SellOffVacations

Hello.

My husband and I just returned from our 1 week holiday from Varadero, Cuba. We booked through your site and were not made aware of the shortage of food, and cleanliness issues they are having!

We were just warned to book a 4+ plus star hotel as anything lower would be a risk! The 1st hotel resort was for Blau Varadero resort. It was horrible from the moment we arrived there! Check in was the only great part about that resort!

Our room was not clean at all and had MANY black mold spots on the ceiling and in our bathroom! The shower head was falling off of the wall and the entire shower floor was slimey and had sand in it from previous customers. We immediately called front desk and asked to be moved to another room and they informed us to come downstairs and they would see what they could do. We got stuck in their little elevator (between floors) and sounded the emergency alarm but guess what?

It didn't work! We were stuck in the elevator for 10 mins before thank god, it started to move on its own again! I had a panick attack because i am deathly afraid of small spaces and this elevator was small by every means of the word! Their was only 1 working elevator by the way for the ENTIRE HOTEL because the 2nd elevator was broken and had been for over a week according to a paper notice by the elevator doors!

When we got downstairs, the front desk didnt apologize for being stuck and said that they would move us to another junior sweet room! That room was also a joke! More mold. Floors were dirty and we had no clean towels, toilet paper or once again, working air conditioning!

We called front desk and they said go for dinner at the international buffet and when you come back, we will fix the air for you! We went for dinner and there was NOTHING to eat! I mean, there was some sort of foods but it was all cuban cusine and tasted stale, or rotten! The chicken breast was undercooked and both my husband and I ended up sick that night with food poisoning.

We called front desk and they said speak to your rep in the morning and see about moving hotels if you aren't happy here with us! So, we waited till 10am the next day, met with Maria our rep, and explained the situations that occured! She went and spoke to managers and they offered A la carte every night for the remaining 5 days IF WE COULD BE ACCOMODATED and only if they had room for us! What kind of compensation is that?!!!

So, we asked Maria abouy moving to a different resort and she said that we would lose out on all of our money and have to pay whatever the fee is at the new resort of our choice! Seeing that we were sick, conditions were sub par and nothing was being rectified, we opted to move to Paradisus- Princesa Del Mar for an extra $1399.21 (I have the credit card proof to show this)

We had to wait till noon for our credit card transaction to clear and then we had to pay a taxi driver $20 usa dollars to transfer us to the new hotel because the Blau resort refused to cover the charge!

When we arrived at Paradisus, it was a great check in! Hotel seemed lovely and we were happy but our room was not ready till 4pm and we were told to go and eat lunch at the buffet! The food was not bad but again, there wasn't many options being a 5 star hotel.

Regardless, were hungry from not eating for over 24hrs at this point and exhausted from being sick and moving so many times!

Our room was finally ready ahead of time (2:45pm) so we checked in, gave the bell boy a tip and proceeded to unpack in our room! Dear lord. When we opened up the door to our bathroom, the smell of sewage was unbearable! It was vulgar and hot my husband's senses the wrong way, and he vomited!

Went to go turn on the air conditioner at this point to get some airflow through the room and don't you know it, its not working! Call front desk and they sent a mechanic but the mechanic couldn't fix it so they sent the bell boy back to switch to another room! Our next and last room was a disaster! Door handles corroded and broken.

Lights not working in half of the room! Air conditioning not working! Technician came and reset it and it was working until a few days in and then nothing again! Panel from the air-conditioner was not put back on the ceiling so we had a big open gap with exposed wires which is dangerous!

Parts of the wall in our bedroom was crumbling and falling down! Patio was dirty and unusable! Outside patio light was broken and corroded! We had a big leak in the ceiling of our bathroom!

Shower was leaking so you had to use the tub to bathe! We have pictures of it all as proof! We are seeking financial compensation at this point! We have paid over $6000 Canadian and we were scammed and not cared for properly!

This is the 1st time using your website to book a holiday and it was a disaster and someone needs to be held accountable!

Please get back to us asap with a resolution or what happens next! The booking was under Nathan Peattie.

Thank you.

On March 29,2025, it will be 3 months with no resolution to our ruined vacation complaint!

Last agent we spoke to said that resolution should be available by the 3 month mark (thats in 2 weeks)

I feel like we should have heard SOMETHING by now about our filed complaint or course of action moving forward.

Please contact us ASAP and let us know at the very least where we stand currently.

Thank you!

Nathan Peattie and Enza Campanella.

Buddy booked a vacation for me great but the flight is not direct and has way to much layover in Montreal need direct flight from toronto to cancun booki g number 7474**** name Steven stiles

We took a trip to Cuba and a return flight was canceled. We reached out to Regina from their Mississauga location, who is the branch manager and who also sold us the tickets, to help us out.

We were stuck in a foreign country with four young children, not knowing what to do or where to go. Our hotel stay was a nightmare. We wanted to get out of there as fast as possible, and she basically abandoned us.

She provided zero customer service or support. We will never deal with this company again; stay away from this lady and that location.

We have used Selloff Vacations many times here in Ontario. They are professional and pay attention to details.

Cassie Martin was our agent last week. She was very thorough, made booking our vacation easy and fun. Very fast sending out our documentation. She found our trip was hundreds of dollars less flying out of Hamilton airport rather than Toronto.

Hamilton is often more expensive. The point is that she looked and compared anyway.

Brilliant! Very happy

I booked a trip to Orlando from October 7th, returning on October 12th. Due to Hurricane Milton, I cancelled my flight and was told I could not get a credit or refund.

My friends booked through iTravel and they have received an email wherein they are willing to rebook the trip or allow a full refund with West Jet. However, Air Transat and Sell Off advised that they could do nothing for me and I should have flown into the eye of the storm.

I'm very disappointed with Air Transat and Sell Off, but it's obvious that the customer is not important. Do better.

I booked a trip to Orlando from October 7 th returning in October 12th. Due to hurricane milton I cancelled my flight and was told I could not get a credit or refund. My friends booked through I travel and they have received an email where they are willing to rebook the trip or allow a credit

Wondering if sell off can also do something for me

had a trip to Cuba Cayo Coco for a family of four.

the website led me do the reservation and it suggested that one room can accommodate 4 people , when i went there the hotel front desk told me that's not possible only 3 people in a room as maximum occupancy.

We had a bad sleeping experience thanks to selloff website misguiding , beware not to be screwed like me. The hotel offered another room for almost 700$.

to make things worst i contacted sell of customer number and an agent called MJ was my destiny of bad luck . He was helping only himself and the company .

Please make sure not to repeat my mistake don't believe the website room suggestion .

Spent six months fighting with them to be told that they were waiting for a refund from the airline. I didn't book my trip through the airline, I booked through Sell Off. I have since booked two other trips from a different agency.

Agent booked the wrong hotel for part of our stay, and not enough time at the other hotel. When we called to ask about this, she said there was nothing that could be done, and was supposed to get back to my elderly grandmother who made the booking with options but completely ghosted her.

When booking dates, you would think experienced travel agents(so they claim) would notice that there was a hotel stay missing for a night. After we contacted them, they told us to pay $400+ dollars to book the hotel for the same night(quoted $600+ for 3 nights) and we could fine a complaint that MAY get reimbursed in UP TO 16 WEEKS! Horrible customer service, they would rather see my ELDERLY grandmother stranded than admit one of their agents messed up. Ive been on the phone with them 5 times today and so far not a single person has offered me an actual solution that doesnt involve giving them more money.

DO NOT BOOK WITH THIS COMPANY UNLESS YOU WANT TO GET RIPPED OFF, STRANDED. THEY ARE CON ARTISTS

I have dealt with Sell Off Vacations for years in Ottawa and the level of service has been absolutely exceptional. I called this office, and they showed little interest in keeping in touch.

I located an office in Truro and spoke with an agent there that suggested she had lots of experience in booking large parties/weddings and could alleviate the burden of the details from the wedding couples, so they could enjoy the booking experience. I recommended this office and I am truly sorry I did. This was booked months ago and some of the more than 40 guests have not even received a paid receipt, or incorrect details have not been corrected. The bride, Madi Cumpson, and groom, Justin Garrah, contacted the head office to get this resolved and were suggested to deal with the manager in Truro and handle this themselves.

After speaking with the manager, I was assured that they would not only have the issues resolved but that better communication would resume. This has not been the case. The bride and groom have spent months trying to communicate from work with the office and nothing has been resolved. The lack of communication from the beginning resulted in 4 families and approximately 15 guests booking with another airline.

I have been a manager of a retail location for over 26 years and appreciate great customer service and know the importance to brag about excellent customer service, but I am quite disgusted after recommending this company for such an important life event that it has resulted in tears and the worst and most stressful experience in their lives. There has been no offer of compensation for the stress, embarrassment, and hardship this couple has experienced as well as the panicked guests! If I don't hear back to resolve these issues quickly I will be sure to spread my dissatisfaction publicly so no one else experiences this.

Please call 613-929-****. Sincerely, Tina Saxby-Garrah.

Good day It is tuesday march 17 at 3 p.m. and we are at the resort where the bar tenders have walked off the job.

Apparently they have not been paid and the servers have left also for the same reason.

We had to ask for a room change when we arrived because we were supposed To have a lagoon view and only seen garbage.

I asked one of the cleaners if we can have extra faced cloths for our rooms because we we're only getting one.

She told me that the room's only get one face cloth per day. Excuse me!

I want one to wash my body and one to wash my face but my husband doesn't want to wash his face with the same cloth.

I made a complaint to the front desk. We still only have one face Cloth in the room

525

This resort is definitely not a four plus I would rate this hotel as a 2.5 or 3 star.

Very dissatisfied

Sharlene brazil

4 Friends and i Booked 2 weeks holidays in Mexico.Feb 02/24 We all went into Sell Off in Calgary together and booked our trip Valentina. asked if we wanted cancellation insurance .We all said yes .NOW because of my heath problems I can,t go .

I phone Valentina over 3 weeks to tell her I can't go . She called me back and said I denied the cancellition insurance ... Which is so wrong . My 4 friends that were sitting there all said they heard me that I wanted it(Always get it )..I talked to her manager .

I asked if maybe I could transfer my holidays to a friend . She said she would check into it .She never called me back . Now I phone there NO!

Return call or E-Mail I get no response . I.m Out over $2600.00

I booked an excursion and when came time to do it the company providing the tour said they didn't have my info. Called Sell off they were zero help.

Had to buy it again.

I purchased a vacation package over the phone,after a few days my credit card was hacked!

The thing I did not used somewhere else,just by tapping in one store with a small amount of purchase!

All the purchases was made online by the hacker.

How come such a secure website can leak information about credit cards?