BookVIP's reply to: BookVIP - Horrible!!!

Dear Maddalynn

We are sorry to hear about your misunderstanding of our "Cancellation/Interruption Insurance plan” included FREE with your purchase and thus we wanted to address your claims about how we represented ourselves during your purchase decision.

We reviewed the recording of the call you had with our representative and we found that NONE of your claims are true.

For starters our representative told you clearly that the 2 bedroom you preferred was not available for your preferred travel dates and our travel specialist clearly and strongly suggested to you that you should call back later in the month to see if any 2 bedroom inventory might open up.

You told our agent against his recommendation to go ahead and book you in a 1 bedroom and that you would only travel with 4 people vs the 5 people you originally wanted to travel with. Our travel specialist tried multiple times to convince you to call back later however you insisted on making the purchase. Our travel specialist also informed you that once you booked dates you would NOT be able to change the room type later.

Secondly you did NOT purchase the Trip Gaurd insurance you refer to that we cover in our FAQs. You were however provided our “Cancellation/Interruption Insurance plan” included FREE as part of our Corona Virus protection promotion. This Interruption insurance was disclosed to you that it provided you the ability to Cancel your travel dates and reschedule dates and or receive a store credit if you chose to change dates or resort promotions. It was NOT described as refundable at all.

You agreed both Verbally and in writing with an electronic signature to the terms and conditions which cover the reschedule / store credit policy.

Our representative also read to you our entire Verification Script that explicitly states that if you need to cancel your travel dates you would have up to 24 months to travel and or get a store credit for a different resort promotion if you so chose. In order to provide up to 83% off with our promotions we do have some terms and conditions and restrictions that may not apply to retail travel when you pay full price. Unfortunately, some people either choose to hear what they want to hear or simply resort to false claims and tantrums in an attempt to not take responsibility for their own purchase decision.

We strive for 100% satisfaction and do our best to ensure every customer understands all the terms and conditions as well as the restrictions of our amazing offers. We are very proud that we now have tens of thousands of smiling Video reviews from happy customers from the hotels and resorts which are more video testimonials than any other travel website on the planet.

Those that actually travel with us and rate us afterward rate us on average as 4.8 out of 5 stars with over 1 million traveled so far!

We look forward to working with you to reschedule your travel dates when you are ready or applying what you have paid to one of the hundreds of resort options.

Warm Regards
author's review
Pearlie K

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

 Verified Reviewer
#1928063 
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Horrible!!!

Updated by user May 20, 2020

Mr.Colligan,This question and answer came directly from bookvip website Question and Answer:What is your refund policy?by AdminJune 29, 2017Answer2 answersBy Admin on Behalf of the CompanyJun 29, 2017Our Premium Trip Guard Insurance is offered for every purchase. This insurance will allow you to cancel and receive a full refund with no questions asked.

However, most decline our insurance because of our flexible rescheduling policies.I booked my reservation May 12, 2020 and called May 13, 2020 to cancel it— exactly how many days do you have before you can cancel the reservation? According to this quote; answered by bookvip I still should get a full refund because I purchase the Premium Trip Guard Insurance; Not 12 months to rebook new dates!! This company is a complete ripoff and they take advantage of hard working people that’s trying to do something nice for their love ones. I refuse to let bookvip take my money without a fight!!

I have disputed the $310.00 dollar charge on my credit card and I have also filed a complaint with BBB. I will continue to post on social media what a ripoff bookvip is and I’m also prepared to get a lawyer. After I advised the agent I had 5 people in my party he told me I could call back to upgrade to a room that sleeps 6 people and if it wasn’t available I could CANCEL FOR FREE!!! Not cancel and rebook new travel dates!!

Nor did he say it was NONREFUNDABLE!!!

I will not be accountable for the false information the agent told me. What’s unfortunately is me having to fight for my $310.00 dollars for the agent LACK OF KNOWLEDGE!!!!Pearlie Kitchen

Original review May 15, 2020

I wish I had of did my research on bookvip.com. I booked my reservation May 12, 2020 by phone with an agent that could barely speak English and the phone connection was horrible.

I booked my reservation for the Westgate Smoky Mountain Resorts Gatlinburg Tennessee for June 26 - 29. The special only offered a cabin that sleeps 4 people but I have 5 people in my party. The agent told me that I could call the first week in June to upgrade to a cabin that sleeps 6 people and if not available I could cancel the reservation for FREE. So I’m thinking I had nothing to lose because “I could cancel for FREE.” May 13, 2020 I decided to go directly onto the Westgate Resorts website and saw that they had a cabin that sleeps 6 people available.

So I decided to call bookvip.com to cancel the reservation. When I called I was informed that my reservation was non refundable. I’m telling the lady what the agent told me about being able to cancel for FREE. To cancel for FREE mean you can cancel your travel dates but you want be refunded your money.

I was giving misleading information to get me to book this vacation package so I call my bank to dispute the charges and I also sent the owner of bookvip.com and email about the situation. I google bookvipreviews.com and there’s a Question and Answer section from bookvip.com site and the owner James Colligan clearly states that if you have the Trip Guard Insurance you can cancel your reservation with no questions asked and get a full refund. When the cancellation department called me May 15, 2020 to advise me that she was just going to cancel my travel dates and leave the reservation open ended and I have 12 months to rebook. I asked about the Trip Guard Insurance and advised her that I had the insurance and also of what I read from there website she replies with “That insurance doesn’t apply to my reservation because I booked my reservation with travel dates.” I knew at that point this company was a rip-off.

I informed her that I have disputed the $310.00 dollar charge on my credit card and I will be filing a complaint with BBB. Anyone looking to book a vacation please do not use this company. They lie, they give you incorrect information and/or misleading information. They are scammers!!!

Due to COVID-19 my son didn’t get to have a graduation ceremony so I thought this would be a great mini vacation before he go off to college. Thanks to bookvip deceiving ways he want get to have a mini vacation either.

Loss:
$310

Preferred solution: Full refund

User's recommendation: NEVER BOOK WITH BOOKVIP.com

1

BookVIP's reply to: The VIP representative cancelled us because of my husbands age.

Hello,

Thank you for your feedback.

It is unfortunate that you were not able to visit the Omni Cancun Resort for your vacation. It is the participating resort provider who sets forth the eligibility requirements - not BookVIP.

Your reservation was cancelled and refunded in full as soon as it was discovered that you were not eligible for the promotion.

Although you were not eligible for that specific promotion, we offer many other vacation packages for which your ages would not be an issue.

Please feel free to call 888.849.8450 if you would like to book another vacation with us and a highly-trained representative will be happy to assist you.

Thank you.
Kind regards,
BookVIP Management Team
Management@bookvip.com
author's review
Kath P
#1919096 
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The VIP representative cancelled us because of my husbands age.

I was so disappointed when I called in to pick my dates for my future travel to Omni Cancun Resort. I had booked this 6 weeks ago and paid the stay in full.

I was fully aware that we both had to go (married) and attend a 120 minute promotion to possibly buy into what they were offering for travelers. I answered all questions correctly except when they asked me our age and I informed them I was 60 and my husband was 71 they told me we didnt qualify and had to cancel our reservation.

Isnt this age discrimination? So disappointed.

Preferred solution: Apology

User's recommendation: Ask all these questions in advance. Good thing I had not bought plane tickets.

Helpful

BookVIP's reply to: Not satisfied

Hello Michael,

Although your reservation at the Hyatt was cancelled by the participating resort provider due to the COVID-19 pandemic, you have been provided with a 36-month extension of time to book your next vacation (at any resort on our website for which you are eligible).

BookVIP does not have information regarding any resort change, as your reservation was and still reflects the Hyatt.

Please be reminded that you will also receive a Free $300 Hotel Savings Card when you book your next vacation.

We look forward to hearing from you at 888.845.0602 when you are ready to plan your next vacation.

Thank you.
Kind regards,
BookVIP Management Team
Management@bookvip.com
author's review
Michael F Uwt
#1905354 
Report Review

Not satisfied

Booked a stay in a Hyatt in Savannah, paid for it, then they changed the hotel to a small boutique hotel stating they were no longer affiliated with Hyatt.Then due to the corona virus they cancelled my stay but refuse to refund me. Now they say I must stay with them again or lose my money and all of a sudden are promoting the Hyatt again. I do not trust this company and certainly would not recommend them.

Preferred solution: Full refund

User's recommendation: look elsewhere.

1
Testimonial
Yanina D
map-marker Kharkiv, Kharkiv
#1977029 
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We will definitely do it again

BookVIP - We will definitely do it again
We are having our family vacation here at paradise Cancun. The name of the hotel is Krystal Resort and it’s a beautiful place. We have really nice swimming pools here and the beach is great. We’ve been having great food. All our booking was done through Bookvip.com and we had a great experience. When we got here everything was ready for us and we really loved the experience we had with them.
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Yanina D
map-marker Kharkiv, Kharkiv
#1977031 
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I saved a whole lot of money using Bookvip

I saved a whole lot of money using Bookvip
I’m in Cabo San Lucas staying at the Villa del Palmar Resort on a Bookvip.com vacation. I’m having a great time. Lovely weather, lovely place, lovely amenities. I saved easily a $1000 on my five night stay here. It’s right on the beach, a swimable beach which is important. The food is great and the people are great. Bookvip took care of the whole thing.
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BookVIP's reply to: BookVIP - Deceptive Advertisement and Website

Dear Mr. Schnedecker

Thank you for your feedback. All of our vacation packages are promoted as first-time visitor promotions that require a resort preview. Our resort partners are subsidizing the rates for folks who meet certain demographics and agree to attend a no-obligation fun and informative preview of the benefits of membership of the participating resort. All reservations must speak to one of our representatives to ensure that the travelers are eligible and have agreed to all terms and conditions which are visible on each of the offer landing pages. You mention that you did not purchase from us, if you had, you would have discovered that prior to booking dates and charging you, we would have made sure you were aware of 100% of the details and had you agree both verbally and in writing to all of the terms. We are very proud that we have tens of thousands of written testimonials from extremely happy travelers and more video testimonials than any other travel website in the world with over 25,000 happy on property video reviews.
Thank you again for your opinion, if you reconsider and think 90 minutes of your time is worth savings of as much as 83% off of retail which can amount to way over $1000 in many cases then you may want to Book your next amazing vacation with our company.
Warm Regards
Marco Torres
author's review
Darren S Gbd

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

 Verified Reviewer
#1863601 
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Deceptive Advertisement and Website

Updated by user May 10, 2020

Dear Mr Torres,Appreciate the explanation of what lies beneath the appealing advertisement, but I was already briefed this on the phone. Unfortunately you do not address the root problem— deception.

I spent a good deal of time weeding through the choices of a vacation to Orlando unnecessarily since I had no intention— and by the way, would not even “qualify” — to purchase a hotel stay that included a sales pitch for some sort of timeshare arrangement.

I was informed being upfront was not an option. Making it blatantly obvious to potential vacationers that a significant discount was in exchange for a timeshare pitch is not something your company is interested in— I get it; but it is what it is: deceptive.(I also note you’ve “outed” me— nice touch :( )

Original review Apr 10, 2020

As I stated to the very nice and patient customer service representative, your company deals is selling timeshares but it is not readily apparent to the customer. Facebook knew I was searching for a vacation, so I was given your advertisement that does not state you are a timeshare seller.

Although I wasn't interested in that particular advertised vacation, I did do a search for a vacation location I was contemplating on your website.

Your website looks similar in structure to any other hotel/vacation selling website. One is hard-pressed to get that distinction from the onset and I feel it is very deceptive and quite frankly: dishonest.

Preferred solution: Let the company propose a solution

User's recommendation: If you are amicable to participating in a timeshare sales pitch in exchange for discounted accommodations, then fine. Just be aware that is what will be required to get the discount.

Helpful
Testimonial
Yanina D
map-marker Kharkiv, Kharkiv
#1977034 
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We saved about $3,400.00

BookVIP - We saved about $3,400.00
We’ve been at Secrets in Los Cabos for six nights, seven days. We’ve had an incredible time. We used Bookvip.com and if we had paid for the trip it would have cost us $4,500 and it only cost us $1,200 for six night, seven days at a five star resort. This is a beautiful place. The food is phenomenal. We did deep sea fishing and a sunset cruise. We recommend Bookvip.com highly.
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Testimonial
Yanina D
map-marker Kharkiv, Kharkiv
#1977036 
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We saved $1,500.00

BookVIP - We saved $1,500.00
Thanks to Bookvip.com I was able to bring my wife to Cancun, Mexico. No hidden fees, straight up cost what it was. If you want to find a trip you can afford, go to Bookvip.com.
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BookVIP's reply to: To cancel for coronavirus

Dear Dina,

I am pleased that upon your conversation with one of our representatives, you have been provided with an extension of time for 36-months to enjoying your much-deserved vacation!

We look forward to helping you with all of your future travel plans.

Thank you.
Kind regards,
BookVIP Management Team
Management@bookvip.com
author's review
Dina E Dwg

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

 Verified Reviewer | map-marker Baldwin Park, California
#1840995 
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To cancel for coronavirus

For june but there is a coronavirus going around and thats the only time i can travel so i would like full refund please 904994**** or edwardsdina4@***.com

Preferred solution: Full refund

User's recommendation: Maybe

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Testimonial
Yanina D
map-marker Kharkiv, Kharkiv
#1977039 
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Bookvip saved us over $2,000.00

Bookvip saved us over $2,000.00
My 45th birthday was epic. The resort, the food, the people and of course, the booze was the bomb.com. All you have to do is call Bookvip. The rest is up to them. I don’t usually do reviews but I owe Bookvip a true One Love from the Lowreys. I will definitely use Bookvip for all my future stays. It is well worth the money.
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Testimonial
Yanina D
map-marker Kharkiv, Kharkiv
#1977038 
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We saved hundreds of dollars

BookVIP - We saved hundreds of dollars
Thank you Bookvip for giving us the vacation of a lifetime. We snorkeled and enjoyed great food and a lazy river. Thanks Bookvip.
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BookVIP's reply to: Miscommunication

Dear Jasmine,

Above all else, providing excellent customer service is our main goal. We apologize for any confusion surrounding your reservation.

The promotion you booked is for 2 adults and 2 children, 12 years old and under. Currently, you are the only person listed on your reservation – no guests are reflected.

The third adult is welcome to book their own promotional package for this resort, based on eligibility and availability.

Please be sure to contact us in order to update your reservation with your guest(s) information.

Thank you.
Kind regards,
BookVIP Management Team
Management@bookvip.com
author's review
Jasmine L Cwx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website.

 Verified Reviewer
#1813542 
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Miscommunication

Given wrong info via email & over the phone! My reservations are approaching & I have 2 people that have purchased flights and just learned one can not come only 2 adults and 2 children are allowed but I have 3 adults.

I was told via phone that 4 adults could come now Im being told that 3 cant. There is no attempt to resolve the issue not even an apology.

I was given the number to the resort and told to call them but the number provided was disconnected. Ive never experienced anything like this.

Loss:
$300

Preferred solution: Deliver product or service ordered

User's recommendation: RUN

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Testimonial
Yanina D
map-marker Kharkiv, Kharkiv
#1977041 
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We’ve loved the resort

BookVIP - We’ve loved the resort
We are at the Villa del Palmar resort in Los Cabos. We’ve had a great time, a wonderful time. We’ve made such great memories. We’ve loved the resort. It’s wonderful, the staff is great, the entertainment is awesome and it’s been very peaceful and relaxing. We especially loved our sunrise breakfast on the beach watching the whales and we loved our dinner cruise. We booked through Bookvip and it was easy and we saved over $1,000.00.
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Yanina D
map-marker Kharkiv, Kharkiv
#1977042 
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We saved about $2,500.00

We’re at this beautiful resort, Dreams in Los Cabos. Thanks to Bookvip.com saved about $2,500.00 and got to stay at this amazing resort. All you can eat, all you can drink, ocean view rooms. We’ve had an amazing time.
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Yanina D
map-marker Kharkiv, Kharkiv
#1977045 
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We can snorkel right off the beach

BookVIP - We can snorkel right off the beach
We absolutely love our resort. We are at Secrets in Cozumel, Mexico. The food is great, the beach is absolutely gorgeous. We can snorkel right off the beach, just walk out and snorkel. The food is really, really good. It’s a nice romantic resort. We booked with Bookvip.com and we saved about $2,500.00 booking through Bookvip so I would definitely to book there. It’s definitely not a scam. It’s easy and this resort is absolutely beautiful.
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