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Travel By Jen

2.8 (447 reviews)
Closed 10:00 am - 8:00 pm

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Them claiming to offer a refund (but I Donot trust them at all) if I drop my dispute or I else I would lose my dispute.
Anthony W.

Honesty, respect for all but especially us senior citizens is needed by this travel agency. Nick Paone (our alleged travel agent) is a piece of work and after our horrible Costa Rica trip back in March 2025; I've reached out during and after the trip and still no resolve and it's April.26th, 2025. I made contact via numerous email messages to Nick, as soon as we arrived in Costa Rica, all during our stay there. We were supplied with a compact vehicle instead of a well needed Jeep (like other more privileged customers of Travel by Jen that we meet there at the car rental location). There's nothing but winding roads and mountainous terrain and that vehicle barely made it. We were told it our be like paradise; not the places we were sent to. In spite of the journal I sent him during our horrific experience, no appropriate action taken to eased our pain. We were involved in a road rage incident right in front of the hotel, in spite the fact that Nick assured us that it was totally safe. When we returned, the complaint continued because it was as if they swept it all under the rug (so to speak). He told me my concerns were forwarded to customer service and it was out of his hands. Well customer service is the co-owner Jennifer (from the Travel by Jen namesake). I explained every single I'll-experience we encountered to her, and of course she tried to justify every single problem we brought to her/ their attention with ~ she was just there earlier this year, end of last year and it was all fine and dandy". Not where we were placed; we had to move to 3 different rooms and the last room, kept us up every single night due to the plumbing noises and the AC unit sounded like a helicopter hovering over us. We also wasn't aware of having to drive over 12 hours driving, paying at least 10 tolls and parking fees. We've been waiting and I sent emails illustrating how many times I had to reach out to Nick as if we were being ignored (which I know for certain, we were). It's been approximately 31 days to date, we've been back and we are still waiting. Listen, the only time we began actually getting their attention was when I filed a formal dispute with my credit card company. Then they responded immediately all of a sudden with threats of lawsuit of Theft of Service(s). They design their contracts to trap/ trick customers, forcing us to have no recourse but wait on them, to resolve said situations that arise. We would NEVER EVER use Travel by Jen (did I say NEVER?) again. You have the absolute right to file a dispute with your credit card company; just document everything even their threats after you make your dispute. If your experience isn't as advertised (or what was told to you by your travel agent) then it is "Service received was not as advertised". They had the nerve to tell us, "we get what we paid for" (guess that means, disrespect, idle threats of being sued for exercising your rights and being ignored with unresolved issues). THEY ARE A TOTAL NIGHTMARE. I don't even want to give them one star - but I have to or it won't get posted.

View from Arenal Observatory Lodge trail
Sasha R.

I was very nervous after seeing the other reviews on Yelp, but we actually had a great experience traveling to Costa Rica through them. The website is terrible and customer service is so-so but that's the tradeoff for the amazing deal. We worked with Nick who I will admit wasn't the most friendly customer service person I've ever met, and at times it felt like he just wanted to get off the phone with me, but he did get the job done. He had personally done this same Costa Rica package before so he was able to make a suggestion to adjust our itinerary and we ended up changing the airport and removing the San Jose destination for more time in the other locations. In Arenal, we upgraded the hotel from the basic one to Hotel Mountain Paradise which was totally worth the extra cost. We didn't upgrade in Samara and went with the basic option, Hotel Sol Samara, which was fine and the staff were great but it's out of the way and very basic, if I did it again I would probably upgrade that hotel too. The base price is so cheap I think it isn't too hard to swallow the extra for a nicer stay, but that's just me. Nothing went wrong with an of the flights or tours or accommodations so we never had to contact Travel By Jen during the trip, fortunately. It seems like that's what people had the most complaints about. I will say that I did plan very meticulously and I mapped out all of our locations and the timing, and I contacted the tour companies for details and confirmation via WhatsApp in advance, which I'm sure helped to avoid any mishaps. All in all, it was a relatively easy process to book, and an amazing price for a wonderful trip! I don't regret a thing.

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4 months ago

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1 year ago

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Jenny P.

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2 years ago

Great help with our trip planning. Everything panned out as expected in Costa Rica. We were really pleased

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Review Highlights - Travel By Jen

It seemed odd, so I reached out to Samantha, who responded immediately and told me it looked like a scam.

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Travel By Jen - travelagents - Updated May 2026

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