Travelzoo Inc.

Review: On June **, 2013, I purchased a voucher for $30 from Travelzoo to redeem for $60 in food and beverage at [redacted]. The title of the Travelzoo offer is "$30 -- [redacted]." The highlights of the offer include "Apply the credit toward a dinner for 2." The detailed description of the deal on the Travelzoo site says, "[t]his Local Deal for $30 gives subscribers the freedom to choose $60 worth of any food or drink on the menu." The details continue, "[f]or example, apply the credit toward a dinner for two." There is only one "dinner for 2" menu item at [redacted] -- the "Wine Wednesday dinner for two" which is priced at $60. This is the only menu item at [redacted] priced at $60. This dinner for two Wine Wednesday item is the first menu item that appears when you go to the [redacted] website. The pricing ("half off"), title, highlights, and details of the Travelzoo offer are very obviously meant to tie to the Wine Wednesday menu item at [redacted]. I made a reservation via [redacted] for [redacted] for Wednesday, June **, and I emailed the restaurant separately to confirm that I would be using the Travelzoo voucher for the Wine Wednesday dinner for two. The restaurant did not reply to my email. When my friend and I arrived at the restaurant, I advised the waitress that I would be using the voucher for the Wine Wednesday dinner for two. At this point, the waitress and her manager told me that the Travelzoo voucher could not be used with the Wine Wednesday dinner for two. The manager said it could be used for any other menu item, just not this one. The "Fine Print" on the Travelzoo offer, which goes into lengthy detail about valid dates and exclusions, could very easily have mentioned that the Wine Wednesday menu item was excluded. The Travelzoo offer pricing, title, highlights, and details are fraudulently deceptive in their multiple intimations that the voucher can be used for an item that the restaurant refused to honor the voucher on. This is classic bait and switch.Desired Settlement: I want Travelzoo to credit the $30 purchase price of the voucher back to my credit card immediately.

Business

Response:

To Whom it May Concern,

We sincerely apologize for any inconvenience experienced by [redacted]. The [redacted] deal page that this customer is referring to, located at [redacted] does state that the credit may be applied " toward a dinner for 2, or visit the bar for tapas and cocktails", however we were noting the two options for redeeming. Our deal page and voucher also state that this voucher cannot be combined with other offers, and this would include any promotions or specials that [redacted] would be running at the time that the voucher is valid, including Wine Wednesdays, as this is a promotion offered directly by [redacted]. This customer's voucher states that reservations are required, and to "Call to make a reservation and reference voucher". Per previous emails, this customer states that "I made a reservation via [redacted] for [redacted], and I emailed the restaurant separately to confirm that I would be using the Travelzoo voucher for the Wine Wednesday dinner for two." Because the customer did not follow the instructions on the voucher, the [redacted] staff did not advise that his voucher would not be valid for this promotion until his arrival. The deal page also provides links to [redacted] dinner, cocktail, and tapas menus, none of which reference the Wine Wednesday promotion. Because all of this information was provided prior to purchase, and this customer is outside of his voucher's stated 7 day refund policy, Travelzoo is unable to offer a refund. We recommend that [redacted] contact [redacted] Restaurant at ###-###-#### to redeem his experience, and give the merchant the opportunity to provide the experience he desires.

Here are the links included on our deal page.

Dinner menu: [redacted]

Cocktail menu: [redacted]

Tapas menu: [redacted]

Sincerely,

Travelzoo Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The Travelzoo offer was clearly a bait and switch. I did call the restaurant to make the reservation, but no one answered the phone--so I used [redacted] as directed by the restaurant's website. The restaurant clearly did not care that I had made the reservation in this manner, because they were willing to honor the voucher on ANY menu item other than the menu item I ordered, and which the offer clearly implied was to be connected to the offer. The restaurant did not tell me they were refusing the voucher due to the manner I had reserved in. Travelzoo's response to my complaint is in bad faith, as it plainly ignores the facts of the case. I want a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom it May Concern:

While we understand [redacted] concern, the [redacted] home page, found at [redacted] states "Every Wednesday we have a $60 dinner for 2 and one bottle of wine special." when referring to Wine Wednesdays. Calling the merchant to make a reservation would have provided this merchant the opportunity to let [redacted] know that he would not have been able to redeem his voucher on this special. We understand that they did not have a problem with how his actual reservation was made, and apologize that he went to the merchant's location before being provided these details, however, the voucher states that it cannot be combined with any other offer. This would include the Wine Wednesday promotion that is currently being offered directly by [redacted].

None of the links to the merchant's online menus mention the Wine Wednesday deal, and we still recommend that [redacted] contact [redacted] at ###-###-#### to book a date to redeem his voucher, as it is still valid, and can be used as desired.

Sincerely,

The Travelzoo Support Team

Review: On August [redacted], 2013, I purchased a travelzoo voucher online for $29 for 6 bottles of wine. The voucher stated I had to pay $19.99 to the wine company for shipping and handling. I contacted the wine company to place my order but my credit card was charged $187. Travelzoo would not refund my $29 when I tried to cancel the order. They claimed the voucher was non refundable. I had to contact the credit card card company to assist with the refund and I was able to get a refund for the shipping and handling but Travelzoo refuses to refund the $29. I contacted travelzoo customer support but they were not supportive in any way, telling me to contact the wine company to get my refund.Desired Settlement: I would like a refund of $29 from Travelzoo

Business

Response:

To Whom It May Concern,

Travelzoo sincerely apologizes for the inconveniences that [redacted] experienced while redeeming her [redacted] voucher purchase. This customer is correct in that the order had to be placed directly with [redacted], and that $19.99 would be paid to them for shipping, as well as any tax costs associated with the purchase. We also understand that this customer was charged a larger amount than anticipated, however, because this amount was charged by [redacted], Travelzoo would be unable to advise why. One suggestion may be that when following the order placement process, she enrolled in a wine club offered by [redacted], that doubled the number of wines provided for a fee, however, only

[redacted] would be able to confirm this information, which was why she was referred to this merchant when she contacted Travelzoo.

The deal page for this offer, found at [redacted] states "Once the voucher is purchased, no refunds will be given. All sales final." This same statement is made on the voucher twice, and the bottom of the voucher states "No Refunds after 7 days. All sales are final for date specific events or when noted as non-refundable."

Travelzoo also did not advise that she contact [redacted] for assistance with obtaining a refund for her voucher, and has always maintained that the voucher itself is non-refundable, however, we continued to refer the customer to the merchant because the amount that she was questioning was charged directly by them; only they could see the type of order that was placed, and make the necessary corrections to ensure she received the order advertised by the voucher.

At this time, [redacted]'s voucher has expired, however, the base value is still valid on the [redacted] website, and per the voucher terms, she is able to use the paid amount toward a purchase on the [redacted] website. She can contact

[redacted] at ###-###-#### for assistance in placing that order.

Review: I bought a certificate for my husband for his birthday, he did not like it, they give you 7 days to call and get a refund, we called day 2 (7/**/2015) they admit they owe us a refund and after many phone calls at least 7 they keep saying the same thing it is pending but they do not know why, nobody has been able to resolve it.Desired Settlement: Refund

Business

Response:

Dear Revdex.com,Member Carla Knepper's husband called on 7/*/2015 to verify if hisvoucher was refundable and proceeded in requesting a refund in accordance withTravelzoo's 7 day refund policy. On 9/*/2015, the member's husband contacted Travelzoo to inquireabout the status of the refund. Upon review of the refund we identified anerror in our system in processing the original request. As a result of themember's call and to ensure the member is properly refunded, we sent the refunddirectly to our Finance team to refund it manually. Our management team sent afollow up email to the member advising of this with two discount codes due to theinconvenience. We have further confirmed that the refund was successfullycompleted on 9/*/2015 to her original form of payment. We advise our membersthat it may take 7-10 working days to see that credit posted to theiraccount. Thank you,Michelle S[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a number of Travelzoo vouchers during the past year. For each, I repeatedly receive reminders to use the voucher before it expires. I purchased one from them for $109 for a night at the Westgate River Ranch Resort. The expiration date in large bold print is "Feb **, 2014." Every reminder, including one I received on January **, 2014, indicates a countdown till expiration, on Jan **: "Don't forget that your vouchers for Westgate River Ranch Resort expire in 39 days."

In January 2014, I tried to make a reservation and the site for Westgate did not work.

I called Travelzoo immediately and they told me I had to use the voucher/make a reservation by "December **, 2013." I looked in the very small print and see that it did state this.

HOWEVER, Travelzoo sent me and continues to send me emails that state, ""Don't forget that your vouchers for Westgate River Ranch Resort expire in 39 days," even though I cannot receive the full benefit of the voucher anymore ($254), and instead I can only use the value for which I paid, $109.

I again called Travelzoo, they refuse to give me a refund, they also refused to give me a credit. When I asked to be transferred to a Manager to talk about this, they kept me on hold and then hung up on me.

I think it is reasonable to request that they give me a credit, their emails are bait and switch tactics. They continue to tell me that I need to go use the voucher, which is impossible even though their bold date continues to show up on their "miss"-marketing emails.

I feel this is a bad sales presentation that DEFINITELY misrepresents the service and the NY Revdex.com should know about this.

The NY Revdex.com should require Travelzoo to include the "real" expiration dates in all reminder communications, which in this case would be "December **, 2013" and not " February **, 2014."

Thank you for your attention.Desired Settlement: I would like a refund or credit to from Travelzoo and hope they will be required to present the REAL expiration of the USE of the vouchers as the expiration date on all of their communications and vouchers.

Business

Response:

To Whom it May Concern:

We understand [redacted]s concerns regarding her Westgate River Ranch Resort voucher purchase. The details provided prior to purchase stated that this offer was valid until February [redacted], however, in bold, we also state that all reservations must be made by December **, 2013. Travelzoo does send reminders to our customers to let them know that their voucher's are still valid for redemption, however, because this offer had a "book by" date, as well as an expiry, the best information was not provided to our subscribers.

In light of this information, Travelzoo has initiated a full refund for[redacted]'s Westgate River Ranch Resort voucher purchase, and the $109 will be returned to the American Express ending in [redacted]that was used to make the purchase, and will be visible within 7 to 10 business days. We appreciate the feedback that has been provided regarding such offers, and are also currently working to change the structure of our offers that have "book by" dates, to make sure this information is clearer for proper redemption.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On February **, 2015 I purchased a Travel Zoo voucher [redacted] & [redacted] for 2 Whale watching cruise in [redacted]. The promotion has a expiration date of 4/**/15 and I scheduled a trip for April *, 2015 @ 10 a.m. Google Maps indicated a 2 hour and 13 minute trip however that day it rained and I planned an extra hour and unfortunately arrived exactly at 10 a.m despite my efforts to get there on time safely. We missed the boat much to our disappointment. I called [redacted] the vendor for whom Travel Zoo was offering the promotion for, the woman on the phone said she could not offer a refund and to contact Travel Zoo. We are not able to make another 4.5 trip down there prior to promotion ending. I contacted Travel Zoo and [redacted] the quote [redacted] and end all be all decision maker for Travel Zoo "reviewed my case and determined I was not entitled to a refund"Desired Settlement: Services were not rendered and any non-fraudulent company who took money and did not render services needs to refund my money..they are lucky I am not asking for the gas and time I took off for nothing

Business

Response:

To whom it may concern:Customer [redacted] purchased two vouchersthrough Travelzoo's affiliate SF Gate on 2/**/2015. On April *, 2015 she calledTravelzoo and requested a refund for her vouchers. Based on the information thecustomer provided, the customer arrived to the merchant ([redacted]) after 10 am, the scheduled time of departure for herreservation and was upset that the merchant had not waited for her. Travelzoo's deal page and voucher, as well as merchant's policies indicate thateveryone must arrive at least 30 minutes before departure time; failure toarrive early may result in canceled reservation. The merchant's own policyregarding cancellations or failure to arrive on time indicate that your voucherwould be forfeited. This information is well noted and provided prior topurchase. In addition, the customer's request was placed 31 days beyondTravelzoo's refund policy of 7 days after purchase. Based on the information above and the customer's own admittance that she didnot arrive on time to the agreed upon reservation time, the customer's requestfor a refund was denied. As with any Travelzoo vouchers, the merchant'sreservation policy takes precedence so it was recommended to the customer shecontact the merchant to inquire about rescheduling her trip. This was advisedby both the Service Team Representative as well as the [redacted] on duty andthe customer was dissatisfied. Thank you,[redacted]The Travelzoo Team

Review: I purchased voucher#:[redacted] from the travelzoo.com website. On 07/**/2013 I emailed travelzoo asking for a refund as the hotel was not able to honor the date I wanted to book a stay. They agent told me that would not happen and to book a different date. Unfortunately that will not work as my guests can not come to New Orleans on a different date.Desired Settlement: I am seeking a full refund to my credit card.

Business

Response:

To Whom it May Concern:

[redacted] made his Travelzoo voucher purchase on 5/*/2013, and contacted us on 7/**/2013 asking for a refund of a voucher because the merchant does not have the availability that the customer is looking for. He was advised that his request was outside of the 7 day refund policy as stated prior to purchase, as well as on the voucher provided, and was denied said refund according to Travelzoo policy. He was also informed that this merchant still has open availability for additional dates during the redemption period. Further investigation has been able to confirm that due to the great distance that this customer will need to travel to redeem his voucher, an exception may be made, and a refund as been entered on [redacted] behalf. He should see this refund within 7-10 business days on the credit card used to make his purchase.

Sincerely,

Travelzoo Support Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have a TravelZoo voucher that was purchased ( # [redacted]) and is now expired. In the Terms and Conditions, it clearly states that the Base Value of the promotion does not exprire, however Travel zoo is refusing to honor the $29 Base Value of this voucher. This is unethical business practice and I am very frustrated with this company.Desired Settlement: Desired Settlement: Refund

Business

Response:

To Whom It May Concern:

Travelzoo would like to sincerely apologize for the inconveniences experienced while trying to redeem the Restaurant.com & Fandango voucher, purchased through our site. After looking into the information provided, Travelzoo would like to confirm that the Terms and Conditions of the voucher purchased state the following "After the Promotional Value Expiration Date, the Voucher may be redeemed for the Base Value. The Base Value of the Voucher does not expire unless and until the Voucher is redeemed or refunded."

Please also note that the offer lists Restaurant.com as the merchant at the top of the voucher. Under "What's Included and The Fine Print" it is stated that " Fandango is not a sponsor or co-sponsor of this promotion." Because this offer was through Restaurant.com, this customer's $29 base value may be redeemed on the Restaurant.com website, however, this code has no value through Fandango. For assistance in redeeming, we recommend contacting Restaurant.com directly at ###-###-####.

Sincerely,

Review: Several vouchers were purchased with Travelzoo and gifted as a bulk present. The beneficiary was unable to redeem one voucher because the business shut down but Travelzoo refused to refund. Several calls were made by the purchaser and beneficiary with no resolution. On several occasions, Travelzoo's customer service supervisor [redacted] stated that a refund was issued, but no such refund was ever received. [redacted] cited that it was against Travelzoo's policy to refund customers for purchases made. This is equivalent to a scam because Travelzoo retains the cash value even though no services were provided.Desired Settlement: Refund for the cash value of all vouchers purchased. No customer should be forced to transact with a company that it finds dishonest.

Business

Response:

Dear Revdex.com,Below is a summary of our correspondence with [redacted]. 1/**/15 (#[redacted]) - Gift recipient, [redacted], called because the merchant,[redacted] had gone out of business. We offered a promo code credit for the full value of the voucher which is our standard policy for gift recipients.3/*/15 (#[redacted]) - Gift recipient, [redacted], called in because he didn't receive the promo code for [redacted]. We resent the promo code. [redacted]'s wife then requested a refund for a different voucher, a spa voucher ([redacted]'s) which was also gifted to them. We advised that the recipient is outside of policy for any refund or credit (gift exchange or otherwise). Supervisor spoke with recipient as well and advised of the same. Recipient dissatisfied. End result: Denied refund on spa voucher. Offered credit code for business failure. Kind regards,[redacted]

Review: I purchased a travelzoo voucher (Voucher #[redacted] - cost $239) with the intent to book a weekend within travel dates specified on voucher - when I called to book, there were NO availabilities for ANY weekend during the entire duration of the voucher. I am only 3 days outside the 7-day return window, and am completely at a loss as I am unable to book any dates to use the voucher and your customer service has been incredibly unhelpful in resolving this matter. My husband works in the medical field and we cannot use this voucher during the week. I would be happy to get a credit for a future travelzoo.com voucher purchase, but apparently I am just out $239 without any recourse. This is unacceptable.Desired Settlement: I would be most pleased with a refund of the purchase price of the voucher to my credit card. I would also be happy with a travelzoo credit worth the purchase price of the voucher ($239) to be applied toward any fuutre travelzoo.com voucher purchases. I think this is fair.

Business

Response:

To Whom it May Concern:

We apologize for the inconveniences that [redacted] has encountered while attempting to book her Yosemite Lakes RV voucher experience. After looking into the information provided, we have been able to find that this voucher was purchased on 8/*/2013, and this customer contacted Travelzoo Customer Service on 8/**/2013, well outside of the stated 7 day refund policy. This customer's voucher is valid for redemption 7 days a week during its redemption window, and after reaching out to this merchant, we have been able to confirm that not only is there weekday availability, this merchant is also able to accommodate from November [redacted]-December [redacted], which is a weekend.

Because she is outside our 7 day refund policy, and this merchant is able to provide accommodations, we are unable to offer a refund, and recommend that she contact [redacted] at Yosemite Lakes RV directly at ###-###-#### to make her reservation.

Sincerely,

Travelzoo Support Team

Business

Response:

To Whom it May Concern:

After further consideration, in light of the information provided, and in appreciation of your business, we are happy to make an exception, and issue a refund in the amount of $239 for Yosemite Lakes RV. Please allow 7-10 business days for the credit to appear on [redacted]'s original form of payment. She will also receive a confirmation email when the credit has been processed.

If [redacted] have any further questions, she can contact our Customer Support Team at ###-###-####, Monday through Friday, 8 am – 8 pm CT.

We hope she'll come back and visit Travelzoo Local Deals, we're introducing new experiences in different areas every week, and want to be a trusted source on the internet for great deals.

Thank you for being a Travelzoo subscriber.

The Travelzoo Support Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. This comes only AFTER the fact that I also disputed the charge through my bank. I believe this chould have been resolved sooner, without needing your involvement, and with MUCH less hassle and effort on my part. I feel as though Travelzoo left me out on a limb and was NOT interested in keeping me as a satisfied, returning customer. Good business practice includes taking care of your customers, not making them jump through hoops to resolve relatively simple matters. Perhaps Travelzoo should look into their return policy and extend the deadlines for returning travel vouchers to alleviate this issue in the future with other customers. Other reputable sources for discounted travel vouchers offer 30 day return policies - a MUCH more generous timeline for coordinating travel schedules and making sure the travel vouchers are able to be used by the customers on their intended dates of travel. I will be wary of purchasing from Travelzoo in the future, and will be sure to let others know of the hassle I've had to deal with in this situation.

Sincerely,

Review: Seller misadvertised a voucher as "last-minute" weekend travel that was actually for a weekend FIVE weekends from offering-wrongly gaining my purchase

Organization sold me a "last-minute travel voucher" on Tuesday March [redacted]. I was interested in "last-minute" weekend plans and the voucher was selectable for either Friday or Saturday.

Since the plans were listed under "last minute travel deals" which are advertised on the selling site's metadata as "Save up to 80% off regular prices on last-minute travel," I assumed the event would naturally be for the upcoming weekend. Any later weekend would certainly NOT be "last-minute" in any conceptualization. However, this voucher was in fact for an event OVER ONE MONTH LATER--specifically Friday May * or Saturday May *.

After calling seller today, March **, I was denied a refund--notwithstanding the fact I traveled nearly 3 hours (one way) for the event the prior weekend only to find out it was in fact for a weekend 5 weekends from the time I bought the "last-minute travel voucher."

While seller correctly points out the date was on the voucher and selected by me in checkout, they fail to acknowledge that my error in not realizing the date (instead selecting only for the appropriate available day--Friday or Saturday) was predicated by their false-advertising that the deal they were selling was "last-minute."

Notably, the phone agent of the seller stated that their last-minute travel deals were for "deals almost running out." This blatantly disagrees with the selling site's advertisement that the last-minute travel deals are marketed as "last-minute travel." A simple [redacted] search of "travelzoo" will reveal this text in the site's self-published meta-data for "Last Minute" which linked to where the voucher was purchased.

As a final note, the customer-service kept me on hold for the majority of my phone call and rudely dismissed my request for a refund and refused to acknowledge their explicit false-advertising.Desired Settlement: Full refund of two $25 vouchers that were misadvertised as "last-minute travel" deals ($50 total).

Business

Response:

To whom it may concern: On March **. 2015,customer [redacted], contacted Travelzoo requesting a refund of his twovouchers for the St. Louis Microfest he purchased on March **, 2015. Customerstated that he had gone to the event's location on Saturday, March ** and theevent was not there. He had purchased these tickets from our "Last MinuteDeals" section of Travelzoo's website and was under the impression that itwas for that weekend and not for a date two months in the future. Both our customer service representative and supervisor advised that our"Last Minute Deals" highlights deals which are set to sell out verysoon and deals which have redemption periods that are ending soon. In addition,the deal page clearly notated the events' dates of May *-*, 2015; Friday orSaturday, 6-10 p.m and he would have needed to select the actual date whenpurchasing the voucher. The information advising that this purchase wasnon-refundable as it is a date-specific event was also provided to the customerprior to the purchase. The deal information as well as the customer's complaint was also reviewed byTravelzoo's management team with the final result being given to the customerthrough email on 4/*/2015. As all information regarding event dates andTravelzoo's refund policy regarding this purchase was clearly noted Travelzoowas unable to provide the customer a refund or credit. Thank you,[redacted]The Travelzoo Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Misleading advertising as stated in original statement--last minute weekend travel deal was far from last minute (over one month from the immediate weekend). No refund provided. Very poor customer service approach.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To whom it may concern:Although the request for a refund is outside of Travelzoo policy, we are making an exception and refunding the customer.Travelzoo has issued a full refund in the amount of $50 for the vouchers. Thank you,[redacted]

Review: I purchased a 99 voucher for Hot Shot Guide Service (Fishing) that was good for 6 months. I contacted the guide 6 times over that 6 month period and was told each time the fishing was no good and no tours were offered. After this period the 99 was still valid but the trip went up to 300 so would have been 200 more out of pocket. I have tried to schedule a time a few more times since with no luck. Name: [redacted] Voucher: [redacted]Desired Settlement: I reached out to Travelzoo and asked for a refund or a voucher for another company as after 1 year and over 10 emails to this service I feel I have exhausted any chance of booking. I do see they are still selling this trip which seems to be a bad deal for the consumer. Not sure if this will help but wanted to reach out to someone so this company doesn't take money from others as well.

Business

Response:

To Whom It May Concern:

We sincerely apologize for the inconveniences [redacted] has experienced while trying to redeem his Hot Shot Guide Service voucher. Because the voucher has expired, Travelzoo is unable to offer a refund for his purchase. After looking into the information provided regarding this attempts to redeem, and in appreciation of his patronage, we would like to offer a $99 promotional code, worth his purchase, that may be used to obtain a discount on a future Travelzoo voucher purchase.

If [redacted] could confirm that this code is acceptable, we will be able to provide it to him for future use.

Sincerely,

Travelzoo Customer Service Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased 2 travelzoo vouchers, each for a 3-night stay in Rosarito Beach Hotel ($349). We checked in on Sunday, August [redacted] and the hotel was nothing like we expected. We did not sleep all night due to the poor quality of the beds, there was no running hot water in the shower, and our neighbors were smoking on the balcony which would get into our room, even though we were on a non-smoking floor. We checked out on Monday, August [redacted], even though we had two more nights. The hotel was advertised as being a wonderful hotel, but we had a nightmare of an experience. I will never go back there again and thus have no use for the 2nd voucher. I called to get a refund, but since it had been "more than 7 days" since I had purchased it (it was now 15 days) I could not get a refund or even credit. I have lost money on the first voucher, as I only stayed 1 day, and I am losing even more on this 2nd voucher. Please advise and please help.Desired Settlement: Money Refunded

Business

Response:

To Whom It May Concern,

This customer contacted Travelzoo regarding this issue on evening of 8/**/2014. We

are currently researching this issue and hope to provide a satisfactory

resolution shortly. We will update the Revdex.com as soon as we have a resolution for

the customer.

The Travelzoo Support Team

Review: I told them I could not use the coupon gor the airboat ride due to a health problem and they refused to either refund or credit me back.Desired Settlement: Refund of my $25.00 or a credit for future trips, thank you.

Consumer

Response:

The company just contacted me with an apology and an issue of credit in the next 7-10. Business days. Thank you for your assistance on this matter.

"Bait and Switch Tactic" Travelzoo through its vendor [redacted], (a [redacted]y) ran ad starting November **, 2015 promoting 10 day holiday vacation for two in China including boat trip on Yangtze for $1099.00 departing from Orlando, Florida. Immediately contacted Sinorama once Ad appeared and was advised the trip would now cost $1499.00. Contacted officials of Travelzoo and was initially advised they did not know any reason for the sudden price increase. However, as a sign of good faith they offered a $400.00 credit towards our trip and now have rescinded on that offer. I have already filed complaints with the FTC and FCC regarding this matter. Will soon be filing with Canadian Officials as well. I considered the pricing tactics they used as a "Bait and Switch" deceitful method and practice. Buyer beware! I have recently purchased another travel package to China from yet another vendor at a higher cost than the original offer of $1099.00 by Travelzoo. Their original good faith offer of $400 made by Travelzoo would help offset the higher price.

Review: I purchased a voucher for a specific travel date to [redacted] Utah. I did read the terms and conditions and I was aware that it was not something I could cancel unless it was within seven days. No where in their terms and conditions though did it state that I would not be able to use the voucher for future promotional dates for the same location. When I called their customer service representative they indicated that they would not be willing to honor the voucher for any future promotional dates even though they did not disclose that on their terms and conditions.

Further, when speaking to the agent by the name of [redacted] when I asked to speak to a supervisor I was never put through to his supervisor but was told her name was [redacted]. I've been noticing echo on the phone call and ask him if it was being recorded. He then told me that yes the phone call was being recorded despite the fact that there was no notification when I first called or when he picked up the call to advise me that it might be recorded so that I could except or decline. When I told him he did not have my permission to record the call he told me that he had no ability to stop the recording and he confirmed that there was no disclosure prior to the call and that he did not disclose that to me when he picked up the call.

Although I retain the amount of the voucher which was $2900, they would not honor a promotional rate for the item I purchased for a future date despite the fact that the terms and conditions do not say that that is something that they will not do. I will also be filing a formal complaint with the company directly but I do believe that their failure to disclose that the conversation is recorded is a violation of current law and that they should honor my request given that there was nothing in the terms and conditions indicating that they could not honor the same promotion for a future promotional date.Desired Settlement: I would like to be able to get the promotional rate for the item I purchased for a future date when that promotion becomes available in the beginning of next year. It appears to me that their practice is somewhat deceptive or at least not something that at a consumer would normally understand given the terms and conditions. Again, it was clear to me that I could not get a refund and was not seeking a refund for the voucher simply the promotional value which I purchased for a date in the future.

Business

Response:

To Whom It May Concern:

When a customer calls Travelzoo Customer Service, the first

things they hear is a greeting saying “Thank you for calling Travelzoo. Your call

is important to us and may be monitored or recorded for quality purposes.” As

this is stated at the very beginning of the call, Travelzoo is following the

laws and guidelines regarding recording phone calls.

[redacted] called on 7/**. She was requesting to use the full promotional value for a future date as

she would be unable to use it before the expiration date. Once a voucher expires, customers are not able

to use the promotional value toward any future dates. However, the paid value

of the voucher never expires. After the expiration date on the voucher, customers

are always welcome to use the paid value of the voucher at the merchant. This

is called base value.

After further review, we have concluded that this customer

qualifies for a refund under our Cannot Travel Policy. We would be able to

provide a full refund back to her original form of purchase. Alternatively, we

are able to provide the paid value in Travelzoo credit to be used on future

deals. Alternatively, she would be able to use the full paid value at the

merchant after the expiration date. Please confirm what the customer is

requesting.

The Travelzoo Support Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Per our telephone conversation this morning, this matter is not resolved as I did not see the message right away. I wish to have a full refund issued as I do not want to do any further business with this company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To Whom It May Concern,

[redacted] has confirmed that she would like a refund. She is still

within our policy and we have processed the full refund for her. She should see the

full credit on her original form of payment within 7-10 business days. She will

receive a confirmation email when her credit has been processed.

The Travelzoo Support Team

Review: Purchased a restaurant voucher that was advertised as "50% off" regular price. When I arrived at the restaurant, we learned that the retail price was actually slightly LESS than we paid for the voucher. In fact, there are only 3 times per week when the voucher price was actually 50% off the retail price. This important fact was not disclosed at the time of purchase. I certainly would not have made the purchase or selected the restaurant had I known that the discount was misrepresented. I contacted the company and they refused to take any responsibility--instead choosing to blame the restaurant. Travelzoo's advertising was clearly deceptive and completely misrepresented the value of what was being purchased. This type of advertising is against the law and turned what was going to be a nice evening out into a complete disappointment.Desired Settlement: Refund, along with a change in Travelzoo's advertising practices.

Business

Response:

To whom it may concern:Travelzoo makes every effort to ensure that our offers provide thebest value available. We certainly appreciate and understand the member'sconcerns. After their most recent email to Travelzoo, dated 9/**/2015, we hadescalated their concerns to our management team for additional review. Themember's feedback and concerns are being thoroughly investigated so we mayfulfill our promise to have the most accurate information available to ourmembers. In the meantime, in an effort to heal our relationship with themember we will be issuing a full refund for the voucher purchased. The refundwill be returned to their original form of payment and we will notify themember via email once the refund has been processed. We advise our members thatit may take 7-10 working days to see that credit posted to their account. Thank you,The Travelzoo Team

Review: Our agreement was to promote sales for my company [redacted] for three months. The promotion ran for less than two months.Desired Settlement: a fulfillment of the three month agreement.

Business

Response:

We will look into this complaint as expediently as possible and respond accordingly once we have collected more information on the matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Because nothing has changed. Will await further developments.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

To whom it may concern: [redacted] and Travelzoo entered into a Merchant Agreement on February*, 2014 to advertise an offer for a $15 walking tour of [redacted]. Travelzoo discontinued that relationship onApril **, 2014, after a Travelzoo employee voiced concerns that she was being mistreated by [redacted], ([redacted], CustomerService) called and spoke with [redacted] to let him know we would not move forward in working with him. Under the plain terms of the Merchant Agreement, Travelzoo has the right to decide not to promote a particular offer on its website, at any time, and for any reason. Specifically, the Merchant Agreement makes clear that Travelzoo “may remove the campaign at its sole discretion.” It also provides that: 7. Right to Reject Offer. All terms and conditions of the Offer are subject to Travelzoo Local’s approval. Travelzoo Local reserves the right to reject, cancel or suspend any Offer, contract, URL link, space reservation or position commitment, at any time, for any reason. Accordingly, Travelzoo acted within its express contractual rights in deciding no longer to promote a particular Offer on our website. At this time, we are not interested in running further promotions with [redacted] and have no contractual obligation to do so.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is the third different answer I have received from this company. If anyone has been abused by TravelZoo, it is I. It appears I shall have to file a complaint with the [redacted]. No company can legally bind themselves to contract that they can breach at will. That is not a contract. That is an effort to defraud. Thank you for your efforts.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: This complaint is for Sales Practices and Customer Service issues: First of all, all over the website for Travelzoo, it states there is a 7 day money back guarantee. Only in small writing on this purchase, at the bottom on another screen does it state that my purchase for 6 bottles of wine did not have the guarantee. This, also, did not state, until after the purchase, that it had a VERY LARGE shipping fee associated with it. They made it sound like we could pick up up from a local store. When I called the customer service rep, she was VERY rude and derogatory towards me, making me feel like I was an it. She was not ethical and VERY demeaning. She would not help me or transfer me to a manager. This companies customer service business practices and website sales practices are unethical and people should know this.Desired Settlement: I would like an Immediate refund and an apology.

Business

Response:

To Whom it May Concern:

We apologize for any inconvenience [redacted] has experienced while attempting to redeem his Club W voucher. The customer's deal page, found here: http[redacted], states in The Fine Print portion "This voucher is nonrefundable. All sales final."This information was provided prior to purchase, and on the original screen. This information was also included in the Terms and Conditions on that same page. Our deal page also states that "Tax, if applicable, and shipping charges of $19.99 are not included ". Because this information was provided prior to purchase, Travelzoo is unable to offer a refund for this customer. If he is encountering a shipping cost that is higher than the stated $19.99, we encourage him to contact Club W directly at ###-###-#### for assistance, as this portion would be paid to them at the time the order is placed online, according to the instructions on the deal page and voucher.

This deal is through Club W, an online wine club, that does not have brick and mortar locations, but is able to offer " six bottles of red and white varieties that aren't commonly found in local stores". Information about this company can be found at the http[redacted] website that is also listed on our deal page.

We would also like to apologize for any difficulties that were experienced while contacting our Customer Service Center, and the details regarding the customer's contact with our staff. Our staff is trained to provide helpful solutions and provide information about Travelzoo deals and policies in a courteous manner.

While we are unable to offer a refund for this customer's purchase, we would like to offer a $10 promotional code, to apologize for the inconvenience, and thank him for his patronage. This code would be able to provide the customer with a discounted purchase price on his next Local Deals voucher purchase. He can confirm if he would like the code, and we will be able to provide it via email.

Sincerely,

The Travelzoo Customer Service Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My husband and I purchased a voucher for two nights at MacArthur Place Inn and Spa in Sonoma, CA. When we went reserve the two nights, we were told by the hotel that it was only for one night -- although the voucher clearly said two nights. When we contacted travel zoo, they refused to honor the two nights clearly stated on the voucher.Desired Settlement: We will not purchase a voucher or deal with travel zoo again. Trust cannot be bought -- and the amount of hassle and time we have spent on this has ruined not only our planned vacation plans, but made us realize we have been scammed. Any reputable company would have honored what was clearly stated on their own voucher.

Business

Response:

To Whom it May Concern:

We sincerely apologize for the inconveniences experienced by [redacted] and [redacted] while trying to redeem your voucher for the MacArthur Place Inn and Spa. After looking into your account details, we have been able to confirm that although the voucher states that it is valid for a 2 night stay, only one night options were shown on the deal page for this offer.

In light of this miscommunication, we have also been able to confirm that a refund of the $179 paid for this voucher is currently processing. The refund should be visible on the card used to make the voucher purchase within 7-10 business days.

Sincerely,

Review: Our children purchased two 1 night vouchers as a gift for us to the Westin Lake Las Vegas Resort. The reservations were to be booked prior to July **, 2013 and the voucher becomes void on August **, 2013. Beginning July **, 2013 we contacted the resort and was told that there were not any rooms available for the Travelzoo vouchers for the entire month of August, 2013. Beginning July **, July **,, July **, July ** and again today on July **, 2013 both my daughter l(who purchased the vouchers) and I have called Travelzoo without any resolution. The response is always, they don't have any records of our calls, they will have to e-mail someone higher to try to resolve the matter. I have asked on many occassion to speak to the person who can make a decision and was refused. I also asked if the July **, 2013 deadline for reservations would be waived because of these difficulties and was told it would have to be reviewed by someone higher up. At first Travelzoo would not discuss this problem with me because I was not the purchaser of the vouchers, then late this afternoon, all of a sudden, they wanted to know what dates we would be available. Nothing has been resolved and the deadline has passed. I believe the persons to whom I spoke at Travelzoo were very regimented and would not follow through with any of the complaints which should have been resolved in days. They are now telling me it might be weeks before resolution. On July [redacted] I spoke to Travelzoo and they promised to get back to me in 24 -48 hours at which time I gave me all of my contact information. Of course, no call.Desired Settlement: I believe that if Travelzoo is going to advertise these types of trips, they should state that the supply is extremely limited.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Attached is the responds from Travelzoo, the same old stuff they have been giving me and then they wait until after the deadline to send this.

On August *, I did end up talking to a very helpful person at Westin Lake Vegas named [redacted] who took pity on me, waived the deadline of July **, 2013 and found us some room for August ** and **.

So I guess the issue is resolved, not thanks to Travelzoo.

“Thank you for contacting Travelzoo Support.

We are sorry that you have not been able to get the date that you had wanted to use the voucher. Our deals are extremely popular and certain dates can get booked out quite quickly.

The Westin Lake Las Vegas Resort & Spa still has availability before the expiry date, albeit not on the dates you would have liked, so we encourage you to be flexible. The dates that you provided us with were past the redemption period and therefore are not eligible for the promotional value of the voucher. If you would like to use your voucher then, it would be worth the base value that you paid for it.

Your refund request falls outside our 7 day refund policy, so we are not able to offer a return or credit. In most cases, your voucher is transferable, so please feel free to give it to a friend or family member, or try reselling it online on one of several voucher resale sites.

We are introducing new deals every week in your area, so please visit our site again.

Thanks again for being a Travelzoo subscriber.

The Travelzoo Support Team

Sincerely,

Business

Response:

To Whom it May Concern:

We sincerely apologize for the inconveniences that [redacted] and [redacted] experienced while attempting to book their stay at The Westin Lake Las Vegas Resort & Spa. Our deal page, found at http[redacted] state " Reservations are subject to availability and early booking is encouraged." The corresponding account shows that the purchase was made on 6/**/2013, making this customer's 7/**/2013 contact outside of the voucher's stated 7-day refund policy, so no refund would be able to be offered per the policy stated on the voucher and purchase path. An email was sent to the address on file for the purchaser, [redacted], on 7/**/2013, asking for the desired reservation dates, as well as the best way for this merchant to contact her directly to assist in booking. After additional calls, we were able to obtain the desired dates, however, because these are weekend dates, which tend to fill up first, the reservation was unable to be made, however, we were able to confirm that there are dates available in August for the voucher to be redeemed. If the customer would like to book her stay for those available dates, she may contact The Westin Lake Las Vegas Resort & Spa at [redacted]. Because the voucher and deal page state "Reservations are subject to availability and early booking is highly encouraged", and this customer did not contact within our stated 7 day refund policy, Travelzoo is unable to offer a refund. We apologize for the inconvenience.

Sincerely,

Travelzoo Customer Service Team