Reply by Bookvip

Dear Courtney,

Thank you so much!

I am pleased that we were able to speak with you and resolve your concerns.

We work very hard to ensure that each and every customer is aware of how valuable they are to BookVIP.

We look forward to hearing from you when you are ready to book your next vacation!
Customer service
Exchange, Refund and Cancellation Policy

Update by user Feb 07, 2017

I was very impressed with this companies response. They tried in multiple ways to reach out to me the following day to explain the person I spoke to did not have correct information.

They offered me the refund I wanted, and also offered to help me with a discount should I ever try their service in the future. The representative reached out to me via phone, email AND text to make sure I was taken care of!

Original review posted by user Feb 01, 2017

I am just trying to get a refund for my vacation cancellation, but can't seem to get one. For this reason, I am very unhappy with their service.

I only need a refund because THEY cannot offer me the vacation I booked. I booked with BookVIP for a trip over my school's spring break (I am a Middle School Math Teacher). I had a place all booked, then got an email 10 days later that I was not elligible anymore, despite the fact that I meet marital status, cohabitation and income requirements. I called to see if I could stay at a different property, but they could not find anything comparable that was available during my stay.

I was told, after many phone calls to try to get something else, that they needed to send it to the cancellation department for my refund. A day later, I got a call from the "cancellation department". She took my entire lunch hour on the phone to try again to look for a place, even though I told her three other people had already told me they did that. She said there was nothing they could find.

I asked for a refund, and she said she is not authorized to complete that. When I asked to speak to someone who was authorized, she told me she is a Supervisor, and that no one is authorized to provide a refund. I am not sure what kind of company has absolutely no one that can provide a refund. Given that I now have no alternative, I am out the money for this vacation (which hurts on a teacher's salary!).

I would be thrilled to get to work with this company in the future - their properties look great. However, until they can fix this refund problem, I am not only NOT a customer, but will be a vocal dissonant against them.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $496.

Preferred solution: Full refund.

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