Reply by Bookvip

Dear Judy,

We appreciate your feedback and the opportunity to reply to same.

We attempted to contact you several times to let you know that since you purchased a promotional package, it was prepaid to the resort.

We were unable to reach you to let you know that, given the very tragic circumstances, we waived the “no-show” penalty and gave you 18 months to use your credit towards any vacation package for which you are eligible.

You have until September 28, 2017, to use your store credit.

We send over 1,00,000 people on vacation per year and have more customer video reviews than any other travel site:

James Colligan

Last year my husband and I made reservations for Gatlinburg TN we left our home in Texas we was 30 miles from Gatlinburg when my phone rang as I was driving and it was on speaker and my daughter was crying so hard telling me her son my grandson had drowned he was 27 he was my life I stopped in the middle of the road and had a break down No this couldn't be happening my husband called the company and told them what had happened and we was almost there but they didn't care they was going to charge us anyways. We made it to Gatlinburg and went in to explain what had happened and we was going to have to turn around and get back home.

We had driven over 800 miles and this was late in the evening. I went inside with him and couldn't stop crying my heart had been ripped out of my chest and this company still would not let us cancel how mean is that?

I just advise anyone not to do any dealings with this company if they can not understand things like this. I will never forget this and the horrible drive home to bury my grandson.

Product or Service Mentioned: Bookvip Customer Care.

Reason of review: Poor customer service.

Preferred solution: Understand Accidents Happen.

I didn't like: I do not like book vip and will never use it g.

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