Reply by Bookvip

Dear Mark,

I understand the disappointment you must have felt when you realized that your reservation had not been changed from June 20, 2017 to September 12, 2017, and would like to apologize for any inconvenience and stress resulting from the manner of communication provided by our Customer Service agent, as well as for any glitches we've had on our system which may have led to the miscommunication concerning your travel dates.

That being said, however, our records do not reflect that you ever called to cancel (or reschedule) your original travel dates.

Because your reservation was not changed, and because you did not check-in as scheduled, the resort charged a penalty for violating the Terms and Conditions governing your vacation package.

The resort charged BookVIP a “No-Show” penalty in excess of the amount you paid for your vacation.

We send over 100,000 people on vacation per year and have more customer video reviews than any other travel site:

James Colligan
Customer service
Exchange, Refund and Cancellation Policy
Product or Service Quality
Value for money

Booked with Book VIP in March 2017 for June 20, 2017, father-n-law went into hospital and got out the day we were suppose to leave, called BookVIP and explained to them that he just got out of hospital and we were waiting on hospice to show up at his house to get him set up. Rescheduled for Sept 12, 2017 Tomorrow, just found out that this didn't happen, someone dropped the ball.

The guy on the phone called me a liar that I never did talk with anyone. I have phone records and even an email dated that evening about our San Antonio Trip. we were so looking forward to this trip. Father-n-law still on hospice and we hired an CNA to look after him while we were gone.

Found out that the call center for BOOKVIP in in the Philippians.

Well we lost our money. We are travel agents and we will not use bookvip for any of our clients

Product or Service Mentioned: Bookvip Marriott Room Booking.

Reason of review: Order processing issue.

Monetary Loss: $1000.

Preferred solution: Let the company propose a solution.

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