ICE Rewards
Reviews and Complaints

The changes that have been made from when I first joined.i 2008 I upgraded to Elite two yrs. ago from lifetime Prem. no extra charge ever. What a mistake! Premium membership included quarterly specials. Elite membership was not available when I first joined. I was told, I won't get quart. specials unless I joined the Elite membership. I would get Annv.Credits, never happen, emails would improve, no emails now, Quart, specials change to one to be able to use in the winter months, resort choices now are limited to a single week at el cid ever 3 yrs. and 2 at the Mayan. Far less choices for resort stays. I used my credits for a resort stay and the resort then canceled my stay. It takes , NOW THE POINTS EXPIRE IN 30 DAYS, 7+days to get the money put back into your account. The issue is, last minute booking, how are you going to use the money in 30 days! Points never expired in the prem., now all my points earn from prem. membership were change to expire in 2 yrs. Now if you book a vacation when you call in, there is a charge. Gov vacation and AF vacation club that are associated with Ice are so much reliable, emails every week, offer bonuses during the year, without pressure to buy into other promotions.

Yes, back in 2020 pay $2700 for a cruise and they also said they was going to get the 65,000 no actually 90,000 credit points OK and then it comes time to get a cruise I could actually go to vacation to go.com and order the vacation cruise cheaper than I could with them after me paying $2700 and then they also took all the points away and the cruise away. I have no points I have nothing.

In April 2020 we received a call from a Ice Rewards' representant to offer us to buy saving credits for $3,699 USD with a down payment of $399 USD and monthly (20x) of $165 USD. Today,

April 26, 2023 I received a call or the yearly dues (that I did not pay since 2020) and neither did I received a call to pay them.

Try to login in our account, membership has expired.

And being told that we only have $1,000 saving credits since they expired every year.

Bought a vacation in August to Dominican republic, called Ice for a price, they offered me a price higher than I was able to find myself. Was told they won't honor price because I have a customer log on to a web travel company. I finally agreed to go with Ice. To my surprise, when I got to Dominican, I had the cheapest accomodations that they had, the better ones were more money. The prices I found online were the better accomodations, needless to say it cost me an extra 200 dollars to upgrade and 100 for taxi to and from resort. Ice doesn't offer ground transportation included in price. In all honesty if you book a resort for just the resort, you pay same price as Ice offers, go to online travel and pay for everything included and your cost will be a few hundred dollars less. Using Ice this week to go to Mexico, will see how true it is that they promised, have to say, already is costing me 150 more for ground transportation to and from airport. Hope the 5 star hotel lives up to rating, so far on line best I found it at is 4 to 4 and a half. Wish me luck.

Booking ID: LNBK719657

RESORT ID: 8376

I BOOKED THIS TRIP THROUGH ICE A YEAR AGO! I have the email they sent me with the booking information. I paid $2172.00 for 6 people in a 6 person occupancy two bedroom room at Talk of the Town Hotel & Beach Club in Aruba for March 25, 2023 to April 1, 2023.

When I got to the hotel with FIVE people instead of six, they told me the booking was only for 4 people! In order to check in promptly because we were all tired from travelling, I paid an additional $70. for my 14 year old child.

I then called ICE, the woman I spoke to on the 28th of March told me I was correct the booking was for 6 PEOPLE, and she would escalate the issue to the appropriate department and they would email the hotel and see what the problem was. I called back 2 days later and was told the booking was not for a number of persons but only for two bedrooms which only accommodated 4 people. This is absolutely ridiculous, when I booked the reservation I had to choose the number of people it was for because it changed the price, so I don't understand what kind of scam is going on here but I am livid about this situation. I AM ALSO GOING TO PUT IN A COMPLAINT WITH THE BETTER BUSINESS BUREAU.

I should be refunded my $70. upcharge by ICE and apologized to for not correcting this in the first place. I have my email correspondence as proof that I paid for six people. I will also never book through them again and make it my personal journey to make sure no one I know uses them either. I am very disappointed with this whole experience.

Dear ICE Rewards (Raymond)

I am writing to express my disappointment with the service I have received from ICE Rewards. When you contacted me about purchasing ICE Rewards, you assured me that I could call you at any time for assistance. However, I have been unable to reach you when I called and left messages on your answering machine requesting help with finding a hotel in Seattle on the evenings of [specific dates].

I understand that you may be busy, but as a customer, I expect to be able to reach out for assistance when needed. It is unacceptable to not return calls or provide the level of service that was promised.

I am concerned that the focus of ICE Rewards is on generating revenue rather than providing satisfactory service to customers. This has been evident in my experience when I have attempted to reach out for assistance but have not received a response. I hope that in the future, ICE Rewards will prioritize providing quality service to customers rather than simply attempting to sell products. It is important to me that I am able to receive the support I need as a customer.

I would like to share my experience with the company and the challenges I have faced in trying to receive assistance with your manager and other ICE Rewards customers. I hope that my feedback can be taken into consideration as the company works to improve the customer experience.

I would appreciate a response to this letter and an opportunity to discuss my concerns further.

Sincerely,

Arcesio Lizcano

Was given a “free” one week vacation from ICE to Vidanta Nuevo Vallarta. Resort is awesome but the ICE advertised resort credit of $1375.00 USD is non existent according to staff at resort. They no absolutely nothing about it. As a result had to spend $ 1175.00 USD for meals and some amenities that should have been covered by ICE’s advertised resort credit. Have contacted ICE to no avail, best they could do was offer $1000.00 in travel credits on my account. This is unacceptable as extremely leery of ever using there services again, just want to be reimbursed for my expenses that should have been covered by the credit.

I am a long time ICE customer. My account is on automatic renewal with credit card on file. Even saw every year you send me no less than 50 alerts that my account is about to expire, even a final exasperating don’t let it expire notice and my account automatically renews

I’ve complained about this every year

This is a simple, solveable tech fix;

it just takes someone to take some action to forward and take action.

Therefore I’m going to close my account as a result of this annual harrassing annoyance.

Member Name:

Steve Gering

Member ID:

ICP12077DPZ

Renewal Amount Paid:

$29.00

Transaction Date:

April 13, 2022

Please refund and cancel my membership.

I have had a membership with ICE for nearly ten years; I have paid THOUSANDS of dollars to upgrade, upgrade and upgrade again. In December, because I have points to use, I ATTEMPTED to make a reservation for a cruise. (generally, I make my reservations through the cruise line). I was on the phone for 4-5 hours. I never received up to date itinerary, or statement. I tried to call back, and was on hold for HOURS. I called Norwegian, they said they were not allowed to talk to me, BUT, my reservation did not include third passenger (that was being offered for free), not were my “free benefits selected”. Additionally, a $500 deposit I made with Norwegian was not applied. Since then, I have called multiple days a week, been placed on hold for sometimes, up to 7 hours. Once someone answers, I have had to start all over, and walk that person through my reservation. Each time, I MIGHT HAVE been able to correct one issue, but everything else has remained unresolved. My reservation is a sham. STILL, three months later, my reservation is NOT corrected, I have spent well over 100 hours on the phone, on hold, and my reservation is still not correct… NOW, they are demanding the entire bill, even though my cruise is not correct. I BARELY received a recent statement, that had extra fees added, and an additional Airline ticket I never asked for…and here I sit, on the phone for hours and hours, trying to correct the discrepancies, but they certainly will call when they want money. A couple of representatives have threatened me by saying,” well, you can call back”, KNOWING that means I will be on hold for ANOTHER 6-8 hours. I would like my membership fees back, because by now, I feel raped. I have lost time, money, excitement for my trip, and any pleasant feelings related to this reservations. I have gotten empty apologies, but what did I pay for? I paid for reservation specialist who would save me time and money. What I have gotten is a bunch of random people who have a different story each time I speak to them. When I MENTIONED a refund of the membership I paid for, the person at ICE said,

”oh? You want to cancel your trip?”. These people KNOW that when this is the case, the months and hours I have spent trying to make a seemingly SIMPLE reservation will be negated. I am so sick to my stomach. They have a noose around my neck. Is there duck a thing as customer service and compensation, or am I just a number who wasted thousands of dollars on a company I had faith in?

I was checking my bank account today and noticed a charge for $32.20. I did not recognize the name so I called the number and it was a travel club of some kind ICE rewards. I've never heard of ICE rewards but somehow or another they got my debit card information and charged me for a membership fee that I knew nothing about. When I called the phone number the man on the phone explained to me that they were a travel agency and that he didn't have any of my information in the system phone number nothing so he couldn't help me. I find this to be very strange.

Without giving contract they are charging the client for the contract agreement which they never sent. I was trying to get my money back when I realized there is something not right, but they refused to return me money telling that they mentioned by phone verbally about 10 days cancelation. Well, During those 10 days their representative was promising me to send the contract with all details and never did. So they stole my money.

I booked a vacation for March of this year and needed to change the date to 5/31/21. I paid the $199 to changed my dates and never received the confirmation email so I called to check on it and was told my vacation was cancelled. This has been on going since 3/11/21 and nothing is being resolved. I gifted this vacation to my daughter and she has already purchased her airline tickets! I have talked to a half dozen or more people and each time I'm told they are working on it and will call me. Not one person has called! I'm going to file a complaint with BBB and dispute the charges on my CC if this is not taken care of by Friday 4/30/21

I signed up with Ice Rewards in 2016 and paid a one time membership fee and signed a contract. My rewards number is CCE11541. I only was able to use this "lifetime membership" one time in 2017. After that time, they said i would no longer have to pay membership fees, however the person i contact Carina Mcgee with escape by krystal. [protected] ext 69056 last voicemail from 9/14/2020. I have called 5-6 times and no response from anyone. I lost out on 2500.00 and would like a refund

It is under terrible circumstances that I have to write this review regarding ICE Rewards Travel Agency. I purchased a honeymoon package for Mazatlan for nearly $1500 in 2018. We planned to go in 2019 however I became pregnant and Zika was a huge concern. Knowing we had 2 years to use it we decided to book it in 2019 for this upcoming April- nearly 2 weeks away. However, the entire country, world is experiencing the pandemic of Covid-19. While Mexico is not a tier 3 country at this time, employers and the government is advising against all foreign travel, which is completely understandable!
Due to the immediate and unforeseen shutdown of schools, and other such businesses we decided we should look into changing our trip. I called on 3/15 at 11:22 am and spoke with a representative who stated that I could cancel and reschedule within the same phone call due to circumstances. Great! That's all I want to do! However, I was told we would need to wait until the next day (3/16). After discussing with my husband we agreed this is the safest thing for us and our 4 month old. So, sure enough I call back on 3/16 at 4:30 pm and after being on hold for nearly half hour I was told "we cannot cancel and reschedule. However we could transfer the package to someone else or lose our money. But refunds and reschedules were not an option". Yet the day prior I was told it was! These calls are recorded and they are not honoring their word. I am not asking for a refund, just to reschedule! I'm not trying to take business elsewhere just to reschedule to keep my family safe. I understand there are policies, I did pay for cancellation insurance and yet they are not honoring anything, not even their recorded phone call the day prior. ! What's the point of insurance if you expect me to call prior to 30 days?! At this point they are being greedy thieves during a terrible time in our nation! I will never do business with this company nor will I ever recommend any of my traveling friends to them. Every travel group I am in will hear of this experience and the disappointment and hypocritical business received from Ice Rewards.

Visited Krystal Cancun Nov. 2018 through BookVIP.com and ended up signing up for timeshare after 5 grueling hours of sales presentation. Ended up paying annual (Over $2, 000) membership to join ICE Rewards and Krystal Resorts and none of the benefits has been true. including the 4 free cruise certificates. In addition, the ICE Rewards website keeps changing and my user information does not work anymore.

I have been an ICE member from back in the 90's. Bought a lifetime membership around 2005/6 of $1, 000. Then I purchased a time share at Playa Grande in Cabo in Oct. of 2007. In that process they somehow gave me another membership.
Now I call and they cannot find my lifetime membership. Also seems Westgate in now combined with ICE and I had a membership there. Now Westgate Travel wants me to pay more money and they are telling me my membership is expired. I have paid several thousand dollars for upgrades along the way and they always want more money for supposedly better perks. My ICE membership number is IPC1056265. I have moved four times since my original membership and have changed emails a couple of times so this may be part of the issue. I need someone to call me who has the ability to get me back to my original ICE account where I paid for lifetime membership.
A customer service rep told me to go into my account on line. I find that it does not want to recognize my email or password I have on file. My address is 4508 E Barwick Dr. Cave Creek, AZ. ph. [protected]. I have lived at three other places in since 2001, all in Tennessee. (Franklin, Spring Hill, and Caryville, TN.)
I would like to get this mess corrected. Help me, Please Ron Bell

We have a 14 year membership that we never used. Brandon called us a year ago and offered us $1000.00us a year, sounded good but he forgot to tell us that that money could only be used as a percentage off some merchandise, hardly worth the savings, since we live in Canada and can get some of these items cheaper on Amazon. Also, we can get any vacation cheaper by using the internet than what these people can offer. Buyer be aware, if you aren't part of this organization stay clear don"t do it.

We paid for a lifetime membership several years ago. For the last year or more, the website does not acknowledge my email address and therefore will not allow me to reset the password. Worse yet, the phone number on their website is not available from B.C. Canada so I have no way of contacting them or getting access to our account! They used to call me regularly, but when I refused to upgrade, the phone calls ended and there is no longer any contact. We booked cruises through them, the last one two years ago. Since then, it's money down the drain because there is no service.

I have been a member for at least 7 or 8 years and have never been impressed with Ice Rewards. I haven't used them much at all except for the "free" vacations they had originally offered. I can say a lot but I will keep it short. First, I have 115, 000 points (which they really brag up) but that I have never really used because they only allow you to use a limited number of points for their chosen cruises or resorts, etc. When I compare ICE's prices directly to the cruise lines or resorts' prices, there are no savings. It's better to book directly with the cruise line, etc. Then I received an email reminding me that my annual subscription of $29 u.s. was due recently, so I tried to pay for it on-line but it wouldn't allow me. So I called their number to let them know I was calling to pay my annual renewal. The rep that I got on the phone said his name was Eric Carbajel (not sure if I got the surname spelling correct). Told me he was going to put me on hold to check if there my account first to see if it was flagged. He came back on and informed me that my account was in fact "flagged". I asked him why. He said my profile needed to be updated. Then he proceeded to tell me that he would be my travel rep for the next 5 years and gave me his extension number 69310 to call whenever I needed help. Then I told him I didn't have much time (less than 5 minutes and I had to leave - my realtor was picking me up), and I asked him at least a couple times why my profile had to be updated and he kept talking over me. I then told him I would have to leave in about 4 minutes and he developed an attitude and said, "if you don't want help, then we'll just leave your account flagged!". He then hung up on me! This is the kind of customer service ICE provides then I want nothing to do with them. And ll I wanted was to pay them my annual dues which didn't happen!