Reply by BookVIP

Dear Maddalynn

We are sorry to hear about your misunderstanding of our "Cancellation/Interruption Insurance plan” included FREE with your purchase and thus we wanted to address your claims about how we represented ourselves during your purchase decision.

We reviewed the recording of the call you had with our representative and we found that NONE of your claims are true.

For starters our representative told you clearly that the 2 bedroom you preferred was not available for your preferred travel dates and our travel specialist clearly and strongly suggested to you that you should call back later in the month to see if any 2 bedroom inventory might open up.

You told our agent against his recommendation to go ahead and book you in a 1 bedroom and that you would only travel with 4 people vs the 5 people you originally wanted to travel with. Our travel specialist tried multiple times to convince you to call back later however you insisted on making the purchase. Our travel specialist also informed you that once you booked dates you would NOT be able to change the room type later.

Secondly you did NOT purchase the Trip Gaurd insurance you refer to that we cover in our FAQs. You were however provided our “Cancellation/Interruption Insurance plan” included FREE as part of our Corona Virus protection promotion. This Interruption insurance was disclosed to you that it provided you the ability to Cancel your travel dates and reschedule dates and or receive a store credit if you chose to change dates or resort promotions. It was NOT described as refundable at all.

You agreed both Verbally and in writing with an electronic signature to the terms and conditions which cover the reschedule / store credit policy.

Our representative also read to you our entire Verification Script that explicitly states that if you need to cancel your travel dates you would have up to 24 months to travel and or get a store credit for a different resort promotion if you so chose. In order to provide up to 83% off with our promotions we do have some terms and conditions and restrictions that may not apply to retail travel when you pay full price. Unfortunately, some people either choose to hear what they want to hear or simply resort to false claims and tantrums in an attempt to not take responsibility for their own purchase decision.

We strive for 100% satisfaction and do our best to ensure every customer understands all the terms and conditions as well as the restrictions of our amazing offers. We are very proud that we now have tens of thousands of smiling Video reviews from happy customers from the hotels and resorts which are more video testimonials than any other travel website on the planet.

Those that actually travel with us and rate us afterward rate us on average as 4.8 out of 5 stars with over 1 million traveled so far!

We look forward to working with you to reschedule your travel dates when you are ready or applying what you have paid to one of the hundreds of resort options.

Warm Regards
Verified Reviewer

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

New Reviewer

Update by user May 20, 2020

Mr.Colligan,This question and answer came directly from bookvip website Question and Answer:What is your refund policy?by AdminJune 29, 2017Answer2 answersBy Admin on Behalf of the CompanyJun 29, 2017Our Premium Trip Guard Insurance is offered for every purchase. This insurance will allow you to cancel and receive a full refund with no questions asked.

However, most decline our insurance because of our flexible rescheduling policies.I booked my reservation May 12, 2020 and called May 13, 2020 to cancel it— exactly how many days do you have before you can cancel the reservation? According to this quote; answered by bookvip I still should get a full refund because I purchase the Premium Trip Guard Insurance; Not 12 months to rebook new dates!! This company is a complete ripoff and they take advantage of hard working people that’s trying to do something nice for their love ones. I refuse to let bookvip take my money without a fight!!

I have disputed the $310.00 dollar charge on my credit card and I have also filed a complaint with BBB. I will continue to post on social media what a ripoff bookvip is and I’m also prepared to get a lawyer. After I advised the agent I had 5 people in my party he told me I could call back to upgrade to a room that sleeps 6 people and if it wasn’t available I could CANCEL FOR FREE!!! Not cancel and rebook new travel dates!!

Nor did he say it was NONREFUNDABLE!!!

I will not be accountable for the false information the agent told me. What’s unfortunately is me having to fight for my $310.00 dollars for the agent LACK OF KNOWLEDGE!!!!Pearlie Kitchen

Original review posted by user May 15, 2020

I wish I had of did my research on I booked my reservation May 12, 2020 by phone with an agent that could barely speak English and the phone connection was horrible.

I booked my reservation for the Westgate Smoky Mountain Resorts Gatlinburg Tennessee for June 26 - 29. The special only offered a cabin that sleeps 4 people but I have 5 people in my party. The agent told me that I could call the first week in June to upgrade to a cabin that sleeps 6 people and if not available I could cancel the reservation for FREE. So I’m thinking I had nothing to lose because “I could cancel for FREE.” May 13, 2020 I decided to go directly onto the Westgate Resorts website and saw that they had a cabin that sleeps 6 people available.

So I decided to call to cancel the reservation. When I called I was informed that my reservation was non refundable. I’m telling the lady what the agent told me about being able to cancel for FREE. To cancel for FREE mean you can cancel your travel dates but you want be refunded your money.

I was giving misleading information to get me to book this vacation package so I call my bank to dispute the charges and I also sent the owner of and email about the situation. I google and there’s a Question and Answer section from site and the owner James Colligan clearly states that if you have the Trip Guard Insurance you can cancel your reservation with no questions asked and get a full refund. When the cancellation department called me May 15, 2020 to advise me that she was just going to cancel my travel dates and leave the reservation open ended and I have 12 months to rebook. I asked about the Trip Guard Insurance and advised her that I had the insurance and also of what I read from there website she replies with “That insurance doesn’t apply to my reservation because I booked my reservation with travel dates.” I knew at that point this company was a rip-off.

I informed her that I have disputed the $310.00 dollar charge on my credit card and I will be filing a complaint with BBB. Anyone looking to book a vacation please do not use this company. They lie, they give you incorrect information and/or misleading information. They are scammers!!!

Due to COVID-19 my son didn’t get to have a graduation ceremony so I thought this would be a great mini vacation before he go off to college. Thanks to bookvip deceiving ways he want get to have a mini vacation either.

User's recommendation: NEVER BOOK WITH

Product or Service Mentioned: Westgate Resorts Vacation Package Booking.

Monetary Loss: $310.

Preferred solution: Full refund.

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