1.2K views
New Reviewer
4 comments

Vacations To Go touts a Price Match Guarantee that promises "if you ever find a lower price for the same ship, date and stateroom category, before booking, we'll match it". The fine print says "The lower rate must be advertised on a competitor's website and available for booking at the time you contact us".

On finding a clearly advertised and available price on a competitors website I took it to VTG since my previous experiences with VTG had all been good and I didn't know the firm that was offering the deal. Unfortunately, their quality service did not extend to their guarantees. A VTG manager reviewed the competitors pricing and did not dispute it. Instead she responded that if they matched the price they would not make any money and therefore had to refuse to honor their guarantee.

She instead recommended that I book through the competitor which I did at exactly the advertised price. I am very disappointed in VTG for offering and then refusing to honor their price match guarantee and can't help but wonder what other promises they would just as easily break.

I am afraid that now their competitor is my go to cruise consultant.

Location: Philadelphia, Pennsylvania

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

Dear New Cruiser,

This is Sorrell from Vacations To Go. Thank you for contacting me. I sent you the following email as you requested.

I appreciate your concerns as you get ready to make a major purchase like a cruise. You asked how can a traveler be guaranteed that there wonรขโ‚ฌโ„ขt be any รขโ‚ฌล“mix upsรขโ‚ฌย. Unfortunately, I donรขโ‚ฌโ„ขt believe any company can guarantee that because we are humans.

I can tell you that while there are a relatively small number of complaints online about our company we have made every effort to respond to our clients and when we have made a mistake, we will attempt to repair it. Vacations To Go has been in business for almost 30 years and currently assist over 250,000 clients each year with their vacation. We enjoy an excellent reputation with our clients and our website has a link รขโ‚ฌล“Customers Love Usรขโ‚ฌย with over 6,000 comments from some of our recent clients. More importantly is a link on our site called รขโ‚ฌล“Cruise Lines Love Usรขโ‚ฌย with testimonials from Executives of most of the major cruise lines. Additionally, Vacations To Go is an Accredited Member of the BBB with an A+ rating.

I invite you to contact me personally to further answer any other questions you may have. Should you then feel comfortable enough with Vacations To Go I can put you in touch with one of our veteran agents that will be able to offer you the excellent service that most of our clients experience.

We hope to be able to earn your business but regardless of where you purchase, I hope that you have a wonderful time on your upcoming cruise. I look forward to hearing from you.

Guest

Suprirsing to think of something like that

Guest

To Mr.Warren. I have read many many comments about Vacationtocom's customer service and problems people have had, things like their reservations getting lost, having to pay out of pocket additional charges etc.

How can a traveler be guaranteed that there wont be any 'mix ups' with their prepaid vacation?

I'd like to take a cruise this december.

I have many military friends who highly recommend this but then again i'm also seeing many negative reviews. I can be reached at 530456@***.edu

VacationsToGo_Cust_Svc

My name is Sorrell Warren and I am the Vice President of Customer Service at Vacations To Go. Iรขโ‚ฌโ„ขm sorry to hear about your disappointment in our Best Price & Service Guarantee and I apologize for any confusion.

You mentioned in your review that our policy states, "The lower rate must be advertised on a competitor's website and available for booking at the time you contact us,รขโ‚ฌย but our policy also states that the price guarantee รขโ‚ฌล“does not apply to group rates.รขโ‚ฌย The rate you received from our competitor was a group rate, and unfortunately we did not have access to group space on this particular sailing. We offer special group rates on many cruises and would prefer to hold group space on every ship and sail date, but cruise lines limit the number of groups an agency can hold at any given time.

It certainly did not work out for us in this instance and I wish we could have earned your business.

I hope you will consider our services again in the future

Vacations To Go Reviews

  1. 18 reviews
  2. 9 reviews
  3. 3 reviews
  4. 9 reviews
  5. 5 reviews
Vacations To Go reviews