S. and non-U.S. Citizens on the reservation, the rules can vary by passenger. This is an ever-evolving situation and while the cruise line continues to monitor the countries' regulations or border openings, they offered three options for your reservation. You may remain booked, move to a future sailing, or cancel with no penalties. I see that your cancellation has already been initiated and your refund has been requested.
I apologize again if you've been disappointed with Vacations To Go, or the options that were available to us through the cruise line. If you need further assistance on your reservation, please let me know and I'll ask a manager to contact you. I do hope that we'll have the opportunity to work with you again in the future, and regain your trust and business.
This company is a rip off Please do not book through this company! This company is not legitimate!
Thank you for writing, Rita. We're truly sorry that you have such a negative impression of Vacations To Go. We are a legitimate company that has been been in business for over 36 years and we've served millions of customers in that time. We have remained open and operational through the COVID pandemic and are here to assist any of our customers with questions or concerns about their cruises, resort trips, tours or safaris. If you have a reservation with us that still needs attention, please feel free to provide your booking number and one of our managers will be happy to follow up with you. We look forward to hearing from you.
Overview
Vacations To Go has a rating of 2 stars from 55 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Vacations To Go most frequently mention cruise line and customer service. Vacations To Go ranks 50th among Cruises sites.
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Thank you for writing, Daryl. I'm truly sorry that you've had such a disappointing experience and that your agent has been difficult to reach. We never want a customer to miss out on a promotion or lower fare for any reason, and our travel counselors will always do what they can to secure the best rate for you. Please know that we are always happy to assign you a new agent if for any reason you are unhappy with your current one, and a team of managers are always available to assist you when your agent is not available. Please know that we value your business and want you to walk away from each experience with Vacations To Go as a happy customer. If you'd like to work with a new agent, please let us know by writing contact@vacationstogo.com and we will process your request immediately. We apologize again for the poor service you've received and hope we'll have the opportunity to regain your trust in the future.