UTOvacation | A Touch of the Exotic

50 East Wilmot St, L4B 3Z3, Richmond Hill
50 East Wilmot St
L4B 3Z3, Richmond Hill
+1855-526-1286

Opening hours

  • sunday: (closed)
  • monday: 10h-17h
  • tuesday: 10h-17h
  • wednesday: 10h-17h
  • thursday: 10h-17h
  • friday: 10h-15h
  • saturday: (closed)

UTOvacation is a leading travel brand and we offer high quality yet affordable travel packages featuring land,cruise vacations, customized group tours to Asia, Europe, South America and many other global destinations.

Our comment from TraTraTravel about UTOvacation | A Touch of the Exotic:

UTOvacation | A Touch of the Exotic is a travel agency that offers various tours, but has garnered a significant amount of negative feedback from clients regarding their booking experiences. Visitors have expressed disappointment over several key areas:

  • Customer Service: Many have reported terrible customer service, citing difficulties in reaching representatives via phone or email, leading to frustration and unresolved issues.
  • Cancellation and Refund Policies: Numerous customers have experienced cancellations of their trips, particularly during the COVID-19 pandemic, without receiving refunds. Instead, they were offered travel credits, which many found difficult or impossible to use due to skyrocketing prices on future trips.
  • Price Increases: Clients noted that the cost of trips has inflated drastically since their original bookings, making it unfeasible to utilize their credits for similarly priced trips.
  • Misleading Information: There are complaints about the lack of timely communication, updates on itinerary changes, and the accuracy of the promotional offers made by the agency, leading to feelings of deception.

On a more positive note, some travelers did report enjoyable experiences on trips facilitated by UTOvacation, highlighting specific tour guides or particular excursions that exceeded expectations. However, these positive experiences were often overshadowed by systemic issues related to service and communication.

Tratra.travel cannot guarantee that the companies that appear in the directory are certified travel agencies or that they have the corresponding licenses. The majority of companies that appear in the directory are travel agencies, but other types of companies also appear such as tour operators, guided tour providers, etc. We recommend that you request the Travel Agency registration number of the business you are going to attend.

UTOvacation | A Touch of the Exotic: Reviews

2/5 (199 Reviews)
anna malek 1 month ago

Negative experience: I booked your 'Picturesque Thailand, Cambodia, and China 13 Days' trip on November 11, 2022. I paid two initial deposits to secure my trip scheduled for October 31, 2023. The first email I received stated that I needed to pay the final payment and submit passport information 150 days before the trip, which would be the beginning of April in my case. On February 16, 2023, I received an email requiring me to confirm participation in the tour within 10 days. I didn't see this email. When I tried to get details about the trip later this year, I was informed that my trip was canceled due to not responding to the February email. UTO gave me a $1,994 credit towards another trip, despite my dissatisfaction and request for a refund due to changes in the company's booking policies. Since your company now charges ten times more for any trip, I am unable to use this credit. Based on online reviews, I am not the only victim of your scam policies. I am willing to take further action and report them to the Better Business Bureau along with my friend who booked the same trip.

vince miramon 1 month ago

Negative experience: This place is definitely a scam. We had a trip planed and paid for in 2019. The trip was cancelled by UTO. They offered a credit for future use. Before the expiration of the credit, I tried contacting UTO for use of the credit toward a new trip. The new trips being offers were $8000 more than the original $2,500 that we paid. They never answered the phone. They did not respond to any request online either. I have lost this money. Save your money and book your vacation with someone else!

Sasha Elhaiga 1 month ago

Negative experience: This company is a scam. I have had similar experiences with these other reviews, and I have since reported them to the fullest extent. I recommend you do the same. If you are a victim of UTO Vacation, please file a complaint with the BBB, IC3, FTC, and TICO.CA, as well as your local District Attorneys office (varies state to state). These people need to be stopped before they take more peoples money and run. Please like this comment once read in order to move it towards the top.

M Dandan 2 months ago

Negative experience: We booked a trip with UTO Vacation in 2019 for a trip to China in 2020. When the trip was cancelled UTO Vacation did not provide us a refund. They were the only company we dealt with that did not provide refund for a COVID cancellation. They never offered us a replacement trip with when the travel restrictions to China were over couple of years later. And the credit we had with them expired. So we ended up losing the money we paid. There was five of us who never got our money back. I bet there are far more cases like our case. I don’t think they should be allowed to operate as travel company in Canada. Word of advice … Avoid booking with them.

Carmen Stone 2 months ago

Negative experience: Read the rest of the reviews. This company is an absolute SCAM with horrible customer service. I booked a trip to Machu Picchu in 2023 with a departure of April 2025. I was never notified that I missed the deadline October 2024 to submit passport information. When I contacted them to submit information they said they will not cancel my trip, will not issue a refund, or will not issue travel credit. Good luck trying to reach someone via phone. I've called for multiple days, multiple times a day and it will ring and then immediately disconnect. When I cited their refund policy that it should be 30% of the trip $299 per person penalty and then I should get the rest back in refund. They said no that's not how it works because I did not follow the process. I have disputed the charge on my credit card and I'm waiting to hear back if I'm able to get some of my money back. I've also left negative reviews on other websites as well as filed a complaint with a Better Business bureau. Buyer Beware!!! Tell everyone you know to stay far away from this company. They will take your money and you'll never get it back or get to go on a trip.

natalie blandino 2 months ago

Negative experience: Horrible experience. If I can give this company, no stars I would. I bought a trip with this company before the pandemic, obviously, when the pandemic was happening, there was no traveling. So all they can offer was a credit. After the pandemic was over their prices on every trip became extremely unreasonable. Every trip that they have to offer is over $10,000 none of which is luxury, just the bare minimal. Just horrible they make it impossible to use your credit

Karen Edwards 2 months ago

Negative experience: Customer service is nonexistent once they have your money. We booked Portugal tour and were told we would have English speaking guide. He spoke Mandarin!!! Only English he knew was good morning. He would point to where we were supposed to go and use his phone to tell us what time to be back in van. Just awful!! I will say he was always on time and patient with 6 girls but we missed out on our “guided tour “ We paid over $250 in mandatory tipping but tipping is not common in Portugal??? We also did not get transportation back to airport as stated. I would never use this company or recommend!!! I would give them zero stars if I could!

Diana Gaeta 2 months ago

Negative experience: Travelers beware!!! Initially, I planned to this company by booking six tour packages offered by UTO Vacations travel services. I booked four vacation packages for my family totalling over $6,000. After booking, communication with the agency was extremely difficult and limited and as a result my tour packages where post phoned and I was offered a travel credit. However, I have discovered that the pricing packages have changed significantly since my original booking, with inflated costs (“Affordable Japan” trip now runs over $16k- how is that affordable???) that make these options far less appealing. Additionally, I have requested assistance in using my travel credit for comparable services, such as airfare, hotel bookings, or cruise bookings, but I have been informed that UTO Vacation agency does not offer “à la carte” options. This limitation makes the travel credit effectively unusable for my needs. The credits noted an expiration date of 11 Nov 2024, so imagine my surprise when I check their website on Cyber Monday and see offers that they are now promoting. I believe that the inability to use the credit for alternative services, combined with the inflated tour package pricing, represents an unreasonable and unfair restriction on the promised flexibility of the travel credit. Contacting the company has proven to be challenging, as I have experienced issues such as calls being disconnected and emails going unanswered. I found many concerns from reviews and social media posts regarding this company and the difficulty of conducting business with them and firmly believe this company to be fraudulent. I have filed complaints with Canada's travel bureau, Ontario's travel bureau, and the FTC believing that I am not the only traveler this company has deceived.

Kathy Ryan 2 months ago

Negative experience: This company is a big rip-off. I had a trip planned for 2 to Japan for March 2020. The price was great, only $1,000/pp. Needless to say, pandemic was going strong so trip was postponed until March 2021. Still pandemic. March 2022, Japan still not open for visitors. UTO is still holding my $2,000 as a "credit". Now all of their trips range from $11k - $25k which is ridiculous. I want my money back!!!!

Holly Jacobson 3 months ago

Negative experience: If I could give Zero stars I would! As others have mentioned, we were sucked in with a very low cost for a trip to Peru, the pandemic happened, the trip was canceled, we were not refunded our money but offered credit for 36 months. I kept looking to rebook the trip but the prices were astronomical. Finally, there was a discount on a different Peru trip - shorter trip with less sites but only slightly more money than our previous trip had been so we booked. The troubles were only starting! I had not received a final itinerary and had a few questions so, one month prior to the trip, I began trying to call. I was never able to reach anyone, always getting a message that there was high call volume and the call being dropped. I tried all options in their call tree including the one to book a new tour thinking maybe I could actually reach someone that way but never did. I emailed multiple times and, despite UTO saying that emails are answered within 48 hours, I never heard back. I tried the online chat feature and reached unhelpful people. Finally, the day before we left, I reached someone who emailed the final itinerary which they claimed had already been sent. (It had not.) This itinerary differed from the original which caused problems with some of the other travelers who had booked some activities on their own which now conflicted with the new days for the included activities. There was no luggage allowance so it cost two of us an additional $375 for luggage. Our trip was supposed to begin on 11/5 with a dinner at 7pm. The flight they arranged had us up at 2:30am to get to the airport for a 6am flight that got us in to Lima at 10pm and not to our hotel until midnight. To add insult to injury, we had to be ready to be picked up from the hotel at 4:20am to be taken to the airport for a flight to Cusco! We had a Cusco city tour upon arrival. The local tour guides were great but it is very hard to enjoy when you have only had a few hours of sleep in the past day and a half. Additionally, Cusco is at 11,000 feet and we all had trouble breathing at the elevation. We were given no time to acclimate at all. The next day was Rainbow Mountain at 17,000 feet which had everyone panting. One person needed oxygen administered. This tour was poorly planned as one couple hiked the mountain while the other 4 couples rode horses or dirt bikes (be prepared to shell out 100 soles per person!) We were all back down the mountain and waited for hours for the hikers to return! There was nothing to do but sit in the van panting for hours. Hikers should be grouped separately for this activity. Other complaints include the fact we had to get up and leave the hotels so early most mornings that we were not able to enjoy the free breakfast, instead being given a bag breakfast consisting of a sandwich made with 2 slices of Wonder Bread and 1 thin slice of bologna or ham with no condiments, an orange and a juice box. The final straw was that the tour ended in the evening of 11/11 and we were to check out of our hotel at noon on 11/12. However, we were not being transported to the airport until 9pm for a 12:05am flight! This would have required us to wander around Lima on our own, with nothing to do for almost NINE hours!! We were able to pay for an additional night at the hotel (costing us an additional $75) in order to stay there until pickup time. Obviously, if UTO was doing there job properly we would have arrived earlier and left earlier. We have been on numerous tours with other groups and have never been treated as poorly as with UTO. Speaking with others we met, all echoed the same complaints and advised staying away from UTO.

Shawn Langel 3 months ago

Negative experience: THIS COMPANY IS A SCAM! BAIT N SWITCH!! I purchased a package out down a sizable down payment then they canceled the trip. and numerous messages without response. That was over two years ago and still UTO Vacations are unable to fulfill my package. They will not issue a refund and only offer a travel credit which has since expired. This was because they didn't offer reasonable price package ever again or any reasonablly priced trips! DO NOT BUY ANYTHING FROM THESE UNRELIABLE, UNETHICAL, NON-COMMUNICATIVE CHEATS!!!

My Nguyen 3 months ago

Negative experience: We, 10 people, booked the 9-day Japan tour with UTOVACATION. They did not provide us the flight to Osaka as stated in the itinerary. They left us at Tokyo airport and we had to buy with our own money for the flight to Osaka, and taxi to the hotels that are 60 minutes away from the airport. The hotels were bad and the tour guide Anna was terrible to us. Stay away if you don't want to get scammed.

Lorraine W 3 months ago

Negative experience: SCAM website. DO NOT BOOK THROUGH THIS COMPANY. Terrible customer service. I had similar issues explained from most of the reviews here. Booked a trip with them and got canceled due to COVID. rescheduled 3x and got canceled. Never gotten able to get my refund or get to use to credits in such a short period of time given. We even wrote our complains thru bbb.org website and can't believe this website is still up and running to scam more people. There is something got to be done with this company and get our money refunded.

Wade Ellis 3 months ago

Negative experience: Listen to the rest of the reviews. It's a scam. We were offered $500/person for a 10 day trip to China/Thailand. We were extremely thorough in reviewing the details and didn't find any red flags. We booked the trip for a year out and were required to pay the money up front which we did. We then entered our passport information and awaited the promised travel itinerary that was supposed to arrive 30 days prior to departure. Fast forward to 30 days prior and we're getting nervous that we didn't receive an itinerary. We check the website and it said our booking was cancelled because we didn't submit passport information 6 months prior (which we did at the beginning). I was angry they never even sent a reminder email or ANYTHING, and they claimed they did. I have an extremely organized email; they didn't. I asked for a refund. They said they could give a travel credit which expires in 12 months. I reluctantly agreed, hoping I could rebook that China trip sometime. The trip is now $15,000/person!!!! Not a single trip anywhere is cheaper than $7000/person. I monitored it all year, bot a single trip was ever affordable again. $1000 dollars was stolen from me by this scam of a company. Not to mention, we booked this trip with my relatives and they ALL got the same story (i.e. cancelled for no passport and travel credit is only option). They're likely selling the passport info you submit to the black market and claiming they never received it.

Caroline Kowalczyk 3 months ago

Negative experience: These crooks stole our money for a China/Japan tour, giving us delays, covid I understood but they just kept our deposits and said we owe another deposit before they can give us our tickets 30 days before now it’s 15 days before and there’s no booking and it’s completely gone off their website don’t be fooled. The last thing they sent was an apology that it’s delayed and now it’s 15 days before our supposed trip and nothing! These are not travel agents. These are crooks!

Joshua DeVita 3 months ago

Negative experience: Absolute scam company. Booked a China/Japan vacation for 9 people. Suddenly needed final deposit money well before due date and said because we didn't pay, our vacation was canceled. No refund, only credit. Then tried to use said credit for a Peruvian vacation and the said we never used our credits to book it. STAY AWAY!!!!

X McDonald 4 months ago

Negative experience: Do not buy from this company. Read all the reviews all over the internet, SCAM ALERT. Our trip is to start on 11/8/24. We were not able to upload our passports on their website. Tried contacting them so many times to no avail. Finally, someone called us to advise us that because we did not upload our passports, we forfeit our trip, no refund, and there's nothing we can do about it. What?

diane lieuallen 4 months ago

Negative experience: Been waiting 2 1/2 years to get this trip started. Last Tuesday everything was on track and I was leaving in about 32 days I called them and took a screenshot that everything was fine. Friday I got a call they may have to cancel because of monkeypox! First I ever heard of it !!!!!Then late Sunday I get an email, That doesn’t even look like it’s from Uto, that the supplier has canceled the trip. They claim they’re going to give me a refund in about two months. I certainly hope they Do the right thing, but there’s been so many complaints about tricks like this. They owe me about $2500. I will be staying on top of this.

Balaji Balasubramaniam 4 months ago

Negative experience: This is a fraud company. Do not purchase anything from this agency. They looted everyone's deposit by offering a CHINA tour during the COVID-19 time and inflated the prices of every tour they offered by 20 times. All of those customers lost their deposit. I can't believe Canadian Ontario government can't do anything about this scam company. Do yourself a favor, check the website prices, and decide yourself. These guys should be in jail now.

Maria Tilton 4 months ago

Negative experience: Too bad zero stars is not an option. I will make this short and not bore you with countless details. Save your money; this company is a scam. So much so that I was advised by a lawyer to report them to the District Attorney’s office. Which I did and they are being investigated. Once you pay for a tour, they will find a way to convince you to cancel it and only give you a trip credit, not a true refund. Then raise the prices on you to about $15,000 to $20,000 per person for a vacation. Just look at their website for pricing. I tried calling multiple times and always get hung up on. I tried the online chat but nobody answers my requests. They find a way to ignore you once you give them money. I also read some other reviews and it seems other people have experienced these same issues. Be aware, don’t do business with them.

Beverly Seim 4 months ago

Negative experience: DO NOT BOOK WITH UTO. We originally booked a trip to China in 2019. They refused to refund when Covid came. We had to rebook a much more expensive trip to use our credit. The day before our departure date was I was taken to emerg for severe abdominal pain. Yesterday, Sept 25, 2024, I was whisked into emergency surgery for an inflamed appendix. Instead of checking in to our flight, I checked in to the hospital - very disappointed. I notified UTO immediately that we would not be able to take part in the tour. Asked what options are available. Here’s what Janey at UTO said: As you did not show up for the tour there is no refund. And there are no other options. Through no fault of our own, we have lost all of our money. Money that they have had for 5 years. There was no offer for travel credit. This tour company is the worst! Customer service is non-existent. They never answer the phone. They never try to help. Very rigid, no compassion. I repeat DO NOT BOOK WITH UTO.

Jordan Ciaccio 4 months ago

Negative experience: If you are a normal human being like myself, family emergencies happen. UTO Vacations does not honor family emergencies as a reason to find you a different week for your trip. They took all our money and left us with no alternative options. Although the hotels, airlines, and agencies they work with are willing to help you, UTO Vacation is not willing to call them and help you. In our case, they posted a deal that seemed "too good to be true." And it was. They canceled our desired tour on us, did not refund us, and gave us a travel credit. They told us we had to choose a different tour from their list that was more expensive: double or even triple the price. Do not book a tour with this company. It is a very risky choice.

Connell 4 months ago

Negative experience: I purchased a China trip during covid-19, which was canceled. Therefore, I was given a credit rather than, a full refund. However, I haven't been able to used my credit due to expensive and high priced trips and having to pay the entire balance upon booking makes its nearly impossible to utilize the credit. I have countless of times tried looking on their website to see if they are offering reasonable and affordable vacation trips. However, the trips that they do offered to China are sold out or no longer available due to limited availability or they priced the trips extremely high to the point you can't utilize the credit nor pay the entire balance upon making the reservation. Which means once again, I am going to lose out on a trip and the credit too. This has to be illegal practice to prevent customers from booking a trip and them from honoring the credit that they are being forced to offer to customers who lost out on previous booked trips that were canceled at no fault of their own due covid-19!!! How is this legal and nothing can be done to UTO Vacation to makes those customers whole again?!!

Carole Van Dyke 4 months ago

Negative experience: BEWARE - In my opinion, you would be wise to NOT BOOK with untrustworthy UTOvacation Let me begin by introducing myself. I am a retired travel professional from North Carolina. I have a 40-year career in the travel industry; as a Travel Agent, a Travel Agency Owner, a Tour Planner, and an International Tour Guide. I have traveled widely on international tour packages sponsored by Travelzoo, and have had many superlative experiences. UNTIL, I recently booked with UTOvacation based in Toronto, Canada. We placed a $5908 deposit on a 5-star Egyptian “Touch of the Exotic Tour” and were attempting to call in our final payment of $8698, when things went south. The final payment deadline was still about 14 days in the future, and when we called to give them the payment, we were thrown into a telephone recording loop that advised that we would be disconnected if no one answered in 3 minutes. After about 10-12 tries and disconnects, in desperation we even tried their phone prompt that would direct us to the “book a new tour” line (thinking surely they would prioritize incoming money), only to have the same results - no answer and then disconnected after 3 minutes. We tried this over and over again throughout the next 2 business days during their opening hours with the same result. This was unprecedented and worrisome and therefore, we began to look for reviews on line. There was an exhaustive list of scathing reviews on each site we investigated, claiming the company was a scam, not delivering on parts of tours or quality of hotels that were promised, not giving refunds that were due, cancelling tours at the last minute and only providing a credit for a similar future tour, which turned out to have hyper-inflated pricing - sometimes triple the cost of the first trip. When we checked the Better Business Bureau site, UTOvacation rating had a big “REVOKED” banner stamped on it. So we canceled our trip by email, 10 days prior to the final payment deadline, requesting a full refund on our deposit, and to date they have returned only approximately ¼ of our deposit. In my opinion, you would be wise to not add your name to the list of upset and dissatisfied customers unable to get money back or having poor travel experiences; save your precious travel dollars to spend with a tour company who has a consistently good reputation. Update: UTOvacation rating disappeared from the US Better Business Bureau and has now reappeared with no history or complaints, nor any accreditation.

Ken K 5 months ago

Negative experience: Avoid doing business with this company at all costs. Booked an inexpensive trip to China ($500 per person, recommended on Travelzoo) over a year ago. UTO cancelled the trip due to COVID restrictions in China, and allowed us to keep a travel credit for a year. Sounds good upfront, but all the other trips offered by UTO were MANY more times expensive, which we could not afford. We bought travel insurance, which would allow us to recoup some of the costs, but UTO refuses to email me stating that the credits expired and were not used, and they would not send me a copy of the chat transcript, where they stated they could not email the info I needed. Bait and switch in its purest form. If I could give zero stars, I would.

Koala Realty Solutions LLC 5 months ago

Negative experience: Do not book any travel with UTO! We booked a trip to China with UTO in 2020, scheduled for 2021, but it was canceled due to travel restrictions. UTO assured us they would offer a replacement trip once the restrictions were lifted, and they issued a credit for the cost of the original trip. It’s now been three years, and we still haven’t received any offer for a replacement trip. Meanwhile, all similar trips are priced above $6,000, far exceeding the cost of our original booking. Despite multiple requests for a refund, UTO has consistently refused, stating that the credit can only be used toward future trips. However, none of the trips they've offered in the past 3 years come close to being fully covered by our credit. Be aware that UTO engages in bait-and-switch tactics. They offer special deals, cancel the trips, and then claim their policies don’t allow refunds, forcing customers to either book more expensive trips or forfeit their credit. Based on various forums, we are not alone in this situation—many others have fallen victim to this scam.

Marisol Sanchez 5 months ago

Negative experience: Avoid at all costs booking with this agency or via third party. 30 days prior to my trip, was notified of the cancellation. I had to scramble to create my own itinerary last minute. This was beyond stressful. After some back and forth, my check was issued and I paid for tracking, never received the tracking information. Received my check almost 2 months afterwards. Had issues with cashing a foreign check with my bank, asked for it to be re-issued. In the same email thread was told the re-issue fee was $35 then told it was actually $70. They ghosted me for 3 weeks only to get the runaround. My trip was in March 2024, my check was "re-issued" without any confirmation on July 15, 2024. Almost 50 days later, and I'm still waiting for a check. ***DON'T FALL FOR THE PRICE! THE HEADACHE IS NOT WORTH IT!!!!*** Listen to the reviews, I've used international travel companies before, this is the worst!

John f 5 months ago

Negative experience: Would give 0 if possible. Terrible customer service and terrible business practice. Trip was cancelled by them due to new COVID restrictions and they automatically converted my funds into travel credits which I did not agree to. Their own terms say that they will offer choice of credit, comparable re-schedule or reimburse the amount whichever is acceptable to you but they are not abiding by their own terms. I will be lodging a complaint with TICO

Kim Darling 5 months ago

Negative experience: I, too, was scammed out of more than $1600 - trip cancelled due to COVID, then couldn’t reschedule because we couldn’t get a Visa as a Canadian, then credit expired. I could have used the credit this summer for a $8000+ to Croatia - the only tour available in my dates?! They did nothing for me and they made more than $1600 for two paid in full trips that we were never able to take. Disgusting!! Lesson learned and will not go back!

Christine Trysh 5 months ago

Negative experience: I do not recommend booking a trip with UTO. Our original trip from 2020 was cancelled due to Covid. We were provided a travel credit (which I had no problem with as my intent has always been to book another trip) however, the prices for their trips are so outrageous now and have been since the pandemic. A trip that was originally $600/pp is now almost $13,000/pp. I realize that prices have increased overall since Covid, but this price hike seems unreasonable. Their customer service is less than helpful. They denied a credit extension and any offer of a refund.

hassna rabii 5 months ago

Negative experience: 0 star!!! We have tried calling you many times and no one answers. This is very unfair since, this incredible deal was only enticed to lure in buyers and knowing there were lockdowns and major travel restrictions in China during that time. Since the lockdowns and travel restrictions were lifted, your company increased the tour prices to outrageous prices that only the rich can afford. I highly recommend avoiding them. Don’t be fooled by their promotional packages; they are a scam, and they don’t help at all or answer your calls

Christine Choi 5 months ago

Negative experience: 0 star if I can choose. This company practices deceptive marketing. The prices are so expensive that I can not afford even using my $3k travel credit and it's about to expire. The online chat customer service just told me "no refund". https://www.tico.ca/consumers/file-a-complaint https://competition-bureau.canada.ca/contact-competition-bureau-canada/complaint-form

Pui Man Kong 5 months ago

Negative experience: I would give zero if I could. I booked a tour back in 2022 to Japan and was cancelled by UTO citing Covid restriction. Wouldn't provide a full refund and only provide travel credit with an expire date. However, I was told I could request extension if I can't book a tour I want before the credit expired. Fast forward to 2024, I contacted UTO for extension a day before my credit expire and they told me travel credit cannot be extended. I checked online and found out there are customers who booked in 2020 who was able to extended twice. So I am not sure why they told me no. I guess they can just do whatever they want whenever they want with no repercussion. They refused to talk to me on phone and only asked me to chat or email which doesn't help. Scammed me $1400 cash without having to provide any services. How is this even legal? With so many people being scammed online, is there a way we can all come together and file a class action? But right now, just DON'T book with them!

Nasim Naderi 6 months ago

Negative experience: I would go zero star if I could. I purchased China Price Buster 10 Days - Canada Departure package for myself and my husband back in 2019 and it got cancelled multiple times due to Covid. They hold on to my deposit and everytime they told me I have to pay more for a rescheduled date. They did not refund me for the Covid-19 excuse. Every time they told me they will have deals for Black Friday and Boxing day, however, that didn't happen and their travel packages are all in thousands of dollars ($30k range for Canada departure) which I cannot afford. Since then, I have been keeping an eye on your website for a similar travel plan but I haven't been able to find one meeting my budget, I cannot afford more than the original travel package price of $500/person trips. I requested refund multiple times and they ignored me. They issued a travel credit expiring this October which means they stole my money as they don't provide the means for me to find a travel package similar to my original one. I highly recommend avoiding them by all means, don’t be fooled by their promotional packages.

Jeremy Beckham 6 months ago

Negative experience: This company took thousands of dollars from me and canceled the trip and didn’t refund my money. Absolute scam. Don’t make the same mistake.

Tess Ting-Padar 6 months ago

Negative experience: Fraudulent business: Don't risk your money We have $1.2k tied up with UTO for 2.5yrs in 'credit's and have no chances to get refund, nor use for rebooking. UTOVacation has jagged up trip price by 10x from our original booking, or simply shown 'sold out' on their website. in 12/2021, UTO published some super deals with $499 for a China trip, then advised us to rebook to a different trip due to China COVID restriction. 7/2022. we rebooked our 2nd trip for China+Japan 2/2023, still China quarantine. UTO poll offered 'credits' or cancel with no refund. We chose credits. We tried hard for a 3rd booking, UTO's price gauged 10x from original price with all 'must have' upgrades. We simply cannot afford anymore. Tried to contact UTO for refund several times, but in vain. Tried to complain thru US BBB who didn't get UTO responses. Don't risk your hard earned money with this company.

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Marisa Georgalis 6 months ago

Negative experience: I bought 2 separates trips with uto vacation they canceled on me giving me us 1646 in credit I can't use because the prices skyrocketed from us 400 to us 8000 I want my money back this company is a scam I contacted them many times they re g use to give my money back they are unwilling to provide any service ad they change their name to pioneer they have any complaint you can check them online

Tiffany Ma 7 months ago

Negative experience: SCAM! Very similar experience as everyone else here. Booked a trip to Asia and they try to use any excuse they can to not honor it. They sent me many emails and documents I had to sign that when I thought I had submitted everything, I reached out to them myself to confirm if everything was set. They told me everything was done and completed and when the time approached no one reached out to me until I reached back out and they said I was missing a document. No communication on their part and they just gave me credit voucher which expires with no extension. Everything on their site now is almost all over 5 figures now. DO NOT USE THEM!

Olayinka Ogbola 7 months ago

Negative experience: Avoid booking your travel with them at all costs – they're a complete scam. Despite canceling my trip to China because of COVID-19, they refused to refund my $1600 payment and instead converted it into a credit that is now useless to me. I had already taken time off work for this trip before they informed us of the cancellation due to COVID-19 restrictions in China. Since February 2023, they have failed to issue a refund and converted our money into a credit that is unusable because all the travel options on their website exceed $4000 per person.

Yang Lei 7 months ago

Negative experience: I have the same experience as everyone else here. UTO cancelled the trip, offered travel credits with short expiration date and never be able to offer a similar trip in that timeframe. Their trips now cost about 10 times of similar trips from other companies. When you contact them, they always tell you that your expiration date is not here yet. But when the expiration date is approaching, they tell you the credits can't be extended. Scam, totally. Stay away from this company. My money probably is gone, but save yours! BTW, is there an agency in Canada like BBB in US?

Bill Whiting 7 months ago

Negative experience: SCAM SCAM SCAM SCAM SCAM Do NOT book travel with this company. Worst agency on the planet. Booked the Japan / China trip and am now out almost $4000. Tried to talk to a manager but she hung up on me. DO NOT BOOK WITH THEM. YOU WILL NEVER GET YOUR MONEY BACK. AND TRAVEL CREDITS DONT WORK. THEY WILL SUCK YOU IN AND TAKE MORE MONEY FROM YOU.

Son McN 7 months ago

Negative experience: This is an incredible scam!!! This company has canceled its trips to China and other one to Japan. Now, with the credit I paid and incredible sum for a trip to Peru. I am waiting for an excuse canceling this trip again. I was able to get a refund for a canceled trip to turkey. Has someone traveled with this group of organized scams?

Andrew R 7 months ago

Negative experience: SCAM! SCAM! SCAM! Absolute Scam! They will take your money and will not contact you before travel. Next step they will tell you that you have missed that contact step. They will not give you money back and their credit arrangement is a joke.

Colten Harris 8 months ago

Negative experience: I ordered a trip through them to Japan and China. During this time, we weren’t even allowed to go to either as a tourist Due to Covid restrictions. THE COMPANY KNEW THIS AND YET STILL SOLD ME THIS PACKAGE. I TRIED TO RESOLVE THIS THROUGH CUSTOMER SERVICE AND THEY WOULD NEVER PICK UP THE PHONE. In their terms and conditions, They stated that you would be able to get a refund if the country does not allow you in during your trip. However, they quickly changed the rules to where that no longer applied without telling me. They have basically scammed me out of $1000.DO NOT USE THIS COMPANY. EVER

Tyler Kelley 8 months ago

Negative experience: Warning to Future Travelers: Avoid U to Vacation (New Pioneer Travel) - Unethical Practices and Numerous Complaints If you're considering booking with U to Vacation or their alternate brand, New Pioneer Travel, be warned: this company has a disturbing track record of mistreating customers and engaging in unethical practices, particularly during the COVID-19 pandemic. In my case, I paid $2,395 for a China trip that was canceled due to the pandemic. U to Vacation issued a travel credit with an expiration date that proved unreasonable given the circumstances. They failed to communicate proactively or offer flexibility, causing the credit to expire before I could use it. When I sought a solution, they dismissed my concerns, hiding behind the fine print and disregarding the extraordinary situation that was beyond my control. Sadly, my experience is not unique. Hundreds of similar reviews and complaints reveal a pattern of U to Vacation prioritizing their bottom line over their customers' well-being. They consistently demonstrate a lack of empathy and refuse to provide fair solutions, even in the face of unprecedented challenges like a global pandemic. Now, it appears that U to Vacation is attempting to escape their tarnished reputation by operating under the name "New Pioneer Travel." However, the company's unethical practices remain the same. To protect yourself from frustration, financial loss, and disrespectful treatment, I strongly urge you to avoid doing business with U to Vacation or New Pioneer Travel. Instead, choose a travel company with a proven commitment to customer service, transparency, and fairness, even during difficult times.

John P 8 months ago

Negative experience: Scam. If they can they will find a reason to cancel your trip and offer a credit that can only be used on trips that are 5x more expensive. I'm taking the loss and not throwing any more good money after bad

Anne H 8 months ago

Negative experience: DON'T BOOK WITH THEM!!! Gave them $598 and they absolutely refused to refund my money when THEY cancelled the trip during the pandemic. NEVER notified me that they issued a credit and NEVER notified me that it would expire! My money expires?!?!? All they told me was to, 'read the fine print.' Save yourself a costly mistake and choose a different travel agency.

Jose Colon 8 months ago

Negative experience: If I could give NEGATIVE stars I would. They offered very cheap prices for a trip to China and Japan. Then about a month before our trip they said that because China still had COVID restrictions that this trip should get rescheduled and they gave us a travel credit. Then they TRIPLED their prices!!! They say they can’t change the deadline to use their travel credits because “suppliers” don’t allow them to. What “suppliers”? They get you in with cheap prices but then when the trip gets cancelled they hike prices up and force you to pay overpriced tours. If it seems like a bait and switch… by the way, if you have any similar experience be sure to file a complaint with TICO, as they operate from Canada.

Carol Pyke 8 months ago

Negative experience: I received a credit for a trip purchased in 2019 that I was never able to utilize. The money should’ve been refunded. I’m out just under 2k and a lot of research & hassles.

M B 8 months ago

Negative experience: Unless you have years of time and thousands of dollars to waste, do not purchase from UTO or Travel Zoo. I wish I was exaggerating just as much as you do. I quite literally wasted two years planning a trip with this company only for them to bail on me 30 days before my scheduled departure with no notice, reason or refund. They never would have told me had I not reached out to them when I did not receive my itinerary within the timeframe I was told I would. Anyone who has left a good review is only doing so in hopes of being paid to lie. It is your classic bait and switch scheme. I know it is tempting to travel on a budget, but trust me, it is not worth it. Save yourself while you still can! Can’t wait to see the downfall of this company when they are finally held legally accountable for their crimes.

Leila Thomas 8 months ago

Negative experience: A SCAM Fake Agency. They use Bait and Switch tactics to take your money, cancel your tour, issue an unusable ‘travel credit’ and jack their fake tour prices 3-4 times higher. Travel credit expires and they offer to extend ‘if you go onto Tripadvisor and write them a good review’. Can’t understand how or why they are still in business. They have scammed thousands of people through advertising their tours in the US on Travelzoo. Don’t fall for their scam!

Kurtis Ming 8 months ago

Negative experience: Cancelled my trip twice (covid), offered me a credit with an expiration date, then had no comparable trips to choose from (everything sold out even within 5 minutes of posting new deals), and refused a refund, a credit extension or even to book airfare for me for an independent trip. They have $2500 of my money and I refuse to give them a penny more. They are unresponsive to emails. I've complained to Tico and Travelzoo and will update if I get a resolution.

Carolina Poblano 9 months ago

Negative experience: Do NOT book travel with this company! Please review all of the complaints against them in the Better Business Bureau and take a look at the Reviews in Trip Advisor and other travel companies. They scam you out of your money. They'll cancel your trip and not notify you and try to change the dates. They'll cancel because they claim that not enough people booked for your trip. They do not refund your money! Also, they are located in Canada So trying to resolve something from the US is next to impossible. I had to file a complaint with the Canadian organization that handles travel companies, TICO. The tours that we originally booked went from being guided to... "semi-guided" which means we drop you off and you figure it out. When we tried to rebook with the credits that they gave us, because they canceled our trip. We were unable to book anything within the same price range. Because everything was claimed to have been sold out. They wanted to book us for something that was exorbitantly higher. So $6800 USD later we have no trip and no money.

Sharon DCP 9 months ago

Negative experience: My friends and I booked an UTO trip to China will never do business with UTO again. EVER! We booked a trip which offered lodging & airfare from NYC to China. Then the world experienced COVID. We also had preexisting medical conditions documented by a physician that disallowed travel. China closed their borders. UNETHICAL UTO refused to give legitimate refunds during the Covid crisis. China remained closed even after many Countries opened, but UTO refused any refunds. UTO is the ONLY travel or entertainment firm that we did business with that refused to give any refunds during the height of COVID when no vaccines were available & China remained closed. Even after we were vaxx & began to travel, China was STILL closed. UTO continued to refuse refunds. TRIFLING & UNETHICAL About 3 months before the supposed China trip, UTO offered a credit toward another trip somewhere else or agree to go still go to China. But, China was still closed and the likelihood they would open for travel in abt 3 months was less than 1%. This offer was only a PLOY because it's a lot harder to deny refunds when a destination is STILL closed due to travel. By forcing a final decision before the supposed China trip to either convert to a credit or take a supposed trip to a closed country, we were given no real choice. UTO did this to INSURE NO REFUNDS were issued. PRICE GOUGING We used the credit to book a trip to Thailand. Of course, airfare was not included. The booking docs stated that our rebooked trip to Thailand began on 3/23. Many months in advance we booked our flight to Thailand. However, when we finally learned the name of our lodgings 30 days before departure, we saw that we weren't getting picked up until 3/24 & had no hotel. I emailed UTO immediately and discovered 3/23 was considered a "travel day". Therefore accommodations & airport transportation didn’t begin until 3/24. The checkin date was less prominently displayed in the body of the documents. So now we're scrambling. UTO offered us a one-night stay for $600 and transportation from the airport to the hotel for $180 in the SAME hotel where we would "officially" begin our vacation on 3/24. We declined the UTO offer. This was ugly price gouging because we paid $60 for one night in the SAME hotel and $0 for transportation, as the Hotel arranged for pickup. POOR SERVICE Btw, not telling vacationers where they are staying at the onset is also a dirty ploy. Why? If you dont like the accommodations, you probably will not book in the first place. In fact, we met another UTO couple during our 1-day UTO Excursion who flatly stated that they would not have booked Thailand if they had prior knowledge of the name of the resort. We found ours acceptable; they did not. Hence, travelers should KNOW where they are staying before buying a vaca package. TERRIBLE COMMUNICATION If one phones UTO, you get an msg that says in abt 2-3 minutes if not answered by UTO Customer Service the phone will disconnect. It is then recommended you email or do online chat. The phone is disconnected by UTO in under about a minute. This too is partly why we did not get a clear understanding of the “travel date vs check-in date” fiasco. Bottom line, Dont Trust UTO! Dont book with UTO!

Leslie Kim 9 months ago

Negative experience: This company is a bait and switch scam. False advertising! My friends and families booked a trip and put our deposit in then they cancelled the trip saying they have to reschedule it. Then they never do. They refuse refunds and credits expire so they keep the money. Hundreds of people on various sites posting the same scam they experienced. How is this company still around is crazy. We need to get a class action law suit together with those hundreds of people to get this company to refund everyone and close down.

LAUREN STOFF MARTIN 9 months ago

Negative experience: Supposedly booked a 5 star beachfront hotel in Phuket and were severely disappointed. We ended up checking out of our hotel early, after only a couple days due to the fact that the beach was not swimmable; it was so dirty and polluted the hotel staff did not recommend swimming there. On top of this, there was nothing close by and it would have cost as much in taxis expenses to go to a clean beach every day than to stay at a different hotel. We also paid for a 3rd person, full price for each person, to be told the ONLY difference is we get a portable cot in our room. Wow. Ripoff. I feel like UTO has been deceptive in its descriptions in its advertisements of the trip. We were extremely unhappy.

AGNES KIM 9 months ago

Negative experience: UTO is the worst travel agency. I asked for a cruise traveler's name to be changed and paid the fee, but the cruise company did not change my name, so I had to pay an additional fee and barely boarded the ship. The name was not changed on the optional tour, so I had to pay extra for that as well. First, I will ask UTO for the additional expenses paid. I am watching to see how they handle things.

Mireya C 9 months ago

Negative experience: If I could give them 0 stars, I would. Don’t waste your money. They take your money, make promises and don’t come through with it. They cancelled our trip, offered a credit (after refusing a refund) and said we could have extend it if we didn’t find anything. Now that time has come to extend it and they plainly refuse to do so. DO NOT book with them, HORRIBLE customer service, they don’t care about their clients at all.

Mayra Ceballos-Alvarez 9 months ago

Negative experience: BEWARE of this travel agency. The worst customer service we have ever experienced. We booked a trip to Japan. Due to COVID, there were some restrictions with tourists visiting the country (which is understandable). When the country opened up again, there was no communication whatsoever on what was needed from us to receive our airfare. We saw a notice on the news about Japan opening up their borders and we decided to call UTO (which btw they are very hard to get a hold of) for an update and told us we were past the time frame to receive our airfare because we failed to complete some documentation they needed, which I will reiterate was NEVER communicated to us. They refused to reschedule us without charging us close to $500 each and they refused to provide a refund. We received a PARTIAL credit, after calling MULTIPLE times, however there have been no deals in which we can match the credit because these trips have been priced ridiculously. Customer service is no help, AT ALL, and instead talk down to you.

E R 9 months ago

Negative experience: Buyers Beware... STAY AWAY!!! Previously working in the travel industry myself I am shocked how a company like this can still operate. Note: I did contact TICO regarding their shady services of not answering, replying and cheating people out of their bookings. I wish I had thought to review this company prior, as I trusted most companies run on principal and integrity. Sadly its companies like this that create mistrust for clients.

Nikolay Osokin 9 months ago

Negative experience: Attention - NOT A RELIABLE agency! As soon as one transfers the money, one NEVER gets anything back, no matter what. Count on upsale only. Don't use this Company's service, until you read this. Before COVID we purchased a two weeks tour to China for $ 1800 for 2 people including air tickets, hotels, ground transportation. China closed, the tour was canceled. They promised to provide the same tour for the same money as soon as COVID is over. We waited and contacted them later as agreed. They offered the same tour at double the price and now we also had to pay extra for air tickets. Basically, triple the price. We were not interested and instead decided to purchase a tour to Greece for 8 days. The new tour cost $4500. Now let's do the math - what was covered: 1. Hotels for 6 days with breakfasts 2. Ground tour for 2 days in Delphi and Meteora (no guides). 3. Daily (!) tips of $ 250. We had to buy all ground transportation and food ourselves. We had to move our luggage ourselves. They never offered us any service for the group. Thank God, crazy tips were only paid for 2 days for a trip to Delphi/Meteora. There were no accompanying tour guides from the company - we had to move between the islands without any help. In essence this was not a tour - it was just a hotel booking. On top of things they started changing the schedules. Everybody had to buy new ferry tickets, lose money and be on alert. That happened almost daily. Somebody in our group purchased a day tour with UTO. It so happened that on this day it was a national holiday and all transportation and streets were closed. UTO knew very well that it would be a holiday, not only it still sold the tour, but also refused to refund the fee. You can ask, perhaps, you were staying in palaces or chateaus? That would justify the prices. Hotel in Athens was a 4 star, which in no way could be justified. No air conditioning, no coffee machine, unfriendly staff. Hotel itself was 40 minutes walk from the city center, which makes for a crazy daily walking experience. Hotel in Santorini was 3 stars. Only hotel in Meteora was 5 stars, however it was located in the middle of nowhere. The $4500 ticket price should warrant coverage of all transportation and 5 star hotels. I am thinking they STILL OVERCHARGE us by about three times, as they originally intended, no matter how you slice it. I am not a newbie. Few months ago we were in France on a 14 days tour and paid the same money. Twice the time, more expensive country, all ground transportation and dinners WERE INCLUDED and organized by the travel company. My suggestion - UTO should be boycotted by all travelers, as using unfair business practices. Travel independently or book through a reliable agency, not through UTO.

Michele Lee Reed 10 months ago

Negative experience: Beware! I booked a trip to China in 2021 which was cancelled due to COVID. I was given a travel credit. Since that time, all trips (except one) are unavailable which the company informed me sold out the day after Thanksgiving. My travel credit will be expiring in September of 2022. They've refused to extend. I look once/week to rebook without success. None of the trips they advertise are available. The rest are ridiculously expensive. In short, this company will be stealing my $1400 since I am unable to rebook without any ramifications in the US since they're based in Canada. I've even tried every other destination - same thing. Trips are "Sold Out" and none of the advertised prices are available. Instead, the prices are insane.

Alicia Morandi 10 months ago

Negative experience: Two years ago, we had booked a tour of China and Thailand. Unfortunately, this trip was canceled as a result of Covid restrictions. I was told I can use my credits until September 2024. I have been checking the website every day for the past 2 years and have been unable to find a similar trip to what I had originally booked. Prizes are four times higher. We demand a refund but the company continues saying that they are working on getting additional tours and this has been their response for 2 years! They have not fulfilled their obligation at the price we agreed to.

Judy Chu 10 months ago

Negative experience: Not sure what happened with management of this travel agency since 2019 but they are running a scam now. I went to China with them pre COVID and had a very good experience. I told all my friends about this company and booked another trip to Italy. Unfortunately COVID put everything on pause for two years and I cannot go on my Italy trip. They will not refund any deposits and increased the prices so high that many previous customers will not be able to afford to go on the trips they put a deposit on. My Italy trip went from $550 to over $8,000. There is a class action lawsuit against this company and they will probably be out of business in the near future.

Caroline Panske 10 months ago

Negative experience: took a 10 day China trip a few years back and had an absolutely stellar, once-in-a-lifetime experience…and yep…should have just left it at that…but a few years later I thought I would go back and this time take both my boys (ages 10/14) booked, paid in full…it was to be our family Christmas gift that year. Cue Covid. We all know what happened. Some are still dealing with the aftermath…I myself got stranded with those 2 boys in Jamaica…no one in no one out and no funds…my one american credit card became our only lifeline…4 months later (after what was supposed to be a 2 week spring break) we got home. Obviously China trip had been canceled so now I had a travel credit. No rescheduling due to covid. Well with most countries closed or at least quarantining tourists…what a dumb time to travel for pleasure…and on my part…financial suicide…the grocery store purchases done in a foreign country over months without any attempt of payment put my cc company in quite the frenzy…my mortgage was behind…my mind and emotions had just been through our own personal season of Survivor…and now more than anything the funds sitting in a travel credit for a trip to a country that was closed to me anyway seemed like a lifeboat…but emails have only led to a travel credit for $897 that is about to expire 04/27/2024…looking to even re-book a solo trip for myself…I can’t even come close to being able to afford what they are now asking for travel packages…so for the past few years I have been asking them for a refund of that $897 and have been been given every reason as to why I cannot have a refund. At this point they now have suggested I see if any friends or family want to use…which seems like a scam if I approach friends/family…and if I truly cared about those friends/family, I sure as heck would not put them in the hands if UTOVacations A Touch of the Exotic

Audra Ludlow 10 months ago

Negative experience: Save your money and book with a different company! We are seasoned travelers and this travel agency is absolutely awful. They are unprofessional and not at all knowledgeable. They booked us a flight out of one airport and returning to a completely different airport an hour away. When we questioned it, they adamantly refused to fix it or refund us for the price of the airfare so we could book our own. Instead they said we could book a new flight for about $900 each or book a new one way for about $400 each. Clearly they are not looking out for the best interest of the customer, but rather their own pocketbook!

Carla Evans 10 months ago

Negative experience: Five of us booked just before Covid hit (and paid deposits for) a trip scheduled for October 2020. After waiting to see if the restrictions would be lifted eventually we were all issued travel credits for future use. Since then we have tried to rebook two times and was told that because our first trip was a "special priced trip" we couldn't transfer them to either of the ones we wanted. Since then there have been no more "great deals" and there is nothing worth paying that much money to go visit. I was just told all our credits will expire next month and they will not refund nor will they extend our credits any longer. Really disappointed with their service...we would have been happy just to be able to carry the credits forward until there was another reasonably priced trip available. ( the one we initially booked was $1300 and now that trip is $4000) Now they get to keep our money and they did absolutely nothing except gain interest on it.

Lani 10 months ago

Negative experience: My experience with UTO Vacation during my trip to Delhi, India, was deeply disappointing. Despite booking a tour package that included accommodation at The Metropolitan Hotel and Spa, UTO Vacations failed to ensure our reservation was honored upon arrival. The lack of coordination and communication with the hotel led to unnecessary stress and inconvenience. Additionally, UTO Vacation's inadequate response to flight delays and failure to provide essential information about the local guide further compounded the frustration. However, it's worth mentioning that the guide and driver provided excellent service throughout the tour, despite the shortcomings of UTO Vacation. Furthermore, I was dismayed to learn that the mandatory tips collected by UTO Vacation did not reach either the guide or the driver, which reflects poorly on their commitment to fair compensation for their staff. This negligence and disregard for customer satisfaction reflect poorly on their professionalism and reliability as a tour company.

tracy luu 11 months ago

Negative experience: Just wanted to warn others about this fraudulent travel company. Do NOT fall for this company's scam. My family and friends (a total of 28 people) booked a trip with UTO vacations in June of 2021 to travel to China in November 2021. Due to Covid, the trip was cancelled. After reaching out to them multiple times to see if they plan to update our reservations given the China travel restrictions in 2022, we were told to look for an alternative trip or wait and see if the restrictions are lifted. After trying to get a refund and being told the reservation is non refundable I asked if the trip was still on when the quarantine restrictions were lifted and got no answer. I reached out to UTO vacations via in-person, phone, chat, and email to see about rescheduling the trip and haven't heard back from them. Basically I am out SEVERAL THOUSANDS OF DOLLARS. The whole thing felt like a scam. As they sold the trip without mentioning the quarantine requirements in China. And then never responding to reschedule my trip. It’s definitely a fraudulent company and can’t be trusted at all. BUYERS BEWARE!!

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Scott Beauton 11 months ago

Negative experience: I would strongly advise against using UTO Our honeymoon to Peru was scheduled for February, but upon arriving at the airport, I was informed that my passport was damaged and I could not board the flight. This was particularly upsetting as I had used the same passport several times before, including a trip to France after the Peru trip was denied, without any issues. When I contacted UTO, they claimed that I had canceled the trip and therefore there was nothing they could do. This was a shocking display of poor customer service, especially considering how difficult it is to speak to a live agent, as everything is handled through email or chat. I hope this serves as a warning to anyone considering booking with UTO Vacation. I wish you all the best in your future travel plans.

dorocik ma 11 months ago

Negative experience: Horrible experience. I would not recommend this company to anyone. Avoid it at all cost. I paid them USD$900 in 2019 for a trip that was supposed to take place in March 2021. Due to COVID, the trip was cancelled and I was offered a credit. Subsequently, I booked another trip with the idea I would use my credit towards the final payment (in fact, the final amount due was less than my credit amount with the company, so I would still have ~USD$100 to use). I thought the credit will be automatically applied towards my trip. Unfortunately, it was not. When I called them the next day, they told me that because I didn't apply my credit in time, they cancelled my trip and offered it to someone else!!!!! Absolutely unacceptable. They've been using my money for 5 years (!!!) and they can't apply my credit just 1 day after due date. Horrible customer service, barely speaking English. I would not entrust this company my family vacation and urge you not to entrust yours either.

n g 11 months ago

Negative experience: After seeing all the reviews the about UTO it’s so disappointing they cheated to so many people it is really true they are scammers and LIARS I booked a tour in September 2022 for China/japan tour this March 2024 they never reach out to give information and iterinary about the trip and when they finally reach out the trip was cancelled due to whatever suppliers reasons of course they said they going to refund but until now nothing was refunded this cause me and my family so much trouble from planning with work and other preparations the worst is they used your money to fund their promotions they will sale you tours and use your money for funds then cancelled your trips and take your money and will not refund you! Ridiculous! so thats how they do it SCAM and STEALING, USER. Please be aware of these travel agency I don’t know how they operate business have to be reported seriously!!! If you don’t have fund to operate your business don’t steal from your customers shame on you uto this will definitely get reported to Travel Industry Council of Canada (TICO)

Danielle Phillips 11 months ago

Negative experience: So disappointed with this experience, UTO's customer service, and lack of professionalism. I've never left a 1 star review before - UTO deserves it. I paid in full 18 months in advance, UTO tried to cancel our trip 2x due to arbitrary deadlines that weren't mentioned upon booking, yet despite my doing everything on time with very little notice from UTO, I never got final confirmation of our trip. It was cancelled 29 days prior to departure with a blanket email and no timeline on when we could expect next steps. By that time I'd found other client experiences posted on TA&BBB and learned this was part of UTO's scam process. It's been 3 weeks and I still haven't received a follow up email or call. I was supposed to go to China in a few days. UTO's phone line remains unanswered no matter when you call, emails ignored, no accountability from the company, "Joyce" their AI bot online is a joke. It's been weeks and 6+ attempts to reach UTO, but they have yet to provide confirmation of a refund or proof that the transaction has even been initiated. Buyer beware! I'm out $2000 plus interest as UTO has had my money since 2022. What an unethical way of doing business.

IKID D 11 months ago

Negative experience: UTOVacation is unethical organization. They are SCAM. They literally stole the money we had with them for a travel in Sept 2020 when the whole world was locked because of COVID (I payed the fall of 2019). There was no logical reason for them to withhold the money as a credit because they never incur any expenses related to our travel We've lost 1600$.

Dawn 1 year ago

Negative experience: Run don't walk away from the low-priced deals they offer. This is a case of you (don't even) get what you pay for. There is no one contact or person to help, it's a hodge podge of hotel, flight, and tour arrangements with a person here and there who guides you. Last minute changes to flights and awful itineraries were just the start of this misadventure. Most of us arrived at the hotel the first day around midnight and had to be up the next day at 6 am to fly again. Then another tour day started at 430 am. This was all during a short a one week tour. We were unfortunately in Peru during the strikes that impacted Machu Picchu. Of course UTO had nothing to do with this, but they failed to inform our group the night before our 430 am bus was to pick us up to go there. There were 10-15 of us in the hotel lobby at 4 am waiting. After the arranged time passed by half an hour, someone eventually called a UTO contact number to find out there was no tour because of the protests. They did in fact know the night before! This day was the final straw for many of the group and we all shared horror stories about our short experience with UTO, like how other optional activities had gone poorly, that there was no one to help us, and how we were all exhausted from waking up early. We named it the "torture tour" and everyone agreed they'd NEVER go on another tour with them. Unrelated but not really, my aunt experienced severe altitude sickness and spent two nights in the hospital in Cusco. The one tour-related person I told about this never inquired further, or offered any help or alternative arrangements. We eventually left Cusco three nights early to get out of the high altitude and NO ONE from UTO ever reached out to us. Not that this was their responsibility, but you assume being on a tour means that your absence might be noticed or that you might be able to get help/support in an emergency. Nope. Try another company or make your own arrangements, you'll be better off.

Michael Dovorany 1 year ago

Negative experience: We booked a trip with UTO over a year in advance. With just 3 weeks before the trip, they, cancelled it with no explanation. Now, more than 3 months later, UTO still has not refunded our money. Every time we contact them, they have a new excuse. THIS COMPANY IS A SCAM! Avoid at all costs.

Patty L 1 year ago

Negative experience: THIEVES THAT IS WHO UTO VACATIONS ARE. THIEVES, THIEVES AND SCAMMERS. I booked a vacation to go to China and Japan and this company stole all our money about $1,914.00 because according to them we failed to submit the last $100 dollars. I send an email and called them to please charge the entire payment and they didn't at time. I wish a had read all of the reviews in Goodle and Trip advisor. This company is located in Canada and there are nothing but scammers. Please don't book with this company they will steal your money. The reason they don't collect the balance of $100 or $200 is with the sole purppse of stealing your money. please read all the reiews very carefully before booking wiht them. If you want to use a company pleae use Gate1 Travel they are the best. Nothing like this UTO VACATION BUNCH OF THIEVES AND SCAMMERS. IF i COULD GIVE THEM A ZERO I WOULD. I can't believe that the Canadian government let them have a license to steal from hard working people. THIEVES THAT IS WHO UTO VACATIONS ARE. THIEVES THIEVES AND SCAMMERS

Garner Moffat 1 year ago

Negative experience: We booked a trip with UTO a couple of years ago to take place Oct 2023. They were difficult to communicate with. They didn't meet any of their promised deadlines for flight info, etc. They canceled the trip to China and Thailand at the last minute because of problems in the Middle East supposedly. They have yet to return our money, trying to force us to book a different trip for 8x the cost. Then they promised a refund by the end of the year, it never came. Now they asked for a mailing address to send a physical check to refund us instead of on our card. They tried to charge us to mail the check to us, the check hasn't arrived. This was the first big trip my wife and I have planned together, not only has it been a huge hassle, but it's also been a big disappointment, we have been looking forward to the trip for about 2 years and it turns out that instead, our dreams were dashed and they kept the cash.

Ruben Diaz 1 year ago

Negative experience: Honestly it’s pretty bad service. We purchased 4 trips to china at an unbelievable price only to find out our trip was cancelled due to miscommunication on their part. They never advised me that I would need to send in my passport and other documents within a matter of weeks from purchasing my tickets. They cancelled my trips instead of either calling me or notifying me. They simply sent an email once which was lost in my mailbox. But the problem is their lack of communication. I would have expected the email if I would have been told. Now they refuse to give me back my funds over 3500 in credit that is supposed to expire within 6 months yet the trip we purchased is continuously sold out and now they want to sell us a package of 1400 per person so they’re trying to gouge more money from me. I’ve spoke with them and they just tell me to keep an eye out that there’s no dates available but yet don’t help me with anything.

Rhonda Webb 1 year ago

Negative experience: Our team leader or guide was the least professional person I have ever encountered. Our bus driver was a great driver but a bully. UTO is not a good company to book thru. Their communication was spotty to nonexistent. Hotels were located an hour by metro or 30 minutes by taxi from all of our reserved tours or from any restaurants. We often arrived at our destination too late for site seeing and after restaurants were closed. I recommend you book with someone else if want a good experience.

Emilija Pruden 1 year ago

Negative experience: We booked for a trip over the pandemic, with travel in 2023. As China was still on a version of lockdown, we were given the option to select a travel credit, which we did as we couldn't risk being stuck in China with our jobs. Our travel credit expires in September, and we cannot use it on a similar trip, as travel credit can't be used on sponsored trips. Every other trip is sold out, or is thousands and thousands of dollars - our credit is under 1200. This feels like a bait and switch scam. Communication from UTO has been terrible as well - chat lines are often down, emails go unresponded. Terms and conditions seem to change from email to online account. Something isn't right here.

Ian Johnson 1 year ago

Positive experience: Just returned from Thailand and the trip did NOT disappoint in anyway..Communication with UTO was superb and the onsite tour guide went beyond the call of duty…Little disappointed at hotel locations but apart from that all was good!

Renada Tyson 1 year ago

Negative experience: THEY HAVE ALL OF OUR MONEY BUT WE DON'T HAVE A TRIP AND NO REFUNDS! Total trip cost for air/land/ tours AND all gratuities paid for a group of 4 for the 10 day trip to China/Thailand with air and hotel. UTO canceled trip. Tried to re-schedule but was a scam as it stated flights and hotels within the original cost already booked @ one minute after midnight Black Friday! Our increase was a minimum of $799/person. No response to the emails I immediately sent. Web site personnel today was no help and stated could not put me in contact with some who could help and no refunds.. FIRST CUSTOMERS BOOKED SHOULD BE THOSE WHO HAVE COMPLETELY PAID!!!!

Kelly Colosimo 1 year ago

Negative experience: I purchased a very expensive, 14-day trip to Japan. The description indicated everything was 5-star, including accommodations. The price paid was reflective of the description, but the execution fell short. It was clear UTO does not understand the preferences of a “high end” clientele. Hotels were 4-star at best with backpackers staying at one of the UTO chosen hotels. We were disappointed and escalated our concerns during the trip but it was clear UTO was price sensitive and unwilling to pay to put us in a 5-star hotel.

Sara Lynn 1 year ago

Negative experience: I definitely don’t enjoy posting negative reviews if I can help it, but in this case I feel that I need to warn others about this business and their semi-fraudulent practices. I can’t give zero stars, but I wish I could In this one instance. I booked UTO’s discounted China tour in late 2018 (for travel in 2020) with a deal alert from Travelzoo - who are a very reputable travel service, so I did not question it when booking (more on that later). I knew the deep savings of this tour came because it is sponsored by the Chinese government and involves having to attend a few activities that show the history and economic activities of the country (visiting a jade store or an herbal medical farm, etc) with high pressure sales pitches wanting you to buy one of the items you saw demonstrated at the visit. I was okay with this after reading that this was a portion of why the trip was so inexpensive. What I didn’t know, however, was that if something happens and your trip is canceled (mine was canceled by UTO, NOT by me at all) it is not refundable even if THEY cancel it. How is that even legal? They can cancel it but you get non refund, as if you are the one who canceled? I paid them almost $1300 ($400 was for our two Chinese visas), and when they canceled our trip due to COVID, they offered us a credit for future travel only and no refund option at all. At first I was okay with this, as I understood about COVID obviously being the cause, but I was a little disheartened by the no refund/only credit news. Our credit was only for $900 since the $400 Chinese visas were good for 10 years, so we would be able to use those when we rebook, right? WRONG. First off, the initial trip was only $399 per person base-price, but every trip they posted after COVID situation was a little one under control was in the thousands of dollars per person. Some were in the $10,000 plus range! So what am Is supposed to use this $900 credit for now? The credit was good for two years, so I waited it out to see if they would post any more discounted trips like the one we originally purchased, but no luck for about a year. Black Friday rolls round, and guess what! They posted another trip just like the one we booked and that was canceled! Phew, we can rebook and use our visas we paid them for (so don’t have to pay that portion again, luckily, right?) and can finally take our trip with our credit! Woo! Again - wrong! I try to book our trip with our credit and it shows that it’s about a THOUSAND dollars more than it should be on the checkout screen? I go back to my cart and it looks like there is indeed a visa charged at $498 per person there that is making it so much more than the base price. Oh, I just need to contact them and let them know I already bought a visa through UTO and can use that one, right? AGAIN wrong - this is almost comical at this point. They tell me that all their Chinese tours are using “group visas” now and my visas that I paid them $400 for already are now useless and I need to pay almost $1000 more for these new visas they are using. So I am stuck with a basically useless $900 “credit” that I cannot use without spending more than double my original trip. One more thing I’ll note that’s super shady is that they are still posting little badges on their tours that some of the “discounts” are for “Travelzoo members” only - but Travelzoo has not posted one of their deals in years (probably because after hearing all the complaints similar to mine, they are no longer promoting them to their members so they don’t get hoodwinked!) I am out $1300 (not a small amount of money!) and received ZERO useable services for that amount. I highly recommend you read up on all this company’s ratings and all of their reviews on Yelp, TripAdvisor, and Google, before deciding to see a shiny discounted trip and booking it without being informed of their practices. I hate to say something is an outright scam, but that is how I’m feeling at this point.

Linda West 1 year ago

Positive experience: We enjoyed our trip to South America on the UTO Vacation Trip. We visited Rio de Janiero, Brazil, Iguazu, and Buenos Aires, Argentina The Tour Guides were excellent, and the accommodations were comfortable. Great experience. Highly recommend the optional excursions! We have two recommendations for improvement. (1) We did not understand until we were already in South America that communication would be thru the WhatsApp. So, we were often without information as to when and where to meet our tour guides. Please add this information to the UTO Vacation Guidelines - Important information to know. Luckily we were traveling with another couple who had WhatsApp. and they shared info with us. (2) We had paid UTO Vacation the mandatory fee for tips. There was confusion as to whether the Tour Guides ever received the tips. As a result, we often tipped them for a job well done. They deserved it. At the end it may have been resolved but we were still unsure about when or if they ever received a tip from UTO.

Len 1 year ago

Negative experience: We purchased a trip to China from UTOvacations back in 2019, for the April 2021 trip. After the pandemic took place our trip was canceled, but UTOvacations refused to refund our money. Instead, they rescheduled it for October 2022, and then for April 2023. Then UTOvacations asked us for additional payment, or they threatened to cancel our trips. (I have an email from them to prove it). They refuse to provide a refund but ask for additional funds instead and threaten to cancel or trip altogether. In the end, they issued a credit for the money that we paid, but they don't have any available trips to China anymore. Their website is a complete scam. They post the trips to China and other places in Asia, but they don't have any available dates for them, so no one can book them.

Tammy Brown 1 year ago

Negative experience: My husband and I went on an excursion to Israel and Egypt with UTOvacation. This was our first experience with this service. However, I feel to call it a service is gracious as they did not offer any service. We were treated as peasants who had not paid more than $10,000 for their service - despite we paid for 5 - star hotel upgrade for and then received ZERO STAR placement in hotels and train. We had rust and black mold in our hotels. When we complained, we received a 1 star switch in rooms. We also had purchased the train ride from Cairo to Aswan not knowing that the train was uninhabitable to humans. We were told by our local guide that they had tried to get the UTO to change the accommodations as they were well aware that it was not fit for service, and UTO refused. In addition, we paid for the Bite & Sip Package but we were not allowed to drink any wine at several of the locations, and then told we could only have 1 bottle for the entire table. It was ridiculous. We will never use this company again. I would give ZERO STARS if it were possible.

Damian Pacheco 1 year ago

Negative experience: Went on the Italy trip which includes Rome, Florence, and Venice. Their customer service is terrible. There is a phone number you can call for questions, but they either didn't answer calls or if they did answer the call would be lost. They basically do not want you to contact them once you've uploaded documents and paid fees. Thirty days before the trip they emailed our flight schedule and list of hotels. One day before we were scheduled to depart all the hotels were changed. Also, good luck on the hotels. UTO reserved a hotel 40 minutes outside of Venice for some of the members of our tour group. Each day they had to pay for transportation to and back from the city. When you purchase the trip, you can then buy other packages such as tours or dinners. When I tried to find out when the tours/dinner would be scheduled, I was told I would have to wait until we arrived in Rome and met with our “tour coordinator.” This made it impossible to schedule other activities we wanted to do in Rome that were not offered by UTO such as going to Pompei and wasted a lot of time we could have used doing other activities. In addition, activities were scheduled but transportation to the locations was on your own, which they don't tell you. Uber can cost up to 80 Euros and taxis are a little cheaper. This also means you're on your own when trying to get back to the hotel. There were positives to the trip. The hotels were decent, clean, and included breakfast. The only complaint there is that the hotel in Rome was far from the popular areas (and next to a train station which shook the building every now and again). The tours that were scheduled were really good except for the last one in Venice which was decent. WOULD NEVER USE UTO (nicknamed UTI by our travel group), AGAIN.

Janet N 1 year ago

Fantastic experience: We just returned from a tour to Turkey. We had an excellent time and enjoyed everything. Our tour guide was well informed, interesting and nice! He kept things well organized. The traffic in Turkey is very bad, but our bus driver maneuvered that large bus expertly. All of the reservations and plans were in order and there were no issues whatsoever. Thanks for a memorable vacation!

Jyoti Patel 1 year ago

Negative experience: I would never use UTO again!!. This has neen the worst experience ever. Original trip wa scheduled for China, however, due to COVID ( no fault of UTO) it was cancelled but they refused to issue refund. Received travel credit. Decided to take Thailand trip to use up this credit. I had uploaded my passport picture directly to my UTO travel account as per their email...A HUGE MISTAKE!!! They lost that document !! They had my passposrt #, date of issue,expiration date, Country, etc but still made me pay $299 as late fees in 2023 to resubmit the picture of passport!!!!Tried to explain the situation ( death in the family )but they don't understand or speak english very well. In December of 2019, after I uploaded the copy of my passport, I received an email stating my application was complete. Now in 2023 they are saying that means all payments are made not all documents received. The email did not state that!! All they would say is they did not get a copy of my passport picture!! Dont know how they can say the application is complete if all documents are not received!! They never called back as promised to see how the document was lost. Extremenly inefficient staff from manager to supervisor to agents answering customers questions. Talked to Jeanine, Jessica, Jasmine, ..notice how all names start with "J" !! They also asked us to pay extra if wanted breakfast!! We decided not to and after we got to our hotel in Thailand, we found out that BF was included with no extra charge!!! BE VERY CAUTIOUS WHEN BOOKING VACATIONS WITH THIS COMPLANY. DEFINITELY NOT CUSTOMER FREINDLY! Their standard upcharge for everything is $299 and they are very creative with coming up with different scenarios to upcharge $299 !! They are all about how to get your money. They moved our outbound date from 27th to 25th ( i bet the tickets were cheaper for 25th vs 27th) and then expected us to pay for our own hotel for getting there earlier than others in the tour. Mind you we had already paid extra $300 for flying out from a different city and we were ok with that. They also charged upfront for the extra baggage for the local flights in Thailand but once we were there we found out there was no communicaion wiht their counter part in Thailland about the extra money paid for the luggage and we had to pay again for the luggage!!! They also messed up the return flight information given to their counter part in Thailand. I MUST SAY THAT THE FOLKS IN THAILAND ( NOT UTO GROUP) WERE VERY HONEST AND APOLOGETIC FOR UTO'S ETHICS. IN SHORT, STAY AWAY FROM THIS UTO. THEY HAVE NO ETHICS!!

Frank DeLeón 1 year ago

Fantastic experience: UTO vacation provided me and my family with one of the best vacations we've ever had. Our trip to Japan included stops in Tokyo, Kyoto, and Osaka--and the meals provided were awesome! Our guide, Chiyomi, was charming, friendly, and extremely knowledgeable. The tours were fantastic and the transportation was comfortable and efficient. For the money, I would recommend UTOvacation every time!

Caroline Huffman 1 year ago

Fantastic experience: When our original package was no longer possible due to visa issues caused by COVID-19, UTO made sure to give us a few different options to make it right. The package we chose in Thailand was lovely! UTO promptly answered all of my questions regarding accommodations and flights. Their on the ground guides and tour partners were wonderful and very helpful. We had a great trip thanks to UTOvacation!

robyn morse 1 year ago

Negative experience: UTO is the worst to communicate with. nobody ever answers the calls, and never get back to you. Excursions Change or cancel and still waiting for a refund from our trip to Peru in Oct. Although trip turned out well, there is too much uncertainties with UTO. Use other groups to travel with!!

Bobby Johnson 1 year ago

Positive experience: While the tour guide(s) and driver were amazing, my wife and I, were not impressed with the UTO Vacation experience. This was due mainly to the lack of communication/customer service provided while actually on the tour, as we tried several times to contact UTO on why the tour guides had not been tipped at this point, although all on the trip were charged $250.00 per person (in advance) for tips. While all of us still decided to provide tips for these folks at the end of the tour, we truly wondered what UTO had did with those funds. While on the trip, several of us reached out to UTO either by email or phone to ask about this, but never received a response, which in my opinion says a lot about their customer service, as they had responded to other questions asked, but made it a point not to answer the questions on tipping. Also, having members on the tour stay in separate hotels, (4-star or 5-star) took an abundant amount of time, as the hotels were not centrally located in any of the 4 locations we stayed in, and quite often delayed the tours from starting, or led to late arrivals for whichever group was dropped off last. In our opinion, all should have stayed at the same hotel.

Michelle Cota 1 year ago

Negative experience: The places we visited were so wonderful but seriously could have an should have done it on our own. UTO communications are virtually non existent. We could not check in for any of our flights as the confirmation numbers were incorrect. If u try to get ahold of them forget it. Even our guides were frustrated. Failure to let us know our luggage was not paid for and all we had was carry on for the smaller planes. The side trips were fun but again the companies we went with who uto had paid for had the reservation times and amounts all wrong. 11 of us from all over the USA and Canada and none will use uto ever again. Highly suggest putting together the trip on your own or using another agency. We have loved gate 1 and will go back to them.

jeff gonsowski 1 year ago

Fantastic experience: We just came back from a 8 day trip to Thailand. The itinerary had us in Bangkok and Pattaya. Hotel accommodations were better than expected and airline flights worked out very well. We certainly got our money's worth. However... the absolute best part of the trip was the tour guide hired by UTO. Kuhn Lift made the whole trip. She was an incredible wealth of information about her country and all the incredible places we visited. Funny, smart and always a joy to listen to, Lift was the consumitt professional. Well done UTO, we'll be back in the future.

Ginny Chang 1 year ago

Positive experience: we had a wonderful time for our Turkey trip, packed fun programs and we had a wonderful and knowledge tour guide. The driver was also so professional and extremely skillful and kept the bus very clean. Turkey has so much historical treasures and food is great!

Lindsay Campbell 1 year ago

Positive experience: Overall, we had a great time on our eight day trip to Turkey. The itinerary gave us a nice taste of many of the most common attractions, and our tour guide was very nice. I will say that our transportation from the airport to our hotel on the first day that we landed, did not arrive to pick us up and the hotels that we stayed in were definitely not considered five star. They were 3 star at best. The Hotel in Istanbul was about 45 minutes from the downtown area, which was not ideal. Additionally, UTO did not give us our hotel information until about two weeks out from our trip, even though they promised 30 days.

Kimberly Penna 1 year ago

Fantastic experience: So far I've been to China, Turkey and Morocco with UTO. They are quick to remedy any issues that arrive and are the best value out of the services I've used to the past.

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