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.