Ice Vacations

I retired from paid work in 2012, and by chance, purchased a 15-year Holiday Club subscription for about $6,500. Ice Vacations was a part of that subscription. Our first big trip was a Transpacific Holland America Sydney to Vancouver cruise for about $4,200 per couple. This was an awesome holiday. We have since invested about $200,000 in holidays, many of them with this company on cruise and resort holidays. Until COVID-19, I could not fault them, but like many companies after the fact, they have stumbled. Good on them for navigating this very difficult economic situation.

Do they offer now, what they promised way back when - probably not.

Is it their fault - probably not.

Do we expect them to recover to their former glory - maybe.

Will we take up the option of our two remaining 2 for 1 cruise vouchers - maybe.

Do we expect them to get back on top of this difficult situation - they are certainly trying hard.

I cannot emphasize enough how deeply disappointed and frustrated I am with ICE's customer support or rather, the utter lack thereof. My recent experience with this company has been nothing short of a nightmare, and I feel compelled to share my story to alert fellow consumers.

Booking Problems

Left Unresolved for Over a Month:

I encountered an issue with a hotel booking through ICE and attempted to seek assistance from their booking, travel, and finance departments.

To say they passed the buck would be an understatement. Over the course of a month, I received promises of resolution that never materialized.

Endless Calls, Empty Promises:

Every time I engaged with a representative or so-called "Supervisor," I was met with a familiar refrain: "Call back in 24 to 72 hours." No one took responsibility, and they routinely reneged on their promises to call me back. Imagine having to postpone multiple vacations due to their ineptitude.

Account Hold Without Warning:

Adding insult to injury, ICE decided to put a hold on my account without any prior notice or explanation. Keep in mind, I am a loyal customer who pays on time and has active bookings.

This arbitrary action disrupted my travel plans further, and ICE's lack of communication was beyond unprofessional.

Futile Conversations with Supervisors and Agents:

I was bounced around between various "Supervisors and agents" with no end in sight. They insisted I pay for a service failure that was clearly not my fault. Their solution? Offering me points as a "good faith gesture," all while failing to unlock my account, a problem they had promised to resolve.

Third-Party Runaround:

One of the most infuriating aspects of this ordeal is ICE's reliance on a third party for handling booking issues.

When this third party denied responsibility, ICE ran for cover, leaving me to fend for myself.

Incompetence at Its Worst:

In summary, ICE's customer support is a textbook example of incompetence. They evade responsibility, delay resolutions, and seem utterly clueless about handling customer problems effectively. It's a disgrace, especially when loyal paying customers like myself are left in the lurch.

Final Straw: Joseph's Promises:

As of today (9/14/2023), I spoke with yet another agent who claimed to have consulted a supervisor named Joseph. He assured me that the issue would finally be resolved, but I've learned not to hold my breath with ICE.

I've been down this road before.

Conclusion: A Stern Warning to All:

If you're considering booking with ICE or have encountered issues with them, be forewarned.

Their customer support is abysmal, their accountability non-existent, and their treatment of loyal customers appalling. Think twice before trusting them with your travel plans.

Buyer Beware ICE's Customer Support is Beyond Terrible!

Another unsatisfied customer who was talked into buying into ICE VACATIONS three (3) deals on offer BOGOHO, buy 1 passenger on a cruise, get the 2nd half price x3 certificates. I wanted to sail with Carnival, but the travel consultant said P & O was the only ship available, I have booked the x3 certs that I had purchased.

If I had gone directly to the cruise line, I would have been better off with savings and onboard credit. Discover 365, once again talked into buying this product with the travel agent informing me that I would get free holiday/cruises. Once going onto the site out of the 7,200 cash credit I have, if I wanted to take a cruise and depending on if I chose a balcony, I could use $1.500 of my $7,200 credit...that is a bloody joke and considering I just paid out another $1,200 plus ! I did however get 2 free holidays at Flynn's Beach Port Macquarie, a 5-night and 3-night stay, can not recall this deal, something along the lines of motel stays.

The night I had used up my 5 certificates, I had a phone call from ICE Vacations wanting me to purchase more certs.

I informed the lady of how unhappy I was with the dishonesty their travel agents went about selling the products on offer, leading me to believe I was getting an unreal DEAL. This lady then went on to tell me that the only free deals you buy into were the hotel stays, over $5,000 dollars to late to inform me.

we have done a cruise booking including air tickets for 15 people got our cruise tickets through PO no probs but we are still waiting for our air tickets it has now been 2 weeks thay were supposed to be hear on the 12th Dec at the latest its now the 17th still no tickets, just got of the phone to ice again they are now blaming Virgin, rang Virgin and they have authorised the tickets and ice are supposed to send them on still no joy from ice. Now all of our group have finished work so when and if I get the tickets I will need to drive around WA to pass them on.

My advice don't have anything to do with these ripoff merchants as one lady who works for them told me ring the cruise company direct you will get abetter deal.