BookVIP
Reviews and Complaints

My wife found the BookVIP ad on FB so we called and spoke with Alberto. He was great in helping us set everything up. We wanted to go with my sister and her husband in October (2020) and he also set that up. He made sure to tell me that my sister had to call him the next day when he was on shift to make sure everything was accurate. She did, and he helped her as well set everything up to match ours. He told us about the resort fee and the one way airport pickup. He also told us about the resort presentation for 90 min to 2 hrs. Understandable, given the price of our package and everything it included. Someone has to subsidize it somehow. We may or may not buy in, we'll see when we get there. So far, Book VIP has been accurate and helpful setting everything up. I'll repost after the trip with a follow on report. R

BEWARE. This trip package was advertised as a COVID-19 deal as a type of pay-now-play-later event. I booked it to celebrate my 40th birthday. Then I got to schedule the trip and it turns out to be time-share promotional. I still meet all the qualifications, but what if I hadn't? I would have wasted hundreds of dollars. Additionally, it wasn't until after is signed up and made my payment that I was informed there would be an additional "resort fee" of approximately $30 USD each day. I absolutely hate that they did that. I'm still going and I'll sit through the required complete waste of time hour long "tour." But I already don't trust this company so they have no chance *** of getting me to sign up for a time share. I'm just crossing my fingers and hoping that when I arrive in Cabo, I actually have the 5-star resort stay they advertised. Stay tuned...

I found an ad on Facebook a couple of weeks ago to stay at the Crown Reef Beach Resort and Waterpark in Myrtle Beach for $249.00 for 4 days/3 nights. I chose my dates of 6/6 - 6/9 as this is my birthday and my 54 year old wife that has dementia wanted to take me somewhere for my birthday. These dates were available so I called Book Vip and told them the dates and paid my $249.00. I received a phone call this morning stating that Book Vip made a mistake and the hotel is completely booked. They asked me if I wanted to change my dates or stay somewhere else that was available. I asked several times to speak with a manager and they would not put one on the phone. They emailed a list of 5 properties available for these dates and they are in Florida and Mexico! I have not told my wife yet but she is going to be devastated! I would stay away from this company!

They called us to offer us a vacation at various resorts in Mexico. Nowhere did they ever mention anything about having to watch a timeshare presentation or being charged additional resort fees when booking. They also upsold us on the upgrade that allowed us to book at 5 start resorts only to find out when we finally called to book, we didn't qualify to stay at the place we only wanted to stay at because it was tied to the same resort group as past resorts we had stayed at. They cancelled our booking and then now won't offer a refund and tried to pass all this off as our fault. DON'T BE SCAMMED! THE ONLY REASON THEYRE OFFERING THESE PRICES IS BECAUSE YOU HAVE TO ATTEND A TIMESHARE PRESENTATION SO KNOW THIS BEFORE YOU PURCHASE THE VACATION. ALSO, THEY WON'T TELL YOU ABOUT THE ADDITIONAL RESORT FEES THAT YOU WILL HAVE TO PAY ON TOP OF WHAT YOU HAD ALREADY PAID. SCAM ARTISTS!

Horrible. Booked a vacation so that I could go in October for a wedding of a friend - my husband and I. Once I booked and then called to confirm the dates I was told that because I had mutual connections with someone else from Iowa that I cold not use my dates. I booked, I planned to go. I actually had full intentions of purchasing a time share when I arrived - because I LOVE Cabo...and now am *** unless I pay a group rate. When i try to work this out with the representative they will not allow me to confirm the dates unless I pay the group rate or the other party changes the date. To say I am mad would be a huge understatement. I love nothing more than to travel. Because of this I am out $515 - trip insurance means NOTHING. Plane tickets were purchased as soon as I alerted BOOKVIP of my travel dates and am not able - nor am I willing to change them due to coming for a special occasion.

Paid months ago for a vacation then called to book dates 9 days ago. They offered inclusive upgrade and a diff hotel which I'm ok with. I'm even ok with the timeshare part what I'm not ok with is they charged my card and still no booking confirmation. We were told not to book flts until the welcome call. The airfares going up daily I've called many times been told call tomorrow, resorts closed no agents available over and over its our anniversary and its been non stop hassle. Still no welcome call ..very upset as now the airfares almost doubled waiting .still no call . This seemed great but we feel its not ok to wait this long and our money never should have been taken unless the booking was confirmed!. Are you ever gonna call . I mentioned canceling but they say that Dept will call. I don't wanna cancel I want a confirmation on my dates its in 3 weeks. Anybody gonna ever call me? Totally bummed

Booked a ski vacation for my children and myself for Christmas. Had to call 4 times to finally get a reservation only to be told that I had to be married or co-habitating. This was not in my reservation that I booked and fully paid for online. I am getting refunded only because I was smart enough to purchase travel insurance. The customer service agent I was working with would not give me a supervisor until I became upset. The supervisor was just as bad. If I worked with my clients the way they deal with customers I would have none! They even had incorrect information in my confirmation of purchase which they ignored as well. Terrible company, terrible customer service. The disappointment on my childrens' faces is the worst part of this and there is nothing that can be done to correct that. We will be traveling through Marriott only from now on as that is the company we have always had 5 star service with.

When I first responded and paid for the vacation I specifically asked if it was a timeshare and the person said I did not have to attend any presentation that this specific deal did not attach to a presentation. Then I upgraded to include "all inclusive" then Covid hit and I understand that is not their problem but it was challenging to use the package so I decided to cancel Mexico and utilize what I paid for at a local destination but they wanted to continue to ask for more money at that point I got upset since I already paid over the amount that the package was advertised at on the previous destination unused it took 3 hours to correct and complete the reservation I at one point just wanted to Cancel and get a refund BUT that would have been a another different phone call and I didn't want to waste another several hours I WILL NEVER GET INVOLVED WITH THIS SCAM there are legit travel agencies offering specials and deals and I would seek those in the future.

Upon initially trying to book my VIP vacation, I was told I was eligible to travel out of the United States with the voucher number I had. Due to the COVID-19 issues, I wanted to change my location. I was told I needed to book the original one and then call back to change the location. (this is after nearly 45 minutes on the phone) I called back the next day to change the location, after over an hour on the phone, I thought I finally had my vacation set. The next day I was given a call/text that there was an "issue" I called as soon as I could and was told my dates were no longer available at the location I requested, so instead they reserved me the same dates at a different location near by. I asked if it was in the same complex, same area. This associate was the first one who was not very pleasant, she acted as if I asked such a rude or obnoxious question. After calling back yet again and another hour on the phone, I finally have a reservation. Wasn't confirmed if it's the same cost, I just pray that the actual trip is much more enjoyable than this process has been.

Bought a package and selected days 7/5/7 after 5 days I called the hotel to verify the reservation. My reservation was in my name and somebody else name and the days were wrong, per hotel to call Bookvip because that is what they sent them. Called Bookvip and after 2-3 hrs on the phone passing me from one person to another person they told me they will send an emergency email to the hotel and call me in 3 days. 3 days later I called them again and still no resolution, no answer from the hotel and there is never managers available to talk with you. The manager was going to call me next day. Called them 3 days later on Saturday and after hours of waiting over the phone they told me that manager will call me Monday. I said no I need an answer today. Then he said the hotel doesn't have availability on those days to change the days. I said No. return part of my money I paid for the last resort. They cannot return your money. I told them that is not my problem. After a long silence call he said somebody will call me Monday. I asked him to send me a cancellation confirmation email, he said the reservation is still there but so the manager needs to call me. I said no just cancel the recervation send me an email and have manager call me Monday. I don't think so somebody will call me Monday. I'm getting the same hotel cheaper, same days without all the drama. I wish I never gave them my money. Scam business.

BUYER BEWARE! CLASSIC BAIT AND SWITCH SCAM. I purchased the package in June for my then live-in boyfriend and me. Then we broke up and Covid happened. Now when I went to book my travel dates, I talked to a guy named July, and he said I had to answer some questions to see if I was "eligible" for the package I ALREADY PAID IN FULL! In addition to telling me I had to sit for a 90 minute presentation to qualify (I'll assume it would have been a hard-sell sales pitch for a time share or something), one of the inexcusably personal questions they asked me is my relationship status. When I told them I was single, they said I didn't qualify for the resort package I purchased because I wasn't part of a cohabitating couple, and so they were planning to segregate me into a resort that took singles! *** They said this rule was part of the fine print on their website. Though it really wasn't any of their business, I told them I was cohabitating at the time of my purchase, and planned to bring a friend with me. They said it didn't matter because I'm single now. I demanded a refund because of their 150% guarantee they advertise on their answering machine while waiting to speak to a customer service representative. Juvy said I could expect a refund to my credit card within 3 business days. I'll give them a week, then come back and update my post if the refund doesn't arrive as promised. Now, I just want to kick myself for not listening to my gut tell me, "if it sounds too good to be true, it is."

I purchased 2 packages at the end of 2019 and was planning to travel in the summer of 2020 however it was in the middle of the pandemic and was postponed. I was told I had until June to book my reservation. I called today to reserve our dates. I was hit with a borage of questions "to see if I qualify" to take advantage of the package. I said, wait a minute, not only did you already take my money, but i spoke with you several months later when cancelling my previous reservation, I was not asked or told any of these things. As he continued, he placed me on hold and came back and said because my driver's license does not match my significant others, I do not qualify to use the promotion. I said I have until June to utilize it, why wouldn't I qualify? He said, if you can't show proof of such in 3 days then you cant use this. I said, you know just as I do, during the pandemic, most businesses were closed, you are not required to update or renew licensing which would include a change of address because people were encouraged to refrain from coming into the establishment. In addition, I have a travel license, so even if I went in to get the address changed today, they would not get it back to be in 3 days. I asked to speak with a supervisor and he refused to put one on the phone, stating, "no one is available", I told him I will wait. He placed me on hold, leaving me on the line for 62 minutes and then the call disconnected. Now I am trying to see when and how I will get my money returned to me. They are a SCAM

I was at fault for not reading the very fine print when booking my vacations. I have booked 5 vacations with Book VIP and last week booked my vacation to Charleston. Book VIP has contracted with BlueGreen vacations and we did a 2 hour presentation, which turned out great for us. My complaints were since we booked through Book VIP, BlueGreen stated they would send us our confirmation with all detailed information, which didn't happen. I logged in to Book VIP on the day prior to our trip and noticed the trip I had booked 2 weeks in advance showed it was in progress and waiting for dates. I called Book VIP and explained my trip was booked and why it wasn't updated on the website. During my call, they stated they just sent me a booking confirmation. I viewed my email and told the agent I had not received. The agent did not say they would resend the email, instead they gave me the confirmation number over the phone. I also mentioned this to BlueGreen vacation, and they seemed to not understand the contract with Book VIP and what the process is for the clients. If there is a contract between the 2 groups to provide discounted price to clients, then both companies need to understand the client experience and be able to provide direction to the client. I have 4 more vacations I bought with the same stipulation of attending a presentation, and at this point do not know how this is going to work for me, since I was told I could not book another one of my vacations for 15 months and these deals will expire in 24 months. So my question is if I book prior to 15 months is it going to be honored; if not, are they going to refund my money?

The deal advertised was not what was offered once we had gone through the lengthy process. After our monies had been collected, we were then subject to a variety of previously unmentioned restrictions and requirements. Several of which were non-specific that allowed the resort to choose to charge us a hefty additional fee if they choose to do so. It took over 90 minutes and multiple calls and emails to complete what should have been a simple transaction. We were asked the same questions and read the same criteria repeatedly. When we contacted BookVIP to complain they took no responsibility and stated that even though they were the company offering the deal and advertising it, the resort could do whatever they wanted and not offer what was actually advertised. They were non-apologetic and it was clear they weren't listening to the issues being expressed and merely reading from a prepared script. Example, the All-Inclusive is not. If you go to the resort's website all-inclusive there is very different from what it is on the advertised deal using the same language at the same resort. A 90-minute sales presentation is required - also not mentioned. Etc... It bordered on abusive and all occurred after our monies were taken, time off from work planned and our flight scheduled, so we were locked into the trip. We asked BookVIP if they could find us a similar deal at a less abusive resort and they said No. It is ironic that a resort wanted to sell us a time-share is so abusive in the initial registration process. As a result we would never consider buying anything from this resort group and will reconsider our future purchases from BookVIP as they are now suspect to abuse and potential fraud by the resort with no support from BookVIP.

Make sure you read the fine print. I mentioned this deal to an acquaintance of mine. He actually ended up booking the same deal at the same time. (Not too hard when you are travelling during spring break). When confirming my information with the resort they asked if I knew anyone else who was travelling to the resort. I let them know the name of the person as I knew he was travelling just not exactly when. Well, turns out he was traveling the same days and they consider it a "group" if you know someone else who will be travelling, even if you aren't travelling together. We both had our own rooms, different travel/plane reservations, but still they considered us a group. So it was either that one of us had to change our travel plans to another date, or you had to pay a $150/day group fee. Since I had made my reservation first I was able to confirm mine and they then charged my acquaintance an additional $750 for the package, unless he wanted to change his dates. After getting all this settled with the resort, I then got contacted by BookVip about the same matter, even though it had all been settled with the resort. So it appears that the resort reported to BookVip that I was travelling as a group but didn't update them with the information about how things were settled. It was all just very frustrating and took up way too much of my time. The discount for this trip is ok, but certainly not worth all the time I have had to spend dealing with the issues related to this and the 2 hours I'll have to spend attending a presentation at a resort that I am not happy with right now. Oh, this is in addition to one time where I waited on hold to talk to someone at the resort to confirm my reservation (required process) for over an hour and no one answered. I will not be using this again and I even have another deal I bought as an add on to the first and I think I'm just going to let that be a loss rathe than deal with this whole thing again.

Really hard to understand the representatives and it was staticky over the phone. I purchased a vacation package with this company and paid for it in full last year. From the beginning I told the representative it was a gift for my parents and my 2 daughters. They were not able to go on the trip last year due to the pandemic. I called on today to finally book/make the reservation for their paid vacation.. First, I was told I couldn't make the reservation because I was not the one who was going to travel and the reservation was under my dads name (Yet, they had all my information, clearly states I paid for it and they knew from the beginning I wasn't going to be the one traveling); Ok, they proceeded to make the reservation. When the representative sends me the confirmed email with the detailed information regarding the stay, it's only booked for 1 night, mind you, the package was 6 days 5 night. I mentioned to the representative and he replied with "just accept and I'll fix it later". I asked for a revised email with the correct information, he sent it to me was not a happy camper to do so, by this time I'm already on the phone with the representative for 45 minutes. As we are ready to wrap it up, he advised that due to my parents age (63 yrs) they were not eligible to stay at the hotel I paid for. The confirmation email that I received never stated that my parents had to be a certain or specific age to "qualify" to stay at that hotel the package offered. The representative offered other hotels, my answer? Absolutely not! I want the trip (and hotel) I booked for what I paid. I asked to speak to a manager, I was in hold for quite a while, by this time I was already on the phone with them for 57 minutes. I didn't get to speak to a manager nor given a reason as to why I couldn't speak to a manger. I asked for a full refund. Let's hope they come through with my full refund and soon. Very very disappointed with this company. My family was so exited for the trip. Everyone, please be very careful when you make business or purchase a package with them.

Think before you use the BookVip. My story: I book with them, with multiple questions from them about the deal, you have to disclose your income, your title, your address, etc. Too many inquiries that make you go "HUH". After booking with them, I was told I was going to get a call within 72hrs confirming with the resort. I didn't get the call after 72 hrs. and then I call the resort myself about my reservation, resort didn't know anything about the BookVip reservation, then I immediately called my credit card company and call this a fraud. That call to my credit card company originated a domino effect of events that ended with a very rude person call me to let me know that the are going to win the dispute of charges. After I submitted my dispute of charges, the very next day I get a call from someone about my reservation and wanting to confirm my dates (person said she was from the resort

BookVip.com is a SCAM - BookVip.com is a SCAM - BookVip.com is a SCAM We are out of $755.75 dollars and never stepped foot on the resort. Where's my refund? I responded to an advertisement from BookVIP.com offering a minivac for "$599.00" to 2 to Cancun Mexico. I paid down $99.00 deposit. 1 hour later I paid the balance along with $16.00 Hotel Protection Plan. The total payment was $606.00. Within 10 minutes of purchasing, I received a call from the booking agent congratulating me on my vacation package. She on to ask me some questions regarding who will be traveling with me, what's our relationship status, what's out income, how long we've been together, I answered her questions and said to her that I felt the questions were intrusive and I said to her, we just want to go on vacation. The agent went on to explain that we would have to agree to sit in on a 90-minute timeshare presentation. Which was fine. I agreed to all the terms that was explained to me. Also, the booking agent explained that there would be a resort fee of 149.75 once we checked into the resort, no problem, I agreed. However, the fees were taken out of my account on 11/4. I followed everything that was explained to me. I received the confirmation letter that we would be staying a Grand Sirenis Riviera Maya Resort and Spa. Notes stated about 15 days prior to arrival you will be assigned a personal concierge to setup transportation from the airport to the resort and go over any offers that the travel agent mentioned verbally. I received an email on 11/7 to let me know who my personal concierge would be "Yazmin ***". On 11/11, I replied to the email with concerns that I have not heard from Yazmin and our trip is within a few days. Yazmin called me on Friday evening. We talked, she too asked very personal questions regarding my partner that I was traveling with. She asked me how long we've been together, she asked about our living situation, she asked how we met, she asked some strange questions, we were coming to their resort for vacation and to attend a timeshare presentation. She asked me if our government issued ID had the same address and I stated to her no, that was never mentioned nor is it in the guidelines that was sent to me. Ms. Yazmin stated to me that we couldn't come to their resort because of the address on the ID doesn't match and that we would have to prove that we've been a couple for more than 3 years. "She stated that we weren't a couple that we are just friends" She ended the conversation and told me to contact the booking agent and have them assign us to another resort. Our trip was booked from 11/16-11/21. I spoke with the booking agent all weekend up to 11/15 with no good results and ended up saying 11/15 "We would like to inform you per our resort partner your reservation is forfeited as you cannot provide ID with matching addresses" Fritz ***. This company won't refund our money. They wouldn't help in booking us a different resort. The supervisor told me that my situation was too difficult, and they couldn't help me and that the contract was forfeited.

Bookvip.com is a scam and fraud! In Jun 2020 during Covid BOOKVIP.COM advertises 5 nights 6 days Cancun Mexico vacation for only $99. No Restrictions, No gimmick, and I had 18 month to use it. So I booked it. I received a confirmation email with Itinerary #, Transaction status# and Transaction ID #. Comes January my friends and I decided to visit Cancun Mexico from February 24th to March 1st. I called bookvip.com to book the dates of my vacation. customer service Rep told me the dates are available and was little pushy on trying to sell me all inclusive package. I told him to reserve the dates as is and maybe later Ill call and buy the all inclusive food and drink for $297, the customer service representative that if I book it now I cant go back and purchase the all inclusive package... that it had to be all at once. The customer service Rep assured me that it wont be a problem to call back at a later date once I decide and he will leave a note that I called and will call back on a later date. February 18th I call again to confirm that I wanted the all inclusive package. This time a different customer service rep tried to convince to attend a 120 minutes timeshare presentation which I didn't want. She was asked me what I did for living and how much I made a year. I responded with I prefer not to disclose this information then she explained that's just for their records so I told her some random number that I made $20,000 a year and I work as a lube Tech, I figured telling her this will stop her from trying to make me to attend the timeshare which again was not part of what I purchased "No strings attached". After giving the Representative the information she requested she immediately told me "oh sir you have to give us 30 day notice to book your dates". I explained to her that I did give notice to bookvip.com which was noted in their system on January XX XXXX. I asked her to show me where does it say I have to give you 30 day notice on their website or the email confirmation I received when I purchased the deal? She responded with its in the terms and conditions which I "accepted" being he detailed person that I am. I went back to bookvip.com and asked the Representative to show me where are the terms and condition on the website which were not there that I allegedly accepted? She could not give me a straight answer and refunded the $99. True they refunded my purchase but I already paid for airfare, attractions etc costing me over $2,000 which are now non refundable. Buyer be ware of this Company and their false marketing representation.

I booked the hotel with Bookvip for 5 people in Krystal resort in Cancun, Mexico want my money back as the booking was cancelled for their own problem. We booked a hotel with the name of Krystal resort in Cancun, Mexico for a family member of 5 people on 03/12 by bookvip.com for a vacation at Cancun, Mexico and provided our information including my credit card information. Our travel reservation dates was 03/29 thru 04/03 for 5 nights and 6 dates. The day I booked the hotel Customer service associate with the name xxxxxext- 0170 who was helping me from booking VIP clearly mentioned that credit card will not be charged (just holding the money) until we travel to hotel at Mexico and there will not be any charges or cancellation fee if we need to cancel the hotel booking one week (which is on or before 03/21) prior to the hotel reservation day which is 03/29. As We did not receive any confirmation email/phone call of the hotel booking in 2/3 days and also When I saw that my credit card was charged for the amount of (USD 657.36) I made a phone call on 03/14 to find out the issue why I did not receive any confirmation email or so. She was a female, she was saying that we are a group of people travelling from Brooklyn, NY and kept asking me to change the reservation dates and hotel as well I explained details to the customer service associate and assured that we are not part of the group traveler, we are just the family members of 5 people. I told her that I have some work obligation and I can not change my vacation dates and also did not want to change a hotel. She kept refusing it to do thing they promised and finally I agreed to change hotel resort, but they were asking me for more money and offering the hotel (without name) that I could not find any information about the hotel in the website. Then on 03/15 I cancelled my hotel booking with the Bookvip customer service associates and asking for refunding my credit card money After a little while, Cancellation department from BookVip called me, and again I explained the whole history to that person, he also refused to comply what they promised. His name xxxxx and extension 0203 He cancelled our hotel booking on 03/15/2021and said the credit money will be kept as a credit for 12 months and open for future vacation within this time frame. He cancelled our hotel booking and said the credit money will be kept as a credit for 12 months and open for future vacation within this time frame. Please see attached below 2 pictures found from bookvip.com website as they advertised with free cancellation and no change fees.

I booked a vacation with BookVIP.com for a vacation to Cabo for which I paid $657.36. They are not letting me go for the vacation nor refunding money. I booked for a 5 night 6 day vacation to Cabo over a year back and paid an initial deposit of $99. My booking time to confirm travel dates was up to 12/31. I spoke with an agent in the month of October , who informed me that the vacation package had expired but I decided to confirm my travel dates with him that day and paid the total amount due, he could move forward with the reservations. Even though I was not ready, I picked the dates 3/26 to 3/31 so we could celebrate our 40th Anniversary and paid an amount of $558.36. On a closing note during our conversation, I did point out to him that he made me pick these dates with a sword on my neck. In the months to follow, we had to take a trip out of the country to perform last rites for my xxxxx who had passed *** earlier. On our return in January, I called the BookVIP number to move forward on payment of resort fees and finalization of travel plans. In the last two weeks I have spoken to at least 6 to 7 agents. I do not remember all their names, but I do remember the last lady named xxxxx and last week with xxxxxx. From all of the conversations, I got an impression that they were not inclined to move forward with my reservations and depriving me of my right to travel for this vacation. They were asking me questions with regard to my status and my wife's status and questions that made me uncomfortable. I did inform them that I was a senior and on disability and please do not deprive a disabled senior his right to travel on a vacation for which they had taken the money in advance and they had not asked any of these questions while taking the money. My wife is also on disability and likely to go on knee replacement surgery in the month of May and we have picked the surgery date so we could take this vacation before surgery. I must confess that I have been hesitant in providing information about our disability status. Because of my wife's disability status and her oncoming surgery scheduled for May 11th, she is not in a position to work full time and I have been hesitant in providing this picture. We were really exited about this trip and have been earnestly looking forward to it. All the information as stated above with regard to disability and upcoming surgery can be backed up with documents. Please do no deprive seniors with disability their right to be part of these promotions and enjoy their vacations as this will send a wrong message. Hoping for a favorable resolution and looking forward to hear from you. Thanks

Failure to comply with agreed upon resolution by company representative. On Saturday February 13th I booked the all inclusive package at the Omni Resort in Cancun Mexico for March 2nd - March 7th for a total of $761.40. The same day I booked my packaged I realized that my wife's Passport was still in her maiden name. With only 17 day to get this addressed we decided it was best to just try to cancel the trip. So I called the same number that I called to book the reservation and spoke with a gentleman about canceling my package. Not sure if I would be eligible to or not I asked him twice if I cancelled would I receive a refund. He answered yes I would, he took some of my information and the reason I was cancelling and informed me that I would get a e-mail verifying the cancellation and I would get a refund in 3-5 business days. I did get an e-mail almost 10 mins later verifying the completion of my cancellation. The next morning I went and changed my flights to another destination in the continental US so as to not waste the time off that was requested. Being with 24 hours of the original booking my flight change came at no cost. Still not sure about my cancellation I kept a weathered eye on my phone all of the 15th of February which was Monday and would have been the first business day after my cancelation waiting to hear if there was a problem, which no call came. On the 16th of February this morning I received a phone call in regards to my cancellation request. I called them back and I was informed that the gentleman I spoke with three days ago provided me with inaccurate information and that I am not eligible to cancel my trip but I could reschedule it. I tried to explain my situation to the representative I was speaking with but she insisted there was nothing that can be done. I did ask to speak with a manager but she informed me that she was a supervisor and the only person in the office handling the inbound request for changed to packages. I was upset at the disregard to my request as I did not ask to speak with a supervisor I asked to speak with a manager, this further showing the lack of customer service. I understand being in management myself that there as certain avenues management can take that other employees can not execute. But my request was disregarded as it did not hold enough merit in the for her to consider granting. However I do not want to reschedule I just want what I was told I could have which was a refund. If the gentleman I spoke with on the 13th would have told me he wasn't sure if I could cancel my trip or anything other than what he said I would have approached things differently and attempted to continue exploring other options. However I acted on the strength of that statement and subsequent e-mail I got stating I was getting a refund. Now having money spent to plane tickets which are out of the 24 hour period I am backed into a position of having lost time and money based on information provided to me by a company representative.

I was offered a full refund by one rep on 12/26, then I received a phone call from another rep on 12/27 saying I would not be receiving a refund. On 12/25, my boyfriend gifted me with a trip to Jamaica for my 40th birthday. Because of a past positive experience we had with BookVip.com, I immediately went to their website to book our trip. During the booking process I misunderstood the terms and booked a stay that turns out to be an affiliate property of a property we previously visited. On 12/26, I received multiple calls from a rep named *** informing me of my violation of their terms and the consequential cancelling of my reservation. He told me he would check their inventory to see if there was another property in Jamaica he could book me at. Upon finding out there was nothing else available, he apologized and said there was availability in Mexico. I told him I was not interested in going to Mexico and asked if I could receive a refund instead. I was placed on a long hold and when *** came back he informed me that he had spoken with his Supervisor, and that his supervisor has authorized a full refund to be issued in 5-7 business days. I told him thank you and I hung up the phone. I found another trip online and booked that trip instead. On the morning of 12/27, I received a very aggressive call from a supervisor in the Cancellations department named Jenn, telling me I would not be receiving a refund despite whatever I was told yesterday, she was a supervisor, *** was not and he had no authority to issue a refund. The energy from the call was too much so I immediately hung up. I thought about it and called back, only to be transferred to Jenn again. She over-talked me, said she had reviewed the recording of my booking and explained that I violated their terms and I would not be getting a refund. She told me that their financial department had flagged my booking as non refundable and it would not refunded. I was devastated. Now we were out of more than twice the amount we originally intended to spend because I was told by a rep that we would be receiving a refund. After taking a few days to cool off I called back and actually had a conversation (not a screaming match this time) with *** I was able to explain the situation and she seemed to express empathy for my situation. I explained that had *** not promised me a full refund I would have never booked another trip now putting us out of an additional $2414. It may not be a lot of money to some, but it is a lot to my family. During our previous screaming matches *** mentioned she had listened to the recording of my booking, I strongly encouraged her to also review the multiple conversations I had with *** particularly the one in which he offered a full refund that took place between 3:24 pm - 4:00 pm on 12/26. After reviewing the calls *** called me back and said because of her pleading my case to the owners they were going to issue a partial refund. I explained to her that is still unfair because now we are suffering an $1100 loss due to an admitted error made by their rep. The BookVip.com website prides it's company's integrity and I feel this is a direct contradiction. As a successful corporation it should not be a huge issue to refund the $1100 dollars still owed to my family per the word of one of their reps. Had *** have never offered a full refund on a recorded phone conversation this would not be an issue. I have sent multiple emails to management which still have yet to be answered.

I have never received my refund April 19th I purchased a trip payment plan of 599.00 I made a deposit of 99.00 and then 3 payments of 125.00 totaling 474.00 over the course of 2months. In June my account had fraud on it so I had to close it because of that.. I contacted bookvip to inform them of that information because my last payment of 125.00 would not go through due to account being closed. Associate told me not to worry that I can call anytime to make my last payment. A few months gone by and with the pandemic I've run into a really hardship time. I called bookvip to now request a refund as I now did not know when I would be able to travel as well I needed the funds from being out of work and not having any other means ... when I called sept 17th the associate told me refund would be processed however he did inform me to which card on file it would be refunded to and by this time with everything I was going through I forgot that i had used my chase account for the purchase however right after I hung up with the associate who told me it would take 3-5 days to see my refund I immediately called back to inform them again my account was closed and if they could direct the refund to my open account... the girl told me she would send a message for it to be done ... the next day I called back an was informed the refund was already processed and that they couldn't stop it from going to closed account. They also told me that it showed them the refund went through to the closed account and I had already received my money (which was false because 1.account was closed 2. How could I have already received the refund when they stated it would take 5 business days to reflect on my account) so since sept 17 I have been calling them everyday to see if they were able to see the transaction has been rejected yet each time I've called they've given me the same answer that the transaction has already gone through without ever even making the effort to go a step further and seeing on their back end the transaction being rejected I know for a fact they should have already been notified that the transaction did not go through I have worked at a bank for over 10years when an account is closed anything that tries to go through it will be rejected! So I have gone the extra mile calling them calling the bank getting verification from the bank that my account is closed has been closed since June and there are no current deposits or transactions made to it since June . At this point I feel bookvip is using and abusing my Situation they assure me they will call me with update and never do. They told me to send in proof which I did and they didn't even do anything with it the first time I sent it I had to send it again after already waiting weeks of them pretending they were researching my request. They have lied to me numerous times they have given me same generic response they have given me these reference numbers that cannot be verified by my bank I have requested numerous times to speak to there finance department who they say they can only send emails too which is odd they don't have a number for them everyone I have spoken to is foreign which is frustrating because they don't seem to understand or comprehend that transactions cannot go through to a closed account and even if they did attempt to process the refund they should also then be able to see check verify some way that the transaction has been sent back it's very disheartening to have to fight for 474.00 during a pandemic with a company that now seems like a scam an is purposely using my situation to take advantage of an not have to send my money to correct place

Fraudulent Charges, refusal to refund & although I insisted on paying for insurance over the phone, email said that I declined insurance. I first became of aware of BookVip on FB. I saw a deal online and put down a $99 deposit and chose to pay the extra $16 for insurance, a day or two later I called back and wanted to change destinations, the rep refunded my $99 for that deal and then charged my card another $99 for this trip. I insisted on getting the insurance for this trip, but the rep insisted that the insurance was included and I did not have to purchase it. He said that due to covid19 everyone was getting free insurance and could cancel at anytime, but when I got my confirmation a few minutes later, it said that I had "declined insurance". I called Book VIP and said right away that I did not decline insurance, in fact I had insisted on having it, they said they were sorry but they could not change anything since it was already done but the representative assured me that due to Covid19 the insurance was included. The next day, I received a text from Capital One stating that I had fraudulent charges on the credit card that I had used for the deposits with BookVip. So, I'm feeling a little uneasy about BookVip but I'm just thinking, maybe there were a few small mistakes or something, because after all they advertise that they are accredited by the Complaintsboard.com right? Then because I am OCD, and I start looking into the place I've booked and see a new place I'd rather go, I call back and change my destination again and I pay in full for this trip using my Austin Bank card and once again I insisted on insurance. I let them know that the last time I insisted on insurance the email stated that I had "declined insurance". Oddly it seems that the only way to actually get the insurance is to book online and not go thru a representative, however you can only cancel or change your booking by calling them. Once again, I am assured by the representative that insurance is free and included. But again, my email says that I declined the insurance. Then 2 days later, my bank freezes my debit card and sends me a fraud alert, sure enough, another card that had to be canceled. By this time, I'm very nervous about BookVip and I realize that it is no coincidence that both of my cards were hacked after booking with them. I have gone back and forth with them, I've ask for a refund and told them that I do not feel comfortable about booking with them and I want a refund. They are refusing to give me a refund and insist that I signed a contract and they will give me "credit" with them, feeling exasperated I tried booking another couple of trips,however one of the representatives tried to say that I would not the $99 I paid for deposit credited to me, after I had been told by previous reps that it would, I argued with her and finally she said, Oh sorry that's my mistake you are right about being credited the $99. Feeling back in corner and ripped off I finally called them back today and just said you know," I just want my money back because I just don't feel comfortable with your company". Again, I'm told no refund and they will send my reservation to their cancellation department, as they told me before when I first ask for a refund and told me that I would be contacted with in 4 to 8 hrs. They never called me back the first time and they did not call me back today. This company is scamming people when you call in, insisting that insurance is included. One representative even told me that insurance was not available for the trip I booked because it was included. This company did not add the travel insurance that I insisted on having when I made reservations over the phone. This ensures that they keep your money whether you take a trip or not. This company compromised my credit cards.