Reply by Bookvip

Dear Freda,

We appreciate the opportunity to address your comments.

Above all else, providing excellent customer service is our main goal and all of our customer service agents are highly trained and qualified. We apologize for any stress caused by the manner of communication of the representative you spoke with.

The vacation packages offered by BookVIP are amazingly affordable because the resort partner is paying for 70% of the cost of these promotions. Due to the limited number of packages available, the resort partners set forth certain eligibility requirements to ensure that the packages are enjoyed by the guests for whom they are designed.

The Reservation Details and all eligibility requirements were reviewed with you during the recorded sales call and you agreed to the Reservation Details verbally and via electronic signature in order for your booking to be finalized, including the fact the offer is NON-refundable unless Trip Guard insurance is purchased which you declined. This is why all hotel reservations are confirmed via phone with each client and all details are reviewed and agreed to both verbally and in writing before reservations are charged to client. We do understand your desire for a refund however one of the ways we can afford to offer the public 70% off prices is to minimize cancellations and we pass these savings on to our clients. For this reason we offer a very affordable Trip Guard insurance as an alternative which would have allowed for a 100% refund no questions asked.

When you first called to cancel your dates you stated it was because of bad reviews of the hotel you chose and you were no longer interested in taking an Orlando vacation.

Since you declined to consider other resorts in Orlando and insisted you were not planning to travel as scheduled, Robin advised that your reservation dates would be cancelled and you would have a store credit for 12-months to use towards any vacation package on our website for which you are eligible (as stated in the Reservation Details you agreed to in writing).

The second time you called to cancel your non-refundable vacation package, you changed what was originally stated to our sales representative when you purchased, and stated that you were not qualified due to income and that you only work part-time.

Unfortunately, when Robin explained to you that we had reviewed the sales call wherein you stated that you make more than the required income and reminded you that the Reservation Details had been reviewed with you and that you agreed to them in writing, you became irate and demanded a refund and threatened to call your bank and post negative reviews.

Not only are all the Terms & Conditions of each offer are listed at the bottom of each web page as they are slightly different for each, these terms were reviewed with you prior to your Non-refundable booking. The reason why we have over 3.7 Million Facebook fans, more happy customer video reviews than any other travel site, plus traveled over 100,000 thousand families on vacation this year alone is because we are the worldwide leader in discount promotional packages - that's our specialty.

If you meet the resort's requirements and agree to attend the resort preview, you will receive the promotional rate.

The only issues we have is when some customers try to circumvent the resort's Terms & Conditions.

James Colligan
Resort Vacations International/
Additional Fees
Customer service
Discounts and Special Offers
Exchange, Refund and Cancellation Policy
Insurance Quality
Number of Destinations
Price Affordability
Product or Service Quality
Value for money

I booked with them the other day. I have been trying to get my refund after 2 hours of paying.

After i got off the phone with they i read over the details. In the details it states that you have to be a full time at your job which wr didn't go over that on the phone. My job is PRN even though i work full time hours so i would not be able to go and if i do go the hotel will charge me 150 a night. I talked with the person in charge name Robin, she was so rude and all she wanted to do is fight with me over the phone.

I will not stop til i get my money back. This is about the fact i do not fix in their guidelines. So she pretty much said i will loose my money.

To top it off i stated i want a refund and she was very happy to tell me that she cancelled my dates so i wouldn't be able to go there tge dates i picked anyway. Just so rude.

Product or Service Mentioned: Bookvip Customer Care.

Reason of review: Problems with payment.

Do You Have Something To Say ?
Write a review