ICE Rewards
Reviews and Complaints

Tried to use my ICE Rewards benefits to book a resort vacation, but the dates I could go didn't work with the various options available on their website. Talked to an ICE Rewards rep, which sent a booking request to the resort where I wanted to go - and it worked, she managed to get me the dates I wanted, for a great price (thanks to the benefits I have in my account, which I paid dearly for...) ! I then went ahead and booked my (non-refundable) airfare, only to be told a few days after that my resort booking had been cancelled / had not gone through (I was told both versions) due to some obscure policy that I had never been made aware of. I had received a booking confirmation email by then. As a result of this obscure policy, no go for me for that resort, the booking was non longer in existence and was not going to happen ! So I was then stuck with 2 non-refundable flight tickets, with nowhere to go with those unless I paid an extra $1, 000 to find somewhere to stay at my desired destination. Not impressed with ICE Rewards at all... If I had been told upfront about the various policies I would not have tried to book and would not have spent a good chunk of money on airfare, to then have to pay even more to go somewhere I was not going to be able to afford - which I then had to spend extra $$$ in order to salvage something. BEWARE BEWARE BEWARE !

I bought a time share. I got home from buying that time share and had ice call me. They sold me a life time membership. Its 100% paid for. A few weeks back Brandon called me gave me this sales pitch and I told him my husband was not around andni needed to talk to him. He said it's a free trial I can go look at it and we can talk about it get back with him. So I paid 399.00 us dollars and we logged in and the cash he said that would be in there a 1000 dollars could be used for flights or anything I wanted. Also would have over 90, 000 points because I already had some in there. Only had 80 000 no 1000 dollar credit so I called and called this guy sent him email to his person email. Never heard back from him so I spent sat on hold with 3 phones to cancel this upgrade. I finally got ahold of a lady and she said it was taken care of, low and behold it was not I had to stop payment on my credit card to get them to cancel it. In between this time I called booked some flights to Aruba and Denver and rented a car. Well things come up so I had to call and cancel the car and I did and I played 200 dollars to change a flight because we had a death in the family and they still charged me the full price of the car even know I canceled it. The company for the insurance managed to get that canceled so also out 90 dollars for a car I never used that I did cancel. Now i have to say when you want to spend money these people are top notch all over that. But yo reach them for issues good luck with that. A Andreq called me Friday and said he would call me back. Maybe he did and I missed it and he just didn't want to leave a voice mail? Not professional! So tonight I go in to rent a car for my son that is in the military and will be landing in less then 24 hours. I log on and my accounts red flagged. Are you kidding me sonit was another 30 min wait on the phone some lady answers and I ask where is my account everything's deleted my savings credits my certificates and I cant even book anything. She tells me it's because I canceled the upgrade. Ok that's all fine but the up grade is on top of my membership of life time ice! So my savings credits, certificates and lifetime I already paid in full should be there. Yep nope it's not. And they couldn't give me a logical reason why it was not just that it happens when its canceled. Oh my God I didn't cancel something I already own. So she wanted to put me on hold again to get me to booking so I can book something and not get points or anything for it ? Hello NO I own this for life already over 4000 dollars not to mention I have spent 1000s on flights every year. You people need to get it together this is ridiculous. Budget rent a car was happy to help. I will be going to better business and Yelp and Google and trip advisor to write complaints if this issue is not resolved in 72 hours. I'm not being put on hold one more time. I should be paid for the time that's been waisted on hold over this deal. Please please please think twice before doing business with these people they dont care about you unless you are buying something. It's very sad that half the program is awesome but if you need help or have an issue your screwed

He realizado multiples llamadas para que se me acrediten los creditos por aniversario, los cuales deberian ser automaticos; se le ha escrito en multiples ocasiones sin recibir respuestas. favor realizar las acreditaciones correspondientes, para poder utilizarlas. gracias. Memb. id: IRSC36914CXV. repair of the anniversary credits please., multiple phone calls
and emails.
Mr. Young W. February 1/2019.

Cannot change my email address. Only using [protected]@gmail.com
I no longer get you emails,
Tried changing email address in my profile but it did not work,
Member ID: ADHQ05484
• Robert Young
• Address:90 RIVERSIDE DR APT 8F
• City:NEW YORK
• State:New York
• Zip:10024

Change email address to [protected]@gmail.com

Old email address is [protected]@rcn.com

My husband and I attended a sale presentation at the Krystal Cancun resort this Spring 2018. We purchased a $2900.00 package we were excited about. We felt we asked very specific questions to the particulars we were wanting in a travel club. The problem I see is this. They explained the program, we asked the questions we were concerned about and they tell you what you want to hear. It is a play on words or should I just say they flat out lied to us.
Bottom line: what we purchased is not what we thought we were buying. The $299 a week special was explained far differently than what it actually is. This was the part of the program that interested me the most. Beware this program is a fraud and you can get prices online the same or cheaper than buying into their club. We are so disappointed and feel like they take advantage of good people.

I was talked in by the company agent to buy "lifetime platinum membership" for $2500 in 2015 with promises of concierge/personal services. Every time I called/emailed my "personal agent" for a vacation/cruises, no response ever! I looked on website and what my benefits would not qualify for anything I wanted. Whatever available to my "points" was a joke. I get much better deals than through ice rewards programs. Last year, solicited phone calls offered to upgrade to elite status as a new program because "platinum" is out of phase; meaning whatever I bought was done. Expired. Gone. New elite program would present me endless savings, free 1 week cruise, points for car rental, airfare... For another $2500. Really? I feel cheated financially, robbed mentally, and raped emotionally. How many more way you can create to scam hardworking people like me? This company must be investigated and shut down. My complaint is definitely not the 1st and won't be the last as long as this company is still in business of scamming.

I recently purchased this membership while on vacation in Cancun. It was a package deal with a timeshare at Krystal resorts, however, I was mostly interested in the ICE rewards program. At the presentation, I was shown thru an app jaw-dropping prices on airfares and hotels, which would cut in half my vacation expenses. I decided to buy the program and give it a try. I just received my login credentials and went on to do some research on prices for both hotels and airfares. As I feared it was all false advertisement, the prices are around 5% lower than kayak and hotels.com and this is mostly due to them using that "ICE Rewards" credit they give you when you sign up, which btw by the time you are able to use the $1000 you need to spent 7 times that amount. In short, this is a complete sham and false advertisement, please do your research before signing up for this scam.

I got 2 cruise certificates as a gift for my membership, after talking several times with the Customer Service/Booking people it was a joke how much I have to pay for both of us. It is far more cheaper to do it via any website that via ICE office. I feel cheated, what a joke 2 people with the "Great and unique GIFT Certificate" cost 1, 600 u$s in any website exactly the same cruise (name, trip, dates, etc.) cost u$s 1, 450. I wish I could recuperate the money I paid for "My exclusive Membership"...

A couple of days ago I was looking for a cruise and when I tried to access ‘my platinum rewards’ I realised that my membership must have expired. I contacted your office with the aim of renewing the expired membership for another 5 years. Shane Coakley called me and tried persuading me in a lifetime membership without allowing me to get the terms and conditions of the contract as he said you were going green - I wanted an electronic version of it not printed! He said that I had to put a deposit first and then I get the contract and if I do not like the terms I can then cancel within the 10 days of cooling off. 

We were not at all convinced of the lifetime membership due to the secrecy so we opted for a two-year renewal as he said the 5 year was no longer available. Prior to accepting to renew I asked him to quote for me a particular cruise that I was interested in. He said it will cost me $890 per person, I thought this price was favourable as I had a quote which said $1118, so I accepted to get the renewal done. The guy who verified my details and passed the transection told me that I will be receiving an email with the details of my renewal and access to the members’ sight but thus far no email was received.

Right after giving him my credit card details Shane passed me over to reservations to book the cruise. I spoke to a Maria and she told me that the cruise was going to cost me $1718.50 + taxes/p which is twice as much as Shane quoted just minutes before. I told her so and she asked me to hold and she kept me on hold like forever and finally she told me she was going to transfer me back to Shane. I could feel that something was not right - and I was right? I got an answering machine instead of Shane’s voice at the other end. I had no option but to hang up.

Following this incident I sent Shane about 4 emails asking him to contact me but he replied back to none. I called each number I found on your websites and I got tossed from one place to another and it got me nowhere.  I sent an email to all the email addresses found on your site's but no one got back to me.  I chatted with someone on your site and asked her to get someone to call me but again no one did.  I later on received a survey asking me about my experience with Shane and I replied accordingly.
I am really disappointed in all this.  I've been a member for over 10 years and I always valued using ICE, if you look at my records you will find that I booked several cruises.  Unless I get the cruise at the price Shane originally quoted (that of $890/p) I am no longer interested in this membership and I want to exercise my right to cancel. Please take this compalaint as a request for cancellation. I paid $399 and the transection went to ‘our vacation centre’. I do not have details of my new membership etc… as I never got them. Please credit my account accordingly.

Good Morning,

I had made reservations and received a confirmation email for the Hampton Inn and Suites in Yonkers, NY for the above stated dates. This was a birthday gift for my ten-year-old niece and nephew who were ecstatic about the trip.

Well that didn't last long. Upon my arrival, I was informed by hotel staff that I did not have a reservation. I showed them the email that was sent by ICE rewards with a confirmation number. The Hampton Inn staff was lovely and despite even the manager getting involved all they could come up with was that the reservation was booked through Ice rewards who farmed it out to Expedia who CANCELLED my reservation.

SO imagine my distress having two special needs ten year old with me and no reservation. This was my first time using ICE Rewards. I was horrified by the fact that despite having a confirmation sent to me and a PAID reservation, I now had nowhere to stay.

Fortunately, the Hampton staff took pity on us and allowed us to go to a room and make calls to ICE rewards. After being on hold for over ONE HOUR, I was finally able to reach someone named Theresa who after another 20 minutes was able to contact the front desk and rectify the issue.

Is this how this company works? The children were upset and frightened that we would have no room and that the trip would be cancelled. What a stressful and distressing time for us all and it certainly left an awful taste in my mouth about this company. I am sorry that we ever purchased.

While I understand things sometimes happen, something like this is NOT acceptable. I certainly hesitate to make ANY future reservations with ICE rewards and wish I could get rid of this timeshare. I should have listened to the reviews I read.

I would like to be compensated in some way for my stressful and frightening experience, especially for my family. I am sure if you are a parent/aunt you can identify with my feelings.

When I hung up with ICE rewards, they said a manager would call me to discuss the issue. I am still waiting. What poor customer service. WOW.

I would like compensation for my poor first impression and at the very least a call from someone in authority.

Thank you

Catherine Lorenzo
[protected]
[protected]@yahoo.com

Upgraded my program membership. Cancelled my subscription upgrade within the timeline specified in the "terms and conditions." Have been waiting 6 weeks for reimbursement. Have spoken to the account representative on several occasions, as well as communicated via email. Also spoke to a representative from the accounting department who assured me that my account had been processed form reimbursement more than 3 weeks ago. Inquired today about the repayment and continue to receive one excuse after another.

DON'T DO IT! It is not a good deal. Some guy called me last week and talked me into upgrading to "Elite Status" He said I can use my points to stay for free, only cost points. What he didn't say is that the points are in fact worth less than the program I was in. Example;
Just to prove
The elite program;
At Morits Tortuga Club Grand Cayman
Check-in Check-out Length
of Stay Size / Kitchen Guests Retail Rate Savings Your Rate

25 Aug 01 Sep 7 nights 1 Bdrm / Full 4 $1, 487.51* $1, 487.51
..with 100, 000 points $0.00*

Which means 100000 is worth 0.01487 dollars per point

$1487.51/100000 points = $0.01487 per point

Last year I booked this exact property.

I paid $387 cash + 10000 points

$1487.51-$387.00=$1100.51

$1100.51/10000 points=$0.110051 per point

Do the math first!

Ice rewards unauthorized credit card charges and unethical behavior
Client/subscription id:irsc1006755
Resolution required: full refund - all charges to my credit card of usd399.00 and usd200.00 to be reversed.

On the 27th dec 2016 i was approached via telephone by icerewards rep cristina garcia after all the talk i was interested in the pkg and signed up. I was informed that i had 10 days to consider the offer and that no charges will be applied to my credit card.
3days later on the 30 dec 2016 i telephoned my account representative ms christina garcia at [protected] ext4098) informing her that my husband was involved in a vehicular accident. I also stated that as a result of this i was unable to go through with the purchase of the package at this time and needed to cancel the package.
Ms. Garcia assured me that cancellation was not a problem as i was within the 10day window and the initial charge to my credit card of usd $399.00 would be reversed. She also stated that the cancellation process would take ten days.
To date the charge has not been reversed and the package has not been cancelled.
Note: 1.  at no time was i informed that the cancellation/rescission was to be in writing.   2. I was not provided with a fax number or email address to send any written correspondence.
On the 10th january i received a statement in the mail from icerewards with details of my membership. (See attached)
I have left telephone messages for ms. Garcia without much success. To date there has been no responses to any of my calls or messages.
Icerewards went ahead an applied a further charge of usd200.00 to my card on jan21, 2017 even though i expressly stated that i wanted the package cancelled.
This behavior is totally unethical and dishonest.

Over 10 months ago I worked there as a sales person. I was hired under a specific role and it turned out it was completely different. We were forced to sell worthless upgrades to time share owners. The whole process is a scheme to fraud members with false advertisement and promises.
I had countless calls where members felt they were fouled and there was nothing I could have done for them other than say sorry. The whole practice should be illegal.
The biggest producers are point blank liars and go to the extend of threatening people in order to make more money.
It is a disgusting place to work. If you have ethics then either forget about them or don't even go for an interview.
Some government entity should look into it. It is a disgrace.
The owners and upper management should go to jail.

My husband and I were approached in Playa DelCarmen Mexico in December by an Ice Platinum Rewards rep. They had an office right by the ferry. The program sounded like exactly what we needed (discount travel), not a timeshare. So we shelled out about $700 as a down payment. They told us we could pay the rest off over 2 year period. Well 3 months later and nobody at Ice Platinum can find our membership, there is no record of us. I faxed over our documents to customer service and have not heard anything back in 2 weeks. I guess I will have to take them to small claims court.

We have Booked one trip with Ice Platinum Rewards. Our reward was we lost our money! What happened?
When you book with this company and you buy a trip cancellation insurance, your insurance is canceled out within last 30 days before departure. We booked a trip 49 days before departure. so theoretically we had 19 days to cancel the trip. Cost for the cancellation insurance is $80US. Unfortunately, my wife got ill 10 days prior to departure. We lost all the investment every penny.
Please avoid this company and basically all similar kind business altogether.

We never buy into any scam like this one ever again.

TJC
From Canada

On November 17, 2015, I had occasion to stay in Fresno, CA on a business trip. I looked to Ice Platinum Rewards to book my room for the night, as I have always had good experiences in the past. The Ashlan Inn in Fresno was listed as a 4-star "hotel" with amenities that included internet access, satellite and cable TV, ironing set, wake-up service, alarm clock, minibar, and more. One nights stay cost me $88. 17, a fair, in fact, good price for a 4-star hotel. When I arrived, I found the lobby behind the counter to be in disrepair and what was purported to be a hotel, was in fact a 120 room motel with all exterior doors. The furniture in my room was old and scratched beyond belief, the iron was missing, I could not locate shampoo in the room when I showered, the wall paper was pealing from the wall, the transition from a tiled bathroom floor to a carpeted dressing area was rough with chipped tile on one side and frayed carpet on the other, there were two ice makers for the entire complex and one didn't work. Although having free wi-fi, I was placed in room 108 a few doors from the office. I couldn't pick up a wi-fi signal on my device so free or not, it wasn't accessible. The TV received 8 grainy channels, one of those a repeat. There was no audio on 2 of the channels, and no ABC affiliate at all. If I hadn't been so tired, I would have cancelled upon seeing the room and relocated. Upon returning home, I contacted Ice Platinum Rewards to let them know my complaints and the fact a vendor was representing his property as something other than it was. On November 20, 2015 I called and spoke with a customer service representative who put me on hold to transfer me higher. After several minutes of musak in my ear, I spoke with Carina. I ran through the list of complaints as outlined above and she put me on hold to bump me to her supervisor. Several more minutes of musak later, I spoke with Flora who had no idea of why I was on the phone. She thought I requested a supervisor and when I again ran through the list of complaints, she told me they couldn't control what their clients listed and said I should have booked a hotel 3 stars or higher. When I explained it was listed as a 4 star hotel, she put me on hold to check something regarding my booking. By then I was irritated and after holding for about 10 minutes with yet more musak, I hung up. About 10 minutes later I tried yet again calling Ice Platinum rewards and spoke to a very energetic man who identified himself several times as David Serrano at extension 66609. David listened to everything I just explained 3 times before, assured me he was taking notes and, upon hearing I had taken photos, requested I send those along to his email at David.[protected]@ourvacationcenter.com. I sent a series of photos with descriptions as requested, and David assured me he would call the next day with an update. That didn't happen. I called Ice Platinum Rewards the following day, dialed extension 66609, received no answer and listened to a robot voice telling me their was no mailbox to leave a message for that extension. The robot then disconnected the call. On November 23, 2015 I sent David an email expressing my disappointment in their company. This was after checking their website for hotels in Fresno, CA, and seeing the Ashlan Inn still listed as a 4 star hotel. I no longer have trust in Ice Platinum to care for their customers or to ensure the quality represented is in fact, the quality received. Too bad.

This is the second Quarterly Sale that I can't even look at because something is wrong with their website. "We're sorry. . .already been notified that there's a problem" it says on the page. Baloney. Once this year was bad enough, but a second time sounds fishy to me.

In february 2015, I was given three weeks in ice by my home resort and told that when depositing them I would receive up to $1500 per week credit towards my choice cruise, airfare, resort stay. When I contacted ice I was told "oh, they shouldn't have told you that". I could use "points" as credit! No idea where the points came from but had to pay a fee to deposit the "free weeks"! Then told I could only deposit one week a year. Again, not what I was told! Contacting my home resort they said they would get in touch to straighten things out. The result-"you have to pay the fee, cannot put all weeks in at once, and when I looked to book a cruise even when using the"points"the cost was $800-$1000 more than booking directly through the cruise line itself!"deal or no deal!"as well as the total disappointment in the representation of ice and their policies was the trust in this company to"float" on scamming! A lot of my time, energy, and lost money has been needlessly spent!

In 2003 my wife and I purchased a timeshare in cabo san lucas. Along with the transaction we were offered a prepaid lifetime membership in ice gallery (now known as ice platinum rewards). We were told the ice membership was valid, even if we sold the timeshare. We actually did sell and afterwards we occasionally used our ice membership for some nice getaway trips. Now, 12 years later, we received a phone call from a vp affiliated with ice. He proceeded to tell us our membership was no longer valid since we had sold our ts years ago. He became very nasty when I challenged his authority and told him he was wrong. He offered to continue our ice affiliation for $1500. Things became quite heated and I told him where to stick the membership! These guys are scammers and should be held accountable for their unethical business practices! Avoid the lifetime offers!