Casablanca Express
Reviews and Complaints

As I was making reservations with these people, and gave my credit card for $225- which was a deposit and refundable deposit for the hotel, the customer service rep turned extremely nasty which then I got such a bad taste, that I canceled immediately same phone call with him, and he promised my money back in 60 days. Its been over 60 days and no money back. I've tried calling 3 times to Karen, ext 7548 and the manage Julio ext 7530. I left detailed messages and they don't call back. They have kept the money. Karen had called me and was very nice and apologized for the bad behavior of the first rep and said she would personally take care of me and that I had time to book for 2026 and after leaving 2 messages for her in a 2 week period, she is AWOL. I'm not legally allowed to call them crooks. But I will spread the word to BEWARE and use a credit card to dispute these charges as it is in writing. Stay away from these people.

We were offered a cruise voucher of 7 days departing from LA after listening to some Vacation Club presentation. This voucher was handled by CasaBlanca travel agency. After calling them numerous times in 2023 and being told that there were no available cruises, I finally got hold of them in early 2024. By about 2 months before the cruise date (Nov 2024), I was called by a CB agent (B...), and was explained that the deal includes airfare to LA. But the agent was working so hard on telling me that the very long flights got stopover, and with extra luggage, I would have to pay $85 (that would repeat for a plane change). Now, for the cruise, she said that it would be one of the worst cabins, with bunk beds, and also shakes a lot. After all that, I asked about the upgrade options, and she indicated that the additional cost would be about $640 (plus about $500 for initial deposit), which now makes the cruise more than 1K. Looking up for a Carnival cruise leaving LA on that date, that's about the same amount for 2 people if we book it ourselves. When I said that I didn't want to upgrade, she started being rude, and at the end, she gave me the option to call back the following day to make a choice, no later than that, and immediately hung up.

Doing several search against this company, I found that this company had ABSOLUTELY no credibility, and most people called them scam. Her name was even mentioned in one of the posts. So, I called back and decided to tell her that I would go with the original offer without any upgrades, she said that the docs would be sent to me about 7 days before the cruise, and just hung up.

This explained how this company and the person (I saw her name in one of the complaints when I did the search) would persuade people not to go through with the voucher offer. It seemed like either she or the company tried to get people to cancel the free cruise/airfare deal, of maybe they DIDN'T EVEN HAVE THE SLOTS for these (as I saw in some of the complaints about them). So, how come this company is still in business and trying to make money off the 'free' deal and then charge people with the same amount of money it would cost (excluding the airfare which B.. tried so hard to convince me that it would be an absolute nightmare)?

About 30 minutes after I talked to B.., she called back saying the cruise cabin wasn't even available. We've already scheduled our vacations dates around this cruise. The only option is to move it to a different date. We cannot change the dates especially with my wife's scheduled vacation.

Can you help get this resolved?

I have been ghosted by Julio. I have called over ten times. He knows what the issue is and said he would look into it regarding a trip to Disneyland. I have had no calls, letters, texts or emails from him. I find it interesting that he has helped others because he has ghosted me.

Two weeks ago, I called to see what if anything I needed to do for my two upcoming trips. I got a lady named Nadine(I think but not postive) She started out the conversation by saying she was busy and that they were a regular travel agency too and I was just getting my trip free..not true I've paid 600 dollars I asked to talk to a supervisor..she was nasty on the phone and I mean it I really wish I had a record button on my phone to prove how I was treated. ...so then I talked to Julio and he has ghosted me ever since...Linda Evenson

Las Vegas, NV

​Beware - if you've received any promotions or free trips from Casablanca Express, DON’T waste your time or your money.

They are complete scammers! Both Beth and Julio (who work for the company) are so rude and know nothing about real customer care.

In September 2022 my husband and I participated in a timeshare presentation, where (after enrolling), we were given a Certificate for a free ​7​ night Mexico or Caribbean cruise (retail value of $3,498.00, through Carnival Cruises).

After many phone calls, trying to find out dates for the various cruises on May 11, 2023, Oliver, at Casablanca Express finally sent me the certificate that I could use for these cruises (package code ECRB, vacation ID 1555003). He also informed me that there were no more cruises available for this promotion for the year 2023. AND that I will need at least 90 days in advance to book a specific cruise. It was not until mid-July 2023 that the new dates for Cruises for the year of 2024 were made available. On July 19, 2024, I logged into my Casablanca account and chose the cruise that was leaving from Puerto Rico on March 2, 2024. On that day, I immediately paid the deposit of $298 for the 7 Night of Caribbean Cruise, and received the confirmation of the receipt and reservation. The system let me know that this cruise date was saved to my account. A few days later when I visited my account online, I found out that Casablanca Express CHANGED MY port of departure to be from Miami instead of from Puerto Rico, which was my original choice. I called Casablanca Express and after being on the phone with Beth, she said that she would transfer me to a supervisor. I waited on the line for 40 minutes and then the call was dropped without getting any assistance whatsoever. It then took a few days to get somebody to correct this on my account, and I was told by a supervisor that I could not make any plane reservations until I would get a call from one of Casablanca Express agents, who would go over the details of the cruise. And, that that would happen about 45 to 60 days before the day of the cruise.

On December 28, 2023, an agent by the name of Beth called from Casablanca. I told her I was very happy to hear from her because I was waiting for the call from an agent to confirm our cruise that we booked for March 2, 2024. She then proceeded to tell me that we are not able to be on this Cruise. I cannot even describe how rude and unpleasant she was. She continued on to tell me that the cruise that we chose and paid for was no longer available. However, if we wanted to upgrade, we could change the date to May 5, 2024. If we chose not to upgrade, we would then be placed at the very lowest cabins with bunk beds where (she indicated) it is very noisy and very rocky. My husband is 73 years old (just recovering from cancer), and I am 70 years old. We were going to celebrate our 50th anniversary on this Cruise. We were shocked to hear all of these details that were never revealed to us before. She also informed us that if we were interested in the future date, we would have to make a decision right away. And even if we make the decision today, she could not guarantee that the cabins which we want would be available unless we added hundreds of dollars for this reservation. I tried to ask her why this had changed after we had already deposited our money and received confirmation for this trip on March 2, 2024. She kept on repeating the same words, that there were NO available spots for this promotion on the cruise that we had already chosen and paid for. She was very rude and unprofessional, and kept on raising her voice and bullying me, telling me that if I don’t make a decision right now, no cruise will be guaranteed for us. When I attempted to review what she was telling me, she replied, by saying, “do you not understand English?” I was offended by her rude conduct and informed her that I just wanted to know what options were left for me. She then proceeded to hang up the phone on me and just vanished. The next day, she contacted me again, claiming that the call yesterday was dropped by mistake. She informed me again that we cannot participate in the Caribbean cruise that we booked and wanted to know if we​ had made a decision to take any of the future cruises.

At that point, I was very frustrated and told her that I would like my deposit refunded. She kept on telling me that if I get this refund, I will not be able to use this promotion certificate. I told her that I no longer had any trust in her company and the deceitful and scamming ways in which they were operating. She told me that I was very difficult to work with and that she w​o​uld approve the refund of $298.00. The refund was later sent to me in the form of a check.

Casablanca Express makes false promises about free trips and cruises. They "place" so many difficulties and obstacles in the way for anyone who tries to redeem these so-called “free” promotional trips that it makes redeeming them almost impossible.. This company deserves the lowest rating possible.

Even Though the Complaints Board warns that Casablanca Express shows “lack of commitment ​i​n addressing customer concerns,” it gave Casablanca Express ​the surprising 73% level of trustworthiness! It states that because there is detailed contact information ​of the company and because the company provides a physical address, phone numbers, an email address, and carries social media accounts - these elements make them a legitimate business. However, their (lack of) customer service and the way that they scam other people are so shady and deceitful that it makes NO sense to categorize them as “a legitimate business.”​​

See confirmation:

BEWARE: If you are looking for a place of honesty, Casablanca Express is not a place. We ended up signing up for a timeshare sale meeting, it wasn’t as bad as we had thought. However, we are very disappointed with the promise they had made about a free trip which I understand was too good to be true, but still, give us the full info. I would have paid extra if they were honest about how it works, but from day one all they want is your money.

First, you will receive a voucher and will be asked to pay taxes and fees and a refundable deposit which will be $ 250. After that, they will ask you for an upgrade with $ 100 threatening that your trip will be miserable if you do not upgrade. They also promised us a ticket for two shows in Vegas which I have not seen yet. I tried calling them three times already, but no reply or call back.

This is not really a free trip but an awful experience shown by Casablanca Express. They can do it better with honesty and customer service even if they are trying to sell a timeshare. I was considering a timeshare with them, but not anymore. I do not trust this company. They did get my one-time money but lost my trust and money for the future. I am yet to see how this trip will go, but have zero expectations.

Even if I can divert a couple of people from Casablanca, I will be happy. It’s all about trust when doing business, not the route that Casablanca has taken. Hope you see this post. Save you time and money, it’s cheaper to go by yourself.

This company have provided false advertisement about a trip that was offered to me. I was offered a 2-night stay at a Hotel in Hawaii and a round trip flight for 2. All I needed to pay was a $350 security deposit. My trip was confirmed via mail. I received the confirmation from Casablanca via email with my travel date. Well on May 12, 2023 a representative called me to see if I still wanted to take my trip, even though I had already confirmed. On May 16, 2023 I told her yes, I would like to go, then she tried to change the trip from July 17, 2023 to August 2023 and from a hotel to a motel. I told her absolutely not. She offered me a refund and told me my deposit will be refunded within 30 days. I have yet to receive me deposit. I called on June 30, 2023 with no response. I called today at 4:41 PM cst and the gentleman told me that they have until July 16, 2023 to process my refund and hung up in my face. The representative told me 30 days and their website states it may take up to 30 days. They can not just hold onto my money after not sticking to a deal. I would like my money back with interest for the hassle. I have filed a complaint with the Attorney General of California and is looking into possible other legal actions.

Awful. First you have to provide three different dates of the trip you choose, all 30 days apart and at least 90 days out. Then they say approx. 45-75 days before travel they will contact you. This was not the case. We waited and waited then a young lady called and we picked out dates that was "close" to one of the 3 sets mentioned earlier. This all started in October. New dates were now set for June 21, 2023. As time got closer, still no response. From the major airport we listed, there are two flight companies with cheap tickets for direct flights to our destination. We got a call June 12, 2023. The guy wanted to put us on a flight that had a connection then landed in the destination at 11:59 PM. I asked if this counts as a full day. Trip we opted for was the airfare and two night stay. He said yes, this counts cause we are technically in before midnight. Who knows what time we would get to some 2 start hotel on the outskirts of the town that would cost an Uber to get to. Then we would have had 1 day in the destination with a 6AM flight the following day. They make it difficult so you have to upgrade. This was the biggest scam that had my money over 8 months. Still waiting for the snail mail to deliver the $350 back to me. SCAM.

RUDE, UNPROFESSIONAL, and

COMPLETE SCAMMERS. They deserve the lowest rating possible. This company promises you one thing then finds every excuse they can to change the details of your trip. BETH and JULIO, should both be fired based on their customer service (or lack thereof) If you have my money, YOU LISTEN TO ME!

PERIOD. These people are master manipulators that try to gaslight you into being okay with all around PISS POOR SERVICE and EMPTY PROMISES. Not to mention the headache it is to even get in contact with someone just to then be treated like you're not a PAYING customer. Absolutely nobody should give this company money and I encourage EVERYONE that has been scammed by these people to take them to small claims court and report them to every outlet possible. This is just the beginning.

I received a voucher for a trip which unfortunately I had to cancel. In the letter it states I can cancel for whatever reason for a refund. So I cancelled my trip. I received a confirmation email which also states if I do not receive a full refund within 30 days to call [protected]. 30 days later with no check in the mailbox, I called the number to which a male employee stated the check is on its way and I should receive it within a week. Two weeks past and no check so I called again. An older man stated the check was mailed out, with a date and even a check number. He told me the check my mailbox within the next 3 days since it was mailed out. I left town, came back 5 days letter and no refund check in the mail. I called for the fourth time on friday, spoke to a woman which assured me she would assist me, open up a case, and update me on monday. I waited until wednesday december 7, 2022 and did not receive a call so I called for the 5th time. I spoke with a man who stated he would, again, report it to their finance office and have an update for me by the end of today. Once again, I did not receive a call. It has been 63 days and I keep getting lied to and no refund has yet been received.

After attending a presentation here in toronto, canada, my wife and i were offered a vacation package. Due to covid we were not able to travel and i spoke to a woman by the name of kim on 30th july 2021 and she extended the offer to june 2022. . We were asked to book the travel before june 2022. But when i called casablanca express today 28 april 2022 to book my vacation, the lady by the name of karen was very rude and informed me that the vacation offer had expired. Grateful kinldy look into this matter of fraud and cheating by cassabalnca express.

If you need the details of my vacation offer from cassablanca express you can contact me.

Dr reuben shanthikumar

E-mail: [protected]@yahoo.ca

Tel: [protected], toronto, canada

Well I have to say I'm very disappointed! Yesterday I got the call to get the details fir our free cruise. Well I found out it's not really a free cruise. They asked if I wanted upgrades and I said no. But I did ask for prices. So I could compare with the prices on carnival. Well to say the least. It was just as expensive as a reg. Cruise with the same grade room and all as this suppose to be free cruise. So with that being said I told her no to upgrades so me and the husband will be in bunk beds in back in the bottom as jessica the travel agent said. And since I didn't upgrade that means that they will call me 10 days before the trip to let me know if they ran out if cabins because sometimes that happens. When you don't upgrade, she said. So I told her how often does that happen? She said occasionally it happens! I'm thinking okay I have flights booked and hotel stay I already planned and paid for and put my vacation time in at work. All fir them to tell me that it might have to get rescheduled after a test of doing all the rules to have them give me a date and then might take it back 10 days before trip. That don't make since you me. All because I didn't upgrade, she wasn't to nice and didn't want to tell me any confirmation and other info about the cruise. So that I could pull it up in carnival and see the excursion and itinerary. NOTHING BUT ATTITUDE. so now I don't know what to do. I will have so much money and time wasted if they have reschedule cruise, because I didn't upgrade. And since I don't upgrade to at least get a king bed instead of bunk beds $475.00 fir 4 days that were on cruise. I don't get any info to know my cabin is secured. This isn't going to be good. I will not recommend Casablanca. The sad part is I have another trip to Vegas in July 2020 with Casablanca. I hope that experience is better then this one. I thought it was great to get these free certificates for buying a time share, but really it's just been Chaos. So frustrated.

We were promised a cruise from Catalina and paid $100, a vacation to Orlando with universal tickets and paid $300 and a two night stay in big bear. They told me they were going to send me the dates of availability but we never got that. I called and was told they would send us paperwork with dates of availability and still have not received nothing. This was done 7/30/18! This place is a scam and rip people off

After we have canceled our trip and requested full refund, only part of the deposit amount was returned. Despite multiple contacts by phone and email exchanges requesting full refund, they keep significant part of our original deposit. Each time we contact the company they promise to return the money. However, it looks like they do not have any intend to do so. Moreover, they claim that we have purchased additional deals in different offices (looks like fraud) as a reason to keep our money.

My husband and I went to a presentation for a timeshare and after say no a few times was given "a free cruise". First we had to pay $100 for this "free cruise". After paying the $100, they asked for another $200 which of course we paid. A representative contacted me to finalize this cruise which should include flight and cruise. I was told we would be on the bottom of the boat, our beds may be bunk beds (for a couple), and will eat at the last dining. Our flights would also be a day before and a day after, of course we will be responsible for hotels. He then offered to "upgrade" for almost $600. This would include a better room, bed to accommodate a couple, earlier eating time, and fight out immediately after the cruise. A free vacation now would total $900 plus hotel. It's amazing you can provide this upgrade for a price! THIS COMPANY IS A RIP OFF!

My Certificate number is KLZ 257175 . Brenda Called me Monday on booking My trip but she told me to call her back to give her the other child birth date so I left three messages and Brenda did not return my call or let me know when she will be calling me back. The next day is Tuesday so I did not want to call her I wanted her to call me but it did not happen so I called and went straight to voice mail. I called and spoke to Michelle and Michelle told me that Brenda is right here and she will transfer me so it went straight to voice mail again. I called back and wanted to speak to a supervisor and they transfer the call to Kim and Kim assure me that Brenda would call me on Wed I feel Brenda is at work and this is not good practice of customer services . Thursday will be here and I paid for this trip plus the deposited . I wanted to mention my Cruise I booked with Casablanca Express the lady up scale me to a window room on the boat but she assure me I would not be by the engine I was next door to the engine. I hope I can get my trip booked without a lot of confusion. Thank You

I would like a corporate email to send a VERY detailed letter about the worst experiance of my life. Please let me know who to contact. Filing a complaint with BBB and making sure your social media accounts know what scam artists work for this company. Never will i do bussiness with this company again. And i do not want to speak to "Julio" the supervisor who was so rude to me yesterday.

4/9/16 -I signed up with Casablanca and paid $100.00. I had severe family issues and could not full fill the one year time limit. They kept calling me back offering me extensions for additional $50.00 - $100.00 and I paid 3X. Over a 3 year period they totaled $345.00. Like a fool I kept throwing good money after bad but I had moved and lost my folder. The liar salesman called me, to my mistake I did not record our conversation nor did I get his number and with this company -- you NEED to record the conversation for SURE. The first salesman said I could stay at the Plaza Hotel for 3 nights/4 days, newly decorated hotel, swim up bar/ Jacuzzi. The Supervisor “Kia 2992” she told me that was NEVER offered and said “I will listen to the recorded call”. She came back and said the call never stated 3N/4D. While she claimed she was listening to the LONG conversation I had -- I called to confirm with the Plaza directly – the pool was under construction and there NEVER was a Jacuzzi next to the pool nor will there be. Ok, the liar didn't know what he was selling. So Kia had to move me to the Monte Carlo for 2N/3 days. As we spoke, magically the first quote they gave me had jumped up by $50.00 as “Rates change hourly”. I got direct prices from M Carlo, in the am & pm and for some reason they quoted me the same price ALL day. Now isn't this curious, the rates didn't change when I called the front desk direct. These people are ###. They are trained to LIE. Forget about the extra amenities and gift cards, when they make YOU pay to be subject to a high pressure sales pitch –for the time share-forget it. I have been, as my friends have been to time share sales, (and bought them) they always give you free stays to sit in the sales presentation. Not C Blanca.. Not to mention they are trained to thwart any argument or point out to you - insinuating “you lied”. They are trained bullies on top of it. Wretched company, bullies and liars. I will shout this to the hills. I am out If you want a time share go and find a broker and buy a used distressed situation. There is no deal here I assure you.

My trip is in 4 days and I have yet to receive my boat voucher, I have called 6 times this week and have spoken with several customer service representative and one was gracious enough to give me her direct extension x7408, however she never answers or returns my calls, which besides the 6 customer service calls I have made this week, I have called her and left messages over a dozen times. Basically I am told by the reps that my voucher was mailed to me, and that will email me the voucher instead, to wait ten minutes before checking my inbox, I check and nothing, so I call back and wait for 30 minutes to speak with a representative, than I am told that they are referring me to the reservation department and they should take care of me, nothing has been emailed to me, and no one seems to be able to email the voucher information other than you are departing from Long Beach on Monday, and that is all we know because the reservation department has that information. Unfortunately I have never spoken to anyone from the reservation department other than the day I made the reservation 8 weeks ago! Yes, I was also given the bait and switch, I was told to upgrade and pay more or else I would end up with a Motel 6 type of room up the hill lugging my luggage. Last time I will ever fall for that crap! Because this is the last time I will use Casablanca Express.

In order to redeem my price I had to attend a Timeshare orientation at Fox River Resort that lasted 3+ hours trying to convinced my girlfriend and I to purchase their timeshare. Several hours later after the company had various reps trying to convinced us to purchase, they gave up as I stood firm that we couldn't afford such. They gave us a scratch and win card where we could win cash or a free trip to Vegas, Nv. or Orland, Fl. with air and room accommodations. We won the Free trip and chose Vegas as our price destination.

My girlfriend and I had to send out a deposit of $100 in order to redeem for taxes for the promotional trip. We recieved a letter confirming they received our deposit on February 24, 2012. They picked and scheduled our trip date for July 11, 2012 confirming our reservation for travel on that date. they called several times pushing us buy an upgrade for $500 with a room being on the Vegas Strip as oppose to a room 15miles away from The Strip.
We declined the upgrade and just wanted to proceed with our trip as scheduled. Today July 3, 2012 We received another call after previously declining upgrade and again dealt with their upgrade suggestions, and We inquired about our itinerary given we received 2 letters confirming our trip for July 11, 2012 one letter we received on 2/10/2012 and the other letter received 2/24/2012.

Today7/3/2012 I spoke with David Ishal (rep), He lied about not receiving our date of birth information in order to book flight given we had previous letters from their company confirming our trip to avoid booking our flights and suggesting to reschedule our trip on later different dates and that he would have a manger call us back today.

All said and done today. On the trip dates the company picked out for us back in February, we scheduled a bachlorette gathering and coordinated with various friends from Chicago and LA to fly out and meet with us July 11-13th 2012 NEXT WEEK.
Now, Given Casablanca Express's Unfair Business Practice and Contract Violation, my girlfriend and I will need to book our own Vegas trip and pay out of pocket for a trip we supposedly won...
I googled Casablanca Express today and there are more bad reviews from people coming forward in regards to Casablanca Express unfair business practices.
Can someone Please assist us with this Case to put a Stop to that company?

Well we got this promotional vacation gift from a time share to a 3 day two night vacation at las vegas... we had to give a $100 deposit. then they call us with our travel times. On the first day leave airport at 5:15pm have to stop two times Houston and las angelas..get to las vegas at midnight. Then they booking us into an EZ 8 motel 30 mins from strip ans tell us we have to attend a timeshare seminar for about 3 hr on the only day we well actually be there(tues) when this is how we got this vacation deal.. Duhhh.. and now we will have to leave early mornin(wed)about 5AM back home.. wheres the Vacation what kind of crap is that just a waste of time and my money.Casablanca sucks...