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:04/03/2023

  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 brought a package deal from bookvip in 7/6/21 in the amount of $292.57 it was for 8 people and I also would receive 8 water park tickets I had until June 2023 to book my trip.I 1st booked a reservation for August 13th 2021 I was unable to take that trip because my 14 year old grandson went into the hospital on August 5th 2021 he has sugar diabetes I had to cancel that reservation. I then had called back bookvip in January of 2023.to book another reservation I was informed by Ms. **** **** that bookvip could not accommodate eight people they only could accommodate six people and that they couldn't accommodate me with my dates. I then called back on March29,2023 to make another reservation for August 11th to the 14 2023 I was informed by **** ****** her told me that this trip was no longer available and that the money I paid can be used for another time with available hotel or resort I would have credit in the amount of $292..57 I just want a full refund

  Customer Answer

  Date: 04/03/2023

  I have another piece of evidence Mr. **** ****** sent me

  Business Response

  Date: 04/10/2023

  We have attempted to reach the customer via phone by the number provided through their file & through the Better Business Bureau however all attempts have failed.  An email was sent to the customer in hopes of contacting them to resolve this issue. 

• Initial Complaint

  Date:03/14/2023

  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 booked an ALL-Inclusive trip with BOOKVIP to stay at Villa De Palmar resort in Puerto Vallarta just before COVID. Both the resort and BOOKVIP were answering my questions throughout the early covid period. No one knew when and how the covid situation would resolve. But I couldn't risk taking my young ones for a week to Mexico until we felt safe. Now that the family is fully vaccinated, we have been planning to take this much delayed trip. But neither BOOKVIP (nor the resort) is responding my emails/messages/phone calls (i have tried on their website and facebook and instagram). The Itinerary # is ****** The Transaction ID # is ********  I was looking to make this trip all this time. But frankly, at this point I would rather just have my refund ($99+$199 all inclusive ugrade = $298 USD) Thanks, Name: **** ******** Phone: ********** Email: **********************

  Business Response

  Date: 03/29/2023

  On 3/24/2023 Customer service attempted to reach the customer via the phone number & email address provided to discuss the issue however we have yet to make contact with the customer. 

   

  Customer Answer

  Date: 04/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Bookvip has contacted me and given word that my trip will proceed as planned. I am just waiting for confirmation from the resort, which should happen in May, according to Bookvip.

  This resolution is satisfactory to me. As long as there is no hiccups along the way, I wouldn’t need to re-open this case. I appreciate your help BBB and also thank you Bookvip/******** for reaching out to me after my post.

  Best,
  **** ********

• Initial Complaint

  Date:03/13/2023

  Type:Delivery 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.

  My wife (******** ******) and myself (******* ******* booked a 6 day/5 night vacation through BookVip to stay at the Grand Sirenis Riviera Maya Resort in Riviera Maya Mexico. We checked in on 1/28/23 and checked out on 2/2/23. Our confirmation # with the hotel was 2022--77816. I was contacted by ***** - no last name from BookVip via a phone text from 407-942-2250 on Saturday, January 28th at 2:20pm AZ time stating if I did a video review of my trip I would receive a $500 Hotel Savings card. I let ***** know via the same text phone number on Monday, February 6th at 12:10pm AZ time that I uploaded my video to the BookVip site. A Tracy Jamelo from BookVip responded on Friday, February 10th at 9:44am AZ time that she was happy to hear that I uploaded the video and that a $500 Hotel Savings card was sent to my email address at: [email protected] I reached out to Tracy on Tuesday, February 21st via the same text number at 7:50am that I still hadn't received the hotel savings card and I included my email address again. On Sunday, Feb. 26th at 10:15 am Tracy responded by saying that she resent the hotel savings card again to me. On Wednesday, Mar. 1st at 12:35pm I reached out to Tracy again saying I still hadn't received my hotel savings card. This time I didn't get a response from her. So, I reached out to Tracy again stating I still hadn't received my hotel savings card. As of, Monday, March 13th I still haven't received a response or my $500 Hotel Savings card. The BookVip website does have my name on it saying I had a good time on my vacation through BookVip. Also, I sent an email on February 23rd, 2023 to BookVip Customer Service and Management about my card I have done everything on my end for this $500 Hotel Savings card but BookVip hasn't kept their end of the bargain. I feel this a bait and switch tactic that BookVip uses to con customers to upload these types of videos and comments saying nice things but then blows customers off after they are done doing it.

  Business Response

  Date: 04/03/2023

  The Hotel Savings Card voucher was sent to the customer last 02/26/2023, with this email address: ***************.  Customer needs to check their junk/spam mail to confirm receipt of the voucher.

  Business Response

  Date: 04/07/2023

  This case has been resolved with ******* *******
  
  
  Spoke with him and sent the 500 HSC during the call and it was successful. Advised Mr. ****** to message BBB to resolve the issue.
  

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19611188, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/07/2023

  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.

  On 1/14/23 I booked a vacation to Dominican Republic, but we did not set a date or go on the vacation. We are supposed to have until 2024 to pick a date. I found out afterward that the company I work for is being bought out and I was not sure if I would have a job. I called on 1/21/23, 2/4/23, 2/18/23, and 3/4/23 asking for a refund. Each time I was promised that I would receive the refund within about a week, but as of today 3/7/23 I have not received a refund.

  Business Response

  Date: 03/23/2023

  Customer has been refunded back to their original form of payment Date: 03/23/2023 4:13:55 PM CDTTransaction ID: **********Transaction Type: Card RefundAmount: $-515.00-Finance
  
  

  Customer Answer

  Date: 04/01/2023

  
  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:03/03/2023

  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.

  Original Date of Purchase 05/29/2021 - 5 nights in Punta Cana for $99 plus purchased additional add on All Inclusive for a total spend of $248. It took FOREVER to try to get a reservation set with them - They told me they would send a letter, no letter arrives, people don't call me back. Finally have the reservation set, but then had to cancel on 9/27./22 Received email from BookVIP that have 12 months to set new dates. Decide to rebook with them and call the number on the email from BookVIP and it is a constant loop that just says to use their website. My husband does some checking online and finds a different number - I call multiple times, calls get dropped, finally get through to somebody who says they cannot help me because "I've already signed the T's and C's" and they put in a ticket. Start email process with representative ****** ********* and it's going nowhere. They sent me an email Friday afternoon that they would be back in the office Monday morning - I've sent them two emails since Monday and absolutely crickets. I've requested multiple times via email to set up an appointment for a phone call and they fail to even respond to this request. This is a horrible company to work with and I have NO faith at all in them to provide what I, in good faith, have paid for. Requesting refund in the amount of $298 so that I can put this nightmare behind me!!

  Business Response

  Date: 04/03/2023

  This complaint has been resolved.
  
  I spoke with ******** ******* and booked her to VDP Puerto Vallarta.
  
  

  Customer Answer

  Date: 04/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19611167, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/02/2023

  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.

  On August 12, 2022 I purchased a trip through BookVIP. I paid $396.00 for it (see the attached credit card statement). I attempted to book the actual trip in September and because I was traveling with a friend they stated I could not travel. I've made 29 phone calls to them trying to get my money back to no avail. I've been hung up on and placed on hold for over 2 hours only to be given the run around. All I want is my money back!

  Business Response

  Date: 03/29/2023

  Customer has been refunded Date: 03/29/2023 3:08:55 PM CDT Transaction ID: **********Transaction Type: Card Refund Amount: $-396.00

  Customer Answer

  Date: 04/01/2023

  
  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:02/15/2023

  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.

  In 2021, I received a phone call from a BookVip sales person offering me a vacation package from BookVip for $159 that included a 3 night stay at Tahiti Village in Las Vegas, 2 show tickets and a $100 resort credit, in addition to $300 BookVip credit towards future travel, and that I had 18 months to use the package. I specifically asked if this required I sit for a timeshare presentation and was told no. When I went to use this package in Nov 2022 I was told something very different from what I was originally told. I was told by BookVip that this package required I sit for a timeshare presentation, and I was told by Tahitti Village resort that I was not eligible for any gifts, such as noted above (2 show tickets and a $100 resort credit). I complained to BookVip and was originally told I could get a refund, but then when I called back and spoke to someone else, I was told that I was not able to get a refund. I also complained to Tahiti Village, but they referred any complaints back to BookVip.

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 5, 2023/03/02) */ Customer has been refunded via check Refunded by check #2729 $159.00-Finance Consumer Response /* (2000, 7, 2023/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service 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 paid Book VIP $599.00 for a 6 night 7 day vacation in the Cayman Island. They tell you to call 877-744-8992 to book your dates and get info on your trip. I have tried that number and 888-845-0602 this number and neither one works. I finally got an email from ******* ***** who dodges my question why I can't reach anyone. He has told me 3 times that a representative will call me and it's been a week now and I can't reach anyone and no one will call me. I need to firm up my travel dates and get information from Book VIP and I have received nothing. Today I emailed and said after a week if I don't hear from someone today I want a refund of my $599.00. I still get no response. I am losing confidence that this is a legit business. If they can call me and get my trip firmed up I won't request a refund but no one is getting ahold of me so I would like a refund.

  Business Response

  Date: 03/29/2023

  As of 03/25/2023 the customer has been contacted by customer service to confirm their reservation and the customer reported that everything was fine. 

  Customer Answer

  Date: 03/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19611105, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/22/2023

  Type:Service or Repair 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.

  Paid $500 to company and never was able to use it. Can't contact anyone over the phone. Terrible business.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2023/02/03) */ Resolution: cx wants to change a resort. We guided her to our website to look for a property that she can use until 5/10/2023 if can`t proceed when it expired she needs to settle the price difference and the store credit of the cx $532.86

• Initial Complaint

  Date:01/19/2023

  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.

  In July of 2020 BookVIP was offering a vacation package that, due to Covid lockdowns, it was advertising as never expiring. We decided to purchase the package with the thought that we would schedule the vacation when Covid was over and it made sense to travel again. We called them last year to attempt to schedule the vacation but they said everything was booked. We then called them this month to schedule a vacation for January of next year. It was at this time they told us that the package we purchased because it was advertised as never expiring had, in fact, expired. I even sent them screenshots of the Facebook advertisement that stated it wouldn't expire but they stated the receipt we received mentioned it expiring in 24 months. The receipt, however, only mentions 24 months in an add on package you can purchase that we did not choose to purchase and was immaterial because the package we purchased was advertised as never expiring. I even spoke with an escalation member that refused to honor the package or refund me. The only thing we were offered was to place what we paid towards a package that was now more expensive and would require more money from us or a lesser package for the same price. That's no benefit at all. I could have just as easily saved that money and bought the package now.

  Business Response

  Date: 03/09/2023

  Business Response /* (1000, 5, 2023/02/03) */ Customer was offered other locations at the same price as their original purchase. Waiting for the customer to decide where they would like to travel. Consumer Response /* (3000, 7, 2023/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were offered and purchased a package that did not expire and they expired the package. We now have to choose a lesser one or the same one with fewer nights. This is unacceptable and they need to refund us. Business Response /* (4000, 9, 2023/02/16) */ Customer has been made aware that the package is non-refundable only transferable. We are more then happy to look for other accommodations that meet their needs. Consumer Response /* (4200, 11, 2023/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We purchased a package that was advertised as never expiring. What they are offering now is a lesser package or fewer nights. It's unacceptable. If they won't give us what we purchased we want a refund.