Reply by Bookvip

Dear Mr. Mackenzie

We thank you for your valuable feedback and we take all customers issues very seriously. I see you successfully travelled with us to Azul Sensatori in 2014. Additionally, I see you booked with us again in March for the Villa del Palmar Cancun for Easter 2015. Easter in Mexico is the busiest time of year and we were notified by the resort when your reservation was being processed the dates were unavailable. We offered an alternative which you declined and were
promptly refunded on: Date/Time: 04/02/2015 11:16:27 AM CDT Transaction ID: 2634594882 Transaction Type: Card Refund Amount: -901.32 04/02 . Additionally, I have notified the Villa del Palmar Cancun to contact you directly to explain the situation as this was clearly not attempt to switch you to another hotel. However, we do strongly recommend if booking for Easter or any holiday to book at least 2 months in advance as everything is based on availability.

As an owner, I pride myself in BookVip offering the most discounted vacation packages and having an A+ rating Better Business Bureau for our customer service. We will send over 300,000 families on dreams vacations alone this year! We have more actual customer video reviews than any other travel site. As a rapidly growing company we are not always perfect, however, I can be contacted directly at to resolve any issue or you can our call customer service call customer service 24/7 at 888 845 0602. Thank you
Severna Park, Maryland
Customer service
Product or Service Quality

I booked a trip with BookVIP travel. I was on hold with them quite some time while they confirmed availability at the resort I wanted (Villa del Palmer).

I received a confirmation of my reservation and all appeared to be in order so I booked my flights. Then, a week before my trip I received a second confirmation email indicating that they booked me into a different, much lower quality hotel.

It is a classic bait and switch which is a totally illegal here in the US. I will be pursuing legal action and complaining to the BBB and the Florida attorney general's office (they appear to be operating out of FL).

Reason of review: deceptive practices.

Monetary Loss: $1500.

Preferred solution: Deliver product or service ordered.

I didn't like: Illegal practices.

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