Reply by Bookvip

Hello Laura,

We are happy that prior to this review being posted, you had been contacted by a supervisor and all issues were resolved. Indeed, you and your family are now enjoying that much-deserved vacation.

Regarding your concerns, I would like to apologize for any inconvenience and stress resulting from the manner of communication provided by our Customer Service agent. The resort accidentally had informed us the dates were not available for the promotional package however once you brought this to our attention we were able to quickly rectify the issue.

That being said, when we reached out to you and explained the situation, you understood our position, and graciously accepted our apology as well our amends for the inconvenience.

We have an A+ rating with Better Business Bureau, send over 100,000 people on vacation per year and have more customer video reviews than any other travel site.

James Colligan
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I was initially skeptical about booking with this company. After making several calls and speaking with several agents I finally spoke with an agent that I had good communication was friendly and was able to thoroughly answer all of my questions.

I went ahead and booked a resort in Orlando as we were planning a trip to take my daughter to Disney World for the first time. We only have certain dates that we could go and I reserved the resort for specific dates. March 26-29th. I paid in full and was told that if I needed to change the dates or cancel I could do so as long as this was not within seven days of the trip.

If it was within seven days I would be charged a fee to do so. Six days before we are scheduleded to leave after we had purchased our Disney World tickets,my husband had taken off time from work (which he has to put in for well in advance) as well as myself, I received a message from them stating that there was an error and our resort was actually not available for those dates any longer we would simply have to change our dates to accommodate them. This was not possible and I would've never scheduled this resort or this vacation with them if I had known that we could not have the dates that I reserved and paid for. After calling and speaking with customer service I asked them to look through any other resorts they might have in the area; I was even willing to upgrade to a larger room or pay more as long as I could find something in Orlando that was one of their properties.

Nothing was available I was told. The agent repeatedly told me that I would need to reschedule for different dates. I told him this was not a possibility and I had no idea when we would be able to take another trip. We had already purchased our park tickets and made all arrangements for this trip on the dates I reserved.

After I stated several times that I was very unhappy and I felt that as this was their error we should be accommodated for these dates or refunded. Also it seems very unethical that they wouldn't hold up their end of the agreement and if I had cancelled within 5 days I would be charged a fee.. he reluctantly offered to cancel the reservations and put me through to another department but offered no real insight and answered no questions as far as the certainty or process of being fully refunded. I was put on hold only to end up having him come back to tell me he was canceling our reservation and I would be refunded in 3-5 business days.

He stated he had already sent a confirmation email to me. As of right now I have not received a confirmation email. Initially I was told that he did not know the details of the process and I would have to speak with another dept that Would call me within 24 hrs For him only to come back on the line and tell me that he was canceling and had sent me a confirmation email and I will be refunded in 3 to 5 days. I am extremely confused And cannot understand how a company can be so lackluster on customer service and the variation in the policies and things of that nature.

I have a strong feeling that I won't be seeing a refund in my account within 3 to 5 days. (Jared) The customer service rep never seen very concerned about this and Was not exactly professional and did not provide me very many details as you would expect in a process like this . I should've followed my gut instinct on this company from the get go. They are unprofessional, unethical and basically left us in a bind and were unwilling to accommodate us at all for their error.

Very poor business ethics.

I will be updating in five business days and I hope that I can say that I was fully refunded but I'm not counting on it at this point. If this is the case I have no choice but to further action.

Product or Service Mentioned: Bookvip Vacation Package Booking.

Reason of review: Poor customer service.

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