Reply by Bookvip

Hello Brandy,

We appreciate all feedback and thank you for the opportunity to respond to your concerns.

Because the resort partner is paying the 70% discount on for these promotions, they set forth certain eligibility requirements for these vacation packages.

All qualifications and restrictions, as well as any additional resort fees, taxes, and/or deposits which may be required by any particular resort are contained in the Terms and Conditions for each package. The Terms and Conditions are located at the bottom of every hotel/resort offering page on our website and must be agreed to and accepted via electronic signature by all guests before the reservation can be finalized and forwarded to the resort.

The day after you booked, you were notified that the resort advised BookVIP that you were ineligible for the promotion since you had previously toured. At first, you declined that you ever attended a presentation at any of the resort group’s properties. (It later turned out, however, that you indeed had previously attended 2 presentations, and even bought a VOA package)

This is a clear violation of the Reservation Details (Terms and Conditions) that you agreed to via electronic signature in order to finalize the reservation. It is clearly stated:

Additional Terms
For this first-time visitor promotion customer cannot be a travel agent, Westgate owner, employee or relative of an employee.
Participants that have attended any other resort preview in the past 12 months are not eligible for this promotion.
Cannot have toured a Westgate property more than twice.
A supervisor contacted you within 24-hours of your request to cancel your package and explained the issue as per the eligibility requirements set forth by the participating resort provider. After reviewing the two resorts with availability on your travel dates, you agreed to “open-date” your vacation package and use your store credit towards any BookVIP vacation package for which you are eligible over the next 12-months. In an attempt to appease you, BookVIP even gave you a $51 refund.

We will send over 300,000 families on dream vacations alone this year and have more actual customer video reviews than any other travel site:

James Colligan
Additional Fees
Customer service
Discounts and Special Offers
Exchange, Refund and Cancellation Policy
Insurance Quality
Number of Destinations
Price Affordability
Product or Service Quality
Value for money

I booked using this site for a weekend trip and they told me I was good to go. Then a day later I got an email saying that I needed to call because it was urgent so I called.

The guy then told me I didn't qualify because I could not have toured the hotel site twice in the last 12 month. I told him I didn't tour in the last 12 months then I said fine just give my money back . He then said I will refund your money but the manager in the cancellation dept would have to. They promised a manager would call me for days and they never did .

I had to keep calling and going back and forth over a refund. Then I got into a hollering match with one of the managers and she told me I should've read the fine print that said I could not tour twice in the 12 months. She said because I toured I couldn't get a refund . She said I needed to call WestGate myself.

So I called and WestGate said I toured in 2008 and bought a package for 2009 so that counted as a tour. They said you can't tour twice in a lifetime . Booking VIP said 12 months so I called back and told them this and they still said I couldn't get my money back. They then tried to offer me to stay in two dumps that were 80.00 for 3 days meanwhile I paid 225.00 for my package.

The company is a rip off and canceled my reservations and then made me pay for it. A refund would be the right bing to do being that this was not my fault and per their site you can't tour twice in a year . So I did not violate any agreement.

Way to go stealing my money BookVip just in time for the holidays!!!!! DO NOT BOOKUSING THIS COMPANY!!!!!

Product or Service Mentioned: Bookvip Vacation Package Booking.

Reason of review: Return, Exchange or Cancellation Policy.

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