Monster Reservations GroupReviews 

The bottomline is that I signed up for a vacation at one resort, and was enticed to switch to another that I was led to believe I could switch again if I found it to be unsuitable, only to eventually be informed that the second resort was the only one within a 6 hour drive radius to have ever been available to be offered in the first place.

The reason why I agreed to switch resorts is because I was informed that the newly presented one was closer to the airport and great for my kids. After researching the resort that the agent switched us to, I came to the conclusion that it was not suitable for my kids (no water park or other such activities in comparison to the first) and opted to switch to another resort. When I called in again to switch, another agent said nothing was available at the time, but to try back the following Sunday, as they receive new locations to offer weekly. I've called in repeatedly over the last 3 weeks, and was told that nothing is available, and on one occasion, that if I did switch, I'd lose my initial payment and be forced to pay again. This agent refused to allow me to speak to a supervisor and said there was nobody above her.

Today, I finally got a hold of an agent that explained everything properly and efficiently. It appears that when I chose one from among several offered vacation spots within that region, I was enticed to switch to another resort because the designation that I initially chose was never theirs to offer. My family and I will still go and make the best of it, because I've already bought our flights there, but this is bad business. The majority of agents I spoke with, particularly the one that duped me into making the switch, were either unknowledgeable or deceptive.

UPDATE (07/02/2026): Kino, with Monster Reservations Group (Resolutions), reached out to me following the posting of my review to resolve the matter. I must say, she was a breath of fresh air! We went through every aspect of my experience in booking my family vacation to ascertain what exactly went wrong, what misunderstandings there might have been and how to resolve the issues. It turned out that she'd already reviewed the calls that I'd been on with the agents that I interacted with. So, she was well prepared to address each matter, point-by-point, and check off each point as I explained it to her. I won't discuss what she offered in resolve, but suffice to say, it was substantial and something my family and I won't soon forget. Kino's service was exceptional and I was made whole. She even gave me understanding on a thing or two about the process. With that, I decided to upgrade my review to 5 stars, and highly recommend Monster Reservations Group for your vacationing needs. Thanks Kino!

Ethaine was patient, attentive, and friendly with explaining the process of reservations and it helped me make informed decisions going forward. Thank you!

Ethaine Godwin Was very helpful in providing information about our vacation plans. Thank you Monster.

5 stars for monster and the great customer service from Caden OKeefe! I called with a few questions and got ALL of my questions answered and got a great trip booked while I was at it! Thank you!

I noted a charge chase card I didn’t remember and called Monster reservations group during this busy week and Cali was quick and exceptionally helpful to tell me where, with whom and when the vacation would place, a refreshingly quick and pleasant finding resulted! I will call Monster again!

Had a very good experience with Caden OKeefe today. Answered all my questions and was very knowledgeable. Thank you Caden

Excellent customer service

Today, Dwayne Lahnert totally resolved my request for a remaining full refund of purchases made by me. There had been ongoing misunderstanding / lack of information over the course of a week regarding my purchased package services, which led me to make multiple phone calls requesting a full refund. Prior to speaking with Dwayne today, two other representatives offered only partial refunds. Without any disagreement Dwayne kindly refunded the total remaining balance. It was a pleasure to deal with him.

Monster Reservation Group BOOKING NO:54349725: FALSELY ADVERTISED PRODUCT OR EXPERINCE ........... I called twice, speaking with Eric first before finally booking the trip with Jalissa P. on June 27, 2026 for a Margaritaville at Sea cruise for my inlaws. I repeatedly asked these customer service reps if the experience I was booking included all food and drink, specifically asking about alcohol. Over a recorded line and a couple minutes on hold while the reps checked, both reps came back on the line confirming to me this cruise deal package I would purchase did include the alcohol because of my membership. I remember asking you're sure this is not just the sodas, water, teas, and coffees? They said yes sir this includes the alcohol and that's what you get with your MRG membership and booking with us. I remember making the comment that wow this was a great deal, telling Jalissa let's book it. Well, well, well ... my in-laws got their confirmation emails, called and checked only to be told they did not have the alcohol drink package attached to their reservation after I committed to them the deal I was able to get them. I called Margaritaville at Sea support who confirmed the alcohol package was not attached to their reservations, so I added the package for them at an additional cost of nearly $1000 to me. I called back and spoke to CSR Eric again who confirmed he talked to me previously but denied that he told me the package would include the alcohol. I reminded him the conversations were on recorded lines. I asked to be connected to a supervisor and got the line, well they are in a meeting, he had no way to connect me directly with them, and that all he could do is send them an email to call me back. I even asked for a copy of that email to be sent to me for confirmation which he also could not conveniently do. I expect a call back from a supervisor with a plan to resolve this situation for me. Let's see if this review gets someone's attention?

Eric Sarvis went above and beyond to ensure my experience was outstanding. From the very beginning, he listened closely to my requests, making sure he truly understood my needs. Eric answered all my questions thoroughly and always treated me with kindness and respect, never rushing or pressuring me. When a booking didn’t work out, he quickly found excellent alternatives and made every effort to deliver exactly what I was hoping for. Even when my preferred locations weren’t available, Eric’s dedication and positivity made the process stress-free and enjoyable. I am genuinely grateful for his professionalism, resourcefulness, and unwavering commitment to my satisfaction. Without hesitation, I would give Eric a rating higher than ten stars—he transformed my vacation planning into a truly memorable and positive experience.

Allison Williams was great and answered all my questions.

Alison Williams Was very soft-spoken great customer service and answered all my questions

A Great big Thank you to Andrew for calling me within minutes of putting in for my travel dates and destination! He gave me some choices of beautiful places to stay in Cancun along with setting us up with the White glove service and Cruise club! Our vacation is booked and verified, Thank you so much Andrew. If you Love to travel don't hesitate to put your trust in Monster Reservations Group.
Sincerely, C L Aspen

Carlarae Greer Was a great help, she got everything in order for me, I can’t wait for my trip! Yayy

These people clearly work on commissions...Tony Zaffuto promised me that I wouldn't have to pay resort fees, cleaning fees, or parking fees if I just laid the extra $549 today...hes a lier. I paid it to find out that doesn't exist in this company. They just tell you what you want to hear. Transfer you 3 to 4 times and then what was originally talked about is out the door. Oh, and of course the only recorded line is the payment line which the guy knew nothing about what Tony and I discussed.

Rolanda was super impactful in helping me to reschedule my travel plans today 06/29/2026, after I shared that due to my termination from my job today...Southwest Airlines, I needed to reschedule.. She made my day, inspite of it being so eventful with the not so positive incident

Shackira, was professional kind, soft spoken. I had a very good experience with her. Great job.

Elizabeth Sanborn was very helpful in getting me the information I needed. She was polite & professional.

Kara G was great! Very helpful and patient. Cares about people and their needs. Very sweet lady

Cristhian Barahona is very knowledgeable, very professional, and a pleasure to deal with. I highly recommend him. 5 Stars!