True Vacations

Company sold me a vacation package for $435.00 that I was ineligible for and will not refund me.
On January 3, 2019 I purchased a vacation package from the company True Vacations. The amount charged was $435.00 for two all-inclusive family vacations to be used within the next 18-24 months.

In August I tried to redeem the voucher to book a family trip to Costa Rica.
In September I receive the terms of the agreement stating that no travel personnel are eligible to participate in the package I purchased, and that falsification of the agreement terms would result in me being charged the full value of the trip (over $3000) and not the promotional rate I paid True Vacations.

I immediately contacted True Vacations to find out what was going on. After about a week of several unanswered emails and voicemails, I finally got a live person on the line. The first two True Vacation representatives encouraged me to just sign the agreement and lie.

I requested to speak with a manager to explore my options at this point, as I would not lie. My family was excited to travel, and I wanted to see if the money I paid could be put towards something else or if I could request a refund.

The manager confirmed my ineligibility for the program and assured me that she would email me some other vacation options that I would be eligible for, if they had any and if not listen to the sales call and issue me a refund if the representative failed to tell me the truth.

I have not heard from this company since September and I've called and emailed repeatedly with no response. Please help me. Companies should only present truthful and non-deceptive information in sales.

Mis-sold package on a sales phones call
Promised room accommodation for family of 5 in Dom Rep
Promised availability at any time with 6 weeks notice

This experience has been a disaster and I feel like the company is a SCAM
Sold on a cold call a 2 trip package for 500$
I checked many things to ensure it was going to be correct for us before saying yes.
a. Suitable for family of five to be in one room. Was told YES
b. Ensuring it was Dominican Republic. Was told YES, all inclusive.
c. Would there be on costs. Was told only for one child as the others were under 16 years of age. 100$ for the arm band for inclusive costs.
d. Asked about availability. Was told can go anytime giving them at least 6 weeks prior booking notice.
e. Asked if I wasn't happy with the package. Was told I could cancel at anytime

All the above verbal statements have proved to be false. I have spoken once more with the sales agent and he tried to calm me by offering a third trip free of charge. I sent an email asking for much more detail on all aspects of my original trip to DOM REP and the 3rd trip. it was never answered.
So I choose to pursue a refund option

This is the information I have had when trying to reserve the DOM REP element.

Told that the two Dominican Republic resorts are only for 2 Adults and 2 children under 12. Therefore I would have to pay for a second room and also pay three additional adult fees per day, as all children are over 12.
Approx 300 - 450$ extra per day just on this. Which makes the trip unaffordable.
NOT IN agreement with sale, IN BOTH ROOM and ON COST IMPACT

The counter offer was to go to Costa Rica which was never in my discussion or wish. My children visit there with school, this year anyway. so it is not a destination that is an option.

Once I tried to book, found out that all peak periods, which have to focus on due to schooling have no availability
NOT IN agreement with sale

I have tried many times now to cancel and get refund. Promised call backs and never received
I eventually get hold of a manager (Philippines Call center) who says that she has listened to all recordings and I agreed to all things they have offered me. She tells me it is my problem and the refund can only be done in the first 30 days.
NOT IN Agreement with Sale

She is even saying that I have agreed to things like adding another trip to the package, when what I really said was tell me more about that offer.
She could not name dates of the recordings, could not play them back and I am sure she does not have a recording of the first sale when all these false promises were given.

All I ask is a full refund, as many hours and much stress has been involved in this dealing

Beware of any too-good-to-be-true travel package details, especially True Vacations
Like most people, nobody really has the time or wants to file a complaint unless the situation is really outrageous and unresolvable.
On April, 2019, I was called by a salesperson who sold me two vacation packages for 5 days and 4 nights for $535, I was thinking that it would be a great deal to attend to a 1 hour on-site presentation and obtained these discounts.
In early September, I called and made a reservation through True Vacation to use 1 of the 2 packages at Villa de Palmer in Cancun, Mexico from 1/28/2020 - 2/1/2020. This reservation is for my sister who lives overseas but since my packages are transferable, I didn't think it would be a big deal. I called True Vacation and Gina told me the reservation will be processed and told me the resort will call my sister to verify her information. I asked specifically whether or not she can be reached overseas via an internal call and she told me no problem at all. As a safety precaution I also left my domestic number, just in case if she can't be reached due to being overseas with an opposite time zone. A few days later I received an email from True Vacation indicating the reservation status has been submitted and is pending, the process seems to be smooth at this point.
The situation began to take a turn at this point. I waited a month until the beginning of October but still haven't received any updates nor heard my sister got any phone calls. I called Gina back and she said she did not know what's going on and would check with the resort. I was getting skeptical at this point so I called Villa de Palmer myself and discovered the resort does not call any customers to verify any reservation status, which of course this makes sense, which hotel or resort calls anyone to confirm any reservation status? Immediately I called Gina back and she insisted that the resort will call my sister and told me to keep waiting. Since I already found out the resort does not call anyone, I was able to get the representative from Villa de Palmer with me on the phone with Gina. The representative said she works with many travel agencies but the resort does not work with True Vacation nor has she heard about the company. Gina then altered her statement saying it's not the resort who will call but rather it's a 3rd party fulfillment department. I asked Gina why True Vacation is unfamiliar with this process for her to give me incorrect information, which she could not explain. I also asked who the 3rd party fulfillment department is and she said they don't give out their information and again told me to wait. I was promised the reservation status would be confirmed 3-4 month prior to the arrival date and we are already inside the 3 month period. The reason why this is extremely urgent is because I need to help my sister book all of her international tickets accordingly. Without any confirmation, her entire trip is on hold, not to mention that they will charge you $30 tax + $37 resort fee PER NIGHT and Peak Season fee of $225, which they said these charges are in their terms and conditions. Of course they sold you the packages, got your credit card information first, charged you, then sent you the terms and conditions through DocuSign and kept their silence for all of these additional hidden fees. Yes their terms and conditions indicate there "may" be peak season fees applied, which was not mentioned via any phone calls, nor is peak season periods defined anywhere. Today, there still has not been any communications from True Vacation, their so-called "fulfillment" department, thus why this complaint is filed.

I paid $640 for 2 vacation pakages. When I tried to schedule one, they said I was sold the wrong package. My repeated refund request has been ignored.
On July 24, 2018 I paid $640 for 2 vacation packages during the next 2 years (Invoice No. TV-***, Agents Kirk/Alec). When I tried scheduling the first one, I was informed by Vacation Concierge Reservation Supervisor Gina *** that my reservation was rejected because I did not qualify for the required promotion tour. I was sold the wrong promotion.
She turned the matter over to Marilyn *** at their Claim Department. She informed me that, according to Florida Statute 559.933, they were required by law to provide a refund within 30 days after I submit my request in writing.
I mailed my refund request July 30. She later informed me that they had reorganized, and it was being handled at another location. My repeated attempts to have this resolved have been ignored.

Product and service offerings are not what True Vacations say they are. Poor service and even worse quality. This is a scam.
My wife and I were solicited for 2, 5 night, 6 day vacation packages on May 23, 2019 by True Vacations. Total cost of the package was $535 which supposedly included $500 in service vouchers.

First let me say that the words "time share" never came up in the conversation until after I reviewed the disclosure documents a week later. Although we found this surprising, we thought that the reward still might out-weigh the risk. We were wrong.

We booked a Westgate Property in the Gatlinburg. After driving 9 hours of driving we arrived at the property. This property could even qualify as a 2 star hotel and that is being generous. The door jams were compromised. The toilet didn't flush, the room was totally beat and dated. Might have been fine for a bunch of frat boys looking for a crash pad for a few days but certainly not the luxury condo we were shown in the picture. My wife felt unsafe and refused to stay there as the clientele wasn't the most prominent either. Even the woman at the hospitality desk acknowledged how poor the accommodations were at the hotel saying "I wouldn't stay here either". She also acknowledged the "bait and switch" tactics.
We followed her suggestion to go to the hotel we thought we had originally booked and ask for restitution. We did exactly that. While the front desk attendants tried to be helpful, we were charged another $200 for the already pre-paid 3 night accommodation. We were a captive audience and had no other alternative at 9 PM.
The first night of our 3 night stay was a lost evening. No dinner and we didn't get into the room till 11:00 PM.
We did have to endure the time share presentation which was suppose to last 90 minutes. It lasted 4 hours and totally killed another day of our stay. We regret having even driven to Gatlinburg.
As a final note, we thought we might travel to Costa Rica as an alternative to Gatlinburg. Thank God we chose not to do that. We have absolutely no faith that True Vacations and its affiliates have the ability to state the facts truthfully nor do the right thing for its clients. It would be nice to recoup all if not some of the travel investment however, we will not risk using the other half of the travel package owed us. I'd rather we eat the money then chase good money after bad. Not to mention time and frustration.
Lastly, the voucher is totally bogus. The voucher provides a link to more of their less than attractive hotels and properties at discounted rates. Nothing different than ***, ***.com or ***.com which I have far more faith in and have used in the past.
Chalk this one up to foolish experience.

Rep promised a secured reservation for a specified date and did not follow thru. I was told I would be refunded and have not been refunded.
May 7, 2019 Representative Jim called to sell me a package. I told him I was only interested if he could secure my reservation for 5/16 to 5/19/19. (I already had a vacation booked). Jim placed me on hold and when he returned he assured me he had reserved a room for me in hilton head at Beach House. My card was instantly charged the $400 for the package. On 5/15/19 I called the Beach House to verify my reservation; there was no reservation. They were completely unaware of my proposed stay. When I called True Vacations Marilyn *** told me they would refund my package because she was unsure why they didn't have my reservation. I had to pay to stay in an Airbnb for my trip. Marilyn emailed me the refund instruction on 5/16/19. I requested my refund and sent it via certified letter to the address she instructed me to. She told me the refund would take 30 days. It has been over 4 months with no progress. I called Marilyn a month ago and asked her why I hadn't received my refund. She told me that the mistake was on the hotel NOT her company. At the end of the conversation she told me she would escalate the situation to get my money refunded. I have not heard from them since. I also have had great difficulty reaching them via phone. I have been told several times that their phones are down. Luckily I saved a copy of the receipts when they were initially sent. Since I have filed for a refund they have cancelled the emails that contained my receipts. Thankfully I downloaded them in May.

I gave True Vacations $642 for an all inclusive vacation. Many dates were unavailable and now I can't reach them.

1/2019 received phone offer to pay $642 which could be used for all inclusive vacation. Unfortunately, dates were unavailable so we were unable to use offer. I am now unable to reach them. They do not answer their phone and when I tried to email them from their website, the message was "error occurred " and my message was deleted.
I would like to either book a vacation or preferably, to get my money back. Below is information from the transaction.
Order # ***
Amount $642.00
Transaction ID
Authorization Code ***
Thank you for any help you can provide.

I paid for a package and have not received it. I have been given the run around for 2 months.
I received a phone call from True Vacations, falsely identifying themselves as Hilton affiliates. My husband and I purchased a package for 2 vacations 5 days/4 nights for $435.00 on 4/3/19. It was only after we had paid that we were emailed the terms and conditions. On 6/14/19 and 6/17/19 I called to inquire about booking our trip. After several unanswered calls, I finally spoke with someone who told me to submit the reservation form and it would be confirmed in 7-10 business days. I submitted the reservation request form via email on 6/18/19. The requested travel date was for November 13-17, 2019. I called on 6/25/19 to assure the request was received (no answer) but I then received an email saying the reservation was "submitted and pending"; it also stated that the "confirmation" would not occur until 3 to 4 months prior to the reservation.
After 20 days of no communication, I emailed on 7/9/19. I asked why I had not received any communication or confirmation. I explained that I needed to book my flights and could not do so until the reservation was confirmed (per their instructions. This was 4 months before our reservation was to take place. On 7/15/19 they responded thanking me for "letting us know". They explained that my check in day was not for 5 months and I wouldn't receive verification until 3-4 months prior. I emailed back to correct them since my reservation was not 5 months away, it was 4. No response.
On 8/11/19 I emailed to again inquire about our confirmation, since we had not received a phone call. No response. I resent the same email on 8/13/19. Gina *** responded that she would reach out to the "verification team to see if they could speed up the process". On 8/16/19 I was emailed the exact same email I received on 6/25/19, stating that my reservation was "submitted and pending". I responded asking for clarification as to why I received this email AGAIN. The response from Gina *** was that "the verification call takes about 4 to 3 months until your check in date" (which doesn't make any sense). I replied that my check in date was less than 3 months away (89 days to be exact)....not 4. Her response "like I mention, I will reach out to the vendor".
On 8/20/19 I emailed asking about if they contacted the vendor and when our booking would be confirmed. I resent the same email on 8/21/19 and 8/22/19. I followed up with an email requesting a refund. This company is a SCAM.
They don't give you any details about terms and conditions until after you've paid. They say you need to book 60 to 90 days in advance (which we did) but then do not confirm the reservation. I am less than 3 months away and have been unable to secure this booking, let alone flights. Even if this reservation was completed, I am supposed to go through this again to get my second vacation package? No thank you!!
I began this process well in advance and have been dealing with this for over 2 months. I am tired of dealing with this joke of a company. I do not want to go through this process again (that is even IF the first vacation were to take place). I want a full refund of my $435. I am entitled to this refund, as the service promised has not been provided and I was not given the full terms of this package on the phone when the reservation initially took place.

We requested a refund for the purchase of a vacation package 3 days after the purchase and still have not received our refund 45 days later.
On Friday, July 5th, we received a call from True Vacations offering two different vacations over the next three years in exchange for listening to a time share presentation. A few hours later we received a call that a family member was being put into hospice. Knowing that we were going to have some upcoming financial responsibilities we contacted True Vacations on Monday, July 8th to get information on how to receive a refund. I was transferred to Marilyn (in the claims department) who e-mailed me a copy of the company's refund policy. We were supposed to provide a written letter and mail it to the company's office. According to the company's policy and "Florida Statue 559.33" (listed in their letter) True Vacations has 30 days after the date of purchase to provide our refund. The letter also states that upon receiving our written request they will contact us with an estimated process date. We mailed the letter on July 10th, and took a picture of the envelope when we mailed it. Between July 19th and August 9th, I called the company several times trying to find out if they had received our written request and to find out where they were in the process. I have a log of every conversation and attempt to contact this business. Between these two dates there was no answer on multiple occasions, I was told the people in the claims department were out of the office, the voice mailbox was full and couldn't accept any more messages, was told they were down checking the mailbox, was asked if we still wanted the refund because the sales agent had contacted us and we changed our mind, and was also told that they tried on several occasions to contact us. Nobody from this company has ever tried to contact us after that initial purchase. When I finally spoke with Marilyn (the only person who seems to work in the claims department) on Friday, August 9th, she told me that she never received our written request. Completely frustrated, I e-mailed her a copy of the written request at that moment which she received at 8:03am. I reminded her of the refund policy she sent us and that we were well past the 30 days of initial purchase. She told me that she would send this request to the "finance department" to begin the process for refund. She told me that it would take up to two weeks to process. I confirmed with her that two weeks would be up on Friday, August 23rd. She said that she would be the person contacting me to process the refund. I called the company back on Monday, August 19th to speak to a manager to make sure we would receive the refund by Friday and was told that all of the managers were out of the office, and that everyone in the claims department was in a meeting. The only person in the office was a receptionist. Although I never gave my name during the conversation, I received an e-mail from the company stating that the Claims Department and upper management were at their new office this week, and that I should "expect a followup with them throughout the week." I simply want our refund by the date we were told, which is almost two months after our initial purchase.

Sold me an all inclusive. Everything paid for, room, liquor food, sports. So I paid $450 to them. Turns out that during my 30 minute sales call, they snuck in there that I was responsible for resort fees totaling $400/ Now, this is more expensive then booking with Expedia. So since I agreed to it, it's non-refundable, However on the same phone call, I was told a 60-90 minute time share presentation. Turns out the contract says 120 minutes. Told me it was for 2 adults 2 children. Resort calls to confirm reservation and tells me it's for 2 adults. True Vacations tells me it's a suite with a kitchen (as my previous time share presentation was). Resort tells me NOPE, standard room with two full beds. So, I unknowingly agree to the resort fees, just assuming all inclusive was all inclusive, so they hold me to it, However when they screw up on their end and lie about accommodations, they take no responsibility. They told me they listened to the tape of me hearing about the resort fee, but will not provide me with the recording. Beware.

6/13/19 True Vacations told us that they will refund us our money. 8/8/19 they changed their policies so now there is no guarantee of refund.

In January of 2018 Steve *** from True Vacations called us to sell us a vacation package. We informed him that we have a family of 4, with 2 grown daughters, and that we needed accommodations with 2 bedrooms and 2 bathrooms. Subsequently, he sold us a 2 bedrooms, 2 bathrooms all-inclusive package for $474.00 that he told us would be valid for 36 months. When we called True Vacations to use the package, the company representative told us that we could not use both rooms at the same time. They informed us that we were sold 2 separate packages; each package was for one bedroom and one bathroom, and the 2 packages could not be used simultaneously. We informed True Vacations that when we bought the package we told Steve *** that we always travel with our two grown daughters and hence we always require 2 bedrooms and 2 bathrooms. It turns out that what we thought we purchased for our family vacation and what they sold us were two completely different products.
We have called True Vacations many times to resolve the issue, but they have refused to honor what they actually sold us. Furthermore, instead of trying to rectify their mistake, they questioned whether we had informed Steve *** of the ages of our daughters. They told us that they could not help us until they investigate and listen to all previous call recordings. After listening to the recordings and realizing that they gave us incomplete information during the sale, on June 13, 2019 the director of sales and marketing, Jonathan ***, informed the both of us that the company will issue us our refund. He transferred the call to Marylyn who told us that they will issue a check, and that it would take up to 4 weeks to arrive. Both my husband and I were assured by Jonathan and Marylyn that True Vacations will issue a complete refund. After waiting 2 months for this refund check, we contacted True Vacations. It took numerous calls on an almost daily basis to finally be connected to speak with someone to discuss the issue. Now, Ms. Soto from True Vacations is claiming that their policies have changed and that we need to submit all details of the purchase in writing in order for them to restart the investigation. Additionally, she claimed that there is no guarantee of a refund check, which is in complete contradiction to what we were promised by Jonathan *** and Marylyn on June 13, 2019.
True Vacations has continuously lied to us over the phone and refused to fulfill neither the sale nor the refund check that they promised us; despite their unprofessional conduct in this matter, they now want us to take additional steps to submit paper work in order to restart the investigation. During yet another call to True Vacations, on August 8, 2019 Ms. Soto hung up the phone on us in the middle of our conversation; the company is making it quite literally impossible to resolve the issue with them. They sold us a product that they do not provide, they promised us our refund that was never issued, and now they want to restart the whole investigation. This company is running a SCAM.

can't schedule the trip because no one picks up the phone or returns the voicemail.
Was contacted by phone about a promotion to purchase 2 vacations with a $250 credit toward anything but airfare. I have attempted to call the company multiple times over the past 4 weeks and the phone rings and eventually puts you in voicemail. No one returns the voicemail. I can't schedule any of the trips and have not gotten any confirmation of the $250 voucher to use.

Failure to provide communicated services
In October of 2018, I was contacted by Jonathon O, indicating he was a member of True Vacations, acting on the behalf of an RCI/Hilton Grand Vacations affiliate. He offered me two 5 day/4 night vacations for the price of $428 US Dollars. It was indicated that domestic US travel would include hotel accommodations only, while Latin America travel would be all inclusive. After completing the sale, I received a contract via email. This document outlined further details that were not agreed to at the time of sale. I did respond to the email stating this, but I did not receive a reply. On May 17, 2019, I attempted to schedule the first of the two vacation. I was informed via email that I would be charged two additional feels totaling $298 US Dollars for not scheduling at least 60 days ahead of time and peak season. Neither of these stipulations were agreed upon prior to purchase. At this point, I asked the reservation be cancelled and requested a refund due to specific performance failure. Mrs. Gina S responded to me indicating that the reservation had been cancelled and a claim for refund had been opened with the Claim Department. She stated that I should "Expect a form of contact from the Department within 24 hours". I did not receive contact from her, the department, or anyone else since then. I have emailed and called. My emails are not responded to and phone calls are never answered, even if I let the phone ring during posted business hours for up to 15 minutes. I only wish a refund of the $428 US dollars due to the failure to provide the product/service I was promised at the time of purchase.

I purchase my vacation package with True Vacations in December 2018 from Jonathan O. First, I thought maybe they were the scam because my last experience with a travel company like this wasnt a great experience but the package was a great. I called in January to book my reservation to Cancun, MX staying at the Villa Del Palmer which I must say was absolutely gorgeous. Gina was my Reservation agent that was assisting me. She let me know how much was the Resort Fees and Taxes and how much it will cost me to travel with my other 2 kids. The prices were reasonable and still a great deal especially for an All Inclusive vacation for a family of 5. So instead of paying $4000 for my entire family. I just paid an Extra $800.00. The customer Service was great they kept me update throughout the entire process. Definitely cant wait to get time off so I can book my next vacation.. If you buy with them definitely contact Gina , she is amazing and so professional.

Sold travel package under false pretenses. Peak season fees charged when not communicated. They point to contract which does not provide peak dates.
On October 30, 2018, I received a call from a sales agent with Truevacations. They were selling a travel package which included two vacations. I was sold a package with a Bali trip and Dominican Republic trip. Each trip required a time share presentation. Total cost of package was $400 which also included a $250 travel voucher. First issue happened with the travel voucher. When I was finally issued the travel voucher after several communications, this was actually just a discount program where it would save me around 10% on what I was using it on. The voucher was explained to me like an airline travel voucher where I could use it dollar for dollar against hotels, car rentals and other travel items. Also, the discounts were not even enough to be cheaper than the merchants were offering directly. I then called early June 2019 to book our first trip. I was told in October that I could change the package to other destinations. We are traveling to Orlando in August 2019 so I asked reservations to change one of the trips to Orlando. We first looked at the Westgate property that has a waterpark. The reservation agent said that it is a great property and has a waterpark. She made no mention that the waterpark was an additional $20/person/day which would be $80 per day for our family!! I then requested to switch change this and the agent recommended Summer Bay as there is a small waterpark with no fees. We decided on this and submitted the reservation. On June 13th, I received an email that the reservation was submitted and upon confirmation I would be charge a $199 peak season fee. At no point in any conversation, including the sales call in October, and the reservation calls in June was it communicated that peak season fees applied. I called immediately on June 13th and talked to reservations who confirmed the fee and then transferred me to the sales manager who listened to the recording from October 30, 2018 and confirmed that I was never told about these fees. He said he could offer me a 3rd trip. I requested to have the package cancelled so he said I could submit through claims. Claims was supposed to call me on June 17th at 11:00am. However, they did not call. I followed up with claims on June 24th and was told that since I had already submitted the reservation, they could not refund the $400. They did not understand that it isn't right to not inform travelers that there will be a peak season fee. The claims agent kept saying that I got such a great deal and $199 is not that much. Also, the property we were staying at was valued at $3,000/week and then she informed me that it is $143/night. That math works out to $1,001/week plus resort fees and taxes which I would hope are not $2,000. So even through this process they are still feeding me false information. Each department (sales, claims and reservations) just wanted to keep sending me back and forth to each other. There is supposedly not one supervisor/manager that oversees the entire group. I remained calm through the whole process, not raising my voice once. However, the agents kept interrupting me and stating how great of a deal I got. Jonathon in Sales was the only one that seemed reasonable, however he did imply that claims could help me.

Unable to book the trips promised after over a dozen phone calls.
Purchased a trip where I was promised a "resort" stay in Bali and Thailand. Started calling to reserve a room at each resort for April of next year at the beginning of April. Upon calling the first time we were told we would be receiving our reservation confirmations soon. After not receiving them we continually called asking why we weren't receiving anything and each time were told they would investigate and get back us and never did. My husband called and raised a stink and they said they would call back that day. Finally after I kept calling and calling we were told we couldn't make our reservation until 6 months and by the way we had to fly over there twice as we couldn't use both during one trip. I believe they are stealing our $448.00.

Please provide me with my 100.00 award for my customer referral ASAP
I purchased a Orlando vacation Package for 4 nights and 5 days. I received a Document for a customer referral, saying that if I referred a person to true vacations and they purchased the same package I purchased I would receive a 100.00 credit. I refereed a person and they purchased the same package I have. I called customer service several times to report that I never received my credit for the 100.00 . I was told they would follow up and take care of the matter.It has been 3 weeks ago, I have called numerous times and I am sent to a voice mail all the time. I would like for them to give me my award ASAP. The Customer Service Help is Non Existent after they get your money.

contract and payment information
In March of 2018 my wife and I purchased a vacation plan from this company. Over the last two and a half months we've attempted to schedule our vacation and have made limited progress and cant verifying our trip. I have made several attempts to contact the customer service desk and they only seem to reply to emails. I have sent multiple emails and information to this company and they have attempted to schedule a trip. I was asked to wait for a confirmation call that never arrived. After a week, I contacted the company again and they stated it would be an email not a call. Unfortunately we have not yet been able to schedule our trip and we are extremely disappointed in the level of service we received. It seems that this organizations customer service department is not properly staff to support the required demand. I'm increasingly concerned with allowing a company like this to arrange travel for my family to a foreign country. As I am unable to get a hold of anyone after multiple phone calls and voicemails oh, I would like a refund for the paid amount.

Paid: $435.00
Date: 3/7/2018
Contract: Attached to complaint
Customer service contact: Gina S - Reservation Supervisor

After this experience, I would not have any interest in purchasing any type of timeshare or service from an organization that partners with a company that is unavailable for their customers.

Company posed as an affiliate with Hilton Honors and sold me a two for one vacation package for $400.
Spoke with Jonathan O. Purchased vacation package for $400 on May 23, 2019, was given a confirmation number (***). The terms verbalized to me was about time share presentation that would last 45 minutes. Was supposed to receive a call from the booking agent the next day, no phone call was received, no missed call or voicemail from agent. Called Hilton May 24, 2019 to cancel, because of a family emergency. Hilton did not have any reservations for me and has never heard of this company!! Then called True Vacations at 1:28 no answer, again at 1:34, 1:36, 1:38, 1:54, 1:56, no answer. Then I sent an e-mail, then they called me and told me that I have a reservation and that I could call the hotel. I called Hilton and they have no reservations and again said they have not heard of True Vacations and that they are not affiliated with them. I sent two more e-mails, since they do not answer their several phone numbers that are not listed to any individual. So they called me and I explained that I needed a refund. They said it is not refundable, WHICH WAS never stated when they took my money! They said they would call back Tuesday!

I have waited for more than a month since I submitted my request for reservation, and still have not received confirmation. The airfare has been doubled since then. What's the most frustrating experience is that it is inconsistency between what Truevacations offer to you when they sell you the package and what they can actually deliver to you. First, it takes multiple steps of week-long time to get approvals from multiple parties to process your order. Their reservation letter says 5-7 days to process the order, while the actual was 3 weeks to heard the first response after number of my follow up calls. Second, what Truevacations tells you is dependent on the Hotel/resort approval, and it takes time to hear disapproval of what they sell to you. For example, they offer you package for kids free, but the hotel comes back to charge additions for kids after two weeks waiting time. I have to say be cautions what they offer and what they tell you.