ComplaintsforBookVip

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I have attempted to book with Krystal Resort Cancun for a week now and I keep receiving message "transaction was rejected by gateway". I have tried several credit cards and email addresses, but I received the same message. I have tried on my laptop and both my wife's and my phone. I also had my son (located in another state) try to no avail. I spoke with a customer service representative, and he could not assist me or accept my payment. He advised that I could select another location that would take my payment directly (at twice the fee). I used your services in 2017 and ended up purchasing an even year plan with the Villas Group and I know this is a legitimate site. We want to tour the Krystal Resort, but I am suspecting this is not a legitimate location or this is a "bait and switch" to have your customers book a more expensive location. Funny that I see my name and location in the lower left of the screen saying that I purchased 18 hours ago "verified by proof" Obviously, this is not true and this needs to be resolved. If BookVIP contacts me to resolve this mater, I will be happy to delete of modify this review.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  June 8th 2024 I booked a car I arrive to nyc on June 26th to the pick up location I didn’t receive my car I was told call my third party I did I was also told I will be refunded I never did I can’t let me $438 go like that I have a lawyer on standby

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a 5 night trip thru BookVIP for two people to Mayan palace riviera Cancun for $99.00. They gave us 24 months to use the trip. After paying for the trip I started receiving emails and calls from representatives saying that I could pay an additional $297.00 and receive an all inclusive package for two people at the resort we were staying at. The challenges of Covid and flying put us right at the 24 month mark of booking the trip. When I called to book the trip I was told the Mayan Palace Riviera was not an all inclusive resort. I explained that wasn’t what I was told by the representative and that he talked us into paying for the all inclusive and what a great deal it was. They tried to have us settle on a cheaper hotel in Cabo. The representative told me to look at packages on their website that were $297.00 or under. I told her that the $297.00 was paid extra for all inclusive, that I paid $99.00 for five nights and shouldn’t be using the food and beverage package for my nightly stay. Well - they didn’t want to budge and eventually I received an email after requesting to speak to a manager, that was from monster reservations group, saying they have partnered with book vip. Another email with the name Arjay M****** that only had three question marks ???. From this point forward you could not get a person on the phone, and couldn’t get any response from customer care. I feel like they have stolen my money. They just took my $99.00 and sent us on a search to find a package for a five night trip for two at $297.00 or under - with money was supposed to pay for our food and beverage during our 5 night trip.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  August 21, 2020 I purchased online from book vip.com a vacation package that stated the deal will never expire no change fees and no cancellation fees for five nights in a luxurious upgraded Suite 4 times the size of a hotel room including unlimited meals, drinks and alcohol with a $500 activity credit and a $300 book VIP credit. The total package amount was $615 with a $99 down payment and four equal installments of $129 which was paid. you can no longer reach anyone by the phone number that is listed. Everything must now be done by emails and online. I emailed multiple times back-and-forth with **** ****** a representative from bookvip.com first he told me that my package had expired and I informed him that the deal said it never expired. He proceeded to tell me that none of their packages say that they never expired and I forward him a copy of the screenshot of my package that stated that it never expires then he said that they could no longer do the $500 activity credit that I had purchased and that the price had changed and gone up to $699. I again informed him that I had paid the total price which was $615 and he stated that the hotel protection plan that I had paid of the $16 could not be credited. That for what I had paid they could credit $599 toward another package. Their 5 night package was now $699 and did not have the$500 activity credit and was only 4 nights not 5 that was in the package I purchased. it was a different package now. The package I purchased specifically says that it never expired along with no cancellation fees. He then went on to say that I would have to pay the difference for four nights that I would only get a credit for $599 and owe another $129. My package was for five nights and already paid now he is saying I can get four nights but pay another $129. I ask specifically if there was any additional taxes or resort fees before I agreed to pay the $129. After paid additional reservation specialist says another $400+ now must be paid

  Customer response

  05/02/2024

  I hope this will be reflected on their BBB rating since their rating was one of the reasons I trusted them initially. I have come to find out this seems to be a common practice of this company.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 24th 2023, i bought a 6 day, 5 night trip to the Grand Sirenis, Riviera Maya, Mexico through BookVIP.com Our expected dates that we wanted to go were between October 19-October 27th. After several emails and several phone calls between December and April, on April 3rd 2024, i was finally told that those dates became available. As i went to book those dates, i was notified that all the additional fees were $449.66. I had already paid $606.00 to book. I did not want to pay an additional $449.66. I was aware there were resort fees, but $449.66 is a little crazy. I then stated that i would like to cancel the trip and get refunded and was told they do not refund, it just goes on a credit on account. I asked for a supervisor and was told that they can not connect me to a supervisor as their phones dont transfer. I have no plans on using this company again and now they have my money.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vacation package on 1/4/24 to the Grand Oasis Cancun for a trip in Feb '24 for my husband's 40th birthday. Before we bought the package (within 10 minutes before purchase) we were assured that our dates of 2/6-11/24 were available. We purchased the package and received an email confirming the purchase and the confirmation number ******. The email advised to call back to confirm the dates so we called and did so to the number listed on the email. We asked that they add our 8 year old son also, and they said that they would. I signed the T&C form and confirmed that they had received it on their end. They told us that we'd receive a confirmation call/Welcome Call from the hotel within 2 weeks and would need to pay the taxes/fees of $29.95 per night. We waited 2 weeks and got nothing. I called BookVIP and was told that I would get confirmation 2 weeks BEFORE the trip (which isn't what we were told initially). I called the hotel on 1/22/24 and was advised that they couldn't find my reservation and to call BookVIP. I waited until 1/23/24 (exactly 2 weeks before the trip) and called BookVIP customer service ************ again and was advised that they sent an email to the hotel on 1/18/22 (after my initial call to them) and was advised that they would contact the hotel via email urgently, again. I waited 2 more days and called them again, only to be told that they can't find my reservation. I then called the phone number that was on the reservation confirmation again and was told that my reservation wasn't confirmed because I didn't pay the taxes and fees. I advised the rep that I wasn't asked for them in my initial call when I gave the dates I needed. I also advised her that the wording of the T&C's said that I would receive a Welcome Call, which never happened, and I would pay then (or at the hotel upon check in). I was advised that now my dates were gone. She made it seem like we should've paid the taxes/fees in the initial call but we were never asked! We haven't even been asked for them yet! We've already bought non-refundable tickets for flights so we have to go to Cancun on those dates. She couldn't help with that part so I asked for a refund because we'd have to go outside BookVIP to schedule now, since we have non-refundable flights. She advised that we were unable to get a refund but didn't clarify why. She advised that she would attempt to contact BookVIP for me. After speaking with her, I attempted to call the customer service line at BookVIP again ************ and the line would go dead (again). I would like a refund as BookVIP didn't hold up their end of the business arrangement. I called within minutes after purchasing and requested my dates, signed T&C's and did my part. Now I'm being advised that my dates aren't open for Cancun. I request a refund as I can't wait any longer. I've done my part. $515.00 is due.

  Business response

  02/07/2024

  The customer has been successfully refunded. Date: 01/31/2024 1:52:59 PM CSTTransaction ID: **********Transaction Type: Card RefundAmount: $-515.00

  Customer response

  02/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid a reservation for an all-inclusive vacation with bookvip.com and paid a total of US$396 on May 04, 2021. Bookvip.com said the reservation has no expiry date and I as the buyer can book it anytime at any of their hotels in Los Cabos or Cancun as soon as the travel restriction has been lifted. So when the travel restriction was lifted, and it was in December of 2022 I immediately called them on their 1800 number and spoke to their travel agent. The first travel agent I spoke was named ***** ***** and she was very confused about their policy if I, as a single/solo traveler will be allowed to book for this vacation at any of their hotel and went on to say she will have to consult with her manager about it. Also she said that if nothing works for me she will issue me a refund, no problem. She promised to call me back after 30 minutes but that promise never saw the light of day. I called them again in September of 2023 and this time I spoke a male travel agent named ****. He was very rude to say the least and he hang up. I called them again and spoke to ***** and she promised to find a resort that will allow to book me. She said she needed to do a research and will have to hang up and call me back in 15 minutes. She never called back. I call them again and this time spoke to *** who said I will qualify if my yearly income is over eighty thousand CAD. I confirmed to him my income is a little higher that that amount. He then said I could quality as a solo/single traveler and went on to email me the terms and conditions for my e-signature. Once I have I have finished signing he said he made a mistake and that I am not qualified to book. I said it's okay if I am not allowed to book for this vacation and just do a refund on the full US$ 396. He said it's not a problem and I will be refund for the full amount. He then gave me the email address of the person in charge of the refund. The person's name he gave me was Ms. ********* and her and I were exchanging emails since about July (am not so sure of the month but I can locate the thread of our emails) and she vehemently said they will not issue a refund to me.

  Business response

  02/02/2024

  Our reps advised the customer that their reservation was not valid for a refund however the customer could hold the reservation as a store credit or transfer the credit to another user.  The customer agreed to transfer their reservation purchase to another individual to use as a store credit.  Please see details below

   

  10/06/2023 - ******* ***** - called cx to verify if he agreed to transfer the $396 store credit to his friend ******** ********* and he said yes, we only need to wait for the call from her friend again - Ticket Status: Solved - ********-- 
  
  10/04/2023 - ******** ********* called and she said that she will inform ****** ******* to transfer the store credit to her and she will call us back once she is ready to set up her date at KRC because she still need to check again the date that they wanted to book - if she cannot use it, she will ask her son ****** ********* who is married with 2 kids to use it - ********--

  Customer response

  02/05/2024

  Good morning Business Bureau,

  The response from BookVip citing the previous desire of my friend ******** ********* to buy the store credit of $396 USD from is null and void as she, ******** was advised by the resort to purchase her and her son's vacation reservation directly with Crystal Resort as it was the easy and definitely not complicated way of doing it. ******** ********* knew this all along and she was adamant not to give me a refund in spite of her knowing the store credit transfer fell through. Right now I don't have anyone to transfer the store credit to and left with no other option but to have the full refund of $396 USD. 

   

  Thank you,

  ****** *******

  Customer response

  02/16/2024

  Hi BBB,

  I responded to the response of BookVip and made it clear that they don't have the intention to do me a refund of $396 USD and if they're saying I have a store credit of same amount with them I still can't use it due to their policy that no single individual is allowed on any of their hotels. I am so disappointed that you have closed this case.

  Customer response

  02/17/2024

  Hi BBB,

  I just found the email ******** ********* of BookVip cancellation department sent to me saying that no single Canadian person can be qualified in their promotion, meaning that even if I have a store credit I still can not use it with any of their properties.  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased four vacations with BookVip in the summer of 2020. I attempted to use two in 2021 and was told I could not due to the pandemic. I understood. However, I was told that the length of usage has been extended because of the situation and I can use it in the future. On another occasion, in early 2022, I called in to use one of my vacations but was told the requested time was unavailable. At this point, I felt like something was off. I requested a refund for all of my vacations and was told why they couldn't do it and how it was my fault that I didn't use my trips. Towards the end of 2022, I started getting calls from Monster Reservations Group saying they were a partner of BookVIP. They tried to sell me a vacation. I almost bought it but then I asked, what about all that $1153 I spent with BookVIP. Can that be used to pay for the vacation? They said no. I asked what about that money I paid. I was told by MRG that I have a credit but I can't use it. This makes no sense to me at all!!! Fast forward, I reached out to BookVip about my credit and vacations, there is no one to speak with over the phone. However, there was someone when they took my money. How can these business get away with unethical business practices like this??? Taking money for a product or service and not rendering said product or service is unethical. I'm looking to take a vacation next month and can't use what I paid for. Its a shame!

  Business response

  11/14/2023

  On 11/2/2023 this customer was contacted to update their file due to the store credit that they have on file with BookVip of $1153.00.  Customer phone number was updated & 2 email address were validated. While on the phone the customer requested a refund however was explained to that the package price was past the refund time frame but retained a store credit to be used on his  packages or transfer the credit to someone else. The customer didn't want to listen & kept demanding a refund. Customer told our our rep to have a good day & ended the call.  The customer has a store credit of $1153.00 which can be used. 

  Customer response

  11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: your recounting of the phone call failed to mention that I stated I attempted to use my vacations twice on different occasions and was disallowed. The phone call was not to hear my unsatisfactory experience and offer assistance. It was to verbalize their policy while simultaneously offering no helpful solution to my plight.

  Furthermore, a store credit in any amount is not valuable to the customer if he/she has been prevented from using it and also finds no integrity in the store. 
  

  Pleasure issue me a refund. 

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sunday June 25 2023 I purchased a package on book vip and received a email confirming trip and to call back and schedule dates. On Monday I called book vip or number on email and tried to schedule but all my dates were not available which I requested to cancel on that same call. Representative told me cancellation request was started and I should receive a email, no email was received so I called back the next day and No cancellation was found! I got a call from a vip representative and stated they were calling to schedule dates at that time I told him I had requested a refund already he stated he didn’t see that and would process it himself! Still no cancellation and I called back in today June 29 and was on phone over 2hrs and asked for mgr and no one could find my booking!!? I sent the rep screenshots of my email confirmation and debit from my credit card! But no refund or anyone even acknowledging my booking

  Business response

  07/01/2023

  Customer has been refunded Date: 07/01/2023 7:00:48 AM CDT Transaction ID: 8491330117Transaction Type: Card Refund Amount: $-599.00

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 17 I called and spoke with **** ******** who booked me and my family a vacation to Orlando Fl from 6-28 through 7-2-23. I then signed the terms and conditions and awaited confirmation. From June 17 through June 26 I received nothing. I called and spoke with ****** another supervisor who told me if things didn’t fall through with me getting the confirmation because it takes 7-10 days he would issue me a full refund. Well that didn’t happen so Mananger ** got in touch with me on Monday and stated Calypso Cay had no more availability 2 days before our departure, and he would accommodate us with another location. Today is June 29 I have not heard anything else from ** I have called everyday since June 26 and all the agents advise is they’ll create a ticket and he’ll call me back. He won’t, He hasn’t! I have a $270 credit that I am attempting to finally use and they won’t allow me to this same thing happened in April around my 7 year anniversary and they just played around. This morning I called and said okay so now I would like to book something for September 1st through 5. They act as if I’m speaking another language and have to create a ticket just to get me off the phone. I don’t want a vacation just refund me my money if they can’t book me something that I can attend this is the 2nd vacation that has been ruined by there poor **** of a company!

  Business response

  07/01/2023

  This customer has been escalated to Monsters Reservation Group.
  
  
  I spoke with one of their superiors yesterday and after my call, they spoke with ****** and according to MRG they were not able to book as the 2 bedroom she requires was sold out for this week.
  
  
  Today; A minute ago, I called and I spoke to one of their Guest Services Managers to inform them of the complaint - I requested to give a call to the guest to set dates in September and if they could provide a compensation to the guest because of the uncertain details on her file in Monster's end which they call do the outbound shortly to the customer.
  
  
  After a phone call with MRG, I spoke with ******, I advised her of the same as well and who was also now educated on how the store credit works and that it will be used to purchase a hotel/resort within BookVIP.com.
  
  
  However, she will withdraw the complaint once resolved.

  Business response

  07/11/2023

  The $150 is a mandatory security deposit that will be released at check out date and the $270 is the remaining credit that we'll be used for her future hotel.
  
  
  
  I explained this to her multiple times from the day I spoke with her and she understood the procedure.

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I completely understood what you’re saying! What is the issue with BookVip not wanting to personally schedule my vacation! I should NOT have to go through monster and pay the one dime when I have a credit
  
  Sincerely,
  
  ****** *************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩