Reply by Bookvip

Dear Mrs. Lee

First off, we are very sorry to learn of the injuries suffered by your husband on the drive to your vacation in Charleston and we hope he is doing fine. Just to explain, all the promotional packages are pre-paid and BookVip has an extremely flexible reschedule policy as you can reschedule anytime up to 12 months at no cost. However, if there is a cancellation within 3 days with this package, we get penalized which is why there wasn’t a refund issued. Additionally, as a company we hear all sorts of different reasons and it’s very difficult to sort out the truth sometimes. This is definitely a special case and we will be giving a full refund and also let you continue the trip free cost once your husband is back to health. As an owner, I pride myself in BookVip offering the most discounted vacation packages and having an A+ rating Better Business Bureau for our customer service.

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. As a rapidly growing company we are not always perfect, however, I can be contacted directly at to resolve any issue or you can our call customer service call customer service 24/7 at 888 845 0602. Thank you

Orillia, Ontario
Customer service
Exchange, Refund and Cancellation Policy

My husband fell while driving to our BOOKVIP reservation in Charleston. He broke his shoulder, nose and ribs.

We had to be flown home to Canada. We gave BookVIP plenty of notice to cancel our booking. My husband can't get insurance to travel outside Canada anymore. Bookvip refuses to give us even a partial refund.

After speaking to them 5 times, they will do nothing to help us. One person said he didn't see why we couldn't get a refund but he would have to speak to his manager. No manager ever called me back.

I've only had salesmen call me to try to rebook us. Don't use this company.

Reason of review: Poor customer service.

Monetary Loss: $149.

Preferred solution: Full refund.

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