Casablanca Express Reviews 

I will never fall for the SCAM that is Casablanca Express again. Nothing is free as they advertise and you will end up paying for the whole trip as if you'd booked it yourself, but with worse accomodations. The "resorts" they use are not even close to 5 star and they don't seem to care if parties traveling together sit with each other on the plane!

If that short explanation is all you read, just know that they are a SCAM. If you want our full experience, read on....

Our experience with Casablanca Express was not great. There are 3-4 checks and forms to be snail mailed to them before you even get your dates and the chance to speak to a travel agent, so already NOT free. These checks totaled $295, which they say will be applied to any upgrades going forward and also cover the taxes and fees of the trip. All the steps, checks, and forms along the way would have been fine (annoying, but fine), except we did not find out the horrible included flights/hotel/location (without upgrade) until we already had our dates booked and could not receive a refund for any of it. The included parts of the original trip are not worth anything. We were going from California to Hawaii and the flight would have had us with 3 layovers on the way there and 4 layovers on the way back. Also, the included hotel was a "backpackers" hotel, which is no where near the beach and basically a hostel. Our upgrade sounded good, even though it is not the vacation we would have planned had it not been "free." Martricia, our travel agent, sounded very helpful up until my money was received. She said that we would be staying in a studio suite with a king size bed. Then we get our confirmation email, which shows that our airplane seats are not even together and we are booked in a standard room with two full size beds and there will be a daily resort fee (which was not even mentioned as a possibility when I was speaking with Martricia about the possible upgrading). So, I call her back, and she says "I'll resubmit the room booking, but there's nothing I can do about the airplane seating and the resort fee comes from the resort so that's your responsibility." After further questioning, she just keeps raising her voice louder and louder and repeating the same explanations. So we're stuck with this "free" trip that's getting more and more expensive with each step, but we're positive people, so we are going to make the best of it, we'll be in Hawaii after all, can't complain right? Nothing gets done about the room, repeated calls and voicemails to Martricia with no response and a general call to Casablanca Express in which no one can help us. Luckily, I could change the airplane seating myself, free of charge. When we arrive at the "Resort" it is very unimpressive, it is an old student housing building and the rooms are definitely OLD dorms. The location was acceptable, very close to the beach, restaurants, and shopping and the staff were nice and polite, but those were the ONLY positives. I'll spare all of the details, but between room issues and an air conditioning unit dumping water on the floor, we ended up in three different rooms for a four night stay. Our final room was upgraded to a suite, which was only different than our standard room by having an extra lounge chair and a little more floor space. We made the most of our time in Hawaii, but I will never fall for the SCAM that is Casablanca Express again.

Working with Linda was awesome she did everything that she could to help me and I love her bubbly personality she is an asset to your company

Sean was my customer service rep to handle my trip to Catalina, which was a prize from our timeshare purchase. Thank you Sean for the extra attention to my situation. Good customer service is hard to come by, but you were there for us! Thanks again! Denise Aldridge

Sean has helped us get this set up and made sure we were happy. Thank you Sean and the Casablanca express team.

I would like to recognize Sean for his exceptional customer service. I have had trouble contacting him but he never gave up, even when we had such bad phone service, he couldn't hear me. Sean deserves a raise!!

I have worked with Linda a few different times. I have forgot to do thing things I needed to do and/or get stuff submitted in their deadlines. She was able to extend things out and make some substitutions for me that make putting together a vacation WAY easier. She's always VERY knowledgeable and just basically friendly and willing to help her customers understand the program and get the best trip available. She doesn't make you feel like you are inconveniencing her like a LOT of customer service reps do. If I owned a company like this I would hire Linda to do my agent training. I've dealt with a TONNNNNNNN of time shares (own 3 myself), vacation programs, etc... and Linda definitely could teach a LOTTTTTTTT of their representatives how to provide EXCELLENT customer service. Thanks again Linda.

Great service! Sean is the best. Helped me out with the dates I needed for an awesome trip!

My family is taking our second vacation with Casablanca. We totally recommend it! Sean was so very helpful today. I was having trouble finding the dates that would accommodate my family and he as able to make a few adjustments and save our vacation! Other wise we would not have been able to book and would have needed a refund. But of course we want the vacation not the refund! Thanks Sean!

Well experience with Sean he mailed me everything that I happened to need to pay and got another trip because of the initial delay. I appreciate being accommodated after feeling like I was forgotten, swell exhibit of customer service by Casa-Blanca's associate Sean!

Can't wait for my vacations!

I spoke to Nicole on Monday, September 23, 2019 and she was so helpful. I just broke up with my boyfriend that I had on the form as my companion traveler and wanted him removed. Thank goodness that my registration was just added today and Nicole was able to have him removed. She made my day because I have always wanted to go to Seattle and now I can with one of my girlfriends. I'm sure I'll have more fun now. Thank you so much Nicole for all your help. Your customer service deserves 10 stars.

Fran from San Diego, CA

Couldn’t believe I could have called in this whole time was waiting for my letter. I guess my address was misspelled. Sean emailed me right away while I was on the phone so I didn’t have to wait for the whole mailing process again, don’t write reviews normally but Sean took his time for me. Now I can get this started finally. I’m sending this in right away because I know this stuff takes time to set up. Will call back soon.

Sean is a cool guy , Thanks for helping me out bud!

Linda did a great job helping me out today resolving our issues. Thank you so much!.

My service rep was Linda and she was very very helpful and very nice, she helped me make a few changes to our cruise, thanks Linda

Leeann

When I called my representative Sean seem more than welcome to help me with my issue of scheduling. I didn’t seem like a number. By the time hung up I thought I had a friend. Awesome experience. Thank you Casablanca/SEAN

You know you are in good hands with Linda. Working in an industry where we strive for excellence in Guest Service you will find that same level of excellence with Linda. Linda is very pleasant and is someone that took the time to listen and understand my issue. Knowing I was in a bit of a bind Linda went to bat for me with upper management. Not many representative will offer or for that matter take the time to even try. But not with Linda. In my perspective, Linda went above and beyond to help me and at the end fully exceed my expectations. Linda is the epitome of Guest Service at its best! Thank you Linda for everything!

My customer service rep was Linda. She was sooooo polite and courtesy. I’m so glad she was the one that answers. I will use this agency for future trips if everyone is is like her.

Got a call today from Sean in customer service and he made sure that my confirmation letter was received. I’m thankful that Sean went out of his way to get in contact with me.

Linda is amazing. I had spoken with her before when I stated the process to redeem a travel voucher. I called again today, and man is she amazing!

She's helpful, incredibly professional, and overall just an amazing person.

Give that amazing woman a raise please!

Ashley S.
San Diego CA