Reply by Bookvip

Mr. James,

Thank you for your valuable feedback as we take customer issues very seriously. I pride myself in BookVip offering the most discounted vacation packages and having an A+ rating Better Business Bureau for our customer service. The reason we can offer packages 70% off the retail rates is because the resorts subsidize the cost of these discounted vacations in exchange for your time during the resort preview. The resort verifies each reservation before issuing a confirmation number as the resort is paying for the cost of the discounted vacation. The resort sets forth the terms and conditions for the promotion. The Gran Melia Puerto disqualifies packages with customers living 40 miles away from the following cities Las Vegas, Orlando and Miami During the verification, the resort discovered you lived within 40 miles of Orlando. You declined to be moved to another resort and were promptly refunded you on Date/Time: 02/11/2015 10:31:11 AM EST Transaction ID: 2578433582 Transaction Type: Card Refund Amount: -351.32

We will send over 300,000 families on dreams vacations alone this year! We have more actual customer video reviews than any other travel site. http://bookvip.com/sitereviews As a rapidly growing company we are not always perfect, however, I can be contacted directly at Jame@BookVip.com to resolve any issue or you can our call customer service call customer service 24/7 at 888 845 0602. Thank you
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Several weeks ago I booked a 4night/5 day stay at the Gran Melia in Puerto Rico with this company.My credit card was charged then.

I have recently received several emails to contact customer service as a few items are needed to confirm qualification ( not sure why that wasn't all confirmed prior to charging me). I have since proceeded with my travel plans including reserving a non refundable flight for those dates. I just tried calling customer service ( there have been a total of 10 calls because of poor connections and disconnected calls). Clearly outsourced customer service rep initially explained that I didn't meet the criteria of residing greater than 40 miles from the resort destination.

I am flabbergasted... I live in Orlando Fl and the destination is Puerto Rico. She was unable to rationalize that on her own and put me on hold for 15 mins then I got disconnected. She called back 20 mins later ( I was feeling more hopeful based on this return call gesture), but she had no resolution for me.

Apparently I had to live greater than 40 miles from Orlando. I do live >40 miles from some parts of Orlando so which part are they referring to...all? And why wasn't this clear at the time of charging my credit card weeks ago before I proceeded with all my travel plans.

I am waiting for a supervisor to call me back by end of day to hopefully have this issue resolved.I will let you know what has taken place.

Reason of review: Bad quality.

Preferred solution: Deliver product or service ordered.

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BookVipOwner1
Miami, Florida, United States #957904

As an owner, we take every complaint extremely seriously.Please contact me at James@rvitravel.net.

We are the largest provider discounted promotional packages. The reason the vacation packages are up to 70% off is the resorts subsidize the cost of these discounted vacations in exchange for your time during the resort preview. The resort verifies each reservation before issuing a confirmation number as resort is paying the cost of discounted vacation. A majority of the issues occur when resort finds the terms & conditions are being circumvented.

We sent over 50,000 families on dreams vacations this year and are on track for 100,000. We have more actual customer video review than any other travel site. http://bookvip.com/sitereviews

Like any growing company we are not 100% perfect and always working to improve and an as owner I will do everything to resolve an issue.

Please contact me directly at James@rvitravel.net.Thank you

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