Reply by Bookvip

Dear Mrs. Lara,

I am sorry you felt that we gave you false information.
First and foremost, prior to your submitting this complaint, we had already issued your refund for 100% of your money.
BookVIP has thousands of happy travelers every week and has more video testimonials from happy customers than any other travel website in the world - however not everyone will be eligible for our 77%-off packages.

All of our 77%-off promotions are sponsored by the participating resort. With such low and affordable prices, these special promotions could easily be sold-out solely to 20 year-old young adults, which is not the demographic for whom these special promotions are designed. Thus, it is necessary to have a few qualifications which must be met to be eligible to participate.

As an example - all of our promotions require that the consumer have a major credit card to check-in and not just a debit card, some age limitations, and group travel is not permitted with these promotions. Each qualification is clearly presented in writing and must be approved by the guest before the reservation can be finalized and sent to the resort

Apparently, a few days before your scheduled check-in date, you called us to confirm whether or not a credit card was required (due to your previous agreement to same) only to hear us confirm that yes you would need one.

At the time of your last call, you were in breach of the cancel or reschedule policy which very clearly states that if cancelling or rescheduling within 7 days of your travel dates, the resorts charge a rescheduling fee in the amount of $100. This is a standard practice implemented worldwide by hotels and resorts, because rooms that are cancelled at the last minute may not re-sell, resulting in a loss for the hotel or resort (as happened with the room that was reserved for you).

Despite your breach of the terms, your demand was honored and your full refund was processed within minutes of your call – and PRIOR to this online complaint.

We would recommend to anyone booking one of these 77% off vacations, to clearly read and review the terms of each offer which we post in writing on our website and in the purchase process.

We review these terms verbally with each customer, and more importantly, in writing, to ensure that there are no misunderstandings and that you are indeed eligible for an amazing vacation at a ridiculously low price!

I can be contacted directly at James@BookVip.com to resolve any issue or you can call Customer Service 24/7 at 888 845 0602. Thank you.
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Saint-Jerome, Quebec
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I am making a complaint about your agent, i booked for an hotel paradise cancun resort today around 10:30 pm to 10:50 pm

when i called to confirm for my reservation the guy said that the fact that me and my girfriend were not married do not allow us to go to this hotel...When i looked to the term and condition it was saying married or cohabiting together, when i told the guy, he put me on hold and took it off, in front of me say refresh please; very disrespectful and after he try to sell me another package of a 100 more, so instead of 299$ like in your website saying it 399$ but wait a min he said it comes up to 502$ at the end of the road to include your taxes,,, i looked to your website,,, it doesn't talk about taxes,,, you should write 399$ + Taxes to your ad...

So all this is bad customer service, and false advertisement... I am going to cancel the airplane tomorow...

Bad agent...If i was your boss and believe me; where i work if one of my people would treat all my clients like that, i would fire them...

Review about: Bookvip Vacation Package Booking.

Reason of review: Poor customer service.

Monetary Loss: $299.

Preferred solution: Deliver product or service ordered.

I didn't like: Poor customer service, False advertisement, Disrespectful.

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