This is a very long and detailed review. I want to say that the 5 stars is for monster and specifically Nikita White in customer service. She was helpful, courteous and listened to my rant about my last (current) vacation. We've traveled probably at least a half dozen times using monster reservations. They get good deals from the vacation destination with hopes that new members will come from the trips. I completely understand and appreciate whats happening here. If you don't want the timeshare or vacation club pitch every time you travel then this is not for you. However, if you're willing to go through the presentation at your destination, the prices are fair and trips are great.....until this time. Monster called me and said we want to thank you for using us so much. We want to reward you with a trip that is just a trip. No presentations no selling, just a vacation. Okay...I'll bite. We booked our trip & flights and waited almost a year for this much anticipated (and needed) vacation. (The wait was our choice, time off work etc. Nothing to do with their availability or ability to book sooner.) Fast forward to now...we're on our trip...we are at the Confresi Resot and Spa in the Dominican Republic. We were picked up at the airport and taken to our resort. When we got here we tried to check in at the main lobby desk...nope.."Monster check ins are down that hall, around the corner, down the stairs to guest services." Okay, we check in and are given silver bracelets, all monster guests have silver bracelets and all monster guests are booked into the same cluster of rooms. These rooms are outdated, in poor condition and not near anything (pools, restaurants, bars, activities etc) except the hospital which receives 24 hours activity and the casino. First morning here and our phone rings, "we're picking you up for breakfast." Oh. Okay. Why? "You need a tour of the facility." Okay, here we go. So we spent 6 hours on day 1 in a high pressure sales pitch. We said no the expected amount of times. We were insulted and the manager (forgot his name) even said "okay,so you're wasting my time?" Yeah! I guess so buddy. No one knows what anyone is going through financially and to have the fact that we even booked this trip thrown back at us is beyond insulting. We were told, if we buy now, we will be upgraded to V.I.P. status and moved out of "that crummy room" immediately (Their words not mine.) We didn't buy and because we have silver "Monster " bracelets we're being treated like third class I'd say humans, but im pretty sure the strays are being treated better than us. Silver bracelets and you cannot have a refill of CLUB SODA at Bellini (one of their 11 restaurants, this one has a buffet, 4 of the 11 restaurants do and we can only go to the bufftes.) Making a reservation for an off menu restaurant? You have to walk to where you checked in between 9 and 11. I tried for 4 days straight and everything was already booked even on the day I was there at 9:13. They booked us for the last day of our trip, the last seating and the only restaurant available. Our room has no hot water, we are not allowed on certain beaches, pools or restaurants. Because they want you to buy a club membership, and if you don't, you don't have access to certain areas. You would think they'd give you V.I.P. service right away so you know what you're getting. The beaches we were allowed to be on were dirty, had broken down cabanas, and broken showers. The beaches for "members" we're pristine, beautiful furniture and silk draperies and people to wait on you at your chair or cabana. We've been to all inclusives before and I wouldn't recommend a Lifestyle Vacation Club destination to anyone. And I wanted all the monster members to know how you're treated if you don't buy in. Also a little miffed that we were told one thing (no pitch, just a thank you") and it was yet another pitch and a day whole off the vacation. The buffet food was good. The Colosseum shows, A+. Some staff judged us by our bracelets. But the maintenance people and housekeeping were kind. read more

A Huge GOLDEN THANX to Monster Vacation for Booking me a 4 days/5 nights at Holiday Inn Club Vacations at Orange Lake Resort in Orlando, FL Customer service, was friendly, even when the call disconnected I was able to pick right back up based on the notes, they took! Update, reminder, emails, texts, made it easy!!!!! No blindsides, everything was discussed upfront & happened as they told me... As someone who frequently visits Orlando, I honestly thought I had done enough research before booking this stay. I expected a nice resort, but what I did not expect was to be completely blown away by the size, amenities, and overall experience. When people say this property is massive, believe them. At over 11,000 acres, this is far more than a resort--it's a destination all by itself. In fact, once we arrived, we realized there was absolutely no need to leave the property. ‍ My daughter and I planned this as a staycation, and what we thought would be more than enough time--from Tuesday through Saturday--turned out to not be nearly enough. By checkout day, we were already talking about when we could come back. The pool areas alone could keep a family entertained for days. Between the lazy river, splash areas, multiple pools, and water features, nothing ever felt overcrowded. There was always space to relax, play, and enjoy the Florida sunshine. One thing we loved was how much there was to do beyond swimming. We enjoyed karaoke nights, arcade games, movies under the stars, beautiful walking paths, and family-friendly activities throughout the resort. The resort's QR code system made it easy to stay updated on daily events, dining specials, and entertainment offerings. Getting around was also incredibly convenient. If you don't feel like walking, the resort shuttle runs regularly throughout the property, making it easy to get wherever you want to go without ever moving your car. We stayed in a newly renovated two-bedroom villa, and it was absolutely beautiful. The accommodations were spacious, comfortable, and well-maintained. One of my favorite moments was enjoying breakfast on the patio while overlooking the golf course. It felt more like a private retreat than a typical vacation stay. Golf enthusiasts will love the property as well. The grounds are stunning, and there are options for both experienced golfers and those simply looking for a fun experience. The dining options exceeded our expectations. The spinach dip at Tradewinds was delicious, and the tacos at Breeze were a family favorite. Having multiple restaurants, snack bars, and poolside dining options made everything convenient and enjoyable. As a parent, I also appreciated seeing security throughout the property and how well everything was maintained. The resort felt safe, clean, and family-focused from the moment we arrived. If you're looking for a place where you can truly relax, reconnect with family, and enjoy countless activities without ever leaving the property, this is it. We came expecting a nice stay and left wishing we had booked even more time. The GOLDEN girls will absolutely be back. read more

Our recent family vacation booked through Monster Reservations Group exceeded every expectation and created memories that will last a lifetime. We stayed in a beautiful two-bedroom villa at Holiday Inn Grand Vacation Club Orange Lake in Florida, and from the moment we arrived, the experience was exceptional. Check-in was fast, warm, and welcoming. Within minutes of arriving, we received a text message connecting us to our personal Vacation Navigator, who was available throughout our stay to assist with questions or concerns. That level of service immediately made us feel valued and cared for. Although the resort is conveniently located near the main highway, you would never know it once you enter the property. The atmosphere feels more like an international luxury resort tucked away in its own private paradise. As we made our way to our villa, we were delighted to see deer crossing the road--an unforgettable moment that brought excitement and wonder to our children and grandchildren. When we opened the door to our villa, we were genuinely impressed. The accommodations were spotless, beautifully decorated, spacious, and thoughtfully designed. The fully equipped kitchen made it easy to prepare meals when we wanted to, and having a washer and dryer complete with laundry detergent provided an extra level of convenience that made us feel right at home. What truly sets this resort apart is that everything has been carefully planned to create a stress-free and memorable vacation experience. There were endless activities and amenities available for every member of the family. Golf carts were available for getting around, along with exciting water activities including jet skis and kayaks. The resort offered multiple dining options, a beautiful lazy river, game rooms, a convenient market stocked with groceries and toiletries, and even an onsite lounge where adults could relax and enjoy some well-deserved downtime. One of our favorite conveniences was the scheduled shuttle service, which allowed us to explore the expansive resort without ever needing to drive. The resort also offered discounted tickets to nearby attractions, making it easy to experience even more of what the area has to offer. Every detail seemed expertly thought out--from the accommodations and amenities to the customer service and convenience. Monster Reservations Group helped us book a vacation that was relaxing, exciting, comfortable, and truly unforgettable. If you're looking to create meaningful memories with your family while enjoying the comforts of a luxury resort experience, I highly recommend booking through Monster Reservations Group. Thank you for helping us create a vacation filled with laughter, adventure, relaxation, and priceless family memories. read more

***Edit 2 days later. At bottom*** I called in to use my white glove service to change my destination from Florida to Atlantic City in New Jersey. I was given an operator by the name of Frederick. On a previous call with a different operator that I had made, I was told that Atlantic City would work for the time that I asked for. So for this call I asked for Atlantic City. Somehow that got translated to Virginia Beach in a completely different state. Now I'm not looking at a map exactly when I'm being told something and I understand that places in different states have similar names or names of other locations. I didn't think to question that Virginia Beach is close to or around Atlantic City. Never been there before. Wanted to go. After confirming the details of the trip of Virginia Beach and at the end being told congratulations! Hope you like Virginia and me saying you mean New Jersey right? And kind of getting a laugh of. Yeah that's what I meant. I get the confirmation that it is actually in Virginia. I call after getting that confirmation email a day and a half later. After being told that I would be reviewed, I'm told by "superiors" that because I said okay to the destination, he said that I would have to pay for another White glove service to be able to change my destination and then I could get the destination that I originally asked for. Pay again to get the destination that I wanted to go to? Not satisfied with this process whatsoever. Not satisfied with the service that I got. Not satisfied that I somehow wanted Virginia Beach and not Atlantic City in a completely different state. Whoever Frederick is needs to confirm destination or some type of training because I don't know how you get Virginia Beach from Atlantic City. Good day. ***Edit 2 days later.*** The above happened over the weekend. At the start of the week Tariq B. responded to my situation. I am pleased to report that I was given excellent care with my unfortunate outcome. Not only did they fix the mistake of wrong destination, but offered a way to to immediately reach out if my reservation had any issues day of. I'm confident this was just a one off negative result and not a common occurrence within their team. Thank you Tariq And give my best to Frederick. Mistakes happen‍ and I'm partially at fault for not confirming the area again. read more

Just booked my first trip for December 2023, which is always a timeshare sales presentation. That trip must be taken before you can use your package. That took quite awhile to book as the sales destinations were too far away for a three --four day trip, or was booked up. And usually each month, there is only one or two places that you can go for the presentation, not where you would want to travel. I wanted something that was a few hours travel rather than flying somewhere for short trip that was going to be cut shorter by attending a sales pitch. And while on the sales presentation part, I was booked into a 2 star hotel when I will be asked to purchase a several thousand dollar timeshare? I am staying somewhere that I would never have booked on my own, yet here we are. I will get the hotel reservation fee back at the sales presentation, but still required to pay $10-$20 per night resort fee/taxes. And for the cost with the "White Glove Service" (totally optional, $99 per booking). I could have booked somewhere better for almost the same cost. It's a bad customer service mistake, especially if coming from the timeshare seller. I purchased two separate travel packages from Monster and was told more than once that I would only need to take ONE timeshare sales presentation package to unlock travel on them. That was not correct, I must take a sales presentation for each of them. Monster: I will be happy to give you the dates I was on the phone if you would like to fact check me. Be sure to ALWAYS ask what the total charge is being placed on your card before approval. Monster charges 9.5% service fee on credit card transactions, after the original purchase. And ask for the transcript number when they tell you that you are being recorded to protect you and them. I think there needs to be some better transparency, both internal and external. Folks seem friendly and attentive to your needs when you call in. But if your call gets transferred, listen to things carefully. One of the brighter spots has been my interaction, via phone with Nicole. She was informative, upbeat and answered all my questions (expect the one you always think of after answering the phone). I left the review at four stars because of her. I am optimistic that once the timeshare part is over, it will be blue skies and smooth sailing moving forward. read more

What I was informed was a 5 resort was actually worse than a Motel 6. We were informed by the front desk of The Sports Illustrated Resort in Cap Cana Marina in the Dominican Republic, that our rooms AC was cut off for not signing up in time for the Time Share Presentation. We arrived at 11:30am, well enough time before check-in to accommodate them. The attendants were not available before 3pm check-in. We were confronted for not signing up for the presentation the next day and I informed them that it appeared to be a "them" problem and not a "me" problem as I was promptly available. The next day at 6pm our water was shut off in the room. I called the front desk and asked for assistance and was ignored. 2 hours later I received a call from the front desk asking how the water was. I informed them that maintenance never showed up and I am not a certified plumber to inspect plumbing issues. An hour later I went to the front desk to see where the manager was and was escorted by the Security Guard and front desk personnel back to my room to inspect the water. The water worked and I was given looks like, I am crazy. I asked if there was an issue with the plumbing, and I was looked at like all of a sudden they didn't speak the same language and didn't understand my question. I asked again about my AC being cut-off and was told the entire facility had a power loss. I didn't lose power, I lost Air Conditioning in the Dominican Republic in the middle of August! Don't piss on my boots and tell me it's raining out.. This is far from the "High End, Professional" company I was led to believe. DO NOT FALL FOR THEIR SCAM!!! ALL-INCLUSIVE has a different meaning. I called Monster Travel who told me to have the resort deal with it because there was nothing they could do. The front desk of The Sports Illustrated Resort in Cap Cana Marina Dominican Republic told me to contact Monster Travel as there was nothing they could do. No replacement location, no refund, no cancelation of our stay without receiving a PENALTY, no assistance whatsoever by either company! Is this what someone should expect from a company? No washing machines for laundry. No microwave. I will be reporting them to the BBB for deception and false advertisement of what they offer. read more

I am writing to formally commend Ms. I am writing to formally commend Ms. Terrell Davis for her exceptional service and high professionalism. During our interaction, Ms. Davis demonstrated an elite level of expertise, making the entire reservation process remarkably clear, transparent, and seamless. She is an absolute asset to Monster Reservations, projecting the exact corporate excellence and customer-centric focus that businesses strive for.While my current schedule does not immediately permit me to finalize a booking, Ms. Davis has single-handedly ensured that when my availability opens up in the near future, she is the only representative I intend to work with.Furthermore, her natural leadership qualities, command of the product, and stellar interpersonal communication make it abundantly clear that she belongs in leadership. If she is not already serving in an executive or managerial capacity, I strongly advise leadership to consider her for promotion. Employees of her caliber are rare, and she deserves to be leading a team.Thank you for your time, and thank you, Ms. Davis, for an exemplary experience.Sincerely,Ron Brown Davis for her exceptional service and high professionalism. During our interaction, Ms. Davis demonstrated an elite level of expertise, making the entire reservation process remarkably clear, transparent, and seamless. She is an absolute asset to Monster Reservations, projecting the exact corporate excellence and customer-centric focus that businesses strive for.While my current schedule does not immediately permit me to finalize a booking, Ms. Davis has single-handedly ensured that when my availability opens up in the near future, she is the only representative I intend to work with.Furthermore, her natural leadership qualities, command of the product, and stellar interpersonal communication make it abundantly clear that she belongs in leadership. If she is not already serving in an executive or managerial capacity, I strongly advise leadership to consider her for promotion. Employees of her caliber are rare, and she deserves to be leading a team.Thank you for your time, and thank you, Ms. Davis, for an exemplary experience. Sincerely, Ron Brown read more

My experience with Monster Reservation Company was nothing short of a scam. The reservation process turned into a nightmare due to the deceptive practices of their agents. I had planned a family trip to Myrtle Beach for five people, but the agent misled me by stating that the reservation was only for four individuals. However, she claimed to have a solution: if I booked a reservation for another location like Orlando, I could later transfer the accommodation to Myrtle Beach and include all six people. Of course, this came at an additional cost of $99 on top of the $150 final price. Skeptical but hopeful, I asked the agent if this transfer option was guaranteed. She confidently assured me that it was indeed possible. Relying on her word, I proceeded to make the payment of $260. However, when I called two days later to initiate the transfer to Myrtle Beach, I was shocked to hear that it couldn't be done. Not only would I lose the $99 insurance fee, but I would also need to pay another $99 if I wanted to change the time or location to avoid losing my initial $150. To make matters worse, the agent had also deceived me regarding the location of the alternative destination. I was told there would be a nearby beach in Orlando, but in reality, the closest beach was a 25-minute drive away, and it was merely a lake infested with alligators. When I tried to address these issues with Monster Reservation Company, they showed no remorse and seemed content with their deceptive practices. Upon speaking with a supervisor, I was informed that I couldn't prove the conversation had taken place or dispute the matter with my bank. Apparently, the company only records the agreement to pay and go to the chosen location, conveniently neglecting to document the preceding discussions. In conclusion, my encounter with Monster Reservation Company was an utter disaster. Their agents deceived me at every turn, promising transfer options and misrepresenting the locations. The company's lack of accountability and refusal to address the issue left me feeling scammed and cheated. I strongly advise against using Monster Reservation Company, as they seem to have no qualms about deceiving unsuspecting customers for their own gain read more

The woman who booked my trip, Kayla, was absolutely kind, thoughtful, and informative. If I was rating her solely, it would be a five out of five, My debit card wouldn't go through due to lack of funds so I had to call my girlfriend to use her card. She was at work and unable to respond. Kayla offered to call me back within the half hour. My gf called and gave me the numbers over the phone (I did not have the hard copy) to pay for the trip. In my haste I accidentally erased the CVV number after taking it down in Notes on my iPhone. I didn't realize it I began giving the numbers to Kayla. Thus, I had to rewrite my gf to ask again. I was completely at fault and Kayla mentioned she'd need to get a manager on to see if my spot could be held. Suddenly- as Kayla was mentioning getting a manager- one barged in on the call literally screaming ""We're not holding this spot for you. We're not waiting another day just for you! You need to use your debit card NOW!" and man, did she emphasize the 'now'. I was shocked and actually stuttered in my nervousness "I-i, I can't. There aren't enough funds on it." "RANDI", she yelled, "Do you want to lose this? Do you want to lose this spot? GIVE ME your debit card number! Have your gf transfer the money to your bank when she gets home from work. Seriously, do you not get this?!" She spoke to me as if I was the stupidest person on the planet.. When I mentioned that Gail would call within 20 minutes, at 4:30 EST at 4:30 was in an hour and 20 minutes. Kayla and I both explained that I live in Massachusetts and at the time of the call, it was 4:10 in Massachusetts and an hour earlier where they were calling from. Shield again that I was going to lose the promotion unless I used my own debit card which, as I stated before, does not have enough money in it. She told me I HAD to use it anyway, and my girlfriend could transfer the money to my bank. I said that I would get an overdraft fee and having zero dollars in my bank would cost me each day. That transfer would've at least taken until tomorrow. I told her it was easier to just wait the 20 minutes and could Kayla return my call and we'd book with a different card. She got louder. "OK, I'll give it to someone else. read more

I am beyond disappointed in the customer service I have received from MRG. The booking agent "sold the moon and stars" to get me in the deal: I'd have excursions, airport transportation, and the option to cancel within 30 days if I'm not pleased with the accommodations offered. Of course when I call to reserve my first trip, the "moon and stars" were no longer on the table. In fact, the booking agent I spoke to for 22 minutes on November 5, 2020, at 2:12 p.m. talked to me in such condescending fashioning regards to how I could possibly think I would receive such accommodations for only paying $299 for six trips! Well if you retrieve the 56-minute conversation on Tuesday, October 27, 2020, at 10:02 a.m. between myself and your salesmen, Alan, you will hear the gentlemen stating the above items mentioned. Additionally, you will also hear the finance representative tell me that Alan shouldn't have told me the package couldn't be canceled within 30 days, but she'll let me in on a little secret: since I booked with a Discover credit card, I could still cancel it because Discover honors customer disputes. It was also with this agent that I was offered trip protection for $150, which I declined. In turn, the representative offered the trip protection for $75 and even threw in a six-day cruise! So I agreed. What changed my mind about this whole situation is the condescending tone the agents took with me when booking and the misleading sales tactics. Lastly, when I attempted to cancel my membership altogether, I was appalled at the outcome of the conversation I had with your agent. Regardless of what little amount I paid, I deserve to be treated with respect when speaking to your representatives. The representative I spoke with for 16 minutes on November 7, 2020, at 11:24 a.m. was absolutely not professional. The conversation went from her being empathetic, to condescending, too facetious by the end of the call. While I'm satisfied with having my money returned to me, it is my hope that your supervisors review my conversations with your employers to utilize them as coaching opportunities as to how to professionally engage with your customers. read more

Monster Reservations Group ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ ⁩ View all Monster Reservations Group 4.8 (24.8K) Travel agency in Socastee, South CarolinaOpen OVERVIEW SERVICES DIRECTORY REVIEWS PHOTOS ABOUT Reviews from the web 4.8/5Facebook · 3,451 votes Google review summary 5 4 3 2 1 4.8 (24,831) Reviews All spoke325 customer service representative183 timeshare173 confirmation108 +6 Sort by Most relevant Newest Highest Lowest Sandy Ruiz 2 reviews just now NEW Fantastic customer service with Elizabeth Brock who helped me with last minute booking questions n availability...she extended herself and resent me all in writing regarding my package...great experience!!! Vanessa Stephens 1 review·7 photos 2 months ago Monster Reservation was everything. Everyone provided excellent service, whenever I called for help. All were professional, helpful and knowledgeable. I even got help with the immigrant form needed for Dominican Republic (DR). The ... More Photo 1 in review by Vanessa Stephens Photo 2 in review by Vanessa Stephens Photo 3 in review by Vanessa Stephens Photo 4 in review by Vanessa Stephens +4 8 Bruce Gilreath 1 review·2 photos 3 days ago NEW The agent was very professional and polite as well. I had a concern about the type of room being booked. Tracy Easterly contacted the resort to confirm that the room was what I wanted. Tracy followed up with me which I greatly appreciated. You are fortunate to have someone of her caliber on your team Photo 1 in review by Bruce Gilreath Photo 2 in review by Bruce Gilreath 2 Pamela JC Becker 13 reviews·2 photos a week ago NEW Jacob W. glad he called today he sold me on a package but I will get it done next month which is fine. Great customer service. I love when I experience genuinely kind customer service. Thank you Jacob W ... More Photo 1 in review by Pamela JC Becker Photo 2 in review by Pamela JC Becker 3 Sandy Ruiz 2 reviews just now NEW Fantastic customer service with Elizabeth Brock who helped me with last minute booking questions n availability...she extended herself and resent me all in writing regarding my package...great experience!!! read more

I am writing this review to express my sincere appreciation for Tracy D's outstanding assistance with booking my vacation. Tracy D's professionalism, attention to detail, and exceptional customer service made the entire process seamless and enjoyable. From our initial conversation, it was evident that you possess extensive knowledge of the travel industry and are committed to ensuring a memorable experience for your clients. Your expertise in suggesting suitable destinations, accommodations, and activities truly exceeded my expectations. I am particularly grateful for your patience in addressing my specific preferences and requirements. Your dedication to finding the perfect vacation package that aligned with my budget, travel dates, and desired amenities was truly commendable. You took the time to listen attentively to my needs (and I had a lot of them ) and offered valuable recommendations that made a significant difference in shaping my vacation experience. Furthermore, Tracy D's prompt responses to my inquiries and timely follow-ups were greatly appreciated. You provided clear and concise information, promptly addressed any concerns, and guided me through the entire reservation process with professionalism and efficiency. Thank your Tracy D for your efforts, I can now look forward to a well-planned and exciting vacation. I am confident that the arrangements you have made will exceed my expectations and create lasting memories for my upcoming 50th Birthday. Tracy D, I am truly grateful for your dedication, expertise, and exceptional customer service throughout this entire booking process. You have set a benchmark for excellence in the travel industry, and I will not hesitate to recommend your services to friends, family, and colleagues who may require assistance with their travel plans. Once again, thank you for your invaluable support and for going above and beyond to ensure my vacation is everything I hoped for. I look forward to sharing my positive experience with others and, of course, to enjoying a fantastic vacation. Wishing you continued success in your career and many more satisfied clients. Ramone Kegler read more

Monster Reservations, you all should really be proud to have such an honest, trustworthy, professional, and reliable employee like Candice Bowe. I have spent well over xxxx.xx amount of money into this company, and I've NEVER been satisfied with or understood what i invested that money in. I could never get someone on the phone who could help me break down my package and understand my options or have anything that I wanted. I was highly upset!! My intentions were to get a complete REFUND by any means necessary. I WAS DONE!! Well, that was until I spoke to Candice. She tickled the life out of me because when I aggressively approached Candice and told what i wanted. She let me get out all that i wanted to say ( this is my public apology to you as well, Candice. I'm an old butthole and shouldn't have spoken to you that way. I hope you get to see this review. I sincerely apologize), then she said to me, "No, Sir", I guess it's the way she said it that just broke the ice, and we both had a moment of laughter. But at the end of that call, Candice helped me understand what i purchased and why I purchased it in the first place and really made me forget why I wanted a refund. I forgot that I was mad because of her. She couldn't find the trip that initially wanted (which is why I was so upset in the first place. You guys always seem to not have what I want) Well, anyway, but at the end of the call, Candice had me planned for a beautiful All Inclusive anniversary trip to surprise my wife with in 2026. Never thought we'd be doing something like going to Dominican Republic, but thanks to Candice, we are. Again, Candice Bowe, I do apologize for my behavior and language towards you, and thank you for being so polite and an angel. Honey, you serve more than stars if you have to deal with customers like me often. BUT since that's all I can leave is 5, can yall figure a way to triple this one for her? Thanks Candice. I hope your just a forgiving. Happy Holiday and New Year to all!!! read more

The hotel was far worse than we expected. Before our vacation, I reached out with a couple of questions so we could make an informed decision, but I never received a response. When we arrived, we discovered we had been placed in Tower 2, which is across the street from the beach and in noticeably poorer condition than Tower 1. Had we known ahead of time that we would not have direct beach access and that our accommodations would be in the older, run-down building, we never would have chosen this resort. What has been even more disappointing is how obvious it is that guests staying through Monster/Capital Vacations are treated differently. Every question we ask the hotel staff is redirected to Monster or Capital Vacations. The Capital Vacations representative on site told us she couldn't help and handed us an 800 number to call. After waiting on hold for 35 minutes, the representative I spoke with was very kind, but all she could do was promise that a manager would call us back. It has now been 24 hours, and we still haven't received that call. Our request is simple: we'd like to be moved to Tower 1 if possible. Tower 2 is not what we expected from a property advertised as a three-star resort, and it certainly doesn't reflect the experience that was presented to us during the sales process. This is our very first vacation through Monster/Capital Vacations, and after the many conversations I had with your representatives, I expected a much higher standard of accommodations and customer service. Instead, this experience has left us questioning the value of the program. We have purchased 11 vacation packages based on the expectation that the resorts would meet the quality that was described to us. If this is representative of what we can expect, we would have never made that investment. We're not looking for anything unreasonable. We simply want the vacation experience that was represented to us and a timely response from someone who has the authority to help resolve the situation. read more