Sell Off Vacations
reviews and complaints

I've been trying to use vouchers on a cancelled trip to Hawaii that had been planned for December 3,2021.Because of covid we had to cancel but we were promised vouchers

I've Tried several times to get an agent to get those vouches to be used on "any destination"

The agents are all very helpful in trying to get these vouchers unblocked but the agents say that it is extremely hard to get an answer from intair.

after several attempts, I did get an agent to get through to intair ,well guess what, they don't have flights to my destination.

The SellOff agent explained that since I booked on line, SellOff can't really do much to help me get these vouchers on the destination of my choice even though Sell Off communicated that we could travel to any destination we wanted.{I have their e-mail}

All of the communications though, came from SELLOFF. How do I fix a catch 22 problem.

SELLOFF says it's INTAIR and INTAIR only deals with travel agents.

I guessI 'll have to kiss $2222. 00goodbye...Very Expensive lesson leant..

On July 31st 2021 I went to sell off vacations office on Franklin Blvd in Cambridge. I wanted to cancel a vacation I had booked with Air Transat. I had purchased cancellation insurance and intended to use that. The agent submitted my request under COVID protocols and not the cancellation insurance. Since that time I have e-mailed the agent many times only receiving two responses other than out of office replies, in the last eight months. I have tried calling customer service and was disconnected when I mention the word refund. This is now 12 weeks beyond the original departure date. I still have not heard anything re my refund, approximately $2425. I have all of the original documents and have kept a copy of each attempt to reach Sell Off. I would like my refund as soon as possible.

Reservation Number [protected]

On 3/29 I noticed our return flight seats from Punta Cana to Montreal changed. I emailed SOV right away look into this on 3/30 AM. After hearing nothing from SOV I called air Transat myself on 4/01 and made the change myself and resolved the issue keeping us in the front of the plane and together as a family and I was very happy with them. On 4/04 I received a call from Tammy at [protected]. I missed and the call and she left a message that they moved us to row 19 from row 8/7 so we could be together. This is completely unacceptable as I had already corrected this and was done without my approval. The change I made was to put us in row 8G, 7 H, J, K as a family all together and still a window seat for my child.

I booked a last minute trip to Cuba through selloff. The resort I booked and stayed at, Paradisus Veradero, was not as advertised. The resort was actually split into 3 sections, and the majority of photos used are of course the nicest section. When reading the advertisement it was not clear that this resort was separated at all. We had booked an overlapping vacation with other family and because the separations are not clear in the advertisement we were not in the same sections. They were unable to accommodate either of us to move sections. The resort seemed to be just getting back up running maybe? There were minimal staff, service was inadequate, food was horrible (and I’ve been to Cuba multiple times so I know the food situation there typically). They said they had no access to certain products such as eggs so it was the same minimal food options for every meal. The resort only had rum and beer which should be mentioned- as someone who doesn’t drink either, the all inclusive was not worth it. Typically staff members are friendly and say hello, small conversations, etc. there was none of that. The resort was 90% locals. They seemed to be catered to while my family fought to get attention even with tipping. The staff allowed some people (all locals) in dining areas with no covers over their bathing suits but I was denied entry every time which I took quite personally. My son (7) needed medical attention and the resort doctor looked at him and said I have no idea you have to take him to the clinic. The clinic doctor took us in right away and with one look gave us an answer. This made me lose trust in the resort doctor. The lifeguards slept on the beach all day begging for people to get them drinks because they were not allowed any by the resort but expected to sit on the hot beach for 8+ hours. There were only 3 of 6 a la cartes open. We booked one and when we arrived the restaurant was closed. The 24 hour snack bars were all closed all day. Like I said I’ve been to Cuba multiple times and I have never experienced it as unfortunate as this. This is the most I have ever paid for a Cuban resort and it was by far the worst.

We travelled to the Playa Blachata resort the week of March 15th and were totally dissapointed in what you showed as your offering on your website to what was actually their services and amenities, You mention that the hotel is a higher rated hotel which is horrible, the food was horrible. You should also mention that the hotel opens it;s doors to the locals on weekends, which is totally overrun and out of country tourists get to be 3rd class visitors. You mention that Wifi is available you should mention it is only in the lobby, I needed to do some work while on vacation and doing it in the lobby was impossible with no place to sit and work in private. Adding a new plan cost me $18.00 a day, your play on words in the hotel advertising was almost false advertising. You also mention in the hotel ad that with the hotel next door we could use the services and amenities...Yes you can use the pool at the Senators hotel but that was it, any of the a la carte restaurants were either an additional fee of just not available. I have been using Sell off vacations for years for a total of probably 25 to 30 bookings... this was totally unacceptable. Also knowing the connection if Sell off to Sunwing you should be held more accountable. Once i figure out how to communicate to Sunwing, they will also get a horrible review, we could never find our representative who was supposed to be on site each day in the morning. We have travelled to many different Caribbean destinations thru Sell off vacations but you need to represent the resort properly or drop the destination. Thank you Rob M

I was given a gift certificate when I retired but the London Ont branch is closed. How do I use my $250 gift certificate?

I booked a sell off vacation package (it was a westjet vacation) for myself and two daughters. Thunder bay to Cuba one week.

Unfortunately we had a weather delay and dealt with our Thunder bay branch to get us back on track, my agent was Deborah Ross. everything was fine for the week we worked together and rearranged our travel dates to continue the following week. Unfortunately, the following week our flight was cancelled again, this time due to staff shortage, and we were bumped to the next flight to Toronto the following morning, later that flight was bumped for the same reason and we were going to miss our connection again. In a desperate attempt to salvage my vacation after 3 cancelled flights and whirlwind of moving work and childcare around, I purchased tickets on a different flight to make my connection and get to my scheduled vacation. Afterwards I contacted Deborah, explained my situation and that I had paid over 1500 dollars in extra flights and baggage fees and needed support to deal with Westjet. She refused and I asked again if she could help me with the claims process as there is clearly a section for agents to assist. She refused and basically told us not to bother her again. This was so disappointing, this was the first time I had used Selloff and we had some hiccups, when we speak to Westjet they tell us it selloff that needs to help us when we speak to selloff they tell us its Westjet. We had a really tough time and are out 1500 hundred dollars and just needed some support.

Hello, I am presently staying at the Be live Canoa in la Romana. Booking reference 454HII. I would like to what is the procedure in order to get a refund/compensation in regards to my trip? This Hotel is one of the most run down places I have ever stayed in. The room are dated and worn down, headboards where removed due the noise they make because they not attached to anything. The beds are the most uncomfortable I have come across. The AC sounds like we are in a plane, no actually louder than a plane. The beach is nice but once in the water it’s a coral, so water shoes are a must and is very unpleasant. At each extreme of the hotel is a stench of sewage beach side. No cable, internet is joke but it can be improved by paying $10us per day. I’ve lived for 11 years in the Dominican Republic and this is below substandard. My son are here for six days, which is a short trip. Food is terrible, didn’t go to Cuba because we dislike the food so booking here with thought we would be safe, guess not just as bad, I’ve been many times to Bravaro, Sosua and never had it this bad. Would appreciate that you tell me how to proceed as this is not worth the money I payed! This Hotel or should I call it Motel should be closed! It’s a hasard and a total ripoff.

Thank you

Sacha Leemburg

[protected]

Our travel agent Kim is not helping us. She has caused us stress and never returns emails or phone calls. The last time we had to wait 4 hours on the phone which was yesterday. Four of us have paid out in total $5996 not including the $1431 we paid in insurance and down payment.

We paid the full insurance and then postponed our trip in December to Mexico due to Covid. WE did not want to postpone - the situation gave us no choice - hence our insurance. She made us feel bad then - never returned any emails until days later - and she never answered her calls. We had no idea if we were going to have a travel credit even though even though we all paid our full amount. She even asked us then why would you cancel - did she read the Covid headlines ...Finally she said yes but reluctantly to try to obtain our travel credit. And now when we tried to rebook with her she said we are not allowed our full amount travel credit even though we paid the full insurance.

And then we asked to book at dreams Punta Cans for April 5 - 12 2022 and she said she cannot book that as she has to wait to see what they say - why... and why did we lose some of our travel credit.

Please some one help us - she has treated our whole group as though we are escaped prisoners . Why is she not helpful and kind. I loved Sell Off Vacations - we always went to Sell Of Vacations and had great experiences until we met Kim. It has been such a horrible experience we will never do this again. WE have a tradition that we go with our family who also has 75 year olds travelling with us - and Kim has made this the worse experience at a time when we all need hope.

Please help us.

No one should have to be on the phone now I believe counted in total 18 hours trying to find her and no one else seems to be able to help as we must be under her booking authority ...

Our booking number is Reference # [protected] and also

#[protected]

I think this whole dealing with Sell off Vacations has been ludicrous and almost client emotional abuse from lack of care or help. Which is not what was experienced before - I understand these days are stressful but we just want to travel again and we paid are full insurance and have found a place we would like to visit.

Thank you -

Any help would be grateful.

Hi my name is Michael e-mail [protected]@gmail.com

I went to Varadero Cuba for my first trip ever and the resort was advertised as a 5* resort , I upgraded to privilege as well

When I got my room there was nothing in my mini fridge I asked for it to be filled and had to wait till 5pm for it to be stocked with 3beer 1 large bottle of water and 2 pop I asked for more pop because I would go through at least 6 a day and they said that what was put in the fridge is all they could do

Also the snack bar was closed the first day so I could not get anything to eat after 10pm

Disco was closed when asked why they said because the resort was only at 40% compasity so why advertise that it’s open

Only 1 or 2 Al eh cart restraints open each day and when I would try to make a reservation they said all booked but I thought upgrading to privilege I had booking priority for reservations ?

Buffet food was horrible and the Cubans would cut the line and get service before people standing in line

There was no dinner at the privilege Restrant/lounge the first 2 days and the concierge was off the day I arrived

Getting room service was next to impossible?

I ended up just paying for a early flight home at a cost of over $500

Selloff vacations reference #[protected] for a trip Jan 1/22 to Jan 8/22 Calgary to Cancun. The itinerary sent when trip was booked Nov 14/21 showed flight at 1045 Calgary to Cancun. No mention was made by booking agent to expects edocs to be mailed at a later date so we went by the initial itinerary showing 1045 flight time and we missed the flight which turned out to be 0815

I called to cancel my trip to Cuba after finding out we tested positive to covid a few days before my trip. They said it was outside my 72 hours. I explained we found out my brothers family tested positive so we did the responsible thing and got tested knowing we were leaving on our trip. We tested positive so I called and couldn't get through and when I did the agent was rude and said I wasn't getting anything back, I explained to her what had happened, I Also called a few times before and waited long time for an answer Because I was concerned about the omnicron variant also in Cuba and around the world, I have anxiety and also called air transat which told me to deal
With sell off vacations, I'm getting the run around from both sides, I just want a voucher, I'm a single parent an I'm supposed to loose out on over $4000? I'm not very happy at all! I saved money and time and efforts for this trip to happen! Please let me know if I need to take legal action

our names are pietro diodati and luigi smargiassi we booked with sell off in laval our agent was melina barghi gave us a bad service she didnt want to do followup on our refund the refund with air transat was1936.15 the refund was send 1 february 2021 we were suppose to recieve it on 28 june 2021 nothing yet we went to see melina may times told us it wasnt her problem if you have any questions please call luigi smargiassi at5149430364 or pietro diodati at [protected] email [protected]@hotmail.com if we get no news before january3 2022 we shall go to small claims

Heather from sell off vacations customer service is for lack of a better word "racist" I called seeking to change the hotel that I was suppose to be staying at for my Mexico vacation. I could tell right off the bat that she had an attitude while dealing with my issue, I'm guessing it's because she heard the "black" in my voice. She proceeded to tell me that she would address the issue and call me back. I waited for several hours for the call back and once she did it was the most unempathetic let down I had ever received. She simply said "it can't be changed as it is with 21 days of the time you are scheduled to leave & if you cancel you loose your money, enjoy your vacation"

My wife seeing my disappointment called the following day and got Heather, explained the problem in the same exact words as I had done the day before but I guess once again she heard the "white" in my wife's voice. She promised a call back as she did in my case, called back faster than The Usain Bolt track record with wonderful news that the changes had successfully been made. Even while I was on vacation I could not enjoy it regardless because the question was still in the back of my head as to why the changes couldn't be made for me but was promptly done at my wife's request.

This morning we booked online vacation through this company (sell off vacation) booking failed but money on my credit card were put on pending status 2700 canadian dollars, i went to the office in point clair st.jean in person and employee (Leela) said she cannot help and asked us to leave the office (i have a voice recording when she was letting us go out of the office).
Now I cannot use the money to book another vacation since they are on hold.
We have already planned our work vacation and paid a baby sitter but now we cannot do anything until the money are free again. Called the bank and was told they cannot help and we have to wait 3-6 days to get our money back.
That means i lost my work vacation and in 6 days the high season will strat and prices go very high which we cannot afford.
They said issue was due to a technical problem but us as customers don't care we just need our money back to re-book before loosing our planned work vacations and before high season hits us.
Why we are paying a price of technical issues as customers?!

Hello,
I booked a vacation package and realized when I got my booking that the wrong room was booked. I called them right away and was told to call back the next day so that they can contact their provider.
I did, and they told me this will get solved and I will get a call back the next day.
I did not receive a call back and called again. This time they told me that it was too late and their provider would not change the booking...
Extremely frustrating.

John Staples Reference # [protected]
Departure Date November 2, 2021 - November 9, 2021
Ottawa to Cayo Coco, Cuba

I have the recordings of our transactions and I called Many times but I called on October 29, 2021 to try and get information from Selloffvactions. I spoke with Mr. Cecil. He told me that I should try and they will try to contact Air Canada to try and change me dates for my vacation on account of Covid Restrictions in Cuba. ( For the record, as the customer, I have no authority to make changes, this is your duty before 48 hour of the trip )He said that they will try and contact them. I have confirmation that you have a phone line specific with Air Canada and that since Selloffvacations was my agent, Air Canada can not make the changes unless it is 48 hours prior, therefor Selloffvacations is responsible for my request. This did not occur and no attempts were tried. I spoke with Air Canada and cannot do any changes, it must come from your company. This is the first red flag. I had to use my resources and at least 3 hours of my time trying to get answers from your personal.
After many calls and recordings to your company no one returned the call regarding changes. I called each day and they said they will contact me when they have an answer. Nothing.
So, I had no other options, since your customer service (with Cecil was rude at the end) and you did not give me the services I requested. I would have paid the extra fees.
I went to the airport for my Departure on November 2, 2021 and reported to Air Canada Kiosk. The Two agents Jennifer and I did not get the other agents name where CERTAIN that I needed a 72 hour PCR test to travel to Cuba. I told them that was incorrect. They said no, and that we can not let you board the plane. Blood pressure to the roof, I left the airport with my ride and as I was driving home, got a call from Nathalie from AC saying they were incorrect and that direct flights were exempt to fly to Cuba and to return. I did and was very upset. I went and told them this is not over and will be making this complaint. Unacceptable.
Now in Cuba, someone took my luggage and didn't get it until the next day.
On the return to Ottawa on November 9, 2021, from Cuba, I experienced more trouble from Air Canada. In Cuba, they only gave me a ticket to Toronto and said get your ticket to Ottawa there. ( Why is this practice used. Even AC personal could not give me answer. )I am at the Toronto Airport. about 12 people are trying to find the D area to connect. There is a gate closed and no persons around to guide any of us. We scramble, and were told to go down to customs. This was supposed to be done in Ottawa. So now we need to do the whole customs process all over again. I had to return from customs cause the Cuba Airport store did not put in my receipt for my Rum. I had to backtrack again and thank god I had a carry on bag, and they let me put the bottle in there and check it. The woman says, your going to make me walk all the way over to the other counter to put your luggage on the conveyor belt. I was floored. Then returned to do customs all over. This whole vacation without any help or assistance from your company really put a sour taste into using your company ever again. I booked through your company 4 weeks prior to Mexico. I travel frequently for 30 years and I am not a novice. I want a Supervisor to return my calls or email me. This also will be written in my review on TripAdvisor. The last thing on the Air Canada Flights from Ottawa to Toronto and return at least 60 % of the people had to cover their ears from how load the hydraulics were which did not seem safe at all... the sound for at least 5 minutes was deafening and really unacceptable. We shouldn't have to block our hearing on account a of poorly serviced Air Plane. Never witnessed this sound on a plane before.
I respect that my complaint would be handled accordingly. I was Planning another vacation in January and would expect a percentage credit toward my next vacation for what I call one of the worst travel experiences I have experienced.
John Staples [protected]
[protected]@gmail.com

I have copied this complaint for my personal records.

Regards,
John Staples

Hello,
I have purchased 7 days vacations including travel insurance to Bahams Atlantia resort with Sell Off Vacations.
The travel insurance I have discussed with Sell off Vacation representative was suppose to be the best for all covid 19 related situations.
I did trust the travel agent when she said " you have very good coverage for you and your family for up to 5 million dolars"
While on our vacation, our daughter tested positive for covid 19 and we all had to quarantine for 10 days, we had to pay for the hotel, food and to buy new flight tickets.
While we were quarantining in Bahamas, I have called our travel insurance and opened up a claim and was told that yes, we are covered by our policy and the insurance agent even called to our hotel manager to discuss hotel billing directly to the insurance company. This option was denied by the hotel manager.
When we finished our quarantine and came back home to Canada, I have provided all our reciepts to our travel insurance for review and recently have received denial letter.
The reson for denial is that our policy covers a trip interuption ONLY FOR TRIPS LONGER THEN 31 DAYS.
Why would I purchase a travel insurance for a a trip longer then 31 days when I purchased 7 days vacation.

I have trusted our travel agent when she was offering me " the best travel coverage for covid 19 situations"

We spent extra about $ 6 000 for our extra stay and new flight tickets and now the insurance company doesnt want reimburst our money.

Please respond what can be done in this matter to [protected]@yahoo.ca

rgds
Karolina Banomova

Booked an all-inclusive vacation for October 2021. When I was booking tickets online, there was no options to selected Price Drop guarantee or any of that sort. A week later I check the tickets and they are $100 per person cheaper for the same room. Tried calling and the agent was condescending and rude- she said they won't change or adjust the price. I asked if u can do that a better room for the same price (as it is on the website right now). She said no. Seriously?! And in these times when travel is slow that's how you treat customers?

Good afternoon,

I have been working with the same agent since day one Judith Mossman from the Nova Scotia location. I had called and requested some information on travelling in Cuba I asked for suggestions on the best ressorts for my price range. She e-mailed me 4 different resorts. I told her the Melia seemed like the best fit for our trip and budget. A week or so later I sent her an e-mail and said I was ready to book the Melia as she had suggested. I called her and we took payment and confirmed flights. The next day when reviewing the e-mail confirmation she sent me, I noticed it was a different location than what she had recommended to me previously. It was a Melia however a completely different resort on the other side of cuba that I had done no research on what so ever. I called in and another agent gladly fixed the problem. This probably took over an hour of me waiting on hold with anxiety but I was glad someone was helping me. During my time working with Judith I felt she had an attitude and was often annoyed with my questions, after she didn't book the correct trip I was happy the process was done and I wouldn't have to deal with her again. Today judith called me due to the new restrictions with COVID-19. She said they were calling everyone to give them options. Every time she calls her phone line breaks up, something I told her months ago. Even her voice mail doesn't record properly and it's very obvious to who ever calls her phone Line has an issue. Months later she calls me to talk about my trip cancelation and I can still hardly hear her. She was very unpleasant and rude. She advised we could get a travel credit for our trip this was probably the best option. I said "okay we will do that. Do you happen to know what would happen if sunwing didn't survive as a company would we get our money back?" She replied in a (smart [censored] tone)"how would I know that? That's obviously not information they give to us." I have done research, put money aside for a year, waited on hold, ordered clothes online, planned every detail of this trip. I have been nothing but kind and reasonable over the phone even when an error was made on her behalf. She calls me to tell me it's canceled and she gives me attitude when I ask a simple question? I am honestly mind blown, this is her job! I have not felt once she was happy to help me or wanted to answer questions. She has been unpleasant from day one. I have never in my life took the time out of my day to write a review but to be treated like an idiot when I ask a simple reasonable question. This is my money, 2500$ of my hard earned money and she can't answer a simple question without giving me attitude. I am VERY disappointed in the service that was provided by her and think that she shouldn't be serving customers on your behalf. I won't be putting my trip in your hands again if this is the type of treatment you offer.

Regards,
Melanie Fahey