Making Memories Travel

Making Memories Travel, operated by owner Kelly Dwyer from its base in Cumberland, Rhode Island, presents a complex picture for prospective clients. On one hand, the agency is lauded for creating highly detailed and personalized travel experiences. On the other, it is dogged by significant and serious complaints regarding communication, reliability, and professionalism. An analysis of client feedback and public records reveals an operation with high potential but equally high risk, demanding careful consideration from anyone looking to book a trip.

The agency, established in 2021, aims to provide a "highly personalized, end-to-end experience," handling everything from initial concepts to 24/7 support during travel. This concierge-level approach is designed to save clients time, reduce stress, and leverage expert knowledge to craft superior journeys. For some clients, this promise has been fully realized, resulting in exceptional and memorable vacations.

Successes in Complex Trip Planning

Positive testimonials highlight the agency's strengths, particularly in organizing intricate family vacations and specialized Caribbean getaways. One family of nine, with ages spanning from 8 to 75, utilized Making Memories Travel for two separate, complex trips to Yellowstone and Branson. The review praised Kelly for flawlessly organizing every component, including flights, car rentals, accommodations, expeditions, and even meal reservations. A key feature mentioned was the use of a shared app, which provided the entire family with real-time access to the itinerary and confirmations—a modern touch that speaks to a high level of organization. This client's repeat business suggests a deep level of satisfaction and trust.

Further praise comes from travelers who booked trips to the Caribbean. One client commended Kelly for an expertly crafted itinerary in Grenada, noting her deep local knowledge and ability to connect them with the "best local tour to see the island." Another client, who booked two trips to Turks and Caicos, specifically mentioned Kelly's expertise with Beaches resorts. This review pointed to a tangible financial benefit of using the service, noting that Kelly was diligent in monitoring the trip for price drops and successfully secured resort credits on both occasions. This demonstrates a proactive approach to securing the best travel deals for clients.

Significant Areas of Concern

Despite these glowing reports, a substantial portion of the agency's feedback is alarmingly negative, painting a picture of inconsistency and unprofessionalism. The Better Business Bureau (BBB) gives the business a C+ rating, citing a failure to respond to at least one complaint filed against it. Making Memories Travel is also not BBB accredited. This formal record corroborates the serious issues raised in individual client reviews.

One of the most severe complaints comes from a client who alleges their "dream trip to Italy" was never actually booked. According to the review, the client handled much of the planning for flights and hotels across three countries, leaving the "anchor" portion of the trip to Kelly. After allegedly having to send constant reminders for information, the client took the initiative to call the booking agent directly, only to be informed that the trip was not confirmed and the itinerary was now full. This resulted in a last-minute scramble to salvage a major international vacation, a situation that represents a catastrophic failure for any travel agency.

Communication Breakdowns and Unprofessional Conduct

A recurring theme across multiple reviews—even a positive one—is a lack of responsiveness. One client noted that Kelly had "not been as responsive as I would have liked" but attributed it to personal health issues. However, other accounts describe communication failures that go far beyond simple delays.

Another detailed negative review describes a "bizarre" and nightmarish planning experience. The client reports initial difficulty in reaching Kelly, followed by a period of productive planning that was abruptly interrupted when the agent went "MIA for 2 days." After planning resumed, Kelly allegedly disappeared again. When the client provided a reasonable deadline to finalize the booking or move on, she claims she was met with a barrage of hostile text messages. The review alleges that Kelly accused the client of threats, claimed to be in and out of consciousness, and then threatened a lawsuit if a bad review was posted. This account further claims the owner attempted to involve a mutual friend and later blocked the client on social media. Such alleged behavior is a profound departure from professional norms and raises serious questions about the agency's stability and customer service ethos.

What Potential Clients Should Consider

The stark contrast between the positive and negative experiences suggests that while Making Memories Travel is capable of excellent work, it operates with a concerning lack of consistency. The agency's strengths appear to lie in specific niches, such as all-inclusive resorts in the Caribbean and multi-generational vacation packages. The owner, Kelly Dwyer, clearly possesses the knowledge and connections to build fantastic trips when the process goes smoothly.

However, the risks are significant. The pattern of poor communication, missed deadlines, and, in the worst-case scenario, failed bookings cannot be ignored. The allegations of unprofessional and hostile responses to client concerns are particularly troubling. For a service that is meant to reduce stress, these experiences represent the opposite.

Recommendations for Engagement

Travelers considering this travel consultant should proceed with a clear strategy to mitigate potential issues:

• Establish Clear Communication Protocols: From the outset, agree on a regular schedule for updates (e.g., a weekly email or a bi-weekly call) to ensure the planning process remains on track.
• Request Written Confirmations: Ask for booking confirmation numbers and contact information for hotels, tour operators, and airlines as soon as they are secured.
• Independently Verify Key Bookings: Do not wait until the final payment is due. Shortly after a booking is supposedly made, contact the vendor (e.g., the hotel or cruise line) directly to confirm that your reservation exists and that the details are correct.
• Have a Contingency Plan: Be aware of cancellation policies and deadlines. Understand what your recourse is if the agent fails to deliver on a critical component of your trip.

Ultimately, Making Memories Travel appears to be a sole proprietorship that may deliver a deeply personalized and valuable service, but it also carries the risk of profound disorganization and service failure. The decision to work with this agency should be weighed carefully, balancing the potential for a perfectly curated trip against the documented accounts of chaos and disappointment.