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:05/19/2025

  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.

  I have purchased with this company in the past with no issues. Something has changed with how they book their packages as now they use third party companies. I booked a trip for 4 nights/5 days for Breathless Resort in Punta Cana, DR. When I called the very next day to book my dates, I was told that they don't service that particular resort and offered me another one. I explained that I did not want an alternative, I wanted the resort that I paid for. I was then told that they are not BookVip but instead a third party company that works with them to book their packages. I then asked for a refund. I was told that they don't show that I paid anything, although I have email confirmation showing the charge as well as the charge showing on my credit card. They gave me a number to contact BookVip directly, which was a non-working number. I called another number on the BookVip website that took me to another third party company. They informed me that I would have to go on the BookVip website and click on the Customer Support Link. I have done that several times with no response. There is literally no way to contact this company directly although the numbers on their website say it's their customer service number they are all third party companies. I am now going to dispute this charge with my bank. This is fraudulent to say the least.

• Initial Complaint

  Date:04/30/2025

  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.

  BookVip is a Scam Site. Scheduled a vacation 4 years ago. they refused to allow me to book with the dates, and wanted me to pay more money for the vacation. I requested a Refund. They now call me at least 5 times a day from Random Local Numbers, to try and get me to book another vacation, or they claim i still have a credit for the vacation from 4 years ago. Either way, I have requested they Quit Calling me and harrassing me, However they continue to call me. I would appreciate they just leave me alone.

  Customer Answer

  Date: 04/30/2025

  My Name is ******* **********

• Initial Complaint

  Date:04/23/2025

  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.

  I purchased a vacation package from this company for me and my fiancé to go on a trip on March 14th, 2025. I called the customer service number to schedule the trips for my dates. When I spoke to a customer service representative they informed me that I could not utilize the trip because mu fiancé did not live in the same household. So immediately said I would like to have refund since that was their policy. They informed me that I would have to click on the link to request a refund. When I clicked on their link the page would time out. I then called back to ask for supervisor and I received a call from a customer service agent name **** ****** I then informed him I would like a refund. at this point I felt the whole situation was sketchy. I went to the bank and informed them what happened. After a few days waiting for the charge to clear, I disputed the charge, well the bank after 10 days said they denied the claim. I then went back and forth with the company and have ever since. They said they could not refund me until the charge back was canceled. I went the branch manager at Regions Bank in my town he wrote me a letter stating that it was canceled. I forwarded that to Mr. ****** and I received an email yesterday from him and he said that the chargeback was not canceled and I had to go back to my bank. I am not sure how they can say that when they received a letter stating it was. I just feel that this company just does not want to give me my money and I am so tired of the back and forth. I just want my money back.

• 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.