Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 6, 2025, I pre-paid a trip via BookVIP.com for a total of $606.00, which included $599 for the stay at the Grand Sirenis Riviera Maya and an additional insurance fee. After receiving a confirmation email, I was instructed to call a provided number to finalize the booking. However, upon reaching a representative, I was informed that the selected resort was unavailable for my desired travel dates. After some discussion, I was offered an alternative resort, Palmar Beach Resort, which I accepted. I was aware at the time of booking that the promotional price for this resort on BookVIP.com was only $200, not the $599 I had originally paid. I addressed this with the representative, who assured me that the $606 charge had not gone through. I was also told that if it did go through in the coming days, I should call back for a refund. Despite these assurances, the full $606.00 was indeed charged to my credit card. I also paid an extra $346.56 to the Monster Reservation Group to cover additional fees. Since then, I have made multiple attempts to resolve this issue, including emails on 2/10, 2/24, 2/27, 3/7, and 3/10, as well as multiple phone calls to the Monster Reservation Group. Each call required a wait time of at least 1 hour. Each time I reached a representative, I was told that a supervisor would approve or approved my refund. However, to date, I have yet to receive the refund, my emails go unanswered, and my phone calls result in no more than reassurances without follow-through. I have been patient and reasonable in my request for a refund of the difference, as the original resort was unavailable. Instead of simply reimbursing the price difference, representatives have assured me a full refund of $606.00, yet I am still waiting for any action to be taken. My request is that they honor their verbal commitment and process a $606.00 refund immediately.

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/27/2018 I booked a 5 night Mayan Palace Riviera Maya vacation package on BOOKVIP.COM. We had 18 months to book our trip and our plan was April of 2020 for my friends birthday. I reached out in March of 2020 to inquire about booking for April and was told no bookings because of covid. I was told they would extend our booking and we would receive a email when they were able to start booking again. After not receiving any info I tried to call and could never get anyone on the phone. Finally I got ahold of someone and was told my package had expired but I could renew it for $150. I was like that was not what I was told before and I would like to speak with a manager and after arguing with the booking rep was disconnected. I have called a few other times and got no where with it. The last time I was able to speak to some one in spring of 2024 I was told covid was a act of god and they have no control over it and I lost my money.

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an online bacawith this company for 199.00 to New York City. I read after that it was only for two instead of the usual four family members. They have a 3 day cancelation policy. On day 2, I called the company to cancel this vacation. The lady representative told me that she would refund my money. No refund posted to my credit card within three days after the call. I recalled the company. A representative named **** said that they do not refund cancellations and only post credits on the accounts. He said he would offer me a vacation in the pocanos and transfer the $199 but it would only cover a portion of the new vacation but that i would have to now give him mandatory governmental fees which would be another $100 to $200. I said no and that I just wanted my money back and refunded onto the card. He refused and said that the company does not ever issue cancellations and refunds. The website promises 3 day refund/cancellations. Then, i called their actual cancelation/refund line that I found. It has been busy ALL day. Several attempts were made. I dont believe it is legitimate. I just my $199 back and refunded back to my card.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:06/20/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:04/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:04/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:01/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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.