Jetsetvacations.com
Reviews and Complaints

We was meant to fly to spain on the 26th may with ryanair, jetset had sent us are boarding passes, on arrival at checkin my mother was told she could not fly as her passport had run out in the april but it still had almost 6 months left on.

Tui who we booked through never informed us that the law had changed in the eu, so why did jetset send her, her boarding pass without checking her passport or informing her of the change in the law. I don't feel this was her fault as no one ever checks issue dates only expire dates on there passport, I ran tui from the airport, who said there was nothing that jetset could do, and they are not willing to help in anyway, I feel that tui or jetset should take some responsibility of this, my mother should of been offered to travel on a different date or at least some vouchers for half the cost of the holiday, not just say sorry nothing we can do,

In February I booked a trip with Travel by Jen to Cancun For June 2019. We would be leaving from JFK airport and a direct flight to Cancun. (40/961) Interjet leaving JFK at 6:55. Arrive Cancun Jun 24 10:05am. Depart Cancun Jun 27 6:20pm arrive New York at 11:00pm.
I got an email late Friday night informing me that this flight is cancelled and the new Itinerary is with a layover in Mexico City and we would have to depart JFK at midnite
12:30am reservation: ECLFRQ. This is unacceptable to us since we have young children. I called Interjet at 1866.285.8307 and after speaking to several people, they would tell me to press option 5. When I would call back and press option 5, the phone would automatically disconnect. They told me that no one must be there and to keep trying. I tried all day Monday using my work hours and I have tried this morning as well to get the same thing. I would like a refund for the entire thing. I have had enough. I need someone to respond to me by calling me at (860) 986.2752.

I booked a trip from Aug 17-20th and spent over 5 grand for 7 people. They called me today and demanded 540 more because their online search only turned out 2 days stay for the hotel. I asked to speak to a manager and Matt exclaimed he was the manager and there is no one higher than him. I asked him how does he plan to resolve their issue and he told me pay the money or cancel. He didn't care and showed no compassion for the issue they made. NEVER BOOK WITH THIS COMPANY!

I guess I screwed myself. There was so much information being given and the advisor told me that my trips didn't expire as there were trips that had to be taken 12 months apart. I got a call today saying my deal expired and I would need to spend $500 to deactivate because all of the trips needed to be booked within 12 months and that I should have read the fine print. Then they stated that I could spend $300 and they would add a couple of extra trips. I should have read the fine print but I believed what the individual told me so I missed out on about seven trips I had already paid for. I had even recently called them to inquire about a trip and no one offered this information at that time. I will never get tricked again. If your customer service department was so concerned about preserving my interest, they would have called prior to the package expiring especially since I had called at the beginning of the year to plan a trip. Besides it takes so long for the trip to be confirmed that by the time the trip is confirmed the international flight fees are quite substantial. I should have stood by my first thought and not paid into this program.

Detailed below is an email sent to Travel by Jen/Jet set vacation about the poor hotel we stayed in that was supposed to be a 4 star hotel. We attached pictures as evidence. I have called from 09/09/2017 till 09/21/2017 and they refuse to let me speak to the manager. The last call was placed 09/21/2017 at 4:55 pm in which the customer service rep Susan told me "I am not going to look up your reservation, I am not going to let you speak with a manager" after this she hung up on me. Her tone was extreme disrespectful and so where her words. I am asking for a partial refund for the complaints made to the hotel manager at Grand Oasis Sens in which he stated that the travel agency will have no issue getting and a full refund for the day and half that we lost out on because we left due to poor treatment. To fix this issue please refund us both back for the money paid for September 8 and September 9 as well as compensate us for the hotel like the manager Geraldo stated he would. We do not want a company credit especially with Susan hanging up on me. Also, I can not attach an invoice as the hotel and the travel agency refuse to provide a copy so we can see what exactly was paid to the hotel.

Hi
This email is an effort to get what was promised by the Manager During our stay. He stated there would be no issues with us getting money back yet it is. We arrived to Cancun, Mexico on September 6. When trying to leave the airport there was no record of us for transportation the shuttle place sent us in a private shuttle because they did not have our reservation. When we arrived at Grand Oasis Sens we were given a room that had a cracked tub and was leaking water. At around 3:10 we asked for a new room. The front desk clerk did not want to give us a new room and claimed none were available stating she would send someone to fix the room. When I asked for a manager she provided us a new room in under two minutes. The new room was not much better it had mold, windows was dirty, and the paint was coming off the wall. We did not complain again because it was so hard getting the original room changed. September 7 was my birthday we booked an excursion that was falsely advertised and we made 2 dinner reservations. Before heading out for our excursion we informed the front desk that the toilet was broken they said ok and that they would fix it. This was at 8am on September 7 we returned at 6pm. When I went to use the restroom at 6pm the toilet was not fixed I then called the front desk they said they would send someone up. At 6:53pm my mom called and was hung up on. She called again at 6:54 and was hung up on again at 7pm I went to ask for a manager at which the supervisor Fabio asked how he could help. He sent workers to the room to fix the issue at 7pm. I also spoke with the manager Gerardo about all the issues. I also told him it is a sanitary issue and health concern for them to allow urine to sit in our room for almost 12 hours. He agreed I also asked if the housekeeper came to clean why they did not bring up the issue as well. He agreed and apologized and he stated that they have records of our complaints and we can contact the travel agency for a partial refund. He stated you guys should talk to customer service or reservations.I went to use the restroom and the toilet had not been fixed though the worker had left. This was at 7:25 pm. I then had to go back to the manager with a picture of the toilet and had to inform him of how to fix the problem and that it's not plumbing issue but the handle isn't working. In Spanish the manager had to beg the worker to come back to the room. I informed the manager I was extremely frustrated to have to deal with this on my birthday and that I truly hope I won't have an issue getting money backe he said I won't. At 8:30 we had reservations at a restaurant in the hotel called the Box I made the reservations earlier that day and it was confirmed. When we arrived we were told that our reservation was canceled and rescheduled. A Hispanic couple came in and said they had reservations for 8:30pm. The waitress sat them so I asked her "So you canceled use for a Hispanic couple" she then said o let me see what I can do. She made the reservation but the overall experience and customer service at this hotel was so poor and disrespectful that we booked our flights and left early on September 8. I have attached photos to show the toilet after the worker left as well as the poor room conditions. Also the majority of the restaurants on the resort was closed. Also food and drinks was extremely limited with one bar on the beach and small food portions. There was only a buffet for breakfast and that was it.

This is a copied message from what was sent to travel by Jen who instructed me to contact you guys directly for a refund

The agent was never available by phone. We were supposed to check in for everything on our own. Spirit airline was the airline of choice which is a horrible airline. They want you to pay more after the package for bags, seats, etc. We had a canceled flight with no help. We ended up having to book our own flight and contest the charge with our credit card company. Almost ruined our honeymoon!

I had a horrible experience with jetset vacation/travel by Jen too. They weren't up front about all these extra fees and the resort they put us at was under constant construction so it was an awful and noisy stay. The resort told me that they disclosed this information to my travel agency already which I knew nothing of and they should have told me before taking my money. And the arranged ride to the airport that I paid for through them spent the whole ride being rude and disrespectful because we made him wait 5 mins while we ran back and got something and when I said that he can't keep speaking to us like this and that it's horrible customer service, he said "welcome to Mexico" and I have the whole conversation video taped on my phone. When I tried to explain my experience to jetset/travel by Jen they made it seem like it was my fault. Like why didn't I email them from the resort right away? Well the resort didn't have wifi, I had to use my own data to find the booked confirmation because the resort didn't have it and demanded I showed it to them. All in all it was a horrible trip and they said they'll put my complaint into customer service and they will get back to me in 60 days. No such thing.

When I booked a vacation with jetset vacations, I was automatically booked on a flight that leaves at 1:00 in the morning but was told I could change it within 24 hours. However, when I tried to contact them within the 24 hours, they were closed and despite leaving a message was told it was too late and would now be charged like $300 extra to change the flight. The customer service was terrible. They blamed the airline and myself for not changing the reservation myself. I could not have done it even if I wanted to as I was never provided with a confirmation # . I had to contact them and ask for it. They should be responsible to make the change at no extra charge to make good on their promise!

Our friend booked a trip to Costa Rica for all of us. It should've come as a clue when we entered our credit card and the trip was "booked" that the very next day they called and said, "Sorry, you are not booked". That was the first thing. We fixed that issue, no problem. I'm pretty easy going.
My biggest issue with them is their "Cost-saving" propaganda. You book your flights through Spirit airlines, which charges an additional 45$ for each carry-on bag and 45$ for each checked bag. That bumps the price up. Still, we get to Costa Rica (by the way, don't use Spirit, our flight was delayed several times!).
Now, we wander around since our travel agent didn't feel the need to explain where the car rental was. FYI, if you are using "Thrifty" it is about a mile from the airport. They have shuttles, but we were lost for a while. Still, obviously, we should have taken the time to find this out before we went.
We go to rent our car (included in the package) except OH, we need to purchase mandatory insurance which is not included in the package. To the tune of nearly $400 extra dollars. I don't feel like we are saving money anymore. We finally get the car. By this time it's about 3-4 PM and we need to drive over to our hotel which is three hours away. We didn't realize the drive would be as harrowing as it was. They rented us a Yaris which barely had the muscle power to make it up the mountain! Oh, and please be aware...that three hours was actually six. Six hours. I suppose we should have researched driving in Costa Rica before we went. But, then, I thought, "Surely, the travel agent would warn us of the traffic, the dangerous roads, the people randomly walking in front of your car, the cost of mandatory insurance, the PLACE where you would need to rent your car".
So we make it to the first hotel. We were supposed to be with our friends but they couldn't manage that. So we were in a different hotel the first night. Then traveled over to the 2nd hotel. Just a mile away. That was fine, sure. The last hotel required driving another 8 hours to the other side of San Jose. All this driving? For a six day vacation?
I only blame myself for not doing the research. But isn't that what a travel agency does? Make vacation planning easier?
I do not suggest using them. They should be well aware with all the trips they book to Costa Rica, that tourists driving there should be well cautioned.
In accordance to what I have seen, I can imagine Mr. Robert of Jetsetvacations (Also known as Travel by Jen, see Yelp) will offer a myriad of excuses. I am not interested in them. I chalk it up to a very expensive mistake.

We recently went on a trip to Costa Rica, (September 19-29th, 2012) and we can tell you that it was and interesting, harrowing, adventurous, crazy journey, and we survived.
We booked with a company called Jetsetvacations (also associated with Travel by Jen) for a package deal which included a rental car, hotel, canopy tour and hot springs for 6 nights all for $800 pp all taxes and fees included. (We extended till the 29th on the day we were scheduled to leave) Sounds like a great deal right? Well it was not so.
When we arrived in San Jose it was 5-6pm and very visibly getting dark. By the time we got our car at Adobe Car Rentals, which is located about 15-20 minutes drive from airport, it was pitch black out!
We took longer to get on our journey because they had to see if they had an automatic car to give us, instead of the manual that we did not realize was booked for us. Wouldn't you know it they had one, with the gas tank only ¾ full, and for an extra $60 US it was ours!
At this point, we were exhausted and overwhelmed, and then we were told (only after enquiring about how far our destination was) that we would had to drive about 4 hours to our destination...ok so we have GPS no problem...wrong!
Little did we know; as the car people gave us no warning of the potential danger we faced driving up a narrow mountainside with only forest cliff drop-offs, fog in which you can barely see 1 inch in front of you, and winding uphill roads...for 3- 4 hours!
Anyway, almost four hours later (on top of 7 hours of plane travel, adrenal stress overload and post-traumatic stress disorder syndrome) we arrived at Montana De Fuego, our first destination, alive so our vacation in our opinion was a success!
Our room, at Montana De Feugo, was weirdly laid out (we were told it was an upgrade as they had given away our original room...I guess they thought we weren’t going to make it uphill either), and in one room I was awoken to a piece of the ceiling falling down on the pillow beside me because it appeared the A/C moisture caused the walls to ripple and the wood to become moist and brittle.
So to recap, our trip would have went a lot better, and we would have felt safer, if we had known a few days of our journey would have to be dedicated to driving.
If we have been honestly and openly advised by JetSetVacations of the driving times we would have looked into staying longer giving JetSet more of our business or preparing ourselves beforehand for an extended stay by reviewing other lodgings thus saving ourselves headache and money.
Also, our trip would have went smoother if we would have been put up in a hotel in town until daylight so our drive to our first destination was not so harrowing or at the very least better if we could have arrived in daylight so that we could see the roads.
In conclusion, we will not book with JetSet Vacations again.

Booking with Jetset Vacations in not a problem. The transaction is not the issue. It is Jetset's lack of full disclosure. We recently booked a 7 day trip to Costa Rica from Sept 19th 2012 for one week. What Jetset does not tell you is the details.
Here are the details:
---Your flight will be from 10am - 5pm. You will get your Adobe rental car (standard) included. Driving an automatic is extra $, but to fully insure your car you will pay $380USD over 7 days (including a necessary GPS). So check with your credit card company first to see if you have auto insurance coverage and how much for total loss on a vehicle. Also, if you don't fully insure the car for total loss, they will hold $800USD on your credit car vs. $300 if you do.
---Once you get your car, the sun will be setting by 6pm. So you will be driving at night. We had to go to Arenal. That is a 3 hour and 45 minute drive with 75% of the way up and down a winding mountain in complete darkness with, pot holes, speed bumps, and FOG that you can't see beyond 10 metres.
----At all the resorts you will be staying at Tico's and their families have the run of the place at any time, but mostly on weekends. They will show up by the hundreds, with children in tow, speaking Spanish only, and using all the common areas that you will be using. That is the restaurants, pool, beach, beach chairs, and anything else you may want to partake in as a guest. This is exactly what happened in Punta Leona (close to Jaco).

Jetset organized this vacation for us, but now that we know better, we would never use them again.