I am writing this review to warn future customers against using Vacation Express. Due to circumstances beyond our control, our journey began with significant travel disruptions. Our original flights from Dallas to Houston were delayed multiple times, ultimately resulting in a cancellation for the evening because the airline was unable to secure the required flight attendants. Immediately after the cancellation, I contacted Vacation Express to notify their team and request assistance. I specifically asked that our airport transportation be rescheduled and inquired about compensation for the missed night, as we had already paid for accommodations we could not use. I was assured that these matters would be handled and that a review for a partial refund would be initiated. However, during this process, our entire reservation appears to have been mistakenly canceled/mishandled in their system. When we checked our Hilton reservation via the app, it was no longer visible. Upon contacting Vacation Express again, I was reassured that our booking was still active and that everything was in order. Unfortunately, this was not the case. Upon arrival in Cancun, we discovered that our transportation provider (Nexus) had no record of our transfer. Despite being told by Vacation Express that the arrangements had been communicated, Nexus representatives confirmed they had received no such update. We were left waiting for approximately one hour before transportation was reluctantly arranged due to the situation. Upon arrival at the Hilton Mar Caribe, we encountered an even more serious issue: the hotel thought we were a no show, and had no room for us. We were told that we did have a reservation, but this was clearly not the case, and they were trying to cover themselves. While I appreciate them accommodating us, I do not appreciate or accept being lied to. Clearly, something happened with the reservation or the room would have been ready or at least near ready. I again contacted Vacation Express and was told I would receive a return call; however, that call never came. As a result, my family waited over three hours before a room could be secured. Our family paid a lot of money for this trip only to be disappointed time and time again. These ongoing issues indicate a clear breakdown in communication between Vacation Express, Nexus, and the Hilton Mar Caribe. Additionally, due to these disruptions and the initial cancellation error, we missed our scheduled excursion to Chichen Itza. The first two days of what was meant to be a relaxing, all-inclusive vacation were instead stressful, disorganized, and far below the standard we expected when booking through this company. Upon returning home, we worked with all 3 companies, and none of them granted us a refund for any portion of the trip. read more

Be AWARE!!!! Terrible customer service. Won't release travel credits back to airlines if partially used to rebook a flight. Just tell you it's policy. Have to rebook with them. Can't make changes or there are fees. Just poor way to run a business. Don't use. read more

If I could give zero stars, I would. I booked a group trip through a travel agent using Vacation Express and purchased their Vacation Protection Plan Plus (VPP+), believing it would offer peace of mind if anything changed. The entire trip was canceled months in advance, and no one in our group traveled. Despite this, I was told the $198 I paid for two unused protection plans was non-refundable. No travel occurred. No services were rendered. And yet I'm being charged for "protection" that protected absolutely nothing. I followed every step, contacted the travel agent, escalated the issue, and even pointed out their own Terms & Conditions, which don't explain why a refund can't be considered when no trip happens at all. Instead of taking accountability or offering even a partial refund, Vacation Express continued to deflect responsibility. This experience has been exhausting, unprofessional, and completely anti-consumer. I would never recommend Vacation Express to anyone planning a group trip, or any trip at all. I've since escalated this to the Georgia Attorney General's office for further review. Please do your homework and avoid this company if you value transparency and basic customer service. read more

They lie to customers and tell then anything just to get thier business, I booked a trip to Costa Rica a week ago and I was told that the resort that we booked with was 30 minutes away but once we got the airport in Lineria we to hit with the reality that the resort was really over 2 hours away. Once getting to the resort we found out that their was NO Ac in the living area only in the room after riding 2 hours . My review with the horrible resort will be posted on their site right after i write this review. I'll never book with this place again NEVER !!!!! read more

Vacation Express - The actual photo of the resort we stayed in - Travel Services Near Me - Atlanta, Georgia

Terrible experience with Vacation Express. Poor communication, we ended up having to pay out of pkt $450extra for an additional day b/c they had our check out, and flights on different days. Paid $200 for cab b/c they switched flights, and did not provide transportation (when they advised they would)This trip was in August still waiting for refund in Oct. Definitely wouldn't recommend using this company. read more

Had a previous booking with them via my travel agent that went smoothly. This last booking, not the case. My travel agent ended up hospitalized and asked me to reach out to this scam of a company to retrieve my documents. Each time I called or emailed the answer was the same, " Your booking agent has to cancel it." I kept mentioning that she was hospitalized and unknown when she'd be released. Now I'm at the point I just want to cancel and a refund. You have been warned; they will give you the run around to try and keep your money!!!!!! read more

Horrible horrible company. Criminal, liars, pushy sales and charged my card extra $$ ( for services they didnt provide) Then LIED when it was disputed! Total nightmare! DO NOT BOOK with them! read more

Don't do it! You'll be sorry. I booked a hotel reservation with them on 8/15/2022 at a Jamaica resort. Paid the Vacation plus insurance for $278.00 which included our 100.00 deposit for room. Didn't realize I can go straight to the hotel website and book a better room for 400.00 less and don't need insurance because they asked that I cancel 1 day before without penalty and my credit card wouldn't be charged until I arrived at the hotel. Cancelled with Vacation Express 15 minutes after booking with them and lost the insurance money, but they said they would refund 100.00 (I pray they send it). I understand, but darn it - it was only 15 minutes later. Do your homework before making any reservations with them. I didn't. You will be sorry if you do not. read more

I understand I pick the hotel which was rated 4 stars and a choice by Vacation Express. Here is the description given by Vacation Express I attached a screenshot for your reference. First had NO idea there was even an in destination team, was never informed of that that might of helped us figure out the correct time for our tours. I kept being told the sunset cruise left at 11:10 that it was a 4 hr tour we would walk shop and eat that was actually the camel ride which we barely made was told nexus would take us to our excercusions look for orane shirts that was not even who took us. Was never informed when booking the excercusions that we would have to pay for transportation to the sunset cruise resort informed us that would be 80.00 for round trip transportation.  The description of all inclusive states 7 restaurants no reservation needed the buffett was open everyday it was nasty recycled food from the night before with flies and birds all over the food. It was cold despite being in a warmer everyday but one they were out of bacon. The other restaurants the grille the mexican restaurant and italian if one was open the other 2 were not. Managed to be the first ones at the mexican restaurant the last night had we got there 30 min later we would not have been able to get a table because everyone there was trying to get into 1 restaurant first ones seated we waited 1:15 min to get our food while all those seated after were already served. Took 1 bite and it was horrible got up and left. The asian retaurant to get in you DO need a reservation they open at 3 just to take reservations got in line at 2 to get the reservation at 3:15 the line of people was told they would not open for the day. 24 hour access to food is a lie EVERYRHING closes down at 10:30 or 11:00 and the place that is open till 11 is sold out of food by 10:00 and does not prepare any more. As far as nightly entertainment they played a movie at the pool 1 night we were there. There was no other entertainment. Fully stocked bar consisted of 2 beers 1 soda and 2 waters. I booked this resort from your site afterseeing all the things VACATION EXPRESS advertised that the resort had and most of what was untrue and read more

Vacation Express - Travel Services Near Me - Atlanta, Georgia

I wouldn't bother with this Co. if I were you. My Travel agent booked a all inc. vacation for us & it's turned out to not be a all inc. at all. It stated that it was. We tried to call & get deposit back & they hung up on my agent & they told me that everything had to go through my agent. This Co. will deceive you on what is really true. Wish I could give them no stars. William Kivett read more

Travel agency: Vacation Express is the worse in customer service. I purchase a seven day trip to Cabo San Lucas. I booked a villa suit at the chosen hotel and when I arrived they gave me a basic room. When I tried to complain to hotel I was told to address my concerns with travel agency "Vacation Express" who I had made my reservation. To make a long story short, I filled a complain with Vacation Express and they just refused to provide refund or even address my concern in a timely matter. **Stay away from Vacation Express read more

Traveled to Jamaica this year, for my first time. Had 2 hotels booked and was assured that they were ADA compliant and all the necessary equipment was prepared. Not only was that not true, but customer service has not followed through with my complaint for months. I was left stranded with no response from their travel team the entirety of my stay in Jamaica. I didn't even have a functioning shower at the second location. The only attempts made were basic emails and once the hotels lied in their response, this company would accept that response and not follow up with any of the provided evidence. I have made multiple attempts to get help, and requested partial refunds. Nothing has been done and every time I contact them it's like starting from square one. Very dissatisfied, I would not recommend this company. read more

This is the worst travel agency out there. We booked a handicap accessible Oceanview room only to get to the resort and find out there are no Handicap Accessible Oceanview rooms. We were stuck in the back of the resort where we had to deal with lizards in our room, mosquitos galore, slick showers which resulted in two falls. My parents had a mouse in their room that chewed through the creamer. We have been in contact with them and what they offered was $50. I didn't get the vacation I paid for and cannot get them to do anything about it. read more

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Do not use. Book yourself. People should know that the vacation express system does not sync with the airline. we arrived at the airport only to find out that my mother was not on the flight manifest for our trip. The airline said the flight was full and she was not on the flight. Vacation express said that she was on their end. The representative told us to buy a one-way flight and they would work on the return flight and vacation express has refused reimburse us for that flight. You would be much better off booking on your own so that you control your documents and confirmation. read more

Reservation 2191410 has been the worst... Reservation 2191410 has been the worst experience thus far since my 20 years of traveling overseas or domestic. Please do not book with vacation express as if there's a death in the family or an emergency they will brush you off, not answer your emails and not refund you. You are wasting your time and money. Please use other sources of travel platforms other than vacation express. They have the worst customer service and horrible feedback along with everything else! read more

Fraud alert! Fraud, fraud, fraud! I booked a trip through Vacation Express and paid for private transfers to and from the airport. I received my private transfer from the airport. It was great. Before the transfer I enrolled in the text service to confirm my return. Then, at 8am on the first day of my vacation, some jerk called me, over and over again until I answered, and wanted me to walk 3.4 KM to come meet him before noon to arrange my return transfer. No. I told him no. I'm fine with the transfers that *I paid for* and booked with my trip on vacation express. A few days before I left, I checked in with the jerk, to make sure my transfer was in place. The jerk said that I needed to confirm the day before. Seriously, why? To reiterate, at this point, I was on a vacation express charter flight, and I had paid for private transfers, and I now have a jerk harassing me. I'm like I just want what I paid for. But, I was worried, so I walked the 6.8 km round trip again to check in and verify. He was busy, said he'd call me. I didn't get the call. I texted, are we confirmed? He said, I need you to take a bus instead of the private transfer. I said, no thank you, I paid for private, I'll keep my private transfer. He said ok. The next day, at checkout, I'm sitting in the lobby waiting, and I see a bus has been there for a long time... I wondered... could they be here for me? My transfer is late... Turns out, yes, I'm on their list, there is no private transfer coming for me, the Jerk put me on the bus without telling me. So, I called them to complain, I even went full Karen on them... the jerks offered me a $50 excursion credit for my time in Mexico, after they screwed me on my *return to the airport*. I told them this, they stopped taking my calls. Fraud, fraud, fraud. I paid for a service I did not receive. read more

Vacation Express - Text exchange with vacation express part 1. - Travel Services Near Me - Atlanta, Georgia

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We booked a group trip to Jamaica and had to cancel due to the increased Covid cases and the Restrictions set by both Jamaica and the United States. Vacation Express refused to provide a refund, stating that all the money from the deposit was used to book the flight. They stated that we now have a credit with Southwest Airlines but never provided a certificate or reference number to book flights. It is by far the worst experience I've ever had with a travel agency. I would stay far away from VE as they do not represent the customers best interest; only their own. Do yourself a favor and used ANY other travel company. read more

I wish I would have read these reviews. I paid this company over $3,300.00 for a trip that looks like it will not happen. Their customer service is horrible. Save your time, money, and energy and go with someone else. read more

Would leave 0 stars if I could. Terrible company, terrible staff, terrible morals. They only offer one insurance on their site & then when you have to cancel due to illness they tell you you should have bought the other one. Paid them over $1,000 & will not be getting a red cent back. thank you for the life lesson. read more

Paid EXTRA per person for a Deluxe Ocean View Room. The room had absolutely no ocean view but a view of roofs, the pool and some palm trees. The resort told us "oh well you get what you get." Refused to refund any of our money and told us that we paid Vacation Express for the room and not them so our beef is with Vacation Express. read more

Vacation Express - No Ocean View - Travel Services Near Me - Atlanta, Georgia

On hold with this agency for the 4th time in 4 days trying to make the final payment for a trip scheduled for next month. After the airline canceled our trip, and despite the fact that we have travel insurance, they failed to apply half of our credit and are now kicking the can to various departments insisting we owe more than we do, and no one we have spoken to is using the same math! This has been hours of my and my travel agents personal time for a mistake that they made. I am Livid! read more

If you are considering booking a trip with an agency, book with anyone other than Vacation Express. Their customer service and communication are non-existent. All they want to do is charge you a lot of money and then ghost you. If you have any issues on your vacation, they are as silent as a cemetery at midnight. You can book your own travel and save yourself the money and the frustration. We learned our lesson the hard way. read more

This company is so hard to get in touch with , you spend hours on the phone trying to get through. we had to re book due to COVID and it was a nightmare, the initial deal included Spirit Airlines (horrible) and we got our flights cancelled and re booked on United! Then to try and get my money back from VAcation Express as Spirit would only refund to VE, what?? It was a nightmare and then after months the money was refunded but to another person in our party, OMG how incompetent are these people??? NEVER AGAIN. I wish I had read the Yelp reviews before we booked, lesson learned. read more

Terrible experience, Yelp is making me write a longer review so I am going to type random stuff. Vacation Express is horrible I regret using them. They are frauds. They stole our money and have terrible customer service. read more

Booked a trip to Cancun for a family of 4 and bought the insurance. READ THE FINE PRINT. Even amongst a Pandemic and travel restrictions I've been told a refund vs. a voucher is not what I bought and exceptions aren't being made. Should I bypass a lawyer and ask for assistance from my State's Attorney General? Doesn't seem right. I'm disappointed. The rep actually told me I sounded like every other person that has called about a refund and that I was selfish for even asking while other customers were in the middle of their trips. Oh and also that instead of calling them I should be home spending time with my kids? WTF? Who says things like this?! read more

After posting a couple of reviews, someone, Carlos, was able to help me with this situation. I have been refunded the booking fees. He did offer to rebook the vacation but it being my 10th anniversary and me not wanting to take the risk my husband booked from a local travel agent. Thanks Social media and Carlos for understanding the situation and assisting so patiently. read more

This is by far the worst company I have ever tried to reach. I received and trip ad for the DR. for $399 from Orlando. When I called to find out about this trip in speaking with Rochelle I was told that the price is not valid they send out this info to get you to call or book. When I asked to speak with a supervisor I was told no one is available. When I asked for the corporate office I was told this is the corporate office and no one is available. All the phone lines go to Jamaica, when I asked to speak with someone in their ATL office I was told I have to keep calling. Even when I called the USA (ATL) the phone went to Jamaica. I would be very careful in booking with this company they appear to be a scam. read more

I read the negative reviews but they have more to do with things OUT of Vacation Express's control. Our experience was very good. Good price, good communication, and everything went pretty much as advertised. I'd use them again. read more

I booked a vacation for last June 2021. I unfortunately had to cancel because my dad passed away suddenly. Thank goodness I purchased the travel credit. On the credit form I received it says to travel by June 26 2022. My husband and I wanted to book our trip for April 27-May 2nd, since that fit in to the time we are aloud to travel with the credit. Come to my surprise out airline credit is only good before April 12th 2022. No where on our voucher does it say this, nor does it say to call for air credit. It just says travel by June. 26. 2022. This may seem like an easy fix to just move our travel date up. But we have young children who need baby sitters, so we have to book around the sitters availability. Not to mention my husband needs a new passport and we haven't received it yet. If I would have know we needed to book by April 12th 2022 I woulf have been on top of his passport months ago. Do not book with vacation express!! read more

Vacation Express - Travel Services Near Me - Atlanta, Georgia

This company is a total scam - currently on my "vacation" where I've spent an inordinate amount of time managing their screw ups. My room wasn't what I paid for (I paid for a particular type of suite, the company didn't reserve it, but took my $$). We booked 2 excursions and the van didn't show up either time -- when we called the "rep" he dodged our calls, tried to blame us, and ultimately told me he didn't care we were displeased. This isn't to mention how my flights were botched. I am terrified that our airport pick up will not arrive so have arranged alternate transportation (at my own cost, transportation was supposed to the included with my "package".) My vacation has been ruined by their incompetence. I will never travel with them and will be reporting them to the BBB upon my return. read more

Worse experience ever. Every time you call they have excuses and don't help you. Every person gives you a different answer. They also changed flights on us last minute and it takes forever to get in contact with them. This is the most unprofessional service I've used and would recommend never using them again. read more

BOOK ELSEWHERE! My family and I booked a trip to the Dominican Republic (Punta Cana) at the beginning of the year. We got wind of the mysterious deaths and people getting extremely ill. This trip would include myself, husband and 2 kids so clearly very concerning. We called vacation express upon hearing news of deaths and again yesterday when another woman passed away just this week at an all inclusive resort. We were told we could not cancel since we are within 30 days but could book another trip at full price. This is on top of the $5,000 we already paid in full. They went on to say the threat level was only a 2 and no issues known at the resort we are going to. I completely understand a cancellation policy, but people are dying at an alarming rate. If this isn't a case for an exception I don't know what is. I'm completely disappointed in vacation express, we are more than just money. We are honestly good people just looking to find a better solution for the current situation. If you are able to cancel please do so, your health and safety is most important. read more

My parents booked a trip to the Dominican Republic to celebrate their 32nd anniversary. However, with the recent deaths in the Dominican Republic we were all very nervous about them going. My mom tried calling Vacation Express directly but did not have any luck getting in contact with anyone. It seemed as though the phone lines were either busy or disconnected. My mom then tried calling the Vacation Express team that works directly with Group On (1-800-470-3711) and she got in contact with Daniel from Atlanta, GA. He was the nicest and most helpful person ever! He was able to reschedule their trip to Jamaica for a few weeks after their original trip. It did cost some money but it was certainly worth it being that they will now be able to enjoy their trip without constantly worrying about what they are eating or drinking. P.S. The five stars are for Daniel not for Vacation Express. read more

I'm really surprised by all the negative reviews here. I, myself, can't say enough about the exceptional service my husband and I had in booking our Cancun vacation. Originally it was a Groupon that caught my eye, but our departure city was not listed. When I called to see if we could fly from our home airport it caused the price to be much higher. At that point I was ready to hang up and continue my search online but the rep asked me what my budget was and when I told her she replied, "I can definitely find something like that for you." Needless to say we had the best time. An all inclusive resort, no-fuss transportation to and from, and a direct flight. Highly recommend!! read more

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My husband and I booked a trip through a travel agent in December 2023 for a trip to RIU REGGAE in July 2024. After fully paying over $5000 we get a call that vacation express put in the wrong hotel and they need to put us in Riu Montego . We did not approve of this because first of all it's not what our hard earned dollars paid for and second of all at the Riu Reggae you can walk over to other beaches and since this was not our fault are u going to see to it that we can walk over to Riu Reggae and they said no they could not accommodate us. Did not give the difference in pay . we paid for an upgrade and received a down grade after they got full payment . This is a rip off highway robbery . and I wonder how many others they have done this to .At Riu Montego Bar the room had roaches the food was slop the beach had hustlers all over. We didn't get what we paid for . I felt used because they waited after we paid and call a week before departure. I would never use them again and we travel every year to Jamaica. Disappointed. read more

If I could give this company 0 stars, I would. My son and his friends booked a trip on 3/29. They paid a portion of their deposit and the rest was to be paid in the next couple of days. Come to find out the trip was cancelled for nonpayment by someone internally without notification. They are now saying that the deposit is non-refundable even though the trip was never a valid booking. I called Vacation Express directly because my travel agent was unavailable. They said I needed to talk to my travel agent. My travel agent proceeded to call and they told him that someone on their end moved it to a reduced deposit plan (whatever that means) when they canceled it. He asked to speak to a manager. A manager was supposed to call him the next day and manager never called him. Instead, he received a generic letter that the request for refund was denied. So basically, they stole $1350 for a trip that never went through the booking process. This is a crooked company and I will be going to every review platform telling this story. I will also be contacting the Better Business Bureau. Also, notice the reviews on Google only have responses from the company for positive reivews. Nice! read more

WOW. I emailed them again, informing them what had happen with the previous rep and i'm told that the she was a supervisor so since it's been escalated to "upper management" they can't do anything. And when i asked to be put through to someone above that "supervisor" they also stopped replying. Are you forreal?! You guys seem to decide to stop replying to your customers when asked about to speak with your boss.. And also, that's how your SUPERVISOR acts? Says a lot about your company then. read more

I'm a 40+ year travel agent. I've met the sales reps at various trade shows. I thought I would give them a try. I booked a couple on an Aruba trip through the VE website. Could it be any clunkier?? I posted the payment and never received an invoice. The 'send invoice' page does not work. "Server timed out". I called VE and they told me they sent a copy. No--have not gotten it. Tried to obtain again on the clunky website..'server timed out". Call again..this time agent tells me they are having problems with their server. When my clients spend $6200 on a vacation I expect an invoice. I look like a fool to my clients. My calls are answered promptly..I know what I booked and my booking is accurate. However--their webpage is archaic. I wish I would have booked with Funjet. I would have gotten my invoices right away instead of keeping my clients waiting since THURSDAY (today is Saturday) on an invoice. I won't book VE again for this reason. I cannot keep my clients waiting. read more

Scam!!! Stay away!! Told me I sent in 5 requests to cancel my booking and I never put those requests in. I never cancelled I didn't even know of cancellation. I told them I wouldn't be able to make the rest of the payment by the date recommended was told I can push the date back if final payment due checked my reservation and it was CANCELLED! Why give people the run around and tell them they can push the final payment due date back but instead cancel their reservation list out on $899.00! Said they received multiple cancellation request from me which is false!!!! If you receive cancellation requests wouldn't you think to contact the customer before canceling outright? Requested to speak with manager and got magically disconnected. This was my birthday trip and now it's ruined my money was stolen by this company and now I have to figure out what I am going to do! Listen to the reviews and book somewhere else. I used this company before NEVER AGAIN! read more

Do not book with Vacation Express under any circumstance. We found ourselves in a dump in Jamaica, in an all inclusive, that charges for water. no AC and the worst food ever that they self serve to you. I will never book with Vacation Express again if I get back to the USA in one piece. it took 3 1/2 to get from the airport to Negril. what a disaster!!!!!! do not trust these crooks with planning anything for you. read more