Our trip was cancelled suddenly due to Covid 19 and they refused to provide a statement to John Hancock Travel Insurance company so we could get our payment back. They gave us credit for alternate trips, which were more than 4x the cost of our original trip. So, they eventually took our money due to "expiration date" of the credit. They are nothing more than thieves and should be indicted for this criminal activity
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Rob
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September 26th, 2025
We actually did not travel as circumstances changed that. However, While canceling and requesting a refund, the RUDEST person in the world was "helping" us. Her name is Nancy.
Show moreTrip date: September 2025
COMPLETE SCAM - DO NOT GIVE THEM ANY MONEY!!! My story sounds like everyone else's. Paid money, missed one of their multiple, random "deadlines" and had my trip cancelled and had $2200 USD stolen. They'll extend a credit if you request it, but you'll need to invariably need to send them more money for rebooking fees and a substantially more expensive trip cost. I'm not convinced that any positive reviews are bogus to keep people's hopes alive and sending more money.
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Dr. Carlos
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February 5th, 2025
Update, UTO rescheduled my trip after I wrote my first review (below) but unfortunately they are up to the same tricks as before. I was scheduled with my spouse to go on the Thailand/China trip leaving on March 25, 2025 and I was told that my trip was canceled because I did not pay another added on fee. I NEVER received any emails, notifications or any indication as to a due date for this final added on fee. I contacted UTO more than a month prior to this trip in the hopes of paying this fee as I only learned that it was due when I realized that I locked out of my account. I was told that my trip was canceled and I tried for hours to get UTO to work with me to pay this added on fee so that we can take this trip and I was consistently given the runaround and told that I my trip was canceled and I lost ALL OF THE MONEY that I have already paid. I asked for a manager to call me, it has been over a week and as expected I have never received a call. At this point I just want a refund but they do not offer refunds. I'd love to take the trip but unfortunately UTO has a habit of finding sneaky ways to cancel trips and keep your money. This has been the absolute worst experience and I would really like to attend my trip but at this point I am not even sure that this is a legit company. Below is my previous review of UTO.
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Do NOT book with UTO. I booked a China/Thailand trip with UTO Vacations. UTO sent me some extra paperwork related to COVID at the very last minute about the trip and they did not leave me any realistic amount of time to submit the paperwork before they canceled my trip. I attempted to reschedule my trip. I spoke with two agents who both assured me that I would be able to rebook my trip or receive credits, I was told that I had time to make this decision, I even have transcripts of these conversations and when I attempted to get it rescheduled I was told that I could not reschedule the trip, that they would not offer me trip credits and that they would not refund my money without offering me any alternative. I spent hours on the chat line trying to reason with this company and explaining that it is essentially fraud when you do this and they kept giving me an answer saying that there is nothing that they could offer me. I am out $598 and I can't believe that a company can just fraud customers out of their hard-earned money. I DO NOT want this to happen to anyone else so I am writing this review so that other travelers and customers will not have to experience what I have experienced with this company. I am going to report this company to the Better Business Bureau as well as my credit card company for fraud. This is unacceptable. I tried everything to get UTO Vacations to work with me but they refused. I utilize travel companies and have traveled all over the world and this is by far the worst and most unprofessional experience I have ever had with a travel company. This company really should not be in business and I will do my part to expose the truth.
Signed, Dr. Carlos Richardson
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Meghan Strickley
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November 20th, 2024
We were never able to travel with UTO due to covid and China restrictions. We never even received an itinerary for our first trip. We were refused a refund. We used our credit to book a second trip. We also didn't not receive an itinerary and UTO cancelled the trip due to restrictions in China. We were refused a refund again. Prices have since quadrupled and our voucher expired. UTO stole me money. Every time I call customer service they disconnect me. They don't answer emails. Avoid this company at all costs.
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Mitesh
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August 31st, 2024
They kept my $897. I purchased a trip to China in 3/2023. Due to travel restrictions they cancelled my trip and gave me a credit with only 18 months to use it. Super frustrated that I didn't just get my money back, since they were the ones who cancelled it.my credit expires in 6 days but because the price difference between the tour I had booked and their other tours was significant (10-30X) and I just don't have that kind of funds to increase my budget during the credit period I am going to loose my money. So they just kept my money and I got nothing out of it. The tour was highly discounted, so it definitely seems like this is unethical business to lure buyers in with a good deal, cancel on them with only a credit given, which would then require them to use that credit on a higher priced deal in the future. Not happy with the way they do business at all.
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Maree
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August 16th, 2024
They kept my $850. I purchased a trip to China in 2022. Due to travel restrictions they cancelled my trip and gave me a credit with only 18 months to use it. Super frustrated that I didn't just get my money back, since they were the ones who cancelled it. I wasn't able to rebook within the 18 months, because the price difference between the tour I had booked and their other tours was significant and I just didn't have the available funds to increase my budget during those 18 months. So they just kept my money and I got nothing out of it. The tour was highly discounted, so it definitely seems like this is unethical business to lure buyers in with a good deal, cancel on them with only a credit given, which would then require them to use that credit on a higher priced deal in the future. Not happy with the way they do business at all.
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UTO Vacations charged me $1,480 for a Thailand-China package for two, including extended excursions. They canceled the trip citing COVID-19, then refused a refund, offering only travel credits. When I tried to rebook, prices had skyrocketed—identical trips were now over $11,000 per person, totaling almost $20,000! To make matters worse, all comparable trips are apparently permanently sold out. This feels like a blatant scam to squeeze more money out of customers. I strongly urge the authorities in Ontario, including TICO, to investigate these fraudulent practices. Avoid this company at all costs. Legal action should be taken to shut down this deceptive operation.
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William
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August 9th, 2024
Scam! Company canceled our trip a month before without even telling us. We had to call in to find out what was going on. Then they automatically turned our payment for our trip into a credit to use at another time. Now all the trips are $1000’s more over priced. It’s a bait and catch company. We can’t get our money back and will never use this company again. It was featured on travelzoo so I made sure to let them know.
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I purchased for $994 a trip for two people to Thailand & China for 10 days from NYC, with 2 post-tour extensions of 3 nights in Phuket & 3 nights in Bangkok in 2022. Shortly before our trip was due to leave, China, which was closed because of COVID, "opened back up" (misleading) and we had 4 days to decide whether to go or opt in for a credit.
I opted for a credit because UTO said there would be upcoming promotions:
"P.S., if 3a) applies to you, keep an eye out for our upcoming spring festival promotion where we will offer never-before-seen prices on China-related packages with “Flexible terms and conditions, including more forgiving “no show” policies and additional perks (starting at $249 with flights)” to celebrate the country’s reopening. You can use your credit to rebook then, if you’re ready."
I find it very misleading that there were no deals in the spring or summer over two years, as mentioned in the above email and quoted below, even remotely comparable to the $994. I have been checking their website often and they do not even have deals listed for less than $1k for 1 person, let alone 2. Most of their vacations are now 9x the price I paid.
Of course, my credit expires in August, even though I have been asking for them to either extend the credit or refund my money. Just the fact that there is a time limit to using my credits when there hasn't been a similar option to purchase is such a scam.
I would like a refund of my $994 purchase. I am tired of waiting, I purchased this trip in 2022. It's now been over two years and I don't see why I am being forced to keep my money with them as a credit for a trip that doesn't exist. In accepting a credit I "request to stay on the trip at a further date similar price (Amy 1214)". That hasn't been an option, so I would like my refund.
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