Pollen
All reviewsPollen
11% Would buy here again
All reviews (19)
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Golden Sands Trip 4 day Vacation
This whole process was easy to sign up for, but as soon as the event was canceled, there has been very little communication and information given as far as a refund. It is like they want you to get frustrated with the refund process and give up, so they can keep your money. I've consulted an attorney. Not to mention, there was never an explanation as to why the event was canceled.
Spring Break Package
Do not use this company! Notified them in writing that we were cancelling per their procedures and still the took a payment out of out account which is stealing!! Past 90 days for refund. No communication. They are a scam. Thinking about filing a civil action and going after damages, legal fees and as much as we can get.
Holiday trip
I have never dealt with a worse company in my life. I am beyond frustrated with them. Currently waiting over 120 working days for my refund which was promised 90 working days max. To add insult to injury others on the SAME BOOKING have been paid but not me? Their excuse every time is "oh covid has made it so busy for us", absolute lies. I know first hand it does not take that long to process a £500 refund. And even so, why dont you recruit more people?? You have all of our money i'm sure you can afford it.
I contacted them, every email response was the same "covid has delayed the refunds" response, so no help. I went onto the webchat and wasn't surprised to find it was a robot giving the same responses to the emails. And off course, the cherry on the cake, they have no contact number. I wonder why.
I have been told i would receive a call back due to wanting to raise a complaint but off course, no call and they're now ignoring me.
If there is a way we can take these criminals to court and get our money back plus compensation, let me know cos they have caused me so much mental stress.cabo spring break
The communication with clients was very poor. It caused roommates to arrive on different days and therefore 2 had no room for the first night and extra fees were charged. The return flight with the connection was booked so close together my daughter missed the connection because of long customs line and had to book a hotel at 9PM at night by herself in Chicago in which they don't even allow under 21 to check in alone. They refuse to reimburse me for the hotel even though it is their fault she missed her connecting flight. It was a terrible experience all around.
Package trip to Cabo San Lucas
I purchased a package trip for friends and I. They got Covid and reported it to pollen they then in turn canceled my trip and said I was getting a refund for the trip not what I wanted but ok. First I was told that I had to wait 60 days. Then I was told it was 60 business days when that time can I was told 90 days. After the 90 days you guessed it I was told it’s 90 business days which I figured after the last encounter. Now 90 business days have pasted and still no refund. Every time I get a response from this company it’s always something different or the policy magically changes. When they say it’s always been policy I remind them that I have emails from there support team saying one thing and them doing something completely else. No communication and horrible service. If you want your money stolen then this is your perfect waste of it. I don’t recommend this company to anyone.
Golden Sands Cancun
They canceled my trip AND STILL HAVE NO REFUNDED ME. I have literally written MULTIPLE emails about where the ... my money is AND THEY KEEP TELLING ME TO WAIT. ITS BEEN FOUR MONTHS. I'm contacting the Better Business Bureau. DO NOT trust this company. DO NOT spend money with them. THEY STEAL FROM THEIR CUSTOMERS. I have not hated a company so much until I had to deal with them. I swear no trip is worth this headache.
spring break trip
Awful company, taking advantage of people with unreasonable policies. Do not use, there are plenty of other legitimate travel agencies that are reasonable to deal with. Just look at their reviews. They do not even have a physical address in the United States.
Departure - Playa del Carmen
I WILL NEVER GIVE MONEY TO POLLEN AGAIN! Bought a pass to Departure festival in Mexico. Everyone flew to Mexico. Day 1 of they festival they postponed the event (they said they weren't finished building the stages). Day 2 they cancelled the entire even (they said it was because of covid). They refunded the tickets (which I have yet to see a refund) and promised a $200 credit. I tried to use the credit to go to gem and jam. First of all they made it incredibly difficult to actually get the credit (it took contacting pollen 3 separate times). Second, they refused to let me use my credit for gem and jam because it is a pollen+ experience even though that is not listed on their website. This company is full of ... and I think they twisted the whole event last minute to be an opportunity for an insurance scam.
Will never use this company again and will recommend against anyone else doing business with them from this point forward.Cancun trip
This company is a scam. Never purchase anything through them.
Ozuna fest Cancun
So I purchased almost $2000 for 3 tickets. And I had gotten sick the day b4 the event. I had emailed them a letter from the doctor stating that I needed to basically quarantine until further notice because I was waiting for a covid test and results. I sent them the day and time of appointment. They refused to give me a refund. I have an email stating from them that when I get my test results and its positive email them. So I did. And because it was 1 day after the event they refused a refund. I said that was bull because they refused my quarantine letter. They asked f I had proof that I had contacted them b4 the show. I did. So I emailed them screen shots of that conversation and they still refuse a refund. I definitely will never use them again. Or recommend them for ....... I had spoke 2 a lawyer about a class action lawsuit against them. We are asking for a couple more people who would like to add their name to it f u have had the same experience. And want your money back!!! Comment your full name. Thank u
Vacation
This is the second review I have had to write because I can’t find anyone to help me. I have written emails and they have stopped responding completely to me as of Wednesday October 13th. What went from responding in under an hour has now turned into no response. There is no phone number to call and no supervisor to speak with.
I reserved two Pollen experiences. The first one was in September 2021 in Las Vegas. The overall experience was so much fun. My husband came back and had contracted COVID. I understand this is always a risk, but they had no temperature checks at events, no capacity limits, no requirement of vaccination or negative test, which was NOT disclosed before the trip in any way.
I tried to get my money back for my upcoming Cancun trip due to the COVID experience we had which resulted in lost wages, and putting our children and family at risk. They refused to give us a refund because it did not fall under their COVID money back guarantee. As much as I hated this answer, it was understandable.
Now, back in June or July pollen customer service emailed and said they were upgrading my hotel free of charge and if I did not want it to be upgraded, to respond by a certain date. I responded by the deadline and received a confirmation email from Pollen stating they received the email. A couple of weeks ago, I received an email saying to log in and verify my experience details. When I logged in, I noticed they had changed my hotel without my permission, after I had responded that I didn’t not want my hotel changed. Let me say,I I paid for the “luxury” experience, and the hotel they changed to is NOT luxury, it is a downgrade.
I contacted support and first they tried to say that the original hotel I paid for never existed as a choice. Thankfully, I have screenshots that show it was what I paid for. I responded back saying that I had the proof of what I chose.
After getting multiple responses from different agents every time trying to deny everything, finally someone asked me to send proof of the email I sent by the deadline asking them not to change my hotel. I kept getting emails saying they were “working on the problem”. Finally an agent responded saying that it was not an email, that I sent them a screenshot of a chat. I then sent the email thread that showed they responded in email form to my email saying they received my email.
Then I kept getting responses saying they were working on my issue.
After a while, I received one saying well the hotel we upgraded you to is next door to the original one you paid for and that was the end of it. I said no I want a refund or the original hotel I PAID for. Then they said they were escalating to the concern team. I received another email after that asking if I still needed help.
I responded yes I need the refund or the original reservation, and I have not heard anything back in over a week. At this point, I am ready to get a lawyer as pollen is ignoring me and have basically stolen my money. Can anyone else give me advice that have experienced the same problems? Please contact me at as.manzano@migrasystems.com! Pollen cannot keep getting away with lying to customers and using shady business practices.
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over $4k in tickets to Cabo to stay at the Cabo ME. An agent called regarding one of the packages, that they Ould have to relocate to a different hotel because the ME was doing renovations. 1) the hotel they switched it to is GROSS> it is outdated, ... and nothing I would EVER agree to stay at. 2) they lied. The ME Cabo isn't doing renovations at all during this time because I have a major travel agent friend who has a group of 30+ people there right now & she inquired with the General Manager on my behalf. I have sent multiple emails, used their live agent feature and requested a LIVE phone call. 7 times.
next stop will be an unrelenting social media campaign showing live screen recordings of my communication with "agents" and the non response I am getting.