Nette M.

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No Response From After Travel/Difficult to contact before & during vacation.

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The reviews on their hotels when booking my trip was almost 5 stars, which completely doesn't match actual hotel reviews, which was extremely misleading. The hotel Ocean Coral & Turquesa in the Cancún area looks like a dream, shortly after checking in we soon realized food suckedserved raw/unsafe food, poor service, beach not even swimmable!

Mainly health concerns for poor quality, unsafe food, which needs to be reported to the health department & 90% of non-communication from our so-called butler service which was practically non-existent. The entertainment was, if you can even call it that, mostly music on speakers saying Virtual DJ, when there were supposed to have live shows. Our microwave was broken, constantly missing basic items like soap! I was so fed up when housekeeping let it get to a dime size, & especially after returning to our room starving & ordered room service.

The food was awe filled, the burger was raw, cold, the Caesar Salad had bread instead of croutons & burnt cheese, the spaghetti had different kinds of pasta & a chopped up burger for meatballs which looked like someone's leftovers. Constant lack of towels, coffee items, a 3rd coffee cup when we paid for 3 people including our daughter. The first & only time we met the so-called butler was at check-in, which we tipped her generously. The butler first seemed great at first & provided a number to reach her (which when we called it, someone just took down our message), she sounded all great & I said that we also needed a 3rd bathrobe/slippers, 3rd coffee cup, the butler said she'll be right back, took our tip & never came back.

Also, there's an app you can download to reach the butler which I couldn't download, but my husband had it. 90% of the time, the butler never responded to our texts. The microwave was even broken. Also the jacuzzi on our balcony was old, & wouldnt dare use it.

We booked ocean front, privilege services for a reason & for a special occasion, which was a complete joke! The hotel actually hung up on me while we were staying there when I had asked to speak to a manager. I called back again, & the same lady answered & admitted when asked that she did hang up, then said she couldn't give me more information, all the while a man was talking to her in Spanish like trying to tell her what to say. My husband said just to wait until we got back home, because after such terrible service, he was worried they would give us a hard time, it did go even more downhill after that call.

Southwest Vacations has been unresponsive to our issues. I did call Southwest Vacations during our stay & no one answered. When we arrived home, I contacted customer service for Southwest Vacations via chat, when I couldn't get anyone one on the phone & was told by the agent in chat to contact aftertravel@***.com. Funny how chats are deleted after your conversation, when most other places give you an email of your chat.

I've learned to take a snapshot of every part of our conversation. So everything is documented. So far I contacted after travel twice, also contacted customer service during our visit via email & attempted call that no one answered, all without a response. Southwest vacations & that hotel need to be held accountable!

Yes I'm pissed! What's the point in booking an expensive all-inclusive hotel in the Cancún area, just to try to avoid the hotel & their *** food & service!

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Pros:
  • Bundle
Cons:
  • Mgm hotel
  • Quality of food
  • Lack of communication

Preferred solution: Price reduction

User's recommendation: Don’t book with them! Very Misleading! Very Difficult to contact customer service!

Wendell I Lol

I need to speak with Debbie in SW vacations.

I need to have vacation info emailed to my wifes phone.I would like to have Debbie at extension 8030 call.
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Preferred solution: More info on vacation trip.

Anonymous
map-marker Los Angeles, California

HORRIBLE customer service!

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Sold me a vacation package without with.a dinner cruise. When I received the email, the email informed me that the cruise was NOT AVAILABLE from the hotel that the agent recommended. When I contacted the Castle Hilo Hotel, there was no reservation made for me by Southwest and the amenities I was told I would receive were not available at that location. I contacted Southwest vacation for clarification and was treated rudely. I was informed that I couldn't get a cash refund not could anything be done about my situation. I requested a supervisor, waited on hold to no avail.
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User's recommendation: Use Expedia or any other vacation service!

Adalena Swo
map-marker Santo Domingo Este, Provincia De Santo Domingo

Can't communicate with Southwest Vacations

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Southwest Airlines is a great airline but, their Vacation Planners are as useless as balls on a priest. A week prior to my departure date I tried to reach them on the phone to make sure I had all the documentation I needed for my upcoming trip.

I was disconnected after waiting over an hour for my turn to talk withbook your vacation elsewhere someone. Then I tried the option for them to call me when it was my turn. I waited 6 hours for that call that never came. I then tried email but only got information pertaining to what I purchased.

Email goes to an auto response I assume. Then I tried use the option of texting. That put me in cyber space with an AI bot that had no idea about the information I was requesting. However, at the end of my chat session i was asked to review the chat service.

After saying that i plan to never fly Southwest Airlines and clip up my Southwest Airlines credit card, i received finally a call within 5 minutes of submitting my online review. Finally, talking with someone, I was assured all I need was my passport. When I checked in at the are port I was asked for my e-ticket. I told them I don't know what that is and I gave them my passport.

I was informed that I had to have an e-ticket or I couldn't get I to Punta Cana. The plane was boarding in 1 hour and now I learn for the first time about this paperwork that the Vacation planner didn't tell me about earlier when I was assured I only needed my passport. So the gate person told me to go to the southwest website to complete the to complete the e-ticket. I found the e-ticket application under the international link at the bottom of the webpage.

Filled it out and thought I was all set until I heard an announcement tha I also needed a docs ok before I could board.

I got that taken care of and the rest of the trip went well. Thanks for nothing Southwet Airlines and Southwest vacations.

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User's recommendation: Book your vacation elsewhere

Adalena Swo
map-marker Santo Domingo Este, Provincia De Santo Domingo

Required documentation international travel

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Southwest Airlines is a great airline but, their Vacation Planners are as useless as balls on a priest. A week prior to my departure date I tried to reach them on the phone to make sure I had all the documentation I needed for my upcoming trip.

I was disconnected after waiting over an hour for my turn to talk with someone. Then I tried the option for them to call me when it was my turn. I waited 6 hours for that call that never came. I then tried email but only got information pertaining to what I purchased.

Email goes to an auto response I assume. Then I tried use the option of texting. That put me in cyber space with an AI bot that had no idea about the information I was requesting. However, at the end of my chat session i was asked to review the chat service.

After saying that i plan to never fly Southwest Airlines and clip up my Southwest Airlines credit card, i received finally a call within 5 minutes of submitting my online review. Finally, talking with someone, I was assured all I need was my passport. When I checked in at the are port I was asked for my e-ticket. I told them I don't know what that is and I gave them my passport.

I was informed that I had to have an e-ticket or I couldn't get I to Punta Cana. The plane was boarding in 1 hour and now I learn for the first time about this paperwork that the Vacation planner didn't tell me about earlier when I was assured I only needed my passport. So the gate person told me to go to the southwest website to complete the to complete the e-ticket. I found the e-ticket application under the international link at the bottom of the webpage.

Filled it out and thought I was all set until I heard an announcement tha I also needed a docs ok before I could board.

I got that taken care of and the rest of the trip went well. Thanks for nothing Southwet Airlines and Southwest vacations.

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User's recommendation: Book elsewhere

Anonymous
map-marker Meridian, Idaho

They are terrible.

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Don't ever book through SouthWest vacations. They don't work with a consumer at all! With the recent issues with Southwest, canceled a trip. Hotels always give a full refund. However, SouthWest vacations wont refund that money. Only gives credits to use on their terrible packages. Basically steals your money, making you book with them. Just book straight from the airline and hotel.
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User's recommendation: Don’t use them!

Jaelene Gho

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Verified Reviewer
| map-marker Brookfield, Wisconsin

Fraud Fraud Fraud

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To all credit card companies please REFUND all customer disputes, this company refuse to refund my trip after canceling with the purchase of the protection plan. They offered me some BS credit although their plan says just call if you need to cancel. I fought with the credit card company to finally get my $2300 refund. They are crooks. Their protection plan is a scam.
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User's recommendation: DON’T USE!!!!!

Joyce B Uhp

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Verified Reviewer
| map-marker Spokane, Washington

Worst Vacation Ever

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Absolutely the worst EVER. I booked a trip to Vegas. I called 2days (48hrs) before my trip & was told that if I canceled 1 day of my 4 day trip I would be charged what I paid for the whole trip & to change my flight cost me twice what my original ticket. the hotel was old & very dated. I will never book a vacation though Southwest ever again. WHAT A TOTAL RIPOFF
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User's recommendation: never use

DJ M Ncx

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Verified Reviewer
| map-marker Portland, Oregon

Southwest Vacations - terrible!!!!; Southwest Airlines - no problems!!!

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To those individuals who are considering booking a Southwest Vacation package, If you need to cancel, and are issued credits, be forewarned your land and air are separate, which of course is not mentioned until you attempt to rebook and use your credits with SW Vacations. Apparently, Southwest Vacations handles the land portion of the package, and Southwest Air handles the flight portion of your vacation.

Two totally separate companies. Okee dookee. Following the instructions from Southwest vacations, I called Southwest Air and I spent 15 minutes talking with a very nice person, and boda bing, boda boom - it was handled, no problems! I then spent 5 hours talking with SW Vacations, 4 different reps, of which 2 hung up on me.

After mistakenly checking out Hotels on the Southwest Air website, I assumed the hotels would be the same price as on SW Vacations website (minus air) as on Southwest Air, Oh, no, no, no - I was told by the 4th rep, that I had to go onto SW Vacations to check the available Hotels. I did, and OMG, I kid you not, Southwest Vacations was attempting to charge $3500.00 more per person for the same Hotel that I looked at on SW Air (air not included)!!!

I told the rep I have never dealt with such a disorganized, unprofessional company and click, that was the end of the conversation. I will still do business with Southwest Air - As far as Southwest Vacations are concerned I will skip the vacation packages,from ***

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Preferred solution: Price reduction

User's recommendation: Use another vacation package option.

James M Olh

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Verified Reviewer
| map-marker Canoga Park, California

Ripped off my paid for vacation

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paid for my vacation in full 90 days prior to leaving , after i changed the flight itinerary 2 weeks before leaving my hotel was erronreosly changed . i called 7 different times with zero help.

as i arrived a hotel a check from SWV was no good i waited in lobby for 12 hours until check was good and SWV would not help on phone . hotel was also not as advertised no pool, no exercise room etc...no breakfast i paid for . also no bar and grill. i had to pay out of pocket for half my paid for 6 day vacation stay.

also car rental was not paid for another out of pocket expense i was offered $80 for my trouble . $2100 dollar paid reciept plus another $700 out of my pocket for a paid vacation and i am offered $80 dollars to shut up and go away. all via email . found ouy this company only uses the name South west vacations not afilliatted with southwest airlines.

if this sounds like a company you would use then i recommend them.

i would never use this company to anybody. good luck and god bless everybody involved -james

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Loss:
$1500
Pros:
  • Name southwest
Cons:
  • If they exist
  • Cant contact the departments that make decisions

Preferred solution: accountability and acknowledge my issue. full refund of two other vacations paid for 2022 and 2023

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Houston, Texas

I waited 2hrs and 24 minutes to speak with someone

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Southwest Vacations - I waited 2hrs and 24 minutes to speak with someone
I waited and waited well over two hours and received no assistance this was very frustrating and surprising
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User's recommendation: More staff

Rachelle S Nlh

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Verified Reviewer
| map-marker New York, New York

Ridiculous!

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Flight delayed so i called Southwest airlines. They said to call Southwest Airlines Vacations because they couldn't help m called Vacations and they said they couldn't help and Southwest airlines would have to help. Waited one hour on hold just to be told they could charge$260 more to change flights to one that leaves 10 minutes earlier but is also delayed. These people are a joke. Never again! Guess we're spending the night in the airport.
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Loss:
$250

Preferred solution: Deliver product or service ordered

User's recommendation: Don't use these people. They are not owned by Southwest Airlines.

George B Ehv

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Verified Reviewer
| map-marker Houston, Texas

Reservations

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Trying to confirm reservation got the app .and couldnt get in and waited on hold for 2hrs and 24 minutes and I gave up
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Preferred solution: Confirmation of my up coming travel plans

Michael R Wmk

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Verified Reviewer

Angry with their customer service

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Do Not Book With Them!!! If you have to cancel your vacation they will not refund your money. The will offer a credit but after trying to work with their customer service reps you will not want anything to do with the company ever again. I was on hold for an hour and 45 min before they came back on to tell me they would have to call me back. And they never did. Or answer my email. They take your money. Getting it back remains to be seen.
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Loss:
$1100
Cons:
  • Terrible cancellation policy

Preferred solution: Full refund

User's recommendation: DO NOT BOOK A VACATION PACKAGE WITH THIS COMPANY

Bruce S Xtb

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Verified Reviewer
| map-marker Clovis, New Mexico

No response to my message yet?

Return of rental car cost for Salt Lake City on 9/21/22 for Marc DeBusk because rental car company refused to supply car without him having the credit card used. Package was paid for by Ann DeBusk - Shove on Visa card ending in 2293.
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Preferred solution: Refund of Rental Car Cost