Sell Off Vacations
reviews and complaints

They have unethical business practices. When booking my holiday with friends, we all asked for cancellation insurance. Their agent neglected to take care of that detail on my file, so when I had to cancel for health reasons, I had no coverage. The carrier has offered to give me a 42% credit, but I am still out $1500. This was SellOffVacation’s error, but they are unwilling to refund me the difference. Why go through a travel agent when this is the level of service they provide? I would have been better to book online! Next stop, my Ombudsman and the BBB.

Booked a trip last December for 8 people. Paid for diamond club upgraded. Got tot the resort, and check in took 2 hours longer than normal check in, *(diamond club check in was stated as no wait)

Diamond club members pay premium upgrade fee for exclusives wich were not available for the majority of them, and the ones that were available were given to anyone who asked *(meaning people who did not pay the upgrade fee, were getting the diamond club benefits for free)

Filed complaints with Selloffvacations.com clvia email and phone andblice chat, filed with airline as well. It's now mid May and still no response from anyone.

Booking a trip for 9 people for Octover, but do not think I will use Selloffvacations.com or Air Canada this time

We decided at the last minute that we would take a short 5-day vacation to Las Vegas on Thursday April 13, 2023. We went to Sell of Vacations here in Edmonton Alberta. We booked our vacation and travelled April 17, 2023, returning April 21, 2023.

We talked to the agent who made us feel like we were being a nuisance to her. We were taking time out of her personal time. She made us feel rushed. We knew where we wanted to go but we did not know which hotel. We probed with questions, but she brushed them off and just kept stating where you want to stay.

We did do research on different hotels but assumed she would give us more guidance. At the time of the booking, she didn’t give us the option of a seat selection. Repeatedly told us to download the WestJet App. We don’t want to download apps. That’s why we went into the travel agent so we can get personal connections. We could’ve booked everything online for that.

Reluctantly, after we booked, paid, and left we downloaded the app to find out we couldn’t pre-book our seats. Only at the time of booking can they be pre-selected or 24 hours prior when you can do self check in online. We were aware that we would’ve had to pay for seat selection. Seat selection is super important to us. We do get jet legged so we plan accordingly. All flights to and from Vegas we were seated close to the rear of the plane. Not at all good for us. Not good for our jet leg. Had we selected our seats at the time of booking we most certainly wouldn't have gotten the seats we got when we checked in online 24 hours before our flights.

This is the second vacation that we have booked and traveled with Sell Off Vacations in Edmonton in the last 5 months. Both times we had agents that were not interested in assisting us or taking the time with us. We understand that travel agencies do not care one way or another if 1 or 2 people are unhappy with the service they get because someone else will always be buying a vacation package.

It is very disappointing that customer service is treated with such disregard for many years now. People should take pride in their job and not just be there to keep a seat warm collecting a paycheck.

First time we got poor service we figured ok, maybe bad day for her. Which it very well could have been because shortly there after we received an email stating she was no longer with Sell Off Vacations. Second time we booked, different agent, same poor maybe even worse service. We are probably not going to book a third time through Sell Off Vacations.

We booked an all inclusive trip to Los Cabos with Sell off Vacations departing Saturday December 3 returning Saturday December 10 2022, booking number 3047886. When my husband the week we departed logged onto Swoop to check us in he noticed that our departure date had changed to Sunday December 4. Nobody from Sell off Vacations had notified us. It was a complete headache and nightmare to talk to anyone at Sell off who could assist us to confirm if there was an error or had our flight in fact changed. In the end, the flight departure was changed and we flew out a day later, Sunday December 4 returning December 10.

While you were away Kim Buck stepped in to assist us, she advised us to first fill out a grievance with Swoop due to the one day lost of our trip and go from there. However, we have been contacted by them confirming we don't qualify for any financial reimbursement as they say they notified us 14 days in advance, well neither Collin or I were notified by Swoop or Sell off Vacations. While speaking with Kim it didn't seem that she saw any notifications either on her end either. Screenshot attached below of Swoops email.

Many of the other families on the flight down who had been booked for the Saturday December 3 departure like us commented that their travel agents or the sites that they booked with had already reimbursed them for the missed day of their trip.

My email today is to ask that Sell off Vacations step in and assist us in reimbursement of the Saturday December 3 portion of the trip we missed on our vacation. Thank you for your help and support.

I have 3 concerns that I have been trying to get an answer to the Brandon office.

I am just frustrated because I have been contacting everybody but seems like they all do not want to deal with the issue. If they could reply to me and update me on what is going on rather than just ignoring me. I booked my package last Saturday.

Booking number: 3187581 | Reservation code for check-in: C8WYPD

1. My Card has been charged of $6,390.14 and $6,310.14, seems to me that this is a 12 person and we only book for 10 people.

2. The E ticket that was sent to me only has 4 people on it, isn't I should see 10 people?

3. The names in the E-ticket still have errors, I know the agen were working on it last Saturday, and I can also see that in the invoice she sent, the spelling is correct but the eticket is still not updated.

Today, February 7th, 2023 at 9:30 am ATL time. I spoke to one if you agent Robin regarding my vacation and reservation.

My husband and I booked our trip but only realized after that our return is 2 days long. I asked Robin if she can help change my return flight. She was very dry at the start of the call, she answered you need to go through our online form. I said to her, this is the first I hear about an online form and I just spent 30min on the phone to speak with an agent. You have to realise that you company books trips for vacation relaxing we spend a lot of money and we need agents that ate friendly willing to help and not what Robin did, she was speaking over me the hole call, screaming and very disrespectful. You calls are registered I hope. I need a call back from head office or supervisor or manager

Zineb Abdelhadi [protected]

Reservation: [protected]

Worst vacation

We arrived at Casa Marina on January 17, 2023 we checked in around 10:30 pm. We went to our room which where we were supposed to have a king size bed, the room had double beds. The room was on the first floor, facing the garden. The sliding door did not lock, TV did not work and the tiles had cracks and missing pieces out of them. We went back to the lobby and told them we would like to change rooms. They said there was nothing available, they said to come back in the morning and talk to the manager. I then asked to upgrade to select and was told there was nothing available. I then insisted on being changed to another room, this room smelt like mold (musty smell). They gave us another room on the 2nd floor, which was just as bad as the first. The sliding door did not lock on this room either so they sent someone up to fix it, they fixed it all right we couldn't open it we were locked in. We asked for another room, which they said they did not have any, they were full. So we put up with it for the night. The next morning we go back to the desk and asked once again for another room they had a room we had to pay 130 American for an upgraded room so then I asked for the king size bed they said they did not have any they were full once again. So we stayed in that room and in the morning returned to the front desk and asked for another room with a king size bed finally they said they had one available that was on Monday Jan 23 2023. My husband ended up getting sick, we believe it was from the room's either the ac or from the mold, and is still sick. So, long story short, we changed rooms 4 times. I'm not impressed, so that was the start of our vacation from hell.

Upon booking this resort, we should have been informed that the locals come into the resort by the bus load. I would have never booked this resort if I knew of this. They are very rude and disrespectful, that includes their children as well. We put up with children running down the hall screaming on the top of their lungs. Also butting in line in front of you at the bar and they do get served before you. I was at the beach bar standing in line for a drink and the server her name was Denise served someone and I was to be served next and a local walked up and she served them and totally ignored me. The second time I asked for a drink, she told me she has to go help her friend and left.

The children were running around the adult pool screaming and jumping in and splashing everyone that were relaxing on their floating device, including my husband. A lot of people were getting very upset.

The issues with the water was another matter, we did not have hot water for most of the trip and when we did have water there was no pressure. You will receive many complaints about this. Seems like the whole resort was in an uproar.
We have been to this resort 5 or 6 times, I will never go back to that resort. I wanted to go home by the fourth day. We do meet many friends there every year, which they will not be returning as well. We expect some compensation for what we were expecting to be a wonderful 41st anniversary vacation.

Kelly and Brad Fink
Invoice 400A14982

Hi, We book with selloff vacation for a trip in March 31 , 2023 for Varadero. We received email Tuesday January 10 to tell us the flight was cancel on Friday and we need to call to re-arrange the vacation in 7 days. We email and left voice mail to the agent and she never call back or reply to the email. We have 4 booking and all 4 call and email and no one respond to us. we need to have someone to call us ASA so we can change the vacation plan before de 7 day is done.

Joanne Johnson [protected]

Good day,

My name is Kyla Berard and I would like to see if I can get some money refunded due to my very stressful service. I have booked with Sell of Vacations, 3 or 4 times and have had great service.

I did not know if you book your flight with you that you cannot change it unless it is before you leave and I have already booked my flight and now I don't know what to do.

I changed my trip due to miss information given at the beginning. If you look up my name and information you will see there are many different files to go through. My agent did not do a good job on my booking. It is very confusing and stressful. She booked me first in not a safe area when that was my request safe area by myself walking at night in Mexico and also breakfast. She ended up booking me a non-safe area far from the Cancun strip and no breakfast included. So, I decided to change my whole trip due to those facts decided to go back to the area I am familiar with, and she made so many files and it's so confusing and frustrating that when I call in some agents will hang up on me due to the confusion. I have had agent also take down my information for my complain and say someone with get back to me and no one got back to me about it. I finally today had an agent say you have to email you a month later I can finally address this, so my complaint is the unsafe first trip with no breakfast then booking me a new trip all over the place with many files and very confusing to navigate and now I cannot change my flight.

I decide I wanted to stay longer, and now I can't access it. I was told she did not do it as a package, and I did not realize this till after I paided and documents were sent to me. SO, I have two different files for just the hotel and Air Canada is my flight separately. SO, I have one package booked with Sunwing for a week at the hotel with my son. Flights are booked with Air Canada though Travel Bands so now I cannot access the flights when I was told by another agent, she should have not done that, she should have just booked Air Canada so I can access them and change it myself. I felt I should get my money back for that one flight because I can't access it and she did not book it right. It feels like a nightmare and when it first happened i did not sleep for days and had high anxiety about it, I decided to be positive about it because life is short.

Transfers I asked her only because I have travelled before with you and Sunwing. She said get off the flight and look for the orange shirt, no problem. Coughing and hacking in the background. Then I was thinking about how you get off an Air Canada flight to a Sunwing and I emailed her said oh yeah you can't do that I will get back to you. Took a long time she said I will look into transfers for you. I said I think you should pay for that since it was not my fault. She never did get back to me on the tranfers so I will book myself.

This trip was supposed to wonderful after my mom passing away and all it seems to be is a headache. I would like my flight changed so if I want to change it I can myself just for me not my son's flight.

Please look into this and get back to me A SP please

Kind regards,

Kyla Berard

[protected]

It was very difficult getting hold an agent this morning and I watched as flights from other airlines left Vancouver Island leaving me stranded in Comox. While it is understandable that inclement weather has played a significant factor, the timeliness of returned phone calls and ability to connect with an agent has contributed to the sabbatoge of my family reunion. If I had connected with an agent earlier there would have been a greater chance of increasing my options in connecting me to my family and getting me off the island.

We were promised each $ 50 credit Sunwing vouchers by the representative at Sell Off office in Laval, Mr. Carim Pierre following a change we had to make for bad weather.

We were 6 people that had booked. I have followed up by email and by telephone and he always promised to call me back and never does.

I have many email that confirm this information, which I can provide upon request

It is extremely unprofessional and the experience with this agent has made me strongly reconsider dealing with Selloff in the future.

We would all like to get our $50 voucher!

Please look into this and get back to me ASAP.

Thank you

Natasha Reynolds

[protected]

On Nov 19 we made the wrong decision to book our family vacation with sell off vacation. We are a group of 18 ppl so we decided that we needed an agent to help us book. At first it all went well. The sales agent told us that she could book all of us. She had already finished her shift that day, but said that she would still help us. She was very helpful at first, she asked for everyone's info and even asked if we had any special requests from the resort. We all have her our credit card information, and we were set, or so we thought. The first issue happened right away with a name correction, we thought no big deal she will handle it. Then she said she would email everyone's confirmation and booking information. She did say it would take a bit of time. We all said ok no problem. Three out of the 5 families going got a credit charge by Sunwing right away, but never got an email confirmation. We decided to wait a bit longer, all of Sunday and part of Monday morning. Monday I emailed her requesting our confirmation bookings and told her that two families had not been charged. She said that the families were not charged because they didn't have enough rooms available to them. This was going to be looked into right away. I sent her many emails and made lots of phone calls asking for information of what's going on.. everytime I get the same answer "don't worry all it's going to be ok". I have been chasing for answer for way over a week and nothing has been done. The agent is just not interested in helping us. I have tried getting the managers contact information but have gotten nowhere. I have asked the agent over and over again about what they are going to do, but nothing has been done. We have been charged so far well over $27000 and it seems that the company could careless! The company is doing absolutely nothing to help us out. I would not recommend buying anything from them. They are just interested in getting their commission and not providing any customers with any service or support. This whole thing is not our fault. If you sell us a group package we all expect to go together at the price and place that has been agreed upon. If they can't give us what we have asked for they should be able to accomodate and give us different options. The options should be within the original budget and dates. We could have been booking our group with a different company and had given them the commission on $3000+. Just remember this the agent that helped us is the supervisor! If this is the type of people they hire for supervisor, I don't know what to say! So angry for the inability of not being honest with is from the beginning.

Good day. We did an in person visit for travel options on Saturday, Nov 5th, mid afternoon - 3pm ish to your St. Clair office in Chatham, Ont. We were happy, returning clients until this visit. We weren’t sure the office was open for business but yes, there was 1 staff person on, no clients in store and the office looked as though you were closing…for good. The Travel person was not engaged, educated, motivated or remotely interested in customer service. Not at all what our previous experiences have been. Yes, we were informed that she wasn’t scheduled to work, had no weekend plans and had no money. We were also informed that if her colleague was not well enough to come in the next day, the office would be closed.

We met with Amy Piredis, Travel Expert. and had a very disappointing discussion with her. She clearly didn’t know her geography, what and where weather had been an issue (I. e hurricanes, etc.) and was not engaged. She wouldn’t investigate options beyond 2 in Cuba and could not answer any questions referring multiple times to discuss with her manager and colleagues.

Amy gave few options (2) even though we said anywhere in the Caribbean and flexible dates. We had to repeat our wishes multiple times, we told her what and where we wanted to dispart and arrive as well as our budget. No problem, Sunwing flies out of Windsor and/or London all the time. - at least that was what’s we were initially told.

Amy was going to email us more info, options, etc with a defined budget that she said was more than sufficient. Nothing Saturday, Sunday or Monday until I emailed her yesterday. She sent 1 option that we had already discussed and nothing else. Nothing today - even with more clarity and flexibility.

We asked for a warm Caribbean, all inclusive and she presented 1 or 2 and said she would investigate more options, but no. Everything has changed since I followed up 2 days later, nothing.

There is more to this story we could add, along with emails if required, but I think you understand our disappointment and frustration. This was to be a celebration of finishing my cancer treatments, and hoping the future would be brighter. Right now, we are frustrated and disappointed. We will look to other travel agents in our local area and will no longer refer Sell Off Vacations.

If you’d like to discuss this further you can call me at [protected].

Cindy Vinall

Hi, I booked a vacation to Cuba through sell off vacations, and an agent named Robin. We booked early as a group because we wanted the guarantee to be together. This was recommended to us as we are a group. Since then the price of our trip dropped significantly and a solo traveler who booked with pur group paid less than double occupancy group members paid. I have reached out to sell off vacations and our agent and was told there was nothing they can do to change our price, even with price drop guarantee. I then asked for the number for su wing and was told that she spoke to the top person at subwing and nothing was going to change, so no information was passed along to me to contact them directly. I was then told to cancel our trip and book for the day before and we would still save money. Easy option to offer but we have all booked the time off to do this and cannot change it that easily...also we lose money..I have booked with sell off in the past with great success, and never doubted this company before. From the beginning Robin tried to give us to another agent, is always away, asked me to do the leg work for our entire group, and was upset when my sister wouldn't answer her calls and emails while she was in a meeting. There are also missed calls, no return calls, messages that she is not chasing people to book, and attempts fir me to book people outside of out group to save her from doing it I guess. We booked for 10 days in December diamond club and I am so disappointed I want to cancel the whole trip! I would like a price drop guarantee applied please, and some action to be taken to help our group out! I feel used, and considered a pain to the booking agent...who lives off of commission from our bookings ...please help

Hello, I booked a vacation on June 11, 2022 for Dec 21, 2022 to Puerto Vallarta - Crown Paradise Golden. I upgraded to the Ocean Front room. The total price was $3789.54. On Friday June 17, 2022 I notice the price dropped by $373 for the same room. I reached out to SOV. They wanted a $500 cancellation fee but in reality it was change request which should been $200 ($100 per person) this would have resulted in a saving of $173. The representative Dominika Bobak was very unprofessional with me and provided zero help or customer service. I provided a complaint. Her manager called me Thursday June 23, 2022 basically providing with the same zero help. She did not want to listen to my concern and thought I would just leave it at that. They both put the blame on WestJet. I called Westjet after speaking with Dominika's manager. Westjet confirmed the change should have cost me $200. Westjet checked to see if the price was still reduced to see if they could help, unfortunately the saving was only $74 so I would have no saving - pay $200 to save $74. At least Westjet tried to do something and they did prebook my seats at no cost and provided the best available seats. I am extremely disappoint with SOV. I have used them in the past but never again.

I purchased vacation to Dominican for 14 days, just came back 2 days ago, purchased V.I.P. adult only package for extra money but there were kids everywhere. Building that supposed to be “adult only” was sold to ppl with kids too, very disappointed. Left my kids home, wanted to be kids free and purchased that package for a reason(paid extra).Please advise, thanks

Good afternoon. We recently returned from a trip that was booked by Robyn Arnold. She had taken over from another agent who we originally started with. Her overall care and concern for our family and our needs was horrible. She was curt when I spoke to her on the phone, never followed to see if everything or anything was ok, left my daughter to fend for herself at the airport when our granddaughter wasn’t on the ticket. She just didn’t seem to care at all. Never informed my son that he wouldn’t have access to his luggage on his layover and when I inquired on the way back she said I would which is not true, they hold it overnight. I served 31 years as administration in the Canadian Armed Forces and I know how customers should be treated. Robyn seemed to wash her hands of us and I think she needs more training on how to deal with the public. Based on this, I would be reluctant to use your company again.